Sylvan Learning Centre

Complaint ID-*** Billing and collection issueResponse to Customer statement.The customer sent her son here for tutoringDuring the enrollment conference it was explained that we set up a schedule for each student and unless it was otherwise arranged then it would be a recurring scheduleA
few days later the customer called and paid for sessions but did not set up any instructional timesOn December 3rd her student showed up unannouncedWe were not expecting him but we had a spot available so he stayed for the hourWhen he left I called the customer to ask if this will be his regular schedule....no answer....no replyThis would be the start of a trendThe student continued to show up for that time and so I put him on the reccurring schedule as I was told by the student he would be here at this time every weekOn the 22nd the student failed to show for his recurring scheduled appointmentI called to inquire about the absense no answer....no replySo thecustomer was charged for the missed session as is our policy.Upon returning the student continued for a short time with his regular schedule without incidentAfter his sessions were completed he continued to come for an additional sessions which happens occassionallyAgainst my better judgement I allowed him to stay without making a payment as he was on a reccurring schedule and was expected to continueI had not received a one month written notice to remove him from the schedule which is stated as a requirement in our policies that were signed by the customerI called the responsible party to notify them that we will require payment....no answer....no replyAt this point t was not going to allow the student to attend until I had contacted the customer and arranged a payment.The student never showed up for his next scheduled session, again I calledAfter the student failed to show for the next session and I could not contact the responsible party I removed him from the schedule as to not further charge the client until we'd spokenWe have still not spokenAll contact I've had since has been with the father of the student.It is obvious to me that the client didn't fully understand the policies and procedures she had signed despite it being discussed at length during the enrollment conferenceShe claims that I had not contacted her when in fact the opposite is trueShe had neglected to:set up a schedulenotify me of vacation datescall to notify me of an absenceAndprovide a written notice to remove her student from the schedule at least month in advance, All of which are clearly outlined in the policies and procedures that were signed by her during the enrollment conference.As for the collections process I had called and left messages on the preferred phone number twiceOnce on February 15thand again on Feb.22ndI sent a letter on March lst through regular mail as I was not clear on the collections process at the time being a somewhat new director and never having sent anyone to collectionsI have since been using registered mail and it was this client who brought this issue to my attentionI waited an additional month and a half before sending this to collections having still not heard from the client.We at Sylvan are prepared to do the following:We will wave the registration fee as the director had neglected to collect payment during the enrollment conferenceWe will wave the unexcused absences (sessions at $per) though we are not obligated to do soThis will leave an amount owing of $for the session that was delivered beyond the original that were paid.We hope that these measures will rectify any issues the customer may have and lead us to an amicable resolution

Files and letter sent to [redacted]