Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Apr 11, I paid MAD Science $175.15 for a 2-month program (Apr. 26 to June end). Apr 26, the first class, my son came back crying and telling me the program was extremely bad since they mixed ALL ages kids together and taught super basic and boring things. He begged me to cancel the program during the whole weekend. Apr 29, I called Mad Science and explained the situation. They agreed to give me refund for the horrible experience, but they never did. May 7th, I wrote to them again, they said they will do it. Again, they never did the refund. Jun 27th, I emailed and called them again, they said they will get back to me end of the day, but they did not respond at all. July 2nd, they told me they will deduct $57 with is 1/3 of my total payment for the 2-month program. ------------ ** **** **** ******* ** **** ** ***** **** *** ****** ***** **** **** ** ****** *** *** so we need your help please. 1.Their service was not as described: They combine all ages kids in one class, in order to accommodate younger kids, they taught very simple and boring things. On the class description, they did not mention they will group all kids in the same class. The quality of the class was extremely bad for older students. 2. They did not deliver the service: after the 1st class, I called them, they told me not attend the classes anymore if we want a refund. So basically, we did not use their service. The whole program is almost up to 8 or 9 classes. 3. ** **** * ****** ** ***** ** *** ********* per the emails & phone discussions, they said they will refund me, but they **** *** never did until 2 months later. (I emailed & called them many times to follow up). By the end, they over charged me for the horrible lesson my son attended. When we registered the program and paid the fees, we were put in an unfair situation. This is a program done through my kid's school, we do not have choices, in order to register the kids, we have to agree with their unfair terms. **** ** * ******

  Business Response

  Date: 24/07/2024

  Hello,

  Mad Science has conducted itself in a professional manner and in a way that is consistent with its 30 year established history in the community. The complainant in this case has been treated with courtesy, professionalism, fairness and civility. 

  She has received the appropriate refund as per the agreement she and our tens of thousands of other clients have agreed to without hesitation. The refund policy is fair and better than industry standard. This client represents the ONLY filed/formal complaint we have had about our refund policy during decades of service, with upwards of a quarter million clients. 

  During her repeated phone calls to our office, the complainant was consistently and excessively hostile, combative and disrespectful at times. To the level that I (Owner) personally had to deal with the client in order to shield staff from her conduct. Ms. ******, the respondant by name in this matter, is one of only three Mad Science staff members who shared communication with this client in the process being reviewed here. 

  *** ******* ************ *** ******* **** ******* ************ **** ****** ******* * ************ ***** *** **** ************ ****** **** ** ******* * ********* *********** **** **** *** ************

  Mad Science stands by its policy and decision on this matter. The policy continues to exist today, and to date, there have been no issues with any other individual. As stated the policy is extremely fair.

  This client is requesting that the policy be waived, and the rules bent for her and her alone. In her attempts to make that happen, she has been disingenuous and wilfully inconsistent with her facts and timelines.

  Respectfully,

  Mad Science