Complaints

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• Initial Complaint

  Date:05/29/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  On May 20, 2024 I contacted Sylvan Learning Center upon receiving their information from Ohio ACE scholarship website. I specifically asked if they accept the ACE scholarship and if they require upfront payments. I was told no they don't require upfront payments and yes they have worked with the ACE scholarship in the past. I was then scheduled an appointment. On May 23, 2024 I received a phone call from another Sylvan employee to schedule the appropriate appointment for an assessment. I was also asked to pay $29. I asked her why I needed to pay and wasn't the fee covered by the ACE scholarship. She said the assessment wasn't covered and that it's the only fee needed to pay upfront. So I paid the $29. On May 28, 2024 I was contacted by ****** ***** who identified herself as Center Director. She was calling to confirm appointment and I told her yes I would be bringing my daughter at the 3:30p appointment time. She then mentioned that I would be using the ACE scholarship funds and I said yes I have a balance of $880 available. She said I could use $850 as they bill in $50 increments. She then proceeded to say I would have to pay the full $850 upfront. I mentioned to her on the website it says no upfront fees required. She said that they no longer do that and that I'm required to pay all fees upfront. She was very rude and unprofessional. I told her that wasn't possible and my reason for choosing them was because they didn't expect fees upfront per the ACE website. As well as being informed by two other employees that no fees would be required upfront. I feel because they broke our original agreement I should be refunded my assessment fee that is of no use to me without the tutoring. I believe they are scamming people to obtain the assessment fee then asking for payment in full upfront. My receipt nor any other communications with them state the assessment fee is non refundable.

  Business Response

  Date: 06/05/2024

  Thank you for bringing your recent experience at Sylvan Learning Center to our attention. I am the owner of this Sylvan Learning Center.

  We understand your disappointment and frustration with the conflicting information provided regarding upfront payments and the utilization of the ACE scholarship funds. ***** is relatively new in her role and she misunderstood our policy on refunding the $29 assessment fee , if a family does not go through an assessment. ***** is reaching out to the family to refund the $29 fee they paid.

  We have worked with hundreds of families across Ohio through our multiple Sylvan Learning Centers through the ACE program without any issues. ACE Ohio had earlier decided to end their program in July 2024. ACE has been slow in processing payments which caused significant cash flow issues for us. As a result, we changed our policy to have families pay for the services we provide and families can submit their payment receipt to ACE and get their approved funds paid out directly to them. This is a legitimate means to pay for services and get reimbursed by ACE Ohio. We could not change the "Payment required prior to services" flag on the ACE marketplace website which we typically update once a year during the ACE Ohio renewal period in July.  

  Please be assured that we take your feedback seriously, and we have taken immediate steps to ensure better alignment among our team members regarding our payment policies and scholarship procedures.

  We sincerely apologize for the inconvenience and disappointment caused by this situation. Your satisfaction and trust in our services are of utmost importance to us. We appreciate your patience and understanding as we work to address and resolve your concerns.

  Thank you for bringing this matter to our attention, and we look forward to the opportunity to regain your trust and confidence in Sylvan Learning Center.
  

  Warm regards,
  Prabhakar  K*** (Owner and Franchisee)

  Business Response

  Date: 06/05/2024

  Thank you for bringing your recent experience at Sylvan Learning Center to our attention. I am the owner of this Sylvan Learning Center.

  We understand your disappointment and frustration with the conflicting information provided regarding upfront payments and the utilization of the ACE scholarship funds. ***** is relatively new in her role and she misunderstood our policy on refunding the $29 assessment fee , if a family does not go through an assessment. ***** is reaching out to the family to refund the $29 fee they paid.

  We have worked with hundreds of families across Ohio through our multiple Sylvan Learning Centers through the ACE program without any issues. ACE Ohio had earlier decided to end their program in July 2024. ACE has been slow in processing payments which caused significant cash flow issues for us. As a result, we changed our policy to have families pay for the services we provide and families can submit their payment receipt to ACE and get their approved funds paid out directly to them. This is a legitimate means to pay for services and get reimbursed by ACE Ohio. We could not change the "Payment required prior to services" flag on the ACE marketplace website which we typically update once a year during the ACE Ohio renewal period in July.  

  Please be assured that we take your feedback seriously, and we have taken immediate steps to ensure better alignment among our team members regarding our payment policies and scholarship procedures.

  We sincerely apologize for the inconvenience and disappointment caused by this situation. Your satisfaction and trust in our services are of utmost importance to us. We appreciate your patience and understanding as we work to address and resolve your concerns.

  Thank you for bringing this matter to our attention, and we look forward to the opportunity to regain your trust and confidence in Sylvan Learning Center.
  

  Warm regards,
  Prabhakar  K*** (Owner and Franchisee)

  Customer Answer

  Date: 06/05/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** ******