Complaints

• Initial Complaint

  07/29/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Our issues came from the "support" and "customer service" aspect. We wished to alter our schedule (to half time) just for the summer and told that we were able to do so but when it came time for tuition draft they drafted it days before the listed date and for the full amount ($173), even after approving our schedule change. When the tutor contacted support she was ignored both times. When I reached out, they refused to discuss without a phone call, which turned into 7 full minutes of hostility and belittling from the rep and ended in refusal to refund any amount of overcharge. We are still battling this over a month later and they are trying to draft the full amount again ($173) and denying my requests to cancel the account. I was told they would not allow cancellation until my account was drafted 4 times for the full amount. I do not wish to have another call to be yelled at with no results, so I was forced to cancel my associated bank card. They employ amazing tutors who do their best to help so many students, but the company "behind the scenes" scams and disrespects parents who are only asking for help. I wish for the overcharge to be refunded, and the account cancelled with no further attempts to charge my card, but I don't know if they will comply.

• Initial Complaint

  05/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I enrolled my son in Thinkster Math during pandemic period. He has ADHD and I had my doubts it would work for him. We tried it out but did not find it helpful and was making him more combative about homework and math in general so I knew we would not renew and we did not even finish the courses for the over 1k in charges I had already paid for. I had no problem paying for what we had committed to. But we hadn't attended courses with the instructors since August. I let them know it wasnt working and we stopped attending. I come to find they have charged me another over 1k for this year (sometime in March) - someone named Rupa claimed he would revert the charges via text message, but now I keep getting these weird robotic responses from him - or no response at all. I went into my account to find I was still set to an active setting and made sure it was all canceled but I want to be refunded for this service we have not used since August (LIVE instructors - so they know we havent used it) and I told them we were not going to continue with. I just want refunded for this year that we have not used at all. I want a human response and am not getting any.

  Business response

  06/14/2022

   

  Dear BBB representative,

   
  We are in receipt of your mail dated June 8th, 2022, with complaint from ********************. 

  We had already processed a refund to her on May 18th, 2022. Please see the screenshot from our subscription system below. 

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  When students sign up with us, our terms and conditions clearly indicate that they will be charged after the trial period. We have teachers who are assigned to the family and this case Thinkster representatives did reach out to the family as well. As an exception we have refunded the entire amount to ********************. 

  
  We have thousands of students in 30 + countries and strive to provide an awesome experience to each of our customers. We are sorry that the program did not work for ********************.

  
  Best regards,
  Thinkster Math team 

  
  

  Chief Customer ******** ******** Leader & Chief Mom

*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. ↩