Huntington Learning Center‎

From: TIMOTHY S[redacted]<[redacted].com>Date: Fri, Jan 8, 2016 at 10:55 AMSubject: Huntington Learning Center - [redacted]To: [redacted]@myRevdex.com.org
Dear [redacted],
Please note that we refunded [redacted] her full refund on unused tuition on the day promised.  If needed, I can send you the copy of the cashed check.
Thank you for your time!
Sincerely,
Timothy S[redacted]
Huntington Learning Center® 
"We provide every student with the best education possible."Timothy P. S[redacted]Exton - ###-###-####Royersford - ###-###-####

Revdex.com:
At this time, I have not been contacted by Huntington Learning Center regarding complaint ID[redacted].
Regards,[redacted]

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Huntington Learning Center regarding complaint ID...

[redacted].
Regards,
[redacted]

[redacted] came in looking for a refund from his son's program for hours unused. He paid for 42 hours of Pre-Requisite SAT instruction in the amount of $2374 (this includes a 10% discount and...

$100 off coupon). His son was instructed for 30 hours of his original 42 hours planned. He had 1.5 hours that he was absent and never made up. According to the General Enrollment of the center, it says that any unused time will be refunded minus the discount if not completed. Make up hours not completed are not subject to refund either. [redacted] was given a refund in the amount of $370.30, this did have the 10% discount taken out. We did offer to give his son 4.0 hours of make up classes after he had stopped attending for his inconvenience due to the previous Director leaving the center. His son was scheduled to come in on 12[redacted]/15 at 12pm but didn't show up or call to say he wasn't coming. [redacted] then called again still l ooking to schedule the make up hours, which we kindly did, and is now scheduled for 1/**/16 at 5pm. After this class, there isn't anything more we can do with providing instruction at no cost. He was given his refund that was fairly stated and reviewed with him.

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Huntington Learning Center regarding...

complaint ID[redacted].
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 First I would like to thank everyone for the answer that you send to meBut unfortunately you guys answer question I did not ask I just want to say you one last thing  one last question you never answer which is  where is [redacted] who made the deal with me  he is the one who knows my refund he is the one who knows my hours and he is the one who promised me with  very fun  I'm trying to get an answer for this where is this man  he will give me back my money
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted] came in looking for a refund from his son's program for hours unused. He paid for 42 hours of Pre-Requisite SAT instruction in the amount of $2374 (this includes a 10% discount and $100 off coupon). His son was instructed for 30 hours of his original 42 hours planned. He had 1.5 hours...

that he was absent and never made up. According to the General Enrollment of the center, it says that any unused time will be refunded minus the discount if not completed. Make up hours not completed are not subject to refund either. [redacted] was given a refund in the amount of $370.30, this did have the 10% discount taken out. We did offer to give his son 4.0 hours of make up classes after he had stopped attending for his inconvenience due to the previous Director leaving the center. His son was scheduled to come in on 12[redacted]/15 at 12pm but didn't show up or call to say he wasn't coming. [redacted] then called again still l ooking to schedule the make up hours, which we kindly did, and is now scheduled for 1/**/16 at 5pm. After this class, there isn't anything more we can do with providing instruction at no cost. He was given his refund that was fairly stated and reviewed with him.

Complaint Response – [redacted] This 8th student came to us with significant academic issues. We spent about 4 hours doing a comprehensive academic evaluation to determine areas of strength and weakness. We do that so that the program is individualized to the student’s needs. That assessment...

showed weakness in all areas from comprehension to writing to math. The results were reviewed with the parents in detail and a plan of action established according to that conversation. The parent complained that “..she didn’t need help in math..” The math component was included based on the results reviewed/agreed upon with the parents. The assessment showed that this 8th grader had not even mastered multiplication and division (tradition 3rd and 4th grade skills). The assessment also showed that the student had virtually no understanding of the concepts and mechanics of fractions and mixed numbers (5th and 6th grade skills), the foundation for all algebra and other high school math.   The program starting levels are determined based upon the assessment and the program is begun at levels that are in the student’s “comfort zone”. The idea is to set the bar at a level where the student can be successful. Starting at grade level would frustrate the student, be ineffective, and would certainly not contribute to the student’s confidence and motivation. We started this student at the appropriate levels. The method we use to determine whether those levels are appropriate comes from a regular review of the student’s scores on the lessons that they are working on. Our target zone is to have scores consistently between 80% and 100%. In that way they are practicing skills correctly while building confidence. We certainly want students to be commenting that it’s easy. If scores are consistently 100% we know we are not challenging the student enough and are wasting precious time. If the scores are falling consistently below 80%, then the student is not developing skills and confidence is eroded. This student, even at the beginning of the program, at lower levels, was rarely scoring 100% and had some scores falling below the 80% level. The parent complained that “…after 100 hours and still no growth…”  We hold regular progress conferences with parents so that they are kept informed of the student’s progress.  In these meetings the curricula grade levels and student scores are reviewed. There were a total of 5 progress conferences held with these parents. In reviewing the records of those meeting, scores fell consistently within the target range, indicating that levels were consistently appropriate. We have several metrics we use at Huntington to assess progress. The primary ones are the levels and scores on each individual “splinter skill” we are working on with the student. The results for this student for the primary skills we worked on were as follows: Core reader (Like school texts which combines all the skills) - Started at 6.0 grade level and went to 7.8 grade level. Vocabulary – Started at 7.0 grade level and went to 9.4 grade level. Getting the Main Idea – Started at 6.0 grade level and went to 8.9 grade level. Working Within Words – Started at 6.0 grade level and went to 6.9 grade level. Getting the Facts – Started at 6.0 grade level and went to 8.9 grade level. Detecting the Sequence – Started at 7.0 grade level and went to 7.8 grade level. Identifying Inferences – Started at 7.0 grade level and went to 7.8 grade level. These levels (especially the higher level skills introduced later in her program (Sequence, Inferences, etc.) would have been higher had we had the opportunity to complete the prescribed hours as dictated by the student’s academic evaluation. However, since we only completed about two thirds of that program, it stands to reason that we were not able to get her to grade level goals in all the reading and math skills required for school success. The secondary metric we use is the standardized test. It is a lesser focus because it is multiple choice, therefore not representing real life, and its format makes it difficult to measure a student’s effort level since it merely involves filling in a “bubble”. On the standardized test the student had the following results over the first 55% of the student’s prescribed program: Vocabulary went from 8.7 grade level to 11.0 grade level Reading Comprehension went from 9.8 to 10.5 grade level Math Concepts and Applications went from 8.3 to 9.1 grade level   The parent commented that the tutoring was “…not more than just a proctor and worksheets.” We have two types of tutoring at Huntington; “basic” which is strictly 1-1 for students through 3rd grade due to the interactional needs of early reading. The second is “advanced” tutoring where a student shares a teacher with one or two other students, with each student working on their own unique program. This is so that a student gets a share of 1-1 instruction while spending time working independently to practice skills. This is designed to foster the independence needed to perform in the regular classroom. This student fell in the “advanced” category and received that instruction.   Regarding the complaint of “…outdated curriculum …”. Huntington constantly reviews, updates, and adds curricula including even the most recent acquisition of “common core” materials. That doesn’t however mean that older curricula is automatically obsolete and is thrown out. Along with the latest curricula, we also have “tried and true” curricula that have helped students over decades. As long as it produces the same historically good results, we keep it. A great example of that is why we continue to teach math foundationally. California ranks 47th in math due to the “reinvention of the wheel” of instruction in spite of the fact that math had previously been taught the same way from generation to generation with great success. That’s why we have not “followed the lemmings over the cliff” in reaction to every supposed “new and improved” method developed.   The last complaint was that “They just didn’t care, because all they cared about was they got their money.” That couldn’t be further from the truth. As the oldest and most respected learning center in the country, founded by educators, our focus is always on what’s best for the child. Our belief is that if we always focus on the child’s needs, the dollars and cents will take care of themselves. That is why we have, and continue to be successful in helping thousands of students for almost 40 years!

I am writing to you in response to the “complaint” filed by Mr. Jay Chess.  First of all, this complaint was filed completely incorrectly.  He has filed a complaint against the Huntington Learning Center in Turnersville, NJ. The first sentence is completely false. He said...

“Brought my son here beginning of freshman year.” Neither he nor his son ever stepped foot in our Turnersville location. That sentence alone should give reason for doubt of [redacted] comments. Secondly, [redacted] says, in his complaint, there was a “purchase date” of 10/30/14. We never met [redacted] nor his son until January 12, 2015. See circled dates on attached report, the first time we met. Again, a false statement. He did bring his son to our center in Cherry Hill. Both centers are on my business card as I operate both of them. The facts are that [redacted] paid for 75 hours of instruction. Our policies state that a student’s account is charged when they are scheduled for instruction. If they do not come in, there is a charge and a make up is granted (provided there was 48 hours notice). If they choose to reschedule the session, within two weeks, the session is provided at no cost. A copy of those guidelines was provided to [redacted] and a copy is attached. [redacted] was aware of these rules as there were times where his son was absent, and then later made up the sessions (a total of 11 times)In fact, his son’s account was charged for 80 hours, and instructed 70 hours (there were 10 hours of scheduled instruction that were not made up). You will note on the attached report, that [redacted] son was scheduled to be in our center on Mondays and Thursdays (where you see “ATD” under the column headed “on site,” those are scheduled dates. If you compare to the calendar, you will note that he was scheduled consistently for those dates. You will also note that, of the scheduled dates, 33% of the time, [redacted] was absent. We graciously allowed for make ups, even when given less than 48 hours notice.  Despite our rules, we offered to extend the make ups for [redacted] into the summer, and into the next school year. There were plenty of instructional needs for [redacted] over the summer time. [redacted] declined our offer. In addition, after [redacted] requested a refund, I told him that no refund was due him, but that we would extend the offer to provide his son with SAT tutoring for up to 5 hours, using the “make up hours” (again, to which he was not entitled).  [redacted] acknowledges that in his complaint. You should note that SAT tutoring rates are much higher than the rates for the service provided [redacted] Chess. Nonetheless, we offered to provide those sessions.  As [redacted] said in his complaint “He subsequently decided on getting help elsewhere.”  In other words, he declined to accept our offer. Typically, we keep records of parent phone calls for a year or so. As you can see, based on [redacted] complaint, it was 21 months before he called once again. We did put those records in storage. They are not readily available to us.  Nonetheless, in summary, we have shown that it is [redacted] who has made errors in his statements. I have provided the documentation to show that he is not entitled to a refund. We would be willing to agree to provide an five more hours of instruction, if [redacted] will agree to stop slandering our business.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[redacted] from the business called. They will be contacting the customer directly by phone to discuss this complaint.

This place is a scam. My daughters came in at a 1st grade reading level. After completing their program, they said she was starting 3rd grade material. At the beginning of 3rd grade she tested at a 1st grade level. $5000 dollars down the tubes!!! Since then Ive heard others say the same thing and $5k seems to be the target.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
As of 6/23/15 my [redacted] account has not been credited for the unused hours. 
Regards,
[redacted]

[redacted]3:03 AM [redacted] Good evening, I have just been afforded an opportunity to get into my email and also just read the response from Huntington. I noted that Kim W[redacted] quoted Un truths, my request was that you cannot charge for services not rendered. I never noted that I was on a monthly plan, I inquired about the plan and she told me about the lender was how they secured funding. I did share with her he was retained and also had been given a diagnosis,  I did not say it was the fault of Huntington. As a school administrator, a county board chairwoman, appointed by the mayor of Cleveland to serve on a selection panel and a social worker, I have credibility also., what Kim did was wrong and inappropriate and needs to be investigated. There is no way those funds were exhausted and she did state , unused funds will be returned to the lender.[redacted]

In a final response to [redacted]'s complaint on his childs instruction at the learning center, I do not have any additional information to say. I have stated the facts of the concerns in the previous response on 1/*/2016. I am sorry that [redacted] feels he's been treated unfairly, but once again, the procedures in refunding and completing hours were addressed with [redacted] when he enrolled his son into the program in September 2015 and again when he asked for a refund because the program was over and all the hours weren't used December 2015. He was given a fair refund of the unused hours and his son has made up the classes he was due from absences. I am not going to refund more money when his son was instructed by a teacher for the allotted hours that were paid for. In regards to [redacted]'s concerns with the director leaving, that is nothing I can control; he left the company for other opportunities and no notice. Any further concerns, [redacted] should contact with the center, not through Revdex.com. If I need to review the attendance and bill again with him to show how his son was instructed and unused hours were refunded to him, I will gladly sit down with him and discuss it. Thank you.

December 11, 2015To Whom it May Concern:We received a complaint from Revdex.com regarding [redacted] regarding a refund. We agree with [redacted] and sent her a check for her refund.The delay unfortunately was caused by a lack of communication. Our full time employee at this center did not communicate...

that [redacted] requested a refund; at this time that particular employee does not work for us. Once this was communicated to me, there was some confusion on the refund because [redacted] used [redacted] for payment and for four hours of tutoring.We sent her a check yesterday, hopefully there are no other issues.Sincerely,Timothy S.

[redacted] attended the Huntington Learning on June *, 2016 for a 2 hour class. Even though [redacted] signed an agreement to notify the center 48 hours in advance, she never called and cancelled the classes. We called her many times and she did not return the call. When she finally told...

us that Mathew was not returning we issued a refund of $312 on 07/**/2016. We originally charged her for the absences in which we expected him to come and had to pay a teacher to wait. If we had known the situation we would have been able to offer assistance or refund if necessary. Without appropriate communication we held the spots for him.[redacted] will receive an additional $416 which is the fully refunded the tuition minus the one 2 hour class of $104.In good faith we refunded the nonrefundable registration fee of $65 as well.

December 11, 2015
To Whom it May Concern:We received a complaint from Revdex.com regarding [redacted] regarding a refund. We agree with [redacted] and sent her a check for her refund.
The delay unfortunately was caused by a lack of communication. Our full time employee at this center...

did not communicate that [redacted] requested a refund; at this time that particular employee does not work for us. Once this was communicated to me, there was some confusion on the refund because [redacted] used [redacted] for payment and for four hours of tutoring.We sent her a check yesterday, hopefully there are no other issues.
Sincerely,
Timothy S.

Our experience with them has been awful. I brought my child in for a math evaluation (said specifically I only wanted math and not reading), which they said they could do. But guess what? They did both math and reading, which meant the 2.5 hours of testing turned into 5 hours. They said they would provide snacks for her, but they didn't give her anything the entire time. Okay, no harm done. I can overlook this.
So we schedule our parent meeting to review the results. My husband and I both took time off of work and we hired a babysitter for the kids, and as we're walking out the door to go to the meeting they call to ask if we can reschedule. I say no as we've got the sitter and have taken time off of work to do this. The caller, [redacted], says he understands and will see us shortly. Two minutes later he calls to say they are rescheduling. Ummm... okay, but why ask me earlier if we could reschedule then? Being that I was unwilling to take more time off of work for this insanity, I asked that they mail me the results and they agreed to do that.
I wanted to share the results with school, but I still didn't have them so I called to ask if they would email them to me. The Center's director, [redacted], answers and starts yelling at me for scheduling our meeting for Monday morning. Apparently, she doesn't do meetings on Monday mornings and I guess I was magically supposed to know that. Clearly her staff was supposed to know that too, but they missed her non-existent memo about scheduling also. So after [redacted] berates me for ten minutes about why I scheduled the meeting for Monday morning and never once apologizes to me (remember me, the paying customer, the one that was canceled on at the last minute when the meeting was scheduled for a week prior??), and telling me that she would not provide me with the test results nor provide me a refund for the testing, I gave up. And did I mention she continued to reprimand me for scheduling an appointment at a time that wasn't convenient for her?
If 'management' treats the paying parents this way, I can only imagine how they're treating the kids and the tutors that work for them. Needless to say, we won't be going back. Save yourself the money and the trouble and go somewhere else.

From: Edwin V[redacted]<[redacted]@wecanlearninc.com>Date: Thu, Nov 19, 2015 at 3:41 PMSubject: Fwd: YTS Refund Confirmation for Mark [redacted] (Student [redacted] )To: [redacted]@myRevdex.com.orgDear [redacted],Sorry for the delay in responding to the earlier communication and thanks for...

guiding me on the process for responding. As stated in our call, I thought that **. [redacted] was going to call Revdex.com and close the case as the situation was resolved. What caused it was our misunderstanding of the process for refunding money when it was done through the lending institution. It is a new process for us but it was just as simple as refunding our part to the lending institution (Your Tuition Solution) and then they proceed with the full refund by them adjusting their part of the Administrative Fee, which they had taken from me, and which we had deducted in the check that we sent to [redacted]. Once we heard of the proper procedure from Your Tuition Solution, we called [redacted]s, I explained the process and he brought us the check, which we voided and, as you can see from the above communication, they deducted my part of the refund from my account, they adjusted their end, and accredited the full refund into [redacted]s' account.We hope that this clarifies and solves situation, satisfying all concerned. I would appreciate a communication from you stating that this has been resolved and that the case is closed.Thanks,EdwinEdwin V[redacted]Executive DirectorHuntington Learning Center - Reading, PA[redacted]at The [redacted] Shopping CenterWyomissing, PA [redacted]Office Phone: ###-###-####Fax: ###-###-####[redacted]@hlcmail.comhttp://www.huntingtonhelps.comFollow us on [redacted], [redacted] and [redacted]!We provide every student with the best education possible.