ComplaintsforIvybrook Academy
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Complaint Details
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Initial Complaint
01/29/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On Thursday, January 4, ****, I visited Ivybrook Academy (***** Park) for a school tour. After the tour I confirmed that I would be enrolling my child in the program. I inquired about registration fees required to secure the spot and was advised by ***************************** that I had to go through Student Hub, the application used by the school to setup autopay. Furthermore, I could choose my start date because the spot would be secured after paying. I proceeded with setting up an account in Student Hub, completed the application and set up autopay. I confirmed with ***************************** that the registration fee would secure the spot since there was only one spot remaining. Autopay was setup on Friday and there were test deposits made into the banking account. After the test deposit was verified the auto draft showed as pending on 1/8/****.I called the school to confirm my child's start date and was told to email the required documents. ***** stated that another person could still come in and take the spot if they paid cash. I told her that the payment was already pending in the system and with my bank and that per our earlier discussion that should have secured the spot and was the only payment method.I was told that I could email her the required paperwork. I sent everything to her via email and called to confirm receipt after I did not receive a response. After calling several times, I was not able to reach anyone at Ivybrook, I then received an email stating that ***** would be refunding my payment because someone came in and paid cash. I want to formally file a complaint based on the disparate treatment I received and failure to refund money for services that were not rendered due to no fault of my own. After paying the required fees I was told my funds would be refunded so that another student could enroll in the program. That family was allowed to make a payment outside of the process using a payment method that I was refused. Additionally no money was refunded.Business response
02/15/2024
This response was provided verbally to BBB.
************* has reached out to the consumer to let her know a check will be in the mail today for the amount of $546.00
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.