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Business Profile

Online Education

Splash Learn

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Education.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:08/30/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.



    Sincerely,



    Jody R***

    Business Response

    Date: 09/04/2024

    Hello Jody,

    In a separate conversation with SplashLearn, the support team has processed a refund of $89.99 for you. We strive for complete transparency in our operations and place a high priority on customer service.

    Thank you,
    Team SplashLearn.

  • Initial Complaint

    Date:07/02/2024

    Type:Billing Issues
    Status:
    Resolved
    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.
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ***********************e subscription be cancelled and the money refunded. The attachment shows that the "help" was ultimately unable to respond to my request (although they responded to the email with confusing non-help) in the month of May. As I was away on vacation, I discussed with my credit card company and chose to put off refusing the charge with my credit card until I returned. I refused the charge this morning.

    Business Response

    Date: 07/08/2024

    Hi ****,

    Thank you for reaching out and sharing your experience with SplashLearn. We apologize for any inconvenience this situation may have caused. Since the amount has been disputed, we have not received any payment for the subscription. The bank typically takes 2-3 weeks to resolve disputes, and we will not be contesting this one.

    At SplashLearn, we prioritize our customers and are committed to enhancing our products and services. Your feedback is invaluable, and we will use it to improve our communication and overall user experience.

    Thank you for bringing this to our attention.

    Thank you,

    Team SplashLearn.

  • Initial Complaint

    Date:06/12/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    Does not give option to cancel Free Trial or Subcription the option is showed in a step by step list on the **** page but when you go to the memebership section it doesnt not show the option at all. This is a scam. I do no want to be charged for a free trial. Not to mention the games were awful and live teachers canceled.

    Business Response

    Date: 06/15/2024

    Hi *******,
    I apologize for any inconvenience this may have caused. 

    I want to assure you that no charges have been processed on your card. 

    As we informed you on Wednesday, June 12th, when you contacted SplashLearn support to cancel your trial (refer attachment), our team had already canceled it, so the option to delete it does not appear in your account settings.

    I'm sorry that your experience playing SplashLearn games was less than satisfactory.

  • Initial Complaint

    Date:03/18/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    $63.74 March 3, ************* ********** I immediately told Splashlearn that their app did not work on my device. They gave no response and I cancelled my subscription though Apple. $63.74 March 3, 2022 ML0DNSG1Y6 - August 7, 2022 I reached out to tell them that I keep getting charged and asked how to get reimbursed. I reached out to them because it was not listed as a subscription on my Apple account. The response was to give me login code. Then they responded telling me there was no active subscription under that account *********************** on Aug 8th, 2022.$66.14 March 3, 2023 ML0GHH2ZZ0 March 4th I was notified by Splashlearn that my account would be deactivated due to being "inactive for quite some time."$66.14 March 3, 2024 ML0H0781WL I contacted both Splashlearn and Apple. Apple is reimbursing this charge (pending).

    Business Response

    Date: 03/22/2024

    Hello,

    Ensuring accurate billing and providing a seamless experience for our customers is our top priority. We apologize for any inconvenience caused by the recurring charges despite your efforts to cancel the subscription. In acknowledgment of this issue, we have issued a $194 gift card to address the charges you were billed for.

    Thank you for bringing this matter to our attention, and please accept our sincere apologies for any inconvenience caused.

  • Initial Complaint

    Date:09/21/2023

    Type:Product Issues
    Status:
    Answered
    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.
    I have been responding to charges by this company for the last two years. I explicitly told them I want to cancel and yet I am still being billed. Here is my emails to them.Why are you billing me for a product I do not use anymore? Last year, I said the same thing because I opted out. Spoke with someone named *****. Here is the email from 2022. What part of I dont want this anymore do you not understand?Begin forwarded message:Date: September 26, 2022 at 4:04:54 PM PDT To: Splash Help <***********************************>Subject: Re: [Splash Help] Re: Account Cancellation ?Please refund the difference. Thank you.On Sep 26, 2022, at 1:34 PM, *************************** (Splash Help) <***********************************> wrote:?##- Please type your reply above this line -##Your request (******) has been updated. To add additional comments, reply to this email.*************************** (Splash Help) Sep 26, 2022, 13:34 PDT Hello, Hope you are doing well! We are awaiting your response regarding the subscription cancelation request for your SplashLearn account. We would appreciate hearing back from you!Thanks,*************************** *************************** (Splash Help) Sep 21, 2022, 08:24 PDT Hello, Apologies for the inconvenience caused to you. You're a valuable customer to us! We are sorry to know that you wish to cancel your subscription. We value your membership with us and we don't want to lose you as a user. We can apply a discount coupon of 50% and refund the difference amount of $39.99 OR we can extend your existing subscription by 6 months at no extra cost. Please let us know how you wish to proceed.Thanks,*************************** Sep 21, 2022, 07:43 PDT I cancelled this account years ago. I got an email yesterday that my credit card was billed $79.99. Please delete my account. My child is no longer using this app

    Business Response

    Date: 09/22/2023

    Hello ****,

    We noticed that you contacted our customer service team yesterday. We've promptly issued a refund for the amount charged to your card and have also deactivated the auto-renewal feature.

    We sincerely apologize for any inconvenience this may have caused you.

     

    Thank you,

    SplashLearn

  • Initial Complaint

    Date:03/04/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

    Business Response

    Date: 03/06/2023

    Hello *******, 
     
    Apologies for the inconvenience caused to you. We understand your concern. 
     
    As we can review, the attached screenshot is valid for your Quarterly Math subscription that was already canceled on December 04, 2021, which is linked to your account under the email address '****************'. 
     
    However, we also see another SplashLearn account registered under a different email address '*************************' linked with the Monthly Math subscription for $7.99 through Apple iTunes, now canceled as well. 
     
    Please contact the Apple iTunes support helpline at ************** (US Helpline) to request a refund. 
     

    Note:     SplashLearn is not authorized to change the account subscribed through Apple iTunes. 

  • Initial Complaint

    Date:12/12/2022

    Type:Product Issues
    Status:
    Answered
    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.
    I signed up for one on one tutoring for my daughter on 1/24/2022 her last class was on 5/6/2022 and they are still charging my card. The number is no longer working. Found different numbers on the website and nobody answer only get a prompt to leave a message. The link no longer works where I enrolled for the classes so can not see my agreement.

    Business Response

    Date: 12/13/2022

    Hello,


    The user had placed a subscription order with us, and the course was supposed to be completed by the end of April. Due to some technical glitch, the order showed active, and we deducted the subscription amount from the user's account. We have canceled the subscription to avoid future charges and refunded the additional money deducted for the last eight months.

    We apologize for the inconvenience caused.

     

    Thank you,

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

Splash Learn is NOT a BBB Accredited Business.

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