ComplaintsforAmerican School of Correspondence

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Due to my illness, I was not able to do one of my courses. (The course was paid 100%). American School wanted for me to pay again unless I provided a doctors letter saying the reason why I was not able to complete my courseAnd if I did I wouldnt have to pay again. I provided a doctors letter with everything they asked , and they still refused to let me finish my courses so that I can get my diploma. I feel discriminated against. I want to finish all my credits so I can finish and get my high school diploma.

  

  Business response

  02/22/2023

  American School has reviewed the student's history in this matter and wishes to provide the following information.  The student enrolled in our online health course on June 10, 2021 and paid in full at that time.  Health is a semester course, which means the student has six months from the date of enrollment to complete the course.  In this case, the student's enrollment was set to expire on December 10, 2021, and the course should have been completed by that date.  On September 9, 2021, the student's mother was informed that the student needed to have 50% of the course done with a passing grade by December 10, 2021 in order to be eligible for an extension.  A letter stating the student's medical condition was also required.  American School did not receive any such documentation by December 10, 2021, nor was the course even begun.  On January 10, 2022, the student was notified that American School needs a doctor's note in order to consider *****ing a 3-month hardship extension and if no note was received then the student would have to re-enroll and pay again for the course.  On April 21, 2022, the student contacted American School and said he sent a doctor's note more than a month ago explaining his disability and why he cannot work on the course.  ******************** and email accounts were checked and no doctor's note was received.  On May 17, 2022, American School received a call asking about the doctor's note, and again we checked multiple departments and email accounts and no doctor's note was found.  On November 4, 2022, the student's mother wanted to send a doctor's note and was not that a doctor's note would  not be accepted at this time because nearly a year had passed since the student's original course completion date of December 10, 2021.  The student's mother explained he was very sick and could not do any work, and American School staff members expressed concern for the student's health but reminded the student's mother of the terms of the enrollment application which was signed and submitted on June 10, 2021.  The terms and conditions clearly state the School's refund and extension policy and what must happen for refunds or extensions to be *****ed.  On November 8, 2022, the student and his mother submitted a doctor's note and requested a call with the principal's office to discuss the situation after again being told no extension would be *****ed.  On November 9, 2022, the student called again and was told no extension would be *****ed for reasons outlined above and on the enrollment application which was signed at the time of enrollment.  On December 20, 2022, the student's mother called again about an extension which we again told her we cannot ***** because the student never started the course and his enrollment expired.  Although American School feels sympathy for the student and his  health issues, the terms of the enrollment contract he signed must be followed.  The student did no work during his original six month enrollment period, and during the time when a doctor's note could have assisted him in getting an extension, no doctor's note was received by American School.  Per American School policy, the student must reenroll in the course and pay for it again if he wishes to complete it.  The student is paying for a license to take an online course, and licenses have expiration dates which must be followed.  American School believes it did everything possible to assist this student and did not discriminate in any way.  Thank you.

• Initial Complaint

  05/16/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I was homeschooled from 2006-2007. I was 15 to 16 years old. I requested a copy of my transcript and was just now notified that there is a balance on my account from 2007. However, I did not complete the two years they are saying that are due on the balance. I only completed one year then went back to a normal high school. The representative I spoke to was very rude and said its not my problem. She stated that now I am over 18, which I am now 31, its not their concern, it either gets paid or I dont get my transcript. I personally never even knew there was a balance owed and I should not be held responsible for something I did not sign for. I was under 18 at the time of the homeschooling program and was not old enough to make these decisions, nor did I sign any contract. I should not have to pay for 9 courses when I did not take 9 courses. I also should not be responsible for something I personally did not sign!

  

  Business response

  05/17/2022

  After reviewing the student's records and situation, American School believes it is the right thing to do to waive any remaining balance and allow transcripts to be sent according to the School's transcript policies.  American School's transcript policies state that students are entitled to one free transcript and then must pay for each additional transcript.  Our records show that a transcript was sent to *********************** High School in ***** on September 17, 2007.  That transcript is the student's one free transcript.  The student will have to pay a modest fee for each additional transcript she requests, but she should be able to do so by going through the normal channels and by following the transcript request instructions on our FAQ page.  American School management will notify staff of our decision and our staff will be ready to assist the student later today should she contact us for a transcript.  We apologize for any frustration we caused and appreciate the opportunity to serve this student.  Thank you.

   

  Sincerely,

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

  American School Executive Vice-President
  

  Customer response

  05/17/2022

   
  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,
  
  ***************************

• Initial Complaint

  05/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My son ************************* was enrolled into American School ******* was enrolled into two classes initially as English and Math. He was still working on these classes when a helper ********************* enrolled him into Health, Economics and more. I was notified within 4 days and called American School and asked them to cancel his enrollment. I called again after one week and followed up, this time I spoke to a different person at American School and this person did not have any notes or memory of my conversation for cancellation. I asked them again to cancel my son newly added courses 3 classes. Since he was working on his GED and we were not planning for him to finish American school or continue with them.I called again and again and again and each time I had to talk to a different person with no clue on what was going on.Now we are at the point that no credit was applied to our account and even though we have returned the books and they are not even returning our books fees. They have no good records when they talk to customer service and this is really a burden to us not helping.I need all the fees for the classes they charged and the books. Thanks.

  

  Business response

  05/10/2022

  This is the same issue as complaint 17183021.  Our response is attached in a word document.  Thank you.

  Customer response

  05/11/2022

   
  Complaint: 17181280
  
  I am rejecting this response because the business has not provided  any reference of me contacting them in September of 2021 and October of 2021 to cancel the Geography and Health and History. At the time My son did not have his GED and I asked Another school that he was taking ** History, and health to send the American School his class report. American School evaluation team did not distinguish the name difference.  They even sent American school my daughter's report by mistake (my son and my daughter have similar first name). The person who was working with me from American school thanked me for brining the issue to their attention, the point being YES I CONTACTED AMERICAN SCHOOL TO CANCEl HEALTH, GEOG, and ** HISTORY in Sep of 2021 and just like ********************* the education coordinator who was helping my son with tutoring mentioned, Everything American School does or say, depends on who you talk to at the time... I am asking American School to credit back our account for the charges they made for these three classes.
  
  Sincerely,
  
  ***********************

  

  Business response

  05/12/2022

  Our response is in the attached Word document.  Thank you.

   

  Sincerely,

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

  American School Executive Vice-President
  

  Customer response

  05/12/2022

   
  Complaint: 17181280
  
  I am rejecting this response because: 1. I do not know how much in total American School is refunding. 2. I am not accepting $100 processing fee for the refund. This is a refund because of the cancellation I requested and you have no records of it due to inadequate bookkeeping.

  You have an email from ******* Academy back in September of 2021 indicating that my son finished ** History and Health plus some more classes, and why I should have contacted you in September and still let you add those classes that he finished with ******* Academy,  to his plate?

  I accept the refund that you are proposing under two conditions. I accept your gesture of good health, if:

  1. you take a log for any future call /students and follow through inquiries by parents. I can pass this along to social media if you do not, and I can contact other parents.

  2. Please remove the processing fee you mentioned in your last letter and refund me what you proposed.
  
  Sincerely,
  
  ***********************

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