Complaints

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.

• Initial Complaint

  Date:08/10/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 initially booked a language abroad study program with EF International Language Study Schools in October of 2023. After rescheduling twice due to concerns regarding my health, I requested a medical refund of my investments into the trip as of February 25th, 2025. I provided a medical notice from my doctor as requested by the company on February 26th, 2025. As of April 1st, I was informed via email from company representative ******* ******* that my cancellation request was approved and that I would be refunded the full amount of money minus the deposit initially paid, totaling an amount of $5,203, and was promised it would be paid back to my credit card on file within the next 30 days (as written on April 1st). After confirming the company has the correct credit card on file via email, I have still not received my refund after a total of 25 emails, 14 phone calls, and 4 telephone appointments, one of which was canceled with a 10 minute notice, and another was a no-call-no-show from the company. All phone calls and interactions I've had were pleasant and the person on the other end always promised to investigate. As of Tuesday, July 29th after a phone call with ******** Mar, I was promised a paper check and a full investigation into the delay. As of today, August 9th, I have received no word, even after two follow-up emails to confirm our call on the 29th of July.I was promised a refund of what I had paid minus the deposit, and after a process that is currently now taken 165 days, this feels as though the business is intentionally delaying the return of my funds. I would like a resolution to this issue in the form of a refund in the amount of $5,203, as was intially promised to me in an email from a company representative as of April 1st, at 5:03AM.

  Customer Answer

  Date: 08/20/2025

  I have not heard from the business in response to my complaint. I have since submitting this complaint, attempted to reach out to **'s ILS customer service email, and have yet to receive any responses.

• Initial Complaint

  Date:07/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 was encouraged to prepay for activities that the school had so I did, now they wont give me back around $300 that I did not use. I have been calling for months since I got back from ******* after leaving May 3rd. I want my money back and I keep calling and no one has returned my money. Not to mention not telling me that it was going to be $500 extra because I have a food allergy and am doing my best to stay a vegetarian. They also said they would reimburse me for a taxi for not giving my a clear address to taxi to when I arrived. $69.14

  Business Response

  Date: 07/14/2025

  Thank you for reaching out and sharing your concerns. Were sorry to hear about your experience, and we want to make it right.

  We want to let you know that we received two missed calls from you and have returned them, but it seems we've unfortunately missed connecting live. We'd still really appreciate the opportunity to speak with you directly to review the details.

  Please let us know a good time to reach you by phoneor feel free to call us back directly at ************** or by email at ********** so we can personally assist you. Thank you again for your patience, and we look forward to connecting soon.

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Education first enrolled my daughter in a study abroad program in ***** where she was promised to be placed in a host family who would feed her breakfast and dinner on weekdays and full 3 meals a day on weekends and have close transportation for her to get to school. She was placed into a home where she is not offered the meals and is in a home where the closest bus stop is over a mile away and up a hill. I have contacted the school to have her moved because it is unacceptable to have a child in a home where she is not fed and if she is hungry to have to walk over a mile to get on a bus to get food. She thens has to walk a mile uphill in 100 degree weather to get back to her host family. Education first could care less about the safety of the children they are supervising overseas. They will not move her into the dorms which are on campus and have reliable food source for the children. This involves kids who are minors and should have more care

  Customer Answer

  Date: 07/05/2025

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 07/06/2025

  Thank you for bringing your concerns to our attention. We take all student and parent feedback seriously and are truly sorry to hear that your daughters experience did not meet expectations.

  At EF, the health, safety, and well-being of our students is our top priority. Our host families are carefully screened and provided with clear expectations regarding student meals, transportation access, and support. If a student or parent reports that those expectations are not being met, we act quickly to investigate and find a solution.

  In this case, our local staff did receive your concerns and have been working to address them. We understand your frustration, and we agree that students should have consistent access to meals and safe, reasonable transportation options.

  We value your feedback and are reviewing this case to ensure all standards were properly followed. If they were not, we will take the appropriate steps with the host family and our internal processes to prevent similar issues moving forward.

  We are always available to speak directly should you wish to continue the conversation or discuss additional support options. Please dont hesitate to contact our team.
  

  Sincerely,
  ************ First

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  On February 2, 2024 we entered into an agreement with ************ First for a semester exchange student program for our 16 year old daughter. She was to go to ****, ***** for 4 months to attend the ************ first campus and stay with a host family. Upon arrival we found the situation much different than what we were promised and for the safety of our daughter we decided to pull her from the program and bring her home. She was to have help to and from school on public transportation and she did not. We were told she would be in a homestay with another girl her age and she was not. She was left to fend for herself in a large city. We informed the school immediately and discussed a refund. We were told we would receive a refund within 30 days after signing the termination papers. We have been emailing and calling EF for the past 2 months and have had no response since Oct 31st, when they told us our refund would be returned. They promised to give us half of our original cost but due to the emotional distress this has caused my daughter and our family we are asking for a full refund.

  Customer Answer

  Date: 01/18/2025

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 01/21/2025

  Hello *******,
  
  Thank you for taking the time to share your feedback on your daughter's experience in ****. We do apologize that her experience was not what you anticipated or what we want for our students. We also regret that we were not able to address these concerns and better support your daughter before she returned home with you.
  
  At this time, we are not able to make an exception to our withdrawal terms and conditions. That said, we are pleased to report that the previously-discussed refund was issued today and should be returned to your account within 3-5 business days (though most see it sooner). We appreciate your patience here. If you have any further questions, please don't hesitate to reach on our direct customer support lines: *************** and ***********

  Customer Answer

  Date: 01/22/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** *********

• Initial Complaint

  Date:12/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  We had booked an ** language program abroad for our son- 2 weeks in ***** in January 2025 Unfortunately our son is unable to take this trip due to strong side effects of necessary medication and increasing anxiety. I reached out by email and spoke with ***** by phone on Dec 13 to cancel the program. I was given the option to rebook or get a partial refund, and I decided on the partial refund. I was told it would go back on our credit card in several days. It is now a week later and the refund has not been processed. After multiple emails, I finally got a strange response - the ** email said that their IT system is doing a big changeover and they hope to be done in January and process our refund then. What?!?!I find it VERY hard to believe that they cant offer any refunds until January!!!I have never heard of this with any other company. I was told we would get a partial refund (around $1200) based on our cancellation date of Dec 13. I would appreciate it if ** would honor that and refund our money. Thank you.

  Customer Answer

  Date: 12/30/2024

  I have heard from the business in response to my complaint but they have NOT resolved my complaint- they only told me the same nonsense- that my refund will come sometime next month because right now their systems are down. 
  My refund is now more than 2 weeks past due and their only response is next month sometime.

  That is not satisfactory. 

  If they wanted to, they could resolve this - if they wanted to, they could respond to you - clearly, they dont care. 

  Customer Answer

  Date: 01/13/2025

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******** *******

• Initial Complaint

  Date:12/15/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  My neice left her Apple iPad at the ** Language School in ********* (**) in late-March 2024. We contacted the school via email and was informed to send a ***** Tracking, so that the item can be picked up and delivered. The school later can back and stated that the item was lost and that they would replace it. We sent them the relevant information (i.e. - colour, model id, make, and etc.), in late-October. But to date, it has been radio silence from the school.I have left several VM's and emails, but no response. I have yet to receive a response. I have included the complete email communications and associated images, for your situational awareness.

  Business Response

  Date: 12/16/2024

  Thank you for bringing this to our attention. I sincerely apologize for the inconvenience and frustration you have experienced regarding your niece's iPad. We understand how important it is to resolve this matter promptly.

  I want to assure you that someone from our team will be in touch with you today to address your concerns and provide an update. We appreciate your patience and the detailed information youve provided, as it will help us investigate further and expedite a resolution. If there is anything additional you would like to share in the meantime, please dont hesitate to let me know.

  Thank you for your understanding.

  Customer Answer

  Date: 12/17/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I received an email from the ** Language School in ********* earlier today and the replacement model that they suggested, is not comparable to the one that *** had.  Her Apple i-Pad was new, 256 GB, and came with a case.

  If the ** Language School in ********* could reimburse in full for a new i-Pad, that will be preferred.  The language school, with the reccommended item, can  pay for the warranty, a new cover, and the extra costs, since their item is only 128 GB.

  I have attached the emails for your situational awarness.

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 12/18/2024

  Thank you for letting us know. Please continue to communicate with the *************** directly regarding this concern. Thank you for your time and have a nice day!

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On March 4, 2024 I began the process of asking a breakdown of the refund I would received from cancelling my trip with EF, as I could no longer travel. ** did not reply to me, even though I followed this up by March 14. I did not receive any form of communication or confirmation regarding my request to cancel until I submitted a letter of complaint. Despite my calls and emails, ** has continually failed to address the issue. When someone finally emailed back they informed that the refund would take 30 - 60 days to be processed. It is now September, and my request began in March, with no progress whatsoever. Every time I follow up with an email or a call, they always inform me that it is in "process", which I highly doubt. They are also no longer emailing me back. I believe the company itself is trying to ignore me and keep my funds which is illegal. Till today ** has not done anything nor communicated with. I am at the point of seeking legal representation due to the crime being committed against me by the company.

  Business Response

  Date: 09/05/2024

  Thank you for reaching out. I am having trouble locating your tour account. Can you provide your account number?

  Customer Answer

  Date: 09/09/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  REPLY TO EF: 

  The account is ********** for EF study abroad. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Khrizia ***

   

   

  Business Response

  Date: 09/26/2024

  Hello Khrizia, 

  Thank you for your patience as we processed your refund. As we discussed on September 6, your refund was in the final stages of approval and would be returned to you by check. I'm pleased to confirm that this check was issued and mailed to you on September 13. If you have not yet received it or if you have any further questions, please don't hesitate to reach out to us at ********** or ***************.

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  In Oct 2023, I booked a four week trip through EF for my teenage daughter to ***** July 1-27, 2024. The fee for the trip was $4,142, which was paid with periodic scheduled payments. We made every payment on-time and according to plan. On May 29, 2024, I logged into our account and it (erroneously) alerted me of a "Past Due" balance of $604, which I promptly paid. A month later, I realized I had paid EF a total of $4,746 ($604 overpayment), which was obviously because of this May 29th payment. I called EF twice to request a refund and both people said they would send to accounting and have them contact me. I was never contacted, so I sent an email to EF on July 2, 2024, formally requesting the $604 refund. I attached to this email a record of all payments I had made to EF, which was $4,746 total--$604 over the contracted amount of $4,142. The next day, July 3, EF responded and acknowledged the $604 overpayment. However, they said they could not refund the $604 until my daughter's trip was finished (which was July 27, 2024). This didn't make much sense, but I agreed to wait. On July 29, 2024, after my daughter was home from *****, I emailed EF again to request the $604 refund. The next day, July 30, EF responded and said they would get the refund process started, but that it "usually takes a while". I emailed again on August 15th to check on the refund, and they again noted "it takes quite a while". It is now August 26th and I have yet to receive the $604 refund. I made this over payment 3 months ago (May 29th), and have been requesting a refund since July 2nd. I have been extremely patient with EF, even when the request to wait until end of trip seemed unreasonable. And now, two month later (and one month after end of trip), I have yet to receive the $604 refund. I have worked for years in business/accounting and know this is not a reasonable business practice.

  Business Response

  Date: 09/03/2024

  Hello ********,
  
  Thank you for following up on your refund status. While we can ask for exceptions, it is our policy that any refund will be issued within ***** days of the course end date. I apologize that we were not able to issue your refund before the course end in this case, but appreciate your patience. We are happy to report that your refund has been approved by our financial controllers and was issued on August 29th.Please allow 3-5 business days (depending on your bank) for the funds to be returned to your account.
  
  For any further questions, please do not hesitate to give us a call at ***************.
  
  EF Admissions Team

• Initial Complaint

  Date:08/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 my 2 daughters for the ** St. ******* program (from 7/824-7/19/24) on 2/4/24. Without consulting us, we were switched to the Nice program on 4/4//24. At that time, my salesperson, *****************************, verbally informed me that I would receive a refund for the difference in the cost of the two programs of approximately $1,200. On 6/19 I contacted customer service to see what was going on with my refund and was promised that my refund would be processed in 2-3 weeks. My father, who originally paid for the program, passed away and his credit card was canceled, so I was asked to submit a new credit card number on 7/1 which I did. I still didn't receive my refund. On 7/25 I contacted ** customer service again. Program administrator ******************** told me they couldn't put my refund on a different credit card and I would have to receive a check. It's August 13th, and not only have I not received a check, but now I'm not getting replies to my emails. This is completely unacceptable and based on the number of complaints I see on the Better Business Bureau, this is a chronic problem which ** needs to remedy immediately. I've been waiting 5 months for a refund which was supposed to take 2-3 weeks.

  Business Response

  Date: 08/21/2024

  Hello,
  
  Thank you for following up on your refund status. While there may be exceptions made for certain circumstances, it is our policy that any refund will be issued within ***** days of the course end date. I apologize that we were not able to make an exception and issue your refund before the course end in this case. It seems that there was some confusion with the staff member you spoke to on 7/1 regarding the new card details. We are only able to issue a refund to a new card if it is connected to the bank account associated with the original card. As discussed on 7/25, the relevant bank account was closed entirely, so we are not able to issue the refund back to the card and must issue it by check. This check is awaiting final approval from financial controllers and we will communicate an expected delivery date to you as soon as we have one.
  For any further questions, please do not hesitate to give us a call at ***************. 
  
  Best,
  EF Admissions

  Customer Answer

  Date: 08/21/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Dara

   

   

• Initial Complaint

  Date:07/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 made payments for a language abroad tour dating back to October 10th in 2023 through January 25th amounting to $4302. I left a message asking for a refund during the dates of January 26th to the 30t and was contacted back on February 1st. I was only contacted back after I said Id take my complaints to the bank if they did not contact me back by weeks end. After talking to the person originally handling my account, I was directed to the Director of EF Admission ******* who said it would be 60 to 90 days before Id receive my refund. No paperwork was send out and when I tried contacting ******* I was met with an automated message stating the person I tried contacting was unavailable. Only after I called on my house phone was I able to get connected to someone. From February 1st till July 1st I was unable to be issues a refund or receive a call back which in and of itself is inexcusable. It has taken oven 5 months just to be sent via email a course cancellation form which should have originally been sent February 1. After how I was treated during my initial call on February 1st and how long its taken just to be sent paperwork that I had to get using a different different number I want a full refund. During my initial call with ******* he kept stating the contract that I signed and he gave me the dates of between 60 to 90 days before I get any refund back and its been well over five months since Ive been able to get a response.

  Customer Answer

  Date: 07/14/2024

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 07/15/2024

  Hi ******, 
  
  Thanks for reaching out. Reviewing call logs it seems like you had other numbers which were not the best way to reach our team. I want to make sure you have the best way to get a hold of us a **************. We are happy to refund you ASAP. Once you return the signed cancelation form we have sent you we are able to initiate your refund, and in this case expedite it is fast as we can since you have been waiting for quite some time. We understand that you are requesting a full refund for your course. Based off of our terms and conditions and the notice period that you gave you are entitled to a partial refund but not a full refund. The cancelation form that was sent to you has the correct information and amounts on it. We kindly ask that you sign, and send it back to us by email at *********** Once signed we will process your refund. 
  
  Best,
  The EF Admissions Team