ComplaintsforEF Education First, Inc.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My son was presented a trip to ********** with his *********** in April through EF Tours (EFT). The teacher/tour lead stated a need for adult chaperones to join the trip. They asked if my college age daughter was willing to chaperone. She would pay full price $3479.During the following months she began having some medical issues, and in December it was decided that there was little confidence in controlling symptoms before the June travel and she should not be traveling out of the country, nor as a chaperone. I contacted EFT to cancel on Dec 7th and spoke to a customer service rep who stated that if I cancelled that day I would lose the $95 deposit, the $190 protection plan fee, and a $300 cancellation fee, but if I had a replacement person, the $300 cancellation fee would be waived. I worked with the tour director to identify a replacement, and on Jan 3rd called to cancel and replace with another female parent and school staff member, only to learn that while EFT would waive the $300 cancellation fee, that this was not a "replacement" as represented, but a new traveler, and the price would increase to $4,719. If I cancel, they keep $585, but if another parent fills the seat, they keep $285 from me, and collect $4719 from the parent, plus any applicable fees (like the "travel protection" they sell). That replacement adult chaperone is $5,004+. This is still 152 days prior with only a name change, not even passport info was complete yet. Not short notice, no special training needed, and a school staff member that has received a background check already. They have begun adding fees to my daughter's account, and hung up on me, three days before the next cancellation penalty increase.EFT is not operating in good faith. They have established policies to take advantage of high school students and their families, then price ***** when those families are in a vulnerable state. I'm no longer confident EF Tours should be trusted with the lives of juvenile travelers abroad.

  

  Business response

  01/19/2024

  Thank you for reaching out. After reviewing both traveler accounts, I see you spoke with a Traveler Support manager on 1/9/24. A replacement traveler was enrolled and cancellation with replacement option was used for ******'s account. ***** was also cancelled with standard cancellation and insurance information was shared in order to file a claim. Please let us know if you have any additional questions by calling ************.

  Customer response

  01/22/2024

  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. 

  [While the response from EF Tours is factual, it is also written to avoid the issues raised.
  - The replacement traveler was billed as a new traveler, not a replacement, and as such a 38% ($1290 USD) increase in costs for what is effectively a name change.
  - Yes, both my travelers were refunded, minus $870 in fees. The intent was not to cancel both. We pulled the second traveler after many calls, including being hung up on, and suddenly closed customer service at key notification dates. All layers of unethical actions that cannot be accurately represented here. Their practices required us to make this decision quickly or face increased penalties while we awaited their response.
  

  - EF Tours continues to take advantage of families and price *****. Their unethical practices violate the trust necessary to send children/minors overseas and safely return them. We asked simply for them to honor the replacement traveler, as represented by their customer service representative, rather than take advantage of them. When we asked,were so severely mistreated that we accepted the penalties and withdrew both travelers.]  
  
  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

  01/25/2024

  Thank you for sharing your experience and feedback. Our cancellation with replacement option is a benefit to those that no longer can travel, and find another person to join the trip, so they can get more funds reimbursed. A replacement traveler doesn't always mean a name change, but the make up of the traveler can differ in age and gender which affects rooming and other costs on tour. We apologize that your intention was not to cancel the second traveler. There are three ways to reach us, phone, chat, and email, and we are sorry you tried to reach us via phone on a day that we were closed. A manager promptly reached out to you the following day and honored the cancellation with replacement terms and deadline. We hope your students travel in the future, whether it be with an EF Program, or another educational travel opportunity. 

  Customer response

  01/29/2024

  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. 

  For the next potential customers and the Better Business Bureau - this is all lip service,and EF Tours has yet to address the requested resolution in any of this correspondence. There was no demographic change to the traveler. A single adult female chaperone with completed background check, no information had been provided yet for traveler ID, no Passport, no flights were booked. At this stage the request was a 1 for 1 swap of chaperone since one was having a medical issue. Only the name on the pre-planning roster would need to change.EFT Tours has failed to operate in good faith by taking advantage of the situation and hiding behind an abusive policy to justify gouging the "replacement" traveler for an additional $1290 (while also keeping $870 in fees from us). EF Tours has tried to paint themselves in a positive light saying sorry I was unable to reach by phone but beware: The chat referenced will not allow communication about canceling, the bot instructs you to call only (I tried). EF Tours closed all customer service call centers down on 1/5-8 with no notice, ALL CUSTOMER SERVICE WAS CLOSED. Yet 1/5 was the date I was required to notify of both the cancellation AND the replacement traveler, or there was a several hundred dollar increase in penalties. Yes, their manager contacted me on the next business day 1/9. They failed to disclose that this is because I bypassed their website and customer service, and located their headquarters reception phone number in ******, and their receptionist was extremely helpful in covering for their customer service failure and sent a message to document the date I was canceling. With their other actions, I do not trust they would have honored this in any other way. I will not allow a minor under my charge to travel under this organization. If this is how they take advantage of a simple issue stateside, how will they abuse a family when there is an issue while a minor is overseas? I foresee no resolution forthcoming and will close this complaint when what remains of my refund finally arrives (note they have yet to deposit the funds that were withdrawn). Do Not *********************** With Your Children. 
  
  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,

  *****

   

   

• Initial Complaint

  12/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I paid for my child to go on a trip that is happening in ****. I have paid for 3 months now. Due to unexpected issues I can no longer afford it. It is telling me that their is a $300.00 cancelation fee with is ridiculously high. I am on disability and about to lose my home. I was never told about this policy till now. All I want is a refund. They are theives.

  

  Business response

  12/13/2023

  Thank you for reaching out. We're sorry to hear you are cancelling your tour. From the time of enrollment up until the date of departure, there are cancellation fees assessed. At the time of your cancellation, you are in the first bracket, which is a $300 cancellation fee withheld, as well as the non-refundable enrollment fee of $95, Global Travel Protection of $190, and any other non-refundable fees on the account. You paid in less than the total fees withheld, so a refund is not due, however we do not bill you for the difference. You can find our full cancellation policy in our Booking Conditions, that were electronically signed upon enrollment, at www.eftours.com/**.
  

• Initial Complaint

  08/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My daughter saved money working while also attending school to pay for a Spanish Immersion experience with a host family in **********. She used EF Education First *** as the company to use for her language school experience. Prior to committing to EF Education First ***, we spoke with an EF advisor regarding the program and the full cost. We received an invoice for this course in the amount of $4,184.50. At no point during the series of communications did the EF advisor make any mention of the currency surcharge. As we are approaching the departure date we were preparing to pay the final payment which had an increase to the final payment of $1,028.58. This additional cost was for what they call a currency surcharge. This surcharge was never shared during any communication and when we called to inquire we were told that it is in their documentation. It is in a section of small print called validity of prices. It states that a currency surcharge *** take place 20 days prior to departure. There is no transparency as to what this cost increase *** be.The significance of the $1,028.58 surcharge is an expense possibility that should have been explained in the conversations leading up to my daughters selection of this company for their services. When we expressed our concern to the lack of transparency in communication regarding the potential for a significant increase in the final payment EF apologized and took off the $1028.58 surcharge and in addition took off the $625.50 discount they had provided when we signed up for this program. A request to speak with a supervisor was never honored.We are requesting that EF honor the $625 early signing discount which was given to us when we signed up for this program and that it is credited back to our account. Our request is based on a lack of transparency of cost, potential cost and lack of communication which gives the impression of bait and switch.

  Customer response

  09/07/2023

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

  

  Business response

  09/08/2023

  Hi ******, 
  
  EF International Language Campuses has many locations throughout the world. In each destination our school is operated in the local currency of the nation that our schools are located in. Our students in the US pay the equivalent of the local currency in US Dollars. Each year our brochures are printed to reflect the most up to date exchange rate between the ** dollar and local production currencies at time of printing. Because exchange rates are fluid, a decrease in strength of *** vs the local currency, requires a surcharge in price to equal the cost of running the program in local currencies. This change can take place up to 20 days before departure. We try to make this clear in our price quotes as well as in the terms and conditions which can be found on the 'how to book' section of our website ( ***********************************) as well as in our brochure. It is important to us that customers understand the program's terms before enrolling as we do not wish for any surprises. Because of the severe exchange rate change of the *** vs Colon, we have gone ahead and have increased your discount to cover the entire currency surcharge as a customer service gesture. This is not something that students are ***********, but we do hope you see EF is going beyond our terms to make this experience a positive one. EF is not able or willing to give both a discount on the currency surcharge in full AND the early bird discount. EF has refunded you $403.08 on August 13th. Currently your balance is $0. You will not be charged or refunded at this time. 
  
  best,
  *******
  Country Product Manager
  EF Admissions Team
  

  Customer response

  09/11/2023

  [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

  07/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the insurance on my trip so I could get my money back in case of emergency and they are refusing to refund my money. I have filled out all necessary paperwork to get my refund and they are now refusing to pay me back. I lost my job 2 months ago and now being evicted (which that money could have prevented this) which is a reason stated by EF for a refund.

  

  Business response

  07/30/2023

  Thank you for reaching out. The insurance company, Seven Corners, is a third party and all inquiries regarding your claim must be directed to them. You can find the policy benefits here: ****************************************************************************. The covered reasons for cancellation are listed.

  Customer response

  07/31/2023

  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,

  ******

   

   

  

  Business response

  08/01/2023

  If you have additional questions, please reach out to ****************** at ************. They can discuss the insurance policy and our standard refund policy with you. 

• Initial Complaint

  05/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted EF Tours on 05/09/23 to cancel a reservation due to unforeseen circumstances and was advised that I would not receive a refund for the reservation.

  

  Business response

  05/09/2023

  Thank you for reaching out. We're sorry you're looking to cancel your student's tour. You can find our standard cancellation policy, agreed to upon enrollment, here: www.eftours.com/bc. You can also find it below:

  EFs Standard Cancellation Policy
  150 days or more prior to departure: Full refund less the $95 non-refundable
  enrollment fee, all Non-Refundable Fees, and a $300 cancellation fee.
  149 to 110 days prior to departure: Full refund less the $95 non-refundable
  enrollment fee, all Non-Refundable Fees, and a $500 cancellation fee.
  109 to 45 days prior to departure: Full refund less the $95 non-refundable
  enrollment fee, all Non-Refundable Fees, and 50% of the program price.
  44 days or less prior to departure: No refund will be issued.

  If you have additional questions, please call us at ************

  Customer response

  05/09/2023

  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 ************************* ****** Leader" presented himself as an agent for the school district for which my child attends.  The aforementioned Group Leader is no longer with the school district and should cancel the trip due to the current position as a "civilian" rather than a middle school educator.  Moreover, a refund is due as their is no viable Group Leader at this time to accompany the students on the trip.  Per policy a 'Group Leader must accompany travelers on every tour. If a Group Leader cancels for any reason, they will be asked to assign a new Group Leader. Any travelers who cancel at this point and choose not to travel with their replacement Group Leader will be treated as standard cancellations. If no replacement Group Leader is found, the affected travelers will need to cancel to be eligible for EFs Standard Cancellation Policy. Those travelers interested in being placed with a new tour group should contact EF at ************. If we cannot find a new tour for these travelers, EFs Standard Cancellation Policy will apply.'(*****************************************************************.  Education First Tours, fails to acknowledge that the Group Leader is not being forthcoming as to his position educating minors and is acting negligently in order to profit.  ***************** is not upholding it's stance on safety for it's students as it fails to properly vet Group Leaders.

  Regards,

  *******

   

   

  

  Business response

  05/15/2023

  Safety is our number one priority. All adult travelers must complete a background check to travel on our tours. You can find this information in our booking conditions. Additionally, a Group Leader does not have to be school affiliated to lead a tour. After reviewing the account, ****************, as well as his chaperone, are still leading this tour. Standard cancellation fees apply for those who choose to cancel. 

  Customer response

  05/18/2023

  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. 
  

  Based on the responses that I have received thus far and no refund or replacement is offered after full payment at 44 days I will contact the ** Attorney General  

  
  Regards,

  *******

   

   

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a tour through EF tours for my daughter which she is currently on now. I paid for a 10day trip to *******, ******, ****** and ********. My daughter ended up missing the first 2 days of her tour and was not able to travel to ******* due to no fault of her own. Flights were delayed which caused the entire tour to miss their connecting flight from London to Berlin. The problem I have with this is part of the tour group (29people) made it to ******* and proceeded with the tour while my daughter and (20 others) were stuck in the airport try to arrange additional flights on their own because the group leader was one of the 29 people who made it to *******. This caused my daughter to miss the part of the trip she was most looking forward to. When signing up for the tour we were offered travel insurance but was told that it was to cover if something happened on our end and we were not able to go. We were never advised if EF tours cannot get you to your travel destination you need insurance to cover that or you will not be compensated. Now Ive paid for a trip/service that EF yours failed to provide and refused to refund me for the missed portion of the trip and told me that I cant file a complaint with them because I didnt purchase insurance! Even the group leader called to try to obtain compensation because there has been issue after issue during this tour. If our group leader thought we could be compensated do you really think she told us that we needed insurance to cover a portion of the trip not provided by EF?!? So now Im out $, my daughter missed the portion of her trip and am being told that we will be refunded $45 for the for 2days missed! Completely unacceptable!! I would like a partial refund due to their inability to provide an advertised service and failure to make sure all travelers are provided accurate information regarding insurance! They should have a company rep go over this not a teacher (group leader) from the school.

  

  Business response

  03/16/2023

  Thank you for reaching out. We're sorry your daughter missed some of the tour due to flight delays. We offer a travel insurance, customized for EF students, Global Travel Protection, that has pre-tour cancellation coverage as well as on tour coverage. It is offered, and explained, upon enrollment online. You can find details of the coverage below and here: *************************************************************************************************;

  Available to all travelers
  Cost: $190*
  Can be added from the time of enrollment up until 45 days before departure. To purchase this plan, log in to your EF account here.
  
  Designed specifically with EF travelers in mind, this plan provides both pre-departure and post-departure benefits, including medical expense coverage that *** apply on tour and tour cancellation for the stated reasons below.
  
  Trip Cancellation coverage
  This plan includes Trip Cancellation coverage. If a traveler needs to cancel a trip due to reasons specified in the plan, this reimburses non-refundable pre-paid payments.
  
  Illness and accident coverage
  Provides benefits related to hospital bills, doctors fees, and medical transportation associated with on-tour illnesses or injuries, as well as travel and accommodation expenses for a family member to be with your child while hospitalized in the event of a life-threatening illness.
  
  Trip Interruption coverage
  This plan includes Trip Interruption coverage. If a traveler needs to interrupt a tour due to serious injury or illness, this provides a benefit.
  
  Protection for your belongings
  Coverage for baggage in cases of theft or delay.
  
  Trip delay coverage
  Coverage for expenses due to trip delays (lodging, food, and other reasonable expenses plus limited reimbursement of unused, forfeited, prepaid non-refundable payments for travel arrangements).
  
  Emergency evacuation coverages
  This plan includes coverages that can provide a benefit in the unlikely event a traveler should need to return home unexpectedly due to a natural disaster or unrest.
  Nonrefundable fees are outlined in EFs Booking Conditions.
  The Global Travel Protection plan includes insured components that are underwritten by US ********************** and cancellation fee waivers provided by EF Educational Tours. You can find further details of the policy, coverage limits, and exclusions here.
  *$190 is the current cost for tours departing on or after October 1, 2023.

  
  
  

• Initial Complaint

  02/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  EF Tours had a trip scheduled to ******* in June 2023. My daughter and I both signed up to go. The trip was canceled due to no fault of ours. Despite the expenses for passports and other travel items, the company took $1,048 out of my account on 2/13. However, I was notoof cancelation on 2/8/23. In addition they are attempting to withhold $1,100 on my daughters account and all money on my account, $2,092. We understand from the group leader that all but $300 would be returned to us. That is not the case. In addition, when asking repeatedly for a supervisor, the representative refused. His name was ****. I have a copy of the text if needed. This is unacceptable business practice and a violation of consumer rights. The company is knowingly withholding money which was paid for a good or service that was not yet provided. No air travel had been booked nor hotels. There is administrative cost only which the $300 should cover.

  

  Business response

  02/21/2023

  Thank you for reaching out. We're sorry you're not able to travel on the tour to ******* as intended. Please find our standard cancellation fees in our booking conditions below and here: www.eftours.com/bc, signed upon enrollment.

  EFs Standard Cancellation Policy*
  150 days or more prior to departure: Full refund less the $95 non-refundable
  enrollment fee, all Non-Refundable Fees, and a $300 cancellation fee.
  149 to 110 days prior to departure: Full refund less the $95 non-refundable
  enrollment fee, all Non-Refundable Fees, and a $500 cancellation fee.
  109 to 45 days prior to departure: Full refund less the $95 non-refundable
  enrollment fee, all Non-Refundable Fees, and 50% of the program price.
  44 days or less prior to departure: No refund will be issued.

  Your Group Leader enacted our Peace of Mind Program, which can also be found in our booking conditions, on 2/16/23. Through this Program, Future Travel Vouchers will be applied to your accounts to use for Future Travel on any EF Program. They are fully transferable. You can visit our website www.eftours.com/travel-vouchers to find an alternative travel opportunity for you and your daughter. ***************** have tours to ******* as well as dozens of other destinations. EF's priority is to offer the travel experience that you signed up for and our voucher will allow you and your family to open the world through education with EF. Again, we are sorry your Group Leader has decided to cancel their tour. 

• Initial Complaint

  01/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In May of 2022, we signed up for an educational trip abroad for my teenage daughter through her school at a total cost of $6630. The Group Leader canceled the trip without input from any of the travelers. I called to request a refund and was told the amount paid to date ($4260) would be reduced by $560, including $165 Travel protection, $95 deposit, and $300 cancelation fee. I told them that I did not agree with the cancelation fee because we were not canceling the trip. The decision was completely out of our control. I then asked to speak to a manager. The customer service representative refused to let me speak with a manager and stated that managers do not speak with customers on the phone, I would have to send an email. He rudely added "you can email them if you want but they are going to say the same thing I just said". The Manager's response to my email restated what the representative said. I again stated that I did not agree with the policy because we were not canceling the trip. The Group Leader canceled it. I also restated that their policy to not allow customers to speak with managers was horrendous. Instead of them holding the $4260 dollars we paid to date and continuing to withdraw $595 from our bank every month, I agreed to the refund reduced by the non-reimbursables and fees. I am willing to forgo the $95 deposit and the $165 travelers insurance. I do not feel we should pay the $300 cancelation fee since we did not cancel the trip. It was canceled without our input or concurrence. Furthermore, their policy to refuse telephone contact between customers and managers needs to change. This company advertises customer service. This policy is in direct conflict with that policy.

  

  Business response

  01/25/2023

  Thank you for reaching out. We're sorry to hear the group leader is no longer moving forward with leading the Journey Down Under tour. We do have a standard cancellation policy, which you had agreed to upon enrolling Makenzie. You can review our standard cancellation policy in our booking conditions at www.eftours.com/bc. Group Leaders are able to make decisions on behalf of their travelers, including but not limited to changing the groups requested tour or travel date. If a Group Leader cancels for any reason, generally he or she will be asked to assign a new Group Leader. Any travelers who cancel at this point and choose not to travel with their replacement Group Leader, or if no replacement Group Leader is found, will be subject to EFs Standard Cancellation Policies. At EF, we begin planning our tours as soon as the first traveler enrolls to ensure the highest quality service at the lowest price. For example, our staff work to vet, negotiate, and book large volumes of flights, hotels, and entrances for groups long before the tours ever depart. Many of these are at a group booking level which is subject to different cancellation rules than typical consumers. After reviewing your account, I see you were working with ******* directly for an expedited refund. 

  
  
  
  

  Customer response

  01/25/2023

  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. 

  This response does not satisfy my issue. It simply restates the bad policy regarding fees for cancelations outside of the traveler's control and it does not address the bad policy for refusing customer requests to speak to a manager. Additionally, I have not received a full refund. As of today I have received $3105 of the $4260 paid. Even if the company refuses to refund the $300 cancelation fee, $165 ******************** and $95 Deposit, I am still short $595 dollars. 
  
  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

  01/26/2023

  Hi there. As explained by the manager you were communicating with directly via email, *******, your last payment of $595 was still pending at the time of your email exchange. The payment has since processed and is a pending refund on the account. You can see this on your online EF secure site, too. You will get an email confirming the amount shortly. If we are able to electronically refund this, the email with confirm the payment method on file. Should we not be able to electronically refund or you would like to opt for a check refund, you can choose that option through that email. 

  Customer response

  01/26/2023

  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. 

  Thank you,

  I understand the status of my refund. However, the payment was removed from my account on 4 JAN and I have not received the full refund. Therefore, my issue is not resolved. Furthermore, my request to waive the $300 cancelation fee on the grounds that the policy is unfair to customer who have no control over trips being canceled has not been satisfied and my complaint that the policy to refuse customers telephone contact with managers has not been addressed. I can not, in good faith, accept the response from ETF until all three of these complaints are satisfied. 
  
  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,

  *******

   

   

• Initial Complaint

  12/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Our schools had to cancel with ** due to low participation. Our school system staff and other parents attended a Zoom meeting where *********************, the ** staff person hosting the zoom assured the teachers and parents that a full refund will be given if school cancellation occurred. The school cancelled today and ********************* from ** emailed that he was taking fees out of my refund. The refund due to me is $1,199.00. ** email today that they were taking fees out of refund which left me $79.00. I checked their ******** page and online reviews and this practice has been done to hundreds of parents and teachers. ** cant be reached easily and promised me that they would cal me today. I have heard nothing and need my money put back into my checking account. There are hundreds of reviews and comments on ******** complaining of same problems. ** has a history of committing fraud against schools and families.. The teacher has also been denied her refund

  

  Business response

  12/20/2022

  Thank you for reaching out. Based on the notes on both your account and *******'s account, in addition to communication logs for the tour, I see an exception was made due to this unique circumstance and the refund amounts have been amended for your accounts. You can see this information on your online EF secure site. 

  Customer response

  01/04/2023

  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 did not get a refund yet ?? Company stated they **** refund me from October Changes but has not yet 
  

  
  

  

  Business response

  01/24/2023

  Thank you for reaching out. After reviewing your accounts, I show an electronic refund was processed to the card on file on 1/12/23 for *******'s account and an electronic refund was processed to the checking account on file on 1/12/23 for *****'s account. You can see this refund on both online accounts. Please reach out to your bank directly regarding these refunds. 

  Customer response

  01/24/2023

  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,

  *****

   

   

• Initial Complaint

  12/09/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I purchased a language course for my daughter to attend a language course to **** ****** for June 2022 in the amount of ********. (Paid in Full). Due to medical reasons she was not able to attend. On June 16,2022 I cancelled her trip. Per EF Education First I would be refunded the full amount minus ****** for an admin fee. (Total refund of (********) . I spoke to *********************** with EF and he stated I would be refunded within 30 to 90 days, which I was not. After numerous emails phone calls to EF and *********************** in September 2022 they sent me a form to sign with the amount to be refunded, this form was not sent to me in June when the trip was originally cancelled. I keep getting the run around from *********************** and when I call there main office on Two Education Circle, *********, ************* ask for his boss he is always in meetings and never returns my call. They tell me that they do NOT HAVE A BILLING DEPARTMENT. This company has owed me since June 2022 my refund in the amount of ********. In fact my last email from *********************** that I would receive my refund by Dec 24, 2022. He even included If I Dont please let him know and he would help. I cannot believe that this company is legit. I have been dealing with this company since June 2022 for the money that is owed to me. I can also send you the numerous emails if needed. Thank you.

  

  Business response

  01/04/2023

  Hi ***,
  
  I apologize for the delay with your refund. I have looked into it and your refund is still in process. I did not realize your course was paid online,which are international transactions with our European banks. These transactions take longer to refund than those that are charge by card over phone.
  
  I am continuing to followup on these transactions and will let you know once I have a final ETA. I am actively trying to get this resolved for your asap.

   

  best,

  *******

  Customer response

  01/05/2023

  Dear *******:  

   

  Your response is the same email you sent to me yesterday Jan 5,2023.

  As a reminder to you this is the same excuse you told me several months ago.

  I have attached the email that you sent to me also I cannot believe that when I 

  contact your company and ask for a billing department somehow EF Education First does

  not have one. I have been dealing with you since June ***************************************************

  No more excuses from you just refund the money that is owed to me.

   

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

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