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:06/04/2025

  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.

  Two years ago, this business was recommended to help our son. We paid for a discovery session with ******* but did not proceed due to availability and chose a different path.This past school year, we were again referred. I exchanged emails and had a February phone call with Kristens replacement, *****. I explained our sons needs, and she said shed listen to assess if *** was a fit and, if so, schedule a consultation to find the right specialist. But she later said they had no availability or good fit and would be in touch if that ********** March, ***** emailed that they now had what she called a wonderful and experienced fit for our son and urged us to come in for another $295 consult so she could schedule us. On trust, we did. I didnt attend, but my wife and son said the meeting focused almost entirely on promoting ***, not getting to know our son.On trust, we moved forward with the recommended specialist, ***** At the first session, my sonnormally open and curiouswas unusually reserved, timid, and uncomfortable. The therapist was awkward, avoided eye contact, and lacked warmth. It became clear in conversation with her at that session, she was new to ***, didnt know their systems yet, and had just started. She shared she was previously a music teacher (our sons least favorite subject), didnt like sports (our sons fav.) and left music because she didnt like kids. The match seemed driven by sales, not fit.The next day, I spoke with ***** to calmly explain our concerns and didnt feel we should be charged given the misrepresented fit and was hesitant to continue. She admitted the therapist was new but asked us to try two more sessions. I agreed only if we wouldnt be charged, and she said she could stop payment. The sessions didnt improve after 3 and we ********, weve been billed $295 for the consult and $660 for sessions$955 total. I contacted ***** for the credit, but her boss replied, citing a signed agreement and refusing a refund.

  Customer Answer

  Date: 06/16/2025

  I have not heard from the business in response to this complaint and remain unsatisfied as they have broken their word to not charge me for these fees.  I have also contested the charges via my credit card company.  I recommend people do not do business here based on their lack of integrity and follow-through.  

  Business Response

  Date: 09/22/2025

  As I wrote to *** ********** in the spring, we are very sorry he did not find the services at Architects For Learning to be satisfactory. Given the nature of our services (1:1 support for students' speech and language skills) and the reality that measurable progress can take some time to occur, we are unable to offer a guarantee on our services, especially in the short time frame *** ************ family worked with us.

  The only charges that were billed to *** ********** were for a consultation meeting/record review and the three 1:1 sessions that his student attended--all of these sessions were approved and confirmed be *** ********** or his spouse before attendance. When *** ********** subsequently reported these as fraudulent charges, the ensuing review by our credit card processor found that these charges were in fact allowable and aligned with our terms of service.

  Customer Answer

  Date: 09/26/2025

  I've tried calling but no one answers.  Please call me and happy to discuss this further.  

   

  What you've wrote actually isn't entirely true.  The credit card company reviewed all information and agreed with me that based on all the facts presented, I should not have been charged for these items.  However, they said the business disagreed and given ******* promise to me was verbal, they were unable to force AFL to do as ***** promised when she assured me I wouldn't need to pay if I were dissatisfied with the 3 sessions after her apologetic call following the dreadful first session.  

   

  Regarding the consultation fee, when brought in for the initial consultation, a poorly matched therapist was portrayed as an excellent one--we never should have been brought in for this match, especially given ***** (director) and I had spoken at length about my son's needs before this time.  Regardless, this consultation was a sales pitch more than a consultation. 

   

  Regarding the 3 session charges, I've been clear that the first appointment was very awkward and made our child more uncomfortable than I've ever seen in his lifetime.  When I spoke with ***** the next day, she encouraged me to continue and I said we would only do so if we would get a refund on these sessions, if we remained dissatisfied and with her approval, I consented.  After the 3 and before the date ***** gave me on that call, I let her know we would not proceed further.  If integrity was important, a refund is due to us.  

   

  In the **** discussion, **** said *** suggested we signed a contract saying no refunds, etc. but frankly, we don't recall signing anything and no proof of this has been furnished to **** or to us.  Why not show us this contract, if it was signed?  And regardless of the contract, what about promises made per above?  Is that not important to you in how you run your business?  

   

  If not, I can first presume that the integrity of *** ownership is as poor as the quality of services offered to us and how can you feel justified in charging a consultation fee for a sales meeting that didn't change anything for the treatment and provide a service that made our child uncomfortable and trembling for the first time in his life?  And, then after a wholesome, honest conversation about the problems and a commitment to refund if not happy, reneging on your promise that we could try the next few sessions but if dissatisfied, not pay?  It's really astonishing.    

   

   

  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

  Date: 09/29/2025

  Thank you for clarifying your perspective on the consultation and enrollment process. Based on what was written, there seems to be a misunderstanding around what ***** promised that I hope to better explain here: Because we typically describe our services in the context of the Foundations program, which operates on a monthly tuition model, ***** often clarifies for new clients that said tuition is charged every 28 days and can be opted out of at any time; I believe this opt-out was what may have been misinterpreted as a refundable trial period. As my email from the spring as well as the Foundations Terms of Service (attached) describe, however, payment is required for sessions attended. 

  In this case, *** ************ child did attend three sessions, one of which he and Mrs. ********** even collaborated with the specialist on rescheduling. In addition, on April 18, Mrs. ********** replied to an email from ***** indicating that the family was still considering whether they wanted their child to continue with Architects For Learning beyond the third (and ultimately last) session. In other words, we had no indication there was the level of extreme discomfort described in this response. I am nevertheless sorry this was not a positive experience and wish *** and Mrs. ********** the best in finding a more optimal setting for your child.

  Customer Answer

  Date: 10/07/2025

  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. 

  The business replied that they are unable to provide a guaranteeyet they did exactly that on the phone.  (A) They should not have done so and set a false expectation with me and since they did (B) they should hold to their promise.  Additionally and as already noted, as I got to know the therapist in the first session, it was plain as day that this therapist was a BAD match for my son.  Knowing what ***** did from our extended phone call in the winter when she said she would call us if and when she had a good match, she seems culpable of bringing us in for a ~$300 first meeting, for which we shouldnt have been there in the first place and beyond that, the meeting was predominantly sales rather than consultative, questioning the actual purpose of the meeting.  

   

  Without leaving a vmail, I have tried numerous times to reach the business by phone but they do not seem to answer no matter what time I call.  I find it quite notable that their business profiles do not allow reviews and that they are uncompromising on these issues.  How very disappointing that reputable people recommended this business to **.  
  
  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,

  ****