Complaints

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• Initial Complaint

  Date:03/14/2023

  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 signed my 7 year old daughter up for the lexersice ( Dyslexia) reading program. I chose the more expensive program/option because it came with a garentee that if my child did progress a full grade level in 8 weeks she would get 4 weeks free. They ask that parents are engaged and help threw therapy sessions and in online nighly class. At the end of our 8 weeks my daughter had her assessment and her test score showed she did not imorove a grade level. I got an email from my daughters teacher/tutor telling me unfortunately she felt my daughter was disengaged at her 7th session and because of that my daughters garentee is void. She is sorry and knows its especially frustrating to hear but when kids have ADHD and dyslexia and other disabilities its harder for them to focus and focus is important to this program. Excuse me but that is a bunch of BS her option that my daughter wasn't fully engaged threw our 7th session is an excuse to not grant the garentee! My daughter also had hand foot mouth right because our 7th session and I had to reschedule and was charged extra for that. Use a different program these people are about money they are not about helping our children!

  

  Business Response

  Date: 03/16/2023

  Lexercise always honors the guarantee we give our clients. We have granted the guarantee to 100% of clients who have met the requirements of the guarantee.
  
  Our Professional Therapy Guarantee requires parents to do their part to ensure their child gets the full benefit of our dyslexia treatment. Since this is so important, we have parents sign an agreement committing that they will:
  "Attend and participate in 8 therapy sessions with my child within 8 consecutive weeks"
  "Make sure that my child responds to and participates with the therapist for the entire therapy session each week."
  
  The parent signed this agreement, acknowledging these requirements. Unfortunately in this case, we were not able to grant this client a free month of therapy because not all requirements of the guarantee were met. Specifically, the parent was not present or attentive in all sessions to support the child’s attention and learning. We have documentation from our client's therapist that after Session #1 (during which the parent took two phone calls), she informed the parent of the level of engagement required during sessions. Further, in two more of the eight sessions, the therapist recorded that the parent was either not present for part of the session or was not attentive and did not ensure that the child responded and participated with the therapist during the session.
  
  Even though we cannot grant this client a free month under our guarantee, we would like to continue supporting them with the appropriate dyslexia therapy to meet their needs. The parent had reported that she was seeing improvements in our client's reading, such as improvement in reading small words and greater confidence reading beginner books, and we would love to further support this child's growth and development. We have attached our email message to Mrs. ****** dated March 14th where we communicated to her about this.
  
  We are thrilled that we can provide struggling students with the support and intervention they need, and we guarantee the effectiveness of our dyslexia therapy service. Requiring parental engagement and support of their child during sessions is not a loophole. It's a key component of the effectiveness of our service, and is one of the reasons we get students with dyslexia the fastest remediation available.

  Customer Answer

  Date: 03/16/2023

   I am rejecting this response because:
  I agree that parent involvement is important. That's why I paid extra money to be involved and get the guarantee. I was involved in every single one of her in person lessons and online nightly lessons. When I say they use engagement as a loophole. I say that because even though I was engaged and my daughter was as well at the end of our 8 weeks when my daughter did not pass her guarantee was Not granted because

    They thought she spaced off a little in one of her sessions. That is a matter of opinion if she spaced off (shouldn't the teacher of voiced her concern not X child off?) . My daughter teacher smiled and told me only 8% of kids don't pass with the way we grade (basically telling me the guarantee is a Gimme it to charge extra money). She also told me the 8% my daughter is in are the kids who have a hard time paying attention.. Oh you mean the 8% that don't pass don't qualify for the guarantee. This company needs to be Investigated for fraud.