Vidya N.
1/5
Every parent wants to offer the best education support for their children, and our intention was no different.
We joined C2 Education two years ago and were introduced to the center director, Gordon. Despite our reservations, he sold us a 100-hour package and assured us in writing that we could get a refund for unused hours with just a single email sent to the C2 helpline. He repeated this in subsequent sales transactions of 100-hour packages as well.
In January 2024, we got a farewell email from him, notifying us that he was departing the center and there would be a new director. We immediately responded, worried there would be a communication breakdown and the commitment would not be honored. The former director responded from his personal email that we had nothing to fear and that the refund would be honored. We have not received a response from anyone officially employed by C2 during that period.
In May 2024, as our daughter was graduating high school, we sent a formal email requesting a refund of the unused hours. We got a response from the new Center director stating that we used 64/100 hours and that we would be reimbursed only 15% of the total purchase price (which comes to around $800), which was a complete breach of commitment. Our original concerns and fears were well-founded.
After several back-and-forth communications, the new Center director acknowledged that the former director, Gordon, had made a mistake. She discussed refund options with us, and we settled on an option that included a pack of 10 classes we could use once our daughter started college in the fall and a balance refund of around $1852. She sent an email saying that she would work with us through this process and sympathized with us for our challenging position. She then returned after about ten days, asking us to take a call from Scott Thomas as a follow-up, and a call was scheduled. After waiting on a Microsoft Teams call for more than 20 minutes (we sent a follow-up email saying we would be dropping off and to call a phone number - we received a phone call). We were asked the same set of questions that we had already furnished in prior calls over several days.
This gentleman was extremely rude and started shouting on the phone, saying that we should be adhering to their policies without regard for what it means to be polite to the customer. He immediately followed up with an email sent to the C2 customer contract distribution center, saying that we now only have 53/100 hours, not 64/100 hours like what was communicated originally.
After a few days, the VP of Operation Services, Whitney Myers, from the escalation center, responded that there was no recourse and that we would only get $851 back, refunded to our bank account (instead of the original form of payment)—why is that?
There are several problems here.
1) The discrepancies in communication have been highly frustrating for us as customers of C2.
2) You don't yell at your customer and tell the customer that you don't care about helping us here.
3) It was your former employee who committed on behalf of your organization, representing your organization, and it's your responsibility as an organization to honor that commitment. You don't say I am not going to take responsibility - you are on your own.
5) All individuals (current center director, sales manager, VP operations) have gone silent despite repeated attempts to contact them during this episode for the last seven weeks.
Our only recourse is to leave this detailed review across all sites so that other prospects are walking into this den of deceit with their eyes wide open. This entire experience has us questioning the credibility of C2 as an educational institution chartered with the goal of improving our children's lives. This is not how customers should be treated, and we hope every prospective customer spends the time to read this and beware of this center/franchise/organization. It is an absolutely dishonest organization with questionable practices.
