• Report: #776742

Complaint Review: WordSmart

  • Submitted: Wed, September 14, 2011
  • Updated: Tue, April 03, 2012

  • Reported By: Leslie Akins — Murfreesboro Tennessee USA
WordSmart
10025 Mesa Rim Rd San Diego, California United States of America

WordSmart 5 Month Committment-BEWARE San Diego, California

*UPDATE Employee: WordSmart rebuttal regarding continuity and tech support

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This company is very aggressive in its sales, telling you that you can cancel. However, if you do not cancel within 30 days of receiving the CD's, you are locked into a 5 month commitment.  It doesn't matter if you child already takes the ACT or whatever you were prepping for--you are locked in for 5 months. You essentially pay $450 regardless of whether you use the service or not. It costs $150 to cancel before the 5 months, which is what I did, but this is a total rip off.  The CD's did not work in my daughter's Apple laptop, and we had to find another computer to use. Will tell anyone--don't buy!! They did not emphasize the 5 month commitment.

This report was posted on Ripoff Report on 09/14/2011 01:06 PM and is a permanent record located here: http://www.ripoffreport.com/r/WordSmart/San-Diego-California-92121/WordSmart-5-Month-Committment-BEWARE-San-Diego-California-776742. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

WordSmart rebuttal regarding continuity and tech support

AUTHOR: Faith - (United States of America)

I am sorry that Mrs. Akins was not happy with the end result of her WordSmart order. Per her complaint I reviewed the recording of her original sales call to make sure she was clearly informed of the five month payment commitment that is involved in our tutoring service.

First I would like to make it clear to anyone reading this review that all WordSmart customers are not set up on our tutoring program. Only customers who want to get the one on one tutoring in addition to the WordSmart products are set up to receive our tutoring services. We offer an excellent tutoring program for students preparing for the SAT and ACT which includes a personalized tutoring program set up to accommodate the students individual needs in addition to several SAT and ACT practice tests.

Regarding Mrs. Akins statement that the five month commitment was not emphasized, her sales call recording confirms that that is not true, she was actually very clearly informed of the payments that would process if she did not cancel the tutoring service within the agreed upon 30 day trial period. Mrs. Akins was told If you decide to continue like most parents do it will be five monthly payments of $89.99. If you decide it is not a perfect match, which is highly unlikely, just give us a call by the end of the 30 day trial period and there will be no charge for the tutoring service at all. Mrs. Akins said Ok. Then later in the sales call the sales man again told Mrs. Akins After the 30 days if they dont hear from you they will assume success, your trial will be over and your card will be charged the first of five monthly payments of $89.99.  Mrs. Akins even repeated what the sales man said at one point, stating There will be five payments of $89.99. The sales man confirmed that she was correct. Of course this information was in writing in her package as well.

Mrs. Akins is correct in that if our tutoring program is not canceled within the trial period the customer is committing to make all payments. This is not something that we want to hide; to the contrary we make this information as clear as possible to all of our tutoring customers. Since we want to give our customers the option to opt out of their agreement we do offer the cancellation fee as a courtesy. Or if our customers feel some of their tutoring time went unused we are always happy to work with our customers and give extra tutoring time if needed.

 In regards to Mrs. Akins statement that our disks did not work on her students Apple laptop, there is no reason for the WordSmart disks to not work on an Apple computer, our products are compatible to both Mac and PC computers. We have free technical support for all of our customers and would be happy to work with Mrs. Akins, or any other customer, to make sure we can get her products working correctly.

The bottom line regarding our tutoring program is that WordSmart offers an excellent service at a very good rate. Many tutors charge $50 to $80 an hour. WordSmart offers personalized tutoring at a fraction of that cost. We allow our customers to evaluate the tutoring service for a full month at no charge. If they do not want to continue we simply ask for a cancellation request during their agreed upon trial period. If they do not cancel then of course they are committed to the service, as they agreed to be on their recorded sales call. Mrs. Akins sales call recording confirms that she was clearly told of the 30 day trial period and of the payments that would process should she pass that trial.

If Mrs. Akins would like to take advantage of our free technical support for her students Apple computer she can call our technical support representative at 1-800-858-9673 extension 1.

Sincerely,
WordSmart Customer Service
 
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