Berlitz Refund Complaint Over 40-Lesson Package and Hidden Deductions
On July 10, I purchased a 40-lesson package from Berlitz for my daughter for a total upfront payment of approximately $649. She completed three lessons. During the fourth lesson, the teacher started the 45-minute lesson 23 minutes late, then asked my daughter to wait for another five minutes, and ultimately ended the lesson only 15 minutes later. When I reported what happened, I was told that the missed lesson time would be made up and that the teacher would be replaced. I appreciate that S**** Hanım was always helpful throughout this process. However, because of what happened, we decided not to continue with the program.
When I requested a refund for the unused lessons, I was told that $20 would be deducted as a materials fee (even though no printed materials were provided) and that an additional 10% of the total package price would be deducted before the refund was issued. However, the website below states that the full amount would be refunded. When I pointed this out, I was told that the full-refund policy only applies to the Flex Extra package and that these deductions were being made according to the contract. During registration, the contract was sent by email in very small print, which is not something a consumer would reasonably be expected to read in detail, and I was not verbally informed about the refund policy. Furthermore, the information presented under the refund policy section of the website appears misleading to consumers. For these reasons, the amount that should be refunded to me is approximately $584, not $509. If the full amount owed to me is not refunded, I would like to state that I reserve all of my legal rights, including filing a complaint with the Consumer Arbitration Committee.
Premium service does not mean charging the full fee upfront, providing only 15 minutes of a lesson, and then making deductions from the refund without clearly informing the customer in advance. Unfortunately, Berlitz has been a serious disappointment.