1 reviews | Active since Jan 2024
Teneo failed to send important documents and now my daughter is stuck in a lower grade
We've been with Teneo for 1 year, and their communication is the worst. I informed them at the end of 2023 (within the requested 1 month timeframe) that my daughter will be transferring January 2024. Done everything as they asked, and they rep**** that they will send her final report and transfer letter at the end of 2023. I could not access anything on their "links", spend hours on the phone, while no one answered (yes, all departments). I have logged tickets, sent emails, requested ZOOM meeting assistance, NO REPLY OR ANSWER, ABSOLUTELY SHOCKING. After a week, I finally got hold of someone in admissions (yes, I tried ALL departments) after A WEEK! He was going to escalate the issue to his manager ....AGAIN NOTHING. I kept trying and phoning (you can imagine my level of frustration at this point) and I got hold of someone in Accounts, he was helpful and very apologetic and after checking our account details etc (Yes, we are in good standing), he realised that it is most definitely a mistake on their side. My daughter is on their transfer list, and even he can't understand why no one sent us the final report and transfer letter. He was then going to escalate the matter to management, and if I haven't received my docs by 15:30 today, I should phone accounts again. I did just that, because surprisingly (not at all) I didn't receive the documents. Guess it's no surprise again that I had to listen to the annoying voice telling me to email and ZOOM etc (while I know nothing will come from it) for 22 minutes just to be cut off.
At this point, DOE are getting involved, as the school can't transfer my daughter on the system without the docs. Needless to say, she is now still (on the system) in grade 8 🙈 I now have 1 day to get the documents to the school, otherwise they will have to transfer her to grade 9 when they finally get the documents. Just to mention, my daughter is a strong and very serious academic, and this is also affecting her negatively! How can they operate like this, it mind-blowing, not in a good way at all! We've had a shocking experience with Teneo and I won't wish this on anyone. My personal opinion, WE ARE HAPPY TO BE GONE!!! PS. I wish I could give them a -1 star, but unfortunately it's not possible 😔
We are investigating your case and will contact you soonest. Please be assured that every family is extremely important to us at Teneo and we thank you for your patience in this regard. We intend to resolve your matter as a priority.
Our teams are working round the clock to handle all the inbound admissions and parent/student queries. We can confirm that all our support channels are open and functioning but the high volumes are impacting our usual response times which are currently longer than usual. All families receive detailed communications with step-by-step guidelines on how to login, attend induction, use the learning management system, join classroom lessons and access support. Our support channels include email, phone, the Family Portal for logging support tickets, and our Live Support channel which offers real-time video chat. All support channels are open during office hours but please note that the Live Support video chat channel is only available Mon-Fri, 7:30 - 9:30 am and 2:00 - 4:00 pm.
Please note that once admission applications are approved, there is a process that follows which includes loading subject courses and lesson schedules, provisioning logins and emailing all the necessary information for students to attend induction and get into class. Generally our turnaround is 24-72 hours. As it seems your case has taken longer than our usual service timeframe, we are investigating.
Yours sincerely
Teneo Education
We are investigating your case and will contact you soonest. Please be assured that every family is extremely important to us at Teneo and we thank you for your patience in this regard. We intend to resolve your matter as a priority.
Our teams are working round the clock to handle all the inbound admissions and parent/student queries. We can confirm that all our support channels are open and functioning but the high volumes are impacting our usual response times which are currently longer than usual. All families receive detailed communications with step-by-step guidelines on how to login, attend induction, use the learning management system, join classroom lessons and access support. Our support channels include email, phone, the Family Portal for logging support tickets, and our Live Support channel which offers real-time video chat. All support channels are open during office hours but please note that the Live Support video chat channel is only available Mon-Fri, 7:30 - 9:30 am and 2:00 - 4:00 pm.
Please note that once admission applications are approved, there is a process that follows which includes loading subject courses and lesson schedules, provisioning logins and emailing all the necessary information for students to attend induction and get into class. Generally our turnaround is 24-72 hours. As it seems your case has taken longer than our usual service timeframe, we are investigating.
Yours sincerely
Teneo Education