AUSTIN, Texas — All Kim Houston McKnight wanted was to help her great-niece succeed in school.
"She is behind in her grade level. She's on the high-performing autism scale, and so she likes routine," McKnight said.
McKnight signed her up with a program at Sylvan Learning of South Austin on South Lamar Boulevard, going twice a week for two hours each session.
"That was going to carry her through the session of summer and into early fall," McKnight said. "So basically we ended up paying $2,700 and we had to pay that upfront."
McKnight said the payment should have covered 60 sessions, but the services abruptly ended. According to a letter sent to customers, the Sylvan franchisee closed her Austin-area locations effective July 31 due to a "lack of resources and termination of the forbearance period and franchise agreement." The letter was signed by franchisee Susan Fairbairn.
McKnight still had 24 hours of tutoring left for her great niece.
"There was a number and an email that you could call her, but I have called that number and I have emailed her numerous, numerous of times with no response," McKnight said.
It is an experience shared by Sonia Canales, a Buda mother who enrolled her 8-year-old son at the Sylvan location in Kyle. She said she had about seven sessions left when the center also abruptly closed its doors. Canales also found the same letter posted on the door of the Sylvan signed by Fairbairn.
Canales also made calls and sent emails with no success.
"I paid almost roughly $4,000," Canales said. "To find out that somebody wasn't helping him and then just left us high and dry, and then of course, he's still left without help and he's still left behind."
KVUE made multiple calls and sent emails to Fairbairn but we have not heard back. We contacted Unleashed Brands, a company that owns Sylvan Learning. It sent us this statement:
"Sylvan Learning has already arranged for several of the affected families to continue to receive tutoring from other franchisees either virtually or in-person and will continue to support those affected. Susan Fairbairn, a franchisee, who independently operated these particular centers unexpectedly closed them without properly notifying us. We have since terminated Ms. Fairbairn’s franchise agreement. Those families who are seeking refunds for classes should contact Susan Fairbairn directly."
But all parents want is accountability and answers.
"These are children, these are our future and you took advantage of families," Canales said.