Updated, Sept 26 2026-…read more
After I posted my review, Colby, the owner, emailed me the same day. He apologized, took responsibility for how things were handled, and explained that the center was going through a management transition during my son's time there. We also spoke by phone the next day.
I appreciated that Colby listened without making excuses or asking me to change my review. He answered all my questions and my concerns, including why the referral gift card had not been issued, and shared plans to improve communication with parents through conferences. I wish I had received that explanation sooner.
Our experience was still frustrating, but I feel much better after speaking with him. I respect how he handled my feedback and hope the changes he described help other families.
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I enrolled my son at the Mathnasium Brokaw location for three months during the summer, but unfortunately, the overall experience was extremely frustrating.
Before enrolling, I explained that we would be away on vacation for several days during the summer. I specifically asked whether the unused sessions from our 12 session monthly plan could be rolled over or whether we could avoid being charged for the weeks we were gone. I was told, "Yes, no problem. We can work something out."
However, after we signed up and returned from vacation, it was like pulling teeth to receive any flexibility or credit for the missed time. Instead, we felt pressured to squeeze in all the unused sessions within a short period. This was not what had been communicated to us before enrollment.
I also referred two of my son's friends to Mathnasium and was promised a referral gift card. It has now been almost two months, and I still have not received it. I have followed up approximately six times, but the only response I receive is, "I'll look into it and get back to you." No one follows through. Mathnasium actively promotes its referral program, so it should not be this difficult to receive a promised referral reward.
The customer service also seemed to change after enrollment. The director was very friendly during the introduction and sign up process, which was one of the main reasons I chose this location over another one. Once we enrolled and began paying, however, the interaction felt completely different. I often felt like just another customer rather than a parent whose child's progress mattered.
I had to ask several times for information about my son's progress. The only information provided was test scores on paper, without much explanation or context. We were told that monthly progress reports would be emailed, but some arrived late, and the reports contained little more than a score. There were no meaningful progress graphs, details about what he was learning, areas where he had improved, or skills that still needed work. Because tutoring at Mathnasium is not inexpensive, I expected much clearer and more detailed communication about my son's education and development.
There was also an occasion when I arrived during posted weekend business hours to drop off my son, but the employee with the keys had not arrived yet, so we had to wait outside.
One of my son's instructors was kind and approachable, and I appreciated his help. Unfortunately, that positive experience was overshadowed by the poor communication, lack of follow through, pressure surrounding unused sessions, and the continued failure to provide the promised referral gift card.
We have already stopped attending, and based on this experience, I would not return to this location or recommend it to other families. The most disappointing part is that much of this frustration could have been avoided through honest communication and basic follow through.
