Complaints

This profile includes complaints for IAP Career College's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  IAP Career College

  903 8 Ave SW Calgary, AB T2P 0P7

  
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  IAP Career College

  167 Midland Pl SE Calgary, AB T2X 1N1

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:29/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had signed up for the Event certification course on June **, 2024. The course said it would begin on June ****. I had hoped to learn the event planning business, but that is not the case. Their website offers satisfaction guarantee with ***% refund if unsatisfied, and no where on that satisfaction guarantee "stamp" does it give a stipulation to time, or any further details to look at (I have pictures of their website to show that guarantee and more if needed). I am very unsatisfied with their course as it does not train you to be an event planner, and should not be offering certification, when all it does is tell you what an event planner does; not how to do it. It is very disceptive! Their guarantee is false advertising, as when I asked for a refund they told me they were sorry but they couldn't give me a refund as it was past ** days. The so called course runs for * weeks and I have barely completed two chapters... which were more like they were quoting something they read out of an job description rather than it being an educational course, therefore I am not wasting my time completeing this scam "college" course. I really feel this is a ****; and upon further investigating others have said the exact same thing on the BBB website which I should have looked up before hand! I expect a full refund which would be the $****** I paid on June *******, plus the $**** monthly charge they charged me on July **, 2024. They have also charged me twice, an international fee which they did not disclose, of I believe .** to equal.**.This so called career college needs investigating; it is certifying people without real training, and they are making false guarantees of ***% refund if not satisfied.

  

  Business Response

  Date: 30/07/2024

  Hello ******,
  
  Thank you for your comments. While most students express enthusiasm about their experience with IAP Career College, we recognize we may not always meet everyones expectations. It is important when placing an order online to be sure to fully read the website to understand what you are purchasing as well as any policies. We do offer a ***% satisfaction guarantee, but you must be sure to read the full policy located on our FAQ page, which states that the request must be within ** days of the purchase.  
  
  IAP Career College offers a wide variety of courses and we do offer certification courses.  The course you purchased was our basic course,which is on how to start a business.
  
  IAP only charges you what we state the cost is on our website.  If you were charged a small fee that is a fee added by your credit card company for an international purchase based on your credit card agreement.
  
  Although your comments are defamatory, we respect your views.  We have upheld and maintained exceptional qualify standards in online education for over 2 decades.  Our course content is developed by a team of academics with designations up to PhD ***** who work with experts in each field to develop courses to offer the best educational experience for our students.
  
  A full refund has been issued to you. We hope this also clears up any confusion there may been regarding our college, your course and our policies.
  
  All the Best,
  IAP Career College
  

• Initial Complaint

  Date:24/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to register for the Nutrition certificate. No where on the Registration page does it say the total is in USD, so after putting in my Canadian address, it says total $*** something, but apparently that is USD despite it not saying that, so they attempted to charge $*** something. This made me go over my credit limit and I was charged a fee. It's very misleading for it to not state anywhere on the registration/checkout page what currency is used, and they probably get away with scamming a lot of people that way. When I input my Canadian address, the currency needs to either change to CAD dollars or state that the "total" is in USD.The customer service person was also quite condescending when I pointed it out. No apology or anything, just a screenshot of where it says USD SOMEWHERE on the website.

  

  Business Response

  Date: 24/07/2024

  Hi *******,
  
  Thank you for your comments and we apologize for any misunderstanding regarding our pricing. It is very important when deciding to make a purchase online to always thoroughly read the website for all information regarding your purchase. This should include information pages, FAQs and any policies that are in place so there is a clear understanding in advance of everything before making a purchase. 
  
  The mention that our courses are in US Dollars can be found on each course information page as well as our FAQs page.  IAP only charges the stated cost of the course and does not charge any additional fees. If you were charged a fee over and above the course cost, that is a fee added in by your credit card company for an international purchase. You would have to refer to the agreement and/or fine print you have in place with your credit card company regarding this.  We also address this on our website FAQs page.
  
  It does not appear that you followed through with your purchase of the course at this time.  We hope this clears up any misunderstanding with respect to the availability of information on our website.
  
  All the best,
  IAP Career College 

  Customer Answer

  Date: 25/07/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  Instead of lecturing mistreated customers (as I see you have done to all previous complaints as well),  in a condescending way (as seems to be your norm), you should perhaps adjust your website so that the currency is advertised on the checkout and registration page, as not doing so gives the impression that youre hoping others dont notice that the advertised price is not in their currency and thereby getting more money from them than they are expecting to pay. Ive never placed any online order on any website where it does not state the currency anywhere on the check out page. Do better. 

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up up for an online bookkeeping class at IAP career college. My check went through and I cant access any class materials. The website says Im not enrolled in anything. They took my money though. Also, I got no confirmation email or anything from them.

  

  Business Response

  Date: 04/06/2024

  Hi ****,

  Thank you for contacting us and letting us know.  We recommend that students reach out to our customer service department if they have any questions or concerns about their course.  It does not appear that have done this, and our customer service team would have been happy to assist and let you know that your course payment was done by e-check.  What this means is the transaction is handled the same as all check transactions.  The money is withdrawn from your account immediately upon making the purchase.  Then PayPal, the payment portal the payment was done through will hold the funds until the e-check clears your bank.  This is why you are unable to access your course as PayPal is ensuing the funds can be released before that happens.  This process can take up to * days.  When PayPal advises the payment has cleared you will be given access to your course. We hope that clears up any misunderstanding you may have had about the e-check method of payment.  If you have any further questions about your course release and access, please contact our customer service at ******************************************************************.
  
  All the best,
  IAP Career College

• Initial Complaint

  Date:17/04/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I've did the professional photographer classes, Ive completed it and got the online certificate but I feel it didn't really help me learn more about the camera itself. I would liked if it had more information about different modes and the business part of it too. It was a good course but again I feel I've haven't achieved, I feel the only thing I benefited from the course was now I have a certificate to show I am a photographer. Other than that I've feel it hasn't done me any good

  

  Business Response

  Date: 18/04/2024

  Hi *******,

  Congratulations on successfully completing and passing your course.  We are sorry to hear, however,that the course was not what you expected. The course is designed to teach the fundamentals of starting a photography business rather than teaching photography itself.  As outlined on the website information page and course topics section you will learn What a Professional Photographer Does, Starting a Photography Business and Getting Clients.
  
  IAP Career College has upheld and maintained exceptional quality standards in online education for more than two decades, serving over half a million career changers since 1999,and maintaining an excellent standing with our vast group of students and graduates many of whom praise their IAP Career College education as being instrumental for their various career developments and successes. Our course content is rigorously developed by a team of academics with designations up to the PhD ***** who work with experts in each career field to ensure course content is created and presented to best support our students.
  
  Our policy states refunds are not provided once a course and exam have been completed.  Although we have provided the training as outlined on our website, you have completed the course, received your electronic version of the certificate, with the hard copy coming in the mail,as a gesture of good will we have issued a $** refund on your course. 
  
  We wish you all the best in your educational and professional endeavors.
  
  Best Regards,
  IAP Career College

  Customer Answer

  Date: 20/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Thank you for your help, will the ** be returned to the card I used?
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/04/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for an online ***** doula course and half the course material is about starting a business and marketing. Which would be great, except that I wanted to learn about the ***** doula trade, and have seperately engaged in business startup and marketing classes... I did not pay for the ***** doula class to have a review of business startup and marketing that applies to any business and it feels like the information was copied and pasted into this class when what I needed the final * chapters to contain is MORE INFORMATION ABOUT BEING AN EFFECTIVE ***** DOULA. I am especially exasperated because one of the review questions was about ***** doulas mostly *************** and not being able to expect payment for their services.... so why half the course material about starting a business and marketing? Those are seperate courses that I would take seperately upon completion of the death doula course. I am happy to pay for the first * chapters but not the last *, a partial refund would be in order.

  

  Business Response

  Date: 09/04/2024

  
  Hi *******,
  
  Thank you for your feedback on IAPs ***** Doula Certificate Course. We're truly sorry to hear that the course didn't fully meet your expectations.  IAP Career College has upheld and maintained exceptional quality standards in online education for more than two decades, serving over half a million career changers since 1999, and maintaining an excellent standing with our vast group of students and graduates many of whom praise their IAP Career College education as being instrumental for their various career developments and successes. Our course content is rigorously developed by a team of academics with designations up to the PhD ***** who work with experts in each career field to ensure course content is created and presented to best support our students covering business startup as well as the trade itself. 
  
  It sounds like you might have benefited from connecting with one of our faculty members. Your Faculty Member is a valuable resource person who can provide you with personal teaching assistance to help you succeed in the course and advice to help you succeed in the career, including further insight into how to apply course content.Sessions with IAP faculty are included in your tuition and available as an interactive option to supplement your learning.
  
   As a gesture of goodwill, we have issued a full refund of your registration despite your registration exceeding our **-day Satisfaction Guarantee window. 
  
  Thank you again for taking the time to provide feedback - we wish you all the best in your future academic and professional endeavors.
  
  Sincerely,
  IAP Career College

  Customer Answer

  Date: 11/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me, I was not asking for a complete refund, and now cannot complete the course to get the certificate. I am not sure how it would have helped to correspond w/a faculty member at IAP, I did not have questions, I just wanted more content on death doula work and less on online marketing, which was half the course, all of which I now read for nothing. Thanks for the refund but it wasn't really the answer I was seeking and I have no idea if my feedback actually got through. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:22/03/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Approximately *** days ago I made a decision to get certified in the ***** **** program. My friend sent me your link. I Briefly read over the site and signed up... paid off and expectanly waited for the class to start.I am not ************ so I attempted to get the number of the school... however the lady who was supposed to answer the help line... would not give me a phone number to call for tech support. In short, I would like a refund. You have no working number to call should I need assistance. I can't even begin to describe how that is not a good sign.

  

  Business Response

  Date: 22/03/2024

  Hi *******, 
  
  Thank you for your feedback. We are sorry to hear your experience with IAP Career College was not as expected.  A full refund has already been issued to you.  It looks like you did not allow the allotted response time for our customer service team to issue the refund and reply from the time you sent the email to the time you issued the complaint and it was already in queue to be handled.
  
  IAP offers several options to assist students.All general course questions and technical support questions are handled through our 24/7 live chat as well as through our customer service support team by email. The phone number you were given by our support team is the correct phone number, and that is also the same number listed on our website for registered student.  The number goes to a voicemail where you leave your details for a return call.  
  
  Our support team issued a refund previously for a portion of your registration as a gesture of good will at that time and the remainder of your payment has now been refunded. 

  We wish you all the best.
  
  IAP Career College

• Initial Complaint

  Date:12/02/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased their "book editor" course on January **. It was such a short course that I finished it immediately. I was fascinated by how horrible the content was. The statistics were from 201* most recently, and some of the suggestions were archaic, for example, "look up publishers in the yellow pages and cold call." I cannot accept any of their suggestions at face value because their content is so dated, I can't trust that anything I learned is accurate. As a result, this should be labeled a **** more than anything. They are pretending to be an educational resource and instead are scamming people out of their money and providing sub-par courses. Their course took me less than two hours. I am signed up now for a legitimate course that is cheaper and takes at least ************************************* something.Also the course is advertised as "book editor" but it is more like "how to get into the publishing in 201**" It doesn't teach you HOW to edit well. I contacted them and they were defensive, claiming that I was the one with "confusion" for them to clear up. They took ZERO accountability for their corruption.

  

  Business Response

  Date: 14/02/2024

  We appreciate you taking the time to share your comments on our IAP Career Colleges Book Editor *********** ******
  
  We are pleased to hear that you were able to complete your course quickly and with good results.Congratulations on finishing your course! Most IAP courses have a recommended completion date of * weeks from the start of the program, however, we allow students to complete courses at their own pace, which is a format that most of our students embrace.  We do recognize that some students may be able to complete their courses at a much faster pace as you did, but how fast or slow the course is completed in no way takes away from the value of the course content. 
  
  IAP Career College courses are designed by respected academics who have worked with students from six continents. Our faculty members have "real world" experience, so we can educate students with the practical information they need to succeed in their careers.  It sounds like you might have benefited from connecting with one of our faculty members. Your Faculty Member is a valuable resource person who can help you succeed in the course and advice to help you succeed in the career, including further insight into how to apply course content. Sessions with IAP faculty are included in your tuition and available as an interactive option to supplement your learning.
  
  We value every suggestion that can help us improve the learning environment for our students.  Our course creators are working with experts in each certificate course career field to update our courses to ensure they cater to all types of learners, and that all information and learning tools we provide are vital and up-to-date.
  
  Once again, we appreciate you taking the time to write a review and wish you all the best in your future academic and professional endeavors. 
  

  Customer Answer

  Date: 15/02/2024

   
  Complaint: ********
  
  I am rejecting this response because: I do not wish your positivity or "congratulations" on my completing your course quickly and easily. I have spent an inordinate amount of time trying to contact you directly to rectify the situation. You have failed to acknowledge that your course being *************************************************************** grave need of an update. I would like you to fulfill the remainder of my refund immediately. I completed your course in good faith that I would learn something. I should not be penalized for taking the final exam and forfeiting my right to your ***% guarantee. 

  Just as you have made it clear in your response here to my complaint, you are failing to listen to me and receive my feedback by taking accountability for the lack of relevance in your course and potentially misleading information within it as a result. Instead you have gaslighted me, here presenting yourself as congratulatory and in our direct email contact making it seem as if I am the one who is confused by your policy. 
  

  I expect an immediate refund for the remainder of the course and an acknowledgement that you will take down the course until it is updated. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 16/02/2024

  *****:
  
  We understand that youre clearly very upset with your experience. Were sorry that you feel we have not sufficiently solved your complaints despite the continued acknowledgements and special remediations from our support team. We have now refunded the balance of your registration fee.  You have now been refunded in full.
  
  Wishing you the best,
  IAP Career College

  Customer Answer

  Date: 16/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/12/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I enrolled in the International Association of Professionals Career College. First, they stated on their website an unconditional 100% money back no questions asked guarantee. They also stated they were accredited and had an A+ rating with the BBB. This is not accurate. My initial issue was that their textbook was truly filled with information that could be easily found on the internet while searching any topic about life coaching. I found some instances where it appeared the work had been plagiarized as when I went to dig deeper about a topic that they had just glazed over, I found the same exact words as in their textbook, however copyrighted by an author. This was concerning and I reached out to them only to be told the words in the text were ***% the words of IAP College and I could rest assured that the information was state of the art. They urged me to keep going and if I wasnt fully satisfied I could call back for a refund. Every week there were review questions and the answers were automatically given. Turns out these review questions are what the final exam are comprised of, verbatim. You are essentially given all of the answers to the final exam questions, word for word each week. I wanted to be challenged. It said the final exam would take ** minutes. I completed it in 16 minutes, on my phone, while watching tv because I had been given the answers by the college word for word each week. That is less than rigorous and makes my certificate of completion useless. I didnt have to earn this certificate. This accredited college took my ****** and I am now considered a life coach. This is dangerous. Literally ANYONE could pass this as, again, they give you the answers. There is no academic honesty required. They are decietful. Do we want to allow them to basically charge people ****** so they can essentially send them a certificate showing they are a life coach. What if this life coach actually uses this certification but knows nothing?.

  

  Business Response

  Date: 08/12/2023

  Thank you for your recent review.  Although a vast majority of our students have expressed positive feedback about our courses and their experience with IAP Career College, we understand that we may not always meet everyones expectations.  We were sorry to hear you were not satisfied with your course, so as a gesture in good faith we fully refunded your course after it was completed, and you earned your certificate.  
  
  We take all feedback seriously and although some of your remarks were defamatory, we do respect your comments and your decision to post the review.  IAP Career College has upheld and maintained exceptional quality standards in online education for more than two decades.  Our course content is rigorously developed by a team of academics with designations up to PhD ***** who work with experts in each career field to ensure course content is created and presented to best support our students.
  
  We apologize for not meeting your expectations and thank you for taking the time to review IAP Career College.  We wish you all the best in your educational and career journey.

  Customer Answer

  Date: 08/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  *************************************************

• Initial Complaint

  Date:08/05/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with IAP Career College to do their death doula class. When I signed up I accidentally used my daughters name so I needed to get that changed for printing on my certificate. I contacted them and they said that they could not make changes but that they could issue a refund and I could just sign up again. So, trusting they would give me a refund and delete the record I signed up again soon after. They hadn't given me a refund or deleted the record so it still had my daughters name on it even for the second purchase. I contacted them about this issue right away and they said they would get back to me within ***** hours...4 days later I contacted them again because I hadn't heard from them and was told that my case was being marked as urgent and I would hear back from them by email (at my request so Id have anything in writing) within **************************************** At this point I have had to call my bank for a chargeback to get my money returned and I have to get a new debit card because of this. I still want to take the class and get certified but I need them to sort out this account issue before I can sign up again.

  

  Business Response

  Date: 08/05/2023

  Hi *******, We are sorry to hear your customer experience has not been satisfactory when signing up for one of our courses.  The communication has been reviewed and I did want to mention it is not that our customer service did not want to make the change, but rather due to the complexity of our system,each registered student must be registered under their own account to access their course material, take the final exam in their name, and receive the certificate accurately addressed to them as well.   To make this happen, registrations will need to be setup accurately in the beginning and cannot be changed.  If a mistake occurs at registration where students are registered under the same account, a refund does need to be issued so the student can register again under their own account.  I am not seeing that a refund was ever issued, so I do apologize that you were told that did happen.  I have requested a refund be issued today on both registrations for you and your daughter, as they both do not appear to be accurate.  This way you both can register again under your own accounts with the correct email address for each of you.  Once that refund has been done, you can return to the *** website and register yourself, using your own name and email address.  Please be sure to sign out of your account completely, then your daughter can be registered using her name and email address.  We also suggest checking auto-fills as that will sometimes cause problems.  We do hope this helps and will sort out any confusion.  

• Initial Complaint

  Date:03/04/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I completed my event planner course on October ***, 2020, and received a virtual certificate. However, I ordered an original copy on June ****, 2022 at a cost of $*****. To date 4/1/2023 I still have not received the certificate. After several different correspondences via email ****/22, ****/22, ****/22, ****/22, ******23, and *****/23, only to be informed it takes time basically to be shipped to me in ********, I decided ******** is closer to ****** to send the certificate. I finally asked for a refund on *****/2023; to which I was told they would send the certificate to me at the ******** address with a tracking number. It is April *** and in the next month and a half would be a full year and I still have not received my certificate.

  

  Business Response

  Date: 03/04/2023

  Hi ******,  Thank you for bringing this concern to our attention.  Although once the mail leaves our office and is in the hands of the postal system we have no control on how long it takes to arrive, I can assure you this is very unusual  and not typical that after more than one attempt to send a replacement certificate, and to two different addresses at least one of them has not arrived.
  
  All our records have been checked and the dates that were provided to you in previous correspondence are correct as to when the items were mailed and to where.  The last replacement copy was mailed on March **** to the ******** address you supplied and should have also arrived by now. 
  
  The certificate is mailed in a cardboard photo mailer envelope so it is not damaged and clearly marked not to bend or fold.  If the address is an apartment building with smaller mailboxes, sometimes the item wont fit and is not left for this reason.  You would not receive a notification as it would be sent letter mail and eventually returned to sender.  Occasionally, apartments buildings have an area that mail is just left for pick up if they do not fit in the box,but that is at the discretion of the postal worker and the building.
  
  We apologize the certificate was never received, and we have returned the money paid for the certificate to the original method of payment.  We hope this clears up your concern.
  
  

  Customer Answer

  Date: 04/04/2023

  I accept the refund would have liked my certificate. But it is what it is. Just a point of information at my apartment we have a mail room with a large table that they put stuff on for persons. The ******** address is my family house we occupy the entire * floors. 

   

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
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