Complaints
This profile includes complaints for Emergency Medical Services University's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 18 total complaints in the last 3 years.
- 11 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/23/2024
Type: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 for an EMT course at EMS University, at ***************, ** location. I paid $50 deposit on 12-11-23. Then I paid the remainder of $1145 on 1-18-24. For personal family reasons I had to move back home to DFW & gave my notice of cancellation on 2-14-24. The class was scheduled to start on 2-20-24. Per their website, they state that a student is eligible for a refund of 90% no later than 30 days from the time of cancellation. It is now April 23, 2024 & I have no refund. I can only talk to them via chat. They never reply to my emails regarding this. The 3 people on the chat have been telling me for 6 weeks now that the refund is processed but they are waiting on a release date. They say they will speak to the manager & email me that afternoon with status but THAT NEVER HAPPENS either. I ask them why their website states "In no case shall the total review and processing time of the refun be greater than 30 days", but they say they do not know. I have called & asked to speak to the manager, *********************, but they will never put her thru to ********* say they don't have a direct number for her. I have asked to speak to the accounting department since the chat reps say the accounting **** are the only ones who know when my check will be released. They say they don't have their number. I am entitled to this refund because I cancelled the class, with notice, before the class started. I am tired of getting the run around from this company. When you call their number, you can only speak to the same 3 chat agents. They won't put you thru to anyone else.I want my refund that I am owed. It has been 60 days. I'm attaching all of the documents as well as an email I sent on 4/10/24 to any & all email addresses I could find on their site, but never received a response. I also resent that email again today. I just got off the *********** again said they don't know when my check will be released.
Business Response
Date: 05/06/2024
Good Afternoon ******************,
Thank you for taking the time to provide information regarding your experience. I wanted to let you know that your account has been refunded and appreciate your patience in this matter. We strive to have the best customer service possible and I'm sorry your experience was not good. As a token of our resolve to make the situation better for you, if you so desire to take a class from us within the next 6 months, we will be happy to provide you with a $250 credit. If you do happen to become certified already, we would be happy to provide you with your first refresher course for free, provided you take that within the next 2 years. In order to take advantage of this offer, please contact our customer service team and we will be happy to assist. Thank you for your valuable time and again your patience.
Best Regards,
Initial Complaint
Date:11/20/2023
Type: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.
The school is not providing instructors to teach us what we paid for. We are literally standing outside of class right now 11/20/23 waiting for an instructor to show up. We have missed 4 days of school already and waiting for an instructor to show up tonight.Business Response
Date: 12/18/2023
Thank you for taking the time to send us a message related to your experience at EMS University. We apologize for any difficulty you have encountered with the class. We are hoping that these issues have been resolved, by now, but if not, feel free to write back and let us know. We take your feedback to heart and will work to improve the program in the future. Thank you for your valuable time,
Best, &c,
****************, EMT-Paramedic, ****, M.A.
CEO, EMS University, LLC d.b.a. EMS Universal Education
We Dont Follow the Standards, We Set Them.
www.emsuniversity.com
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**************
Initial Complaint
Date:11/09/2023
Type: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 enrolled at EMS University for a 24 hour EMT refresher course. However, once I learned the course was online only, I requested a refund on September 20, 2023 through their Chat portal. I was informed the refund could take up to 30 days. After the 30 days, I have sent two emails, and had two chat sessions and one phone. On each occasion, I am told the refund is still processing, and a representative will return my call. However, I have yet to receive a phone call or have my refund issued.Business Response
Date: 02/02/2024
Thank you for taking the time to share your experience. Im sorry to hear that our course did not work for you. We actually have a variety of EMT Refresher courses that can be taken. We offer online instruction as well as in-person skills checkoff, it really just depends on what you sign up for.
I have reviewed the records and see that you have already been refunded, however, as a token of goodwill in the hopes that you might try our course again in the future, we are happy to offer a 50% discount for a future EMT Refresher course (online or in-person) in the next 2 years. You may take advantage of this offer by simply contacting our customer support. Thank you again for taking the time to bring these matters to our attention. I hope we will see you at a future course.
Best, &c
--
****************, EMT-Paramedic, ****, M.A.
CEO, EMS University, LLC d.b.a. EMS Universal Education
We Dont Follow the Standards, We Set Them.
********************
emsuniversity *******************
emsuniversity **************
Initial Complaint
Date:10/16/2023
Type: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 classes through EMS University on July 4th of this year for a class that would begin on July 24th (I think). I later decided to apply for a refund because I couldn't attend classes due to personal finances. Their refund policy states that if you request a refund before classes start, that students are entitled to a refund of 90% plus an administrative fee. The total amount of the refund should have been $1650. After a month waiting for my refund to be processed, I entered into chat with their customer support on Sept 9th. I was told that processing had been completed and they were waiting on the check to be mailed out that Friday. I waited another week with nothing sent. I received a call from their administration saying that my check was not mailed on time, and that it would be mailed next Friday Sept 22. I entered into chat with support again Monday Sept 25th and was assured it was mailed and that I would receive it in 5-7 business days. It is now 2 weeks later and I have not received that check or any follow up from their office.Business Response
Date: 12/18/2023
Good Afternoon ***********,
Thank you for contacting us regarding your situation. We have processed the refund and it appears you have already cashed the check. If you need anything else at this point, please do not hesitate to let us know. Thank you for your valuable time. :
Best, &c
--
****************, EMT-Paramedic, ****, M.A.
CEO, EMS University, LLC d.b.a. EMS Universal Education
We Dont Follow the Standards, We Set Them.
www.emsuniversity.com
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***************************************************************
**************
Customer Answer
Date: 12/19/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
****************************************************
Initial Complaint
Date:08/24/2023
Type: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 took an EMT Bootcamp course that cost $2695.00 (not including other fees for registration $50, vaccines $120, and fingerprint clearance$66) that was 14 days long 12 hour days. They said it was originally 9 AM to 9 PM on the second or third day of class they switched it to 7 AM to 7 PM. (I had to cancel other appointments because of this). Not only was the equipment broken and out of date. The class was supposed to be in person, two days were on zoom (no one told us, so we lost 2 to 3 hours of lecture.) One of the admin ladies was consistently rude and disrespectful, she cussed at us on several occasions when we asked for help and flipped off my co-student behind his back in front of another class. There was no Internet for two days, when there was a lot of homework to be done before midterm through their website that needed Internet. My co-student and I almost got dropped from the course because things werent submitted/uploaded due to the lack of Internet. They advertise 20 vehicular hours but did not provide them at that location. The tasks needed for midterm, We had ZERO technical/instructor/admin help but there were a lot of issues with the website and nobody had the class numbers we needed to complete these tasks. I was held accountable when my co-student showed up three hours late, I lost out on lecture time. There was another day when my instructor was in charge of another slower paced class. So we joined them for half a day and then the other half of the day we were left unattended to practice skills. I had a total of five instructors throughout the two weeks, all on different chapters, Two of which commented on the equipment, saying we were put at a disadvantage because of it. I have reached out to this business repeatedly though I havent heard back in 10+ days. I have a copy of the email sent to EMSU admin I would really like to send out to BBB, if somebody could email me I have quite a few more details/issues in the email that I couldnt fit on here.Business Response
Date: 02/02/2024
Thank you for taking the time to share your experience, we greatly appreciate it and will take your feedback to make sure that future students encounter a better program. With regard to the equipment and instruction provided, it is very important for us to ensure we are meeting and exceeding standards required. We have reviewed this information with our instructors as it is our desire for them to provide the best educational experience possible and present it in a professional and appropriate manner. The same goes for our staff.
We have spoken with staff regarding these instances you have reported and rest assured that we have taken appropriate action to ensure that no such instances like this occur in the future.
Sometimes, with regard to the internet, we do have technical issues that might occur from time to time. We now have a dedicated team of IT support professionals that can assist in such matters. We have also extended our customer support hours to help to address any matters which might occur as a result of such problems. Furthermore, we have contacted our ISP to gain assurances of the best possible internet connections during class as this is important to us and the success of our students.
While we understand it might be confusing to have a variety of instructors, some classes, due to instructional schedules might have more instructors teaching than others; this is because many EMS and **************** might require providers to work unusual and long shifts, sometimes in excess of 24 or 48 hours and sometimes those shift schedules to not always align with their availability to teach students on a regular time slot. We do believe that this can serve as benefit to students, however, because a significant majority of our instructors are currently working in the field and providing direct patient care and helping to serve the public safety and welfare. These instructors are usually better adept to give real-life experiences vs someone who say worked in the field 20 years ago.
We do understand your frustration with your experience so in light of your circumstances, we will be happy to offer to have your first EMT Refresher done completely free if completed in the next two years. In order to take advantage of this offer, feel free to contact our customer support directly and they will take care of you. And while we might not be able to make your previous experience better, please know that your feedback will be used to make our program better in the future for other students. We very much appreciate the time and attention you have taken to bring these issues to our attention.
Best, &c
--
****************, EMT-Paramedic, ****, M.A.
CEO, EMS University, LLC d.b.a. EMS Universal Education
We Dont Follow the Standards, We Set Them.
********************
emsuniversity *******************
emsuniversity **************
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