Complaints

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• Initial Complaint

  Date:02/24/2025

  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 purchased 4 courses and 1 accompanying lab on January 14th. I canceled one course due to taking the course at a local college. My plan was to take one course at a time. While completing the coursework for a science course I noticed numerous grammatical, spelling errors in the book, and errors on quizzes and modules. I eventually checked out the other courses I purchased and immediately noticed the same issue. In addition the math class has no accessible professor to go over problems with you. The psychology course is listed on the main website as having 16 modules of course work(which is one of the reasons I signed up), however there are 20 modules to complete once you’ve paid for the course and have access to the course materials. The introduction module for the course says it has 15 modules but then you have to pass a quiz to access the content and the quiz says there are 28 modules. The reading materials also have errors. I don’t feel comfortable completing coursework that is unorganized, incorrect and full of errors. There isn’t any academic support at all. I reached out on. 2/20 to request a refund and was denied. I don’t feel I’m getting what I paid for. I have countless screenshots of errors, different information that is posted on the syllabus’s before you pay to sign up for classes, and incorrect information.

  Business Response

  Date: 02/24/2025

  I have worked in education for over 30 years, and have never
  seen a textbook or a course on campus or online that didn’t have typos, they
  just don’t exist.  Our courses have been
  approved for credit through a regionally accredited university, so our courses
  are four year transferable.   Our courses
  must cover the standard material required for each subject, and be well
  organized.  The students get all the
  directions, including the study guide for the final, in module zero, and then
  they just need to work through the modules to complete the course. 
  The instructor of this course in question is available by email and text, there
  is also an instructor attached to the math classes. All of our instructors have
  graduate degrees and have 20+ years experience teaching at a California State
  University or California Community
  College.  These
  instructors set up the courses, and use content available by the publishers.
  
  C******
  dropped one of her courses, so she knew that she had to drop within the 7 day
  refund period to receive a refund.  After
  that registrations are sent to our partner university, and there are no
  refunds.  C****** was informed that she is past the 7
  day refund period, so a refund is no longer an option.
  
  Regarding the images the student attached:
  There are 13 chapters like the schedule shows, and the number of chapters in
  the textbook don’t have anything to do with the number of modules that are in
  the course. The instructor has the material for this course spread out
  in 22 modules.  I’ll let the instructor
  know that C******
  is reporting a 15 on a different page in the course.  I don't see anything wrong with the quiz problem, so I'll have to send it to the instructor.  Again, the textbook publishers produce a lot of test banks for courses.  

  Customer Answer

  Date: 02/24/2025

  
  
  
  
  I am rejecting this response because: I have a bachelors degree and I’ve never had a course with this many mistakes and incorrect/incomplete information. First, you do have to work through module 0 to get to the rest of the course, but how can you  get to the other modules if the  quiz within the module has incorrect  information. The quiz says there are 28 modules in the course, the course syllabus says there are 15 modules but the course itself has 20 modules. Second, the number of modules is important because you complete one chapter per module. How can I properly prepare my time for the course if you have mistakes from the beginning about the amount of work required to complete the course. Third, the study guides for the finals in EVERY course says the final will cover every modules we’ve had, it doesn’t list specific terms, topics, processes to review. Fourth, the professors education history has no bearing on being able to efficiently run a course that is conducive to the students actually learning the material. To confirm, I’m able to reach out to ANY of the professors to go over ANY questions and to receive additional instruction on any confusing topics or questions ??  Fifth, the questions on quizzes are full of grammatical errors and missing words. How can I be expected to answer questions that aren’t even complete to begin with. This has been an incredibly frustrating experience to say the least.
  
  
  
  Regards,
  
  
  
  C****** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 02/24/2025

  You do not have to work through module 0, you just have to read all the rules and regulations, and then module 1 opens.  Module 0 in the Developmental Psychology course is the exact same module zero that was in your Microbiology course, they are just links with information on everything you need to know to take the course.   You just have to read the links.  The assignments start in module 1, which is where the first quiz is located that you are talking about.  I see you got 100% on it, and you have unlimited tries on this quiz to pass it.

  You are still past your 7 day refund period.  You can drop the course, just not receive a refund.

  Customer Answer

  Date: 02/25/2025

  
  
  You do not have to work through module 0, you just have to read all the rules and regulations, and then module 1 opens.  Module 0 in the Developmental Psychology course is the exact same module zero that was in your Microbiology course, they are just links with information on everything you need to know to take the course.   You just have to read the links.  The assignments start in module 1, which is where the first quiz is located that you are talking about.  I see you got 100% on it, and you have unlimited tries on this quiz to pass it.
  You are still past your 7 day refund period.  You can drop the course, just not receive a refund.
  
  
  
  
  
  I am rejecting this response because: Yes, you do have to work through that quiz to access the rest of the course. How can I access the remaining of the course if the information in the quiz is INCORRECT?! Yes, I got a 100% after a-lot of tries. The online account still doesn’t have the correct information. You also said the professors are always available yet my question wasn’t answered. To confirm I’m able to reach out to the professors for additional instruction on any areas in which I am struggling?!  Paying for this course was truly a horrible financial mistake. I strongly discourage anyone from using this service .
  
  
  
  Regards,
  
  
  
  C****** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/13/2024

  Type:Service or Repair 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.

  This program has had multiple problems with technical difficulties and poor performance of their WiFi to the point that no one from the school sends out notifications, emails, updates, nothing regarding this matter you’re left in the dark. I was in the middle of my midterm when my computer screen froze, and submitted my test with five questions unanswered questions the Professor has also add on additional course materials/ work without prior notice to anyone but the policy had a one module rule. I submitted a short 3 minute video demonstrating my frustration and the constant experience of this asking for my the tech team to fix this matter because finals where approaching and it was a live proctor session that I was taking very seriously. However, a N**** Davis disrespected me belittle me humiliated me and then try to victim blame herself by saying I bullied her and cause anxiety to her and some team made up team when there there wasn’t any mediation held. This is just another white privilege nonsense for someone that victim blames, has no class and shows what low vibration she has to society. I was literally 1 week out from my. finally and she took at away from me. I’m the victim the individual that’s suffering and currently on medication for epilepsy and and with this current situation my mental he’s has been dragged down to the ground. How dare she use my character to portray her past her and expect me not to stand up for myself. I’m a role model in my community won an award from the mayor and city of NYC earlier this past March and this lady try to discredit me in every which way possible when she doesn’t know me. I don’t know anyone walking on this green earth who would’ve let that slide. I’m a let the emails speak for itself.

  Business Response

  Date: 06/18/2024

  Every
  thing that L*** ***** said in her email is not true, what she has written in
  the complaint is actually everything she did to my instructor, my support team
  and me. 
  
  To
  begin with, we are not from ‘white privilege’ as this problem started when ****
  Smith started bullying my Middle Eastern instructor.  The instructor listed that she is from the Middle East in her instructor bio, so **** knew she was
  Middle Eastern. This information was in one of the files in ****’s module zero
  that had to read for module one to open.  We on the other hand did not know ****’s race
  as this course is completely online, and we do not ask any questions regarding
  race on the enrollment form.  
  
  ****
  started sending a bunch of emails complaining about everything and expecting
  the instructor to change everything based on what she thought was the correct
  way that things should be set up.  When
  the instructor didn’t reprogram the entire system and restructure the course,
  **** was belittling and condensing to her.  All the emails sounded like **** was shouting
  at the instructor while berating her. For days my instructor didn’t report the
  abuse and continued to try and help **** with her endless list of complaints,
  but **** just keep hammering away at her. 
  As would be expected this caused the instructor to feel sick to her
  stomach, experienced loss of sleep, hurtful feeling, stressed, anxious and
  sadness.  This of course leads to loss of
  work and work flow.
  
  For example,
  **** didn’t like our navigation system, and she yelled about that on an email
  to the instructor, to me through email and multiple voice mails that I did not answer
  as I refused to be an outlet for her anger. The navigation tutorial link, which
  is right by the student’s “Launch Course” link shows the students a picture
  that says to highlight the course you want to work on, and then click on “Launch
  Course”.  It’s that easy, and yet there
  was this big drama directed at the instructor and me about how difficult and
  stupid it was, and that we needed to get it fixed because she wasn’t playing
  with us. Which we clearly took as a threat. 
  This was the pattern with many things she complained and bullied about.
  With the majority of these complaints if she would have just read simple
  instructions and followed them, she would have had the smooth experience like the
  rest of the students have.
  
  Before I was
  able to complete the first warning for violating our Respectful Communication
  policy, **** started doing the same thing to a support staff who has a Hispanic
  family. Then she branched out and did the same thing to me with mean and nasty
  emails, multiple hostile and threatening voice mails, yelling and complaining
  about how we are all incompetent in multiple areas, and demanding to give her
  what she wants or else. One of her voice mails was yelling about how the
  instructor doesn’t know what she is doing, which made me think she was trying
  to get the Middle Eastern instructor fired from her position or at the very
  least an investigation started on her. 
  Once **** mentioned ‘lawyer’ our law firm required we cut off all
  communication with her. 
  
  I then sent her
  the first warning of the policy violation that also showed that a second
  offense meant being dropped from her courses, and third offense would mean our
  lawyer serve her with a cease and desist order.
  ****,
  I emailed you the solution to the receipt problem below, but instead you sent
  me a disrespectful movie that was condescending and bullying. You have violated
  our respectful communication policy with the instructor, support and with
  me.  Your tone with emails to the instructor, emails to support, voice
  mails to me and in the movie you just sent me were belittling and nasty and our
  team does not accept this type of behavior.  If you would like us to
  respond to you in a respectful way, you must also be respectful.  As of
  now the instructor, support nor I will not answer any communications that are
  disrespectful.
   
  The terms of
  agreement, which include Respectful Communication, were agreed to by L*** *****
  on 5-1-24.
  (B)
  Respectful communications
  When
  contacting our company, you agree to be considerate and respectful. Communications
  from a student which are considered by our staff to be rude, insulting,
  disrespectful, belittling, harassing, or bullying via telephone, email, or
  otherwise will be considered a disrespectful
  communication and may result in a formal warning.
  Further disrespectful communications will result in a second and final
  violation, and the student may be dropped from their course(s). 
  A third
  disrespectful communication may result in a legal cease and desist order, the halting of further communication between our staff
  and the person(s) speaking on behalf of the student or the student
  themselves.  Further disrespectful communications after a cease and desist
  order may result in legal action.
  
  We reserve the right to refuse service. If we receive multiple disrespectful
  communications from person(s) representing the student, or the student
  themselves, the student will be excluded from taking future courses.
  
  Her response to the first
  warning of the violation was:
  To Whom It May
  Concern, 
  Excuse me…. how dear you. Kindly
  don’t project yourself onto me sweetheart. You’re the one that’s unprofessional
  and coming at me with a condescending attitude and you met the right one. I can
  have legal counsel or a case just for emotional distress and harassment. Like
  many other peers currently enrolled in this over program it’s been nothing
  short of frustrating and it’s only been over 7 weeks. After a long day of work
  the last thing on my mind was this nonsense. First of all how was the video
  directly towards you, this a mention your name?!? Huh… That weird, I thought I
  was sending proof. Because according to you you stated you sent out a solution.
  Correction you sent what was on the website. I asked for the tech department or
  the bursar’s office someone that could assist. You did neither. People like you
  just love to make things all about themselves don’t they. Show some class. When
  did this school responded to any of my emails I sent out regarding my multiple
  issues that I was having with technical support. I was in the middle of my
  midterms when the exam suggestion when through on its own and that’s half of my
  issues so far. Your behavior as an employee should have been more
  compassionate. Instead you’re the one that’s rude, disrespectful, nasty and
  immature. Don’t you ever place labels on me. You don’t know me and vice versa.
  Belittling: to be dismissive or to make some feel less important. Bullying: to
  seek harm on someone where it’s physical, verbal or psychological. As a
  statement I don’t know so, what makes you so special that I single you out; out
  of everything and everyone at that program to bully you?!? Last time I check
  this school has all my private and personal information on file. I am the one
  that should be afraid of bullying. Choose your words carefully and wisely. How
  did you sum all that up from this video? Please don’t make this become a legal
  liability for this program because I’m feeling like it’s leading towards just
  that. To me this is sounding racially motivated trying to drag my character
  some how because of your past hurt. 
  
  My response to her to her response was to state the
  second violation and tell her she was dropped from her courses.
  ****,
  Again, another belittling and disrespectful
  email, designed to make us feel stupid and incompetent.  All you had to do
  was be polite. This is now your second and final violation.  I have
  deactivated your courses and will drop you from your courses as we cannot have
  our team bullied in this disrespectful and hurtful manner.  Your
  communication has upset us all, and this has caused our team anxiety and loss
  of work.  You mentioned a racial issue, but I don't know your race and you
  don't know mine.  Everyone has to follow the same set of rules, which is
  why we have the terms of agreement.  You accepted the Terms of Agreement
  on 5-1-24 as shown below.   Since you violated the Respectful
  Communications policy twice, and with fair warning that second violation would
  result in being dropped from the course, I have no choice but to drop you from
  the courses.
  Please do not send another threatening or
  hateful email or that will be your third violation, and we will have to have
  the lawyer serve a cease and desist order.
  N****
  In conclusion, we do not permit threats,
  hostile communication nor bullying of instructors or staff, and since L*** *****
  would not correct her behavior she was dropped from her courses. Her courses
  were refunded last week, and as told to her in an email that she didn’t read
  that depending on HER bank it will take them 7-10 business days to post the
  refunds in her account. Her bank determines when they post the refund.
  

  Customer Answer

  Date: 06/20/2024

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21847570, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  L*** *****