Complaints

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:03/09/2023

  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 received an email of a charge to my credit card for $228 for a yearly renewal to this website. Initially, in 2021, I signed up for a free trial and when the free trial ended, I was charged and I was fine with that. They did send an email at that time saying my trial was ending. It renewed in 2022 without any prior notice, but I thought well that was my fault I guess. I didn't cancel it. I was quite sure I canceled it for next time, but I was just charged yesterday for another yearly renewal. This company does not send renewal notices (as per state and federal laws for extended subscription renewals like this) ahead of time to give people an opportunity to cancel if they no longer want the service. And then when you go on the website to try to cancel they say your cancellation request is pending and being reviewed. I have taken a total of three short courses on this website in the last two years. They've taken enough money from me for nothing. And now, since they refuse to refund the charge from yesterday, I have an entire year's worth of time to take more of their crappy courses which I probably will not do. I am going to try to get it refunded through my credit card company.

  

  Business Response

  Date: 03/09/2023

  Hi, ******!

   

  Thanks for reaching out to us! We'd like to inform you that your request is already outside of our refund policy. Nonetheless, as a one-time courtesy, we've processed a partial refund to your account.

   

  Thank you!

   

  Skill Success Customer Support Team

  Customer Answer

  Date: 03/09/2023

  While I appreciate the refund of 50% ($114) I just want customers and the BBB, FTC, and CA AG to know that you are illegally neglecting to send your customers advance notice of renewal (varies by state but usually one month prior to renewal date when it's a yearly subscription). You are criminals. Full refund is requested.

  

  Business Response

  Date: 03/10/2023

  Hi, 

   

  Thanks for following up! Our Billing Team has agreed to process a full refund. Please expect an email within the next couple of hours.

   

  Skill Success Customer Support Team

  Customer Answer

  Date: 03/22/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The charges to my credit card have been fully refunded by the company and my complaint has been resolved. Hopefully, moving forward, they alert their customers of upcoming subscription renewals before charging them.

  Regards,
  
  ***************************
  
   

  
  

• Initial Complaint

  Date:02/09/2023

  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.

  A year ago I apparently signed up for a yearly learning pass through this company. According to their website and email information at that time (attached), anyone who signed up for the pass was grandfathered in at that yearly rate for as long as they kept the subscription. Today I was charged $150 for renewal. There was absolutely no communication reminding me that the renewal was pending (no communication from them since June of 2022), and because I had never actually used the service, I didn't know it was going to renew and/or that it was coming up. Literally 2 hours after they charged me today, I emailed them requesting that they cancel my subscription and refund the money. They refused. I do not believe a company should be allowed to (1) arbitrarily raise their rate when the price was supposedly grandfathered in for life, and (2) charge someone that much with absolutely no advance warning, then refuse to cancel it, even when notified immediately. I would like a refund and to have my subscription cancelled, but I also think they should be expected to send out renewal notifications at least a few days prior to charging people.

  

  Business Response

  Date: 02/09/2023

  Hi,

   

  Thanks for reaching out to us! We'd like to confirm that our Customer Support Team did not receive any requests from this email address, ************************. Also, per checking the account, this is your 2nd renewal which means your refund request is already outside of our 10-day money-back guarantee that is only applicable to the first charge on the account. We will have to respectfully decline your refund request.

   

  Thank you!

   

  Skill Success Customer Support Team

  Customer Answer

  Date: 02/09/2023

  I feel this business's practices are deceptive at best.  The fact that they do not send any reminders prior to rebilling, then refuse to accept any requests for refunds, is poor business practice at the expense of the public.  It is not fair to expect everyone to remember there is an auto-renewal coming up, after a full year of no activity.  At the very least, they should be expected to notify subscribers prior to billing, or should be expected to honor requests for refunds if submitted within the first few days after the billing.  To say that everyone should be aware of an upcoming billing, and that they only honor requests for refunds for the first 10 days after the FIRST sign-up is a hardship to their subscribers.  I feel they should be required to notify subscribers prior to rebilling, and/or should be required to honor requests for refunds if received in a timely manner.

   

  I do not accept that this business's response is adequate.

   

  *************************

   

  

  Business Response

  Date: 02/11/2023

  Hi, ****!

   

  We'd like to inform you that notifications are sent to our students prior to their subscription renewing. We also send regular reminders when our system detects no activity from your account/subscription. At this point, since we cannot accommodate your refund request, we suggest you file a dispute with your credit card company.

   

  Thank you!

   

  Skill Success Customer Support Team

  Customer Answer

  Date: 02/23/2023

  The business states that they send emails to people with no activity for a certain period of time. I did not receive any emails from June of 2022 or after, and certainly no reminders of an upcoming renewal.  My point is that people may forget or not be aware (as in my case) that there is even a membership out there, and notifications should be sent PRIOR to charges being made.  *********** did refund $75, which is half of what they charged me.  I still feel they should be required to refund the full amount, as I requested the cancellation immediately (within 2 hours) after I received an email letting me know they had processed the charge. If companies are not required to send notices in advance of an impending charge, they should be required to accept cancellation requests made within a reasonable amount of time.  Failure to do either is poor business practice.

• Initial Complaint

  Date:11/08/2022

  Type:Sales and Advertising 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 paid for a one year subscription last year only to skills success. They just debited $150 from my account today for another year right after sending me a receipt about the debit from my checking account after they took the money. I was never sent an email notification prior notifying me that any subscription was going to be renewed and giving me the option to cancel. When I emailed them right after they debited my account, they sent me an email stating they will not refund because they have a strict policy that they will only refund the very first time you pay for the service, never any other cancellations. This is very bad business. I DO NOT WANT the subscription and they wont refund my money. I want a refund. This is theft. See all pics of correspondence.

  

  Business Response

  Date: 11/12/2022

  Hi, 

   

  Hope all is well! Our Billing Team has already approved a partial refund to your account despite your request being outside of our money-back guarantee guidelines based on the Terms of Use you agreed to when you first signed up. As stated in our email, no further refunds will be processed.

   

  We hope for your kind understanding on the matter.

   

  Skill Success Support Team

• Initial Complaint

  Date:10/10/2022

  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.

  This company is FRAUD AND THEFT BY DECEPTION upon trying to cancel. BUYER AND SUBSCRIBER BEWARE! This is the situation.September 15, 2021 I signed up for ONE YEAR of the access. We stopped using this early in 2022 and the subscription remained dormant/inactive.September 15, 2022 I received an alert of a $150 charge with NO PRIOR NOTIFICATION of a recurring charge that would be processed or a subscription renewal. NOT AN EMAIL, PHONE CALL< NOTHING that would alert a customer that they will be charged again (any reputable business alerts customers days to weeks before a subscription charge to alert them to update their account and make changes if needed). Upon receiving the alert I IMMEDIATELY emailed the company to cancel the renewal and refund the subscription, I was told that was not possible. I immediately put a dispute in with my credit card company and SKILLSUCCESS said that I NEVER CANCELLED the policy.upon reaching out to skill success, I was told that they would extend my subscription but not give me my money back. If I am cancelling because it does not work for my remaining homeschool student, then why in the world would I want an extra year? THIS COMPANY RUNS BY DECEPTION! As a homeschool family who is on a very tight budget with rising costs of living, this will NEVER EVER EVER be a company I recommend - if you have money in your budget for online courses, try STUDY.com or some other platform. RUN FAR AND FAST BEFORE PUTTING YOUR CREDIT CARD INFO INTO THIS COMPANY'S WEBSITE!!!!!!

  

  Business Response

  Date: 10/11/2022

  Hello!

  Hope all is well!

  
  We'd like to inform you that after careful review, your account is no longer eligible for a refund due to the following reasons:
  1.This is your 2nd renewal, no cancelation request was ever sent to our team nor did you process the cancelation yourself via our self-care cancelation which is available to you 24/7 on our website
  2. We are beyond the 10-day money-back guarantee guidelines(which only applies to the first payment)
  Nonetheless, as a ONE-TIME COURTESY, we've already processed a partial refund which will be credited to your account within the next 5 - 7 business days. 
  
  On top of this, you will still have access to your courses until March 15, 2023.

  
  Note: No further refunds will be processed for this account.

   

  Customer Answer

  Date: 10/13/2022

  I previously already submitted proof that I requested a cancellation on my account. I have not received any credits and do not need access until March. A full refund is acceptable. Funny how after sharing my story in every social media platform **************************** is now asking me to email skillsuccess support for a refund. 

   

  I submitted proof of cancellation request and confirmation.

  

  Business Response

  Date: 10/15/2022

  Hi, *******!

  Respectfully, we have no control over what you decide to do with your social media accounts and wish to reiterate that we are just standing by the Terms of Use you agreed to upon signing up. Also, our system shows you've already disputed the charges with your financial institution so at this point, the best we can do is to wait and see how the bank will decide on your dispute.

   

  Thank you!

   

  Skill Success Support Team

• Initial Complaint

  Date:09/18/2022

  Type:Service or Repair 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 received a charge of ****** dollars to my bank which I did not authorize. I contacted Skill Success the same day to ask for a refund because I NEVER authorized the payment. They said its a recurring charge, and they sent me emails of the change (I never saw ************* it). I never authorized such a high payment and they are refusing to return my money and instead are offering me another year. I have not used used their product, I do not use their product and I was unaware of this ****** transaction.

  

  Business Response

  Date: 09/29/2022

  Hello,

   

  Hope all is well!

   

  We'd like to inform you that based on the review made by our Billing Team, your request for a refund is already beyond our 10-day money back guarantee guidelines which is why we are not able to process your request at this time. Moreover, on top of the annual subscription you've already paid for(Sept 15, 2022 - Sept 15, 2023), we offered to add a free year(Sept 15, 2023 - Sept 15, ****) which you declined. We are hoping for your kind understanding as we stand by the Terms of Use you agreed to when you signed up.

   

  Thank you!

  Skill Success Support Team

  Customer Answer

  Date: 09/30/2022

  I contacted you as soon as my card was charged. YOU refuse to return money'which I did not authorize to be taken. The are many complaints made to you through the BBB because charging ****** without anyones consent is illegal.  Its horrifying to see that a business is conducted this way.

  

  Business Response

  Date: 10/01/2022

  Hi!

   

  Thanks for following up! We'd like to inform you that we will be standing by our Refund Policy. We are hoping for your patience and understanding on this matter.

   

  Thank you!

   

  Skill Success Support Team