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Business Profile

Security Guard Training

McGrew & Associates, Incorporation

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:04/26/2023

    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:
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    I purchased a Gold Package from ********************************************** The gold package includes the following classes/class items: Package Includes: Guard Card Class (1 Day) Baton Class . Chemical Agents (Pepper Spray) Certification Handcuffing Certification Firearms Class (2 Day) . 9mm ************* . 50 rounds of 9mm ammunition . Range Fee . Eye and Ear (Range Protection) . Target I scheduled all classes, however, on 4/20 I notified McGrew via phone that my firearms classes that were approximately 3 weeks away would need to be rescheduled. Speaking to McGrew owner ******* I was told that I would have to pay $50 as a rescheduling fee in order to do so. The package I purchased has no policies or terms and conditions stated on its page. Nor are there policies or terms stated on the page leading to the package page. This info is only made available after purchase of the courses. I asked via email again on 04/25 if I could reschedule my classes and reminded Chavoor that I had provided plenty of notice. ******* again refused to reschedule my class and insisted that I needed to pay him an additional $50 to do so. I asked ******* if my space in the class was going to go unfilled and he stated that it was possible. I dont understand why ******* would charge attempt to charge an arbitrary fee to a customer if there was no damage or impact to the business. I then requested a **************** stated that the $50 would be removed from the refund. When I told ******* that I expected to be refunded in full and did not want a partial refund, he went ahead and processed a partial refund, removing the $50. ******* then cancelled my attendance to classes in question, as well as my attendance to a completely unrelated class. This is absolutely shameful & predatory behavior on behalf of McGrew.

    Customer Answer

    Date: 04/26/2023

    ************
    ********, **  94801
    *************

    Business Response

    Date: 05/15/2023

    Hello,

         I regret ************** dissatisfaction in our posted rescheduling and cancellation policies. These policies exist specific to our Exposed Firearms Permit course because this class is in very high demand and there are only a limited amount of slots available. When a person signs up for a class and then requests to be rescheduled, it takes personnel hours to work with the participant to identify a new class date, make the appointment adjustment, then, since a large number of people have been waiting their turn to take this class, fairly identify a replacement in the class and make that necessary adjustment as well.

         This policy has been enacted for a number of years and has been fairly and universally applied to all attending this course. We regret that we had to assess this fee when ************** decided to have his appointment rescheduled, but we intentionally posted this policy in 3 different locations so each person signing up for this course is well informed before enrolling: 

       --First, on the firearms tab of our website. You can find that page here: *******************************************************************. It is clearly highlighted in red writing at the end of the course description. I have attached a screenshot of the posted policy on this page. 

       --Second, our cancellation and rescheduling policy is also listed on our scheduling page. You can find that page here: ************************************************************. This page is accessed by clicking the registration link at the bottom of the firearms tab of our website, or it can be directly accessed if you have the direct site link. You will find in the center of the course description, our rescheduling policy is again listed. Our firearms course does not allow walk-ins and an appointment is required. This is the only way to book an appointment and ************** must have gone through this page to initially schedule his appointment, regardless if he signed up for the individual class or if this class as a part of a package. I have attached a screenshot of the posted policy on this page. 

       --Third, the rescheduling policy is listed in the initial appointment confirmation email sent to each participant. Our scheduling software automatically sends this message to the email the participant provides. I have included a copy of the confirmation email sent to **************. Since the confirmation email contains the detailed process, which can be lengthy, on how to prepare for BSIS's Exposed Firearms Permit course, I have truncated the email to include only the portion that covers the rescheduling fee process. 

       --** addition, this case is a bit unique as ************** contacted ** via phone about a week before requesting to reschedule his appointment via email. I spoke to ************** where he requested to reschedule his appointment. I informed him about the rescheduling fee and ************** asked to leave his appointment unchanged at its existing date and time.  I have included a record of our call log showing ************** phone number calling ** and the date and time that occurred. 

       --Lastly, ************** attended two of our other classes on April 22, 2023. At the conclusion of those classes, ************** left me a handwritten note acknowledging the rescheduling fee and requested that I waive the fee for him because he was unable to pay the additional fee. This was captured on our internal video monitoring service and the video has been retained internally.

       

     

         While we do not like to assess this, or any additional fee, we do apply them universally to all participants and it would be unfair of us to give ************** preferential treatment by assessing the fee to everyone else and not assessing the fee to only him. We again regret **************' dissatisfaction and we understand how upset ************** is as he also filed complaints with the ********** of ******** Affairs (BSIS) and his credit card company. While speaking with BSIS regarding the complaint filed in their system, the representative commended ** on the details of our website and how it clearly explains the correct BSIS procedure in obtaining BSIS licenses. We strive to ensure our participants are well informed with complete information before enrolling in our programs, which is why we listed our rescheduling and cancellation policy in so many locations.

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