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:08/09/2024

  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 enrolled into the Medical Billing and Coding course through ***************** Extended Learning on February 16, 2023 to get into a new field since I already had a Bachelors in Psychology and a minor in Sociology. I finished the course on April 17, 2023. I took the *** certification exam on June 10, 2023 and passed to receive my ***-A certification at AAPC. After all this, I still have not found a job. I paid $3,199 for this course. Ed2go offered externships for my course when I taking the course. I have included the copy of the email saying they offered externships. But when I reached to Ed2go, I was told that they didn't offer externships. I contacted Ed2go on February 14, 2024 about the externships and they offered to help me contact locations for externships but I sent them locations multiple times, 20 to be exact, but they replied that the businesses don't offer externships. I feel that if they advertise and send information regarding externships for their program, they should have the companies already lined up and not have students sending them companies for them to see if they offer externships. Since students are literally teaching themselves with no instructor, they should be able to provide externships as promised. I am wanting a refund because I feel like I wasted my time and money to still not be able to find a job. After all these complaints and reviews regarding their programs and practices, they should not be still providing services with students saying basically the same thing.

  

  Business Response

  Date: 08/09/2024

  Hello,
  
  We understand your frustration and would like to address your concerns

  Firstly, we would like to congratulate you on passing the certification exam. Our primary goal is to prepare students to excel in their certifying exams, and we are glad that you have successfully achieved this milestone.
  
  Regarding the externship placement, we would like to remind you that we do not guarantee an externship placement. This information was communicated to you in an email sent in April 2023. Our externships team, however, is still committed to assisting you in finding a suitable placement on your own. We have noted that they are actively contacting potential sites on your behalf, and we encourage you to continue working with them to secure an externship opportunity.
  
  As for job placement, we must emphasize that we do not guarantee job placement for our students. This information is clearly stated in our course catalog. While we understand that job searching can be challenging, our program focuses on providing the necessary knowledge and skills to pass the certification exam, which is an essential step towards securing employment in the field.
  
  At this time you are not eligible for a refund. Please feel free to continue to reach out to our externships team for further assistance in your search for an externship site. We wish you the best of luck in your career endeavors.
  
  Thank you!

  
  

  Customer Answer

  Date: 08/16/2024

   I am rejecting this response because:
  
  I am not understanding why I have to provide externship leads and there isn't a list or companies already established for medical coding students. Additionally, I was advised of conflicting information on whether or not they provide externships for medical coding students. One communication said they don't provide it but the initial communication for the program said they do. I have provided email communication regarding the conflict of information.

  

  Business Response

  Date: 09/04/2024

  Hello,

  Upon reviewing the attachments you provided, I did not identify any discrepancies or conflicting information. The completion email you received clearly states: "Some externship opportunities are associated with ed2go's industry partners. Please refer to our website for a comprehensive list of partners. Students may arrange or negotiate their own externships with non-affiliate companies, sites, or facilities that accept externship applications if ed2go does not have affiliate partners within the student's chosen career sector."
  
  After you were introduced to the Externship Assistant, the support we offer in cases where partnerships are not in place was clearly communicated. We currently do not have partnerships in place for Medical Billing and Coding. I have attached screenshots containing this information, which were taken directly from the thread you included in your response.

  Furthermore, the Externship team has been consistently reaching out to monitor your progress and provide support throughout this journey

• Initial Complaint

  Date:07/30/2024

  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.

  On June 20th I purchased an online certification program. Was not able to log into it til July 12th. The course is beyond basic. They advertise it as a certificate program through Loyola Marymount. Loyola Marymount is not the one offering the program. It is another school. It is very misleading and they basically charge a considerable larger amount for a certificate not given by Loyola Marymount but rather a sub contracted tech school. It is very misleading on July 24th I requested a drop out from class and a refund. Per their website it states you have 13 days from first day of login. They tell me something else over the phone and through email. They are stealing peoples money misleading you to believe that Loyola Marymount is the one offering it. I contacted Loyola Marymount and they have no idea why they are even affiliated with a tech school or an extension program. I also asked a student adviser at ed2go and they couldnt give me a straight answer about being affiliated with Loyola Marymount. They have no proof. They kept evading the question and giving me some other useless jargon. The teacher who teaches the course is not even a professor or affiliated with Loyola Marymount either I want a refund from those scammers. My account number with them is my email

  

  Business Response

  Date: 07/31/2024

  Hello,
  We have thoroughly reviewed your case and would like to provide you with some important information

  On July 24th, we received your drop/refund request, which unfortunately fell outside of our policy. We noticed that you enrolled in the course on 6/21/2024 and did not provide any extenuating circumstances to support your request. As a result, our Escalated Support team sent you the first denial notification and requested additional evidence from you.

  On July 26th, you responded to the denial notification and referenced our Fundamentals course offering policy, which states that students have 13 days to drop/refund the course. We understand the confusion, but please note that the policy you quoted is specific to the Fundamentals program, whereas you are enrolled in the Advanced Career Training program. To clarify this, our team provided you with the drop/refund policy verbiage for the program you are currently enrolled in. Additionally, we explained the relationship between Ed2go and LMU. For your reference, I have attached the email that was sent to you, as well as the link to the Student Enrollment Agreement, which all students must acknowledge prior to becoming active: ****************************************************************.

  In addition to the email correspondence, we would like to address an incident that occurred on the same day. We received reports that you called the advising queue and became escalated, using profanity. We have reviewed the call records and unfortunately, we can confirm that this incident did occur. We kindly ask that you maintain a respectful and professional demeanor when interacting with our staff. We understand that situations can be frustrating, but it is important to treat our team members with respect.

  At this time, our team has provided you with our policy surrounding drops, and it appears that you are outside of the designated timeframe for a refund. 

  Customer Answer

  Date: 08/09/2024

   I am rejecting this response because:
  
  The deceptive practices of Ed2go, an online course provider. They mislead students by advertising courses affiliated with reputable universities and colleges, when in fact, they have no affiliation with these institutions. The same courses are offered at different prices and under different schools, with no transparency.
  
  The instructor, *************************, is not a staff member or credentialed by either college. Ed2go has removed the *** logo from their website after I filed a complaint, indicating their dishonesty.
  
  Their website states refunds can be given up to *************************** on the phone its something else Their refund policy is unclear, and they fail to deliver on promises. **************** is unresponsive and unhelpful, relying on scripted answers.
  
  I have attached screenshots of their website, which clearly show the discrepancies. I urge you to investigate the numerous complaints filed against Ed2go and take action against their fraudulent practices.

  included shots include the refund policy that is on the website or was on the date i screen shot it  

  
  

  

  Business Response

  Date: 08/13/2024

  Hello,
  Ed2go collaborates with over ***** esteemed partners, including colleges, universities, non-profit organizations, corporations, and workforce boards. Our partners choose to work with us due to the extensive selection of high-quality online courses we offer, which align with their mission to provide relevant, in-demand skills that promote career mobility.

  Moreover, we support our partners by supplying customized, hosted websites that reflect their branding. This enables them to manage their unique Ed2go course catalog and pricing, allowing students to purchase courses offered through the partner. Furthermore, when students visit our site, they can select their preferred partner, and their enrollment will be routed accordingly. At this time, the branding has not been removed as claimed. You may review this link to confirm: **************************************************************************************************.
  
  Additionally, the screenshots you have provided regarding the 13-day policy pertain to the ILC/SPT course offerings. As previously mentioned, you are not enrolled in an ILC or SPT; you have enrolled in an ACT, which follows this policy: ***************************************************************.
  
  Lastly, the program you are enrolled in is through the *************** of Interpretation. Similar to our partnerships with institutions, we collaborate with various entities to provide our courses, which also adhere to our policies and procedures. 
  
  At this time, I have requested a manager to contact you directly to address your concerns. Please keep an eye out for an email from our team containing information on scheduling a time for a phone conversation.
  
  Thank you. 

   

• Initial Complaint

  Date:07/16/2024

  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.

  January 12, 2024, I signed up for an Activity Director certification course through Ed2Go, via the ******************* at ***********. UT recommended this website that signs you up through a course provided by WeCare, an online resource for continuing education credits and programming certification. Unfortunately, they do have certification courses that are valid in certain states but not in *****. This information is NOT made clear and I paid $845 for a course that ultimately does not lead to certification. I am pasting a quote from the website, Ed2Go for the Online Activity Director course, "This training is valid in the ** only in the following states: ****, ******, *********, ********, *************, **********, ********, ************, *****, **********, and *********." ***** is clearly listed in the approved states, but this is false advertisement. Not only do they charge an insane amount for no certification, but they are nearly impossible to get help from. I was supposed to receive login information within one to two days. It took nearly two weeks of begging and pleading to get the classroom invite sent to me. I now have to register for a real certification course to satisfy my job requirements, which incidentally, will cost less than this fake course did. My job is not grabbing the bill though, I have to pay out of pocket. A refund would be great, all things considered.

  

  Business Response

  Date: 07/22/2024

  Hello, 
  
  Thank you for bringing your concerns to our attention.

  Upon reviewing the timeline of events, we found that our team reached out to you on January 20, 2024, which was 8 days after your start date, to address the issue of not receiving the login credentials. Our team responded to your email on the next business day, and provided guidance by referring you to the vendor for support. In that email, we also included instructions to check your spam/junk folder and provided the contact information for the vendor to assist you further.

  On January 26, 2024, you followed up with us, stating that the vendor support informed you that you should have received an email with credentials, which you claimed was not accurate. Upon receiving this update, our team promptly contacted the vendor and requested them to re-send the credentials. The login history for your ed2go ************** shows that you successfully logged in on January 26, 2024, indicating that the credentials were received at that point. Additionally, we noticed five login records for your account on the following dates: 1/26/2024, 2/27/2024, 3/18/2024, 4/1/2024, and 5/29/2024.

  There were no further updates on your account until July 15, 2024, when the vendor sent an "incomplete" notice after your access had elapsed. As a result, our team sent you an extension request form to provide you with more time to complete the course

  Regarding the regulations in *****, we have reviewed this with the instructor and our internal team and can confirm that we meet the requirement of being approved by a credentialing body. We are approved by the ************ of Regents, which serves as a recognized credentialing body for students in ****** While our program does provide a path to certification, we recommend that every student confirms whether this path aligns with their specific career goals.

  
  Once again, we apologize for any inconvenience caused, and we appreciate your patience and understanding throughout this process. If you have any further questions or concerns, please feel free to contact us directly. We are committed to ensuring your satisfaction and success in your educational journey

  Customer Answer

  Date: 07/23/2024

   I am rejecting this response because:
  
  I have more screenshots of the communication between myself and the support for Ed2Go. I have included as many as I could. I paid for and registered for the COURSE on Jan 12 and was informed my second set of credentials  would be emailed within two days. As you can see, they were not. I also have already pointed out that on the front page of the website it states ***** is included but, then WITHIN the classroom, it states the COURSE does NOT to do certification in ***** and is NOT recognized by NCCAP. In ***** you have to be certified to work as an activity director, barring stipulations regarding people who began employment before the cut off date. $845 is what I had to pay to learn this information as it is not readily available on the introduction page to your COURSE, the information can only be found once you have paid for and are able to enter the classroom.

  

  Business Response

  Date: 07/25/2024

  Hello, 

  While it is true that our course is not recognized by the ****** it is important to note that this is due to the specific certification requirements they have in place, which include MEPAP certification. We do not possess MEPAP certification, which is why we are not approved by the ****** We understand that this distinction can sometimes lead to confusion among students, and we strive to clarify this in our course materials. Our instructors are there for questions or to provide further clarification on such inquiries.

  Furthermore, we have reached out to the instructors and confirmed that there is no information stating that Texas does not recognize our course. It's important to note that our courses are approved by the ************ of Regents. However, it is crucial for students to conduct thorough research before enrolling in any course, as each career path may have different requirements and regulations that vary by state.

  In our course catalog, we explicitly state that our course does not prepare students for a specific certification due to the lack of a standardized route, which can vary within each state. I have attached a screenshot with this information. 

  Regarding your situation, I understand that you were unable to start the course right away. As a gesture of goodwill, I would like to offer you a free 6-week extension to allow you ample time to complete the course and earn a Certificate of Completion. If this is something you are interested in, please contact our student advising team. 

  
  Thank you

  Customer Answer

  Date: 07/27/2024

   I am rejecting this response because:
  The cost of this course was ridiculously high. I have shared the webpage and the wording used both on the front page and in the classic. I will not be accepting the offer of a free extension to complete the course, as it would be a waste of time to put in effort for non-certification when I have a full time job and I am required to sign up for a legitimate course in order to become certified for my job. 
  
  

• Initial Complaint

  Date:06/11/2024

  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.

  I completed a course through Ed2Go and their affiliate EcredOnline successfully in January 2024 and never received the certificate of completion. I was guided to contact ECredOnline directly at the email ********************** but never received a response and when I investigated this individual and EcredOnline, this business location is for lease and non existent in the ecorp of the state of *******. When I contact Ed2Go, I am directed to their student services, however no one answers and the voice message is from November stating they are out on vacation. In honesty, the program was great and learned a ton, but for some reason I am unable to obtain the Certificate of Completion and have no way to validate to any potential employer that the course was completed, which makes this entire experience seem like a scam and a waste of a lot of money.

  

  Business Response

  Date: 06/12/2024

  Hello, 

  I apologize for the delay in receiving your Certificate of Completion from E-Cred Continuing Education. Our team is eager to assist you in resolving this matter. However, it seems that the Student Advising team sent you an email on April 11th, 2024, requesting confirmation of the address on file, but we did not receive a response from you. Before we can proceed with reaching out to the institution, we need to confirm this information with you.
  To address this, I have asked my Escalated Support team to contact you via email to verify the necessary information. Once we receive a response from you, we will promptly reach out to E-Cred Continuing Education directly to inquire about the status of your Certificate of Completion. Kindly check your email and respond accordingly.

  Thank you. 
  

  Customer Answer

  Date: 06/22/2024

   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. Although I did reply to the email they referenced, it was later discovered that there was a networking issue on their side that prevented the emails from me to get to them. They electronically sent me and mailed me a certificate of completion, so everything is completed to my satisfaction. Thank you

• Initial Complaint

  Date:06/10/2024

  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.

  Dissatisfied with their service and lack of communication. I've reached out to Ed2go last week to request an extension for the course I was enrolled in. After receiving the email from one of the student advisor to proceed with the next step to make a payment by phone, I realized I could not call due to being outside the U.S. I reached out to them by email, one of the advisors suggested to contact someone I know who reside in the states to call on my behalf. A close friend of mine reached out to them, however, she told me the representatives would hang up after they claim to transfer the call. I was able to get on a 3-way call to explain the situation. When I made the attempt to pay, the representative claimed my card information didn't take and the account came up as an error. Again, I am not satisfied with their service and their lack of professionalism when it comes to resolving issues like mine.

  

  Business Response

  Date: 06/12/2024

  Hello, 

  I have reviewed your account and your complaint. I apologize for any inconvenience this may have caused you. The management team and I have thoroughly investigated this case and will be providing coaching to our staff on proper protocols when encountering a bug. We are also examining our phone system as we have not experienced any issues with incoming calls from overseas. However, we are investigating to determine the cause of the problem.
  Regarding your extension, our team has submitted a ticket to have the bug fixed. There is an error that prevents us from processing the extension. I am hopeful that this issue will be resolved by the end of this week. Once it is resolved, we will process the 6-week extension at no additional cost to you. You will receive a confirmation email with your new end date once the extension is processed. 

  Thank you.

• Initial Complaint

  Date:05/25/2024

  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.

  I am extremely dissatisfied by the lack of communication. I enrolled in an ELDT course with NextMile InStride and completed it on May 2nd. I waited a few days for the course to show as completed on my NextMile account, and after a week I reached out to them inquiring why it was still showing as active. NextMile responded by saying ED2GO had not submitted the course as completed, they have sent multiple emails on my behalf only to be told ED2GO needs the professor to confirm it is completed. I sent 2 emails to Ed2Go and never got a response, I called multiple times and each time I was put on hold and then the call ended without me speaking to anyone. The one time I finally got a hold of someone they agreed it should not be taking so long for my course to be marked as completed, and they sent a request for my course to be submitted as completed, I still have not received a response or confirmation from NextMile about the completion.

  

  Business Response

  Date: 05/28/2024

  Hello ******,
  
  Thank you for bringing this to our attention. I have reviewed your account and can confirm that you have completed the course successfully, congratulations! I apologize for the delay in processing your completion as there seems to have been a glitch between our system and the instructors. However, we will be processing this completion right away and you will be notified of the confirmation shortly. 

  Customer Answer

  Date: 05/29/2024

   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.

• Initial Complaint

  Date:05/07/2024

  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 am writing to express my dissatisfaction with the lack of communication and support I have experienced as a student enrolled in one of Ed2go courses. Despite my attempts to reach out for assistance and clarification on several occasions, I have rarely received any response or acknowledgment from the Ed2go team. This lack of communication has significantly hindered my learning experience and left me feeling frustrated and unsupported. I enrolled in the Pharmacy Technician course on 2/8/2024 with the expectation of receiving quality instruction and prompt support from Ed2go. However, the absence of communication has made it challenging for me to progress through the course and address any issues or questions that arise. As a result of this ongoing issue, I kindly request a refund for the course fees. I believe that it is fair and reasonable to receive a refund given the lack of communication and support provided. I would appreciate it if you could process my refund request as soon as possible. Additionally, I urge Ed2go to improve their communication channels and support services to ensure that other students do not encounter similar issues in the future.

  

  Business Response

  Date: 05/09/2024

  Hello, 

  After reviewing the account, We have determined that the Student Advising team responded same-day to the students three outreaches, one by phone and two by email. In addition to these quick responses, the team sent two proactive welcome emails for each portion of the bundled program and also followed up unprompted with the student regarding their lab kit status. We record all interactions between students and the Advising team, with time stamps included of both the students outreach date and time and the Advisors response date and time.
  
  Here is a complete list of every exchange noted to the account. 
  
  2/6/2024 The same day the student entered their program in the Medical Terminology section, they received a personal phone call and email from one of our advisors. The student did not answer the phone call or respond to the email.
  
  2/27/2024 First email outreach from student to team regarding moving from Medical Terminology to Pharmacy Technician portion. Student Advisor responded same day via email and let student know there were a few assignments left to be graded and that the student would be notified when new course opened.
  
  2/29/2024 New course opened. Student Advisor sent a personal email welcoming student into their new course.
  
  3/21/2024 Student called into queue line, spoke to Student Advisor about expediting lab kit. Student Advisor reached out to Product team immediately by email to request expedited shipment.
  
  3/22/2024 Product team explained situation with lab kit to Advising team. Student Advisor immediately emailed the student and gave them an update with no guaranteed shipment times, but reported the students kit was expedited.Student did not respond.
  
  4/29/2024 Next outreach from student to team via email. Student stated they had not yet received a lab kit. Student Advisor responded same day via email and let student know the kit was being processed by vendor and gave a 2 3 week timeframe for shipment. Encouraged student to keep working and reminded student that they also have an instructor available for any content-related questions.Student did not respond.
  
  5/6/2024 Next outreach from student, email. Asked about MindTap access. Student Advisor responded same day by email and referred student to instructor for their question and provided instructors contact information.
  
  At this time, we believe that proper support was provided to the student and the request for a refund have been denied based on the information above. 
  
  Thank you. 

  Customer Answer

  Date: 05/09/2024

   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.

• Initial Complaint

  Date:04/16/2024

  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.

  Paid for a cyber security bootcamp course with this company, which is an accelerated circular approach; meaning everything is on a crunch deadline. After paying for the course my start date was set to 04/28/24. Upon attempting to log in I had issues accessing the course. I submitted several tickets and was told to wait two weeks. The tickets were closed without resolution and i was referred to contact a student coach. I had fallen very far behind and I didnt feel i would be able to make up all the lost time, I requested a withdrawal and a refund to find another school source.I was denied because they stated I had 10 day from the start date to request a refund. My argument is how could I have even logged in to have started or requested so. I feel the impossibility of the terms makes it unenforceable and therefore an exception should be considered.

  

  Business Response

  Date: 04/17/2024

  Hello,
  
  The student self-enrolled on 3/27/2024 and was given a start date of 3/28/2024. Upon enrollment, the student received access information with the start and end date listed (attached).

  The student has logged 2 hours and 35 minutes in the classroom.

  To address any confusion surrounding access, we strongly recommend that students connect with their orientation specialist. During the phone call, the specialist covers details about labs and the process of accessing them. Not attending this call may explain the student's confusion regarding access.

  Additionally, the labs that the student mentioned not having access to are not provided until the 10th day of enrollment, as they are non-refundable and this allows the student to request a drop within the 10 calendar period with a full refund. This aligns with our policy regarding materials, as students typically receive them within 7-10 business days of their start date.

  The student submitted their request to drop the program on 4/13/2024 which falls outside of out 10 day drop policy listed here- ****************************************************************. The student acknowledged this on 3/27/2024 10:53:22 AM PT.

   In order to resolve this matter and provide a solution, we would like to offer the student a standard extension at no cost to make up for any lost time at the beginning of their enrollment. However, our team has reached out to the student, in which did not provide additional information to support their claims. At this time, the extension offer remains as they outside of policy to drop and be provided a full refund.

• Initial Complaint

  Date:04/15/2024

  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.

  On March 27, 2024, I purchased the Home Inspection Certification program offered by ed2go in partnership with ************************************. I paid $2,495.00 for the program. I desired to become an inspector who could inspect homes in the **************. Before purchasing the program, I spoke to a representative of ed2go, ******************************************, who assured me that I could use the certificate to work as an inspector in *****. Armed with his affirmation, I paid and started the program. On April 12, 2024, I spoke to my program instructor, *********************, regarding the requirement for my field training in *****. He said that I could not use the certificate to work in *****. I contacted the ***** ********************** (TREC) to confirm if this information was correct. I was told that this program was not TREC-approved. Upon learning this information, I contacted ed2go and spoke with *********************** about a full refund since I was provided with untrue information. He said I did not qualify to drop the program and obtain a refund. ****************************************** from ed2go misrepresented the truth. If I had known that this program would not assist me in achieving my objective of working as a home inspector in *****, I would not have purchased the program. I am requesting a full refund. I have tried to resolve this issue directly with the school but have failed. This course is only useful if students such as me can use it to work and make a living. Since ed2go is associated with ***, I was confident that this program was reputable. I am asking ed2go for a full refund to purchase a TREC-approved program and achieve my original objective of working as a home inspector.

  

  Business Response

  Date: 04/18/2024

  Hello, 

  Upon reviewing the information provided by the student and our records, we agree that the information given prior to enrollment may have been unclear. Although we strongly advise students to review their state requirements before enrolling, we recognize that the information provided by the enrollment representative may have caused confusion. To address this, we have proactively reached out to their team to ensure that they deliver accurate and up-to-date information moving forward. 
  
  Furthermore, our Escalated Support team has contacted the student to offer a full refund.

  Customer Answer

  Date: 04/19/2024

   I am rejecting this response because:
  
  I have not received a phone call from anyone.

  

  Business Response

  Date: 04/19/2024

  Hello,

  Our Escalated Support team sent you an email on 4/18/2024 at 11:38am PST with the full refund offer as they are not available over the phone. Once you respond to the email with your acceptance in writing, we can proceed with processing your full refund. As stated in the email, you will need to respond to the offer by 4/25/2024. 

  Thank you!

  Customer Answer

  Date: 04/23/2024

   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.

• Initial Complaint

  Date:03/13/2024

  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.

  In February 2023 I enrolled in their Digital Court Reporting 6 month online program that was being offered through ******************************* in ***, **. They said that the course was 6 months long but it was impossible to finish in that length of time. By 11/23 I had received two extensions at $150 each. Even with the two extensions it still wasn't enough time for me to complete the course. At this time, I had completed 93% of the course. I spoke to a representative, ************************* and he said that the only way I could finish would be to re-enroll and pay the full amount of the entire course again ($1595), despite having completed 93% of the course. That makes no sense. After some back and forth, I spoke with ********************* ************************************************ Coordinator) and she said that Ed2Go said that the best course of action would be to request another extension. Mind you, I didn't want an extension - I needed to re-enroll and was even told I could do so at a discounted price. I was given a free two week-extension, which was still not enough time to finish. As of February of 2024 I still have not completed the course because they say due to their policy, I've reached the maximum amount of extensions that could be given and that there is nothing else that they can do. At this present time, I am 97% done with the course. I have read the full extension policy and nowhere does it state that should a student receive the two extensions, that they would need to re enroll and pay full tuition.

  

  Business Response

  Date: 03/18/2024

  Hello,
  
  This student started our course on 2/21/2023. The student's 150% access date was on November 13, 2023.
  
  The student was granted a final extension on 10/3/2023, the extension end date was 11/13/2023 based on 150% access.

  The student reached out on November 7th for an additional extension where she was advised that if she did not complete by 11/13/2023 she would need to re-enroll. The student did not re-enroll.

  Student reached out on January 11th for an extension exception due to being close to completing the course.

  Our content provider confirmed that the student would need 2 weeks rather than a 1-week extension: ******* would need at least two weeks to complete the course with how much she has left. If this is her first free extension, we can offer her two free weeks.

  On January 19th the student was given the final 2-week extension outside of policy.

  On February 15th the student requested an additional extension outside of policy and this Is where the final denial occurred.
  
  In order to mitigate this matter and based on the student's progress, we are allowing one FINAL extension. This is outside of policy, and it must be clear that this is the last extension we'll be able to offer.
  
  Best Regards,
  *******************, Manager

  Customer Answer

  Date: 03/18/2024

   I am rejecting this response because:
  
  The business is offering me one week to complete the program.  I am 97% done with the program and had originally asked to re-enroll back in December 2023.  The problem there was that they said that I would have to pay the entire amount of the program in order to finish the last 3%.  After a chain of emails,  I was told by the Enrollment Manager two months later that an extension would be the best avenue to take.  It wasn't.  At that time they only offered me a two week extension and I still was not able to finish the program in time.  I need at least 3 weeks to a month to be able to complete the program.  They sent me an email today offering a one week extension but I have  not responded. 

  

  Business Response

  Date: 03/18/2024

  Hello,
  

  The student already signed the Student Enrollment Agreement and acknowledged our policy before enrolling. We regret to inform you that we can only provide a one-week extension (outside of policy) at this time. The student has two choices: she can either accept the one-week extension offer or re-enroll in the course.

  
  Best Regards,

  *******************, Manager

  Customer Answer

  Date: 03/19/2024

   I am rejecting this response because:
  
  I understand the extension policy - that wasn't the issue.  The goal from the beginning was for me to re-enroll into the program.  I was told when I first started the journey of trying to re-enroll was that I could re-enroll with a possible discount.  Since then, I haven't heard anything about a discount but was told that an extension would be the best way to go.  I never asked for an extension.  Also, I would like to add that nowhere in their policy does it show anything about re-enrollment.