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:06/07/2024

  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 attended a Front Range CPR Instructor course on January 8, 2024. My company paid for the certification for me to become a cpr instructor. While at this training, I was offered a recertification for my base cpr certification (since this base certification needs to be active and not expire to be an instructor and a skill test was already conducted for my instructor certification). I then paid with my own money to get the recertification along with my instructor certificate. I now have two receipts for this day. After only receiving my instructor certificate and not my recertification, I reached out to explain that I was missing this certification. I was informed that I have two certifications in my account. I explained that one of those certifications are not from Front Range, I paid for two certificates from Front Range and only received one. I then did not receive a response and emailed monthly for my certificate or a refund. I received a response again today 6/7/24, 5 months later, with the same response that they could not refund me because I have two certificates in my account.

  Business Response

  Date: 06/18/2024

  This card was issued, Please check the date.

  Sometimes these cards go to spam as they are an attachment, and not easily located.

   

   

  Customer Answer

  Date: 07/01/2024

  An update that the business sent my certificate through. 
  Thank you for all your help. 
  They still refused the refund but did end up sending what I paid for so I will accept that. 
  

  
  

• Initial Complaint

  Date:08/26/2023

  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.

  On 8/17/2023, I searched the **************************'s official website, heart.org, for a CPR class that would give me a certification for applying first aid, CPR, and using an AED. I filtered my search for HeartSaver classes in or near ******, ********, and came across a listing by Front Range CPR (frcpr.org) for a class taking place on August 20th, 2023 in ***********, ********. I found acceptable the advertised pricing of the training, $55, and of the ************************** brand certificate, $25, which second item I would obtain after course completion. I then made my purchase of the bundle using my Venmo debit card, and received an email from Front Range CPR ***************** containing a receipt for my purchases and the details of where and when the class would take place. I also received an email from Venmo confirming my transaction with Front Range CPR for the total amount of $80.I showed up to class on time at the scheduled date and location, and was met by *****, whose last name appears to be *****. ***** stepped out while having a very professional young instructor take us students through the course. I received some hands-on training only for responding to a choking person and executing CPR. The rest of the course consisted of watching and discussing video presentations of modules covered in the official **************************'s HeartSaver Student Workbook. Finally, we students were informed we would receive our certificates within a matter of days.On August 24th, I received an email from ProTrainings.com containing initial login credentials for accessing what turned out to be a ProTrainings.com brand certificate for knowledge and training in the use of First Aid, CPR, and AEDs according to "************************** Guidelines."Since I paid for an ************************** brand certification, I sent messages of complaint to the **************************, Front Range CPR, and ProTrainings.com. I've been ghosted by them all so far.

  Customer Answer

  Date: 08/28/2023

  The website of Front Range CPR is actually frcpr.com, not frcpr.org; I apologize for the mistake.

  Business Response

  Date: 08/28/2023

  Email already sent to the student:

  Good morning, 
  
  We have as a written guideline and have been careful to declare a window when issuing a *** cert due to ongoing issues with the new *** website conversion to the new Atlas system.   I did confirm the card has been issued and you should receive an email from *** alerting you to this.  In the event you did not receive this email please know this is still an issue with ***.  This means you might need to attempt to log into *** to retrieve this certification.  I can retrieve it from this end however it requires me to enter a security question to be created and I would be happy to do it while you are on the phone. 
  
  
  In regards to the communication from last week and the slow response to your email and phone call.  It is our nature when someone takes a threatening tone and brings threats of suing us ect. my staff is not by policy allowed to respond without the direction of myself and/or our retained legal advisors.  I was doing a training at a remote mountain camp from wednesday to saturday and was not able to respond due to a lack of reception. 
  
  
  All students receive a ProTrainings cert as it is our most common selection and is automatic so please know this was not in replacement of the paid *** add on but is in fact an additional certification thus during registration it is called an "add-on"
  
  
  Again please know we did issue the card and if you help to retrieve it please call me on my cell today and I will be sure you get it in hand by this morning.  
  
  
  Your ecard number is 236019948236
  
  
  We strive to make each customer happy and achieve that *****% of the time.  We are sorry this has left you so frustrated and after this response if there is anything I can do to make this achievable please let me know. 
  
  
  Respectfully 
  
  
  Vince  

   

  For documentation of the threat to use legal action as well as the tone of the emails to my staff I am attaching the following emails 

   

  *******************;<*******************************>
  To:********************
  
  
  Thu, Aug 24 at 9:33 PM
  
  
  
  *****,
  
  
  I forgot to append one more screenshot to my last message: my receipt, which clearly shows that I paid for *************************** Brand Certification."
  I have appended a copy of that receipt to this message, both for your convenience and to show you I have all the facts and evidence on my side here. I paid. You did not deliver.
  
  
  If you fiddled with my phone and installed spyware or some other malware when you were checking for my receipt for the *** HeartSaver Student Workbook and Reference Guide, I will report you to the police and the ******** ****** of ************** Such a report, combined with my reports to the Better Business Bureau and the Westminster and ******** ******** of Commerce, might just put you out of business, and other, more honest merchants will replace you.
  
  
  Consider yourself advised.
  
  
  Sincerely,
  
  
  ***************************

  *******************;<*******************************>
  To:********************
  
  
  Thu, Aug 24 at 9:12 PM
  
  
  
  *****,
  
  
  The ProTrainings certificate doesn't pass verification on either heart.org or its certificate-verification partner, laerdal.com.
  
  
  I've attached a copy of the certificate, as well as screenshots showing you that I correctly entered the ProTrainings certificate number into the verification text box of each website. Both websites failed to verify the certificate, which is no surprise, since it isn't an *** certificate. The certificate is therefore worthless, and not what either heart.org advertises (see screenshots) for HeartSaver courses like yours listed on its own website, nor what is advertised on the Front Range CPR class enrollment website (see screenshots.)
  
  
  A cheated and angry customer,
  
  
  ***************************
  

   

  
  

  Customer Answer

  Date: 08/28/2023

  I finally got my *** certification. The owners also finally responded to my messages of complaint, and have provided somewhat plausible explanations for both the delay in their response and in my receipt of the *** certificate. They claim the **************** certificate was included in their website's product description as an "add-on" that all students receive upon completion of the class, but I saw no mention of such an add-on certificate. It also seems like a lazy business practice to give such a worthless "add-on" certificate to a customer who bought an official *** certificate, so I'm not entirely convinced the owners are being forthright here. Nonetheless, since I now have my *** certificate, I now rest my case and seek no further remediation through the Better Business Bureau.

  Customer Answer

  Date: 09/01/2023

  ****,

  I would say that Front Range CPR finally made good on their side of things by getting me my *** Heartsaver card. Their explanation of the delay was plausible, and indeed the *** website does show they've been dealing with a lot of communication issues lately. There's no need to write in the public release of the resolution that I'm dissatisfied, as I already informed the business of other minor issues I had with their training and their advertising. 

  Thanks.

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