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:09/03/2024

  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.

  Took online course June 30th. Received an email from the state July 1st that I’m not required this year for continuing education. Contacted company numerous times. After holding for an hour and a half they agreed to refund over a month ago. Still no refund. Phone number is a random dude and says to stop calling. Verified with the state licensing they are approved company and that is the correct phone number. They should not take your money for continuing education that the board is not requiring this year. They already agreed to a refund and now won’t give it to me or answer emails or phone calls.

  Business Response

  Date: 09/21/2024

  I dispute the accuracy of Ms. **** description of the circumstances relating to this complaint.  In May, we converted to a 100% support ticket system with the goal of providing more accurate support request resolutions. It was not possible to provide the level of service needed when the phone agent had to transcribe critical information.  I do admit that there was a big company transition in June of this year. The office administrator retired, and the office phone was at that time in Montrose Colorado.  However, we had already gone to a 100% support ticket system. So, the random guy story is not understood.  
  
  MS **** has submitted a support ticket and it is my understanding that she was responded to by the new office assistant, however, the new office assistant would not have the authority to promise a refund, and she would have no way to reach the account where a refund would be issued. I have no problem giving MS **** a refund and when I found this letter in my mailbox today MS **** was issued a refund by me. However, the statement by MS **** regarding my company charging her for continuing education that she doesn't need is impossible to happen on our part. The only way for anyone to be charged for a course on our website is for the cardholder to enter their information accurately into the online payment form. I do not have then, and I do not have now, MS **** credit card information and I therefore could not charger her. As suggested.
  
  I can assure you that I was as surprised as any of my customers that the Governor of Florida has decided to make into law, that cosmetologists and other beauty professionals do not need to review infection control and communicable diseases information knowing that they can pass diseases by the nature of their profession. I have to rely that the people who use my courses, which are approved and licensed by the Florida DBPR, are purchasing the course they need. It is virtually impossible for me to do a background search on everyone who purchases a course.
  
  MS ****** course was processed in accordance with the laws of Florida, and she was provided a course completion certificate. and we submitted an electronic course completion report for her to the Florida DBPR as required.  So we did follow the laws and rules that we are bound to.
  
  I would like to reiterate that MS **** has been given a refund for the $9.95 course fefees.i would also like to include in this resolution that the letter I received today was with 100% positivity NOT the second letter that came to my mailbox. I am the only person who checks the mailbox, and at no time did any letter come to this address until this one 2 days ago. This greatly concerns me that my businesses reputation can be critically damaged when I was not properly notified of this situation. I go through the mail 3 times a week, and no one else touches it. Fortunately, I did find this letter today, and I am immediately addressing this issue.
  
  I have included a screenshot of the refund that I submitted earlier today. It was my understanding that MS **** submitted a chargeback, and I was instructed by the Merchant Services Provider Company that we use to process online payments not to refund for transactions that are being disputed. I expect that the refund that I issued earlier is not being 
  returned after she had submitted a charge back as my card processing company indicated to my office.
  
  Well, this sums up what I have to say about this complaint.  I will expect that I receive a follow-up letter of the outcome of this issue. My personal email address is: 
  ***********@gmail.com 
  
  Please copy me at this email address with what BBB does. My company is my life. I have worked very hard to develop this company since 2000. I have invested my heart and soul in my company for the previous 24 years. I do not want my reputation being degraded over an issue like this. I will be anticipating a follow-up from BBB.
  
  Sincerely, 
  
  EVA *****
  
  ***********@gmail.com 

  Customer Answer

  Date: 09/23/2024

  
  
  Complaint: 22220486
  
  
  
  I am rejecting this response because:  first off I never disputed with my credit card.  I have only sent multiple emails to your company.  Also I called customer service in June and spoke to someone that said they would refund.  I was on hold for over an hour.  I also kept calling the phone number after that in which I was hung up on and told to go away.  That phone number is what is listed online and also that phone number was also verified by the state of Florida DBPR.  Although I am happy with the refund, your facts in the case are entirely wrong and your company’s customer service is horrendous.  I will never support this business again.
  
  
  
  Sincerely,
  
  
  
  Jennifer ****

  Business Response

  Date: 09/23/2024

  I am sorry MS **** feels that way. I do not understand who may have told her that a refund would be issued. Does she have a name? Was it a female, or a male?

  I am the only person that has the authority or the ability to provide a refund. Their was a transition in the office support. The pervious office administrator retired this year after many years. We transitioned to a new person, who may have spoke to Ms ****. This person was and still is new and she is still learning. But she was not authorized to make refunds, nor does she have the ability to make a refund. I would not have expected her to discuss refunds, but perhaps she did not understand. 

  MS **** has indicated that she rejects my dispute based on having not submitted a chargeback. I did not say that MS **** said or did submit a chargeback.  What I said was it was my understanding that she did based on the Merchant Services Provider Company that we use to process card transactions. I have been instructed not to submit a refund when  a chargeback has been submitted. 

  On our website, it is posted that our customers support team has converted to a 100% support ticket system. This change was made in May of this year. It was a move made after the previous office administrator retired to make it easier for the new staff member to respond to the requests for assistance while she was learning. I understand that the new person was not on top of her game because she is learning. It may take her a little longer to be as effective as I'm sure she will one day be. Unfortunately she was not able to resolve issues that involve refunds at the time MS **** purchased a course and then asked for her money back. It seems that MS **** is not going to be able to be satisfied with giving her a refund. I'm sorry she is unhappy with the experience.  She has already indicated that she will not use us again. I'm sorry that the new staff failed to give her the experience she wanted to receive.  We will strive to get our new administrator trained and hopefully this issue has been a learning experience for the new administrator. This has been a concern to her, but I cannot let her go under these circumstances.  

  Customer Answer

  Date: 09/23/2024

  
  
  Better Business Bureau:
  
  
  It was a man I spoke to after waiting for an hour.  He then sent a text that I attached and then never heard back.  See attached with phone number.  It was not a woman.  
  

   I have reviewed the response made by the business in reference to complaint ID 22220486, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Jennifer ****

• Initial Complaint

  Date:10/19/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 took the course and paid the fee, I passed the exam but never received a receipt, certificate or any correspondence regarding my completion. The charge has been posted to my bank for 3 weeks and I have reached out with their online form multiple times, emailed multiple times, called everyday and have received no response from this company. I think it is a scam and I lost my money.