Complaints

This profile includes complaints for American Safety Council, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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American Safety Council, Inc. has 10 locations, listed below.

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  American Safety Council, Inc.

  225 E Robinson St STE 570 Orlando, FL 32801-4339

  
• 

  New York Safety Council

  218 W Main St Malone, NY 12953-9500

• 

  American Safety Council, Inc.

  216-03 46th Ave, New York, NY 11361

• 

  New York Safety Council

  218 West Main Street Malone, NY 12953

• 

  TrafficSchoolToGo.com

  16133 Ventura Blvd Ph a Encino, CA 91436-2447

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:11/12/2022

  Type:Customer Service 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 decided VOLUNTARILY take the American Safety council defensive driving online class. AFTER 6 hours and continued getting logged out and locked out after the last module was successfully completed. I was locked out of the stem and was told to contact. ******** care. Anyone I attempted to email or live chat I was forced into the lock out mode. I am cure y on hold with a 24/7 call line and no one has answered after 47 minutes ... I am also on live chat and was instructed there was a 12 minute wait and it has been 42 minutes. I have spent 6 hours completing the course and almost an equal amount of time attempting to navigate and resolve this issue. Absolutely intolerable and a total waste of time cashing this unprofessional company. I definitely want my certificate and a refund!

  

  Business Response

  Date: 11/23/2022

  Hello ***********************************,
  
  We apologize for the delay in response, at this time we are experiencing unusually high contact volume so our response time has been affected. We are taking actions to respond as quickly as possible, and we thank you for your patience and understanding.
  
  In any case, one of our biggest priorities is customer satisfaction, and I'm so sorry we could not provide that to you at that time.
  
  It appears your account was locked out when you failed to correctly answer your personally created security questions within the time allotted. This was presented on the page with a timer and label that said "Time Remaining Until Lockout".
  
  The account was unlocked and it does appear that you completed the course on 11/13/2022. You then purchased the Instant Digital Delivery of the certificate completion. As both services were received, we are unable to approve of a refund at this time.
  
  We do apologize again for your dissatisfaction in the hold times you faced, please let us know if you have any further concerns!

  Customer Answer

  Date: 11/30/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  There are several companies that a consumer can choose for the Defensive driving course. I selected American Safety council and experienced a LOCKOIUT problem while taking the course. The ONLY way to remove the LOCKOUT was to contact American Safety. The actual lockout took longer to get resolved than the actual time it took to take the course (which was 6 hours). During the lockout, I could NOT complete the exam. While locked out, I was instructed to email or Live Chat/with a digital representative or to call to have the system UNLOCK me. HOWEVER, ALL of the options to rectify the problem were ineffective. The email continued to give an ERROR CODE. The Live Chat options stated a rep would respond in 12 minutes - 4 hours LATER and there was ZERO live agent response!! I was unable to get this fixed after hours - one phone number answering system stated that I would have to on particular times. I was able to find another phone number wand the wait times were longer than TWO HOURS! DO NOT USE American Safety if you are taking this course. you HAVE A CHOICE - DO NOT CHOOSE American Safety council.
  
  Even after all of the problems I had- the company wasn't even willing to refund the $12.50. It was the principle - clearly Consumer Inconvenience is NOT one of this company's values to their customers. They DO NOT CARE ABOUT THE CONSUMER. AVOID THIS COMPANY AT ALL COSTS!
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 12/12/2022

  Hello ***********************************,
  
  Once again, we apologize for the inconvenience in hold times.
  
  It does appear that we unlocked your account within 24 hours of the identity validation lockout. Your account was unfortunately locked when you failed to answer 3 of your personally created security questions when prompted.
  
  Due to the inconvenience, we are processing the refund at this time. Please let us know if you have any further concerns.
  
  

• Initial Complaint

  Date:11/12/2022

  Type:Customer Service 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.

  Last year, I purchased the TLSAE Course (to get a Florida Learner's Permit) from a website online that had been recommended to me by a friend. After completing the TLSAE Course and the Permit Test I went to the DMV and was told that they had not received any of my results. As such, I just tried (today, November 11, 2022) to purchase another course from this new website. After paying and printing out my receipt I tried starting the course but was sent to a page containing only my permit test results and nothing else (this was what would show up when I would use the other website to try and obtain my TLSAE results). I don't understand why I am unable to take a new course so I was wondering if it was possible to obtain a certificate of my completion of the TLSAE course and, if not if I could be refunded the 19$ which I paid for this new course which I couldn't access.
  

  

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2022/11/23) */
  Hello ****** ****** ******,
  We do apologize for the inconvenience. It appears that you first registered for the 4 hour FL TLSAE/DATA course on 4/17/2022 and completed it on 7/14/2022. You then registered to take the FL Permit Exam under a different account about 11 minutes after the course completion. When you completed the 4 hour course and the permit exam, the states system provided us with the reporting numbers associated to verify their processing. Please note that each account has a unique username to login to that specific product. This may have caused a bit of confusion unfortunately.
  
  Our records show that you registered for the TLSAE/DATA course for the second time on 11/11/2022 and completed it the same day before purchasing the optional certificate for personal records.
  
  Your original account shows you were able to login to it several times prior to registering for the second TLSAE/DATA course attempt.
  
  We would be happy to assist you with a refund on one of the course completions to appease. Please allow 3-5 business days for that to reflect on your bank statements.
  
  Please let us know if you have any further concerns!

• Initial Complaint

  Date:11/09/2022

  Type:Customer Service 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.

  Yes I paid for and completed defensive driving course. I took this class to lower my insurance premiums. I have called several times and waited on hold for over an hour. I also did live chat and for 45 minutes. After that I ended the chat. It said 16 minutes. This has happened several times. At this point I am very frustrated. I have talked to my insurance company they have no record of my completion. They referred me to BBB. At which point I am filling out this complaint. My insurance says they will only go back 30 days I took this on October 4. Please help I have paid for this on my bank card so I have a receipt. Also they asked me a lot of personal questions including my s.s number. Please resolve this issue. I have also complained to them on their business. Ask Ed for a response never heard it.
  

  

  Business Response

  Date: 12/14/2022

  Business Response /* (1000, 5, 2022/11/14) */
  Emailed the customer directly at******************
  to assist.
  
  Email transcript - 11/14/2022 at 9:32AM
  
  Hello ****************,
  
  My name is Heather from the escalations team here at American Safety Council. I am following up on your BBB review complaint left on 11/9/2022 regarding your New York DMV Approved Defensive Driving Course. I am so sorry for any inconveniences and frustrations this has caused. I would be more than happy to assist you.
  
  First, I would like to sincerely apologize for the delay in response. I understand this can be very frustrating when you cannot contact a representative via live chat, phone or email in a timely manner. At this time, we have been experiencing longer than normal wait times with an increased contact volume. I assure you we are working hard to assist each and every customer who contacts us in a timely manner.
  
  After reviewing your account closer, it does appear that the course completion was not finalized. I do not see a due date in your account. I do see that you finished the course content as well as completed the course survey, however the course did not finalize. Unfortunately, this may have been due to a cookie/browser data issue in the web browser. At this time, I am unable to tell the exact reason why it was not finalized properly. This could have been a system error, that unfortunately we wouldn't have been notified to get resolved without being contacted. I am so very sorry for this inconvenience.
  
  At this time, I have forced the completion to show the date 10/4/2022 which should be within the month in which your insurance can back date. I have also attached an UNOFFICIAL certificate as a courtesy until this one arrives with USPS standard mailing as a courtesy. Please note, this is not an OFFICIAL certificate so the insurance company may not accept it, but it is worth a try until the official one arrives.
  
  
  Please feel free to reach out to me directly if you need any additional assistance at all!
  
  
  Thanks!

• Initial Complaint

  Date:11/09/2022

  Type:Customer Service 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 signed up for New York 5 hour pre-licensing course paid and completed all modules and it stated the in 24-48 hours I will receive a email receipt of completion with certificate info and they will send info to dmv automatically I emailed 12 times called 13 times no answer just a loop of your call will be answered soon then automatically went to thank you for staying on the line to complete survey I connected to chat it say that's the fastest way 24/7 live chat I
  When u start the chat it say15 min wait then it continues to say 15 min for 3 hours then crashes tells you retry chatting contacted nys dmv. They stated they have no record of me complete
  Ing the course they have not received anything and I have to contact the school I can't schedule road test with out that certificate of completion numbers now there telling me I have to repay to another school and re do course
  

  

  Business Response

  Date: 12/13/2022

  Business Response /* (1000, 5, 2022/11/14) */
  Emailed the customer directly at ********************* to further assist!
  
  Email transcript : 11/14/2022 at 3:07 pm
  
  Hello ***********,
  
  My name is Heather from the escalations team here at American Safety Council. I am following up on your BBB review complaint left on 11/9/2022 regarding your New York 5-Hour Prelicensing Course. I am so sorry for any inconveniences and frustrations this has caused. I would be more than happy to assist you.
  
  
  First, I would like to sincerely apologize for the delay in response. I understand this can be very frustrating when you cannot contact a representative via live chat, phone or email in a timely manner. At this time, we have been experiencing longer than normal wait times with an increased contact volume. I assure you we are working hard to assist each and every customer who contacts us in a timely manner.
  
  
  After reviewing your account further, it does appear that you were able to speak with one of our supervisors Kelsey, and she was able to assist with the completion of your course. I see the course being successfully finalized on 11/9/2022. Is there anything else we can assist you with post completion?
  
  Thanks!

• Initial Complaint

  Date:11/07/2022

  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.

  Did not receive the service requested (Mature Driver Course) offered by AMAC's programs ultimately referring me to American Safety Council. I had already submitted the fee of $14.95.. I could not submit my email address or password, I forgot it & was unable to retrieve it even with their help. So I wish to opt out of the program & and I cannot get to the page where it gave me that option without an email address & password. I've tried everything I have on file for my emails & passwords & can't seem to get both of those together. So I wish to opt out of the program & wish to retrieve the fee I paid via my *********** acct. which was paid.
  

  

  Business Response

  Date: 12/14/2022

  Business Response /* (1000, 5, 2022/11/16) */
  Hello ***************,
  We apologize for the inconveniences you have faced. It appears we called you and left messages via voicemail and email to assist as we were unable to gain contact with you. We would be happy to get that cancelled for you. Please respond to the email we sent you at [email protected] with your verification info (date of birth and last 4 digits of the card used for purchase). The emails were sent to the same email address you presented in this review. Please be sure to check all folders as well as your spam, it was sent on 11/10/2022.
  
  Please let us know if you have any further concerns.
  
  Kind Regards,
  Imani G.
  Escalations Support Specialist

• Initial Complaint

  Date:11/04/2022

  Type:Customer Service 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.

  My husband signed up online to take the traffic school course offered on 11/03/2022. He promptly logged in and began the class. During the class, a security question would pop up intermittently to verify that he was actually still participating. These were personal questions pertaining to his account. 2 times there was an error message stating that his answer was incorrect. (Questions such as what is your eye color) He was allowed to close the window and continue the class and taking the tests. A the very end of the 4 hour course a third question popped up and after he answered it, it indicated that it was incorrect and locked him out of the account. After several attempts to re-log in he is still locked out due to 'security' issues. The next day both him and myself spent hours on hold on the phone and waiting for a chat response. It has been impossible to reach anyone to get any kind of a response or resolution.
  

  

  Business Response

  Date: 12/21/2022

  Business Response /* (1000, 5, 2022/11/16) */
  Hello **** ****,
  We apologize for the delay in response, at this time we are experiencing unusually high contact volume so our response time has been affected. We are taking actions to respond as quickly as possible, and we thank you for your patience and understanding.
  
  Unfortunately, we were unable to locate an account with the information provided by you. However, Security Questions for the course and how they work, are referenced prior to starting. When prompted for a security question, there is a time limit requirement when the questions appear. If they are not answered as created within the time frame allotted, it is marked in default as incorrect. Logging out does not stop the timer unfortunately, but we would be more than happy to look into the issue on the account if you'd like to provide the Order ID number associated.
  
  
  Kind Regards,
  Imani G.
  Escalations Support Specialist

• Initial Complaint

  Date:11/02/2022

  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.

  I paid for their defensive driving course, was about half way through and i timed out on my voice verification. I tried to login again the website said i was locked out permanently and would need to pay for the course again. I tried to cancel my credit card payment but American safety council stated that if you are locked out you lose your money. This is a scam - there should be no payment required for services not received. This company has tons of poor reviews all similar to my complaint. And their customer service - I was never able to contact someone - tried thru phone and chat (thru chat always an excuse to why someone was not available to help) - poor poor service - scam artists!!
  

  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/11/09) */
  Hello ************
  
  Thank you so much for reaching out. We're sorry to hear about your course experience. After reviewing your account, it actually appears you were locked out for missing too many personal validation questions, which can cause you to fail the course. For the specific program you took, at the beginning of the course a set of "personal validation questions" are asked in order to create an answer key for the student. The student's responses are saved in a database, and the questions are later asked at random as the course progresses. The intention of this practice is that the proper student participating in the course will know their own answers (as they created their own self-assessment answer key), and should be able to correctly validate. It is possible that if a student did not carefully read the initial questions or carefully select their answer, the original responses saved may not be in line with the student's actual self-assessment causing them to get future questions "wrong", though this depends on the student's engagement and it is not a bug with the course. It is true that students whom are unable to successfully validate after several attempts will be excluded from the course and need to re-register.
  
  One of our objectives, as an approved course provider, is to remain compliant with State regulations for course providers. In part, one of the requirements is validating student participation, and upon failure, students must be excluded. We are confident that the course is functioning properly, and after reviewing your account closely, it appears that 4 security questions were asked on 9/30/2022, 9/30/2022, 10/2/2022 and 10/3/2022. All 4 of these security questions were not answered within the allotted time frame of 90 seconds. Since they were not answered, they were marked wrong and is what caused the course to fail. Upon further review, I do not see that you registered as a premier pass member, so our representatives would have advised to re-register and pay for the course again.
  
  A s a one time courtesy, I would be happy to offer you a free course to re-register and retake, however at this time, this course can not be unlocked. I am so sorry for this inconvenience. If you would like this code to re-register for free, please contact me direct at [email protected] and I would be happy to provide you one!
  
  Thanks!

• Initial Complaint

  Date:11/01/2022

  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.

  On October 30th I was trying to do my the defensive driving course. I paid the course fee (even paid the extra $5) and followed all guidelines. I made it mostly through the course before the voice recognition couldn't recognize my voice and kicked me out the course. I have been trying to get in touch with someone for days but the number never connects to anyone and the same with the live chat. I would like my money back at this point because I do not trust I will receive my certificate.
  

  

  Business Response

  Date: 12/14/2022

  Business Response /* (1000, 5, 2022/11/09) */
  Emailed the customer directly at ********************* to resolve.
  
  Email transcript 11/9/2022 @ 2:07 PM
  
  Hello *************
  
  My name is Heather from the escalations team here at American Safety Council. I am following up on your BBB review complaint left on 11/1/2022 regarding your New York DMV Approved Defensive Driving Course. I am so sorry for any inconveniences and frustrations this has caused. I would be more than happy to assist you.
  
  
  
  First, I would like to sincerely apologize for the delay in response. I understand this can be very frustrating when you cannot contact a representative via live chat, phone or email in a timely manner. At this time, we have been experiencing longer than normal wait times with an increased contact volume. I assure you we are working hard to assist each and every customer who contacts us in a timely manner.
  
  
  After reviewing your account, it does appear that you were locked out for failed voice authentication training. I would be happy to unlock your account, unless you would like to proceed with a refund.

• Initial Complaint

  Date:11/01/2022

  Type:Delivery 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 the course for Florida Traffic School and have not received a certificate of completion (required for Clerk of Courts). I read that others have had the same problem. (I did try to call on their phone and tried on their Tech support, but no response). Company name: floridaonlinetrafficschool.
  

  

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 5, 2022/11/07) */
  Hello *****************,
  
  We apologize for the delay in response, at this time we are experiencing unusually high contact volume so our response time has been affected. We are taking actions to respond as quickly as possible, and we thank you for your patience and understanding.
  
  Based on this account, you registered for the Florida Basic Driver Improvement course and completed it on 11/1/2022. Upon your registration of the course, you made an upgrade for the Instant Digital Delivery of the certificate. This upgrade was detailed for you to be able to download the certificate from your My Account page. You can login at any time and click the hyperlink/button in blue that says "Download Proof of Completion".
  
  We do want to apologize for the confusion.
  
  Please let us know if you have any further concerns!
  
  
  
  
  Consumer Response /* (2000, 7, 2022/11/09) */
  -------- Forwarded message ---------
  From: ***************** *********************
  Date: Tue, Nov 8, 2022 at 6:28 PM
  Subject: Re: BBB Complaint Case# ********************************************
  To: Better Business Bureau ********************
  
  Thank you and the issue has been resolved. Their web site needs some corrections, but they did solve my problem.

• Initial Complaint

  Date:10/25/2022

  Type:Customer Service 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.

  My daughter signed up with this company to complete her driver's education for her permit and her license. We have had several issued contacting the company when we have had technical issues. My daughter was unable to continue her modules. When she selected to watch a video, the page was just blank, and she was unable to continue. She tried calling multiple times and was told that she would receive an email with additional information. Never received any emails. She goes to school and she didn't have time to stay on the long hold calls so it delayed her progress by a couple of months. I was finally able to speak with someone after several calls which had me waiting over 40 min. The tech i spoke to fixed the issue and we verified we could get in. We logged out and then tried logging back in to make sure we still were able to move to the next module which we couldn't, same error occurred. I chatted with the online bot 3xs, i was told i would receive an email, never did, thankfully i asked for the number so i could call. Called back 2x on hold for a long time and she fixed it again and we were good to go. Fast forward 2 months and my daughter is on the 2nd to last module before she completes the course for her DL. She finishes module 9 and she follows the instructions on the page. She calls the number she is supposed to and they inform her she has waited too long and she has to start all over. I chatted with the online bot 3xs, i was told i would receive an email, never did, thankfully i asked for the number so i could call. I've called over 15 times and each time i have waited 40 min-2 hrs and have yet to speak to anyone, this is over a course of 3 wks. She needs to finish her program to get her license but i can't speak to anyone, the chat assistance has me on hold for long periods of time. I need to get this situated bc she is 1 module from finishing this program yet i can get an technical support due to the fact that no humans are answering and long wait times.
  

  

  Business Response

  Date: 11/29/2022

  Business Response /* (1000, 5, 2022/10/30) */
  Emailed the customer at ******************** to resolve directly.
  
  Email transcript sent on 10/30/2022 at 10:53 AM
  
  Hello**************,
  
  My name is Heather from the escalations team here at American Safety Council. I am following up on your BBB review complaint left on 10/25/2022 regarding your child's course. I am so sorry for any inconveniences and frustrations this has caused. I would be more than happy to assist you.
  
  
  
  First, I would like to sincerely apologize for the delay in response. I understand this can be very frustrating when you cannot contact a representative via live chat, phone or email in a timely manner. At this time, we have been experiencing longer than normal wait times with an increased contact volume. I assure you we are working hard to assist each and every customer who contacts us in a timely manor.
  
  
  
  
  
  To start, can you please provide me with your daughter's username, order ID number and registered email address on file. Once I have the account located, I can assist accordingly.
  
  
  
  
  Thanks!