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:08/03/2024

  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.

  Service Committed: Help For College Now promised:Unlimited financial aid coaching Unlimited career coaching Unlimited college selection coaching Unlimited admissions coaching Other unlimited benefits Nature of the Dispute: I am requesting a full refund for the following reasons:Misrepresentation and Misleading Information: 6/15/24 I was explicitly informed by representative ********************************************************************************** chose not to use the service. However, when I contacted the company on July 8, to cancel and request a refund, I encountered significant issues. The representative was rude, refused to process the refund, and then stated that I had only 10 days from the date of purchase to request a refund. This information was not communicated to me clearly prior to the purchase and was hidden in the fine print, which was not adequately explained to my non-English speaking mother. Additionally, the representative refused to transfer my call to a supervisor and abruptly ended the call.Inaccessibility of Services: The company's website shows a virus pop-up, making the promised services inaccessible. Online complaints confirm these issues, indicating a fraudulent operation.Company Reputation and Scams: Reviews and complaints suggest Help For College Now is a scam, with unresolved refund issues and deceptive practices.Attempts to Resolve the Issue:Phone Calls: Calls are unanswered.Customer Service Interaction: On July 8, 2024, the representative was unhelpful and ended the call abruptly.Advertising Information: I received a promotional letter in June 2024 that led to my purchase decision.Requested Resolution: I seek a full refund of $1,995.00 due to unfulfilled services, misleading refund policies, and fraudulent practices. Please process this refund immediately and confirm receipt. If unresolved, I will seek further action through consumer protection agencies.Thank you for your attention.Sincerely,*************************

  Business Response

  Date: 08/11/2024

  To whom it may concern,

  Thank you for forwarding ************************ concerns with us and we are sorry she is upset with our organization. ***************************** attended a workshop to receive information on the college planning process. She indicated that she needed additional assistance for her daughter, ******, and opted to enroll in our program. At no point did we claim that you could cancel the contract at will. Our Service Agreement states, in large bold print, that you are provided 10 business days to cancel the agreement and ******************** indicated that she understood this policy.
  
  Regarding claims of a "virus pop-up," our website sees regular traffic from hundreds of families utilizing our online tools and services. We have reviewed this claim thoroughly and cannot find any evidence of a virus linked to our system. After reviewing the customer's provided screenshots, none of them seem to show that it is our website causing the issue and, in fact, seems to suggest that the iPhone being used had been infected with a virus previously. Again, our website and online tools have no record of corruption or viruses.
  
  As noted in the Service Agreement, the Tarrillo family is beyond the cancellation period and is unable to receive a refund at this time. We encourage them to reach out to the coaching team via email or chat to better address their unique circumstances and help them to better understand the services on offer.
  
  Sincerely,

  *************************
  Assistant Director of Business Strategy and Finance
  Help For College Now

   

  Customer Answer

  Date: 08/16/2024

  I am rejecting this response because:The 10-day cancellation policy was not prominently displayed; it was hidden on the back of the page where I signed. This, combined with my mother's limited English proficiency, meant we did not fully understand the terms. Additionally, I was misinformed by a representative that I could cancel anytime, which influenced my decision to enroll. The contract states " The client is entitled to a refund of monies if HFC and does not make available the services listed in the service description" which I am unable to access and have not uses. I have been unable to access the services due to a virus pop-up on their website, which I've documented with screenshots and a screen recording. This issue is specific to their site, above is from a different device from my previous attachment which the phone does not have a virus though your site does not direct us to the page. i have also come across reports that this service targets first-generation college-goers and poorer immigrants who are unfamiliar with the college system, making them more vulnerable to deceptive practices. The service lacks transparency and fails to detail how it will assist students. While I am entitled to a full refund of $1,995.00 since the service was never used, I am willing to accept at least half the amount to resolve this matter. I hope we can reach a fair agreement without further action.

  Business Response

  Date: 08/31/2024

  To whom it may concern,
  
  Thank you for forwarding the Tarrillo family's additional concerns. As stated in my previous email, none of the screenshots seem to show our webpage as being the source of whatever virus may be present on their device. We have thousands of families enrolled in our services and no others are reporting viruses on their devices caused by our website.
  
  Regarding the claim that we target poor immigrants and first-generation college students, any reports that suggest this are wholly without merit. Our services are available and marketed to all high school students, regardless of social or economic background. We have students and parents from all walks of life enrolled in our services.
  
  The cancellation policy, which ******************** claims is hidden on the back of the family's contract, is actually located on the front of the contract, in large bold print, directly above the signature line on the agreement. While we do provide further detailed information on the back of the agreement, we notify the family immediately before signing of their ten-business day right of rescission.

  Again, we have made all the services available to the Tarrillo family. If they are having trouble logging in, we encourage them to communicate with our coaching team so that they can receive assistance. At this time, we are unable to offer the Tarrillo family a refund.
  
  Sincerely,

  *************************
  Asst. Director of Business Strategy and Finance

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22089058
  I am rejecting this response because:
  To Whom It May Concern,
  
  I am rejecting the response as despite their claims, i have called and left voicemails asking for assistance on how to access their services, but we have received no communication or help in return. We have made every effort to access the services as promised, but without their response, we are unable to utilize the program. 
  
  Additionally, I do not recall being notified immediately of the cancellation policy as they claim. In fact, their workshop assistant informed us that we could cancel at any time through Affirm, which is why we chose that route. This misinformation significantly influenced our decision, and now we are being denied both access to the services and the ability to cancel.
  
  The contract states we are entitled to services or at least the monetary value of those services if they cannot be provided. As we have not been able to access anything, I believe we are rightfully owed a refund or, at minimum, a portion of it. Can you please explain what situation in the contact of the line entitled monies worth would he validated, why is my sitaution not applicable? 
  
  Sincerely,  
  *************************
  

• Initial Complaint

  Date:06/06/2024

  Type:Delivery 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.

  Received a letter in the mail from this place that said my daughter is eligible for college help and to go to the website to register for an interview but when I did it immediately told me my phone is HACKED

  Business Response

  Date: 06/14/2024

  To whom it may concern,

  Thank you for reaching out to us regarding ************************ concerns. Our reservation website receives traffic from hundreds of families making reservations each weekend. This is the only concern of this type that has ever been brought to our attention. We have done extensive testing and nobody has received any sort of "hacked" message on their phone or computer. I am truly sorry to hear that ************************ phone is displaying this type of error message or warning, but it was not our website that caused her issue. Feel free to reach out with any additional questions or concerns.

  Sincerely,

  *************************
  Asst. Director of Business Strategy and Finance
  Help For College Now