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:02/11/2025

  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 $40 for an online co-parenting class and was informed that I failed the quiz for the first module twice. Despite multiple attempts to reach out via email and phone, I have received no response. I then received an email requesting $10 to unlock my account. I have watched the same module three times, but I am unable to proceed without paying the additional fee. I am not willing to pay more money to this company, given the lack of customer service and ongoing issues. I request a full refund of my $40 so I can enroll in a more user-friendly online parenting class.

  Business Response

  Date: 02/25/2025

  Dear BBB Representative,
  We appreciate the opportunity to respond to this complaint and provide clarification regarding our policies and procedures.
  The customer, Ms. ********* purchased our online co-parenting course for $40 and encountered a course lockout after failing the quiz for the first module twice. This lockout policy is clearly outlined in our course introduction and refund policy, which was made available to her at the time of enrollment. The purpose of this policy is to ensure engagement with the course material and prevent students from bypassing the learning process by repeatedly guessing on quizzes. This is a MANDATORY COURT ORDERED CLASS. This policy was established with input from the courts, which have approved our course as meeting the necessary educational requirements for co-parenting classes. In fact, the judges in her jurisdiction wrote the questions she is complainign about. We do not have control over this content. 
  Regarding the claim that she attempted to contact us without response, we have reviewed our records and confirm that we provided multiple email responses addressing her concerns and reiterating our policies. I have attached one to this response. Additionally, her account was not permanently restricted but required a standard $10 fee to unlock, a policy stated at the start of the course. This is not "profit" it is a fee we have to pay to a third party web administrator to unlock the content. 
  As for the refund request, our policy states that refunds are only granted if a court does not accept a certificate of completion, which is not the case here. Ms. ******** was not prevented from completing the course; rather, she chose not to proceed after encountering the standard reactivation requirement.
  While we regret that she did not have a satisfactory experience, our course remains accessible and fully functional for literally thousands of users. In 14 years of offering court ortdered clsses, she is the FIRST and ONLY complaint we have received. We are always open to feedback and willing to assist customers in navigating the system when requested in a professional manner. She has sent threatening emails to us stating she will report us to the court system that created the questions she is complaining about. In this case, we stand by our policies and are unable to issue a refund.
  Thank you for your time and consideration.
  

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22918859
  
  I am writing to formally reject the response regarding my complaint. 
  
  I made multiple attempts to reach the company, including leaving voicemails, to understand why I was unable to proceed with the course. Despite my efforts to call and email, it took over a week for them to respond, and I only received a reply after following up with a text message. Given the difficulties I encountered on the website, I find it hard to believe that I am the only customer who has faced issues.
  
  Additionally, this course is not a requirement for me; my lawyer merely recommended it. I struggled to get past the first module, which raises questions about why a refund is so challenging to process for a dissatisfied customer. Overall, I believe the company lacks adequate customer service.
  
  Sincerely,  
  ***** ********