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:08/01/2024

  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.

  Well I was trying to get a lawyer for my parents for an issue we are having and this company was gonna help us but they needed a deposit of 50 first and they said ***** payment first then we can make an appointment for you. They never told us it wasnt refundable once we sent the money nothing was said about not being able to get a refund if we were to cancel the appointment. Well that is what happened my family wasnt able to go to that date so we asked if we could get a refund since we cant go to that appointment they said no we couldnt get a refund and they kept asking why we couldnt go when we already told them.

  Business Response

  Date: 08/01/2024

  Statement to the BBB  Regarding the Complaint by Mr. ********************************* Better Business Bureau,
  At the Binational Institute for Human Development (BIHD), client satisfaction is paramount, and the organization strives to provide exceptional service. BIHD regrets that Mr.***************************** experience was unsatisfactory and wishes to provide additional context regarding his case.
  ****************** initially contacted **** to seek legal advice for her citizenship application. He was informed about the consultation fee, ($50) and an appointment was scheduled. Detailed information regarding the office address and the appointment time was provided.
  Throughout the interactions, ***************** appeared nervous and uncertain. He frequently contacted BIHD by phone,often with his son present to assist him in providing information.Understanding his anxiety, BIHD respectfully inquired if he had any special conditions or medications, as he occasionally mentioned forgetfulness. The appointment details were confirmed with his son, and assistance was provided for digital payment, ensuring there were no issues.
  Later, on the same day at noon,****************** requested a refund for the consultation fee, citing their inability to attend the appointment and unfamiliarity with the office location. **** offered to reschedule the appointment, but he insisted on a refund, stating they would not be able to make it. The operator at **** explained that the lawyers schedule had already been adjusted to accommodate their needs and sought approval for the refund. Despite the offer to assist with any other issues, ******************* reiterated her request for a refund and declined further help.
  We would like to emphasize that he caseworker assisting ****************** never denied the refund request. She explained that she would need to get approval from her supervisor and clarify the procedure to process the refund. However, ****************** did not allow the caseworker to complete the call and hung up before the conversation could be concluded.
  **** takes client feedback seriously and will review this matter internally. The organization encourages ****************** to contact us directly to resolve this issue to his satisfaction.
  Sincerely, 
  ***********************

  CEO, Binational Institute of Human Development

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