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Business Profile

Training Programs

Edwel Programs

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:09/13/2024

    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.
    EdWel Programs offers a PMP Course and advertises 100% pass guarantee or refund. Unfortunately, after the third attempt of taking the exam, (on top of two of their online courses), I still failed the test. I questioned the terms and conditions to the refund, as they advertise and provided all documentation to prove I meet the refund, as stated in their terms and conditions. I followed up with 3 emails asking what the status was and was advised on 07.15.24 that "if I meet the criteria, I will receive a check". I do meet the criteria, or I would not have requested the refund. We are now sitting at 09.04.24 and I have inquired about a refund via email and haven't heard back nor have I received a check or refund to my credit card. The first test was taken on the first available in person date from the ******* facility in my state, which I had them confirm they had no openings prior that date; therefore, taking the first test within 4 weeks of the class was not an option, as it was out of my control since all seats were taken and I took the test on the first date available after my bootcamp. TERMS: -Attend the 2-day or 3-day course and take the exam next day or if you prefer take the exam within 4 weeks of the class. You will need to pre-register with PMI to be scheduled for the exam. The exam is administered at ******* Testing Centers.-If you don't pass the first time after attending our course, attend your PMP course again for free. You will receive full access to all course materials and exam simulator(s). Your PMP-certified adviser will continue to provide free, professional guidance and support.-If you don't pass after your third attempt, we will refund the entire amount you paid less any test or membership fees we paid.-100% Money-Back Pass Guarantee applies to the 2-Day and 3 Day PMP Exam Prep class only. Space availability restrictions do apply for class retakes. Please contact us soon enough to ensure availability.

    Business Response

    Date: 09/13/2024

    As the customer clearly states in this complaint, "the first test was taken on the first available in person date from the ******* facility in my state.... taking the first test within 4 weeks of the class was not an option, as it was out of my control since all seats were taken."  As the customer clearly admits, the customer DID NOT meet the minimum requirements of our guarantee policy.

    While we are disheartened about the customer's experience, our guarantee policy clearly states the following: "You MUST take your first exam within 30 days of class completion and all exam retakes MUST be taken within 90 days of the originally scheduled class completion.  All class retakes MUST be taken within 90 days of the originally scheduled class completion. There are no exceptions."  Bafflingly, the customer seems to skip over this very prominent and relevant passage in our guarantee policy and fails to include it in her complaint. To help our customers understand the seriousness of our policy, we even go so far as to capitalize the word MUST two times in the passage. Here is a link to our clearly stated guarantee policy:  ***********************************************************

    As our policy clearly states, there are "no exceptions". The responsibility to take the first exam within the 4 week/30 day timeframe is the sole responsibility of the customer. As the customer's supporting documentation attests, this customer took the first exam 50 days post class and the final exam 118 days post class. It is quite obvious that the customer did not meet our "no exceptions" requirement. Both test dates are clearly outside a reasonable window of 30 days and 90 days.

    Like an automobile warranty of 3 years/36.000 miles or a 5-year warranty on a refrigerator, we as a company reserve the right to establish the terms of our own guarantee. We do not have any legal or ethical obligation to change or modify our company guarantee terms to meet the lack of preparation or planning on the part of a single customer. Once again, our guarantee clearly states "NO EXCEPTIONS".

    Yes, we recognize that the testing center closest to her home did not have availability. However, there are hundreds of testing centers around the ************* and there is an online testing option that the customer could have availed herself of to easily meet the 4 week/30 day requirement. The online testing option is offered every day of the week. The customer failed to investigate other locations or other testing options. Instead, the customer expects us to modify our very clear guarantee policy to meet her regrettable situation. We find this expectation wholly unreasonable.

    The customer is in no way entitled to a full refund according to the clear terms of our policy. As a gesture of goodwill, we are willing to provide a partial credit to the student if this complaint is withdrawn and no other complaints are submitted.

    Regards

    Edwel Programs

     

    Customer Answer

    Date: 09/13/2024

     
    Complaint: 22239786

    I am rejecting this response because:

    Not only is this situation about the money; however, it is about notifying the public that your company neglected to even respond to me notifying me of a refund, which is why I had no choice but to move forward with filing a complaint with the BBB.  You don't seem to even care about the customer nor the fact that you advertise "100% guaranteed" and yet the two-day boot camp AND three-day online course did not successfully prepare me for the test.  You didn't even care to ask or inquire about what could have been done differently or could have improved going forward.  The test was not relevant to what was trained during the two-day boot camp or online course and that's an important topic here that you fail to even acknowledge or be concerned with.  I could not have taken the test at my home as you mentioned since my home is not conducive to the guidelines required for testing in home (i.e. do not have a closed-door office free from any noise and do not have a camera set up).  The next available testing site aside from the one closest to my home which did not offer availability within the four weeks, is over 70 minutes away and I am not able to take time from my work or my children to drive that far nor am I aware of if their test availability would have been within your 4-week period.  You should truly consider revising that verbiage as I feel that's your loophole here since the majority of dates available to test at site are outside of a 4-week window.  Not once did anyone from your company care to apologize or recognize that I could provide some valuable feedback on making improvements.  Both the second and third test were taken at the next first dates available; this certificate is very important to me, as I am a wife, a mom, a coach, a friend, sister, etc. and spent countless hours reviewing the material your company provided and yet it was not enough to assist me with a passing grade.  I have since moved on to another company who I will not mention here and will say, their material is far different from what was provided in your boot camp and three day course; if you cared you would want to take a look into that, as I am not the first nor the last to have taken your boot camp and courses and failed the testing.  I work at a company with over ***** employes, several of who have obtained a PMP Certificate and advised they failed going through your company first.  When you say "partial" refund, I'd like to know the exact amount as it's going toward the additional courses I have had to take after not having success with yours.  Once I am able to know the amount, I would consider removing the complaint and filing no further.



    Sincerely,

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

    Business Response

    Date: 09/13/2024

    Hello *******, 

    We spoke numerous times on the phone about your test results. We offered additional coaching and encouraged you to retake the class at no charge. We are very comfortable with our materials. Hundreds of students have passed the exam and passed in the last year. We are very interested in your success and we truly want you to pass the exam.  Our terms are not a "loophole". They are the terms that we feel comfortable supporting. If you review guarantee terms from other providers, you will notice that theirs are close to or nearly identical to ours.  No provider gives an unlimited time to take or pass the exam. 

    In the interest of maintaining a positive relationship with you, would a 50% ($545) refund be acceptable to you? 

    Customer Answer

    Date: 09/13/2024

     
    Complaint: 22239786

    I am rejecting this response because:

    It is *************************/******* or if you wish to address me by ******, it's not spelled with an e; that might all seem minor to you; however, that's where your business falls short in demonstrating you do care about your customers (poor customer service/attention to detail of one's spelling of their name).  We did not speak on the phone "several" times, we spoke once, and I have the date and time of that phone call.  You did provide the three-day course at no charge as you advertise on your webpage, which I took prior to taking the second and third exam so that's not a new valid point here (it does not provide any additional successful material outside of the two-day boot camp).  I think that's great that you have had several successful passing customers; however, I think you also need to pay attention to the several which did not succeed and look to why and what can be improved upon.

    Accepting 50% does not help or satisfy me, as I have now had to move forward with another course curriculum with a different company.  While I certainly think I am very much entitled to the full refund, I will accept 75% as that helps with funding of the current courses I am enrolled in after having no success with your company ($817.50).  If you agree and provide the refund of $817.50, I will refrain from any further complaints via the BBB, Yelp, **************** Business Profile, etc. 


    Sincerely,

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

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