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:01/30/2025

  Type:Sales and Advertising 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 am writing to formally lodge a complaint against Safe MLO Exam Prep regarding a recent purchase I made from the company. The explanation below describes the sequence of events and the concerning behavior exhibited by your representative:

  Business Response

  Date: 02/03/2025

  This is FALSE AND DEFMATORY claim by ****** ********* and we have no problem seeking to have her barred from the mortgage and real estate industries.Our team is currently preparing the legal action for defamation and we will be seeking all past and  future compensatory damages, as well as punitive damages for her vicious libelous campaign against us. Every day that her defamatory review remains public, the damages continue to accrue, and we will seek every last ***** to hold her accountable for her actions.

  We are a highly reputable educational company that operates a practice test site to help students prepare for their mortgage licensing exams. We provide exactly what we clearly advertise-- **** practice tests containing material that you need to know, which are used to prepare for the mortgage loan officer licensing exam. It is pretty straightforward and nothing remotely controversial to rational individuals.  We even provide no strings attached free trial questions to sample. The absurdity of her behavior is clear from her bizarre reaction to a company that merely helps students prepare for the exam. Clearly, she is deflecting from her atrocious conduct.

  We have helped thousands and thousands of students prepare for their exams, though there will always be a handful who believe that they are above the law and ignore the facts and we will NEVER stop aggressively defending our business from their baseless attacks.  ****** ********* made a financial related threat to our business in an attempt to get an unwarranted refund.There is a legal name for making a financial related threat- its called EXTORTION and is a federal crime! She clearly could not accept the consequences of her actions and being called out for her despicable behavior, so she has made it her personal mission to destroy our business. WE HAVE EVERYTHITNG IN WRITING!!!

  The BBB needs to be careful and avoid aiding abetting this individual. Aiding and abetting is now a well-recognized legal theory. The BBB should refrain from allowing this individual, ****** *********,to tar our business with FALSE and defamatory attacks. This is clear attempt by her to hold us hostage to her baseless refund request that was denied as unwarranted.
  Her tirade began after we denied her baseless refund request, accompanied by her own fabricated 24 hour refund window, which she completely made up and exists in her imagination alone.  We have a very strict refund policy, since we are providing a license to access our intellectual property, and we charge a very competitive one-time charge compared to the other solutions out there. We have that policy in order to keep our price low, while at the same time providing challenging tests that reflect recent regulations. Our crystal-clear money back Pass Guarantee has specific requirements as laid out in the user agreement, such as proof that they failed the **** exam. A copy of the clear terms are attached. ALL USERS must SPECIFICALLY agree to the SPECIFIC terms of the policy on the registration page,which is where the entire user agreement and the Pass Guarantee refund policy are provided. The Registration page content with the specific language requiring agreement with the Pass Guarantee refund policy in order to proceed and pay is attached. It is a legally binding contract, yet this so-called real estate licensee does not even understand the legal implications of a contract. As such,she not only made a financial related threat to get an unwarranted refund, but she has also BREACHED the contract that she freely agreed to as well, which is yet another ethical issue.

  Her unwarranted refund request was accompanied by a baseless and completely unexplained vague attack on our material, which is absurd, as our material is created by a well-recognized mortgage expert with decades of experience teaching the material, and the material is regularly updated.  That industry expert also provides tutoring services and travels around the country to give seminars and train and coach MLO'S. ****** ********** comical attempt to impersonate a mortgage expert is as clear as day, which makes her motives glaringly clear. THAT SHOULD TELL YOU ALL YOU NEED TO KNOW ABOUT ****** *********, WHO ACTED COMPLETELY UNHINGED when we rejected her refund request! Not surprisingly, she NEVER provided a SINGLE example of any issues with our material, because, AS WE ALL KNOW, there is nothing wrong with the material and was a FAKE excuse, as our tens of thousands of rational students had no issue understanding. Nonetheless, she barely used any of the material, which calls her baseless attacks into further question if it was not bad enough already. Her laughable (and PHONY) attack on our material speaks for itself.

  She wants an apology? Please hold on for a second while we catch our breath from her hysterical request.  She needs to take a long hard look in the mirror and she will see a FAKE VICTIM. We are not moved by phony victim playing. Silvia  ********* has unfortunately leashed a fire storm upon herself that we will not end until we obtain justice and  compensation. She now makes new threats in her BBB submission of filing complaints against us. GO RIGHT AHEAD! That will provide even greater evidence for our defamation lawsuit.We have done NOTHING wrong, and calling ****** ********* out for her vile behavior and defending our business against someone like her is nothing out of the ordinary.If anyone deserves an apology, it is our business for the damage she has caused with her false attacks, which we can prove FALSE in a split second and we can also publicize who she is as she did with her disgusting attacks against us, but that is not who we are. We take the high road (to the extent that it is possible).

  Unfortunately, individuals like ****** ********* exist in this world and all we can do is react  as warranted. However, with all of that being said, we actually would prefer not to escalate this with legal action, because, quite frankly, we want nothing to do with cancerous people like her. We prefer to focus our energy on our legitimate students. Therefore, we will make a one-time FINAL offer to resolve this amicably and cease all legal action if she mitigates the damage that she has caused and acknowledges her conduct by removal of her defamatory attack ASAP. The ball is in her court. If this situation is not remedied to our satisfaction by Friday, February 7, 2025, we are moving ahead with the  FULL FORCE of the  law behind us. THE ***** ARE ON OUR SIDE!  The legally binding contract and her own emails speak for themselves. The ball is in her court, but not for long.

  
  

  Customer Answer

  Date: 02/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I would like to formally respond to the businesss reply. At no point have I made any defamatory remarks or acted unprofessionally. I simply requested a refund. While I understand that the company has a no-refund policy, its own statement also mentioned that customers could reach out if they were dissatisfied with the product. I did so, but the individual I corresponded with did not respond professionally, nor did they ask why I was dissatisfied or attempt to resolve the issue.
  When I informed them that I would file a claim with my bank, this individual began sending harassing messages, including personal insults, and even suggested I should purchase rags to wash cars. They then escalated the situation by making legal threats, looking up my real estate license information, and claiming they would report me to **** and the real estate licensing boardan action that is completely unacceptable.
  Despite telling this individual they could keep the money, they continued to send harassing messages. To inform potential customers of this behavior, I posted an honest review on their website. Since then, I have received threatening emails demanding I remove my review or face legal action for defamation, along with additional harassing threats. I have provided the BBB with all correspondence to demonstrate that I have not made any threats or engaged in harassmentI am simply a consumer who requested a refund and, in return, received appalling treatment.
  The aggressive nature of the companys response to my complaint speaks for itself. I have never had issues with my professional career or licensing, so these threats do not concern me. However, I will not remove my review. I am a law-abiding citizen and a professional. While I am not seeking a refund, I filed this complaint because no one else should have to experience this.
  This individual appears to have a pattern of this behavior, as shown in other complaints I have attached for review. While the company has positive reviews online, many are outdated, and it seems their strategy is to intimidate customers into removing any negative feedback. My only goal is to bring this situation to the BBBs attention and request immediate action. No one should be subjected to threats or fear for their safety over a simple consumer complaint. At this point, I am genuinely concerned for my well-being, and I strongly believe this individual should be held accountable.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *********
  
  
  
  
   
  

  Business Response

  Date: 02/05/2025

  First and foremost, we have no fear about telling it like it is, especially since we operate on the perimeter of  a highly regulated industry where ethics and character are of paramount importance. She points to very limited circumstances (just a few out of our tens of thousands of prior students), where we responded to others in a similar way, including a similar baseless review from 3 years ago from another amateur impersonating an expert with respect to their vague and unsupported opinion about our material, which, again, was created by an expert with decades of experience, though ****** ********* conveniently omits our response(s)from her screenshots, which, once again speaks to who she is. We have and will always respond as warranted to anyone who baselessly attacks us just as we responded to ****** ********* and her CLEAR DEFAMATORY CLAIM THAT WE ARE A SCAM. The facts and her own words speak for themselves.

  If she thinks that she can frivolously call a business a SCAM after she made a financial related threat against us to provide a refund, she will unfortunately learn the hard way and become indebted to us for hundreds of thousands of dollars representing past and future compensatory damages, aside from potential punitive damages. Her attempt to equivocate a rejected refund request with a scam business tells the world everything they need to know about her and her motives and character in and of itself.
  Damages continue to accrue every second that her FALSE AND DEFAMATORY review remains. Her review is clearly nothing more than a temper tantrum and retribution against a small business that has a ZERO tolerance policy for unethical conduct. WE AGGRESSIVELY RESPOND TO THOSE WHO BELIEVE THEY ARE ABOVE THE ****
  A so-called law abiding citizen is not a law-abiding citizen,since defamation is not lawful. Her fear for their safety comment is laughable and nothing but nonsensical drama from someone who is playing the victim card and deflecting from her own conduct. In other words, it is a temper tantrum. Nothing was said by us above and beyond calling her our for her civil torts and our course of action.

  The public will soon know who she really is once our lawsuit is filed, which will quote her own words. WE HAVE NOTHING TO HIDE SINCE WE DID NOTHING WRONG OR ILLEGAL! Calling a phony like her out, even in an aggressive fashion as she believes, is perfectly legal. Her own vicious and baseless PUBLIC attack on us tells you everything that you need to know about her, and it all began because we rejected this entitled individuals unwarranted request.

  Even worse for her, she mentioned that she understands that the company has a no-refund policy, its own statement also mentioned that customers could reach out if they were dissatisfied with the product. I did so,but the individual I corresponded with did not respond professionally, nor did they ask why I was dissatisfied or attempt to resolve the issue.  As her own attached email SPECIFICALLY states (see her document entitled Complaint), we asked for her reason for her dissatisfaction, yet she  provided ZERO reasons, which further proves her motives.
  Since the false and defamatory review that is the basis for this entire situation will not be removed, we are no longer seeking its removal or any other actions to avoid any misunderstandings about our motives, since we are moving forward with aggressive steps and will seek compensatory and punitive damages THROUGH LEGAL ACTION against her and anyone who aids and abets her defamatory attacks, including the BBB, which has become nothing more than a tool assisting false claims against businesses. **** and DRE can draw their own conclusions. We will simply provide all of her own words. We have every right to exercise our commercial free speech. Unlike ****** *********, we do not engage defamatory conduct, which is civilly illegal. She can freely express her opinion,but the defamatory and retributory conduct is not free expression. We attempted to rectify this situation as best as we could under the circumstances, yet she has doubled down. Such behavior is not consistent with the ethics and character expected of real estate and mortgage professionals. She should be guided accordingly. We have absolutely no regrets as we operate as necessary to prevent unscrupulous individuals from engaging in FALSE attacks against a business.

  This is our final word on the matter. We will not waste another minute of our time responding to this nonsense. With respect to the BBB, we caution you against continuing to aid and abet defamation. We suggest that you look into that, because you are not protected under the law for aiding and abetting, as you are doing much more than simply permitting someone to post an opinion. See **** ** *********************** *** ** ***** ** *** ********* ****). You are facilitating it. Good luck!

  Customer Answer

  Date: 02/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Good morning,
  Please find attached documentation regarding my complaint against Safe MLO Exam Prep. Despite my request for no further contact, the company has continued to send me messages.
  As stated in my complaint, I purchased their course but requested a refund because it was not as described. A representative from the company responded, denying my refund request, even though their website states that dissatisfied customers should contact them. I explained that I had purchased the course only hours earlier, found it misrepresented, and intended to dispute the charge with my bank.
  Following this, the individual began making continuous threats and using derogatory language, stating that I would "need to buy rags to work at a car wash" and calling me "dumb" while suggesting I find a different career path. After reading these emails, I posted a review to warn others and discovered that other individuals had experienced similar treatment.
  Despite my repeated requests to be left aloneeven offering for them to keep the moneythe threats have persisted, including demands that I remove my review. This individual has accessed my personal information, including my home address, and has threatened to file a complaint against my real estate license with **** and the Department of Regulation, as shown in the attached documentation.
  The harassment has continued up until yesterday, even after I explicitly asked them to stop contacting me. I am deeply concerned for my safety and professional reputation. I ask for your assistance, as I fear this individual may be unstable and pose a serious threat.
  Kindest regards,
  ****** *********

  
  Sincerely,
  
  ****** *********
  
  
  
  
   
  

• Initial Complaint

  Date:08/16/2022

  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.

  So I used this business to try and get extra study materials to pass my NMLS EXAM, and I didn't pass which they said if you don't pass you get your money back. I did only 2 test on thier site and their test were not good also. But the next few days I didn't pass when I took the test. So I emailed about a refund now they giving me the run around about giving me a refund and saying if I didn't pass all their test and course work I wouldn't be able to get a refund. This company is a scam and it is clear as day on their site that say 100% guarantee pass but then they try to say no we didn't say that. They are scaming people out of their money and I want my refund.

  Business Response

  Date: 08/30/2022

  We are a highly reputable educational company that operates a practice test site to help students prepare for their mortgage licensing exams.  This is a completely false and slanderous claim and a clear attempt to hold us hostage to this individual's baseless refund request. Unfortunately, the BBB has become a vehicle to allow BASELESS claims like this one tar a business with meritless complaints. We previously responded (see attached) to this user's email refund request and stated that he/she is not entitled to a refund, because they did not qualify for our Pass Guarantee, but this individual apparently cannot grasp reality, let alone, the clear FACTS.  Our money back Pass Guarantee has specific requirements as laid out in the user agreement (see attached - pgs. 2-3), such as proof that they failed the **** exam.  The requirements can be found here: ****************************************** as well as in our FAQ's here: ******************************************************.  All users must agree to the user agreement on the sign-up page, which is where the link to the user agreement is located. It is a binding contract.  You cannot pay unless it is agreed to.

  While this person submitted a score report showing that she failed the **** exam, this user DID NOT COMPLETE A SINGLE PRACTICE EXAM (SEE ATTACHED SCORE REPORT) OF OURS!!! In fact, we specifically told this person they did not complete a single practice test, so it is impossible for him/her to have gotten the benefit of our program. Thus, we will not sit silently when we are defamed and we WILL TAKE LEGAL ACTION to protect our stellar reputation. Our 4.8 ****** Review score speaks for itself.
  

  We provide exactly what we clearly advertise-- **** practice tests containing material that you need to know. It is pretty straightforward and we also provide free trial questions to sample. Nevertheless, we had over thousands of users in the last several months and no legitimate complaints.  Otherwise, we have a strict refund policy, since we are providing a license to access our intellectual property, and we charge a very competitive rate compared to the other solutions out there. We have that policy in order to keep our price low, while at the same time providing challenging tests that reflect recent regulations. In fact, our tests were updated to reflect the most recent FHFA increased borrowing limits. Our tests are written by an industry expert, who also provides tutoring services and travels around the country to give seminars and train and coach MLO'S. 

  Please dispose of this defamatory claim filed by someone with no regard for the facts. Like the facts, her disgusting conduct speaks for itself.
  

  Customer Answer

  Date: 10/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  My Complaint has not been resolved, this company has harassed me and sent me nasty emails. I will be sure to attach here. This company has gone over board with the professionalism and the way they spoke with me.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 11/29/2022

  Thank you for the response. We are confused about the issue here, since the terms of the Pass money back Guarantee are clearly stated in several places, including in the binding user agreement, the terms of which must be agreed to BEFORE the customer is allowed to even pay. We previously provided a copy of the agreement (See pg. 2). The terms are also clearly explained in our FAQ's. Pursuant to the terms of the money back guarantee, you must first provide written proof that you failed your **** exam, such as your score report, which this customer did.  Once the proof was provided, we checked the user's account to ascertain their performance on our tests.   Essentially, if you fail the **** exam, but pass all of our practice tests, you may qualify for our money back guarantee and we will be happy to issue a prompt refund. However, as this user clearly admitted in the meritless complaint, she only took a couple of our tests. There are 8+ tests in timed and untimed mode, so this user's own statement demonstrates that they do not meet the terms and/or represents a clear misunderstanding of the legally binding terms. Thus, aside from breaching the contract by bypassing the refund policy, this is clearly a defamatory complaint against us and we believe a wrongful attempt to obtain a refund, since we have once again overwhelmingly proven, including through the customer's own admission about not completing all of our tests, that this complaint is completely baseless, so please close this baseless complaint and purge it from public view to avoid financial consequences. The BBB is essentially providing a forum for the public to extort unwarranted refunds from innocent businesses.

  
  Thank you.