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Business Profile

Special Education

The Institutes

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Special Education.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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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Complaint status

Complaint type

  • Initial Complaint

    Date:06/30/2023

    Type:Order Issues
    Status:
    Answered
    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.
    This company required 5 courses to complete the *** designation. I paid and spent many hours completing 4 of these courses. Now they have changed it to only requiring 4 courses. But they are stating one of my courses no longer counts. This is criminal. Due to new changes I should have my Aic designation. I have written to the company and they have told me they will not change their minds. I cant keep paying 300 dollars for an extra course that now new students dont even need! I would like the Institutes to ***** me my Aic Designation as I have completed four courses which is the amount needed to complete to obtain the designation.

    Business Response

    Date: 07/26/2023

    July 5, 2023

    Good morning, ***, 

    In order to complete the *** program, you will need *** ***. Our apologies for any inconvenience this may cause. Unfortunately, there is no way around that because there were major changes to the program last year. Once the new *** path was implemented, the **** ** course was no longer a requirement toward the ***. 

    However, your credit for **** ** still remains in the **** program. If you are interested in completing this designation program, you will need one more course: **** *** or **** ***. 
    If you have any other questions, or if there's anything else we can help you with today, please let us know. 

    How is my customer service? Please let my manager know by clicking here. 
    ***** | Senior Customer Success Representative 
    The Institutes Knowledge Group 

    July 7, 2023

    Hi ***, 

    Our Assessments Department is very firm on this and they will not allow credit for **** ** in the *** program. Ample notice was provided via our website and marketing emails regarding impeding deadlines. Again, our apologies for any inconvenience. 

    If you have any other questions, or if there's anything else we can help you with today, please let us know. 

    How is my customer service? Please let my manager know by clicking here. 
    ***** | Senior Customer Success Representative 
    The Institutes Knowledge Group 

  • Initial Complaint

    Date:03/14/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    Date of Transaction – January 5, 2023, $586.67 & January 30, 2023, $307.13 = Total $893.80 Business committed to providing – Associate in Management (AIM) Designation Nature of Dispute – Institute changed program requirements after I was enrolled. I have complained to the business and the issue was not resolved, below I have a concern that the waiver for AIM **, previously offered as part of the AIM program, has been changed and is no longer applicable.

    Business Response

    Date: 03/30/2023

    Dear BBB,

     

    Thank you for your letter.  We have reviewed the situation and provided the attached response.

     

    Please feel free to contact us with any questions you may have.

     

    Best Regards,

     

    *************************** | Customer Success Admin. Assistant

    The Institutes Knowledge Group

    720 Providence Road | Suite 100 | Malvern, PA  19355-3433

    Customer Answer

    Date: 04/12/2023

    I consider the matter satisfactorily resolved.

    ***** ***

  • Initial Complaint

    Date:01/19/2023

    Type:Product Issues
    Status:
    Answered
    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.
    This company is a service, study materials for taking a test. Payment gives you access for one year. After signing up & paying, I had multiple unforeseen life changes on top of getting Covid and ended up not accessing the materials except for looking around at how its all laid out initially. After getting an email that my 1 year was almost over, I replied asking for a refund as I had not accessed the services I had paid to access & therefore had not used any of the services paid for. I was told there is a 60 day refund policy, the end. I paid for a service that was not used. It is not always possible to know what will come up in a year that can put your life on hold within 30 days. It can be seen that I did not access these services which is what I put money down on. Now that I am with a job that covers these costs, I would have just turned around and signed up again in a few months when I will be able to have the time, gone through the course and then received a refund after passing from my employer. Instead I am told I have no option but to be out money though no services were rendered, essentially no product.

    Business Response

    Date: 03/08/2023

    February 24, 2023 

     

    Dear BBB, 

     

    Thank you for your letter. We have reviewed the situation and have provided a summary of the interaction below. 
    October 1, 2021, customer ***** **** ordered insurance study materials, **** *** Online Course, through our website, totaling $345.00. The **** *** online course is active for 1 year, expiring on October 2, 2022. 
    June 17, 2022, The Institutes received an email from ***** **** asking for a refund for the **** *** Online course, stating she has not had time to utilize the course and will be starting a new job and they will pay for the course. 
    June 20, 2022, The Institutes replied stating we have a 60 day return policy. Unfortunately the order is not eligible for return, offering to extend the online course access once she signed up for the exam. 
    January 17, 2023, ***** replies, so I cannot get a refund for something I never used. 
    January 19, 2023, The Institutes replied stating we have a 60 day return policy, we appreciate your feedback and will pass along to upper management. 
    Please find enclosed a copy of the email. 
    ***** gives us no indication of being sick or any other life changes. We do not have a phone number for *****, therefore, we are unable to verify her phone call history. If ***** is interested, we are willing to offer an extension on the online course access. However, due to the time that has passed from the initial date of purchase, we are not able to provide a refund. 

     

    Sincerely, 
    Tracie B****** | Customer Success Admin. Assistant 
    The Institutes | Risk and Insurance Knowledge Group 

The Institutes is NOT a BBB Accredited Business.

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