Complaints

This profile includes complaints for Sergeant Rescue Training & Consulting, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sergeant Rescue Training & Consulting, LLC

  PO Box 114 Spring Mills, PA 16875

• 

  Sergeant Rescue Training & Consulting, LLC

  183 Anaconda Dr Pennsylvania Furnace, PA 16865-9443

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:06/08/2022

  Type:Order 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 had registered for a Wilderness Rope & Rigging class. With less than one week notice, class was rescheduled. I was rolled over to the new class, but unfortunately I am unable to attend due to testing positive for Covid. I emailed the company within the same timeframe and am being told that I am unable to get a refund. On their reply to my request for a refund, the company refers to their policy for a 30 day notice to withdraw. I am following the precedence set by the company that was used to reschedule class with less than one week notice. If the company can violate their own policy and reschedule class & offer refunds or roll-over, how can they not offer the same courtesy to students impacted by this change? Precedence that this policy is not absolute was set by the company.

  Business Response

  Date: 06/08/2022

  Good day, 

  The class was originally scheduled for 2-3 April 2022. The complainant signed the online course acknowledgment of agreement. (Attached)

   

  On March 29 2022 the participants were emailed and told the course had to be postponed due to reasons out of our control. They were all offered to roll their class registrations to the 4-5 June 2022 postponement dates or receive an immediate refund at the time. (See Attached email.)

   

  I received an email from the complainant stating that he would like to roll his registration. (See Attached Email) His registration was updated to attending in June thus making the attached cancelation policy still applicable. I received an email on 31 May 2022, which was 3 days prior to the class informing me that the complainant had COVID and would be unable to attend. I responded to that email informing him that I was sorry that happened, but sadly I would be unable to refund his money since the course was scheduled to happen and he was well under the minimum cancelation window. (See attached email.) On June 2nd he asked for a voucher and or to transfer his paid balance to another one of our programs. I did not have an opportunity to respond and that was the last interaction. 

  The complainant knowingly and willingly signed up for a training class during a pandemic with the full understanding and acknowledgment of our internal course policies. The email acknowledgement and acceptance of a course transfer is the same as a registration for a training course. No policies were changed and we accepted the original registration to be transferred. 

   

  Respectfully, 

  Jason T********

  Owner

  Sergeant Rescue Training & Consulting

   

  Customer Answer

  Date: 06/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The company, by their own admission, violated the short notice (less than 30 days) for original dates for this class. I will acknowledge that I be rolled to the rescheduled dates with precedence being set by the company themselves that short notice refund or voucher/rollover was acceptable.

  If this class would have been held on the original dates, this would have been solely at the discretion of the company with no basis for an appeal. If the company can violate their own standards for unknown reasons, why is that same courtesy not extended to students impacted by the change? I am still requesting that the company follow the precedence they have set to allow for a refund or rollover to another class.

  
  Regards,
  
  **** *********