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:12/07/2022

  Type:Service or Repair 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.

  Purchased a continuing education package, which included a state required USPAP course. Probably waited too long for the enlistment for the year, however money concerns were in my way. Completed and passed all three courses. Received a certificate for two of the three promptly as I have in the many years passed with McKissock. At the completion of mastering the demanded courses and "mastering" the USPAP courses and tests I received an unfamiliar not at the end stating I needed to complete 2 additional requirements that could not be found anywhere. "Course Summary This concludes the course materials. You will still need to complete the post-course assessment as well as the course evaluation form in order to receive credit for the course. Additionally, there may be other state-specific requirements you may need to complete. You will be directed to complete any and all such items by the course learning management system. We hope you came away from this course with knowledge of the changes that were made to the USPAP publication for 2020-21, as well as a deeper understanding of the application of USPAP to real-life appraisal situations. Thank you for attending! End of Page" Contacted a McKissock representative and a week later I still don't have my certificate and there reply is it is an IT error. I have requested to speak to a supervising administrator and have been refused. Extremely frustrated and loosing work and money waiting on resolving the issue. Very poorly handled and the arrogance of the representatives is very disenchanting.

  Business Response

  Date: 12/13/2022

  On November 30, 2022, ******* called to report an issue with the USPAP course. A ticket was submitted to our IT Team to investigate the issue and resolve it as quickly as possible. Throughout the following week, ******* reached out multiple times via phone and each agent advised him that IT was working on a resolution. 
  
  We reached out to ******* and had a conversation on December 09, 2022. The manager explained the technical issue preventing progress toward receiving his certificate of completion. Due to the situation preventing progress with the USPAP course, we re-added the course to allow ******* to complete and receive his last certificate. We also provided the student with 50 hours of coursework to upgrade his state license. 

• Initial Complaint

  Date:10/18/2022

  Type:Billing 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.

  I was enrolled in a subscription service and I did not consent to this. It was an auto-enroll feature and it happened in 2018 when I was last having an active real estate license. I inactivated my license and then in 2020 I reactivated it. When I did so I needed to obtain 24 hours of CE and I decided to pay McKissock the $120 for the unlimited CE. However, they decided to back charge me until 2018 for a continuing membership that I did not use and did not authorise to continue. This is a deceptive practice and it needs to stop. I was never notified that my course membership was going to renew...I was never emailed that they were trying to charge me...I never was contacted saying my account payment method needed to be updated because of upcoming charges... Instead when I bought the unlimted subscription it just charged me for the four previous years even though those years were long since past. and I never opened the website since 2018. This is absolutely incredibly foul. I spent 20 minutes going through the process on customer service to get my money back but this is 20 minutes wasted. This type of mechanism should not exist. Don't auto-enroll people and auto-bill them. Let them decide if THEY want to be enrolled in an auto-billing membership. Then send out at least 3 warning emails 1 month, 1 week, and 1 day prior that they are going to be billed. Be scrupulous.

  Business Response

  Date: 10/20/2022

  As stated by *** ****** a membership product was purchased initially on 10/20/2017 for
  $119.00. This product is set to auto-renew on a yearly basis unless canceled by the student.
  Due to what looks like a system error, there was never a payment processed from 2018-Oct
  2022. On 10/16/2022, *** ***** made a purchase on our website which then incorrectly
  charged him for the auto-renewals from previous years that were not ever charged.

  
  *** ***** chatted with customer service for McKissock on 10/18/2022 to advise of the multiple
  charge error. He was refunded $490.00 for the erroneous charges immediately upon calling in
  with his card information.

  Customer Answer

  Date: 10/20/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is accurate and satisfactory to me. 

  I would only add that the business needs to resolve this computer glitch so that it does not affect future customers. 
  
  Regards,
  
  ***** *****

   

   

• Initial Complaint

  Date:09/06/2022

  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.

  On 2017 I initially enrolled with McKissock Learning for Appraisal studies. On 8/26/2019 I purchased the remaining courses and paid in advance $1,296 AFTER I VERIFIED with a representative named Mike, that this package has no expiration date, unlike other packages that were cheaper and had to be completed by a certain timeframe. Time has passed, I completed 1 course and started another one which I di not complete. COVID happened later on and I knew I can go back to my studies when I am ready. All these years I kept receiving promotion emails from McKissock on a regular basis and today 9/6/22 I logged back in, in order to complete my studies, but found out that my courses, all of them, were archived. When I called McKissock I was told by Ben from the qualifying education Dep. that back on 2020 they changed their policy and set a 2 years limit to all their online courses. When I asked why no one informed me of it, Ben said that I should have contacted them.... I replayed that the same way they knew my email address to send me promotions, they could have sent me an email stating that they changed their policy, because I cannot guess that something had changed in their policy. As of now, they confirmed that I threw away $1,296. They ripped me off and had no decency to update me on their policy change. Right after a pandemic changed millions of peoples' lives, McKissock had decided that they are limiting their courses, changing their policy and not even bothering to let their customers know about it. And these are online studies we are talking about here, not a teacher who is standing in front of a class... I am asking either a refund or an access to the courses I paid good money for.

  Business Response

  Date: 09/07/2022

  I have thoroughly investigated this incident. The following paragraph is the details of what I discovered. 
  
  Discovery Summary: On 8/26/2019 ****** ***** bought CA Appraisal Qualifying Education needed to obtain a license in the state. Upon review of the account, there were 8 courses that ****** was enrolled in, since that date one 4-hour course has been completed with a completion date of 11/12/2019. One 4-hour course started with 138 minutes spent on the course. And one 30-hour course started with 6303 minutes spent in course. At that time, Colibri’s policy about course expiration dates was different from the policy that we currently follow. Our current policy allows students two years from the enrollment date to complete their education. This helps to ensure students are obtaining the most up-to-date course information and completing course exams on time to allow for the best passing opportunities.  
  
  Resolution Taken: Given the change of our company policies while ****** was working on the education, we are willing to allow an exception to our policy and extend the course access until 4/30/2023, as well as providing a 2021-2022 version of one of the 15-hour courses at no additional cost (a savings of $299.95)  

  Customer Answer

  Date: 09/07/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *****

  On a personal note I truly appreciate your efforts to fix the error and the additional 15 hours course that was given as a compensation.

  since 2020 up until recent months was not easy for many people in the world (including myself), and since I never received any update about the policy change via email, even though I kept getting promotion emails, I felt that I was wronged deceived  by you and I am very glad for the undo of this wrong.

  Thank you again,

  respectfully- ****** *****

• Initial Complaint

  Date:05/10/2022

  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.

  In November 2021, I purchased a course with MCKISSOCK. I had problems accessing the course that day and reached out to them for help. I did not receive assistance in accessing. In March 2022, I emailed requesting a refund to which I received no reply. I followed up in April and have been doing so to date. I have called and left messages that have not been responded to. I have some of these calls recorded as well as the emails. I was first told they did not provide refunds outside of a 10 day window, contradicting information on their website. Then, I was offered $600 of the $1399 charge. Yesterday, I called again after not having my call returned from Mike, whom I had been speaking with. I spoke with another gentleman who, like Mike, informed me I could not speak with a supervisor and he was the final decision maker. This gentleman stated they typically do not do refunds of even $600, that the receipt showed the refund is only available within 10 days (which is not stated in the email), and he would put me on a call-back list for a supervisor to return my call. Later in the afternoon, I received a voicemail from Mike offering $799. I've requested a full refund as I have not been able to access these courses. They offer 100% satisfaction guarantee. Thank you.

  Business Response

  Date: 05/13/2022

  I have thoroughly investigated this incident.  The following paragraphs detail what I have discovered. 
  
  In November 2021, this student purchased an unlimited learning subscription from McKissock in order to obtain a trainee license in the state of GA.  This afforded the flexibility to take courses on her time and in the format of her choosing.  However, our records indicate that she never enrolled in any course.  She also did not request any specific technical assistance from us regarding her inability to enroll in a course. 
  
  A thorough review of the account has yielded the following findings:
  
  On 3/27/22, the student first emailed us on 3/27/22 requesting a refund, and stating she was not able to access her courses. 
  
  On 3/30/22, we responded with the following message: “Good afternoon *****,
  Thank you for reaching out to us in regards to obtaining a refund. In order to process your request please give us a call at ###-###-####, and one of our Education Specialists will be able to assist you. Thank you for your time, and have a great day.”
  
  On 4/13/22, the student emailed again and stated she was following up on her previous request. 
  
  On 4/13/22, we responded with the same message from 3/30/22.
  
  On 4/25/22, the student called our customer service department and requested the refund.  A full refund was refused, and she was directed to the refund policy on our website, which explains that “If you are not satisfied for any reason, simply contact us within 10 days of purchase for a full refund of any course not completed.”  The student then inquired about a partial refund, which was refused as it is outside the bounds of our clearly stated refund policy.  As a gesture of good faith, our customer service representative escalated the matter to a supervisor for further assistance. 
  
  On 4/25/22, though outside of our policy, as a good faith gesture, our customer service representative reached out to the student to offer a $600 refund.  Our notes indicate that the student advised she would consider this but did not commit.  She was provided with the direct phone number to this particular customer service representative. 
  
  On 5/4/22, despite having a direct line to our customer service representative, the student emailed again asking for a refund and indicating she had left a message earlier in the week. 
  
  On 5/9/22, the student spoke with a customer service representative who once again offered the $600 refund.  The customer refused and was unwilling to compromise. 
  
  On 5/9/22, customer service attempted to contact the customer again but was unsuccessful, and left a VM. 
  
  On 5/10/22, customer service attempted to contact the customer again but was unsuccessful, and left a VM with the direct number she was previously provided on 4/25/22.
  
  On 5/10/22, the customer called the main customer service line and stated that a partial refund was not acceptable and she wanted a full refund.  Our rep reiterated the refund policy and refused.  The customer indicated that she could not access the courses and had contacted us previously about the issue.  However, we have no record of any call attempts or communications until 3/27/22, 4 months after her purchase of the subscription. 
  
  We regret that the student had issues accessing her courses and would value the opportunity to assist her in getting access and ultimately obtaining her license.  In good faith, the student was offered a partial refund on multiple occasions but refused.  We are still willing to offer this partial refund or personal assistance with accessing and enrolling in the courses the student needs to obtain her license