Complaints

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• Initial Complaint

  Date:03/11/2025

  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.

  I ordered a program from The National Society of Health Coaches and paid $895. Refunds can be issued within 15 days if the program was not used nor video's were accessed. I came to realize within a few hours that I entered the incorrect program. I emailed and called the company and left a message immediately. I created a password, but never accessed course content. The Company is refusing a refund claiming I did open their program. The program is for nursing. I am not a nurse but I am in Healthcare with a license. I immediately informed the company without opening e-learning online videos. I am unable to pay for another program as they have my money. I want this company to prove what videos were opened by me. I am entitled to a refund. I did not use their program as they claim.

  

  Business Response

  Date: 03/20/2025

  In response to the complaint made by this customer, the ********************** issues the following reply:  

  - This customer DID NOT pay $895 to the **********************.  She only paid $875.  (See attached sales receipt for reference.)

  - This customer DID NOT enter the incorrect program, as her credential of ******************** Assistant is clearly recognized by NSHC to earn our Certified Health Coach (CHC) certification.  (**NOTE: The NSHC CHC program IS NOT just for nursing, as stated by this customer.  The ********************** CHC program is open to individuals with many different credentials...as long as the individual has an active, qualifying license.  (See attached document from our website, listing all eligible credentials, with ******************** Assistant highlighted on Page 3.)   

  - The NSHC Refund and Return Policy is clearly stated on our website.  It states the following: 
  For E-Manual Products: If you purchase one of our e-manual certification programs, you are eligible for a full refund within 15 days of purchase under these conditions: You must not have accessed or used any portion of the e-manual.  A usage percentage of 0% is required for a refund to be processed.  No partial refunds are permitted.  Please contact our customer service team if you have any questions or need assistance.

  - This customer DID, in fact, access and enter the course.  She accessed the course twice, once on 3/6/2025 at 18:03, and a second time on 3/6/2025 at 18:11.  She was logged into the course for a total of 1 hour and 46 minutes, and she completed 5% of the program.  (See attached screenshots of our user platform, as well as a document showing her IP address linked to her purchase, as well as a document showing the date and times she entered the course.)
  

  - This customer DOES NOT meet the conditions of **********************'s Refund and Return Policy, as she DID enter and access the course, and she completed 5% of the course; therefore, she was notified that she would NOT receive a refund.  
  

  However, as the National Society of Health Coaches strives to create a successful and positive resolution, we have chosen to make an exception in this case, and we will refund this customer her actual, true purchase amount of $875 (not $895).  
  
  Please let us know if you have any questions.