Complaints

This profile includes complaints for UWorld's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  UWorld

  9111 Cypress Waters Blvd STE 300 Coppell, TX 75019-4858

  
• 

  Roger Philipp CPA Review

  830 N Point St San Francisco, CA 94109

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:06/04/2024

  Type:Service or Repair 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.

  Acquired ***** and canceled all the classes I previously had. For my August exam, they only offer me the live classes that most of them are not fully available yet until late summer.

  Business Response

  Date: 06/04/2024

  A member of our support team contacted the customer today over the phone and resolved the concern. The customer indicated satisfaction with the resolution and we consider the matter closed. The customer can contact us at ********************************** if there are any additional questions.
  

  Customer Answer

  Date: 06/04/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/26/2024

  Type:Service or Repair 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.

  Uworld acquired the company ************************ and will block my access on April 30, warning me just 4 days before that my courses that expire only on 09/24 and 03/25 will no longer be able to be accessed. If the products were purchased and paid for by September/24 and March/25, even with a company name change, I have the right to have my accesses or my money back.

  Business Response

  Date: 04/04/2024

  Our customer support team worked with the customer to resolve this issue. We consider the matter to be settled.

  Customer Answer

  Date: 04/08/2024

  UWorld customer area contacted me offering 3 solutions. Even I have already selected one they didnt reply anymore. Still waiting for the complete solution of my case. 

  Customer Answer

  Date: 04/11/2024

  I am rejecting this response because:   

  UWorld customer area contacted me offering 3 solutions. Even I have already selected one they didnt reply anymore. Still waiting for the complete solution of my case. 

  Business Response

  Date: 04/11/2024

  We extended an offer that failed to process due to an international currency issue. We have since rectified the issue by using a different platform and the offer was processed. The customer has confirmed receipt via email and the matter should be resolved.

  Customer Answer

  Date: 04/12/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/15/2024

  Type:Service or Repair 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.

  Uworld failed to provide to the promised product during the time specified. I followed-up with Uworld: Uworld refused to do anything to remedied the matter- after 8 emails and a lot of wasted time and details.I feel ripped-off. Uworld does not support the test prep products, except at the 11th hour before the test. This is unhelpful for people don't like to cram for an exam.

  Business Response

  Date: 03/22/2024

  Reviewing this customers account, we disagree with the claim that we failed to provide the promised product. We have records that show 100% usage of the question bank. The customer told our support team that he was unable to access his account due to technical difficulties throughout November and December. However, our products were online and accessible during that time and our records show his account was accessed almost daily during the period in question. After contacting our support team, we offered a discount to repurchase for his trouble but never received a response. We will honor that discounted rate for repurchase; the customer just needs to reply to our support team to receive the code. Otherwise, with 100% usage of the product and online accessibility at near 100% uptime, we stand by that we have fulfilled our contract to offer the product promised.

  Customer Answer

  Date: 03/22/2024

  I am rejecting this response because:   

  Because Uworld is mistaken or simply doesn't want to admit the fact that their on-line product is not reliable. My gut feeling at the time was they might make such a bogus response. So, I kept note on the day and times that the expensive pre-paid $$$ subscription was UNACCESSABLE. To k]make matters worse, Uworld began by saying I did not exists. That I didn't have an account. When I proved them wrong with a retained (printed) receipt. Uworld came up with another bogus reply. Lastly, Uworld hasn't offered me anything - other than the standard rate $$$ for a repeat purchaser. Uworld wants to recharge $$$ for a defective product? Come-on Uworld, stop playing games.

  Business Response

  Date: 03/28/2024

  Our customer support team worked with the customer to find an equitable solution. He replied with an email thanking the team, so we consider this matter resolved.

  Customer Answer

  Date: 03/30/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:02/05/2024

  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.

  My account was accessed by a scamming international IP address with unauthorized access to my account. This international IP address used up my questions, so I had to reset my subscription to remove the used questions. Since standard accounts are only allowed singular reset options, I requested an additional courtesy reset. This resulted in me losing access to a reset that would allow me to redo the questions later in my study period as widely advertised as one of the advantages of this study resource. The company refuses to offer me a courtesy reset or alternatively a pro-rated refund of the resource according to my usage before my account was hacked.

  Customer Answer

  Date: 02/07/2024

  The business has since resolved the complaint with me directly. They offered a reset of the question bank so that I can use the resource fully and as intended. This offer occurred over the phone using the company number posted on BBB. I am satisfied with this resolution. 

  Business Response

  Date: 02/08/2024

  We have resolved this matter to the customers satisfaction. The following is a quote from the customer: The business has since resolved the complaint with me directly. They offered a reset of the question bank so that I can use the resource fully and as intended. This offer occurred over the phone using the company number posted on BBB. I am satisfied with this resolution.

  Customer Answer

  Date: 02/10/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:01/28/2024

  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.

  Uworld customer account ID ******************* date Aug 2, 2023. I explained that the extension provided was billed correctly and I wanted a longer extension. Received an email back stating on September 2, 2023 that my card was billed, basically no response to the issue of billing. The extension amount that was billed was: $106.72 on 8/2/2023. The second extension was $160.62 on Sep, 2, 2023. Then I paid for two extensions because I was angry but did not want to deal with the long email-only process that this business undergoes. On 12/31/2023 I tried to pay for another extension, except due to the holiday their servers did not bill my card. Because my card was not billed the service ended. Now it would cost me a lot of money ($400) to receive the service brand new.My second email TKT # *******, basically said that they could not using the personal data I provided about my credit card allow me to extend the service. All I want is an extension but they have not contacted me back. I took matters into my hands and called my credit card company to dispute charges, because the company will not allow me to pay for the time-line of membership extension that I want.

  Business Response

  Date: 02/06/2024

  We have connected with the customer, issued an extension, and resolved the matter to his satisfaction. We consider the matter closed on our end.

  Customer Answer

  Date: 02/09/2024

  I am rejecting this response because: The business did not read my initial BBB complaint where I indicated that I spoke to my bank to reverse charges because services were not fully rendered. 
  

  Because they did not ready statement. They assured me on a recorded line that they could give me an extension for free until March, 2024 to accommodate for services paid of almost $400. 
  

  Once the business realized that indeed they read my statement incorrectly they claim there is nothing Uworld can do. I would have to pay twice for a service extension that they guaranteed would be given to me for free. 
  

  Now Uworld wants an extra $300 of service that was going to be rendered to me for free. They claim that its all due to how their business processes payments. 
  

  In my personal opinion, U-world is business that sees the customer liable for every problem that they cannot fix on their side. Its a continuous battle of an explanation of how their system cannot process payments correctly and they cannot guarantee services rendered. They claim that the customer is responsible for their system.

  No. They are responsible for their system. They should try to aid the customer when rendering services to the customer.

  Business Response

  Date: 02/13/2024

  This customer purchased renewals at the end of his regular subscription duration. However, he claims that the renewal purchase was not his intended duration extension. We cannot gauge intent. Nor were our servers down at the time because other purchases were made, so the payment issue he claims were not on our end. The customer bought a ****** access renewal and only after the entire 30 days did he claim that he intended to purchase a 60-day renewal. Through discussions with our support team, we offered him a complimentary extension while his account was active. But the customer performed a chargeback of funds paid for the extension with his bank, which resulted in account deactivation. We have informed the customer that we can reinstate his account upon a repayment of the chargeback or receipt of funds of the reversal of the chargeback. The customer has informed us that he has submitted the reversal of chargeback with his bank. However, we are unable to reinstate the account until the payment is processed. Because reversal of chargeback with banks can take some time, thats why we offered the customer the option to make payment now and then refund him once the chargeback reversal occurs. The customer would not be required to double-pay.

  Customer Answer

  Date: 02/13/2024

  I am rejecting this response because:   I proved to the agent the amount that was charged to my card during the extension on 12/21/2023. The agent admitted it was a server error on a recorded line. **world is taking back their statements. Again, it would be a double-pay due to the fact that I would have pay the same amount now. Then, wait about 90 business days for the amount that was re-charged to be reverse. Therefore as of today, I would pay $132 twice and have to wait three credit cycles to potentially receive one payment to be credited back. Also, on a recorded line the **world agent admitted he did not fully read my initial BBB post indicated I had started reversal with my credit card company. Therefore granting false hope. The company has decided not to call me back, indicating to me they do not want to aid me through this process.

• Initial Complaint

  Date:01/13/2024

  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.

  Uworld is long known for predatory expenses for already struggling medical students. My long time subscription was suspended for undue reasons on 2/15/23. Due to life and health reasons delaying this complaint, I am doing so now. I paid $409.32 for a 1 year renewal subscription on 6/27/22. This equates to $34.11 per month. I utilized 6 months and exactly 20 days on this subscription and I am currently owed $204.66 [6 months] + ~$22.74 [~1.137/day for 30 days] a total of of roughly $227.40. The customer service line would only refund $86.40 and would not provide adequate explanation as to why they couldnt refund ************* amount exceptand I quote: We apologize, but because the purchase was made so long ago, we are unable to refund the aforementioned sum. We are able to give you the $80 plus any applicable taxes, as we previously mentioned.So long ago??? I was still within my valid subscription period. I should not have had my account locked but to add insult to injury, this predatory company doesnt want to refund my remaining account balance.

  Business Response

  Date: 01/19/2024

  We have reviewed the history of this customers account. The account was terminated due to repeated violations of our terms of use. The customer was warned twice (Aug 22 and Dec 22); after the third violation, the customer's account was terminated and a refund was issued as per our refund policy. All customers must agree to the terms of use when accessing our proprietary content. Violation of these conditions normally result in suspended or revoked access and forfeiture of payment. However, as a courtesy we granted a partial refund in this instance. The refund was issued over a year ago and the customer is now asking for an additional refund; however, we believe weve already acted in good faith in this matter and are unable to offer any additional refund.

• Initial Complaint

  Date:12/23/2023

  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.

  Uworld provides false advertising. They say that you will have access to the cpa course review until you pass. No footnotes, no fine print, nothing. The claim they make before they strip you out of thousands of dollars is inaccurate. When you request your access to be renewed, they require something outside of their promises. When you request refund, they do not answer. This company has false advertising, collects yoir money and then doesn't deliver on their promises.The frustration they cause should let everyone know that they should not invest their money in this business.

  Business Response

  Date: 01/09/2024

  UWorld purchased ************************ (WEL) last year. However, with that purchase we did not get legacy access to customer support data or information on policy exceptions that were made. This customers original purchase did not qualify for unlimited access and his subscription expired in 2021. Under normal circumstances, it is our policy to ask for proof of schedule to sit for the exam to give continued access. Even though the subscritipon expired in 2021, the legacy company granted this individual a silver course with unlimited access. It took us time to research this case with the legacy company but we will continue to honor the extension he was granted.

  Customer Answer

  Date: 01/09/2024

  I am rejecting this response because: 

  Uworld continues with their false advertising and statements that have nothing to do with their original promises. Uworld does not honor ************* access they promise. BEWARE!!!

   The extension and the promised unlimited access has still not being granted even though Uworld is claiming they will honor it in their response.

  Furthermore, in their response they are saying they would normally request test dates and proof of such. However, they refuse to provide the written policies where such a requirement is mandatory for unlimited access. This is only because of their predatory practices and false advertising.

  Business Response

  Date: 01/09/2024

  We have already provided a 3-year extension starting in **** to this customer's subscription that expired in 2021. Although his agreement was with another company, since we acquired that company, we are doing everything in good faith to honor those original agreements. We ask for a notice to sit because the offer is a pass guarantee, so we're requesting evidence of attempts to pass and offering extensions as needed. As we have already given a complimentary extension to this customer's account, there is nothing more we can offer.

  Customer Answer

  Date: 01/09/2024

  I am rejecting this response because:   

   

  Attached are screen shots of the login information and the expired access. Uworld claims they have provided me with access but the screenshots show that is inaccurate. I have no idea who they gave access to, but certainly they did not extend my unlimited access. They promise unlimited access and then fail to deliver. I complain to BBB, and instead of correcting the issue, they provide false information they extended the access, when in fact, that is not true. Repeating a false information many times doesn't make it true.

  The truth is that I was promised unlimited access and they did not provide me with such. They just continued to leave me without the product that I paid for. I have no idea how mean someone can be to provide not only false advertising, but also keep providing false information.

  Business Response

  Date: 02/13/2024

  We stand by what we initially offered, which was a 3-year extension with an offer to further extend beyond that timeline if needed. We have confirmed that the login works on our end. We both emailed the access link and tried calling the customer with no response. We can tell from our end that the customer has not accessed his account since we extended his subscription on Jan. 10, ****. The customer can contact our support team for help gaining access to his account as needed. Otherwise, his account is active with current subscriptions showing.

• Initial Complaint

  Date:12/06/2023

  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.

  I purchased a uworld subscription a few months ago and have been contacting them regarding an issue for over a month. There is no phone number and they are now ignoring my email. I paid a substantial amount of money for the product which, currently, they are falsely advertising. The ***** is supposed to allow the student to make question blocks from the questions they previously got incorrect. I have been unable to do this as the bank is not tabulating my incorrect questions appropriately. The tabulation on one page does not at all match the tabulation on the other page or reflect the accuracy of the overall average of my block % scores. I have a board exam coming up and over a month is more than ample time to fix an issue that creates a situation of false advertisement for a paid service on their part.

  Business Response

  Date: 12/14/2023

  Our customer support team reached out to this customer, who expressed concern with the functionality and usage of our product (the issue seemed to be the difference between the create test and performance page functionality). Our analyst walked this customer through the functionality and interface navigation. The customer expressed that they were satisfied with the outcome through a post-call survey. Were satisfied with the resolution and have closed the ticket on our end.

• Initial Complaint

  Date:12/03/2023

  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.

  I purchased the *** Platinum package for all 4 subject areas of the *** from ****** UWorld aquired this from ***** and UWorld will not honor the guarantee I was given, in writing, from ***** ***Excel.The guarantee, which I was told was the "best in the business" is "free electronic updates and use of the materials until you pass all four sections of the exam. There are no time constraints or conditions with getting these."UWorld has asked for a Notice To Sit in order to get access but this was never a condition from ***** ***Excel and the guarantee even says that there are no constraints or conditions for getting updates. Asking for an NTS is a constraint and a condition for access, which is in direct violation of the guarantee I received.For years I have been studying as things always get in the way and with ***** I had no problems getting the updates and access. Since UWorld aquired ***** ***Excel it has been nothing but a fight to get what I paid for.It is literally just granting access so I am not sure why they are making it so hard for me, a customer, to get what I paid for.I have sent various emails to customer support, and like other complaintants have stated, the customer support team had completley and unprofessionally ignored me after I said I would not be providing an NTS.Either provide what I purchased and was guaranteed or refund me the 2k plus I paid originally.

  Business Response

  Date: 12/20/2023

  We have offered the customer a prolonged extension or a refund of her original purchase.

  Customer Answer

  Date: 04/09/2024

  Is it possible to remove this complaint as it was solved by the company?

• Initial Complaint

  Date:12/01/2023

  Type:Service or Repair 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 purchased a Platinum subscription of *************** that promised unlimited access to study materials until I pass the exams. The prior process to renew access, if it did expire, was to contact ***** and simply request renewal of access. This worked until recently, UWorld purchased ****** All websites on the transition to UWorld say nothing will change and you will retain access to your purchases. On 11/29/23, I contacted UWorld to renew access to my CPA study materials. UWorld refuses to allow me access to the materials unless I pay over $400 (initial exam fee + about $230 per exam) to the *********** and commit to a 6-month testing window for a specific exam (option of 4 exams). They mention I can schedule for a year from now, but that is impossible in the ***********, as it's only good for 6 months. UWorld refuses to allow me access unless I provide proof of purchasing a scheduled exam date. Being that my purchase did not come with this stipulation, and they are advertising that nothing with change and you will not lose access during this transition, I believe the company is misleading consumers and not making good on promises of unlimited access.

  Business Response

  Date: 12/14/2023

  Our customer support team reached out to this customer. The customer provided proof of a future scheduled exam so we renewed complimentary access. The customer indicated that they were pleased with the outcome and we have closed the ticket on our end.

  Customer Answer

  Date: 12/14/2023

  I did receive access to my products but am still not happy with the overall false advertisement of no changes to your Wiley ******* Providing proof of my examination dates in this scenario does not mean the company is acting in a transparent and ethical manner. They are still not disclosing this condition readily on their website.