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:12/09/2024

  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.

  In 2023 while attending a conference in person, I signed up for an educational course in June of 2025. I was told in person that since that was so far in advance, I would have until 3 months prior to cancel or change the date without penalty or else be billed at the 3 month ***** However, in November 2024 (7 months in advance) I was billed for this entire course, and called Spear to inquire why I was billed so early. When I called the company, I was initially told that ******* would reach out to me at a later date. When this didn't happen, I called back later and was told this same representative would still reach out, but since that was not occurring I also sent an email. I never received a phone call or email response. When I called back two weeks later, another representative stated I would receive a full refund and to wait two weeks to see it on my credit card statement. However, in December 2025, I received a partial refund- the full amount minus $500. When I called to inquire why I was given a partial refund, I was told this was a convenience fee and would not be refunded by this new representative. I was then told that my concern would be forwarded to *******- who I have been waiting 5 weeks on a reply. I cancelled my course well in advance of the 3 month standard, I was not informed that a $500 fee would apply, and the customer service has been very poor. I have not had issues with Spear in the past, but this has now swayed me from returning to their campus for any additional future training.

  Business Response

  Date: 12/11/2024

  We are very sorry that this customer had this experience. It is not reflective of our goals to be extremely customer-centric and empower dentists to learn at their own pace. 

  We have refunded the full amount of her request and sent the following apology: 

  I want to sincerely apologize for the frustration and poor communication you've experienced with your course reservation and refund process. This is not the experience we aim to provide at Spear.  We have processed a full refund for the $500 charge. We deeply value your past support and hope to regain your trust. If you have any further questions or concerns, please dont hesitate to reach out. Thank you again for your patience, and I apologize for the inconvenience this has caused.

  Customer Answer

  Date: 12/12/2024

   
  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.
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:05/21/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 March of 2021, I paid Spear education $5500 for a workshop training course. I was unable to attend, and was advised that I could reschedule for a later date. I ended up buying a business around this time. I was in constant contact with Spear education, as have paid a membership due ranging between a few hundred dollars a month up to several thousand a month for their services. I ended up needing to reschedule a few classes with them due to scheduling conflicts, it always seemed like this was no problem in the past so I didn't think twice about it. Then on October 16, 2023 after working for several weeks to get a course scheduled, I was told via email by ********************************* that i could no longer use the credit, as it expires one year after the purchase. I replied letting him know I understand that policy, but had never been made aware of it in the past and would they make an exception this one time? I was told no, then after leaving a ****** review of my experience was told that I could use the credit after all. So I booked a course for Feb 28 - Mar 2, 2024. These courses require me to cancel days of work, book a flight and pay for a hotel room. I was told by *************************** 2 weeks before the course that this class was canceled and I'd need to rebook it. So I rebooked my flights, hotel and rearranged my schedule for the same class which was to take place May *****, 2024. I received email confirmation on Feb 14 that ****** had booked me for the course. I did not receive the normal emails leading up to the course, so emailed Braxten on 5/8/24, he did not respond. I emailed again on 5/10 with no response so I called Spear and spoke with ****. He said I was never registered for the course and it wasn't happening anyway. I requested a refund for the course after this second cancellation. I've been told I'll get one, but have had several broken promises about the refunds and calls that were not returned. I just wish to break ties and get my money refunded at this point.