Complaints

• Initial Complaint

  15/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 17 2023, I reached out to Prep Doctor via email regarding the course credit of $3955 that I had taken in 2020. This credit was due to the interruption of the course caused by the COVID-19 pandemic, so they gave me same value credit to the remaining course fees. I had the intention of utilizing this credit in this year, considering the end of the pandemic. However, in response to my request, Prep Doctor informed me that the credit had expired. This response came as a shock to me, as I had initially acquired the credit due to circumstances beyond my control. It appears that despite my genuine attempt to continue my education, Prep Doctor is refusing to honor the credit and instead insisting on retaining the funds. What adds to my frustration is that I learned that some of my classmates were granted credit for course discounts under similar circumstances. This differential treatment is highly unfair and unreasonable, leaving me feeling that my rights as a customer are being disregarded. I am seeking to rectify this situation and recover the funds that rightfully belong to me. I have ******** the relevant documentation as proof of my credit entitlement. Despite my best efforts to communicate with Prep Doctor and address this matter, I have not received any substantial response or resolution. I am left with no choice but to escalate this issue to organizations like the Better Business Bureau and Consumer Protection Ontario. I believe that as a consumer, I deserve transparency, fairness, and respectful treatment, none of which I have received from Prep Doctor. I kindly request that you investigate this matter and mediate a resolution between myself and Prep Doctor. I am open to a reasonable and fair solution that takes into account my rightful credit and ensures that I am treated in a just manner. I eagerly anticipate a prompt response from your organization to initiate the process of resolving this complaint. Thank you for your attention to this matter and for your dedication to upholding consumer rights and fairness in business practices.

  

  Business response

  29/08/2023

  
  Dear BBB,
  
  I hope this email finds you well. I am writing in response to the complaint filed by *** **** regarding their course credit issue with Prep Doctors. We appreciate your assistance in mediating this matter and ensuring fairness in business practices.
  
  Firstly, we want to emphasize that we take all customer concerns seriously and are committed to addressing them in a transparent and respectful manner. We regret any inconvenience or frustration that *** **** may have experienced.
  
  In response to the complaint, We would like to provide additional context and clarification:
  
  *** **** enrolled in our course in 2020 and, due to the COVID-19 pandemic, we offered various options to our students to accommodate the interruption of their studies. Option 3, as outlined in our previous communication with her, offered a pro-rated credit for the remainder of the course. This credit had an expiry date, as mentioned, which was 10 months, expiring on April 2021. In the email communications that *** **** provided, it clearly states that on October 25, 2020, we outlined the details of the option 3. 
  
  Unfortunately, despite our best efforts to communicate this information to *** ****, it appears that they are refusing to abide by what was agreed on. 
  
  Please let us know if you require any additional information or documentation.
  
  Thank you for your attention to this matter, and we look forward to resolving this complaint to the satisfaction of all parties involved.
  
  Sincerely,

  Customer response

  29/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:I am aware that three of my classmates, including *******, have been granted permission to use credit in this April, whereas I have been denied the same privilege. This discrepancy in treatment has left me feeling unfairly treated and disappointed in the company's decision.
  I strongly believe that every customer should be treated fairly and equally, without bias or discrimination. The fact that my classmates have been granted credit usage while I have been denied without a justifiable reason is both unfair and unacceptable to me.
  I kindly request the assistance of the BBB in resolving this matter. I believe that an impartial investigation into the situation will help shed light on the reasons for this differential treatment and hopefully lead to a fair resolution. My ultimate goal is to have my credit reinstated so that I can continue to benefit from the same opportunities as my classmates.
  
  Sincerely,
  
  *** ****

*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. ↩