Complaints

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was trying to get a study guide as I've already taken my course, I failed my exam once, I tried to use their site and I couldn't it's not user friendly, I never used it, I called to get a refund, they hung up on me twice, and then blocked me from speaking with a higher up. They literally blocked my number. They're unprofessional. I want a refund.

  Business response

  07/11/2023

  *************;***** called in very aggressive and would not allow any team member to talk.  She was angry right after she bought the program. We tried to explain how 
  our program worked but she didn't want anything to do with us helping her and would interrupt after just a few words. She 
  was saying how it looks hard and confusing so we were trying to explain how to give it a chance and 
  she just got crazy by yelling and cussing us out. We told her we were happy to help her but not if she is going to continue to
  interrupt by yelling and cussing. We told her if she is going to not allow us to speak and help her we
  would email her which we did. We listened for a while and tried to help but she did not want to be helped. We did end up refunding her because we 
  knew we couldn't help her. She just kept calling back yelling and being so rude even after we refunded her which is weird because we thought that is what she wanted.
  She stated she has all day to sit there and keep calling, *********'s and complaining so we told her to stop calling us since we couldn't help her and we refunded her.  This was one of the rare customers who are unreasonable, mean and unwilling to listen and very rude with bad language so no one in our company should have to be treated like this.   We have blocked her due to her behavior.    Again, we already refunded her.   Thank you, *****
  

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I enrolled into 6 training classes for insurance on 7/21/2022 for an amount of $215.95. I started training with the Property and Casuality & Ethics training and decided after 4 days I would no longer be going into an insurance career. I requested to the company to cancel and request a refund after 5 days. They responded back that there is no refund after 24 hours. I did start training on 1 item but the other 5 I did not. They did send me a refund policy labeled #7 but I do not remember seeing this once I purchased on their site. I do not know how a company cannot refund for items that will never be used and keep the money. How is this legal? Before I file a complaint against this company and request a reversal on my credit card, I wanted to give the company a chance. It's not ethical for a company to keep someone's money for services and or product that is not going to be used especially in a 5-day timeframe. I am requesting a refund for the 5 classes that were never used and never going to be used.

  Business response

  07/28/2022

  Our refund policy is very simple, easy to understand and every student acknowledges and accepts this policy in our purchase agreement at the time of enrollment and payment.   We do not have a provision that allows students to change their mind after they have used our product or after 24 hours from their purchase date because of the nature of online virtual material.   I have included our refund policy below so you can read it for yourself to see if it is clear or not.   Also to be clear this student purchase two prelicensing courses, 1-Property and Casualty 52 hours and 2-Life Agent Combo 40 hours then they upgraded those courses with add on products of audio and practice exams with our StudyHall on each course.   This student asked for a refund on July 21st, 2022 by email which I have included below and since he purchased all these products on July 16th then his refund request was 5 days after purchase which does not fall into the 24 hour time frame that he accepted in our enrollment agreement.  We do not have a provision for students who do not read/ignore the enrollment agreement even though they accept at the time of purchase.   We would expect the student to honor the agreement they accepted but since we pride ourselves on our 20 plus year tenue of A+ rating and 5 star feedback from students then we would be willing to refund the Life Agent Combo course and the Life audio with Life StudyHall as a good faith offer minus $25 service fee.   It doesn't seem fair for our company to loss money on processing fees for refunds that fall outside of our agreement just because the student wakes up one day and changes their mind.  Plus because the student has access to the material they could learn or even take this information which is why virtual material is treated different than a physical item that can be shipped.  As for the PC course, the student admitted to logging into the course which is also talked about in our enrollment agreement and we can't determine what part of the course they used because they had access to all of it so our meet in the middle offer is for the Life Agent products minus the $25 service fee.   If the student gives authorization for accepting this offer then we will process that refund within 24 hours of acceptance.    

  
  

  
  

  
  

  
  

  #7Refunds - Virtual Material - The Company will not offer anyrefunds after you have started to access purchased material from within your account. If you have not logged in and accessed purchased material, then you may request a fullrefund, less a $25 non-refundable processing fee by sending an email request to *******@prelicensetraining.com. If, for anyreason, you are not accepted as a student by the Company, then you will be entitled to a fullrefund. Requests forrefunds must be received within twenty four (24) hours of enrollment. Norefunds will be granted after twenty four (24) hours from the time of your enrollment, whether or not you have logged onto the site or accessed purchased product.

  
  

  
  

  From: ***** <*********@hotmail.com>
  Sent: Thursday, July 21, 2022 10:55 AM
  To: PLT Support <****@prelicensetraining.com>
  Subject: Refund

  Hello,

  I had a question regarding refund policy. I started training for insurance but am no longer to pursue it. I am 1/2 way through my Property & Casuality with the ethics (52 hours). I purchased a total of 6 training course. The other 5 I did not start or open. What is the cancellation policy for refunds on the ones I did not start? I purchased these trainings on 7/16.

  Here is my order information

  Order Information Transaction ID: BL0P7****3EB Transaction Date: Sat, 16 Jul 2022 12:44:23 -0700 Total: $215.95

  Please let me know

  Thanks,

  ***** 

  
  

  Customer response

  07/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17632573, and find that this resolution is satisfactory to me.

*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. ↩