Complaints

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  DATE OCT 19TH 2023 I JOINED THE SCHOOL > ************************* Program Director sent me a form to sign saying I failed the class when I did not fail the class? The school had a virus computer glitch that would not down load my Pro ********* did not down load my Pro Tools to finish my Work until 2 days before the course ended is when I got my Pro Tools & could not do my work was the Schools Fault I passed my tests & now the Director Of the Program is saying I have to retake the 1st course again claiming I failed when I did not fail?

  Business response

  02/01/2024

  We at F.I.R.S.T. Institute are committed to providing a supportive and enriching educational experience for all our students. In response to the concerns raised regarding ******************************* performance in the Music Theory 102 course, we would like to address the situation with transparency and accountability.
  
  Upon thorough review of ****************** academic progress, it is evident that despite numerous opportunities for support and guidance, including multiple outreach attempts from our dedicated instructors, ************** did not meet the essential requirements for the course, ultimately resulting in a failing grade of 29.86%.
  
  While ************** may have expressed confidence in his test performance, the comprehensive evaluation of his overall course engagement indicates significant areas for improvement, including outstanding project submissions and non-responsiveness to instructor assistance, which is essential to passing this course.
  
  In light of these circumstances, F.I.R.S.T. Institute extended a second chance to ************** by offering him the opportunity to retake the course with tailored support and resources provided. Regrettably, ************** did not avail himself of this opportunity by following through with the necessary steps to retake the course.
  
  Regarding the issues with Pro Tools, an additional instructor was promptly assigned to assist with the installation process, ensuring that the software was fully operational well in advance of the course commencement.
  
  At F.I.R.S.T. Institute, we remain steadfast in our commitment to nurturing student success and providing a conducive learning environment. We deeply value every student's journey and are dedicated to offering the necessary support for their educational growth.
  
  Should ************** choose to pursue the retake offer or seek further assistance, we are prepared to extend our support and guidance to facilitate his success.
  
  If you need further assistance, please let me know!

  Customer response

  02/06/2024

   
  Complaint: 21215587
  
  I am rejecting this response because: Hello I never failed the class I could not do my work because the school system had a virus on protools would not down load until 23 2 days before the course ened I received my protools & they pro tools was not working correctly? & yes I want to retake the course only I want the school to admit I did not fail & the school has admitted they had a virus & in the school & I never received my tools until ays befo2 re the course ended? Thank You ***********************
  
  Sincerely,
  
  ***********************

  Business response

  02/07/2024

  Dear **************,
  I am writing in response to your complaint submitted to the Better Business Bureau. We acknowledge your frustration and are here to clarify the situation surrounding your experience with the Pro Tools software and the course failure.

  
  First and foremost, we are committed to the success of all our students at F.I.R.S.T. Institute and understand the critical role that timely access to resources such as Pro Tools plays in that journey. Our priority has always been to provide the tools and support necessary for a comprehensive learning experience.

  
  Upon review of your case, it has been confirmed that you did not pass the course in question. We must emphasize that every F.I.R.S.T. Institute student is responsible for maintaining a personal computer that meets our published minimum requirements for online courses. This information is readily available on our website to ensure our students are well-prepared for their coursework. You can find the specifications here: ************************************************************************************************************;

  
  As per our protocol, the school provides the necessary serial numbers for software registration, which the student is required to download independently from the official software provider's site. In this case, Avid.com is where the Pro Tools software can be obtained. Our responsibilities as an educational institution do not extend to personal computer maintenance or the management of individual software installations.

  
  We are sympathetic to your situation regarding the difficulties encountered with downloading Pro Tools. However, it is crucial to recognize that these difficulties stem from issues unrelated to the integrity of our standard operating procedures, which are designed to prevent such occurrences.

  
  At F.I.R.S.T. Institute, we pride ourselves on providing an educational environment conducive to success, anchored by reliability and academic integrity. It is important to us that every outcome reported and every grade assigned stands as a testament to our commitment to these principles.

  
  In response to your demand that the school admit fault, we must reassert that the academic result stands. It is founded on objective evaluation criteria that have consistently yielded graduates who are now thriving professionals in the field. We must also categorically deny any implication of a computer virus originating from our systems affecting our esteemed student body. You are an online student learning in a remote environment using your personal computer systems. 
  

  
  

• Initial Complaint

  11/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My son withdrew from FIRST Institute on 9/5/2023. After back and forth communication with Bernice M******* in Financial Aid, we finally received an email from Bernice on 10/17/23 that my son **** ******, the student, would be receiving his refund for $5,695.33 in two weeks. It has been over three weeks and we still have not received. When my son called to inquire about it and spoke with Bernice he could not get a status on his refund or when he would receive it. We have been very patient with their process but feel we should have a status on receipt of refund with no hesitation. I called and left a message with the Director of Financial Aid for assistance. They never called me back. Please help us in receiving this owed refund. Any assistance that you can provide would be greatly appreciated! Thank you!

  Customer response

  12/12/2023

  I wanted to let you know that I heard back from FIRST Institute on 11/27/23.  I have received my refund.  I would like my complaint to stay on file for this company as it was so frustrating doing business with them.

  
  

  Thank you for your help!

  ******* ******

*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. ↩