Complaints

• Initial Complaint

  10/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I took a class from this company on 9/17/2022 and 9/18/2022. I was told that my completion certificate would be mailed the following Monday, and I should receive it within 5 business days. It is now 10/3/2022, and I have not received the certificate. I contacted the company to let them know I had not received my certificate, and I need it to meet my ***** ******* deadline. I was told that it was mailed, and they verified my mailing address. The address that they read back to me was my correct mailing address. However, I did not receive the certificate. I was then told that the only way I could get them to resend it was if I paid an additional $90.00 for a duplicate copy and expedited shipping. I was sent an email with instructions to pay this additional $90.00, and the only way to make the additional payment was via ******* ** ***** to the owner of the company's personal account. When I questioned this protocol I was very rudely hung up on. I reluctantly made the additional payment via ******* because I was running out of time to get my certificate to the *****. I then contacted the ***** to let them know that the company they recommended did business in this manner. The ***** contacted the company and got my certificate sent directly to them via email. I then requested my $90.00 back and asked for my expedited request to be cancelled. I got no response from the company, and my money has not been returned. The total cost for the class was $60.00. Holding my certificate hostage for an additional $90.00 is a horrible business practice, and quite frankly, thievery.

  Business response

  10/12/2022

  This is Rodney P*****, Owner of DWI Education of Southeast Texas.  As a one-time ********* I am responding to this complaint.  I realize the BBB exercises no authority over the operations and decisions of my company.

  RESPONSE

  Certificate of completion was mailed to complainant.  Complainant alleges certificate was not received.  My company has a procedure for duplicate certificate requests and expedited shipping requests.  This procedure was implemented with this complainant.  As a general practice, however, we will send program copies of certificate of completion to probation officers, attorneys and ****** upon request and/or if student provides us entity name and email address.   Complainant did not provide such information to us in advance.  Nonetheless, once we were contacted by ******* we provided a copy of the certificate. 

  Once ***** received a copy of the certificate, a refund was granted to complainant because complainant no longer requested or needed a duplicate certificate.  Please note, if complainant needs a duplicate certificate, the fee outlined would have to be paid prior to a duplicate certificate being mailed to complainant.

  This is my final statement regarding this matter.  

  Thank you and take care.

  Rodney P*****, Owner

  Customer response

  10/13/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while I was reimbursed for the money I paid for a duplicate certificate and the required expedited shipping, this company still acted in bad faith. I had zero motivation to "allege" that I did not receive my certificate. Whether that was a mailing error by the company, or a **** mishap, a customer should not be coerced into paying a huge amount of extra money to receive the service they originally paid for. I still have still never received the certificate that they "allege" they sent. Why would anyone needing their completion certificate "allege" they didn't receive it. Makes no sense. Buy beware, this company does not do right by their customers. 
  
  
   
  

• Initial Complaint

  08/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a course through the company dwi education of southeast texas. When I purchased this I was offered an express option to recieve my certificate of completion sooner if I paid $50. I did so. Today in class I was told to post mark the date on my paperwork as it would take 10 days to get my certificate anyway. I asked about the express certificate and was told to call the office. I called the office and was treated very poorly, I recorded the end of the phone call for proof, and refused an email or number to talk to anyone. I asked for a refund and was denied by two employees of the company. Without a number or email to get ahold of someone and I didn't get what I received, I need to know what I can do? I would like the information about the product I purchased, again and factual, or a refund of the extra $50.

  Business response

  08/30/2022

  This is ****** ******, Owner of DWI Education of Southeast Texas.  As a one-time courtesy, I will provide a response to this complaint even though I realize the BBB exercises no authority or control over my company.

  I spoke with complainant on the phone on Monday, August 29, 2022.  I clarified the confusion that existed with complainant.  Indeed, complainant did pay for an expedited certificate after he successfully completes assigned course.  My company will honor and issue certificate of completion to complainant in an expedited manner (via *****; priority mail). This was never in question and is our standard protocol for expedited certificate requests.

  In regard to phone etiquette, DWI Education of Southeast Texas provided a situational communication style which mirrored the complainants communication style with company.  As owner, I am a firm believer in, "Do unto others, as you would have them do unto you."  

  The DWI Education of Southeast Texas instructor provided complainant accurate information in regard to dates to be noted on the Consent for Release of Confidential Information form.  Her instruction to complainant during class is in full compliance with state standards and program rules.

  It is with that in mind, this issue is resolved and closed.  I will not be making any further statements regarding this matter.  If additional responses are requested, please refer back to this response.  

  Thank you and have a good day.

   ****** ******, 

  Owner, DWI Education of Southeast Texas

  Customer response

  08/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  There wasn't a response from the company. Just a response from 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. ↩