Complaints

• Initial Complaint

  08/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I signed up for this companies adjuster course an exam so that I can work on getting my license for insurance adjusting. I had to take some time away due to some family and personal stuff that I had to take care of before I could move forward with taking on the responsibility of licensing and what not. When I went to log into my account to finish the exam since I have completed all the courses except for the exam I was notified that my account was an active. When I reached out to the company they just reply to me with a link to their policy upon reading that link accounts become deactivated after six months. again I try to respond letting them know that one I was unaware of this policy and two I had things that came up that made it hard for me to finish and complete things I am at the time. I requested a call and the owner of the company called me back again she just reiterated the policy in terms of conditions but when I challenged the owner on why they failed to notify that customer prior to they can’t be in the activated such as a 30 day warning she refused to respond or acknowledge that as a reasonable request. when I notified her that I would contact the BBB she played victim and acted like I was threatening her, she in fact used these words. I can try to ask her why it wouldn’t be reasonable for somebody that pays $170 for a product to be notified prior to their account being put into an active status only to be told there’s nothing that could be done and that I would have to pay for the courses again.

  Business response

  08/23/2022

  Thank you for the opportunity to review this matter.

  
  The customer in this matter purchased our Online Texas All Lines Adjuster Licensing course on September 26, 2021.  The Adjuster School allows students up to six (6) months to complete this online course.  We have students who complete the course in 4-8 days, but totally understand that situations in life can occur, thus providing up to six (6) months to complete the course.  This customer’s online account expired on March 25, 2022.

  
  On Saturday, August 20, 2022 (five (5) months after his account expired), this customer sent us an email advising that he attempted to log into his account but could not.  On the same day we sent him an email outlining our company policies which specifically state that we allow up to six (6) months to complete the online course that he purchased. 

  
  We spoke to this customer on Monday, August 22, 2022, and he advised that he had taken time off to handle personal and matters, and he requested that we make an exception to our policy, or he would contact the Better Business Bureau.  We advised the customer that a threat to contact the Better Business Bureau would not change our company policy that is in effect for all customers.   We also advised the customer that we understand that life matters do come up, however, that’s why we allow up to six (6) months.  Our six (6) month policy is listed in several locations on our website, in the terms and conditions that students accept during the registration process, and it also displayed on the home screen of the student login, visible every time a student logs into their course.  This guideline is in effect for all customers. 

  
  In all fairness to our students, we do not pick and choose which students to make exceptions for.  That type of behavior would be unethical.  We have been in the insurance industry for nearly 30 years and approaching 20 years of service providing training courses for our customers.  We have built a solid reputation from individuals and corporate clients of doing great business. We take pride in handling all business matters with high ethical standards and the utmost integrity.

  
  Thank you for the opportunity to respond to this matter.
  

  Customer response

  08/25/2022

  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.  
  

  The part she conveniently leaves out is the lack of notification prior to the account being deactivated. There should be a 30 day notice!!!! I have a mentioner in the call she failed the evening knowledge this as a reasonable request nor rejected. That shows to me the lack of integrity and seeing that there is a little bit of a blind spot and how our company handles sit situations. Giving the 30 day notice provides extra cover to the company but also gives the consumer who purchase the product an opportunity to complete their work. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   

  
  

  Business response

  09/26/2022

  We sincerely understand that challenges can occur, this is why we allow up to 6 months from the date of purchase to complete the course.

  
  Based on our established company policies and procedures, the final decision is appropriate.  Our students have up to 6 months to complete our Online Texas All Lines Adjuster Licensing course. This information is listed in numerous areas of our website, it is provided in the Terms and Conditions during the purchase process, and the notice of 6 months appears each time a student logs into their course.  In addition to this, each time a student logs into their course, the expiration date of their course appears on that home page.
  
  This customer’s course expired five (5) months ago on March 25, 2022.  We can not make an exception for this customer.  This customer has re-purchased the course and has up to 6 months to complete the course.
  
  Thank you for the opportunity to respond to this matter. 

  Customer response

  10/03/2022

  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.  
  The business has a responsibility to notify students prior the the cancellation and the business is continuing to avoid this responsibility 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   
  

  Business response

  10/18/2022

  Based on our established company policies and procedures, the final decision is appropriate.  Our students have up to 6 months to complete our Online Texas All Lines Adjuster Licensing course. This information is listed in numerous areas of our website, it is provided in the Terms and Conditions during the purchase process, and the notice of 6 months appears each time a student logs into their course.  In addition to this, each time a student logs into their course, the expiration date of their course appears on that home page.  Every time this student and any student logs into the course, the course expiration is visible.  Posting the expiration date in the student's course was provided to this student, as it is to all of our students.  
  
  This customer’s course expired six (6) months ago on March 25, 2022.  We can not make an exception for this customer.  This customer has re-purchased the course and has up to 6 months to complete the newly purchased course.  If the customer does not want to complete the newly purchased course, we will be happy to refund their registration for the new course that they purchased.
  
  The Adjuster School fulfilled all of the obligations of this purchase.  This customer accepted the Terms and Conditions of the course during the purchase process.
  
  Thank you for the opportunity to respond to this matter. 

  Customer response

  10/21/2022

  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.  
  
  I don’t know why they are deciding to dig their heels in and not make an appropriate adjustment to meet their customers expectations such as mine. It’s 2022. most responsible companies notify their customers prior to a subscription expiring. Like me most customer sign up and are completing some thing to a website or not then again, navigating the website on a regular basis since we’re only on the air to complete the task necessary which in my situation was the training courses

  
  Regards,
  
  
   

  
  

  Business response

  11/02/2022

  Thank you for the opportunity to review this matter.  As previously stated, this customer's course expired back in March 2022.  Students have up to six months to complete the course.  Most of our students complete the course in 4-7 days, however, we allow up to six months.  This is posted on our website, and this customer accepted the terms and conditions during the purchase process.
  
  This customer has repurchased the course and has up to six months to complete the new course.   When he logs in to the portal, his six-month deadline is posted on his screen.
  
  We are closing this matter.  If he needs any assistance with the course that he repurchased, he can reach out to us via email at: info@theadjusterschool.com or call our office at (281) 546-5873.  As stated in our last response, we can also give him a refund for that purchase.

   

  
  
  

  
  

*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. ↩