Complaints

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  I paid for my Cosmetology Exam in the state of ** on June 21st, and emailed them about receiving a reciept so that I could be reimbursed from my school. They proceeded to say that there is no record of my purchase even though the money was taken out of my bank account with "DL ROOPE" as the name on the statement. I realized that I had input the wrong birthdate on accident, and I said I needed to change it so that the information would be correct. I attempted to do this by emailing their support team, calling customer support, and explaining the issue. Each time (I called them 4 seprate times, and emailed numerous times) I was met with the same answer that they either couldn't find my account or that someone else would have to do something to get access to the account and change it to the correct date. I asked them to push the issue up higher because I had done everything in my power to fix it at this point. Finally after 3.5 weeks they sent it to the IT team and I received an email saying what to do. I did as they asked, emailed them back, no response for 3 days. I've been waiting over a month now to fix this simple error. Their customer service is garbage, and I still haven't been issued a refund or gotten the birthdate in my account fixed. I don't understand what I'm supposed to do at this point because everyone I've contacted has been completely unhelpful and I've even worked with my Cosmetology instructor on fixing this issue and they won't help us.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  I was told that this company was the company that does our state board exams for cosmetology licensing. They did not disclose on their website that they no longer service ******* and allowed me to pay for a test they don’t do. I filed a complaint with my credit card company and it was returned only to have this company go back into my credit card and remove the money again for a second time without authorization. They emailed me back and told me that because I filed a dispute they’re taking the money anyways. so I didn’t get the test and now they took $150 from me out of revenge. This company needs to return my money and change practices because they are scamming people at this point.

• Initial Complaint

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  My wife is trying to renew her Cosmetology license for the state of Washington, and was directed to use DL Roope by the state to take payment and schedule her exam. While taking payment for the exam, the website experienced multiple hangs/crashes/reloads, and ended up double charging for the exam. We were told that, to resolve this, we had to dispute the charge through our credit card issuer. We did so, and now we are in a weird limbo state with her exam. Several different DL Roope phone support representatives have given us different steps to solutions, ranging from, but not limited to: 1) Wait for an email from the support team 2) Go to the scheduling site and schedule the exam (not available on that site) 3) Emailing the support team at DLRoope about her case. 4) calling the company that schedules exams for WA state (they said there's something wrong on DL Roope side of things) Each of these steps included calling in to their support phone number and often waiting on hold for long periods of time. During this communication with DL Roope, we have had multiple dropped calls (after waiting on hold for long periods of time). Each time an email was sent to their support team, it would take days to hear back from them. The email instructions would lead to solutions that did not work. As of writing this, we were again directed to email their support team and now have to wait another 3 business days to hear back. We started this process on October 2023. It is currently January 26, 2024. My wife's business is on the line and she is unable to legally work until this is completed. Please don't let this happen to anybody else, it sucks.

• Initial Complaint

  12/27/2023

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  I am writing to address a concerning situation regarding my daughter's, eligibility for the written exam for the WA state cosmetology license. She applied for the exam through DL Roope on December 15th and, upon reviewing the transaction details, we observed a second charge of $310 in addition to the initial $188 fee paid to DL Roope. Despite seeking clarification, the response was vague, attributing the second charge to a supposed second application initiated by my daughter. Although DL Roope agreed to refund the $310, only $114 has been returned. Subsequently, I initiated a dispute with my bank for the $310 charge, not contesting the $188 fee for the test. Surprisingly, today we were informed by the office manager of DL Roope, ******, that my daughter is now ineligible to take her exam until the dispute is resolved. It is perplexing as the dispute pertains solely to the additional $310, not the legitimate $188 charge. This development raises concerns about fairness and ethics, giving the impression of unwarranted retaliation. My daughter, already facing challenges with written tests, cannot afford a delay of up to 3 months for her exam – her third attempt. DL Roope accepted the $188 payment for the test; therefore, denying her access appears unjust.

*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. ↩