ComplaintsforInstitute for Brain Potential

• Initial Complaint

  04/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On February 3, 2022, I purchased a home study course with Institute for Brain Potential (IBP) so I could earn continuing education credits, which are necessary to renew my therapist license. It is noted that my license is due for renewal in June 2022, and all necessary trainings must be completed by May 2022. The order, invoice number QK9V-1PP7, was $84. When the order arrived, the contents included coursework, DVDs, and the self-test. The required evaluation form was missing. Per IBP’s policy, a self-test and evaluation form must be completed and submitted in order to be provided a certificate of completion for the continuing education credits. On March 20, 2022, I emailed IBP at [email protected] and requested a copy of the evaluation form. I received no response from the email. On March 22, 2022, I sent a second email request. Later the same day, I received an email response **** stating she had added my request to have the evaluation mailed to me. On March 31, 2022, I emailed IBP my third request to receive the required evaluation form. On the same day, I received a response from ******* stating the evaluation was shipped on 3/27/22 and to allow 5-7 days to receive it. On April 5, 2022, I emailed IBP my fourth request for the required evaluation form. I once again receive a response from ******* stating that she had submitted my request to have a copy of the evaluation form emailed to me. On Friday, April 8, 2022, I called IBP and spoke to a young lady, whose name I do not recall. She advised that she would advise the manager that a copy of the evaluation form needed to be emailed to me by the close of the business day. This was my fifth response. I never received a response. On Monday, April 11, 2022, I called IBP again and spoke to an employee name ******* and ****. They both advised the manager would send me a copy of the form. I have not yet received any correspondence. I want a refund WITHOUT the $** processing fee.

  Business response

  04/21/2022

  Good Afternoon ******,

  We received the attached complaint in the mail today for ****** ********.

  IBP takes all complaints seriously. I have spoken directly to ****** this morning (calling the number on the complaint) apologizing for any confusion that this has caused. I explained that the document she was requesting was in fact one she already had in her posession that was originally mailed to her. I informed her that we have since provided a full refund and we apologize for any confusion and miscommunication this has caused. We value her as a customer. She thanked, and appreciated me contacting her personally. 

  The customer was issued a full refund of $84 on 4/18/2022. Please see attached refund receipt. 

  Please let me know if you have any questions, or if further information is needed. 

  Best Regards,

   

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

  Office Manager

  Customer response

  04/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 170**414, 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. ↩