Complaints

The complaint text that is displayed might not represent all complaints filed with 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.

• Initial Complaint

  Date:09/09/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 21st I made the decision to enroll in a CFP course offered at College for Financial Planning. I am a career professional seeking to advance in my field. I was fully aware of their refund policy. A few weeks after enrolling in classes we faced a family hardship. During my child's pediatric appointment, we were informed of a condition that would require surgery for removal. My child was referred to *******************************. Upon learning of this information I contacted the College for a refund. Given my child's health concerns, I no longer would be able to commit myself to the program. I was told by the College to complete an Extenuating Circumstances application and follow the guidelines to request a refund. Based on the company's policies, I qualified for an extenuating circumstance exception. My child's surgery was discovered after I enrolled in classes and I have provided them with the required supporting documentation. Several days after submitting the application, it was denied. I contacted a manager at the College inquiring why it was denied. He informed me to resubmit the application for review, which I did. I received a follow-up decision once again denying my application for a refund. They are unwilling to explain their decision. I have a full understanding of their policy and their decision to deny my case is in full violation of their policy. The company has a policy in place that is not complied with and is meant to cheat students out of an opportunity for reimbursement. I have not accessed the program since finding out I will not be able to complete the course. The company is unwilling to hear my case and refund me, for which I clearly qualify based on their policy. The company is in blatant violation of its own policies and guidelines for a refund.

  Business Response

  Date: 09/19/2022

  Thank you for allowing us to address our customer's concerns. In reviewing our records, we have found this customer was provided accurate information about the refund policy and the extenuating circumstances petition. Unfortunately, the petitions received are incomplete. The customer has been informed of why the petitions were incomplete. The customer has also been offered extensions to accommodate their circumstances. We remain open to working with the customer to evaluate complete petitions or else provide extensions.

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 18005369
  
  I am rejecting this response because:Although I appreciate the response from the business, it is false and misleading. Upon contacting the business for a refund and associate told me that they will not be able to provide it to me. I was adamant about a refund and asked questions regarding refunds for extenuating circumstances. I was only told about the extenuating circumstances application because I was persistent, not because they offered it to me. I completed the application immediately and sent it for review. I checked back with them several times and they still had no response for me. After the application was denied, I contacted them immediately. I was told I had too much information on the application and should redact it with less information. I was told to submit another application explaining my circumstance. My circumstance falls under the guidelines and qualifications for providing a refund. My application for a refund is denied without any explanation from the company. If my circumstance does not qualify for a refund, then why are they offering an extension? My application is clearly qualified for a refund based on their qualifications. During my call with a representative when I was filling out the second application, he told me the company will do everything not to provide a refund. I know my rights and I believe the company is cheating me out of a refund for which I qualify. I am not interested in an extension, as I don't know when my medical circumstance will resolve. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 09/29/2022

  We remain open to working with the student to find a resolution, but due to our committment to protect student privacy we cannot discuss this in any further detail than already provided. Should the student want to discuss these concerns further, we encourage him to contact the College directly. 

  Customer Answer

  Date: 10/05/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************