ComplaintsforCode One Training Solutions

• Initial Complaint

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  For several months, I'd been looking for options to become an EMT, and was recommended Code One as the best choice by EMTs. Due to my financial situation, I chose the accelerated course, so I could become certified and begin working ASAP. The program runs Mon-Thurs 9-5, and would include additional homework assignments, I imagined. This seemed reasonable to me at the time. After the first week, it was apparent that the course was unrealistic for an independent adult with a disability. We were assigned 3-4 hours of homework a night, expected to study, pre-read chapters, and complete additional long term assignments. Due to immovable responsibilities and having CPTSD, I had no choice but to save homework for the weekend. However, the online work is structured so it if you fail an assignment, you cannot progress without the teacher's override. This happened repeatedly, because I was doing continuous tasks for hours straight, and thus could not generate ideal results. The instructor only regarded me in contempt for struggling. At first, I emailed the company that I was struggling, and got no reply. So, I called one of the coordinators, Tony, to see what solutions we could reach. His repeated response was that the course was intensive and that he could only move me to one less demanding. I told him this was impossible, as I had already spent my savings on the current course and could not wait several months for another to begin. I also explained that I had done previous work as a conflict journalist, and that I understood the meaning of demanding. Again, I received the same responses, so finally, I just asked outright if he understood my issues. To that, he replied by saying that he did not know how I was struggling to meet the demand at all. That summarizes my experience with Code One. I've been repeatedly treated like a failure for my personal circumstances. I find this ironically judgemental from EMTs who are supposed to be understanding of another's situation.

  Business response

  05/20/2024

  Client had signed up for an Accelerated EMT training program and decided after starting the program that the course load was higher than their expectations.

  We clearly indicate the required workload for this course on our website, on the syllabus, and on the first day of class.  The class workload has been the same for multiple cohorts of this same program that we have offered successfully over the past 16 years. There are other learners that are enrolled in the same course as this client that have been successful with navigating the work associated with the Accelerated EMT program.  The course hours and objectives are set by outside entities (** **** ** ******, ******** ******** ** ****) so we are unable to make exceptions to the course work required for EMT candidates.

  As the client reported, they reached out to our team by email but it was over the weekend when our offices were closed.  Our program director made himself available to meet with the client that Monday but the client did not show for class.  

  The client is ineligible for refund as the class had already started and they had consumed their books and materials associated with the program.  The refund policy agreed to at time of registration states that the learner has up until the day prior to the class starting to request a refund for their program.  No refund is available after the course has started.

  We did offer the client the ability to move to a less intensive course at no cost to them and they declined to move to the other program.

   

  Customer response

  05/20/2024

  
  ********** ********
  
  I am rejecting this response because:

  Again, the core issue here is being misunderstood. It's not necessarily the course, it's HOW I was treated when I asked for help.

  I would expect that a business that prides itself on its stellar success rate to be more supportive when somebody is struggling. Nobody really seemed to care that I was having difficulties, despite my willingness in class to try and learn the material or my background. Repeatedly, I have been treated like a difficulty when really all I wanted to be treated as is a human being.
  

  At a certain point in my conversation with Tony, I told him that I wasn't even talking about a refund or moving to another class. I understand there's a bottom line, and some things are not possible. However, no interest was shown about my situation or possibilities given of what I could do to improve it beyond the rote response. The attitude by the Company has been repeatedly, "Sorry, your problem" when I've been struggling, rather than trying to help me achieve success. I don't understand how this is a productive teaching method or makes me want to continue through adversity. Clearly, the situation between us has been acerbated, and that should be telling about these matters have been handled.
  

  I am not asking for handouts. I am asking for my money back because I have been disrespected.

  
  Sincerely,
  ******* *********

  Business response

  05/20/2024

  As per the policies agreed to at the time of registration, we are unable to provide a refund for this program.  We have made an alternative solution available to the client at no additional cost to them which they have rejected.  Unfortunately there is nothing else that we are able to offer to this client and we wish them the best in their future endeavors.

  Rich

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