Current Alerts For This Business
BBB has received a pattern of consumer complaints alleging the following: consumers allege that they are unable to reach customer service in a timely manner via chat, email or by phone. Many allege they are being locked out of the system by the biometrics security system. These same consumers can't reach anyone in customer service to rectify issues which have caused them to not finish the program within the designated time frame.
On February 21, 2023, BBB submitted a written request to the company encouraging them to address the pattern of complaints. The business responded with the following:
We take this feedback very seriously and you have our full cooperation to address and eliminate the patterns of complaints. In addition to various steps we have already taken to improve customer satisfaction, we are actively working to implement the following solutions to eliminate these patterns of complaint:
1. Improving customer instructions on how to use the biometric security systems, focusing on common problems and offering video-based tutorials. To start, we have enhanced our frequently asked questions (https://www.newyorksafetycouncil.com/defensive-driving-faqs/) and in-course documentation so that customers may self-service through online support.
2. Engineering a solution to automatically unlock a customer’s course after they fail the regulatory biometric security requirements. As their top priority, our technology team is developing a solution to automatically restart a customer’s course if they fail to secure successful biometric identity verification after the number of attempts established by the regulatory authority. This means customers will not be required to contact our customer care team if they are locked out of their course due to biometric security failure.
3. Finally, with respect to longer than expected response times, we are actively staffing up to reduce our hold times across phone, chat, and email in response to spikes in volume. We have hired six full-time customer care agents, with three having started employment in late February, and three more starting March 6.
We are committed to implement the steps above, many of which are being worked on by our technology team now, as well as any additional steps needed to eliminate these patterns of complaint so that we can improve customer satisfaction.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/05/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
This company made false advertisements. I paid extra for rush delivery for the certificate, and when I called, they said it would take 14 days.I was supposed to receive it in 2 business days. This company need to be liable for false advertisement
Business response
07/07/2024
Hello *********;Corona ******,
Thank you for bringing this matter to our attention. We apologize for the inconvenience and frustration you have experienced regarding the rush delivery of your certificate. We understand your concern about the discrepancy between the advertised delivery time and the information you received when you called. Our standard for rush delivery is indeed 2 business days, and we regret that this expectation was not met.
Upon investigation, it appears there was a delay in the shipment of your certificate through ****** which has affected the delivery time. Your tracking number is ************. You can use this number to monitor the current status of your shipment. If you have any questions concerning this delay, please reach out to ***** directly, as once the certificate leaves our office, ***** is full responsible for the shipment arriving.
We deeply regret the inconvenience caused by this situation and appreciate your understanding. If there is anything else we can do to assist you, please do not hesitate to contact us directly.
Initial Complaint
07/01/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
I paid for defensive driving course and was supposed to receive certificate as proof. I have yet to receive it. Chatted with associated three times. Last time agent promised it would be sent with tracking and I would get email of tracking info. Not agent is saying that was wrong information and would not send with tracking. I can not provide proof of course without certificate.Business response
07/07/2024
Hello *******************************,
Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration you have experienced regarding the receipt of your defensive driving course certificate.
We understand the importance of receiving your certificate promptly and the need for accurate information from our support team. It is unacceptable that you were provided with conflicting information and that your certificate has not yet been delivered. To ensure clear and accurate communication, we generally do not offer expedited shipping for certificates unless it has been requested for a third time. In such cases, we send the certificate via ***** Ground, which typically takes 3-5 business days and includes a tracking number.According to your account notes, you requested a duplicate certificate on 5/30/2024, 6/25/2024, and 7/1/2024. Since your request on 7/1/2024 was the third attempt, your certificate should have been sent via expedited shipping as a courtesy. We apologize for the oversight, and we will ensure that the agent involved receives additional coaching and training to prevent such issues in the future.
To resolve this issue, we are prioritizing the immediate dispatch of your certificate. It will be sent via ***** 2nd day with tracking information, and you will receive an email with the tracking details once shipped out tomorrow. We are committed to ensuring you have the proof of course completion that you need.
We deeply regret any confusion or inconvenience caused by this situation. Please feel free to contact us directly if you have any further questions or require additional assistance.
Thank you for your patience and understandingCustomer response
07/07/2024
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,
*******************************Initial Complaint
06/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We purchas** a driver's ** test for the state of Fl. The original test glitch** and kick** my daughter off the page, which result** in a Fail** exam. Chat support was no help, they claim** she fail** the day after the day we were on. Through a complaint on ********* they provid** us a new code to retake the exam. Once we r**eem** the code, we got a new error code. According to chat, it meant she now has to go in person to take the exam. In ** you have to fail 3 times for this. We have one fail** exam through them. I ask for a refund, they refuse, I ask for a customer ********************** number three times and they close the chat on me. I wish I had review** them before trusting the Fl dmv website. Horrible customer ********************** that just answers off pretyp** replies and will not make things right.Business response
07/07/2024
Hello ***********************,
Thank you for bringing this matter to our attention. We sincerely apologize for the issues your daughter experienced with the permit exam for the state of Florida and for the frustration caused by our support team's handling of the situation.
We understand your concern regarding the initial glitch that resulted in a failed exam. Technical issues are not unknown, but should be taken at a higher standard, and we regret that our chat support was unable to provide an adequate solution at the time. We apologize for the confusion surrounding the date of the failed attempt and for the inconvenience of receiving an error code when attempting to redeem the new test code.
We do acknowledge that, according to Florida regulations, a student must fail three times before being required to take the exam in person. Since your daughter has only one failed attempt with us, this situation should not have necessitated an in-person exam. Unfortunately, the administration of this exam is managed by the state's system, which limits our ability to diagnose or resolve certain failures. When an error occurs during the exam, we do not receive specific information regarding the cause. Therefore, we either provide a promotional code to retake it or we refer students to the *** for a more detailed explanation and resolution of the issue. The *** implemented this new process a few months ago and are still addressing some of the issues it has caused for our customers. We sincerely apologize for any inconvenience this may have caused.
To rectify this situation, we are offering a full refund for the test initially purchased. Additionally, we are investigating the technical issues and the responses from our support team to ensure such incidents do not happen in the future. We value your feedback and are committed to improving our service.
Please accept our sincere apologies for the inconvenience and frustration you have experienced. If there is anything else we can assist you with, please do not hesitate to contact us directly.
Initial Complaint
06/27/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
This business fraudulently advertises an online defensive driver class without first disclosing the terms and conditions that the consumer must accept prior to signing up for the course. The terms and conditions stipulate that the consumer must agree to share personal and biometric information, and if this information is not shared, the consumer cannot take the course. This should be made clear prior to payment being made. Due to these reasons, and the fact that I did not avail of any of the services offered by this business, I asked for a refund in the amount of $27.95 on 6/25/24 and was denied said refund on the grounds that the course was reissued. When I called to complain about the course, I was told that the only option for me was to be reissued the course, and I was not offered the option for a refund. Even after several attempts, the company does not recognize that it should issue a refund if no part of its services were availed and especially since the customer objects to their terms and conditions due to privacy concerns.Business response
07/07/2024
Dear ****************,
Thank you for reaching out to us. We apologize for the inconvenience you have experienced with our course. We understand your concerns and would like to clarify a few points.
Our website clearly outlines the terms and conditions, as well as the course requirements, within the *** section prior to purchase. You are required to agree to these terms and conditions before making a purchase. You can review the terms ************************************************************************************************** the course requirements listed in the *** section ************************************************************************************************;. It is stated that course security questions are necessary to pass the course.The purpose of these security questions is to ensure that the proper student is participating in the course. As the student creates their own self-assessment answer key, they should be able to correctly validate their participation. This practice helps us comply with state regulations for course providers, which include validating student participation. Unfortunately, if a student fails to meet these requirements, we are obligated to exclude them from the course.
In light of the inconvenience you have encountered, we have issued a full refund to you. Please accept this refund as our sincere apology.
If there is anything else we can assist you with, please do not hesitate to let us know.
Customer response
07/07/2024
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,
*************************Initial Complaint
06/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased the defensive Driving course on 6/3/2024 and was blocked on 6/26/2024 after supposedly answering security questions incorrect, however they never popped up on my screen and I was sitting there the whole time. Guessing it was a bug, but they would not do anything to help me. They suggested I reregister and pay the full price again for the exam which is ridiculous for something beyond my control.Business response
06/30/2024
Hello *****************************,
I would like to express our sincere apologies for any confusion or inconvenience you may have encountered during this process. It's important to note that while our course is designed to align with state standards, failing a security questions three times unfortunately leads to disqualification from the course.This information is readily available within the course materials as a reminder and Is also accessible on our course website, ensuring that prospective students are well-informed about the prerequisites before registering.
It's important to reiterate that, as an approved course provider, our commitment is to adhere to State regulations for course providers. One of these regulatory requirements entails verifying student participation, and when students do not meet these criteria, we are obligated to exclude them from the course. This is a key component of our compliance with state standards and regulations.
The only option we have to allow access to your already registered course is to reissue your course, so you do not have to re-purchase the course again,I'm so sorry that this is not the ideal resolution, however it is one we have to abide by per the New York State commissioner's regulations guide. Re-issuing the course is our way of providing the option at no cost to you.
As for the customer ********************** experience, we will look further into these interactions to see where we can improve. I'm so sorry you did not have an exceptional experience and we look forward to assisting you forward to mend that!Initial Complaint
06/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
We paid for and logged in for a learner permit test. Once you log in it goes to a web test page and doesnt let you go any further. Went to the chat I exsplained the issue, they said sorry failed no refund allowed. My son never got to even see the first test question. The person on chat quickly closed out and we can not get ahold of anyone. Im going to my bank to file fraud charges. Have to get a new bank card. They website has taken over my computer and I now have a virus cant do anything on it with out the web test page popping up. Please help me. I have screen shots if you need them. I did not get the last resonse due to them closing out the chat convo very quickly.Business response
06/30/2024
Hello *****************************,
I sincerely apologize for the inconvenience and frustration you have experienced with our learner permit test service. This is not the experience we aim to provide, and I am truly sorry for the trouble it has caused you and your son.
To address your concerns:We take technical problems very seriously. Our IT team will investigate the issue with the test page immediately. If your computer has been affected by a virus, we recommend running a reliable antivirus program and can offer guidance if needed. Please note that the online permit exam is provided and completed directly on the FL ********** of ***** Vehicles system. Therefore, we have limited information regarding failed attempts. Such failures can result from moving away from the testing screen, disruptions like virus scans, incoming phone calls, text messages, or not completing the course within the allotted 60 minutes.
Customer **********************: It is unacceptable that your chat conversation was closed prematurely and that you did not receive the necessary assistance. We are reviewing this interaction to understand what went wrong and to ensure it does not happen again.Given the circumstances, we might be able to make an exception to our refund policy. Please provide your transaction details so we can process the refund promptly.
Please email us at ************************** with your order ID number or registered email address and customer full name. Our team will prioritize your case to resolve this matter as quickly as possible.
Once again, I deeply apologize for the inconvenience. We value your feedback and are committed to making things right.
Initial Complaint
06/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I've used this company a few years ago and had no issues. Recently, I attempted to take the course again for insurance reduction. I paid $25 in June of 2024 to take the driver safety course. After paying the fee, I found out the course has changed significantly and is much worse than it used to be. After spending about 4 hours on the course, it locked me out and would not allow me to continue saying I need to re-pay. I attempted to contact customer ********************** and was unable to get a resolution. A complete scam.Business response
06/23/2024
Hello *************************,
Thank you for taking the time to provide your feedback on our online course. We sincerely apologize for any inconvenience or disappointment you may have experienced.
We strive to offer high-quality educational content, and we regret that your experience did not meet your expectations. Your feedback is valuable to us, and we are committed to using it to make necessary improvements. Unfortunately, the state has made changes which we are under contract as an approved provider to implement. We do understand how inconvenient these changes can be, however we are here to make the transition easier for our students. In these attempts, we can offer a promotional code to re-register for free. Please feel free to contact us at **************************, if you would like to proceed with this offer.Thanks!
Business response
07/04/2024
Hello *******,
ChatGPT
Thank you for contacting us. We apologize for any inconvenience caused. Unfortunately, according to our company policy, you are not eligible for a refund. Your course access was locked due to security questions validation, a requirement clearly outlined on our website during registration and within the course materials before access.
As a one-time courtesy, we have provided a redemption code (GPCEAA46D6) so you can register for a new course without payment.
Please do not hesitate to reach out if you have any further concerns or questions. We are here to assist you.Initial Complaint
06/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 6/17/2024 my disabled child took an online course for her learners permit as recommended by our local ***. My child passed the course within 23 of the allotted 60 minutes. She was led to a screen that showed time elapsed, time left of the required 60 minutes and her passing score. There was no countdown timer, no instructions, just a FINISH button. Due to her autisim, she looked for next steps to take. There was no warning saying dont click the finish buttonnothing telling her how long she must stay on this screen. She clicked the button and was immediately failed. She was failed because of deceptive practices. There is nothing on this screen, no countdown timer stating you still have time you must spend in the test, warning saying dont click the button or well fail you and keep your money. Why have the button there? So people will make a mistake and you can keep their money AND fail them. My child is 15 years old and disabled and fell victim to unfair and DECEPTIVE PRACTICES. This company is deceiving people with their tricks and button clicks. I was told we will not be getting a refund of my childs hard earned money. She will have to make a whole new account, retake the test and repay money. Save yourself the hassle & read reviews! We should have never done business with them and I am appalled that the *** would recommend such a poorly rated companyBusiness response
06/23/2024
Hello ***************************,
Thank you for taking the time to provide your feedback on our online course. We sincerely apologize for any inconvenience or disappointment you may have experienced.
We strive to offer high-quality educational content, and we regret that your experience did not meet your expectations. Your feedback is valuable to us, and we are committed to using it to make necessary improvements. We do apologize for this inconvenience this has caused. After reviewing the account, It does appear that the course has been refunded. You can certainly speak with the *** in regard to why the course was marked as failed or unsuccessful, as it is provided through their portal, however we unfortunately cannot see the reason. Please let us know if there is anything else we can assist you with!Business response
07/04/2024
Hello ********,
Thank you for reaching out to us. We apologize for any inconvenience caused. Your refund was processed on 6/21/2024. If you have not yet seen it in your account, we recommend contacting your bank for further assistance.
Please feel free to contact us if you have any additional questions or concerns. We are here to help.PS
Credit Card Credit Authorization ID **********************
Initial Complaint
06/15/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered this course online..I paid the ***** got blocked after the 3rd wrong answerthey dont tell you in the beginning that you can get unlimited answers for an additional 2.99 until you fail and have to repay them, they throw all this other stuff at you to add on but not the most important thingthats a scam!! Customer ********************** is a joke they just tell you reorder the course.I can see going back to the beginning of the course but NOT REPAYING FOR IT!!!! And not hold back the fact you can get the unlimited answers until after you failthats not fair and its not right, you should be given the choice to go back to the parts you failed in and be able to reread what you missedIm not the only person that feels like they were scammed out of my hard earned money by a bunch of con artists!!!Business response
06/16/2024
Hello ***********************,
We'd like to extend our sincere apologies for any confusion and inconvenience you may have encountered during this process. It's important to be aware that while our course is structured to align with state standards, failing a module quiz three times unfortunately results in disqualification from the course. This essential information is prominently featured within the course materials to serve as a reminder, and it is also accessible on our course website, ensuring that prospective students are well-informed about the prerequisites before enrolling.
It's worth noting that one of our primary goals, as an approved course provider, is to maintain compliance with State regulations governing course providers. One of these requirements involves the validation of student participation, and in cases of failure to meet these criteria, students must be excluded from the course to adhere to regulatory standards.
I am so very sorry for the confusion. Our premier pass service does not allow unlimited attempts but allows you to retake the course over for free. At this time, we can re-issue the course for no additional fee so you can retake it, however we will not be able to unlock the course.Thanks!
Customer response
06/16/2024
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. But they DONT TELL YOU IF YOU FAIL YOU HAVE TO REPAY FOR THE COURSE. ITS NOT ON THE WEBSITE UNTI AFTER YOU PAY, ILL ACCEPT THEM LETTING ME TAKE THE COURSE AGAIN, BUT ITS ONLY ITS ONLY BECAUSE YOU GOT INVOLVED THEY OFFERED TO DO THIS. YOU SHOULD REALLY LOOK INTO THIS COMPANY
Sincerely,
***********************Initial Complaint
06/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I used them for a defensive driving course that cost $20. No problem - reasonable amount to charge. Where the problem comes in is that if you want an electronic download IN THE TWENTY-FIRST CENTURY, they charge you an additional $12 for the **** Nowhere on their site does it state that there would be an additional charge for a pdf. Many other vendors for this program do not charge for a pdf, or if they do, they disclose it PRIOR to you purchasing the course. Had this been disclosed to me prior to the purchase option, I would have never used this vendor. I am requesting a reimbursement for $12 that it cost me for a pdf. A 6-hour course costs $20 but a f***ing pdf download that costs nothing to make is $12??? MAKE IT MAKE SENSE!! To anyone looking at this vendor - stay away from them! Use someone like AAA instead. ****** learned! I wish I could leave them a 1-star review on ******** HORENDOUS!Business response
06/16/2024
Hello *****************************,
We are so sorry about your exigence with receiving the certificate of completion. We do offer a free digital download option after 7 days of the completion, however the option to get this certificate faster is available as an upcharge. This information is provided on the website ****************************************************************************************************************** before registering in the FAQs. I do apologize for this inconvenience, however anything that is provided faster than the original way will be an upcharge fee since it is considered an expedite.
Please let me know if there was anything else we can assist you with!
Thanks!
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Customer Complaints Summary
543 total complaints in the last 3 years.
114 complaints closed in the last 12 months.