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.
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/07/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased an American Safety Council refresher course on 02/27/2022. It is order ID: XXXXXXXX. The problem was I got locked out of my account not long after I started the course. So, I called their help number. While I was on hold, there is a recorded voice stating what can me done to remedy the problem if someone is having trouble. One of those recommendations is to use Google Chrome and also clear my cache and cookies. I did all this. But, not long after they unlocked my account, I got locked out again after answering the security question correctly. There is no way to chat with the help department if you get locked out. When you call the help number, they have you on hold for over an hour. I am about to dispute the charge on my credit card for $12.95 because they are not giving me the services they advertise.
Business response
04/14/2022
Business Response /* (1000, 5, 2022/03/09) */ Emailed the customer directly to resolve the account as it appears to be locked for security questions. Consumer Response /* (2000, 12, 2022/03/21) */ The credit card company refunded my purchase price.Initial Complaint
03/07/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
This is a company that runs online defensive driving courses. Except, they don't really do that. They do nothing. They don't actually offer the course, they don't answer their phone or communicate in any other way. What they do do is l get identifying information from their customers, as well as payment and then disappear. That is it. So it's a scam. And they should be shut down.Business response
04/08/2022
Business Response /* (1000, 5, 2022/03/09) */ Emailed the customer directly to resolve issue as it seems there is some misunderstanding.Initial Complaint
03/04/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I needed an online traffic school so I choose trafficschooltogo I submitted all the information that was required during the registration process. they then asked for payment so I can start the course after meeting all tere requirements I still haven't started the course my court date is March 31 2022 I'm worriedBusiness response
04/29/2022
Business Response /* (1000, 19, 2022/04/13) */ Course is now completed- issue should be resolved outside BBB Consumer Response /* (2000, 21, 2022/04/13) */ Forwarded message From: Andrea ******* <*********@gmail.com> Date: Tue, Apr 12, 2022 at 9:26 PM Subject: Re: BBB Complaint Case# ******** (Ref#XXX-XXXXXXXXX-XXXXXXXX-XX-XXX) To: Better Business BureauInitial Complaint
03/02/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
A certificate of successful completion for driver safety course was not provided. Two follow-up to company made and was told duplicate certificates were sent but were never received. When I asked that certificate be emailed, was told that making the certificate available for download would cost an extra $8.95. It seems like this company may intentionally not mail certificates and force people who take their course to pay extra for the completion certificateBusiness response
03/23/2022
Business Response /* (1000, 5, 2022/03/02) */ Emailed customer directly to resolve issue. Consumer Response /* (2000, 7, 2022/03/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) The completion certificate was finally provided but it is believed that it only occurred as a result of filing a formal complaint.Initial Complaint
02/06/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I paid for a driver learner's permit class for my daughter $29.95 on Feb 5, 2022 the website and it was a scam because after she spent over 5 hours it will not allow to move to the next step to take the exam. I tried to call many times and impossible to reach anyone. I didn't want it to happen to anyone else after I read the bad reviews I had to report the website. Total fraud, I paid with my******* and I am trying to dispute the charge. Very bad website and way too misleading. Order ID#*********Business response
03/14/2022
Business Response /* (1000, 5, 2022/02/08) */ Emailed the customer directly to resolve issue, as there seems to be some misunderstanding regarding the course purchased. Consumer Response /* (3000, 7, 2022/02/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was never contacted from the company. I am disputing the charge with ******* This company should be out of business for scammers as they are taking young teenagers social security numbers and not delivering the complete course and two exams needed to be sent to the DMV. I tried to ask for chat as no one would answer any calls for hours and the chats were worse with non ending hold times and they were never answered.All I need is to get refunded and stop it from happening to other young kids. Business Response /* (4000, 9, 2022/02/14) */ On 2/8/2022 i emailed the customer at *********************** : Hello *************, I am following up on your BBB review complaint left on 2/7/2022 regarding your child's Traffic Law and Substance Abuse Education (TLSAE) Course purchased on 2/5/2022 for a total of $29.95 . I am so sorry for the misunderstanding this has caused. Requirements for the permit in the state of Florida are to complete the 4-hour drug and alcohol course as well as the permit exam. I only see that the drug and alcohol was purchased and completed. To complete the permit exam, you would have to re-register for the permit exam separately as I do not see these courses were bundled together. As a one-time courtesy, I can provide a free permit exam to resolve the issue. Please note, students only have 3 attempts online, and each attempt will have to be re-purchased. If the permit exam is failed, you would need to re-purchase the exam for the 2nd attempt. If all 3 attempts are failed, the customer will need to take the permit exam at the DMV. Please follow the instructions below to redeem your code. Redeeming your code will allow you to re-register without a fee. 1. Visit https://redeem.amersc.com. 2. Enter the following code: *********** 3. Complete the requested information, including creating a new username and password. Once registered, click to start your course, and log back in any time using the new username and password you created. If you have any questions at all, please feel free to contact us again. Please let me know if there is anything else I can help you with today! Unfortunately I was not aware that they customer did not receive the email, but it does show sent without any errors.Initial Complaint
01/29/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I purchased an online driver course for my son through the American Safety Council. The course's technology did not work adequately. My son would answer "security questions" correctly after inputting his correct password and then be told he had answered those questions incorrectly. I called customer service and was told that the answer we thought he was selecting was, in fact, correct, so that it must mean that his touchscreen wasn't calibrating correctly. We were told the only way around this was to use a non-touch screen (in 2022...) My son would get locked out of the course for 24 hours for getting the same question multiple times and sometimes answering the question correctly and then would answer incorrectly (because he was told his first answer was wrong, which actually was right...) I called customer service and despite giving them, verbally, the correct password (that my son had tried to enter on his screen), they can't unlock him. The technology that this company is using is inadequate to provide this type of training. It doesn't work well.Business response
03/09/2022
Business Response /* (1000, 5, 2022/02/05) */ Course is now completed- Emailed the customer to resolve/follow up on concern and issue with SQInitial Complaint
01/17/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
The Florida incorporation service with phone number +X (XXX) XXX-XXXX. I registered my business online and was charged and I was informed I would receive some of the documents within 5-7 business days and the rest via mail since January 5th, 2022. I never received anything and I've not been able to get a hold of anyone. My agent's name is supposedly Jay **** and phone number is (XXX) XXX-XXXX ext ***Business response
03/10/2022
Business Response /* (1000, 5, 2022/01/19) */ You have entered a complaint for documents for the Florida Department of State, which we are not. We, ********* are only the payment processor that Florida Department of State, and does not handle the documentation side at all. Please close this complaint and open a new one for this for Florida Department of State. Business Response /* (1000, 18, 2022/02/08) */ Hello Wilson, I am sorry for any difficulties you faced with getting in touch, and any difficulties you encountered with receiving materials. I am going to have an Incorporation Specialist from our organization contact you today to help address this matter for you.Initial Complaint
01/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a safe driving course and I was routed to a page where I had to type "I like cake" 100's of times with no result. Nothing changed and no new pages loaded. This is a scam and has nothing to do with a safe driving course. I tried to contact them and the timer to speak to someone said 9 minutes. It never stopped saying 9 minutes. We waited over a half hour and it still said 9 minutes. This company is a total scam and I want either my safe driving course marked as completed for having wasted my ENTIRE night, or I want a refund.Business response
01/31/2022
Business Response /* (1000, 5, 2022/01/18) */ Emailed the customer directly to resolve issue with security feature. Consumer Response /* (2000, 7, 2022/01/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) The response is satisfactory.Initial Complaint
01/08/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I registered for the course and due to a pandemic and getting sick was unable to finish within the 30 days. They Refused to let me start the course over after I went over 30 days. Told me I would have had to pay $3 extra in order to get the ability to restart, but you can only do that when you register for the course. So if I want to take it again, I would have to pay the full registration fee, plus the extra $3 in case I go over the 30 time period again. The phone in voice identity verification thing is terrible and failed me every time.Business response
02/09/2022
Business Response /* (1000, 5, 2022/01/18) */ Emailed customer directly to resolve issue with a free course. Consumer Response /* (2000, 7, 2022/01/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
01/03/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
We paid for the OSHA 30 training. There was a timer but the timer would always run out so that was disregarded. The employee taking the course was out of work due to COVID as they are only aloud to take this course on company time. When the employee came back to work the employee logged on to get an error message about the course being expired. She reached out and they said there was nothing they could do except offer half off a new course. The course is extremely lengthy so taking that again is unreasonable as she only had 2 classes remaining. She contacted OSHA in town since the course is offered through a third party. OSHA said since she completed her OSHA 10 that all she would need is 20 hours towards her 30. She reached out to the online course asking for her record nd they said they don't keep records? Any school would have to keep records but all of a sudden they can't? Oddly enough we had 2 other employees take their courses and ask for information after their course and the information was given to them but not the third employee.Business response
02/25/2022
Business Response /* (1000, 5, 2022/01/19) */ Emailed customer directly to resolve Consumer Response /* (3000, 7, 2022/01/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Even if they are saying I am passed my 180 days to be compliant with OSHA, I spoke with OSHA directly and they said my classes would suffice if I showed proof of them prior to the 180 days. The school refused to give me anything except offer a discount even though we already paid and now lost the $180. THey offered a discount of $60 Business Response /* (4000, 9, 2022/01/22) */ Reached out to customer via email to hopefully resolve the issue regarding the course expiring within 180 days from registration per OSHA's guidelines for an online course and in compliance with our terms and conditions set forth by OSHA. Unfortunately the customer was provided incorrect information as the course can not be extended as the Department of Labor will not accept a course that is completed outside the 180 days. I emailed the customer on 1/19/2022: Hello Fawn Gifford, I am following up on your BBB review complaint left on 1/7/2022 regarding your OSHA 30hr. I am so sorry that you are having issues getting back into the course once expired. Unfortunately, per OSHA regulations and guidelines, once the course is expired ( students are given 180 days to complete the course ) we cannot unlock the course and the customer will have to retake the course over. This is not a course provider regulation but a OSHA requirement. Osha will not accept a card that is over 180 days from the day they start it to the day its completed. Unfortunately, students will only receive credit specific to the program they completed, and the hours are not able to be transferred or combined. This again is per OSHA guidelines for an online course. I do understand how frustrating his can be, and we may be willing to provide a promotional code to have the customer retake the course for free or a discounted price. Unfortunately, without the student's information we cannot locate an account to see what we can do, but I would be happy to further assist and see what we can do! Thank you for your understanding and patience! I provided the customer an option for free course so they wouldn't have to repurchase the course at no cost. Customer not yet responded to my email. Consumer Response /* (4200, 11, 2022/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I went through all my emails and have no email on the 19th or any other day about resolving this issue. I ended up talking to a supervisor multiple times on my own and they offered me a discount but not for free. If they are will to have me take this course for free then they can reach out. Business Response /* (4000, 13, 2022/01/29) */ Hello, The email address I emailed the response too was ************************ on Wed 1/19/2022 at 11:23 AM to be exact. You can email me directly at [email protected] and I would be happy to provide you a free course. I apologize if you did not receive this email, however it was sent with no error or alert stating it failed. Thanks!
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
554 total complaints in the last 3 years.
125 complaints closed in the last 12 months.