Complaints

This profile includes complaints for American Safety Council, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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American Safety Council, Inc. has 25 locations, listed below.

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  American Safety Council, Inc.

  225 E Robinson St STE 570 Orlando, FL 32801-4339

  
• 

  New York Safety Council

  218 W Main St Malone, NY 12953-9500

• 

  New York Safety Council

  218 West Main Street Malone, NY 12953

• 

  Traffic School To Go

  1955 Cleveland Avenue - Suite 201 Santa Rosa, CA 95401

• 

  American Safety Council

  32401 8 Mile Rd Ste 111 Livonia, MI 48152-1301

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:09/03/2022

  Type:Product 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.

  I signed up thru first time driver for my son to do online 24 hour course. They swiped my bank account of $100+ dollars in a matter of seconds without caring if I am who I claim to be using my card but then claim they need to verify my identity to start the course. Neither question applies to me but the second one was close to a street I lived on 25 years ago...selected correct zip code for it but immediately got locked out for at least 24 hours!! Unacceptable time when again, took money from this "unidentified" persons bank account. Been on hold now for 23 mins with no wait time provided or response. Calling bank to dispute this charge. Do not give your bank info to this SCAM!

  

  Business Response

  Date: 10/06/2022

  Business Response /* (1000, 5, 2022/09/07) */ Emailed the customer directly at ********************* on 9/7/2022 at 3:12pm. I was unable to locate the customers account with the information provided here in BBB. Email Transcript: Hello ***********, My name is Heather from the escalations team here at American Safety Council. I am following up on your BBB review complaint left on 9/3/2022 regarding your son's course. I am so sorry for any inconveniences and frustrations this has caused. I would be more than happy to assist you. Unfortunately, I was unable to locate your son's account with the information provided in the BBB complaint. Can you please provide your son's first and last name along with his registered email address and username/order ID number so I can take a look at the billing issue! Thanks! Consumer Response /* (3000, 7, 2022/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) My son's last name is *******. i have uploaded the payment confirmation page for order #********. I am trying to avoid too much personal info to protect from identity hacking so if this is still not enough info please call me. I contacted the bank same day and was told I could not dispute until payment was posted which just happened yesterday. After reading similar issues from others experience on the BBB site I realize this is an ongoing issue with your company. If you are a legitimate service you should work hard to correct the issue that the only way to communicate with your company is filing a BBB complaint. Please confirm payment will be refunded or if I need to continue with bank dispute. Business Response /* (4000, 9, 2022/09/11) */ Responded back to the customer via email to get issue resolved, waiting for parents information to bypass the EVS security alert so the customer can continue to the course. Consumer Response /* (4200, 11, 2022/09/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) This business antics is outrageous and needs to only be resolved by issuing me a full refund. I am hoping to have the option to attach the business latest email as further documented proof of my initial claim of fraud. Business states they are following "OK DMV" rules of verifying parent. I am a lifelong resident of Ohio and therefore the data should be associated with OH BMV. Further I believe that this business is pulling data from a poor third party source as the 2 security questions asked which county I've lived- none of the 4 do I recognize as Ohio counties, the 2nd question had a horrible misspelling of a street address and Ohio BMV would have accurate spellings. There is proof in business responses that I have NEVER got logged into the site at all hence FULL refund is applicable. The business is aware they are pulling erroneous data from their source which is why they are now emailing me requesting my full name , full address, dob and last 4 of social to "bypass" the state "required" identity verification??!! I believe BBB has handled this as accurately and fairly that is within their authority. I plan to continue with my dispute thru my bank tomorrow as well as lodge a complaint with the Ohio Atty General office because it is clear to me that this (among others probably) has found a way to scam parents with taking advantage of the Covid pandemic forcing online testing. I have now found OHIO driving schools offering in class education again and will be going that legitimate route instead. Business Response /* (4000, 14, 2022/09/14) */ Hello ***********, While we respect and understand your concerns, we are confident and stand by our verification process as this is a regulatory requirement put in place by the state of Ohio. This course is approved by the Ohio Department of Public Safety (*********). We can be found on the Ohio DPS website's list for approved online driver ed courses under the name American Safety Council: https://services.dps.ohio.gov/DETS/Public/Schools?SchoolType=6 The 3rd party verification portal is directly recommended by the state of Ohio, and we are confident that it working properly. The misspelled street address is a way to challenge users to make sure they are paying close attention to the names of the address. Unfortunately we do not have any way to change this as this is not our program. We are sorry to hear that you would like a refund instead of moving forward with the approved online course. I would be happy to provide a full refund. Please allow 3-5 business days to receive these funds back to the card used to purchase the course. I will also send out a refund receipt showing the refund was placed and processed today. Please let us know if there is anything else we can be assistance with! Consumer Response /* (2000, 16, 2022/09/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Full refund is acceptable resolution. Thank You.

• Initial Complaint

  Date:09/02/2022

  Type:Product Issues
  Status:

  AnsweredMore 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.

  I purchased the 5 Hr Pre-License course on the New York Safety Council website on 8/31 for $49.99. I immediately started the class. I was able to get through 65% of the class before it locked me out after rejecting my biometric security response. I have attempted to call the phone numbers and to chat as instructed but no one ever responds. This has been going on for the last 2 days. I feel scammed out of my money. I was attempting to purchase my first car and was trying to hurry up and do the class so I can schedule my road test, get my license and purchase my car. Everything is now in jeopardy because they won't respond. My order *********

  

  Business Response

  Date: 09/20/2022

  Business Response /* (1000, 5, 2022/09/07) */ Emailed the customer directly at ******************** on 9/7/2022 at 3:00PM. Course has been completed and the customer was able to get assistance. Email Transcript : Hello ***** ****, My name is Heather from the escalations team here at American Safety Council. I am following up on your BBB review complaint left on 9/2/2022 regarding your New York 5-Hour Online Prelicensing Course. I am so sorry for any inconveniences and frustrations this has caused. I would be more than happy to assist you. First, I would like to sincerely apologize for the delay in response. I understand this can be very frustrating when you cannot contact a representative via live chat, phone or email in a timely manner. I apologize for this delay in response, at this time we are experiencing unusually high contact volume, so our response time has been affected. We are taking actions to respond as quickly as possible and thank you for your patience and understanding. In any case, one of our biggest priorities is customer satisfaction, and I'm so sorry we fell short. After reviewing your account, it does appear you were able to reach customer care and get your course completed on 9/3/2022. At this time, your notification of completion email was sent out on 9/3/22, 1:16 AM to the email address ********************. Please feel free to contact me here directly for any additional questions or concerns!

• Initial Complaint

  Date:09/01/2022

  Type:Product Issues
  Status:

  AnsweredMore 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.

  I registered with American Safety Council and applied for their 5-hour defensive driving course online($49.00). I started the course and on one of the sections once I completed it I hit continue and it would not allow me to go on to the next section. I called for assistance, I've sent email and a message on live chat and no one has contacted me or answered the phone. I would like my money back so I can go somewhere reputable and complete the course. Please assist. It's been three days with no contact. I have 27 days to complete the course with them and if I don't I lose my money.

  

  Business Response

  Date: 10/14/2022

  Business Response /* (1000, 5, 2022/09/07) */ Emailed the customer directly to either provide assistance or grant refund request. Emailed customer at *************************** on 9/7/2022 at 2:49PM Email Transcript: Hello*****************, My name is Heather from the escalations team here at American Safety Council. I am following up on your BBB review complaint left on 9/1/2022 regarding your New York 5-hour pre-licensing course. I am so sorry for any inconveniences and frustrations this has caused. I would be more than happy to assist you. First, I would like to sincerely apologize for the delay in response. I understand this can be very frustrating when you cannot contact a representative via live chat, phone or email in a timely manner. I apologize for this delay in response, at this time we are experiencing unusually high contact volume, so our response time has been affected. We are taking actions to respond as quickly as possible and thank you for your patience and understanding. In any case, one of our biggest priorities is customer satisfaction, and I'm so sorry we fell short. I would like to provide you my full and direct attention and provide a solution to your issue. If you would like to proceed with the refund, please respond back with the last 4 of the card used to make the payment and I will start that processing in the full amount of $49.00. Again I am so sorry for the inconveniences and frustrations this has caused!

• Initial Complaint

  Date:08/30/2022

  Type:Billing Issues
  Status:

  AnsweredMore 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 May 25th 2021 my daughter completed the Basic Driver Improvement course through the American Safety Council. They took our money and she completed the course and has the certificate. However they never submitted to the state and the points are on her license. DO NOT USE THIS COMPANY!! None of the phone numbers work, no answers on email or on line chat. This is a scam and it's still on the Michigan list of approved courses.

  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/09/07) */ Emailed the customer to further assist. Since no account can be located at this time, will be asking for account information to locate and provide assistance. Emailed customer on 9/7/2022 at 1:39PM Email transcript: Hello ***********, My name is Heather from the escalations team here at American Safety Council. I am following up on your BBB review complaint left on DATE regarding your COURSE. I am so sorry for any inconveniences and frustrations this has caused. I would be more than happy to assist you. First, I would like to sincerely apologize for the delay in response. I understand this can be very frustrating when you cannot contact a representative via live chat, phone or email in a timely manner. Unfortunately, I was unable to locate your daughter's account with the information provided in the BBB complaint. Can you please provide your daughter's first and last name along with her registered email address and username/order ID number so I can take a look at the reporting issue. Thanks!

• Initial Complaint

  Date:08/28/2022

  Type:Product Issues
  Status:

  AnsweredMore 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.

  The problem is that the program timers take way too long for the information that is provided. When it is time to call in for a voice recognition, that is also timed. Therefore, I miss the timer and have been locked out of the course. This should not be timed since I have paid for this course to begin with! Since I have been locked out, customer service will not unlock it and they refuse to give my money back or refund for a program that was not even provided. Can I start a business and not provide services paid for?

  

  Business Response

  Date: 09/20/2022

  Business Response /* (1000, 5, 2022/09/07) */ Emailed customer at ******************** on 9/7/2022 at 12:10PM AM to resolve issue directly. Email transcript: Hello******* ******** My name is Heather from the escalations team here at American Safety Council. I am following up on your BBB review complaint left on 8/28/2022 regarding your New York defensive driving course. I am so sorry for any inconveniences and frustrations this has caused. I would be more than happy to assist you. Unfortunately, this system does have check points in the course that are regulatory requirements from the states DMV, but we are sorry to hear that they were frustrating for you. The Biometric system is looking for similarities in your audio sample from your original training sample, so if there is variance (like excessive background noise), that can trigger a review from the system. One requirement to pass this voice biometric feature is to make sure you are calling in and entering your student ID number within the (1) minute and 30 seconds. Once you have called in and entered the 4-digit student ID number, the timer will end, and you will have all the time you need to complete the recording as prompted. The timer is initially put in place to make sure that customers are actively completing their course since there is a time requirement of 30 days from the date of registration to complete it. We do allow a one-time unlock for time expiration in the event that a customer does get locked out for time expiration. Your one time unlock was provided on 8/28/2022 at 10:08AM via a phone representative. The 2nd lock for time expiration occurred later that day at 11:20AM. As a courtesy we did offer you a promotional code since we are unable to unlock the account per New York state regulations. Since the course is considered to have failed due to the time expiration policy under the voice biometrics, we cannot provide a refund. You can verify this refund policy here: https://www.newyorksafetycouncil.com/refund-policy/#: :text=Failure%20to%20pass%20identity%20validation%20requirements%20(including%20biometrics%2C%20security%20questions%20or%20any%20other%20required%20methods%2C%20per%20course%20guidelines)%3B . This policy is also mentioned under our terms and conditions which can be found here: https://www.newyorksafetycouncil.com/terms-and-conditions/#: :text=Our%20courses%20include,to%20complete%20training. This policy states "Our courses include course elements as required by the state regulating agency for that course, which can include course expiration dates, course timers, learning assessments and identity validation requirements. Students who are excluded from training for failure of any required course elements will be required to re-register to complete training." We typically do not provide any free courses ( promotional registrations) for any failed courses to those who are not premier pass members, but in this case, we did try to make an exception to provide assistance within our policy. I apologize about the inconvenience and frustrations this has caused. I can still provide you that promotional code if you do decide to accept it!

• Initial Complaint

  Date:08/18/2022

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  I have purchased a course for defensive driving and competed it on the same day, however, I haven't received my certificate even though it's been more than two weeks, given that I even paid for rush processing. They don't respond to emails or phone calls and I have a court date to show the certificate, but I don't have one.

  

  Business Response

  Date: 09/16/2022

  Business Response /* (1000, 5, 2022/08/23) */ Emailed the customer directly to resolve issue. It appears the course was not finalized due too no drivers license number being entered. Email transcript on 8/23/2022 at 2:oo PM EST Hello *************, My name is Heather from the escalations team here at American Safety Council. I am following up on your BBB review complaint left on 8/18/2022 regarding your Texas defensive driving course. I am so sorry for any inconveniences and frustrations this has caused. I would be more than happy to assist you. After reviewing your account further, it appears that we are missing your driver's license number, which is required for reporting and proper finalization for the certificate. Since we do not have this information, the certificate is not generated and was not finalized. Unfortunately there should have been a notice that would have notified you of this missing information, somehow this notification was not showing in your account. I am so sorry about that inconvenience. If you can, please respond here with your driver's license number and state and I can make these updates and send you a certificate of completion. Thanks!

• Initial Complaint

  Date:08/15/2022

  Type:Delivery 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.

  I paid for and completed ASC program for Defensive Driving - NY on July 28. I have not received my Cerficate of Completion. I have not been able to speak to customer service, the phone rings for 30 minutes - no answer. I want my certificate!

  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 5, 2022/08/23) */ Emailed customer directly to resolve the issue. Email transcript 8/23/2022 at 1:35pm EST Hello **************, My name is Heather from the escalations team here at American Safety Council. I am following up on your BBB review complaint left on 8/15/2022 regarding your New York DMV Approved Defensive Driving Course. I am so sorry for any inconveniences and frustrations this has caused. I would be more than happy to assist you. Afte reviewing your account, it does appear that the initial certificate was mailed out on 7/28/2022 to the address ****************************************. According to our records, the certificate was not returned back to us, so we have to assume it arrived and was thrown out mistakenly or was lost in USPS mail before arriving. It appears a duplicate certificate was requested yesterday at 1:02:12 PM, and was mailed out the same day to the verified address : ******************************************* I have attached a UNOFFICIAL certificate here for your records only, as a courtesy. Please note: this unofficial certificate cannot be used as an official certificate for DMV or for court purposes. Please let me know if there is anything else I can help you with today! Consumer Response /* (2000, 7, 2022/08/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have received the certificate and thank Heather for her quick response.

• Initial Complaint

  Date:08/12/2022

  Type:Product Issues
  Status:

  AnsweredMore 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.

  I purchased this defensive driving course 7/14/22. If Not completed by 8/13/22, I will have to take re register and pay agan. Today is 8/11/22, why is my account locked out because of a timed out page, telling me I have to re register and pay again. Each class is $30 NOT $24. This website is a scam. Do not take their business. They will take your money and you cannot get an agent to help nor be able to get back into your account. I have been trying to call them and I am on hold for 40 minutes. My goal is complete the course to get my defensive driving certification. If not possible, I want my money back because this website seems to be a scam. Claiming to be nys dmv approved.

  

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/08/23) */ Emailed the customer directly to resolve and provide clarification on why they were locked out. Email Transcript 8/23/2022 at 10:33PM EST: Hello *************, My name is Heather from the escalations team here at American Safety Council. I am following up on your BBB review complaint left on 8/12/2022 regarding your New York defensive driving course. I am so sorry for any inconveniences and frustrations this has caused. I would be more than happy to assist you. After reviewing your account, it appears you were locke dout for quiz failure. Students are required to pass their module quizzes within 3 attempts. It appears that on module 2 quiz, you attempted the quiz 3 times and failed all 3 attempts. The representatove that you spoke too on 8/11/2022, did offer you a promotional code to re-register for free. I see you used that code on 8/11/2022 and re-registered. Our courses are priced at $24.95 with no additional add on's, which are optional and not required. I see that you initially paid the $24,95 course fee. Are you seeing that the price shows $30 ? Again, I do apologize for the inconvience and misundertsnding on why you were locked out. Per state regulations, we are unable to unlock any failed courses. We did offer the free course to re-register, which is unfortunately all we can do in these cases to stay complaint with the state of New York. Please let me know if there is anything else I can help you with!

• Initial Complaint

  Date:08/08/2022

  Type:Product Issues
  Status:

  AnsweredMore 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.

  After paying and having a login to the site, it turns out its unusable. The question for ID verification are clearly not hooked up a to a backend for true verification and the questions they ask are even dubious. I've been unable to get Customer Service on the line. I have to take this class and now because of this I am almost out of time and have to go to a different company. I would like a 100% refund.

  

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 5, 2022/08/10) */ Hello **********, I have actually previously responded via email to your request on Monday at 5:28pm. Please see the email transcript below: Hello **********, My name is Heather from the escalations team here at American Safety Council. I am following up on your BBB review complaint left on 8/8/2022 regarding your New York Safety Council course. I am so sorry for any inconveniences and frustrations this has caused. I would be more than happy to assist you. Firstly, I would like to sincerely apologize for the misunderstanding or troubles you have encountered using our identity verification system. I see here you initially registered for our Online Traffic School New York course which does use a 3rd party electronic verification system which using your personal information that is matched within the state of New York DMV. Unfortunately, with this EVS system, when it fails, we cannot bypass this information or lock, so we do provide a promotional code for the American Safety Council version of the New York Safety Council version since this course does not use the EVS identity verification. Instead of the EVS method, this course uses a security question and voice biometric verification method to verify your identity which is required to provide the course online by the state of NY. I do see that a promotional code was provided to you " **************" on 7/21/2022 and was registered for the ASC NY course on 7/21/2022. I see you were having issues with the security questions and log-in issues. Were you still requesting a refund or the initial OLTS New York Defensive Driving course or did you want additional assistance with logging in? Consumer Response /* (3000, 7, 2022/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Referenced email was never received. Want a full refund. Have moved on with a different company. Business Response /* (4000, 20, 2022/09/23) */ Hello, I am not certain why you did not receive the last follow up we provided and apologize for the delay with further follow up. Reviewing your account, I do see that on 9/7/2022 we issued a full refund in the amount of $29.95, per your request. We regret that the course access was not able to be resolved and that a refund was necessary, but we hope that you consider the matter resolved. Please let us know if there is anything else we may assist you with.

• Initial Complaint

  Date:08/02/2022

  Type:Product 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.

  I reached out to the company since I was locked out due to security. I tried to explain to Manny that the answers to the questions were incorrect and I now know why. I initially signed up on a cellphone and the browser on the phone staggered the multiple choice answers who were recorded incorrectly. I was now completing the course on a computer and Manny tell me that I created false answers when I told his its untrue. I have been using this company for 12 years....am a repeat customer 4th time. I have successfully completed the course many times. I am requesting a refund since the website and course are no longer working properly...constantly disconnecting my service and no one answering the phone number or chats.

  

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 5, 2022/08/08) */ Emailed the customer at ******************* to resolve issue. Email transcript: 8/8/2022 at 3:22pm Hello ***********, My name is Heather from the escalations team here at American Safety Council. I am following up on your BBB review complaint left on 8/2/2022 regarding your New York Safety Course. I am so sorry for any inconveniences and frustrations this has caused. I would be more than happy to assist you. First, I would like to sincerely apologize for the delay in response. I understand this can be very frustrating when you cannot contact a representative via live chat, phone or email in a timely manner. One of our objectives, as an approved course provider, is to remain compliant with State regulations for course providers. In part, one of the requirements is validating student participation, and upon failure, students must be excluded. I understand there may have been an issue when you first set the answers up. As a result, unfortunately this caused you too failed the course. Since you are a valued customer, I am willing to provide a promotional code to re-register at no cost. Would you be interested in this option? Thanks! Consumer Response /* (2000, 7, 2022/08/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was offered the chance to complete the course, which I accepted since I had already invested a few hours sitting through the course and dealing with chat/CR reps. This time around though....I had no issues. I took the course in a quiet room and didn't have issues with the biometrics.