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 20 locations, listed below.

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  American Safety Council, Inc.

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

  
• 

  American Safety Council

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

• 

  Traffic School To Go

  1955 Cleveland Avenue - Suite 201 Santa Rosa, CA 95401

• 

  New York Safety Council

  218 West Main Street Malone, NY 12953

• 

  TrafficSchoolToGo.com

  16133 Ventura Blvd Ph a Encino, CA 91436-2447

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:09/11/2024

  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 completed my 5 Hour New York Pre Licensing Course on July 2nd, 2024, and my completed certificate is still not posted to my DMV record.

  

  Business Response

  Date: 09/15/2024

  Good afternoon, 

  Thank you for reaching out. We understand your concern regarding the status of your 5-Hour New York Pre-Licensing Course certificate. Please note that this course is used solely for the purpose of upgrading your permit (Class D) license to a full driver's license. It is not added to your driving record.
  
  Once you complete the course, we report it directly to the **** allowing you to proceed with the next steps to obtain your driver's license. You will not see this course listed on your DMV driving record. If you have any further questions or need assistance with the next steps, please don't hesitate to contact us.

  Thanks!

• Initial Complaint

  Date:09/10/2024

  Type:Sales and Advertising 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 and signed up for a defensive driving course with a subsidiary of this company, ******** Safety Council, as to lower my car insurance premium. I paid $27.95. The course, which is online and had many security questions that had to be answered throughout, was going relatively smoothly, and I was 3/4 of the way through the program, when a box popped up on my screen saying I was out of security attempts. The thing is, I didn't answer any of the security questions wrong. When I reached out to customer **********************, they said I could restart without paying again, which is what I did. I restarted the program, only to get the very same point as last time, and have the program glitch out on me. I think because I didn't close the window in my browser, the program gets confused and thinks the user answered security questions incorrectly. When I notified customer **********************, they continued to say that I have to start over, and there's nothing they could do to rectify the situation. There is no warning or announcement on the website or in the program that indicates you have to close the window or logout completely to avoid this bug, so I asked for a refund. When I did, they ignored me and continued to say their refund policy doesn't allow for answering security questions incorrectly - except I didn't answer anything incorrectly. And they basically make it impossible to prove it. This has been a big waste of my time, much less my money. Turns out I'm not the only one who's had this experience - please take a look at these reviews: ******************************************************************************************. Thank you for your time, I hope to receive my money back and hopefully have this company shut down.

  

  Business Response

  Date: 09/11/2024

  Good morning, 

  Thank you for sharing your experience, and Im sorry to hear about the difficulties you faced with the course.

  Our online course is designed to allow you the flexibility to log in and out as needed, provided that you complete the course within 30 days of registration. We recommend logging out completely at the end of each session to avoid any confusion with the security verification questions. If you leave the session open, the system may mistakenly think youre still active, leading to issues with security questions and potential course errors. This practice is quite common in online platforms to ensure the security of the course and user data.

  We appreciate your patience and understanding as we work within the guidelines set by the state. Since you have experienced repeated issues, and in recognition of the inconvenience caused, we will provide a refund as a one-time courtesy. This is not our standard policy but reflects our commitment to resolving issues where possible.

  Your feedback is valuable to us, and well use it to improve our processes and user experience. If you have any further questions or need additional assistance, please contact our customer ********************** team.

  Thank you for bringing this to our attention.

  Customer Answer

  Date: 09/11/2024

   
  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 because they refunded me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/05/2024

  Type:Service or Repair 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 Sept I signed up for an online video driving class paying $28.90. I watched the first module and took the quiz. According to the results I failed the first two quizzes. I never saw the results or what I did wrong. I took the quiz a third time, I submitted once again waiting on the results. A screen came up stating that I had exceeded the permitted quiz failures and therefore required to re-register.I had only gotten through the first module, never saw the results, and yet they were asking for more money. This is a scam!! They should not be permitted to do this!I reached out to the company and they said I failed three times. I requested results to quiz, results were never provided.I requested a refund. They highly recommend that i repurchase the course!!!Please help me get my money back.Thank you!****** ******

  

  Business Response

  Date: 09/08/2024

  Good morning ****** ******,

  Thank you for reaching out and sharing your experience with us. We understand your frustration and are here to assist.
  
  After reviewing your account, we can confirm that all three quiz attempts were taken, and we do see the correct and incorrect answers selected. However, we apologize for any confusion caused by not being able to view your quiz results. This is not a common issue with our course, but we will certainly look into it to prevent it from happening again.
  
  As a courtesy and to ensure you can complete your course, we are happy to offer you a free promotional code to re-register for the course at no additional cost.
  
  We appreciate your understanding and are committed to making sure your learning experience improves moving forward.
  
  If you have any further questions or concerns, please don't hesitate to reach out.

  
  

  Customer Answer

  Date: 09/08/2024

  I read the response from the business and I reject their offer. I am requesting a full refund.

  As the attached certificate shows, I went to different, more honorable school. Took the course and passed. Wise school gave you opportunity to review, and take the test multiple times until you got 80%. 

  I am convinced that Florida ********************* is a scam. I dont believe the reviews are not true, which I followed. 
  

  After communicating with them I discovered the school is under another name, American Safety Council, Inc. the reviews under this name shows that many others have share my same experience. 
  

  You are locked out and required to repay. 
  

  Again, I am requesting a full refund from this company.

   

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22242316
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 9/8/2024 9:32:12 AM
  

  I read the response from the business and I reject their offer. I am requesting a full refund.

  As the attached certificate shows, I went to different, more honorable school. Took the course and passed. Wise school gave you opportunity to review, and take the test multiple times until you got 80%. 

  I am convinced that Florida ********************* is a scam. I dont believe the reviews are not true, which I followed. 
  

  After communicating with them I discovered the school is under another name, American Safety Council, Inc. the reviews under this name shows that many others have share my same experience. 
  

  You are locked out and required to repay. 
  

  Again, I am requesting a full refund from this company.

   

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

  

  Business Response

  Date: 09/11/2024

  Good morning, ****** ******

  
  Thank you for your feedback. Im sorry to hear that youre dissatisfied with your experience and appreciate you taking the time to provide your feedback and explanations of rejection.
  
  Id like to clarify a few points regarding our course structure and refund policy. Our promotional code is offered to allow you to retake the course at no additional cost, as we understand the challenges of meeting state requirements. This course structure, including the use of quizzes rather than a final exam, aligns with our agreement with the state and was clearly outlined in our terms and conditions, as well as on our website prior to registration. This information was also included in the course introduction.
  
  
  We are not requesting repayment because we believe in providing value and support. We understand that you found a different approach with another provider, and while we respect your choice, our procedures are designed to comply with state regulations and ensure the integrity of the certification process.
  

  
  

• Initial Complaint

  Date:08/31/2024

  Type:Service or Repair 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 2 NY Defensive Driving Courses from the NY Safety Council and they did not work. I spent over three hours on the helpline with three different people. They had never seen the issue that was coming up for me. I had another person sign onto another computer using my user ID and password, and they had the same issue. The first helpline person I spoke to referred my issue to the technical assistance folks and said they would call back. I called back a week later and spent an hour on the phone with someone, he could not resolve it so he recommended I cancel the courses and he would generate a refund, and then purchase the courses again. We made a mistake and only cancelled one course and he refunded only one course. The same issue came up. The course would not work. He hung up on **** called back immediately and got another person, we went through the same. The course expired on the day I purchase them and the screen does not take me to the courses. After awhile, he hung up on me and a post survey started. The attached document outlines they entire process with dates, copies of emails and receipts for payment and partial reimbursement. I would like the remainder reimbursed and I will find another course to take.

  

  Business Response

  Date: 09/01/2024

  Good morning, ************************************!

  Thank you for bringing this to our attention and for providing such detailed information about the issues you've experienced. I sincerely apologize for the inconvenience and frustration this has caused. Weve reviewed your case, and I can confirm that the second refund was processed today. You should see the refund credited to your account within 3-5 business days.

  
  Please dont hesitate to reach out if you have any further questions or concerns at the email *************************** We appreciate your understanding and hope you find a suitable course that meets your needs.

• Initial Complaint

  Date:08/29/2024

  Type:Service or Repair 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 called American Safety Council multiple times to speak to someone about my certificate to no avail. I find myself waiting on hold for a long time. No one answers the phone; I need a copy of my certificate email to me so I can get the insurance discount on my new policy. I tried to chat with someone online, but could never chat with anyone. Please, help! I need a copy of my certificate. Thank you!NYS Defensive Driving course:Order ID#: ******* Qty: 1 New York IPIRP Streaming Video Course$29.90 NY DMV Processing Fee$8.00 Total$37.90 Payment Details Name:**** ********************************* Card Type:visa Card Number:XXXX XXXX XXXX 9303 Expiration Date:2/2028 Note: If you have a purchased this course as a gift, right-click on the green button to copy the link, and send the link to the gift recipient.Powered By:Fusion: A Certus Solution

  

  Business Response

  Date: 09/01/2024

  Good morning, 

  Thank you for reaching out and sharing your concerns. We apologize for the difficulties you've encountered in trying to contact us regarding your certificate.

  We understand how important it is for you to receive your certificate promptly, especially for your insurance discount. However, please note that we are unable to email the certificate of completion because it is printed on special watermarked paper, which ensures its authenticity and compliance with New York State regulations. The certificate must be mailed to you, and this requirement has been explained on multiple occasions.

  Rest assured, your certificate is being processed and will be mailed out to you as soon as possible. We appreciate your patience and understanding in this matter.
  

• Initial Complaint

  Date:08/28/2024

  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.

  On 8/18/24 I purchas** a drivers ** course for my homeschool** daughter through their website for $55. When she tri** to login to the account, it provid** an error message stating we ne**** to provide additional information (I still have the emails as proof if necessary). I sent an email to them explaining the situation. They then respond** that we ne**** to provide a letter from our county stating they approv** my daughter being homeschool**. I have not receiv** this letter yet (our counties deadline was 8/1/24). I have chatt** twice with them trying to get a refund and now the *** stat** I have to pay a $5 admin fee because the account is open. This is NOT true because we couldn't even get in to see the course. I was provid** a phone # but when I call** it said they are not receiving calls. I would have provid** the 2nd chat conversation but the *** cut me off. It is ridiculous that there is no phone # to call someone. I would like a full refund of $55!

  

  Business Response

  Date: 09/01/2024

  Hello ***************************,

  Thank you for bringing this to our attention. We sincerely apologize for the frustration and inconvenience you have experienced regarding your daughter's driver's ed **************** have reviewed your case, and I am pleased to inform you that the full refund of $55 was processed on August 29, 2024. Please note that the refund should arrive within 3-5 business days, depending on your bank's processing time.

  We understand your concerns and regret any confusion regarding the login issues and the requirement for additional documentation. We are committed to improving our communication and service.

  If you have any further questions or need additional assistance, please do not hesitate to reach out. We appreciate your patience and understanding.

• Initial Complaint

  Date:08/25/2024

  Type:Service or Repair 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.

  Purchased 2 learners permit courses (for twins) One completed including passing all exams after 7 hours going through all modules and it still showing not completed even though I screen shor showing he had passed and the other it will not let her take the final driving exam. unable to reach anyone through chat and emails sent are returned as undeliverable, I used this company because it was used two years prior for a different child with no issues but now after reading all the reviews apparently this company has turned into a scam. I am disappointed as both children spent numerous hours taking these courses just to find out I have been scammed out of a good bit of money. i will be calling credit card company to dispute charges.

  

  Business Response

  Date: 08/26/2024

  Good morning *****,

  We sincerely apologize for the inconvenience and frustration youve experienced. We understand how important it is for both of your children to successfully complete their courses and exams, especially after putting in so much time and effort.
  
  Please be assured that both students' Traffic Law and ************************* (TLSAE) Courses have been completed and successfully reported to the Florida ***. We have received confirmation ack from that that they have received the results. 

  ******'s reporting/confirmation #: 45728293

  ******* reporting/confirmation #: 45728077

  Regarding the Florida permit exam, the *** has recently transitioned to a new testing application with more stringent guidelines for taking the online permit exam. These changes have made the process more challenging, but they are required by the state.
  
  Based on the situation described, we are happy to offer you a promo code to re-attempt the permit exam at no additional cost. We want to ensure that your children have every opportunity to succeed.
  
  Here are some important guidelines that must be followed to avoid issues during the permit exam:
  
  The Exam must be completed within a 1-hour, undisrupted, session
  You must not navigate your cursor off the page, open another browser, refresh the screen, or leave the exam page until you have finished the exam
  You must respond to each individual question within 3 minutes; if not responded to, the exam will auto-fail
  Your session cannot be inactive for over 2 minutes
  You must answer 40 out of 50 questions correctly. If you miss 10 questions, you will automatically fail and not be able to complete the entire exam
  

  We apologize for the difficulties youve encountered in reaching us through chat and email. Please contact us directly at *************************** and well ensure that this issue is resolved promptly. We understand your concerns and are committed to making this right. Thank you for your understanding and patience!
  

   

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22194485
  
  I am rejecting this response because: I believe the response is a farse for the following reasons,  How can both children successfully passed and results been sent to the state when only one of them fully completed both required exams. One child did not even start driving exam because of issues with their website, I have contacted the state and they have nothing showing the children took or passed exams and I was informed that if using a legitimate site it would be done automatically and results would be available immediately. And why would I want a discount code to retake a test on a website that has issues and does not allow completion on certain parts. Your chat option does not work the email provided is returned undeliverable and the phone number provided you can not reach a human just continuously automated. 
  
  Sincerely,
  
  ***** ***************************

  

  Business Response

  Date: 08/27/2024

  Good morning, 

   

  I apologize for the confusion! What I was referring to was the drug and alcohol course. This is different from the permit exam. This course covers how alcohol and other drugs affect your ability to drive, laws and responsibilities, safe driving techniques, and how to increase your awareness on our roadways. First time Florida drivers need to complete a 4-hour Traffic Law and ************************* course (Drug and Alcohol), before applying for a Learner's Permit or driver's license. As stated previously, both of your children successfully completed this course, and it was reported directly to the state.

  The permit exam, which is the driver license knowledge exam. This is the exam that was unavailable due to the issues you reported, so they were not completed. I offered a promotional code for each student to try and retake the exam since this is not a every occurrence issue. I will go ahead and approve the refund for both permit exams, however again the drug and alcohol courses have already been completed and reported to the *** already, so we wouldn't be able to provide a refund there.

  As for the communication, I do sincerely apologize for the difficulties you faced while trying to get ahold of customer **********************. Our hours of operations are Monday through Friday 9AM-5PM EST, and the number is **************. Our chat hours are Monday-Friday 8AM-10PM EST. Emails should be sent to ******************* and usually take a minimum of 24 hours to be responded to, due to the volume we get there. Rest assured, we are not a scam, we are fully approved by the state of Florida to provide these services, however with the change the state mandated recently, we are trying to work out issues within the permit exam, which is causing our call center volume to increase. We do apologize for the experience you have had with our company; this is by no means handled lightly and are working out solutions to these issues. We thank you for your time and efforts to being these issues to light and appreciate your feedback, even if its negative feedback. We are here to provide services in a easy and effortless way, and I'm sorry that was not your experience. 

  As promised, I have refunded the permit exams for both ******* and *****, please allow 3-5 business days for that refund to arrive.

   

   

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22194485
  
  I am rejecting this response because: ************ only reached out and tried to amend situation after complaint filed. You advertise and I paid in full for complete course not separate. I was also charged two different prices one child was $ ***** and the other was $51.90 as a state processing fee was charged. Once again, I already contacted the *** and no records were found of either child completing any portion of testing. I do have screen shots of all screens showing the dashboards the children completed but yet still showed incomplete. I also have screen shot of driving test that one child completed and passed but showing on your site as not taken. I have read multiple reviews stating they have had the same issue. I have filed a dispute with my cc company. I will also file a complaint with the state of Florida if necessary.
  
  Sincerely,
  
  ***** ***************************

• Initial Complaint

  Date:08/12/2024

  Type:Sales and Advertising 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 8/12/24, I searched for defensive driving courses. I've attached a screenshot of an ad that promotes $12.95 as the cost. When I clicked on the link, it took me to a page for $14.50. While it is a very small discrepancy, nonetheless it is false advertising. That needs to be corrected and I am due a refund. I called the number on their website before filing this complaint and was on hold for over 11 minutes.

  

  Business Response

  Date: 08/13/2024

  Good morning *******************, 

  We are so sorry for the pricing discrepancies. The price should reflect the $14.95 amount. Unfortunately, what you see is a ****** advertisement that *** not have been updated from a previous promotion or a ****** advertising from an older algorithm. I have passed this along to our marketing team to review and make changes if able. I will go ahead and provide the price difference due to the inconvenience this has caused you! We are terribly sorry for the confusion! We do however thank you for bringing this to our attention to be looked into and resolved! Please expect the $2.00 refund to reflect on your account within 3-5 business days! Feel free to contact us back if you have any questions or concerns! 

  Thanks!

  
  

  Customer Answer

  Date: 08/13/2024

   
  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

  Date:08/11/2024

  Type:Customer Service 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.

  August ******* I signed up to take defensive driving class with this agency . They asked me over 25 security questions and voice recognition submissions. I was just about to finish course and they asked me for voice recognition which was correct. Then they asked me security Question which when I submitted answer I remember thinking I liked all the questions. When I got what flavor ice cream I liked I got it wrong. Then they blocked me from the course and said that I had to reregister and pay again and take the course all over again. Now after giving all these security answers and voice recognition I am wondering if this is a scam. I tried chatting with them and was told to go to website. Went to website left message. They advertise 24/7 but it appears customer ********************** is nonexistent. There are many customers complaints about customer ********************** and people having the same problem.The course is advertised for $24.95 and I paid ***** with promo code for being ny resident. It is funny they blocked me just when I was almost finished the course. I would like to finish the course and get my certificate. Thank you.

  

  Business Response

  Date: 08/13/2024

  Good morning ***********************, 

  We are so sorry to hear that you were frustrated with your course experience. We would like to thank you for your feedback as we are always looking to improve the experience for our users, and really appreciate your time. After taking a closer look into your account, I see that you have finished your course, and the certificate is set to be shipped out today. It should take between 7-10 business days to arrive! Please feel free to contact us back if you have any additional questions or concerns! 

  Thanks! 

• Initial Complaint

  Date:08/10/2024

  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 for a defensive driving course that I have taken before in order to get 10% off my insurance policy. I was halfway through the course when I accidentally answered two "security" questions wrong, which immediately blocked me from resuming the course. I spoke to two representatives that said that even though this wasn't my fault as it was merely an accident where I accidentally hit the wrong answer, I have to start the course from the beginning. I then said that if that's the case I want a full refund and I am unable to get this refund. I want to either be able to resume the course from where I was unjustly blocked from it, or get a FULL refund.

  

  Business Response

  Date: 08/13/2024

  Good morning *************************,

  We are so sorry to hear that you were frustrated with your course experience. We would like to thank you for your feedback as we are always looking to improve the experience for our users, and really appreciate your time. For the specific program you took, at the beginning of the course a set of "personal validation questions" are asked in order to create an answer key for the student. The student's responses are saved in a database, and the questions are later asked at random as the course progresses. 

  The intention of this practice is that the proper student participating in the course will know their own answers (as they created their own self-assessment answer key) and should be able to correctly validate. It is possible that if a student did not carefully read the initial questions or carefully select their answer, the original responses saved may not be in line with the student's actual self-assessment causing them to get future questions "wrong", though this depends on the student's engagement, and it is not a bug with the course. It is true that students who are unable to successfully validate after several attempts will be excluded from the course and need to re-register.
  
  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.
  
  As a onetime courtesy, I will provide a full refund due to the inconvenience this has caused you. This is typically something we do not do and is outside of our normal policy. Please allow 3-5 business days for this refund to return back to your account. 

  Please feel free to contact us back if you have any additional questions or concerns! 

  Thanks! 

  
  
  

  
  

  Customer Answer

  Date: 08/13/2024

   
  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,
  
  *************************