Complaints

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:12/04/2023

  Type:Order 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.

  Company has blocked access to product. They have indicated that, We are not revoking your lifetime access; it will be retained and that, the possible reasons accounts are flagged, (1) multiple IP addresses, (2) multiple devices and/or (3) consistently changing exam dates. The company website, indicates that, "With the convenience of a course you can access on web or mobile, you can ditch the classroom and study anytime, anyplace, ensuring that your LSAT prep fits into your schedule" More specifically the company appears to allow you to use multiple devises, however is then using the fact that I may log in a work or on my IPAD as a basis to lock my account. In conclusion, it appears the company's actions are capricious and arbitrary and an attempt to create an unwarranted procedural barrier to my lawful use of the product I purchased. I have attempted to resolve, however the organization has indicated that I must provide proof of an upcoming LSAT in order to access the service. No such obligation appears to exist in the term and agreement that existed when purchasing the product and I should be able to access the service at my leisure. More specifically the company does not honor its obligation to provide the product I purchased.

  Business Response

  Date: 12/18/2023

  Our CEO, **********************, reached out to ******* and helped to resolve this matter. While our terms do allow us to ask for the information we requested, we were able to restore *******'s access and provide guidance for his LSAT prep moving forward (which is always our goal). We wish him much success. 

• Initial Complaint

  Date:11/19/2023

  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 access to study materials through Testmax. Their system flagged my account as potentially sharing my credentials for access (which I did not). I tried to get my access back and they decided to add new terms to being able to access materials I paid for. There is no evidence to suggest that I have shared the information, just a computer system randomly flagging accounts. There is no requirement to have an LSAT scheduled to purchase the product I purchased, and yet it is a requirement to regain access to materials I paid for.

  Business Response

  Date: 12/04/2023

  ****** in support has previously worked with ****** to resolve this matter and they currently have full access to their course. My understanding based on our internal team's report (as late as 11/20/23) is that ****** has everything they need. We are always on standby to assist should they have any further issues. 

• Initial Complaint

  Date:01/16/2023

  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.

  Hi and thanks in advance for your assistance here. I purchased a Bar Prep Course on January 2, 2023 for BarMax via TestMax, **** and to date I have not been able to access the course. I have tried numerous times now to resolve the issue, however to date that has not occurred. In addition, I have had to contact the BarMax team on every medium in order to get any type of response. They have consistently given me the run around, i.e. I send a screenshot of the issue on January 3, 2023 the day after purchase no response to the screenshot via chat. I reach out again on chat they ask questions I respond with another screenshot of the issue no response. I send an email about the issue - no response. I send a follow up email about the issue and request a full refund no response. I call the support line the first rep was not ale to resolve the issue they transfer me to process a refund, this person has me on the phone an hour with no resolve - they state they will follow up via email about a refund. Never received any email follow up. I reach out via text message and ******* DM. They them respond via text and subsequently email with the run around, first asking for a screen recording of the issue after I'd already sent a screenshot. Once the screen recording of the issue was received by them via email they ask for another screen recording. The product purchased is not working and never has from the date of purchase for that I have and am requesting a full refund from them. Again thanks for you help here. I have included my email correspondences here ( I wasn't able to upload the video) along with my receipt.

  Business Response

  Date: 01/16/2023

  As the customer stated, she reached out to us on multiple platforms.  She provided the email conversation so I am providing the text message conversation.  The customer initially reported her ******************** app was not opening lectures and it was asking for her to pay again.  This will sometimes happen for a few reasons so first we tried troubleshooting over the phone.  The agent took all of the steps required to solve the issue and the program was working properly when emulating the account on our end.  Since the customer stated she was still having issues she was instructed to send a video of the issues to our email so our developers could look at it.  The issue the customer said she was having was that when she was opening the lectures she was being asked to pay.  The video she sent us did not show this occurring because in the video she did not attempt to open any lectures.  When this was explained to her in the text conversation and she was asked to send another video of her attempting to open a lecture she became uncooperative and no longer seemed interested in having the issue resolved.  At this point she seemed convinced she was getting a run around rather than us simply not having the evidence needed to solve what she claimed her issue was.  We are still willing to help the customer and still waiting on a video of her attempting to open a lecture so if there is in fact an issue happening we can resolve it.

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18810608
  
  I am rejecting this response because: the business response is an inaccurate account of the issue here. I never stated that the app was asking me to pay anything. I stated that the app was not and had never worked since the purchase date which is accurate here. As noted in the emails, support requests, texts, and DMs. The app simply never worked and the issue here was never resolved. In the midst of bar prep I am not sure who can spend hours going back and forth about an issue they simply couldn't resolve which is why I did and have requested a refund here.

  I was never uncooperative, I actually had to jump through hoops for a simple response to any support request. As noted via emails the support team asked me to send a screenshot of the issue as noted via email and text; I sent both of the issue at hand here. To then be asked for another screen recording this was after emailing twice, hours on the phone and sending messages via the support chat function and never receiving a response or follow up in seven (7) days until I sent a DM via ******* and text via the text system. There was and has been an extreme lack of concern and customer support during an already extremely stressful time. To have to deal with a prep course not working and the support team being extremely unresponsive and giving me the run around is not at all what I paid for here. I do not have the time to sit and send a thousand different screenshots or recordings of the same issue here as noted to the support team the main point of me getting the course was for the app as I need to be able to download the lessons. I am without adequate wifi most of the time which was also expressed via phone, text, and email here. I am currently studying and helping my Aunt through chemo, I truly do not have the time or energy for the daily run around. I was extremely cooperative with support and took time I did not have to try to resolve this issue multiple times. When the issue couldn't be resolved I simply asked for a refund. I still am unsure why it has taken all of this for a simple refund of a product sold that has never worked, I can see if I had ever actually been able to use the service here but I haven't and that is apparent here. 

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

  Business Response

  Date: 01/19/2023

  There is nothing more to be said that wasn't stated during the last response written here.  The customer does not qualify for a refund based on our policy which was agreed to upon sign up.  We are happy to help fix the app if it is truly not working. Since we have not been able to recreate the issue on our end when emulating the customer's account on our end, we will require a video recording of the error in order to implement a fix.  

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18810608
  
  I am rejecting this response because:  There is nothing more to be said that wasn't stated during the last response written here.  Based upon the Terms and Conditions agreed upon I qualify for a refund based on the company's policy which was agreed to upon sign up here.  As per the terms I paid for a license to use the service here to date I have not been provided the service which was paid for here. The company here as previously noted failed to respond to (1) Reached out via the app chat immediately after purchase on 1/2/23 informing TestMax of the issue and asking for assistance. Received a generic response to the issue which did not resolve the issue here. (2) Reached out again via the chat function 1/4/23 letting them know the issue was the same and provided a screenshot of the issue. A day later received the same generic response. (3) I followed up again via chat for assistance and again sent a screenshot of the issue. Received no response from chat support. (4) 1/5/23 I reached out via phone during business hours and received the company's answering service where I left a message. (5) 1/5/23 Emailed the team letting them know that I'd left a message with with their answering service as well as via chat and had not been able to reach the company or resolve the issue so at that time I was requesting a refund.  (6) A rep called me back noting my message I let the rep here know the service was not working for me and at that time the rep let me know that the app had consistently not been working and that it was an issue they are working with their team to fix on the backend in weeks to come. At that time I let the rep know that I bought the service primarily for the app use here so I requested a refund at that time. He then transferred me to who he said would assist with the refund. This person got on the phone an initially said that they couldn't provide a refund but after he could not figure out how to make the service work for me here, he stated that he would escalate internally for an exception. In addition, both reps noted that they could see that the service was not working for me in both instances. He noted he would look further into it and follow up. (7) After Seven (7) days of no follow *** from anyone I followed up via email. No response. (8) I again followed up via email - No response. (9) I reached out via text and DM and finally a response from their support team to my now over eights (8) days old email five (4) hours later.  (10) Sent an email to the team which included another screenshot of the issue here along with a screen recording which was asked for by their team. (11) In addition, I got on the phone with the rep who basically tried the exact same things previously tried and was not able to resolve the issue after an hour or so here. (12) The support then asked for another screen recording, to which I stated it definitely sounds like I am getting the run around. It's apparent that the company here is defrauding people by offering a product/service and not being able to deliver the service as offered or paid for by people here. The lack of customer service or support here further signifies major issues with this company as a whole, it appears that they typically simply fail to respond and people stop reaching out about the issues and lack of service which I probably would have fell into that category had I not bought this particular service as an added resource to my full prep course for the app/audio offline content. After twelve (12) attempts to resolve what I thought would be a rather simple fix, yes I absolutely am requesting a refund. I've now spent hours on this particular issue for a service that was supposed to be an added resource.

  The company's own team stated that this was a consistent issue which they had not been able to resolve on the backend yet, so yes it all feels very much like a scam here. I appreciate the BBB here with attempting to assist with resolving this issue. It appears that it is the same run around that has been consistent with this company. With that, I will escalate this formally on the legal end here. I do want to formally alert the public of this company so that others do not fall victim to the same scam here. 

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