Complaints

• Initial Complaint

  06/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Trasaction date : June 10 2022.Registered for a life guard course for June 18 and 19 from 9 am to 7 pm.On the Friday before the course an instrucutor reached out to me wondering why I had not completed the online portion of the course and insisited that I had been sent a welcome email.I nvere received the welcome email nor was I aware of the online portion of the course.I made it clear that this course was important to me and that I would take the online course that same evening. He then mentioned that the course was a 7 hour course. I was therefore unable to complete it before the next morning due to the lack of time. I texted the instructor expaling that I will not be able to attend and apologized. I was also asking for a refund. A week went by without any contact form them and I called to follow up. The instructor told me they would only refund $300 out of the $ 400, was extremely rude, once again, and proceeded to tell me that even if I toook the class, he would have failed me. I can only guess that his condescending and nasty attitude was due to the fact that I speak with a foreign accent.

  Business response

  07/11/2022

  I have been operating my training courses for 10 years and have certified over **** students. I have not once received a complaint from a student, pass or fail. In this particular instance the student signed up through my website ****************************************, where it clearly states you must complete a 7-hour online course prior to the first day. In multiple areas on the website it states that if you do not pass the pretest or do not show up to the course that the student will be refunded $300 out of the $400. As a small business operator I pay high costs to rent space, hire staff, advertise, etc. and each spot in the class is important to my business. I reached out to this student to remind them that my records showed they had not completed the required online portion of the class. She was unable to access it so I spent a good deal of time assisting her with accessing it. I told her to please do her best to complete the online portion and I would be flexible in assisting her with completion. The student stated to me that she was throwing a large party at her house the night before the course and would have a difficult time completing the online coursework that night, but would wake up early to complete it. I then received a text less than two hours before the start of the class from the student stating that she got too stressed about the online portion and did not get any sleep so she would not be able to take the course. I went above and beyond to assist the student with accessing the course and even expressed my interest in helping her through the online portion. I took no less than 7 calls in addition to texts back and forth to assist.

  
  I refunded the student 75% of the course fee as per our company policy. I received a shockingly disrespectful, off-putting phone call from the (now former) student, that to me was unbefitting of a professional lifeguard, of which I made her aware of that fact.

  Customer response

  07/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

   The complaint I posted was less about the money and more about the fact that the instructor informed me, in no uncertain terms , that He would fail me even if I took the course. I can only assume that his remarks, since we have never met, were based on the fact that I speak with an accent. I believe that his intent was racially motivated since there were no other appear at reason for him to make such a comment. 

   

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