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
08/31/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
I purchased a Plantinum Lifetime CPA study course from ***** a couple years ago. Recently, UWorld acquired *****. They stated they would honor the Lifetime study agreement so we would have access to study materials we paid for but now they are stating we have to provide an NTS to keep access to study materials. This means we have to pay to sit for an exam earlier than we may be ready (which they expire and we would have to pay again if we weren't ready in time). This is going against what I originally paid for. I should be able to retain my Lifetime access without having to pay additional or prove that I've scheduled for the exam. UWorld needs to honor the agreements that were made.Customer response
09/05/2024
UWORLD reached out and extended my access. You may close the complaint now. Thank you.Initial Complaint
08/02/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased 2 courses from ******, one for FL and another for GA bar prep. I repeatedly notified ******'s various staff persons including ********************* to open ************** for me earlier than they normally do for other students. I explain to then I have *** accomodations and I really need additional time to prepare. But no one at your subsidiary ************** is willing to even acknowledge my need let alone provide me additional time to study. Moreover, the courses include attorneys calling students at least 2 times to give them advise and assistance. This core aspect of the service was not performed by ******. First sttorney I scheduled a call was running late at the airport and talked to me on his way and didn't gave me any useful guidance. Second person I emailed completely ignored my email and phone calls. Then after 3 days I called again, she hadn't even read my email detailing the support I need and she was really cold and unhelpful on the phone.I demanded ****** to refund me all the money I paid them because ****** have systematically refused to perform per the agreement in giving me resourses to succeed. Instead, ********************* threatened that they will bar me from using the products because of use of my profanity. Their failure to provide me quality services for thousands of dollars I paid is the reason for use of my profanity. They proviked me and are accusing me of using profanity. I filed a BBB complaint against Themis and I will do the same against Uworld since Themis is now a subsidiary of UWorld. I demand that Themis and UWorld please live up to the agreement or provide me a refund so I can move on to a different bar prep company.Customer response
08/08/2024
Better Business Bureau:
The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed.
Sincerely,
*************************Initial Complaint
07/25/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Hello,Uworld has been refusing to issue me a refund for my USMLE Step 1 Qbank when it is only 38% used. I did not ask for a full refund, I asked for store credit to purchase an entirely new qbank from uworld, basically as an exchange. While I do know their refund policy, their policy is not as strict as I have attached photographer evidence of a Uworld rep making an exception to swap out a Qbank. I am simply asking to swap my Qbank for store credit, even if it is prorated. For such an expensive item, this does not seem like a big ask..Business response
07/31/2024
Our customer service team worked with the customer directly to resolve this matter and the issue is now closed.Initial Complaint
07/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Was looking to extend the subscription. Have been a loyal customer and they are taking advantage of students and their financial dilemmas without offering any compensation, discounts or offers. In addition there is no prompt response to help when needed. And they have done nothing about updating their software or taking suggestions in changing or offering new features despite feedback. Instead they increased the amount on their products with no change to benefit the customers or students. In comparison to other companies, this company has remained unchanged in it's quality of what it offers yet increased it's prices!Business response
07/16/2024
We reviewed this customers account and request. The customer bought a ****** renewal license and contacted our support team on day 29 of the 30-day access, stating they had intended to purchase a 60-day renewal and requested a discount to upgrade to the 60-day package. Our policy is to work with customers within 1 business day after purchase if they select the wrong package when making the original renewal purchase. However, the customer used the product for 29 days before claiming the error. There is a countdown timer visible each time a customer accesses the product. The product offers adequate notice, and the customer fully used the product and agreed to the terms and conditions by accessing it. Our support team advised the customer to purchase an additional ****** renewal, which is in line with the terms of use and our policy. We cannot offer the requested refund.Initial Complaint
06/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Acquired ***** and canceled all the classes I previously had. For my August exam, they only offer me the live classes that most of them are not fully available yet until late summer.Business response
06/04/2024
A member of our support team contacted the customer today over the phone and resolved the concern. The customer indicated satisfaction with the resolution and we consider the matter closed. The customer can contact us at ********************************** if there are any additional questions.Customer response
06/04/2024
I have reviewed the business response and accept this resolution.Initial Complaint
03/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Uworld acquired the company ************************ and will block my access on April 30, warning me just 4 days before that my courses that expire only on 09/24 and 03/25 will no longer be able to be accessed. If the products were purchased and paid for by September/24 and March/25, even with a company name change, I have the right to have my accesses or my money back.Business response
04/04/2024
Our customer support team worked with the customer to resolve this issue. We consider the matter to be settled.Customer response
04/08/2024
UWorld customer area contacted me offering 3 solutions. Even I have already selected one they didnt reply anymore. Still waiting for the complete solution of my case.Customer response
04/11/2024
I am rejecting this response because:
UWorld customer area contacted me offering 3 solutions. Even I have already selected one they didnt reply anymore. Still waiting for the complete solution of my case.
Business response
04/11/2024
We extended an offer that failed to process due to an international currency issue. We have since rectified the issue by using a different platform and the offer was processed. The customer has confirmed receipt via email and the matter should be resolved.Customer response
04/12/2024
I have reviewed the business response and accept this resolution.Initial Complaint
03/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Uworld failed to provide to the promised product during the time specified. I followed-up with Uworld: Uworld refused to do anything to remedied the matter- after 8 emails and a lot of wasted time and details.I feel ripped-off. Uworld does not support the test prep products, except at the 11th hour before the test. This is unhelpful for people don't like to cram for an exam.Business response
03/22/2024
Reviewing this customers account, we disagree with the claim that we failed to provide the promised product. We have records that show 100% usage of the question bank. The customer told our support team that he was unable to access his account due to technical difficulties throughout November and December. However, our products were online and accessible during that time and our records show his account was accessed almost daily during the period in question. After contacting our support team, we offered a discount to repurchase for his trouble but never received a response. We will honor that discounted rate for repurchase; the customer just needs to reply to our support team to receive the code. Otherwise, with 100% usage of the product and online accessibility at near 100% uptime, we stand by that we have fulfilled our contract to offer the product promised.Customer response
03/22/2024
I am rejecting this response because:
Because Uworld is mistaken or simply doesn't want to admit the fact that their on-line product is not reliable. My gut feeling at the time was they might make such a bogus response. So, I kept note on the day and times that the expensive pre-paid $$$ subscription was UNACCESSABLE. To k]make matters worse, Uworld began by saying I did not exists. That I didn't have an account. When I proved them wrong with a retained (printed) receipt. Uworld came up with another bogus reply. Lastly, Uworld hasn't offered me anything - other than the standard rate $$$ for a repeat purchaser. Uworld wants to recharge $$$ for a defective product? Come-on Uworld, stop playing games.
Business response
03/28/2024
Our customer support team worked with the customer to find an equitable solution. He replied with an email thanking the team, so we consider this matter resolved.Customer response
03/30/2024
I have reviewed the business response and accept this resolution.Initial Complaint
02/05/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
My account was accessed by a scamming international IP address with unauthorized access to my account. This international IP address used up my questions, so I had to reset my subscription to remove the used questions. Since standard accounts are only allowed singular reset options, I requested an additional courtesy reset. This resulted in me losing access to a reset that would allow me to redo the questions later in my study period as widely advertised as one of the advantages of this study resource. The company refuses to offer me a courtesy reset or alternatively a pro-rated refund of the resource according to my usage before my account was hacked.Customer response
02/07/2024
The business has since resolved the complaint with me directly. They offered a reset of the question bank so that I can use the resource fully and as intended. This offer occurred over the phone using the company number posted on BBB. I am satisfied with this resolution.Business response
02/08/2024
We have resolved this matter to the customers satisfaction. The following is a quote from the customer: The business has since resolved the complaint with me directly. They offered a reset of the question bank so that I can use the resource fully and as intended. This offer occurred over the phone using the company number posted on BBB. I am satisfied with this resolution.Customer response
02/10/2024
I have reviewed the business response and accept this resolution.Initial Complaint
01/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Uworld customer account ID ******************* date Aug 2, 2023. I explained that the extension provided was billed correctly and I wanted a longer extension. Received an email back stating on September 2, 2023 that my card was billed, basically no response to the issue of billing. The extension amount that was billed was: $106.72 on 8/2/2023. The second extension was $160.62 on Sep, 2, 2023. Then I paid for two extensions because I was angry but did not want to deal with the long email-only process that this business undergoes. On 12/31/2023 I tried to pay for another extension, except due to the holiday their servers did not bill my card. Because my card was not billed the service ended. Now it would cost me a lot of money ($400) to receive the service brand new.My second email TKT # *******, basically said that they could not using the personal data I provided about my credit card allow me to extend the service. All I want is an extension but they have not contacted me back. I took matters into my hands and called my credit card company to dispute charges, because the company will not allow me to pay for the time-line of membership extension that I want.Business response
02/06/2024
We have connected with the customer, issued an extension, and resolved the matter to his satisfaction. We consider the matter closed on our end.Customer response
02/09/2024
I am rejecting this response because: The business did not read my initial BBB complaint where I indicated that I spoke to my bank to reverse charges because services were not fully rendered.
Because they did not ready statement. They assured me on a recorded line that they could give me an extension for free until March, 2024 to accommodate for services paid of almost $400.
Once the business realized that indeed they read my statement incorrectly they claim there is nothing Uworld can do. I would have to pay twice for a service extension that they guaranteed would be given to me for free.
Now Uworld wants an extra $300 of service that was going to be rendered to me for free. They claim that its all due to how their business processes payments.
In my personal opinion, U-world is business that sees the customer liable for every problem that they cannot fix on their side. Its a continuous battle of an explanation of how their system cannot process payments correctly and they cannot guarantee services rendered. They claim that the customer is responsible for their system.
No. They are responsible for their system. They should try to aid the customer when rendering services to the customer.
Business response
02/13/2024
This customer purchased renewals at the end of his regular subscription duration. However, he claims that the renewal purchase was not his intended duration extension. We cannot gauge intent. Nor were our servers down at the time because other purchases were made, so the payment issue he claims were not on our end. The customer bought a ****** access renewal and only after the entire 30 days did he claim that he intended to purchase a 60-day renewal. Through discussions with our support team, we offered him a complimentary extension while his account was active. But the customer performed a chargeback of funds paid for the extension with his bank, which resulted in account deactivation. We have informed the customer that we can reinstate his account upon a repayment of the chargeback or receipt of funds of the reversal of the chargeback. The customer has informed us that he has submitted the reversal of chargeback with his bank. However, we are unable to reinstate the account until the payment is processed. Because reversal of chargeback with banks can take some time, thats why we offered the customer the option to make payment now and then refund him once the chargeback reversal occurs. The customer would not be required to double-pay.Customer response
02/13/2024
I am rejecting this response because: I proved to the agent the amount that was charged to my card during the extension on 12/21/2023. The agent admitted it was a server error on a recorded line. **world is taking back their statements. Again, it would be a double-pay due to the fact that I would have pay the same amount now. Then, wait about 90 business days for the amount that was re-charged to be reverse. Therefore as of today, I would pay $132 twice and have to wait three credit cycles to potentially receive one payment to be credited back. Also, on a recorded line the **world agent admitted he did not fully read my initial BBB post indicated I had started reversal with my credit card company. Therefore granting false hope. The company has decided not to call me back, indicating to me they do not want to aid me through this process.Initial Complaint
01/13/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Uworld is long known for predatory expenses for already struggling medical students. My long time subscription was suspended for undue reasons on 2/15/23. Due to life and health reasons delaying this complaint, I am doing so now. I paid $409.32 for a 1 year renewal subscription on 6/27/22. This equates to $34.11 per month. I utilized 6 months and exactly 20 days on this subscription and I am currently owed $204.66 [6 months] + ~$22.74 [~1.137/day for 30 days] a total of of roughly $227.40. The customer service line would only refund $86.40 and would not provide adequate explanation as to why they couldnt refund ************* amount exceptand I quote: We apologize, but because the purchase was made so long ago, we are unable to refund the aforementioned sum. We are able to give you the $80 plus any applicable taxes, as we previously mentioned.So long ago??? I was still within my valid subscription period. I should not have had my account locked but to add insult to injury, this predatory company doesnt want to refund my remaining account balance.Business response
01/19/2024
We have reviewed the history of this customers account. The account was terminated due to repeated violations of our terms of use. The customer was warned twice (Aug 22 and Dec 22); after the third violation, the customer's account was terminated and a refund was issued as per our refund policy. All customers must agree to the terms of use when accessing our proprietary content. Violation of these conditions normally result in suspended or revoked access and forfeiture of payment. However, as a courtesy we granted a partial refund in this instance. The refund was issued over a year ago and the customer is now asking for an additional refund; however, we believe weve already acted in good faith in this matter and are unable to offer any additional refund.
*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
25 total complaints in the last 3 years.
15 complaints closed in the last 12 months.