ComplaintsforUWorld

• Initial Complaint

  12/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Uworld provides false advertising. They say that you will have access to the cpa course review until you pass. No footnotes, no fine print, nothing. The claim they make before they strip you out of thousands of dollars is inaccurate. When you request your access to be renewed, they require something outside of their promises. When you request refund, they do not answer. This company has false advertising, collects yoir money and then doesn't deliver on their promises.The frustration they cause should let everyone know that they should not invest their money in this business.

  Business response

  01/09/2024

  UWorld purchased ************************ (WEL) last year. However, with that purchase we did not get legacy access to customer support data or information on policy exceptions that were made. This customers original purchase did not qualify for unlimited access and his subscription expired in 2021. Under normal circumstances, it is our policy to ask for proof of schedule to sit for the exam to give continued access. Even though the subscritipon expired in 2021, the legacy company granted this individual a silver course with unlimited access. It took us time to research this case with the legacy company but we will continue to honor the extension he was granted.

  Customer response

  01/09/2024

  I am rejecting this response because: 

  Uworld continues with their false advertising and statements that have nothing to do with their original promises. Uworld does not honor ************* access they promise. BEWARE!!!

   The extension and the promised unlimited access has still not being granted even though Uworld is claiming they will honor it in their response.

  Furthermore, in their response they are saying they would normally request test dates and proof of such. However, they refuse to provide the written policies where such a requirement is mandatory for unlimited access. This is only because of their predatory practices and false advertising.

  Business response

  01/09/2024

  We have already provided a 3-year extension starting in **** to this customer's subscription that expired in 2021. Although his agreement was with another company, since we acquired that company, we are doing everything in good faith to honor those original agreements. We ask for a notice to sit because the offer is a pass guarantee, so we're requesting evidence of attempts to pass and offering extensions as needed. As we have already given a complimentary extension to this customer's account, there is nothing more we can offer.

  Customer response

  01/09/2024

  I am rejecting this response because:   

   

  Attached are screen shots of the login information and the expired access. Uworld claims they have provided me with access but the screenshots show that is inaccurate. I have no idea who they gave access to, but certainly they did not extend my unlimited access. They promise unlimited access and then fail to deliver. I complain to BBB, and instead of correcting the issue, they provide false information they extended the access, when in fact, that is not true. Repeating a false information many times doesn't make it true.

  The truth is that I was promised unlimited access and they did not provide me with such. They just continued to leave me without the product that I paid for. I have no idea how mean someone can be to provide not only false advertising, but also keep providing false information.

  Business response

  02/13/2024

  We stand by what we initially offered, which was a 3-year extension with an offer to further extend beyond that timeline if needed. We have confirmed that the login works on our end. We both emailed the access link and tried calling the customer with no response. We can tell from our end that the customer has not accessed his account since we extended his subscription on Jan. 10, ****. The customer can contact our support team for help gaining access to his account as needed. Otherwise, his account is active with current subscriptions showing.

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a uworld subscription a few months ago and have been contacting them regarding an issue for over a month. There is no phone number and they are now ignoring my email. I paid a substantial amount of money for the product which, currently, they are falsely advertising. The ***** is supposed to allow the student to make question blocks from the questions they previously got incorrect. I have been unable to do this as the bank is not tabulating my incorrect questions appropriately. The tabulation on one page does not at all match the tabulation on the other page or reflect the accuracy of the overall average of my block % scores. I have a board exam coming up and over a month is more than ample time to fix an issue that creates a situation of false advertisement for a paid service on their part.

  Business response

  12/14/2023

  Our customer support team reached out to this customer, who expressed concern with the functionality and usage of our product (the issue seemed to be the difference between the create test and performance page functionality). Our analyst walked this customer through the functionality and interface navigation. The customer expressed that they were satisfied with the outcome through a post-call survey. Were satisfied with the resolution and have closed the ticket on our end.

• Initial Complaint

  12/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased the *** Platinum package for all 4 subject areas of the *** from ****** UWorld aquired this from ***** and UWorld will not honor the guarantee I was given, in writing, from ***** ***Excel.The guarantee, which I was told was the "best in the business" is "free electronic updates and use of the materials until you pass all four sections of the exam. There are no time constraints or conditions with getting these."UWorld has asked for a Notice To Sit in order to get access but this was never a condition from ***** ***Excel and the guarantee even says that there are no constraints or conditions for getting updates. Asking for an NTS is a constraint and a condition for access, which is in direct violation of the guarantee I received.For years I have been studying as things always get in the way and with ***** I had no problems getting the updates and access. Since UWorld aquired ***** ***Excel it has been nothing but a fight to get what I paid for.It is literally just granting access so I am not sure why they are making it so hard for me, a customer, to get what I paid for.I have sent various emails to customer support, and like other complaintants have stated, the customer support team had completley and unprofessionally ignored me after I said I would not be providing an NTS.Either provide what I purchased and was guaranteed or refund me the 2k plus I paid originally.

  Business response

  12/20/2023

  We have offered the customer a prolonged extension or a refund of her original purchase.

  Customer response

  04/09/2024

  Is it possible to remove this complaint as it was solved by the company?

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Platinum subscription of *************** that promised unlimited access to study materials until I pass the exams. The prior process to renew access, if it did expire, was to contact ***** and simply request renewal of access. This worked until recently, UWorld purchased ****** All websites on the transition to UWorld say nothing will change and you will retain access to your purchases. On 11/29/23, I contacted UWorld to renew access to my CPA study materials. UWorld refuses to allow me access to the materials unless I pay over $400 (initial exam fee + about $230 per exam) to the *********** and commit to a 6-month testing window for a specific exam (option of 4 exams). They mention I can schedule for a year from now, but that is impossible in the ***********, as it's only good for 6 months. UWorld refuses to allow me access unless I provide proof of purchasing a scheduled exam date. Being that my purchase did not come with this stipulation, and they are advertising that nothing with change and you will not lose access during this transition, I believe the company is misleading consumers and not making good on promises of unlimited access.

  Business response

  12/14/2023

  Our customer support team reached out to this customer. The customer provided proof of a future scheduled exam so we renewed complimentary access. The customer indicated that they were pleased with the outcome and we have closed the ticket on our end.

  Customer response

  12/14/2023

  I did receive access to my products but am still not happy with the overall false advertisement of no changes to your Wiley ******* Providing proof of my examination dates in this scenario does not mean the company is acting in a transparent and ethical manner. They are still not disclosing this condition readily on their website. 

• Initial Complaint

  04/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  There has been subscription of UWORLD purchased through my Affirm account that I havent authorized. Request to close subscription and refund. Loan ID: *********

  Business response

  04/27/2023

  It appears the individual's Affirm account was accessed without authorization and used to make a purchase of a UWorld product. We do not have access to Affirm accounts, so we are unable to verify what was purchased or the associated UWorld account. We advised the individual to dispute the charge with ******. Affirm would then contact our support team with that information and, once verified, the fraudulent account will be deleted and the refund would be issued to Affirm.
  

• Initial Complaint

  04/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello,I had a Uworld subscription that expired two hours ago but I have been having difficulty on my side renewing this before the deadline tonight. I completely intend to buy a 30 day renewal and would appreciate a day extension of a grace ****** for the opportunity of renewal if possible to continue my education for step 2.-step 2 ***** -expired 3/30/23 at 11:59, current time 2:14 on 3/31/23 -would like day extension please to have opportunity to renew

  Business response

  04/04/2023

  Our customer support team resolved this ticket within 90 minutes of the same day the BBB complaint was made. We extended a grace ****** to 4/2/2023 for the customer to renew and she renewed on 3/31/2023. The customer is encouraged to reach out directly to our customer support team if there are any further issues.

• Initial Complaint

  02/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased uworld subscription and was preparing for my USMLE STEP 1 test in less than 2 months from now and now they have Deactivated my uworld account with a claim of "change in ownership" of the account. First of all, I have explained to them that the account ownership has not changed. I just changed my email address. There is an option to change the email address and I used that option to change it. Nothing else, even the payment method or address is not changed. Secondly I have tried to explain them everything in detail that even if they do not like my email address changed then they can revert it back to the previous one. Why would I change my ownership of account just 2 months prior to my test? I have sent them multiple emails since 3rd February. They are not replying to me on purpose and are ignoring my repeated requests via email. They are not even replying to me let alone explaining anything. I used another email to contact them and I received an instant response within minutes which shows that they are not replying on purpose. Now I am willing to provide every piece of information required for their verification purpose to prove that I am the original account owner. In return, I would request them to reinstate my account and make up for the lost days by extending my days of subscription. Waiting for your kindness.

  Business response

  03/22/2023

  Business Response /* (1000, 5, 2023/02/17) */ The original account owner reached 89% usage and completed 95% of the test stats before calling into our support team, requesting a free month extension, and then resetting the question bank. Immediately afterward, the account not only changed email addresses but also IP addresses. A new account owner's name appeared on the account. A cursory online search shows that the new account owner is different from the original. Reselling one's subscription violates our terms of service, which is something all users must agree to upon purchase, so the account was terminated. Consumer Response /* (3000, 7, 2023/02/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am aware of the usage, I used it myself. Plus, I was not prepared well for my STEP 1, so I scheduled my exam a little ahead, in the meantime I was using the account for preparation, so that explains the usage of the account. Change in email address is because I was not getting notifications on my previous email and change in IP is because I am a resident of ****** in medical school. I travel from my home in another city and come to hostel in another city. I usually wait on bus stations and practice my **** there. There is no reselling involved, I just explained the reasons that you mentioned earlier about the change in email address and the IP address. I paid of 100% usage, I am entitled to use a 100% of my account, 89% is way below. Plus there is no change in the account owner's name. I am attaching the screenshot of my account before I changed the email, so you can clearly see nothing was changed except the email. I am saying it again, that if you still believe that the ownership has been changed, then simply revert my email address to the previous email address, log me out of all devices and then allow me to LOGIN only 1 device. This is all I need for now. Again, if you need any identity proof, if there is anything that would make it clear that I am the original user, then I am willing to provide it.

• Initial Complaint

  10/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Paid to renew subscription Amount: 199.99$ Date: 13 October 2022 Product: Qbank renewal for 60 days Problem: account deactivated the next day after accepting the 199.99$

  Business response

  12/29/2022

  Business Response /* (1000, 5, 2022/10/18) */ The customer tried to renew her account on Oct. 13, 2022, using multiple forms of payment, all of which declined. The account was suspended based on our customer protection policy due to the multiple declined transactions. The account was reinstated on Oct. 14, 2022, and a free single-day extension was provided. The customer has been using the product every day since its reinstatement on Oct. 14. We reached out to the customer on Oct. 18, 2022, and explained what had happened. The customer said she would attempt to retract the complaint from the BBB because her subscription is working fine without issues.

• Initial Complaint

  07/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the rxprep course from the older website rxprep.com, and I put it on hold until further notice according to the terms r back then. And now I lost access to the course after they transferred the course to the new website uworld.com . The customer service stopped answering my questions after they said old accounts were retired, and I don't even recieve a confirmation when i email them like i used to which is a sign I may be blocked on the system. I couldn't find a phone number on their website to contact them, and I need back the access to my course.

  Business response

  08/24/2022

  Business Response /* (1000, 11, 2022/07/18) */ This case dates back to the customer suspending their account in 2019. Our support team member contacted the customer on July 15, 2022, and went through the process to reactive the account. The customer said the issue was now resolved and that they would contact the BBB to close the case.

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I will first like to point out that, Uworld charges in the number of days. You purchase 60 days for their question back, then an additional fee if you want an assessment. When I bought the products, I bought Q bank and assessment. I made this purchase on April 1st. My initial understanding was they both end in 60 days because that was what was advertised. I then noticed that my assessment expired even though I haven't used it. I also did not fully start using the product until around the 2nd week of May. On my account, there was a notification that my subscription will expire on June 3rd, and if I purchase extra days for a minimum fee before the expired date "June 3rd" I won't need to pay a full fee. I followed the link and purchased an extra 15 days. Upon my purchase, I noticed the extra 15 days that I made for the question bank went to the assessment had expired and hadn't been used. I was confused so I emailed Uworld. I asked why my assessment expired when I purchased a 60 days package and haven't used it, I also asked why my new subscription went to the expired assessment only. The customer service rep stated" The assessment is a courtesy package that came from buying the package" I replied and said " The assessment was not free, I paid an extra amount to get It, it is not free therefore it is not a curtesy package" He explained that "once I have activated it, then It starts to read".To which I said, "I haven't used it, I don't know what is in there, this was not clear to me, I thought the payment was a package deal"We went back and forth and he decided to reactivate the assessment and added my 15 extra days to my Qbank.The rep further explained that as long as I do not activate my assessment, I can come to use it when I was ready. I logged into my account today and the extra 15 days that I purchased on May 28th, 2022 to add to my subscription that was meant to expire June 3rd is going to expire June 11th, and my assessment will expire June 15th.

  Business response

  07/25/2022

  Business Response /* (1000, 5, 2022/06/14) */ It seems like there was a misunderstanding of which products expired when. It's true that the products are all duration-based subscriptions, but they only start counting down toward expiration after customers activate them. Our support team interacted with this customer three times in an attempt to explain and rectify her issues (May 28, June 10, June 13). This included multiple extensions for accidental activations. The latest interaction was yesterday (June 13, 2022), where we once again extended her subscriptions in line with what she requested in her BBB complaint. As such, we believe this matter should be resolved.

*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. ↩