Complaints

• Initial Complaint

  12/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear BBB,I am writing to express my dissatisfaction with the services provided by Baxter Clewis training academy concerning the *** DSS compliance program. Over the course of my engagement with their company, I have encountered numerous issues that have led me to question the credibility and value of your services.The main concerns include:1. Lack of Effort: Despite my ongoing payments, there has been little to no tangible progress toward achieving *** DSS compliance.2. Poor Communication: Attempts to reach out for updates or clarification have gone unanswered, leaving me in the dark about the status of the services I am paying for.3. No Assurance: I have not received any assurance or evidence that the payments made thus far have contributed toward achieving compliance.I have been paying for their services monthly, expecting a professional and diligent approach to this critical compliance process. Unfortunately, the lack of action and transparency has caused me both frustration and financial ******* a result, I am requesting a full refund of the amount paid to date, as your company has not delivered the promised services. I believe this is a fair resolution considering the circumstances. Please respond to this email within the next 3-10 days to confirm the steps to process the refund.Should I not receive a satisfactory response, I will be left with no choice but to escalate this matter further.Thank you for addressing this complaint promptly. I look forward to your reply.

  Business response

  12/10/2024

  Thank you for bringing this matter to our attention. We take all customer concerns seriously and appreciate the opportunity to respond to Mr. ****** ******' complaint. While we strive to provide the highest level of service to all clients, we believe it is important to clarify the timeline and context of Mr. ****** engagement with our program, as well as the services provided to him.

  Summary of Engagement
  

  Enrollment and Financing:
  

  Mr. ****** enrolled in our CASP program in November 2023 and secured financing through Special Financing Company.
  His loan approval was initially delayed due to insufficient funds to cover the required upfront payment that resulted in the lender cancelling his loan. After we worked with the lender, they re-certified his payment, and his enrollment was reinstated.
  

  Program Structure and Services Provided:
  

  Our CASP program is delivered in a self-paced, online format with numerous support resources, including live weekly coaching calls, success advisors, and a private community.
  

  Mr. ****** had access to the following:
  

  - 90+ training modules and hands-on labs.
  - Weekly live coaching calls (48 sessions annually).
  - *********** Hours with success advisors.
  - ************************** and LinkedIn audit tools.
  - Interview preparation sessions.
  - Access to over ***** hours of coaching call replays.
  - Complimentary 4-month internship (post-course completion).
  

  Activity and Access:
  

  Our system access records indicate Mr. ****** was not regularly engaged in the courses or attending the live sessions designed to help bring clarity.  Additionally, we upgraded our platform in August 2024 to make it even more easy to access resources and community, but Mr. ****** has not logged into the system and made any progress in the lessons.  Further, our records indicate that he has not regularly attended any of the weekly live coaching calls or Office Hours with the Success Advisors during the 12-month enrollment period.
  

  Despite multiple opportunities for engagement, support and learning, Mr. ****** did not utilize the available resources to advance his knowledge or address concerns.
  

  Offboarding and Program Completion:
  

  Mr. ****** was notified of his programs conclusion in November 2024. At the time, his access to all program resources and support services was active, and well within his control to access. 
  

  Clarification on Financial Obligations
  

  Mr. ****** payments are made to his financing company, not Baxter Clewis Cybersecurity. As per the terms of his agreement with the lender, he is responsible for repaying the loan used to fund his enrollment. Baxter Clewis has no authority to refund payments made to the lender, nor do we receive monthly payments from Mr. ****** directly.
  

  Addressing the Complaint
  

  Lack of Effort and Progress:
  

  The programs success depends on active participation from the client. Unfortunately, Mr. ****** did not consistently access the course materials or attend support sessions.  Tangible progress toward PCI DSS compliance understanding requires engagement with the provided resources, which Mr. ****** did not demonstrate.
  

  Poor Communication:
  

  Baxter Clewis maintains an open line of communication through live Office Hours, coaching calls, our support inbox and our private community. Checking the log records for each of those lines of communication did not yield any records of Mr. ****** contacting us with concerns or seeking clarification during his enrollment period, outside of the initial issue with his loan delay in November of 2023.
  

  Request for Refund:
  

  Baxter Clewis fulfilled all obligations outlined in the service agreement by providing access to the full suite of program materials and services for the duration of the 12-month contract.  Refunds are not applicable in this case, as Mr. ****** dissatisfaction stems from a lack of engagement rather than a failure to deliver promised services.
  

  Conclusion
  

  We are committed to supporting our clients success, and we regret that Mr. ****** did not take full advantage of the resources available to him.

  We hope this explanation clarifies the situation and demonstrates our dedication to client satisfaction. If there are additional questions or documentation needed, please do not hesitate to contact us.
  

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Dear Better Business Bureau,I am writing to file a formal complaint against Baxter Clewis regarding a refund issue that has caused me significant frustration and inconvenience. On June 13, 2024, I paid $940 to a member of Baxter Clewis' team as a down payment for a program, which was supposed to cover the first installment of a loan they helped me apply for. Subsequently, I canceled the loan and received my money back from the loan company. However, when I contacted the loan company to inquire about the $940, they informed me that the payment had gone to Baxter Clewis.I then reached out to Baxter Clewis via email, and they assured me that I would receive a full refund within 7-10 business days. According to the contract I signed (attached for your reference), it explicitly states that I am entitled to a full refund for any and all money spent on the program. Despite this assurance, I have yet to receive the promised refund.I followed up with another email to Baxter Clewis to check on the status of my refund, and they promised a response within 48 hours. It has been well beyond this timeframe, and I have not received any communication or resolution from them.I am extremely frustrated by the lack of action and communication from Baxter Clewis. As stipulated in the contract, I requested the refund within the allowable period, signing the contract on June 13, 2024, and requesting the refund on June 14, 2024. It is within my rights to demand a full refund, and I expect Baxter Clewis to honor their contractual obligations.I demand immediate action to resolve this matter and to receive my $940 refund without any further delay. The handling of this situation has been unacceptable, and I urge the BBB to assist in ensuring that Baxter Clewis fulfills their legal and ethical responsibilities.Thank you for your attention to this urgent matter.Sincerely,Shedner Agenor

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I want to note that there were false advertising claims about getting a guaranteed job after completing the program. Also, during the internship, when I asked questions to understand the information, I either didn't receive an answer or the response was not clear. I spent a significant amount of money on this program and I believe that it did not meet my expectations, so I would like to request a refund.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Complaint Against Baxter Clewis Cybersecurity - Violation of Consumer Protection Laws To Whom It May ********* am filing a formal complaint against Baxter Clewis Cybersecurity for their failure to deliver promised services and engaging in deceptive practices, in violation of consumer protection laws. Despite multiple attempts to resolve the issues directly with the company, no satisfactory resolution has been provided, necessitating intervention from the appropriate authorities.Under the Consumer Protection Act, businesses are required to deliver services as advertised and fulfill all promises made to consumers. In this case, I paid $10,000.00 to Baxter Clewis Cybersecurity with the expectation of receiving training and mentorship, as explicitly outlined in their marketing materials. However, upon enrollment, it became evident that the program was disorganized, overcrowded, and lacked the structured planning that was initially promised.Furthermore, the lack of response from ********* and the accounting department, despite repeated attempts to seek clarification and resolution, is a clear violation of consumer rights to fair treatment and communication.It is worth noting that the deceptive practices employed by Mr. *********************** including misrepresentation of services and failure to deliver on promises, are in direct contravention of the ************************ Act, which prohibits unfair or deceptive acts or practices in commerce.In accordance with these consumer protection laws, I am formally requesting a full refund of the amount paid, as the services promised were not delivered and my consumer rights have been infringed upon.I urge the Better Business Bureau to investigate this matter thoroughly and take appropriate action to hold Baxter Clewis Cybersecurity accountable for their actions, ensuring that myself and other affected consumers receive restitution for the harm caused.Thank you for your attention to this matter.Sincerely,****** G **********

*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. ↩