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:01/28/2025

  Type:Billing 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 am writing to explain my current financial situation and request an adjustment to my payment plan, or to explore the option of canceling my enrollment in the program if it will help alleviate my financial burdens. At this time, the payment plan of $100-$200 per month is not affordable for me. I am facing severe financial hardship and am currently at risk of becoming homeless. I simply do not have enough income to continue making these payments while managing other urgent living expenses. I am open to discussing smaller, more manageable payment options if available, or if necessary, I would be willing to pay back any charges that have been incurred and stop further payments to relieve the strain on my financial situation. My priority right now is stabilizing my living situation, and unfortunately, continuing with the program as it stands is not feasible for me at this time. I sincerely hope we can come to a resolution that addresses my financial reality. I look forward to hearing back from you about possible options. Thank you for your understanding and consideration.

  Business Response

  Date: 02/19/2025

  Hi *****,

  I’d like to clarify how the extension works. The extension simply allows you to maintain access to your program for a longer period so that the month you spend making a payment—when you wouldn’t have access—doesn’t delay your completion.

  That means that the extension will not change the interest or the payment plan at all. However, this does not cancel your financial obligation. There is no option to “drop” the course and stop payments. You are still responsible for making arrangements with Monterey to stay current on your account.

  We will be happy to provide you with a free 3 month extension should you need additional time in the program.

  
  

  Please let me know if you have any questions.

  Best,

• Initial Complaint

  Date:01/24/2025

  Type:Sales and Advertising 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.

  In November of 2024, I entered a contract for career training and decided that after a couple of weeks, to look into the school once I noticed I owed money and hadn't even had time to begin my assignments. Upon investigation, I discovered multiple derogatory and alarming claims of deceptive practices and asked them to drop me from the agreement. They told me I was free to leave and I thought that was the end. A few mo later in Feb of 2025, I noticed Monterey financial had called seeking thousands of dollars for this career step course I had never logged into. They told me that because I accepted a free laptop credit (which I'd like proof of tracking and delivery for please) that I never received, that I essentially waived my right to withdraw. So that the customer service representative did not properly advise me of this. I think this place is crazy charging thousands of dollars and taking advantage of people who are not thinking straight and are in crisis. What they've done to the veterans alone made me want immediate termination of the contract. I have never turned in an assignment I have never logged into that place. I am disputing these charges because I would have never signed up if I was not in pain and I had a Dr note to say that i was not in any shape to enter into any financial agreement at that time and will produce this letter in court. I have three attorneys working on a lawsuit while I dispute this publicly. BE WARNED. PENN FOSTER, CAREER STEP AND MONTEREY FINANCIAL DO BAIT AND SWITCH STRATEGIES THAT ARE USED TO LURE VULNERABLE APPLICANTS.

  Business Response

  Date: 02/04/2025

  Hi *******, 
  Thank you for reaching out to our team. I’ve reviewed your account in detail and would like to clear up any confusion. 
  At the end of November 2024, you enrolled in a CompTIA program with a 14-day return window. Within that window, you contacted us requesting either a cancellation or a transfer to the Dental Assisting program. Since you were still within the return period, we approved the transfer. 
  On December 3rd, you spoke with our representative and signed a new contract. During this conversation, you were also offered a laptop voucher, with the understanding that you would receive it after the new 14-day return window had closed. You expressed interest in receiving the laptop immediately, so you signed an agreement waiving your right to cancel in exchange for early access to the voucher. 
  The laptop voucher was added to your account on 12/3/24 and sent to you on 12/5/24. It is your responsibility to redeem the voucher and place the order for the laptop. Our records show that the voucher has not been used, but we have fulfilled our end of the agreement as promised. 
  Additionally, when you later called at the end of the 14-day period, one of our representatives, who mistakenly informed you that they could process your cancellation. This was an error, as they had not noticed the signed agreement regarding the laptop. I’ve since conducted additional training with the representative and the rest of our team to prevent such misunderstandings in the future. 
  However, this remains a legally binding contract, and we are unable to process a return for your program at this time. For your reference, I’ve attached copies of both documents you signed. 
  We strongly encourage you to continue with your Dental Assisting program so you can complete your certification and enter the workforce. We are here to support you every step of the way. If you have any questions or concerns, please don’t hesitate to reach out to us. Thank you for your understanding. 

  Thank you,

• Initial Complaint

  Date:01/10/2025

  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 signed up with Career Step 3/15/24 to complete and Hemo dialysis course. Mallory McNeils was the person who did all of my paperwork and told the program was $3000.00 but I would be receiving a discount that would lower my balance to almost $2000.00. Mallory told me I had to pay 25.00 up front and agree to monthly payments off 200.00 to be automatically drafted from my account. I was in agreement with this as long as my payments could be on the 25th of each month. Mallory agreed. My first payment was due on the 15th, so I called career step explaining my dilemma and that I previously requested for my due date to be set on the 25th of every month. I was told by the representative that she would move it but I would have a 25.00 late fee and I expressed frustration concerning something I asked for ahead of time. I asked the representative if she would please correct this issue moving forward to which she replied, "yes". Next month the exact same thing happened, so I called again and was again told that I would again have a late fee. At this point I asked if I could back out of the program because I was not being heard as a customer, and I didn't feel like they weren't trying to work with me. I was also having issues with the modules online and when I would call for help, I was passed around not receiving proper assistance; having to figure things out on my own. I began to fall behind as the late fees were making my payments higher. Upon looking at my account I noticed that my balance was over $3,000.00, which was the initial balance before my discount, so I asked why the balance was so high and asked about the discount that Mallory explained to me. The representative told me she wasn't aware of any discount. Fast forward a bit, I lost my job and wasn't able to make my payments which I communicated to CareerStep, My plan was to take my exam and work for Davita . Since I am unable to make a payment today, my account is locked and unable to test and being turned over to

  Business Response

  Date: 02/06/2025

  Dear Thaia, 

  Thank you for reaching out. I wanted to clarify some of the details about your account, as it seems there may have been some confusion. 

  When we initially discussed the program and payment options, the Sales Advisor explained that the monthly payment plan would be around $175 monthly, with the total program cost of $4,100, but offered a 10% discount bringing the total to right around $3,800. Based on our agreement, you made a down payment plan with an initial payment of $25 on 3/15/24, followed by $125 on 3/25/24. Your first official payment with Monterey was scheduled for 4/15/2024, with payments of $180.43 due thereafter. 

  However, our records show that after your onboarding call on 3/22/24, we here at CareerStep didnt hear from you again until you were ready for your externship. However, we can see that you spoke with Monterey a handful of times. There were a few attempts to set up payment plans, but each time, the plan was canceled before the second payment was made. Monterey sent multiple notices about your account needing payment to avoid collections. Unfortunately, due to missed payments, your account was sent to collections, which led to your program being disabled with us. 

  I want to encourage you to set up a new payment plan and ensure that two consecutive payments are made. If you do so, we can continue to assist you in getting started with the externship. Additionally, we will provide a free 3-month extension to complete your payments, giving you by 6/15/2025 to finish the externship. 

  Were here to help you get back on track, and I look forward to hearing from you soon! 

  Best regards, 

  CareerStep Management 

• Initial Complaint

  Date:10/17/2024

  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 enrolled in this online program to get my dental assistant license. To date, I have paid 1201.83. I completed the program, but never received any of the credentials or certifications I was supposed to. There has been NO communication from them at all. I didn’t even receive lab kits I requested. I have sent numerous emails. No one from the company will respond. I have used the online chat forum. They tell me they can’t help me and I need to call learner’s support at ###-###-####. however, when I call Learner Support at that number I was given, no one answers the call. I have applied for a dental assisting job, and I could not get hired. When the dental office did a search for my credentials, none could be found, even though I completed the program.

  Business Response

  Date: 10/28/2024

  The learner enrolled in the Dental Assisting program on February 7, 2024, agreeing to the program terms and payment of $3,595.72. She had a 14-day period to withdraw if she chose to cancel her enrollment. The program consists of 20 courses, of which the learner has completed only the orientation and is currently in the Introduction to Dental Assisting course. To be eligible for certification, the learner must complete all course requirements. Her requested dental assisting kit was promptly sent to the address on file on February 22, 2024. Since enrollment, we have received five emails from the learner, each of which has been addressed by our support team. Upon her completion of the program requirements, we will be pleased to support her certification eligibility. For assistance, support is available Monday through Friday, 7:00 am to 6:00 pm MST, via email at ************************** or by calling ###-###-####.

  Customer Answer

  Date: 11/03/2024

  
  Complaint: ********
  
  I am rejecting this response because everything stated in here is a lie. I never received the lab kit. Nor did I receive shipping or confirmation emails from the company. Just nothing. I completed orientation, it was the phone call I had to do to get into the courses. I completed all 20 courses. I have attached copies of all of my numerous messages to the company showing all of my frustrations at being ignored. Can the company provide proof that they communicated wi the me? Because they did not. I have contacted them via emails, the online chat (where all they tell me is the only way I can be helped is to call the number they provide), and then I call the number and no one ever answers it. When the dental office who hired me could not find record of me and my credentials anywhere, that confirmed that this company had definitely scammed me. I would like the return of the payments I have made to them so I can enroll in an in person program to get my certifications. I can not start working in the dental office until I complete a new course that will take place in person on November 15. I am motivated and unemployed until I get my credentials. They are saying they sent me things they did not and that I did not complete the program. Not true. I was clearly scammed. So a refund will allow me to invest in an in person certification program so I can get employment. 
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:09/14/2024

  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.

  Was contacted by these people and was told that I would be doing externship, job placement, etc. I was also informed that they were nationally accredited. Started the course for Medical Assistant, Phlebotomist, and EKG. After a while I started looking up the program and found numerous complaints of people being lied to and not being able to finish their courses. I was told by the recruiter that they were nationally accredited. Lied. Also the lawsuit for the lies being told to Veteran families. My brother is a Veteran. So is my fiancee. No company should be able to continue business after reviews of misconduct and communications of lying to others about their programs and what they will do for those who decide to enter. This has made me very uncomfortable and would like to be released from the courses so I can find a better school that is nationally accredited by the ****.

  Business Response

  Date: 09/25/2024

  Ms. ******, 
  Thank you for reaching out with your concerns. We understand your thoughts and respect your request to cancel.  Your account has been returned and closed. If you have any further questions, please let us know.    

  Thank you,

• Initial Complaint

  Date:08/30/2024

  Type:Sales and Advertising 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.

  My teen daughter called and signed up for the Pharmacy Tech program with the intention of paying for and finishing the course. This took place on 8/15/2024. She paid around $170 on 8/16/2024 for the first month and planned to pay the rest over the next 2 years. They informed her that the course was “at your own pace” and that was good for her because she works as well. She had some issues navigating on the computer and called numerous times for help but was unable to reach anyone even though they claim to be there until 10pm. They also locked her out of the computer and she was not able to move forward with her work. She became frustrated at the lack of communication and decided that she no longer wanted to attend this program. I called for her today Aug 30 and they informed me that she was 1 day past withdrawing from the class and would be responsible for the rest of the payments. 2 years worth of payments. Keep in mind, they didn’t take her first payment until 8/16/24. They are a sorry company and have major lack of communication and rude staff. We would like for them to withdraw her with no further money owed and no mark on her credit. She is 18 and just starting out. They deceived her and I want it resolved.

  Business Response

  Date: 02/06/2025

  Dear ********, 

  Thank you for reaching out. We understand your concerns, and we have conducted a thorough review of your enrollment, course progress, and previous communications with our team. 

  Based on our records, you enrolled in the Pharmacy Technician program on August 15, 2024, and made an initial payment of $25, with the intent to complete the remaining $125 by August 26. On August 26, you contacted your advisor about login difficulties, and she provided guidance on reaching support. You then contacted our support team on August 28, where we assisted you with navigating the platform and syncing your accounts to continue progressing in the course. 

  On August 30, we received a cancellation request, which was unfortunately one day past the 14-day cancellation period outlined in the Enrollment Agreement. Since the agreement was signed on August 15, the final day to withdraw was August 29. 

  However, since the remaining portion of the down payment was never completed, we are able to make a one-time exception in this case. As a result, we will terminate the contract, and no further payments will be required. 

  We recognize that this is a unique situation, and we hope this resolution allows you to move forward with your goals. If you have any further questions, please feel free to reach out. 

  Best, 

  CareerStep Support 

• Initial Complaint

  Date:08/29/2024

  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 started medical assisting school with Career Step at the beginning of 2023. When I talked to administration I told them I had an eye surgery scheduled so I couldn’t start for 2 weeks after signing up, nothing was stipulated on their end stating there was only 11 days to decide if it was for you or not and after the 11 days you had to pay the full tuition even if you dropped out. I attempted to go through the course which was difficult to navigate and could never find anyone to help with questions I had. The guidance, promises and clarity on their end was horrible . I paid $2000 out of my savings and the remaining balance which was around $4000 was taken out of a credit card every month. They told me it was a work at your own pace and never stated I’d have to pay another $999 to extend the program after 12 months.

  Business Response

  Date: 02/19/2025

  Dear *******, 

  Thank you for reaching out. I understand your concerns, and I appreciate the opportunity to review your enrollment details and provide some clarification. 

  When you enrolled on June 20, 2023, our team discussed the program structure, available support, and payment options to ensure it was a good fit for you. You also mentioned your upcoming eye surgery, and we made sure you had access to the course and resources when you were ready to begin. After your onboarding call, you completed 3.5 out of 22 course sections between June and September 2023. 

  In July 2023, you reached out to ask about the cancellation policy, and we provided information based on your Enrollment Agreement. This agreement, which you had the opportunity to review and sign, includes details about the 14-day refund period as well as the extension policy. Your ****************** account later fell into default in January *********************************** June 2024. 

  At this point, given the time that has passed, we are unable to make any adjustments to your enrollment. However, Im happy to answer any additional questions you may have or direct you to the appropriate resources if you need assistance regarding your account. 

  Best, 

  CareerStep Support 

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22216377
  
  I am rejecting this response because: i was never tolls I would have 14 days from signing up to cancel. You knew I had surgery and I was verbal about the fact that I couldnt start for 2 weeks. I never even had a chance to start to see if it was a good fit before that trial period was over. I was never given any help **** it was not clear on your part that Id we didnt finish within the year it would cost MORE to complete. You people took my money knowing **** well I wouldnt get that 14 days for a refund. Everything about this experience with this school was horrible. 
  
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:08/21/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Date of transaction June 27, 2023 Asked on July 19 for a refund as I had asked the person that enrolled me several times if this program was accredited and never got a response. I also asked back then if I could cancel this as I had read reviews and they all said that the AHIMA will not accept your courses to become certified. I also was told that my payment would be $105 a month and it changed to $157 a month. I have never received any materials that were promised. Also my account was locked out due to non payment of which Monterey Financial is trying to collect. I feel that if I am not able to even work on the course that I should not be charged for it and making payments. I think the whole thing is a scam and now I have a bill for $3000 and nothing to show for it. Several times I emailed people on this refund situation and also about the payment situation. Also about the accredited question. Things were promised in the beginning of this course did not come out to be true as time passed.

• Initial Complaint

  Date:07/12/2024

  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.

  On July 16, 2023 decided to look into the Behavioral Tech program. I called the office at ************** and talked with a woman who stated she was in a CareerStep office out in *****. During this call she stated that the program I was interested in was accredited, which is false, and that she would be able to get a discount on the total cost of the program. I agreed to start the paperwork and I request led her to explain each thing that I was signing and she gave me very little information on the documents that I was required to sign. Afterwards, I put a downpayment of around $500 to start the program. She then stated that the support and staff are absolutely amazing and are always willing to help, to which she explained that I would get an email with program details and an orientation with my coach. It took nearly two or three weeks to receive the email to begin and my couch never reached out so I was left with an overwhelming amount of program work and little to no support. So, I tried reaching out to my coach and career step to find out whats going on and career step said theyd have my coach email me. A few months later, I tried reaching out again and still nothing. Even without support I continued trying to get through the program without any clear direction and I was a few sections from being half way and my account wouldnt let me log in. I called CareerStep numerous times at ************** and they said to reset my password. I did and it still wouldnt let me back in. The next time I called they said theyd refer me to their technical team, and they said theyd work on fixing my account and reach out when its working again. I never got contacted and now its been several months and Im getting emails about paying to continue! That is absolutely ridiculous and outrageous!

  Business Response

  Date: 07/29/2024

  Thank you for reaching out and bringing your concerns to our attention regarding your experience with our Behavioral Tech program. We appreciate the opportunity to address this matter and clarify our processes.
  Upon reviewing your enrollment records, we found no record of communication initiated from your end during your enrollment period. Our welcome email, sent within 24 hours of your sign-up, provides detailed instructions on accessing your program, including information on logging in, navigating our online community, and scheduling a welcome call with an Advocate. I apologize if there was any confusion regarding the scheduling of the call with an Advocate; our program is indeed 100% online and self-paced, and we encourage learners to reach out and schedule calls as needed.
  We apologize for any confusion or inconvenience this may have caused. Your feedback is crucial to us, and we are continuously working to enhance our services based on your experience. Thank you,

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 21980866
  
  I am rejecting this response because:
  

  CareerStep continues to avoid working with the fraudulent situation theyve created. Ill look back in my emails and phone records to post them here if I have to. And not only that, Ill be letting all of my social groups know how absolutely incompetent and dishonest they are.

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

• Initial Complaint

  Date:07/03/2024

  Type:Product 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.

  The amount of money my loan is I didnt receive scrubs or hands on training the meet and greet for clinicals the lady was blindsided. They didnt tell her we havent practiced on live people. I am requesting my loan be closed and money be issued as refund.

  Business Response

  Date: 07/29/2024

  Thank you for bringing your concerns to our attention. We take all feedback seriously and are committed to addressing any issues promptly.
  CareerStep offers externship placement following the completion of your online training. According to our records, we advised you on multiple occasions to contact FTCC to confirm your completion of the online training; however, we did not receive a response. It also appears that you did not reach out to our externship team for assistance with placement. The externship team is responsible for ensuring that the training center is informed of your experience prior to placement.
  Regarding program materials, please note that CareerStep does not provide scrubs or other materials for your externship.
  Unfortunately, we are unable to issue a refund or close your loan.
  If you have further questions or need assistance, please do not hesitate to reach out. We are here to help.

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 21936567
  
  I am rejecting this response because: actually I have reached out to your Externship and that actually goes to show that yall dont document. 
  
  Sincerely,
  
  ***********************