ComplaintsforHPi Certified Training Academy, Inc.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am having a dispute over a training class that I prepaid for with this company. Attached is a letter that I sent to Mr. ** ******, Director of Operations, on May 16. He did not respond whatsoever. This letter should sufficiently explain the circumstances of my complaint and my desired outcome.Thank you,***

  

  Business response

  06/04/2024

  We are sorry to hear that you are dissatisfied with your experience. We strive to ensure a transparent and organized experience for our customers which begins with the registration process on our website. In order to register and pay for any class, including the Beginner Handgun Class, which is the subject of this complaint, each student agrees to these payment terms and conditions; The cost of this course is $85.00 (+) non-refundable $2.98 payment convenience fee, total is $87.98.
  Participants are permitted to reschedule ONE time within 90 days and HPi Certified Training Academy reserves the right to reschedule a course for any reason.  In order for us to adequately plan time and resources for this course, we ask that if you need to cancel or reschedule, that you do so prior to 48hrs. BEFORE the course. Failure to do so, will result in a $42.50 reschedule fee, no refunds will be issued within 48 hrs. of course. Customer must email ************************************* to submit rescheduling/cancellation requests. No Shows; failure to arrive for a scheduled class within ************************************************************************** refund.
  By completing registration including payment signifies customer agreement with these terms. 

  When registering for any class each customer agrees to these terms as payment must be made in order to successfully register for a class. Additionally, all students who register for any class on our website receive multiple automated email and text reminders.

  On 4/19/2024 the following text was sent to a student registered for the Concealed Carry Class on Saturday April 20, 2024 starting at 9 AM.

  Good morning, this is an update concerning your concealed carry class at HPi Certified Training Academy scheduled for tomorrow, Saturday April 20, 2024. Due to circumstances beyond our control we are having to reschedule this class. We apologize for any inconvenience this change may cause you. You will be automatically rescheduled to the next available Saturday class on April 27, 2024 starting at 9 AM. You will receive an email reflecting this change, if you do not see it, please check your spam folder (it comes from ********). If you are unable to attend the class on the 27th, you must email us at ************************************* no later than 9AM on Thursday April 25, 2024 and we would be happy to assist you with rescheduling to a day/time that is convenient for you. Please include in your email a detailed message with the date of the class you would like to be moved to and we will take care of it (you can view all available course dates on our website at; ************************************************************************). Finally, we appreciate your understanding and look forward to seeing you soon!

  You were registered for the Beginner Handgun class on 4/20/2024 starting at 1:00 PM and did not show up for the class.

  On 4/22/2024 you phoned the office and the training team responded to you with the following email.

  Good afternoon,
  
  We have received your message requesting clarification on your beginner handgun class. We have researched all the classes you have taken with us and can share a full history outlined below.
  
  Our records indicate that that you took the concealed carry class on January 13, 2024, and you are not registered for any other concealed carry classes.
  On 2/1/2024 you registered for the Beginner Handgun class on 3/9/2024
  On 2/13/2024 you emailed us requesting to reschedule this class to 3/23/2024 which we did and sent you a new confirmation email
  On 3/22/2024 we rescheduled this Beginner Handgun Class to 4/20/2024 due to the rain forecast. A detailed text and new confirmation email was sent to you that day.
  On 4/20/2024 you did not show up for the class
  
  Please respond to this email should you have any further questions.
  
  Sincerely,
  
  
  The Training Team
  
  HPi Certified Training Academy Inc.
  10047 Midlothian Tnpk., Sute 200
  *************************
  **************
  
  www.hpicertifiedtrainingacademy.com

  No email response was received from you for the above communication.
  
  On 4/29/2024 you phoned the office and the training team responded with the below email.

  Good morning,
  
  We have received another message from the office regarding some ongoing confusion regarding your classes. Upon further investigation, we have discovered that the same phone number is on file for both you and another student. They registered for the concealed carry class on May 18, 2024, and you were registered for the Beginner Handgun class on April 20, 2024, and did not show up for the Beginner Handgun Class (please see the below forwarded email that was sent on the 22nd of April for full timeline). A text notification was sent to this same number to notify them that the concealed carry class scheduled for the 20th of April was being rescheduled however, the Beginner Handgun class was not rescheduled and took place as scheduled. I believe the fact that each of you have been scheduled for different classes on different days while receiving updates at the same phone number for both has caused the confusion. We recommend providing a different phone number for one of you so both of you arent receiving updates at the same number for both of you may clear up any confusion.
  
  Please respond to this email should you have any further questions.
  
  Sincerely,
  
  
  The Training Team
  
  HPi Certified Training Academy Inc.
  10047 Midlothian Tnpk., Sute 200
  *************************
  **************
  
  www.hpicertifiedtrainingacademy.com

  That same day our training team received the below email response from you.

  Thank you for the information. 
  
  I have already clarified this matter with ********, and she has been extremely helpful.
  
  I will keep using the same phone number, as it is my only phone number and I have had it forever...
  
  Thanks for reaching out to me,
  
  -***

  On Monday May 6, 2024, you called our office, left a voicemail and our training team responded to your inquiry in the below email which was their attempt to resolve this matter with you.

  Good morning,
  
  Thank you for contacting us. All re-scheduling requests are handled in writing at this email by the training team. We have received your VM inquiring if you are registered for the Beginner Handgun Class on May 11, 2024. At this time, you are not registered for this class as you were a no show for your scheduled class on April 20, 2024. According to the payment terms and conditions agreed upon when registering, no-shows are ineligible for re-scheduling however since there was some confusion due to you and another student sharing the same phone number, we are sympathetic to your situation. In this case, we could treat this situation as a last-minute re-schedule which would only require you to pay the re-schedule fee vs. forfeiting all fees paid. Once this fee is paid you would be eligible for re-scheduling to another class.
  
  You can pay your re-schedule fee at the below link.
  
  *****************************************
  
  There are currently a couple remaining spots in the Beginner Handgun Class for the 11th of May. Once we receive your payment, we can re-schedule you.
  
  We thank you for your understanding and compliance with our company policies.
  
  Sincerely,
  
  
  The Training Team
  
  HPi Certified Training Academy Inc.
  10047 Midlothian Tnpk., Sute 200
  ************************************************
  ***************
  
  www.hpicertifiedtrainingacademy.com

  Our training team who handles all scheduling including any cancellation/re-scheduling requests in writing via email has been responsive to all communications. Additionally, **************** has verbally discussed your concerns with you over the phone. We do understand how there could have been some confusion, we have suggested a resolution to the cause of any confusion (i.e. providing a separate phone number) which was declined, and we have offered a compromise by offering to let you pay the rescheduling fee vs. forfeiting all fees paid as is the case with no shows. We hope you will reconsider our offer and abide by our policies which were agreed upon when registering as these policies serve a purpose to our small business.
  
  
  
  

  Customer response

  06/06/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I will contact BBB to discuss the matter from my perspective. Thus far, my voice is not being heard whatsoever.

  
  /Regards,
  
  *************************
  
  
  
  

  
  

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