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Complaint Details
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Initial Complaint
11/23/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I purchased a pre-license study package that included an all-day virtual, instructor-lead course for the **************** *********** Broker's license. I took the day of from work to attend the training. We sat there for 30 minutes and no instructor showed up and the class was cancelled. This pushes out my exam about a month of so as I cannot just randomly take days off from work to attend the next virtual training. Also, what guarantee is there the trainer will show up? I called their ************* number and no supervisor or anyone could give an explanation or reassurance that this won't happen again. There is ZERO ACCOUNTABILITY with this organization and I still have not heard anything back about a discount or any information about what they will do to ensure this doesn't happen again. This company should not be allowed to operate like a "fly by night" organization when their customers are counting on them to pass their test. I want an explanation and a discount off the package I purchased.
Business response
12/07/2023
After reviewing the schedule of live classes, it was determined there was a scheduling issue with who was supposed to lead the class. This resulted in the 11/22/2023 live session not being available to students.
Resolution Taken
Rockwell Institute scheduled a make-up class for 12/2/2023. We made 3 phone attempts to reach the student prior to the reschedule date along with an email detailing this information. No communication has been received by the student after multiple attempts to reschedule to the December offering which has now passed. The next available session is in January.Initial Complaint
10/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I paid Rockwell institute 549$ to take my real estate class my two years is up and a month and since June 19th 2023 I have been trying to get Rockwell institute to send my course completion to PSI so I can sign up for my state exam and they refuse and every time I call they tell me that they're going to send over my school completion so I can take it. But then every time I call them back because it hasn't been done. They tell me that I never called when I have proof that I did call now because of Rockwell. I'm going to lose out on 549 because they don't want to do their jobBusiness response
10/24/2023
Thank you for the feedback. After reviewing the students account, we can see the Practices course was reported to PSI on 9/7/2022. However, the course can only be used within 2 years of completion which expired 8/22/2023. We did report the course again on 10/18/2023 but at that time the course was already expired.
Resolution Taken
We have been in contact with the student to explain the 2-year course expiration window. The student has been provided access to the course and exam prep to complete again. The student was also advised that the Fundamentals course will expire 12/5/2023 and the Practices course and exam will need to be completed before this date or she will need to take the Fundamentals course again.
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Contact Information
Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.