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Complaint Details
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Initial Complaint
02/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I Registered for a pediatric advanced life support renewal course before the expiration of my certification, printed out the receipt for $140 and showed up to class at the correct time and place and was told I could not attend due to not completing the pre-test which turned out to be a note at the bottom of the email receipt that I did not see. That requirement was NOT on the printed receipt. My certification has now expired, the company has no other renewal courses before the end of the month, I am not allowed to get the $140 refunded and my only other option for certification is to pay them MORE money and more of my time to complete the entire course again. I want a refund of $140 immediately
Business response
02/26/2024
Hello,
This student has attended and completed 8 of our classes since 2020. She has previously taken Advanced Cardiovascular Life Support, **** Renewal and Pediatric Advanced Life Support, **** Renewal with us in 2022. She recently completed an **** Renewal class with us on January 18th of this year. According to our records, the student registered for both the **** Renewal and **** Renewal class on the same date 12/22/2023 through our website. When you register on our website it notes there is a required pre-test and has the link to click to access the pre-test. The pretest information is also given in the confirmation email.
She arrived prepared for the **** Renewal class on January 18, 2024 with her required completed pre-test; however, for the **** renewal on February 23,2024 she did not arrive prepared for class with the required pretest for ****. The pretest is a requirement mandated by The *************************** AHA. Without the required pre-test, we cannot allow the student to attend the class, this is stated in all caps, bolded and in red in the confirmation email. This is not a new policy; pretest for **** and **** have been required for a number of years.
The confirmation email for both classes provides similar information: the date, time, details, area to click for receipt, notification of required pretest and instructions on how to access it, information on breaks and card delivery and our cancellation policy. She notes she did not see it in the **** Renewal confirmation email. The notice is in all caps, bolded and in red so our students can be alerted to this requirement,just like in the **** Renewal confirmation email.
In order to receive a refund, our cancellation policy notes, a 24 hour notice via email is required. We offered to reschedule the student, but with being close to the end of the month, there were no other **** Renewal classes for this month. The student expires in February, so we offered to apply her funds to the full **** Provider class, but she did not wish to do this. We offered to apply the funds to another class, but at this point she requested a refund. While we understand people make mistakes, we are not responsible for an oversight on the students part. We would still like to help the student and are able to offer to move her into the Full **** Provider class without having to pay the additional $60 for the difference in class type. We normally would not offer this, as the error was not on our part; however, we want to help and take care of this student.Customer response
02/28/2024
Complaint: 21339034
I am rejecting this response because: unfortunately this company has prevented me from the possibility of ***************** to care for sick and/or injured children where the **** certification is required. By both denying me a full refund of $140 and not providing the possibility of a **** renewal course in a timely fashion I have lost the ability to continue in this manner,
Sincerely,
***************************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.