Security Guard Exchange

Additional Notes

Complaint Category: None of the Above - Credit, Billing or Collection Complaint Issue

Complaint: Security exchange is refusing to refund payment for a class I am unable to attend.
I sent an email requesting information on use of the Post/911 GI Bill for the class D and G security certification and did not receive any response. On Wednesday May 2nd I paid out of pocket for both classes on the website. After I registered I read that I would be receiving a call in 1-3 days to confirm my class dates. I received no such call. I then called to confirm if the dates I chose were available and the person I talked to said that they "should" be and that class starts at 9:00 am. He also told me I would be sent an email confirmation in about 2 minutes. When I checked my email there was a page sent from Security Exchange had a payment confirmation and it said start date, but the date was left blank. I was sent an email on Monday May 7th at 4:00am that stated the following: "We want to inform you that the xxxxx. I called Security Exchange to request a refund and spoke to xxxxx, who told me it was against the company policy to give refunds. I told xxxxx that due to my current situation I would not be attending his course. I was recently honorably discharged from the U.S. Army, have a 4 month old son, am unemployed, and temporarily without transportation. When speaking with xxxxx he was professional and courteous up until the point when I politely and respectfully ask him, if I was speaking with a local representative or if he was at the corporate offices. Since we were discussing the Tampa, FL class. He then became somewhat defensive and told me in a very condescending tone that he was at the office in North Carolina and he was "sure" he knew more about Florida and the Florida area then I did because he lived there for years. Every time I attempt to call Security Exchange they either do not answer or tell me they will look into it and call me back. I have yet to receive a call.

Business Response
To whom it may concern,
We are in receipt of xxxx complaint against our refund policy, regarding the training he purchased for himself.
In reviewing his complaint xxxxx was not present for his scheduled training date. As the attached roster shows he was expected for training and a seat was reserved in his name for the D40 training session on May 7, 2012 in Tampa, FL. An additionally attached roster for the G28 session today, May 17, 2012 also shows that he was expected to attend.
xxxxx purchased the training online and as the two attachment show, the consumer cannot continue the purchase of the training session without clearly agreeing to the terms and conditions. The consumer, after agreeing to the terms and conditions, selected from a list of available dates which date is best for him to attend his training session with date and time publicly available.
The training session was conducted on the indicated date with other people in attendance. xxxxx seat was reserved in his name and was not occupied for the duration of the training session. As the allowable seating space in the training facility in Florida is regulated by the State, we cannot simply return people's monies, to a trainee who did not attend reserved and paid seating.
In conversation with our office it was made very clear to xxxxx that if he wishes to reschedule the training to a different date, we will gladly do so with no rescheduling fee whatsoever being charged. However, we will not extend a refund for courses that were conducted in their entirety and had a seat reserved in the consumer's name which went unused by the consumer.
Security Exchange has a responsibility to provide the service expected by the paying consumer. The consumer also has a responsibility in abiding by the terms and conditions of the purchase.
As the attachment shows we allow 30 days to begin the training from the date of purchase, we allow one rescheduling per course purchase and we also clearly state that the courses purchased are nonrefundable. In some cases we offer limited refunds.
Because xxxxxis a US Service Member and because we believe it be to that Security Exchange has committed no wrong, we offer xxxxxa $145.00 refund. That amount will withhold $100.00 from the original purchase price of $245.00, $50.00 for each seat that was reserved in Mr. xxxxx name on both on sessions May 7 and May 17, 2012.
Likewise, xxxxx continues to have the option to rescheduling his training and we would do so without any rescheduling charges.
Regards,

Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.