I ordered a study program from the contractors state license school. I was misinformed about the program and asked for a refund, which I was denied.
I ordered the Platinum program for $395.00 on June 18, 2015. Conf# XXXXXXX. This was for a study program including book and online practice tests. I wanted to obtain an additional license for a popcorn ceiling removal. I spoke to the customer service representative at the Contractors State License School and asked them which study program I needed to purchase to study for the right license. They told me that it would be either c-2 or c-9, for the popcorn ceiling license, but I should contact the CSLB to confirm which one it is. I contacted the CSLB and the agent told me that it is c-2 for the popcorn ceiling license. I went ahead and ordered the C-2 insulation and acoustical contractor program from the Contractors License School and payed with credit card. When I picked up the book from the West Covina School, I noticed that this was not what I had ordered, the book had no information on popcorn ceiling removal, instead had acoustic ceiling, sound equipment removal information. I told the agent there that this was not the book that I had ordered, but the agent told me just to sign the release form, take it home and then call the customer service number and that they will take care of it. I picked up the book right before the west covina office closed, almost to 5pm, and the agent there rushed me to just take the book, sign it and ensured me that the customer service will take care of this for me, and give me a refund. I took the book home, did not use it, or even log in to the practice exam website, and called the customer service line. They told me that I need to write an essay recalling what had happened and that it would take many months for them to see if they can give me a refund. They explained that the customer service will need to forward it to the special department, and then to the manager and upper level associates for the refund to be approved. This will take many months they said. I wrote the essay and sent it to the school. A couple weeks later, I was denied the refund. I have no use for this product, I was misinformed about the product, and have not used it at all. I would like a refund on this product, and also file a complaint on how this request for a refund has been handled. The refund is for $395.00 and I have the book, which is just a binder with xeroxed copies of the law not opened since I opened it at the west covina office which I am happy to return to them for the full refund. I have also not used the online practice exams, or logged into the site which is also part of the $395.00. This price also includes the application that the school will fill out, and I am not taking the test since this is not a license that I need. This price also includes the 8 hour crash course which I have not enrolled and do not plan on attending. This price also includes the use of the computers and study materials at the west covina office, which I have not even gone to since picking up the book.
I would like a refund of $395.00. I will return the binder that is in perfect condition, not opened or used at all to the west covina office where I picked it up. I would like a refund on a product that I was misinformed to purchase and do not need. I even told the agent when I picked up the book that this was not the right product.
For the ***** **** file: We denied her request due to the terms of the purchase. We have made numerous offers to remedy the concerns but the client has declined all efforts. The offers of addl service or placing the enrollment on hold for up to five years is still valid.
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response. First, the business has lied on the response to the BBB. They have NOT "made numerous offers to remedy the situation". They have only sent me ONE email. I would like to receive my full refund because I was told by the company representative Jasmine from the west covina office that I WILL be promised a refund as long as I pick up the book from her and then contact the office on the following Monday. I do not appreciate the company lying saying that they have "made numerous offers". This statement is completely false. I do not appreciate being treated this way, and I was promised a refund from the company employee and expect the company to hold to their promise.
Final Consumer Response
To Whom It May Concern,
This is in response to the above-mentioned case for student ***** ****.
CSLS has honored the student's request and resolved the matter directly with them.
Per the student's complaint, the trade they requested was based on information provided by the CSLB. The materials ordered were those for the requested trade, but the student acknowledged that there was a confusion on the buyer's part choosing the correct trade, as trade C-2 is for insulation and acoustical, which is what the materials contained.
Although CSLS has a non-refundable policy due to costs incurred in reserving seats, ordering, and shipping materials, an exception was made in Student ****'s case. On January 29th, 2016, refund check no. XXXXX of $395.00 was issued and mailed to ***** ****.
On February 02, 2016, CSLS received an e-mail confirmation from ***** **** indicating that the check had been received.
At this time, CSLS is respectfully requesting that this complaint be closed.
We thank you for bringing the matter to our attention. CSLS is actively working to improve service levels and your involvement has proved to be invaluable.
Contractors State License School