Complaint I haven't received refund for a course they cancelled. I signed up for their lead certification course. They charged my card 275.00 on July 2. When I showed up for the course on July 22, I was informed the course was cancelled as there weren't enough people that had signed up. No one notified me although they had my email address (per the receipt they sent me) and I gave them my cell phone number. I have yet to receive my 275.00 refund from the course. They say they sent one check via certified mail but I was out of town and didn't receive it. They sent an email on Aug 13 saying they were trying to track it. I emailed 2 days ago as well as this morning to follow up and they are no longer responding.
Desired Settlement I would just like my refund and I would like it noted so other consumers don't have the same trouble. I have already notified my national franchise that they should no longer recommend this business for certifications.
Business Response We here at Phase One Consultants do our best to resolve any issues dealing with customer service. Unfortunately we don't always meet everyones expectations. We have a policy of refunding any fees to a customer by way of paper checks. This is usually sent to customer by certified mail. In the complaints case, we mailed the check to her address and she was not home to receive it. Therefore, the certified letter bounced back to the central post office in her area for her to pick up within 15 days. The letter stayed there for well over 20 days with no one retrieving it. It arrived back at our office and we attempted to call her by phone on Sept 8, 2014 to arrange one of our employees to meet her in person and hand deliver the check to her. She never responded to our call. Afer spending two days in her city doing other required assignments our employee drove back to the office 179 miles one way. We have done everything we could to get the refund back to her but she is not communicating with our office! At this very moment, we have resent the check to her address as she has requested. This letter is certified and according to USPS should arrive at her doorstep Monday September 15, 2014.
Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) I received the refund check today.
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in 45 counties in MiddleTennessee and Southern Kentucky. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
BBB found business made good faith effort to resolve complaint but customer not satisfied with business response
BBB found that business adequately addressed the disputed issues and made a good faith effort to resolve them; however, customer has informed BBB that he/she is not satisfied with the outcome. In some cases, business may have agreed to mediate or arbitrate the complaint but customer declined to participate in mediation/arbitration.
Customer not satisfied with business response; BBB did not find business made good faith effort to resolve complaint
BBB did not find that business adequately addressed the disputed issues and made a good faith effort to resolve them, and customer has informed BBB that he/she is not satisfied with the outcome. In some cases, customer may have agreed to mediate or arbitrate the complaint but business declined to participate in mediation/arbitration.
BBB did not receive a response from business
BBB did not receive a response from business after two attempts to contact business, and BBB communications with customer do not show that business contacted customer to resolve the complaint.
BBB cannot process complaint
This includes situations where BBB cannot locate business, business is no longer in business, or business is in bankruptcy and complaints must be submitted through bankruptcy trustee.
Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
BBB began including complaint response text in BBB Business Reviews on July 1, 2013. BBB reports the complaint response text for all reportable complaints against a business that are received electronically.
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
Some Better Business Bureaus offer additional content and services in BBB Business Reviews. The additional content and services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release. Not all enhanced content and services are available at all Better Business Bureaus.
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
Customer Review Experience
5 points per review
3 points per review
1 point per review
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business. Details
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.