Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 19th, 2024 I purchased the P&C course with americas professor. I was given one extension to access the course. I reached out to get another possible extension and was declined. Needless to say I still was not able to obtain my P&C license. This course included the 40 hour material and the fee for the license. Truly for over 200.00 there should allowed access until the material is coveted and the required 40 hours are met. So here I am spending 200.00 odd dollars and nothing to show for it. How much sense does that make so just throw away money like that. Of course progress was made in the course itself but because I work full time and was taking care of an ill family member finding time to study the material was almost impossible. With the fees charged we as consumers shouldn’t have to have a time limit set on us. Simply because life happens!

  Business Response

  Date: 08/05/2025

  This was not a transaction with ExamFX. America's Professor is not associated with ExamFX. ****** needs to connect with the company she purchased from.

  Customer Answer

  Date: 08/19/2025

  Complaint: ********
  
  
  
  I am rejecting this response because: clearly you all cannot read or just didn’t take that time to look at the updated photos. Since they CLEARLY SAY EXAMFX.  Yes initially I made a mistake and uploaded americas professor but since I have updated to EXAMFX PHOTOS OF THE PRODUCT OF YOU ALL’s I was never actually able to benefit from! 
  
  
  
  Sincerely,
  
  
  ****** ******

  Business Response

  Date: 08/20/2025

  We find the information below to fully explain our perspective on the course purchased from ExamFX and stand behind our decisions which we made inline with our posted policies. A refund is not possible.  ExamFX communicates access period during registration and the 1 year limit in the Terms and Conditions which are presented and agreed to by the customer during registration. ExamFX has fulfilled it posted policies and this matter is considered closed

   

  ****** purchased a course from ExamFX in January of  2024.
  Course was purchased on 1/18/24. ExamFX refund policy and terms and conditions
  are agreed to as part of the registration process. ExamFX communicates the
  course comes with 60 days of access initially and user can buy course
  Extensions not to exceed 1 year from date of registration.

  
  ExamFX Terms and Conditions can be found at the following
  link 

  
  The specific portion about access period is below:
  ExamFX products have different course access periods, but some
  allow for the purchase of extension periods. Your access to a product will
  terminate when the course period expires or, if you purchase an extension, when
  the extension expires. Under no circumstance will your access period, even with
  the purchase of extensions, exceed one year. Notwithstanding the foregoing,
  ExamFX reserves the right to terminate access to a course or product early if
  such course/product is being discontinued (removed from ExamFX’s course/product
  offerings list). Unless the discontinuance of the course is required to address
  legal or regulatory mandates, ExamFX shall provide 30-day advance notice by
  email or posting within the course/product, or, if less than 30 days, as soon
  as known. You are solely responsible for completing such course/product before
  the notice period expires.
  
  ExamFX refund policy is as follows:
  Insurance Course Refund Policy
  
  In order to be eligible for a refund, all of the following conditions must
  apply:
  Customer must request refund within 48 hours of purchase. - ****** purchased on
  1/18/24 did not request refund till 8/6/24

  Customer has spent less than 1 hour within the course.  - ****** course usage was 2.5+ hours

  Customer has not accessed any exams. ****** completed a
  Practice Exam on 1/18/24
  Customer has not earned a certificate of completion (if
  applicable to product purchased).
  All physical materials must be returned to ExamFX in original, unused
  condition.
  Returns must be postmarked within 10 calendar days of the refund request date.
  
  Refunds will not be granted for failure to complete study materials or failure
  to attend lecture(s) when purchased. Access to online study materials will be
  terminated upon refund approval.
  
  Course extensions, digital add-on products and in-course purchases are
  non-refundable.
  
  Our refund policy is subject to change and varies by state. Please review your
  specific state’s full refund policy on our FAQ page
  for Kansas, Nevada, and Oregon (KS, NV, OR). See the Refund
  Policies section at the bottom of the page.
  *Business hours can be found here.
  
  ****** purchased course on 1/18/24. All items received digitally
  and she accessed and used the course.
  On 8/6/24 ****** requested a refund and was informed by our
  Support team the course was not eligible for a refund based on 1.5+ hour of
  usage and course is outside the refund eligibility window. 
  On 1/25/25 ****** contacted ExamFX about buying a course
  extension, where she was reminded of the 1 year limit on course access and
  explained in the Terms and conditions.
  on 1/27/25 ****** contacted ExamFX and was again informed of the
  1 year limit on course access and explained she would need a new course
  purchase.
  on 2/7/25 ****** filed a BBB complaint against ExamFX which was
  responded to and has since been closed by BBB.

• Initial Complaint

  Date:07/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of the transaction: May 5, 2025
  
  The amount of money paid the business: $256.64
  
  What the business committed to provde you: As stated on their site, "Not all prelicensing training programs are created equal. We should know, we've been in the business of preparing candidates to pass their licensin exams for a combined 40 years. Our experts have learned how to best accommondate various learning styles and deliver the most comprehensive prelicensing learning platform on the morket."
  
  The courses was expired before I was able to get the certificates for the State exam. Spoke with rep on the phone July 25, 2025 @ 1:15pm regarding an "Extension" that I had no idea it would be extra funds out of pocket. The money spent for the courses is now non-refundable, and now the Guaranteed as stated on ExamFx site is not accurate. I feeling like the company fraud me out of my money, training, online learning and cerificates. It has now caused an issue with employment.
  
  We can help. We have a long, established history of helping people realize their professional goals through comprehensive training and innovative tools delivered by industry experts. Learn more about our solutions below.
  
  What the nature of the dispute is: Refund, Guaranteed success of gaining license(s)
  
  Whether or not the business has tried to resolve the problem: The rep did not consider resolving the matter, she just blow me off as if my situation did not matter to her or the company.
  
  If the issue involves advertising, when and where the ad was seen or heard:

  Business Response

  Date: 07/28/2025

  ********* ****** purchased an online self-paced course form ExamFX on 5/5/25. ExamFX courses are 60 days of access from purchase with the option to buy course extensions. ExamFX communicates this during course registration. In addition at every single log  in we present the activation date and expiration date of the course. Many customers are able to complete the course in as little as 1 week. ExamFX provides 60 days as we understand customers have competing priorities.  We offer the ability for the course to be extended to help those users who need more time without having to start over.
  
  When ********* Called this the information that our representative relayed.  We are happy to work with ********* and our Customer Support Manager will be in touch with him directly.
  
  

• Initial Complaint

  Date:07/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a life insurance licensing course from ExamFX for $104.98 on June 10, 2025. After paying, I discovered there was an unexpected $200 testing fee that was never disclosed to me upfront. Due to this, I submitted a dispute with Discover.
  After the dispute was submitted, ExamFX immediately deactivated my course access, so I could not complete or use the product I paid for. Discover later informed me that ExamFX had denied the dispute, and reversed the credit they had issued me.
  When I contacted ExamFX, I was initially told the dispute was “still ongoing.” After pushing further, they finally admitted that the dispute had been denied — but also stated they were “not obligated” to provide me with documentation of what they submitted to Discover. They refused to offer a refund, citing policy terms I was never clearly shown, despite me only using the course for a few hours and being locked out shortly after.
  I am now left without access to the course I paid for, without a refund, and without the documentation needed to pursue the matter further with Discover. This experience has been frustrating and misleading, and I feel the company’s handling of the dispute was dishonest and designed to prevent me from getting my money back.
  I’m seeking a full refund of $104.98 and accountability for the way this was handled.
  I researched ExamFX and found many other customers reporting similar issues. Reviews on Trustpilot and Reddit mention account lockouts, refund denials, and misleading policies. One Trustpilot user wrote: “Do NOT recommend! Use another company… they simply looked for a reason not to refund the $$.” This shows a pattern of behavior, not just a one-time issue.

  Business Response

  Date: 07/10/2025

  ******* ********* purchased an online self paced course on 6/10/25. on 6/26/25 She put in a dispute with her credit card company.  ExamFX receives notice when a customer disputes a charge.  ExamFX shuts course off while the dispute process is ongoing.  ExamFX has the opportunity to respond the customer dispute to explain why the charge is valid.  ExamFX is not the authority of the charge. The payment processor will review the customers claims and the response from ExamFX and will make a decision. This process can take 4-6 weeks typically to fully resolve. We explained this to Madison via email.  The dispute is ongoing and active at this time.  If ExamFX wins we will restore the account with correct remaining days of access. If the Customer WINS then the acct will remain deactivated and the payment processor will return the funds to the customer.  This is the standard practice for all companies and the various payment processors.

  Madsion Purchased online self-paced course from ExamFX on 6/10/25  ExamFX Refund policy is presented at time of purchase.  The refund policy is agreed to during registration. User made the purchase and is in possession of the material. User has accessed the course 6 Hrs 47 mins.  User requested refund on 7/9/25 and was informed the account was not eligible for a refund based on times passed since purchase and amount of course usage.

   

• Initial Complaint

  Date:07/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was Required to obtain licensing from this company by another company, *************, in order to obtain employment. After registering for the program I reached out to Bisanz for guidance before starting the program. ****** never responded and fell off the face of the earth. After 4 weeks of non-responsiveness, I decided to request a refund as both companies now appear to be a scam. This is unacceptable to be victim of this scam. ExamFX has declined my request for a refund.

  Business Response

  Date: 07/09/2025

  ******* *************** purchase online self paced course on 6/3/25 at the direction of a 3rd party whom she was working with. ExamFX refund policy is presented and agreed to as part of the purchase process. The refund policy is also included in the receipt emailed post purchase to customers.  ******* spoke to our Customer Support team on 7/7/25 requesting a refund and was informed why the account was not eligible.

  In addition ExamFX is Market leader in the Pre-license field. ExamFX is so confident in our training program that we guarantee users who successfully complete the Readiness Exam* found in our insurance prelicensing courses will pass their insurance licensing exam on their first attempt!  

   

  ExamFX refund policy is as follows:

  Insurance Course Refund Policy
  Customers may request a refund (less shipping) by contacting ExamFX at ************ or by completing this form.
  
  In order to be eligible for a refund, all of the following conditions must apply:
  Customer must request refund within 48 hours of purchase.
  Customer has spent less than 1 hour within the course.
  Customer has not accessed any exams.
  Customer has not earned a certificate of completion (if applicable to product purchased).
  All physical materials must be returned to ExamFX in original, unused condition.
  Returns must be postmarked within 10 calendar days of the refund request date.
  
  Refunds will not be granted for failure to complete study materials or failure to attend lecture(s) when purchased. Access to online study materials will be terminated upon refund approval.
  
  Course extensions, digital add-on products and in-course purchases are non-refundable.
  
  Our refund policy is subject to change and varies by state. Please review your specific state’s full refund policy on our FAQ page for Kansas, Nevada, and Oregon (KS, NV, OR). See the Refund Policies section at the bottom of the page.

  Customer Answer

  Date: 07/09/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This is ** - This is a scam.  I have not accessed the course and I do not have access to any material.  This was extremely misleading and while I recognize it was through a Third-Party perhaps EXAMFX should reconsider working with *************.  I'm sure this is not the first time and it is certainly something to look into. If they are so proud of their content, they should be a bit more flexible and provide a refund for courses that have not been accessed.  If I had accessed the course and taken it, I totally understand. However, I have no access to the course.

  I continue to dispute this and I will report it to my credit card company as a dispute.

  I would also request that their BBB rating reflect their unrealistic refund policy.  This is a shame!
  
  ******* ***************

  Business Response

  Date: 07/10/2025

  ******* does have access to the course. Access has been available immediately after making the purchase. Customers receive a Welcome email and receipt after purchase is completed.  Our Support team is available Monday to Friday 7am - 6pm CST to troubleshoot and assist with any access issues.  The course can be accessed at **************. by clicking log in, choosing insurance, then entering email and password created during registration.
  
  The refund request for your course has been denied. In order to be eligible for a refund, all of the following conditions must apply:
  Customer must request refund within 48 hours of purchase. Purchase date 6/3/25 refund needed to be requested by 6/5/25
  Customer has spent less than 1 hour within the course.
  Customer has not accessed any exams.
  Customer has not earned a certificate of completion (if applicable to product purchased).
  All physical materials must be returned to ExamFX in original, unused condition.
  Returns must be postmarked within 10 calendar days of the refund request date.
   
  Refunds will not be granted for failure to complete study materials or failure to attend lecture(s) when purchased. Access to online study materials will be terminated upon refund approval.
  
  

• Initial Complaint

  Date:07/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company is basically scamming me out of $170. I needed to register for a pre licensing course and this one just ended up not being a good fit for my learning style. I only completed one chapter, and quickly requested a refund. With the extended weekend and 4th of July I requested the refund on Monday. The company claims that because I waited too long to request the refund that they’re just keeping my money. This is a lot of money for me, and I need to switch programs.

  Business Response

  Date: 07/09/2025

  ** ******* Purchased online self-paced course from ExamFX on  X7/2/25.  ExamFX refund policy is presented at time of purchase and included in receipt emailed post purchase. All items received digitally.  The customer made the purchase, is in possession of the material accessing it 12+ hours and completing 7 chapters, not 1 as stated. user access the course on multiple days since purchase
  
  ExamFX refund policy is presented and agreed to as part of the purchase. The refund policy is also included in receipt emailed to customer post purchase.  The account is not eligible for a refund based on amount of usage.

  ExamFX refund policy is as follows:

  Insurance Course Refund Policy
  Customers may request a refund (less shipping) by contacting ExamFX at ************ or by completing this form.
  
  In order to be eligible for a refund, all of the following conditions must apply:
  Customer must request refund within 48 hours of purchase.
  Customer has spent less than 1 hour within the course.
  Customer has not accessed any exams.
  Customer has not earned a certificate of completion (if applicable to product purchased).
  All physical materials must be returned to ExamFX in original, unused condition.
  Returns must be postmarked within 10 calendar days of the refund request date.
  
  Refunds will not be granted for failure to complete study materials or failure to attend lecture(s) when purchased. Access to online study materials will be terminated upon refund approval.
  
  Course extensions, digital add-on products and in-course purchases are non-refundable.
  
  Our refund policy is subject to change and varies by state. Please review your specific state’s full refund policy on our FAQ page for Kansas, Nevada, and Oregon (KS, NV, OR). See the Refund Policies section at the bottom of the page.

• Initial Complaint

  Date:06/11/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In sept 2024-present
  Refund that was committed to.
  
  Last year in 2024, I was registering for the Series 7 Top Off ExamFx course prep and the director that manages the company relationship for Forest Hills Financial Group and your firm, had sent me an email that i had not seen with a login information code when checking out or something along those lines so I had purchased in full and sent for refund at my firm. From here, we reached the understanding that I should have clicked through the link and then purchased as we have a company budget for this. I spoke several times to the accounts team and customer service who reassured me, after an initial discussion, that they would refund me. This was not a partial refund suggestion, the full refund. We then went ahead and had me register for the company seats for the s7to and enroll in our free to employee option that our company sponsors and pays for.
  
  From here, there were several conversations with ****** *******, all over email, in which she indicated she was 'just getting to it, by latest tomorrow!' and I wrote month after month to ask why it hadn't been done. Yesterday, in June of 2025, I called through Customer Service through the ExamFx line and asked about this and then received a partial refund of $174 seen as a pending transaction on my Chase Account. This is unacceptable as it was the entire refund that was asked for, plus the book that was shipped for $25. When receiving the receipt, she did NOT SAY 'we do not refund this' and the entire time went along with this, reassuring me. I have corresponce with her on personal gmail since last year. I have attached some of the emails here.
  
  It is very upsetting to file a customer complaint to escalations for ExamFx when six months later, not only is this done with haste when I call since ****** would ignore my emails. I was told to speak with Escalation’s who threatened me in writing and yelled by phone.

  Business Response

  Date: 06/11/2025

  ****** ******* made purchase on 9/8/24 for online self paced course where the terms of use and refund policy are agreed to in order to complete the registration.  On 9/11/24 she requested a refund and was informed by our Support team that the course was not eligible for a refund due to 11.3 hours of usage.  ExamFX refund policy for Securities courses states that if the course is used then it is not eligible for a refund.
  
  ExamFX has consistently communicated the account is not eligible for a refund on multiple occasions including 9/11/24, 6/1/25, 6/2/25, 6/3/25, 6/5/25, and 6/10/25
  ****** purchased the course  and used the course 11+ hours and it is not eligible for a refund. ExamFX made an exception on 6/2/25 and issued a refund of 50% to ******. No further amount will be refunded.

  Business Response

  Date: 06/12/2025

  ExamFX has reviewed this entire interaction and have consistently stated that a refund was not possible. The interaction with ****** stated she would discuss with the Support team.  The fact is the user made the purchase, agreed to the refund policy and terms of use.  When she requested a refund the account was not eligible based on the amount of usage. We have not stated the course was used in May of 2025. We have addressed this and this is the final decision of FedEx. The account is not eligible for a refund.

  Customer Answer

  Date: 06/16/2025

  I had called my credit card last week regarding the dispute and they were able to open this case and dispute for the Sept 2024 purchase due to the partial refund recently. The dispute was with the Merchant for the full refund owed and Chase Bank said they usually win 50% of cases, if there is good evidence on version of events then they are likely to win. 

  
  

  They have updated me that the case won in my favor and I will be refunded.There is no further action needed on your end at BBB. There is no need to engage with the business/merchant as it looks like I will be seeing the reconciled refund from $374.00 and $174.00 in a few days.

  
  

  Thanks

  ******

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,
  
  This is my second time taking the course because last time there was miscommunication about being able to get granted another month. Because of this, I had to take the course all over again. I completed the course this time but I still have a few hours left on the course that will not be able to be completed due to the time constraint of it ending at 12AM tonight. Can you please grant me a 24 hour extra time as to complete the 40 hours. The course again has been successfully completed, it just needs the 40 hours. In the last course I took I already put in more than 40 hours, so this time I did not need as much time to complete the course.

  Business Response

  Date: 06/11/2025

  Hello  this customer ******* *** purchased online self paced course on 1/13/25.  The course comes with 60 days of access initially and has the option to be extended for a fee. The customer did not complete the course requirements in the initial 60 days of access. The customer made the decision to buy the course a 2nd time instead of buying a course extension on 4/10/25. ******* *** did not complete the course requirements within the 60 days of access on that course.  ExamFX courses can be completed within 2 weeks, with most customers completing the course in 3-4 weeks, however we provide 60 days of access.

  ******* *** has been in communication with our Customer Support team and was provided a solution.  This complaint was filed prior to that solution.

• Initial Complaint

  Date:05/25/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used almost my entire month to study before practice/readiness exams.
  
  ExamFX had “maintenance issues”
  & “network outages” several times. I wasn’t able to finish my exams without shelling out ANOTHER 40$ just to do my exams that I already paid for prior! I deserve a refund. I paid for those exams the 1st time. I should not have to buy an extension because YOU have maintenance issues.

  Business Response

  Date: 05/28/2025

  Customer ********* **** purchased a 30 day access online self paced course on 4/16/25.  The course access period is explained during registration, is included in the name of the product, and expiration date is presented at every single log in.  The purchase is for days of access, in that it is a subscription.  
  
  Any system maintenance that conducted is communicated 7 days prior within the course notifications pop up. The maintenance windows are completed at the lowest average usage times and typically are in the middle of the night on weekends.  ExamFX has not had any outages during *********** course access period.  
  
  ********* purchased the course, was not able to complete the course within her initial 30 days. A course extension was the correct path in this scenario. 
  
  
  

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  the service i paid for provided 30 days of service, in which the company locked my account prior to expiration without notice, and advised that while i did pay for service till 4/1/25, the account expired back on 3/27/25, and i cannot do anything to recover those services paid for, despite them openly stating that i should have them.

  Business Response

  Date: 04/03/2025

  ExamFX Terms and Conditions explain:

  ExamFX products have different course access periods, but some allow for the purchase of extension periods. Your access to a product will terminate when the course period expires or, if you purchase an extension, when the extension expires. Under no circumstance will your access period, even with the purchase of extensions, exceed one year. 

  The Terms and Conditions are presented and agreed to as part of the purchase. ****** ***** purchased his course on 3/28/24 and hit the 1 year mark. This is the reason he no longer has access to the course.  Our support team explained this to Robert.  The course is auto archived at 1 year and there is physically no override or reset within our systems.

  In Review of ******** course he earned and was issued a Certificate of completion on 3/22/25.  ExamFX has emailed that to ****** as of 4/3/25. He can use that Certificate to continue his licensing process. 

  ExamFX communicates the 1 year limit on Insurance courses during registration and requires users to agree that they have read and agree to the Terms and Conditions. ****** completed his registration by agreeing and agreed to those terms. ExamFX has fulfilled our commitment to ****** inline with the product he purchased and posted Terms and Conditions.

• Initial Complaint

  Date:12/29/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the life insurance course from them purchased a add-on. Due to unforseen circumstances I was not able to complete the course I never opened th add -on but I did start the course I returned the add-on since it had not been opened with the intention of getting refunded. After I returned on 12/4/2024 didnt hear back right away called spoke to a woman she said "They dont check the mail often so when someone goes check mail they would be in touch. EXAM FX sent email that they DENIED my refund and the last gentleman I spoke to informed they will be DESTROYING the book because it would cost them to return to me. SO I ask for my refund thats not possible he said. **** told me that It was not a authorized return and past return date so it goes in TRASH.
  Here's their reply to me
  
  Comment
  Hello *********,
  I reviewed your account and communication with our Support team. Our refund policy is presented at time of purchase and included in receipt emailed post purchase via link in body of email. In order to obtain a refund customers must contact our support team within 48 hours of registration and obtain refund approval. In review of your account there is not refund approval within the eligibility window. It seems you shipped the book back without the refund being approved.
  In this situation since the item was returned without authorization it will be destroyed by our warehouse. The cost to print and ship a new book would not be covered by ExamFX as we did not authorize the return. If you want a book it would require new purchase plus shipping and applicable taxes. I want to help with what we can. I can provide some free time in your course of 30 days additional free. a 30 day extension is 39.95 and the book and shipping you paid was roughly $40. Let me know if you would like me to add the addl free time or call to place new book order.
  Manager Customer Support **** ***** 12/27/2024 1:14 PM

  Business Response

  Date: 12/30/2024

  We are here to help!  The customer ********* placed an order for self paced online course and Printed Add-on.  ExamFX refund policy is presented at time of purchase and included in receipt emailed post purchase.  ********* did not call and request a refund within the eligibility window. She then shipped the item back without return authorization. All of this was done well outside the refund eligibility window.  The return was not authorized and ExamFX will not incur additional expense to return the book to her. We offered to provide 30 days of additional access for free in the course.

  Bottomline is customer returned book without authorization in an attempt to force us to issued a refund. ExamFX is not liable for extra expenses if customers willingly choose not to follow the refund policy and procedure.  We are willing to work with her. We are happy to amend the offer to the following:

  Since return was not authorized, we will ship her a new book if she pays for the shipping. If ********* wants to take advantage of this offer she can call our Support team to make payment for the shipping.

   

  Customer Answer

  Date: 01/03/2025

  
  
  Better Business Bureau:

  How much is shipping?
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Sincerely,
  
  
  
  ********* ******