Complaint Billed for online service after order was canceled verbally with 2 ExamForce employees before it was billed and login info was sent On 7/31/14 spoke to ***** ******* with ExamForce to get login info for my previously purchased (in 2005) lifetime membership for ***** training. He talked me into also ordering 2 online labs related to the course for $419.95 total. After I hung up, I learned from my company trainer that my employer can provide those labs so I called back to cancel my order. Spoke to ***** ******* to cancel order at 2:16 pm on 7/31. Had not received login/password for my account at that time, so had no access to labs either. ***** "couldn't find my order" and also "couldn't get through to Customer Service" to cancel it. He supposedly marked it on my account to cancel it. I hung up and immediately called back for Customer Service. I was on hold for a few minutes but finally spoke to a customer service rep ********* at 2:19 pm on 7/31. (I still didn't have my login or access to the labs at this time.) The rep said he saw ******** note but couldn't find my order either. Said he would keep looking and call me back later. I got the sense that they were putting me off until they could get my order fulfilled to deny my request to cancel it, even though neither person actually acted like it would be a problem to cancel it. I received an emailed invoice for the $419.95 from **********@axamforce.com on 7/31/14 at 2:58 pm. (I still did not have my login or access to the labs.) I replied to the email to explain my 2 attempts to call to cancel. (I have a screenshot on my phone of my 2 calls to them.) I received no response to my email. I received two other emails at 5:58 pm on 7/31/2914 with my login information for my lifetime membership but it also showed the labs on it so I never used it. I have disputed the charge with my credit card company, and I am preparing to call ExamForce yet again to go around and around with them over getting this credited.
Desired Settlement I want the $419.95 charged for the labs that I asked them to cancel prior to fulfillment to be credited back to my credit card company.
RE: Case ********* : *** ****** ****************************************************************
I had tried to reach the customer to resolve the issues but she choose to contact you instead.
As of today we have refunded the customer in full.
Thanks in advance,
****** *** Customer Support Manager ExamForce, Inc.
Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) I have verified with my credit card company that the $419.95 charge was credited back to my account on 8/18/2014. Thank you for your help in resolving this issue.
Complaint Unable to afford when they made me feel I was able to do so no matter what. One day they called me to offer me a product that they were selling for a special deal they were having. They had me believe even though i didn't have the money or means to afford it, that i could no matter what for this particular product. The product is a self-learning tool where one would take online similar to a college class. I have yet to use said product. The sales practice they used was one that doesn't accept no for an answer and will always try to give reason why I cannot afford to not have their product even with the pretty large cost that comes with it. When i called back about a week later to get a refund, they stated that while they do have a refund policy but they felt that because this was a special deal, it doesn't apply. They did not give me any information about the policy at the time of purchase or when i attempted to get the refund. I did give them my credit card, but has since been cancelled and they are still trying to use the card information for payment. They keep calling me awhile after i requested the refund and very frequently in the span of 3 business days
Desired Settlement I want the responses in writing. I would also like for them to stop attempting to collect payment for a product i've yet to use, and do not plan on using. I also desire no further phone calls or contact with the company after this issue is resolved.
Business Response Dear BBB,
I just got off the phone with ***** and we have come to a resolution. We are going to pull all past due payments and all future payments on his May 27th ******* ******** *********** In exchange for this ***** has agreed to drop his claim and walk away satisfied with the outcome.
Please forward to him so that he can accept and we can close his account on our end.
Thanks in advance,
Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)
Company calls on a regular basis soliciting my business.
Desired Settlement I would simply ask that the company remove my name and number from their call list as I am retired and am not in need of their services. They don't seem to respond to verbal requests.
Business Response ***** ******: I am very sorry to hear that you received unwanted calls from our sales consultants. I double checked our phone log and do see some calls at the two numbers we have on file for you over the last few months. I will make sure that your information is removed from the sales floor along with from our database. At this point it is not immediately clear whom you spoke with and asked to be not called again. If you happen to remember their name, that would be very helpful. Regardless, I am certain that we will not bother you in the future but I would like to set you up with some free software if you are interested with no strings attached. If you are in need of any training or certification help please email me directly at ***@examforce.com and I would be happy to set this up for you at no charge. Thank you for taking the time to contact us with your concerns and best of luck moving forward. ****** *** Customer Support Manager Lambers, Inc.
Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)
Complaint Sales person misrepresented product sold. Attempted to resolve with both Customer and Sales support. They then tried to resell missing product. Received phone solicitation to purchase CCNP exam which was to include 1. Test preperation questins. 2. Lab similation and 3. Video study guide. Only received Test preperation questions. There were no lab related questions in product.During my conversation with sales person I stressed I was interested specifically in the lab simulation product. The sales person ensured me that all three would be included. Attempted to resolve with both Sales manager and Customer support manager. They then tried to sell me the product which was orignally to be included in the product. Attempted to contact secretary of CEO and board of directors to send formal letter of my complaint and ended up being sent to same receptionist who sent me back to ****** in customer support. WHile speaking with ***** in customer support he tried to down play my dispute by stating I misunderstood. Told him my phone call was recorded and would confirm my complaint. He then tried to resolve the situation by charging me another $120 for product I should have received in the first place. This was the same repsonse that was received by ***** Sales manager. ****** also then tried to discredit me by stating I now wanted videos in addition to lab support. When originally i was told i would receive all three, but my main focus always was the lab. ****** further tried to discredit my complaint by stating I they have no lab simulation product, there product was "Lab Practice" so the sales person never told me i would get all three product for the purchase price i paid.
Desired Settlement I want the lab practice product I was told i would receive with my original purchase. Which was my main reason for making the purchase in addition the practice questions and videos training I was told I would receive.
Business Response Mr. ***** ****: I am sorry that we were not able to help resolve your issues yesterday on the phone. Similar to yesterday we are not going to be able to send you several thousand dollars' worth of Courseware and Practice Labs from just a small $120 purchase of our test prep product. I offered you a new product at our cost and you did not want to take advantage of that. At this point I will contact the accounting department and we will fully refund your purchase. Feel free to keep the CramMaster test prep product and free 24/7 mentoring through MyExamCoach. Best of luck,
****** *** ******** ******* ******* Adaptive Learning Systems, Inc.
Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) I will accept your refund. However, I feel the need to comment on your statement that your CCNP practice lab are being sold for several thousands of dollars, which you indicate I was trying to obtain for only $120. I am not aware of your company attempting to sell a ccnp practice lab Several Thousands of Dollars. Competitors are selling lab practice simulators for a few hundred at retail.Again it appears to me you are trying to discredit my statement of what was to be included in the original conversation when i made the purchase, again which you have recorded and have available for reference.
Complaint I started an order and called back in an hour to cancel after the first 1/3 payment had been taken to canel the transaction. I received a call from ******* to purchase some product. I upgrade my e-mail account to be at home. They offered a deal one free and a 5 pack. The one free was because I hadn't use a previous course and ******* was going to get it for me. So the first 1/3 payment when through and he said call back if you can find a way to pay the rest right away. I called back in about an hour to say that we had received the ~2000 bill and that I had to cancel the whole deal. He said ok the 5 pack would still be availed later and he would be sending the course we had discussed. I return on Monday to work to see an e-mail showing a 610 invoice for the first payment. I called on Monday to say that I had cancelled the order on the same day and to please refund my money. As the course is an online course it had not been received. I was the told that after trying to tell them that I had canceled the course and thought it was the free course. ******* said at first talked around doing that then gave me to ******. ****** said I agreed to the expense which I did not I agree to receive the free course. They had thought that I said yes to the 600, but I said that was to be a free course. The short is that said that I had to pay a restocking fee then royalty fees which is bunk, Microsoft is that that cheap of a company. They have all these lines to use but I know they just want to take money from people. I'm still waiting for my credit and wanted to tell you my story.
Desired Settlement Full refund as I have yet to receive even my 75%. I will admit that it is still early as it just happened this morning. If anything changes I will advise if I can.
Business' Initial Response 6/14/13
Better Business Bureau 2653 McCormick Drive PO Box 7950 Clearwater, FL XXXXX-XXXX
RE: Case #XXXXXXXX https://westflorida.xxxxxx/complaint/view/XXXXXXXX/b/xxxxxx Mr. ***** ******: Per our conversation last week we are going to refund you $450. This refund is set to be processed today and can take 2-3 business days to show up on your end. Please let me know if you need anything else. Best of luck,
****** *** ******** ******* ******* ******** ******** ******** Inc.
Complaint I paid them to take The CompTia Network + test. This was for a one year period. They have a new version out and they will not let me access to it. The CompTia version of this test can not be taken after the end of this month. They start another version of this test in Sept. I talked to two people to try and resolve this. I informed them I paid for one year access to take this test (they offered for me to pay again for it). I told then that is not fair. My account is valid until Sept 20, 2015. On my bill which was emailed to me. It never said if it was an updated version. That it would not be carried over. I told them. I can't study for this test by the end of the month and take it. They just suggested me paying for the upgrade for the newer version or just taking the test by the end of the month.
Desired Settlement I want exactly what paid for in the package. I paid for.
Nothing more or less. I barely got to look at what I signed up for. I got into an accident and was preoccupied with that.
I knew as I was running out of time with the expiration of the package. I had no idea that the test was changing.
Business Response 9/1/2015
RE: Case #XXXXXXXX : ****** ******
Dear Mr. ******,
I am very sorry to hear that you are not 100% satisfied with your purchase.
As I stated on the phone you do not qualify for a free update. You did not purchase nor do we sell 1 year access to our test prep products. We sell free updates for the life of the exam you purchased. You purchased the NXX-XXX exam and with that you were getting free updates to it.
Regardless, in order to help you out we will give you access to the brand new NXX-XXX exam.
I will have this set up on ******************** later today.
Best of luck,
Robert P. Customer Support Manager ExamForce
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) They gave me access to the new test but that is it. It was not the same thing I purchased. All I can do is answer questions. It's nothing for me to read or do simulation labs or watch videos. I called the company and asked them and basically they are taking it personal and seem very upset that they had to give me access. He kept stating "You got if for free." This test has been out since February and they are telling me they have nothing but questions but yet they are advertising. They have all these resources on their website.. I did not pay for questions. I want the same thing I signed up for initially and they want to play games. They have purposely given me limited access. I know this because even in my old link exam. I have limited access also.
Final Business Response Mr. Garnew,
You did not purchase any videos or any labs. You only purchased our CramMaster test prep. You purchased the old Net+ but as a sign of good will we gave you access to the new Network+. Our current Net+, that you have does not have the new book in it yet. As soon as we get it from the publisher it will be updated in your product at no charge. We are not limiting your access nor do we have any way to do so.
Once again, as soon as it is released to our entire customer base you will have access to it.
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) If this was so called "in good faith." I would not have to use the BBB. I had videos and books on my initial purchase and for some odd reason. I do hot have it on this one. I wonder why? This company advertises all over their website about all types of teaching material and resources for this course.
Like I stated before. Its no way in **** I will pay for questions and access to a book. I can do that a lot cheaper than going through a shady company.
Complaint Company refuses to refund monies despite reasonable requests; no job, no more money in bank. July 14 received a call from a very pushy female, who wouldn't let me get a word in edgewise, had to holler into the cell phone "listen" (because I thought I had a job - turned out to be a scam) I relented. I found out the job was a scam and on July 18 and immediately sent an email requst to the company for a refund. Today , July 22, I receive a call and they still refuse my refund request stating, "They spent money to a third company for the servive of supervisors."
Desired Settlement Immediate refund of $110.00
Business Response Dear Mr. *******,
I am very sorry to hear that you are not 100% satisfied with your purchase and our recent agreement to cancel out your remaining payments.
As was explained to your on your last call we have already set up the test prep for you online as well as registered you for the mentoring service. All of this was to help you achieve your certification goals and improve your chances to gain meaningful employment in the IT field.
At this point we are going to go ahead and refund you in full while still allowing you access to the materials that have been purchased for you.
It is our hope that you take advantage of this opportunity, study for your exams and pass **** A+ exams.
Complaint Constant Unwanted Sales Calls This company is constantly calling my number despite my requests to quit calling. Have filed a complaint with the FCC on the Do Not Call registry.
Desired Settlement STOP CALLING!
Business Response Dear Mr. *******,
I am very sorry to hear that you have received unwanted calls. We certainly do everything we can to prevent this situation and would never contact someone willingly against their wishes.
I was made aware of your concerns on November the 18th of this year and personally went to the sales consultant who contacted you and removed your information from them as well as completely exclude your information from the database.
In a deep search of your previous dealings with us it seems that you had come to our website 8 separate times and filled out all of your contact information including email address and phone numbers. The first instance is in 2005 and then as recently as 7/30/2014. Each of those instances you had opted to allow us to contact you via phone and email. Regardless, should you have ever changed your mind we would have made every effort to not contact you again.
From our call log I am not showing any calls after being made aware of your issues on November 18th.
Please let me know if you need anything else and once again we apologize for any issues this might have caused you.
Complaint Non- Delivery of product Purchased in August 2013 In August of 2013 I was solicited by Exam Force to purchase an upgrade a Project Management course. I was advised this course was available for $400 which was a savings, per their salesperson,******* over their standard package that retails for $1300.
I agreed to the solicitation. Rather then receive the ordered course I received an obsolete version of the course. When I called to complain I was told that they were still working out details with the Project Management institute who would be certifying the course work. I was advised that once those details were worked out I would receive the course I paid for. In late October/Early November of 2013, having not received the product I called again. This time I spoke with *********** who indicated that the course was still not finalized. I asked for a date and was advised that he and/or his supervisor would get back to me within 48 hours.
I have just called the company again and spoke with ***** and advised her I wanted a full refund of the purchase price. ***** advised me that all of the customer support people were busy and someone would get back to me within 48 hours.I believe 7 months of waiting for a product I purchased and paid for is unacceptable.
Desired Settlement The original purchase price of $400.
Business Response 3/10/2014
Better Business Bureau ***********************************************************
RE: Case #XXXXXXXX : *** **** https:/********************************************************* *** ****: I just tried to call you and ended up getting your voice mail. I left a message with my name and number and would love to discuss further when you get a chance. I am available from 9-5 Eastern at X-XXX-XXX-XXXX.
I am not certain to what happened on your account but I went in today and added the new PMBoK V5 to your CramMaster Online account.
To more than make up for the issues I also added the video training aspect of this exam to your account. This is a comprehensive instructor lead course that retails for $500. (http:/*********************************************
Should you need anything else please let me know and best of luck on your exam.
Best of luck,
****** *** Customer Support Manager ExamForce, Inc.
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