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:02/11/2023

  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.

  I paid $175 for the First Aid and CPR program on 21/10/2023, scheduled for the 28th and 29th of October 2023 at their REMOVED. I also bought a pocket mask for $21. On the 25th, the company wrote to inform me that the program in my chosen location was cancelled and offered me to use REMOVEDif I wanted the same course or take another course in the rest of their location. Since the only course I wanted was now at Maple Ridge, I decided to take it while acknowledging that it was far. I came in an hour late due to excessively delayed public transport on one of the days, and the instructor asked me to contact the office to reschedule me for another session so that I would not be able to join the class. I reached out to the company to reschedule me, and I was asked to pay for the program again when i have not partaken in the class I paid

  Business Response

  Date: 14/11/2023

  REMOVEDwas a student in one of our first aid courses. The student original course location was in surrey, but due to low registration the course was cancelled. For all cancelled students we provide students with other locations to complete the course at the same weekend.

  
  In this case, the student chose to travel to the REMOVEDLocation, which involved taking transit. On day one she arrived on time, but on day 2 they were 1 hour late. As this course is governed by the REMOVEDthe course requires 100 % attendance.  As a result,the instructor had no other choice but not to excuse them from the course.

  The student emailed us on Monday, to which she was provide a 25 % credit towards another course, as we still had costs associated with the course, and that she had participated in the first day of the course. Upon review by the owner and direction from the owner, we revised the offer and offered a 50% credit towards another course which they would have to the end of December 2023 to use.
  

  The student responded by asking for 75% credit, due to financial constraints. We responded by denying the 75% but still providing the option of 50%. We emphasized that at the time of cancellation we gave the student sufficient notice regarding the cancellation; furthermore, we offered the student other locations, to which they chose to go to REMOVED. After choosing the new location, a new confirmation was email which identified the times of the course.

  After we sent the final email, we got no response.

  When we do cancellations, we like to follow our own guidelines and give 3 days notices, as we recognize that people will have to make adjustments to their schedule. 

  Customer Answer

  Date: 14/11/2023

  
  Complaint: REMOVED
  
  I am rejecting this response because:

  Dear LIT First Aid Team, 

  I appreciate your prompt response and understand the policies that govern the courses you offer. However, I would like to bring to your attention a few points for reconsideration.

  Firstly, the change in location from Surrey to REMOVEDwas not a matter of choice, but a necessity imposed by the cancellation of the original course. The additional travel required for this change was significant and involved public transit, which as we all know, can be unpredictable. i used uber on the first day of the class because i have never being to REMOVEDbefore and it was the only option offered for my course on the scheduled date. I returned using the public transit and it was smooth and fast within an hour.

  On the second day, despite my best efforts to leave 7am, I was unfortunately delayed due to circumstances beyond my control. While I understand the REMOVEDrequirement for 100% attendance, I believe some consideration could be given for unforeseen circumstances, especially when the student shows commitment and makes every effort to attend.

  Regarding the course credit, I appreciate the increase from 25% to 50%. However, given the unique circumstances, I kindly request you to reconsider the 75% credit. The financial constraints I am currently experiencing make it challenging to enroll in another course with a 50% credit. I am an international student and unemployed, i was hoping to use this course to improve my chances in the job market.

  I hope you understand my situation and reconsider your decision. I am eager to complete the course and gain the valuable skills it offers.
  

  Thank you for your understanding.
  
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 15/11/2023

  You accepted the transfer knowing the location. You were also given the the option for another course on a different day but due to your timeline you choose to go to REMOVED. You were able to get there on the first day day on time, but unable to make it on time for the 2nd day. As this is a professional certification, it is required 100% attendance according to the the policies and guidelines of the REMOVEDFurthermore, we had costs associated with the course which we still have to pay. This is why we are offering 50% credit for another course. 

  Customer Answer

  Date: 16/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me. Let them share the promo code for 50% disount code and dates REMOVEDwill provide my program. I am looking forward to the discount instruction.
  
  Sincerely,
  
  REMOVED

  Customer Answer

  Date: 06/12/2023

  
  Complaint: REMOVED
  
  I am rejecting this response because:

  LIT Team,

  
  

  Your client informed us that you failed to provide the 50% discount as agreed but offered to give him 50% credit towards another course while he is not interested in taking another program. Also, you conditioned him to take down the compliant. Do note that we will not publish the compliant if you meet the terms that was agreed by providing him the 50% discount.

  
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 06/12/2023

  From the start of the complaint to now, we have gone back and forth to reach an agreement (over 8 times of contact either by phone or email.. The complainant failed to reach the requirement of the course, and in any organization they would have to pay for the course again if parts were missed. We offered a 50% credit in return for the complaint to be taken down and this was not the case. 

  Moving forward, the offer of 50% credit  is no longer available and if the complainant will need to pay for the full price to take the course again.

   

  Customer Answer

  Date: 06/12/2023

  
  Complaint: REMOVED
  
  I am rejecting this response because: REMOVEDhas a terrible reputation on the reviews, and now I have experienced it first hand. They never wanted to give the 50% discount. They are after their clients' money backed with cunning policy. I rather do my program with another organisation than doing with them. Please proceed to publish this case for others to take precaution while I consider it as one of the exploitation experienced in REMOVED. 
  
  Sincerely,
  
  REMOVED