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:11/23/2024

  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.

  Purchased and completed Real Estate license course. ******************** Promised highest pass success rate in state. I couldnt get beyond the schools mandatory exam after several repeated attempts (5) . Completed a competitors course and passed their school exam on first try as well as National exam.,Arizona School of real estate makes false claims regarding their success rates.i would like a full refund for the course for false advertising.

  Business Response

  Date: 12/02/2024

  We sincerely apologize that the course curriculum did not meet the students expectations. 
  
  We can understand the frustration with not being able to successfully pass the course final exam.  Our course exam has been developed and designed to closely match the state licensing exam so students can familiarize themselves with the structure and style of questions theyll encounter, as the state licensing exam can be challenging. 
  
  We do provide students the option to sit through the course again, at no cost, to increase their comprehension of the content.  We also offer several other supplemental resources.  We do see that the student took advantage of our review *******, tutoring, and CompuCram Exam Prep Tool. We find that fully utilizing CompuCram in its entirety and using the readiness meter to identify when the material and application of the content has been mastered has been impactful in successfully passing the exam.  Our records show the student utilized CompuCram, but not in its entirety. No simulated exams were completed and the Readiness Meter was in the red zone which indicates mastery of the content had not yet been achieved and additional review was needed. 
  
  Our refund policy, which is outlined in the Enrollment Agreement the student signed on 12/4/2023, provides students with 30 days from the time of enrollment to request a full refund, if not satisfied with our course/product.  With an enrollment date of 12/4/2023, the student is significantly outside of that window.  The student fully utilized our curriculum and does not meet the refund eligibility criteria, however as a goodwill gesture we are willing to provide the student with a 50% refund and will contact the student today to provide this option. 
  
  We are sorry to hear that the student did not have the experience our outcome desired from our program but are happy to hear that they did recently pass the state licensing exam.  We wish them the best as they embark on their real estate career. 
  

  Customer Answer

  Date: 01/23/2025

  Filed a complaint against this company in November and agreed to accept a settlement of 1/2 of the tuition. Promised it would br mailed on December 5 and I would receive it within 7-10 business days. Would not send with tracking information. Could not be reached by phone so I Emailed them that I still had not received it on December 20. Received a reply that check had been mailed in December 12. Still have not received it.

  Business Response

  Date: 01/24/2025

  We sincerely apologize for the inconvenience the student has experienced.   
  
  We did follow through with our promise and a check was cut and mailed out on 12/12/24.  Unfortunately, it appears the check did not arrive.  A representative from our ********************* contacted the student on 1/10/25.  Another check was issued and mailed out and according to the *** tracking information was delivered and received 1/22/25 at 2:31pm. 
  
  We again sincerely apologize for the inconvenience caused. 

  Customer Answer

  Date: 01/28/2025

  the company failed to keep its promise and mail the refund within 10 days. They consistently lied about the refund being mailed . Check lost in the mail.? I only agreed to the partial refund because they said I would receive it in about 10 days- and not 7 weeks. After numerous emails and phone calls to try to collect the refund and so many lies,  I now demand a full refund  because of their breach of  our agreement. This company is extremely unethical- and deceptive and acts in continuous bad faith . Consequently,  I am filing a complaint with the *********************** in Arizona for fraudulent business practices as well as against their parent company *************  in ************** if  I dont receive the balance of the full refund within 10 calendar days. 

• Initial Complaint

  Date:01/03/2024

  Type:Product 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 signed up for the Residential General Contracting course on 10/02/2023. After I got access to my account I logged online and noticed there was no practice exam. However, the description of the course online had a breakdown and practice exam is listed. I called and was told that there isn't a practice exam on this course and they didn't know why it was on there. I also had an issue with being told that the weekend courses weren't required. However, on that same call I was told they are required. Due to this call the person who signed me up for this course stated she was sorry and the info given to me was incorrect. She then gave me access to study material at no cost. I attempted to schedule my exam with PSI and was told the school needs to give me the code for the course to do so. I called ASREB again and was told I need to wait till the 3rd sat class is done then they will send me the code and the school proof I was enrolled. After the 3rd sat I called and spoke with a customer service rep and again said I never received anything. They stated the instructor marked me absent so that is why it was never sent. I explained that I was told the classes were optional. I was told, "you need to email *************************** I then spent countless days emailing and calling in. I still to this day haven't received one reply to the countless sources I have emailed. I eventually had to try and figure it out on my own. I found a way to book the exam and had to try and figure out which exam it was. I accidentally booked the wrong one and it cost me $100. I then called PSI to try and find out what exam it was. I also called the school again. ***** transferred me to ***** who transferred me to their sister company. That lady finally told me what test it was. I studied for the last 6-8 weeks to be ready for the test using compucram. After taking the official test only 4 questions from their study guide was on the test. The communication and process is horrible.

  Business Response

  Date: 01/12/2024

  The student enrolled in our General Contracting course in October 2023. Our Enrollment Specialists do their best to ensure program/course details are clearly communicated to our students. One of the members of our leadership team contacted the student in October and reviewed the course requirements, testing policy, etc. with him.  At that time, she also as a courtesy provided the student with our CompuCram Exam Prep program due to the issues he experienced. Our CompuCram Exam Prep offering is a tool meant to prepare students and ensure they have grasped the course content and concepts and can apply the information. It is meant to simulate the exam but not to include the exact questions administered on it. Our students have found this program extremely helpful and beneficial to their preparation. We are sorry the student did not find the program helpful.  
  
  We apologize as well for the lack of responsiveness from the course instructor. We are addressing this, as we pride ourselves in providing timely communication and instructor support. We appreciate the student providing the feedback, as we welcome opportunities to look at our processes and identify potential areas for improvement.  
  
  The student also experienced issues getting registered for his exam through PSI. A member of our Course & Curriculum leadership team contacted him in December to assist him and ensure he was registering for the correct exam.  
  
  
  Resolution Taken 
  
  The student was provided a full refund on January 4, ****, while keeping his account active and still being granted full access to the course. 
  
  Our goal is to provide every customer with quality service, to meet their specific needs, and to do what we can to make it right when we dont.  We appreciate the business, and we again sincerely apologize for any hardship caused and for his experience. 

  Customer Answer

  Date: 01/16/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:08/20/2023

  Type:Product 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 the real estate courses for both my wife, ************* and I in February 8 of 2022.Due to unforeseen events and medical issues with our son, On March 5, ************************************************************************************ a written notice to the business as outlined in the agreement I signed.I sent in a written request for both my wife and I on March 5, 2022 through the **** and also returned the books. I later realized that the books were unable to be returned or refunded, which is okay and I understand. However, the request for a refund was sent within a month of purchase, and the cost of the courses should have been refunded.Approximately two weeks later I received my AZ State tax refund which I had confused with the amount my wife and I both paid for the courses and thought the refund had gone through.Approximately 4 months later, after realizing the refund was not from ASREB, I made a call requesting this to be looked into, the employee said it would be. Fast forward another couple of months, I made another call requesting a refund.Employee stated it would be looked into again.Fast forward again to this year I've made multiple calls.I recently talked with **** and she stated that there were no calls on file and no requests were on file either.I have reviewed my cell phone records and was able to locate multiple calls to the business and employees have stated they had no record of.What I'm requesting is a refund for the tuition for my wife, ************* and I. I feel that the documentation had not been conducted correctly with the company concerning my case, and was purposefully delayed or "coincidence" so they did not have to refund.A refund that is requested within 30 days is *********** a full refund minus the cost of books.Attached is agreement and courses and fees, as you can see no courses were taken and orientation was the only completed task. The last activity was shortly after purchase.-**************

  Business Response

  Date: 10/24/2023

  Good Afternoon,

  
  Here is the response for the student below:
  
  The student and his wife purchased packages and enrolled in courses on 2/8/2022.  Both parties signed the electronic enrollment agreement that includes the refund policy.  Per our refund policy, a refund must be requested within 30 days of the purchase date.  The student states that he mailed a certified letter requesting a refund (along with the course textbooks he received with the package purchase) on 3/5/2022.  Our school did not receive the certified letter requesting a refund nor did we receive the course textbooks.  Additionally, the student did not provide a certified mail confirmation receipt showing proof of mailing, delivery, and a recipients signature. 
  
  
  The student contacted us on 7/11/2023, 8/14/2023, and 8/15/2023 regarding the refund from March of 2022.   
  
  Resolution Taken 
  
  The student was sent an email correspondence from a supervisor on 8/15/2023, noting that the refund was denied.

  After thoroughly reviewing his account and related records again, we have determined that his refund request does not meet the criteria outlined in our policy. 
  
  Were sorry our services did not meet the students needs and we wish him (and his wife) the best of luck in their future career endeavors. 
  
  Please let me know if you have any questions.
  
  Have a ****************************************************************** Project Manager
  *************
  

  Customer Answer

  Date: 10/24/2023

  The business stated they had received no letter from us, and we called additional times in February 2022 when my wife and I both were initially requesting a refund. As well as multiple times later in 2022, and in 2023. The only records this business had was the handful of phone calls from later in 2023 when we began to ask for documentation. 

  My wife and I did not take ANY Classes beyond the initial introduction/welcome. Which was fine within the first couple of days. After realizing we did not have the time to complete the courses we contacted the business and were told that it was a simple process to request a refund. We requested the refund per policy and the signed document, and this business is not honoring it. They continuously have come up with excuses and unfortunately my wife and I are suffering due to their mishandling of our refund request. 
  

  My wife and I both paid over $1,200 for these classes and if we paid that much we surely would have made an effort to take the classes if we had not requested a refund. We have not completed any other classes since the initial courses, so truly this makes no sense. I do not know anyone who would willingly pay over $1,200 and not take courses, so what theyre claiming, doing, and attempting to scam me out of my money even though I followed their policy is nothing short of crooked. 
  

  All I am requesting is a refund for the amount minus the cost of the books and initial course we took. 
  

  How many other people have not taken courses and spent over 600$ and not requested a refund..? 

  Business Response

  Date: 11/01/2023

  We strive to be fair and accommodating with all of our students and to ensure our policies are clearly communicated. 
  
  As noted in the previous response, you were denied a refund due to the fact that we never received a written request.  You contacted us again, over a year later, regarding the refund but were unable to provide any documentation or tracking information showing the request letter was indeed sent and received. 
  
  Though our refund policy criteria was not met, as a show of good faith, we have processed a 50% refund in the amount of $615.46.  The refund will be in the form of a check and was sent today via certified mail through *** to the address you provided in this BBB submission. 

  Customer Answer

  Date: 11/08/2023

  Hello,

  I appreciate receiving half of the total back, however it is not what was supposed to be refunded per your policy, Im still perplexed that there are no additional records of the previous phone calls on your companies behalf. 
  

  This is the total I have that should have been refunded, not this partial refund 

   

  Total: ****** x2 = 1230.92

  Nonrefundable Charges my wife and I signed per the agreement:

  Processing fee of ***** x 2 = 80.00

  Text Book and Materials fee (although we had returned these I did not read this was non refundable). ***** x 2 = 150.00

  25.00 charge per session started/attended, since my wife and I at least started one session each online this counts for a total of 50.00.

  Total charges non refundable we agreed to: ******

  1230.92 - ****** = 950.92

   

  950.92 is the total we should have been refunded. 
  

  We received ****** in a check.

  950.92 - ****** = ****** still owed. 
  

  I do appreciate this good faith check that was sent, and I truly do not blame you, I feel that there was mishandling of the letter sent from us I have never had any issue with any mail sent through **** and just have a hard time understanding how it was not received
  

  I do believe you have the best of intentions and all of your customer service reps have been amazing and nice, but I feel this was mishandled and I will not be satisfied until the correct amount is refunded, as I feel that my wife and I are not in the wrong here at all and we are getting the raw end of the deal.

  The final amount owed that I am requesting is ******. Follow the math above and policies and contract we signed and please let me know if this math is wrong or I am missing something.

  Again, I do not know of anyone who would pay 1200$+ and not take any classes past the second day and not request a refund, I just wish your company could see it through our eyes in this situation and give us the correct refund amount. 

  Business Response

  Date: 01/05/2024

  Hello,

   

  Thank you for your feedback and response.

   

  We have done our best to accommodate and provide a resolution that is fair to both you and to our business, by providing a 50% refund in the amount of $615.46.  We concluded this was a suitable outcome, based on not receiving a refund request letter or any supporting documentation/tracking information to show proof of delivery/receipt.  The refund eligibility requirements were not met, in accordance with our refund policy, however we have made a good faith effort to come to what we believe is a fair resolution.

   

  While we sympathize with your frustration, no additional compensation will be provided.

   

  Customer Answer

  Date: 01/05/2024

  While your business is satisfied as they are not providing me with the correct refund and keeping money that should have been refunded - I am not. I do acknowledge that you sent half of the 1300$ that my wife and I spent to take your courses, we did not take any courses past the second day and initiated a refund, which can be verified through our training records with your company. I am floored that a big conglomerate for real estate is not refunding this. I understand that you state you did not receive a refund, but the evidence behind paying for the courses, is not taking the courses after the second day, initiating phone calls placed around that time when starting a refund all point towards us trying to do it right. The only regret I have is not having your associates send in writing that a refund would be processed, and listening to the associate stating that a refund would be processed soon I truly feel that the mistake was on your business part and you are wrongfully keeping a refund, and not accepting any responsibility or the chance that your business made a mistake. I am not satisfied, and strongly encourage others to ensure documentation from your business is obtained in any business doings with your corporation, as you have not provided ANY documentation for this case Ive been the only one. Dissatisfied, would not recommend this company based on my interactions with corporate.