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:12/03/2024

  Type:Order 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 enrolled in and financed $2995 for online Medical Billing and Coding course (with testing voucher) offered through Ed2Go in September of 2023 and completed the coursework in January of 2024. However, due to the slow and negligent communication of Cengage, I was not allowed to take my national exam, which I had already paid for, until the end of March 2024.Issues:Non-existent Student Support:Attempts to contact support for assistance were uniformly unanswered. Emails to their support teams were either ignored or met with unhelpful responses.Ineffective Coursework:The course material is outdated and does not align with current industry standards. It appears to lack depth and relevance, providing little value to students aiming to improve their employability. Furthermore, practical, actionable content that would genuinely prepare a student for the workforce is noticeably absent.Misleading Advertisements:The course was marketed as a pathway to enhance job readiness and career advancement. However, the content provided does not live up to these claims, resulting in a waste of time and financial resources. Furthermore, I enrolled through *************************** and yet the ED2Go brand is prominent on my certificate. As a paying customer, I find this situation unacceptable. The combination of poor support, subpar coursework, and unmet promises reflects poorly on both Ed2Go and its parent company, Cengage Learning. It is my belief that prospective students deserve transparency and accountability when investing in educational resources.I kindly request the Better Business Bureau to investigate this matter and take appropriate action to ensure that Cengage Learning/Ed2Go improves their services and fulfills their obligations to their students. Additionally, I would appreciate guidance on any further steps I can take to address this issue, including potential resolution through refunds or other remedies.

  

  Business Response

  Date: 12/05/2024

  Hello *****, 
  
  Thank you for sharing your concerns regarding your experience with the Medical Billing and Coding course through Ed2Go. We value your feedback and have reviewed your account to address your concerns.
  
  Support and Communication
  When you requested your exam voucher in January 2024, you were informed of a 34 week processing time. Your email on 1/30/2024 received a same-day response clarifying this timeline. Your voucher was officially assigned on 2/29/2024, within the communicated timeframe.
  
  Course Content
  The program fully aligns with AHIMA exam requirements and includes lessons on career preparation, such as resume writing and job-seeking strategies. It is designed to prepare students both for certification and for employment in the field.
  
  Material Support
  When you reported lost materials, replacements were sent at no cost. Additionally, when concerns arose about post-completion materials, a second textbook was shipped for free.
  
  Timeline and Resolution
  While we regret any frustration caused by the voucher timeline, we promptly addressed your concerns within expected timeframes. The matter was resolved in March 2024, and we have not received further communication until now.
  
  Conclusion
  Given that the program was completed, resources were provided, and timelines were communicated transparently, we do not find a refund justified. However, your feedback will help us improve our services.
  
  If you have further questions, please feel free to contact us.

  Customer Answer

  Date: 12/05/2024

  I am writing to follow up on my previous complaint against Cengage Learning, the parent company of Ed2Go, which was rejected on the grounds of not being filed promptly. While I respect your process, I believe this response does not address the core issue: the failure of Cengage/Ed2Gos program to deliver on its promises of career preparation and job readiness. This failure has had a significant financial and emotional impact on me as a paying customer.
  Since completing the program, I have applied to numerous positions in the field but have faced repeated rejections. The coursework provided no actionable skills or industry-standard knowledge to make me a competitive candidate. Additionally, I have spent hundreds of dollars on resume services and ******** memberships in an effort to enhance my prospects, yet these efforts have been fruitless due to the inadequate preparation provided by Ed2Go.
  Further investigation into the Better Business Bureau website reveals numerous complaints from other dissatisfied students who have encountered similar issues with Cengage/Ed2Go. This pattern suggests a systemic failure in their programs and marketing practices. As such, I request that the BBB take a closer look into these recurring complaints and hold Cengage/Ed2Go accountable for their misleading advertisements and subpar educational offerings.
  I am also requesting a refund of at least half of my tuition fees. The program failed to meet its promises, and the lack of employment opportunities or career advancement resulting from this course is a clear indication of its ineffectiveness.
  Thank you for your attention to this matter. I hope this follow-up letter clarifies the seriousness of my concerns and encourages a more thorough review of this case. Please do not hesitate to contact me should you require additional details or documentation.

  

  Business Response

  Date: 12/11/2024

  Hello *****,

  Thank you for reaching out. In addition to our initial response, please note that our program does not guarantee job placement. Our courses are designed to prepare students for certification exams they choose to take upon completion.
  While I understand your concerns, this information is mentioned in the *** section of the course catalog. You can review the details here:
  
  Medical Billing & Coding Program ***.
  Am I guaranteed a job?
  ed2go courses provide the skills needed to pursue an entry-level position in most cases. However, we recommend researching the job market in your area before enrolling.
  
  Our team has provided the support and resources outlined in our program, fulfilling our commitment to your educational journey. We wish you all the best in your future endeavors!

  Customer Answer

  Date: 12/11/2024

  I appreciate your tone-def response. I reject your answer. What kind of moron do you think I am that I would expect job placement? I will spend as much time as I need to lett people know what garbage companies Ed2Go and Cengage are. Perhaps I can get your CEO, ******* ****** - who is compensated 3.5 million annually - to float me a loan to pay off what I owe. Shame on you for saying I "should research the job market." ************ epitomizes corporate greed. Repackaging outdated material and slapping and "ED2Go" brand on the certificate. America is done with your kind of BS. I hope you go bankrupt.

• Initial Complaint

  Date:11/18/2024

  Type:Order 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 enrolled in the ed2go program through the *********************. I am taking the Medical Billing and Coding Class. The cost for the class was $3,600. I received the textbooks that I was supposed to be using for the class about a month after I started the class. I did have access to the ebook right away, but I could not do any of the lessons without the actual textbooks. So I was unable to start the class for a month. The class is self-paced, but you only have a year to complete the course. So it was very frustrating to me that I had to wait a month for the materials I needed to start the class. My biggest frustration is that I was told that there would be an instructor available for any questions I might have. The "instructor" would respond to my emails in a timely fashion. However, the responses to my questions were never straight answers. The only responses I ever received were basically to reread the link in the book. So, I am never able to get a straight answer to clarify any of the material. I'm not sure if the instructor just doesn't know how to answer my questions or just doesn't want to. But I feel like paying $3,600 for a class should get me some straight answers to specific questions. This is not happening with this company. I highly recommend taking another program if you're interested in billing and coding as a career. I chose this one because it was a little cheaper and is self-paced. I wish I would have paid more and gotten more professional treatment. The certification exam is very expensive. I am almost done with the courses and do not feel properly prepared. Very disappointed.

  

  Business Response

  Date: 11/21/2024

  Hello ********, 
  
  Thank you for bringing your concerns to our attention. We take student feedback seriously and are committed to ensuring every student feels supported throughout their educational journey. Id like to address the concerns you raised about your experience with the Medical Billing and Coding program through ed2go.
  
  Textbook Delivery Delays
  We understand the importance of having timely access to course materials. Upon reviewing your account, we found that:
  The textbooks for the Medical Billing and Coding course were shipped on 7/30/2024 and delivered on 8/1/2024, within our typical 710 business day timeframe.
  Your course began on 7/29/2024, and while the physical textbooks arrived shortly thereafter, eBooks were available immediately upon course access.
  For the Medical Terminology course, we noted that the Medical Desk Dictionary was delayed due to a backorder and shipped on 6/25/2024. However, this resource was supplemental, and its online version was accessible in the classroom.
  
  It is important to note that delivery of the course materials and required materials are clearly outlined in the course catalog, you may view this here: ****************************************************************************************
  
  Instructor Support
  We strive to provide responsive and helpful instructor support through our online classroom Q&A feature.
  
  While instructors often guide students back to course materials for clarity, we understand the importance of providing detailed explanations. We have reviewed the correspondence between you and your instructor and see that they provided a different approach and it appears that you responded with your thanks. If issues should arise, please reach out to our Student Advising team so that we can better support you and the instructor. As a side note we have also taken this as a coaching opportunity and connected with our team to review. 
  
  Thank you! 

• Initial Complaint

  Date:10/21/2024

  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 enrolled in the sterile processing program on January 23, 2024; tuition costs were $2795. I chose to go with ED2Go because the program is self-paced and they offer an externship. The reason I am filing this complaint is that from the very beginning, it has been a frustrating experience with the unorganization and waiting months for supplies that are imperative to finishing the course. Once I got the lab kit, the supplies were not labeled and the book that could've helped me identify them was never shipped out to me. This has been an issue throughout my experience with this program. The necessary information that should be given at the beginning of the course is not available until you are nearing the end of it. This is the biggest issue I have with the program which is the lack of information that is given. I was not made aware that I would be financially responsible for all the requirements to be placed into an externship (drug test, background check, liability insurance, and CPR certification) this is something that should be told from the beginning, as well as you are not guaranteed to fill the 400 hours needed to become certified. The reason this is important is because I live in *** which requires you to be certified before you can start working as a sterile tech. I can't get the 400 hours on my own for this reason, I would have to get it through Ed2go and when I contacted the student advisor about my concerns, it was disregarded and never answered. I am beyond frustrated and due to the lack of progress in the program and the unforeseen circumstances of losing my brother recently I can no longer continue with this course. I will return everything that was sent to me and would like to withdraw from the program for a refund of what was paid already due to the extenuating circumstances of losing my brother as I am not in the mental state to continue this program. Thank you.

  

  Business Response

  Date: 10/26/2024

  Hello ******,

  Thank you for sharing your concerns with us. We apologize for any miscommunication or confusion regarding your program and the materials included in your enrollment.

  We understand that, in addition to missing materials, there was a delay in the delivery of your lab kit due to supply chain issues. We recognize how frustrating it must be to have experienced these delays alongside the incomplete materials in the kit.

  Regarding the Externship Opportunity, we want to clarify that the course catalog notes that this opportunity is not guaranteed. Additionally, students are responsible for completing any required documentation for placement. As the externship is not mandatory for program completion, the costs associated with these requirements are not included in the course price.

  That said, wed like to offer an exception to our drop policy and provide you with a partial refund. Our **************************** will reach out to you with the details of this offer via email within the next 12 business days. Please review their email and respond at your earliest convenience.

  Thank you again for your patience and understanding.

  Customer Answer

  Date: 10/28/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:10/10/2024

  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.

  Ed2go/Cengage states the program is instructor lead. That is misleading. There is an instructor but they do nothing other than providing an email address to send a message if there is a question about the content. I purchased the "Instructor lead" program because I knew I would need the lecture and insight from an instructor. I did alright on the first basic course without an instructor but the second one I needed help with and got none and ended up failing the certification exam. They also stated there would be an opportunity to retest if needed then when I asked for the second voucher I was denied. I have reached out several times and all they say is too bad. This is bait and switch at its finest.

  

  Business Response

  Date: 10/11/2024

  Hello, 
  
  Thank you for sharing your feedback and concerns about the program you enrolled in. We have reviewed your account and the timeline of events, and we would like to provide some clarification.
  
  Our programs are designed to be self-paced, which means that the instructors are there for students when they have questions, but it is ultimately up to the student to reach out to the instructor if they should need assistance or have questions. In addition, since the course is self-paced, all of the course content is available for all students as they enroll at different times. This is a big reason as to why we do not offer live lectures.
  
  While we understand your frustration, it is important to research the program set up prior to enrolling and ask any questions you may have to an Enrollment Representative.
  
  In addition, we would like to provide some additional information regarding the cost of the program and exam attempts.
  
  The cost of the program includes one attempt for each exam. If students do not pass the first time, it is up to them to purchase any additional attempts.
  
  Program details may be found within our course catalog, which you can view here: ***********************************************************************************************************************************
  
  We encourage you to review the course catalog for more information about the program's structure, requirements, and costs. If you have any further questions or concerns, please don't hesitate to reach out to us.
  
  Thank you!

  Customer Answer

  Date: 10/11/2024

   I am rejecting this response because:

  The website ******************************************** provides this information:

  Provided by ed2go, these short affordable courses deliver skills quickly for professional development or personal enrichment.  Our interactive instructor led courses start monthly with twice-weekly ****** plans.  For the independent learner, our self-paced courses provide access to all ******s immediately with up to three months to complete.  Hundreds of courses in topics including business, computer applications, writing, accounting, leadership, soft skills and more.

  How else is one to interpret that statement?  "Our interactive instructor led courses start monthly with twice-weekly ****** plans."

  This is the reason that I elected to purchase the package.  I knew I would need help with the Net+ course.  I received none.  I reached out several times to the "instructor" ***** ********, regarding difficulties.  I also reached out to the "advisors" on at least two occasions.  Responses are slow and impersonal, each referring to the other.  **************** is sorely lacking.  The instructor might have offered to schedule a one on one coaching session at the least.  

  When I asked for the voucher, I was required to complete each module, I had left some unfinished.  At that time, the instructor might have reached out.  This was an instructor lead course after all.  Is all responsibility on the customer then?  Do you take no responsibility for your product?  

  
  

  

  Business Response

  Date: 10/17/2024

  Thank you for your message.

  I wanted to clarify some points regarding the course you are currently enrolled in: CompTIA Certification Training: A+, Network+, Security+ (Vouchers Included). This program is considered a Career Training Program and, as such, follows a self-paced structure. Although we also offer instructor-led courses on a monthly basis, your current course does not follow this model. You may view the full details of your course offering here:***********************************************************************************************************************************

  We understand your frustration, but please note that our self-paced programs are designed to allow students to log in when convenient and reach out to the instructor for support when needed. Unfortunately, we do not offer live sessions for these programs. Additionally, to ensure all students are prepared for their certification exams, we require that all course components are completed before releasing the exam voucher.

  
  Regarding your concerns with instructor and student advising response times:

   Our records show that the Student Advising Team responded to all of your inquiries within 1-2 business days, providing resources and assistance as needed.

  It appears you reached out to your instructor four times within the classroom, and each time received a response within 24 hours. However, in the Security+ course, it seems no inquiries were made to the instructor via the classroom.
  

  We believe that we have provided the appropriate assistance, and we apologize again for any frustration you may have experienced.

  Thank you for your understanding.

  Customer Answer

  Date: 10/18/2024

   I am rejecting this response because:
  
  "Our programs are designed by a team of professionals from each respective field, providing you with effective web-based learning programs. Instructors/mentors are actively involved in your online learning experience, responding to any questions or concerns, as well as encouraging and motivating you to succeed."

  The hype is misleading.  The site says courses are instructor lead.  I cited the page previously.  The quote above is from the page you referenced.  I did indeed reach out and receive responses.  None of the responses were remotely encouraging nor motivating.  

   

• Initial Complaint

  Date:10/09/2024

  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.

  In Nov. 2021, I applied for a self service Adobe course online through my community college which gave me a loan of $2,500 through launch servicing. In Jan. 2022 my grandmother passed away, and it left us with funeral expenses. I was able to have them postpone for a few months. In november 2022 I had another death in my family. Both which I can provide documentation. In the spring of 2023 I called and asked if I can continue the course and I would pay the loan. They said NO and unfortunately I cannot make a payment plan past due must be paid in full which is now $3000. This loan is hindering my credit badly. I cannot find an apartment nor can I open any loans or mortgages. Since I am a single mother of two and ********** I requested for a forgiveness or some sort of resolution but they flat out said no. This loan has been reporting late since 2022 and will not close or go to collections. I tried to dispute on many occasions but have had no luck.I had sent a few emails back and forth with Ed2Go and also with Launch Servicing. Neither of them were willing to help me. Upon filing a complaint on Launch Servicing, now Ed2Go is offering to lower the cost, but I am still forced to pay something I was barely used, which they can see how many hours have been put into the courses. Which once again, I do not mind paying for if I am getting my money's worth. I don't understand how can they restrict you from a self paced online course? $1,600 is a lot of money to give away especially for a ********** parent of two. Today is October 9th, 2024 the email from ed2go was sent yesterday October 8th, 2024 and I am only given until October 15th 2024 to make such a stressful decision.

  

  Business Response

  Date: 10/10/2024

  Hello Siara, 

  We understand and empathize with your situation, and we are truly sorry for your loss. However, it is important to note that students are responsible for repayment, regardless of whether they complete their program. It is the student's responsibility to continue making payments.

  I have attached two agreements that you signed through Tuition Flex, which outline the repayment conditions you agreed to.

  Furthermore, you acknowledged a Student Enrollment Agreement prior to becoming an active student. This agreement outlines our drop policy, and you may review the details here: https://www.ed2go.com/career/student-agreement.
  We recognize the circumstances you are facing, and our team has made an exception to our policy by reducing the amount you owe. Please respond to their email by the deadline provided, with your decision.

  If you have any further questions or concerns, please do not hesitate to contact us.

  Customer Answer

  Date: 10/11/2024

   I am rejecting this response because:
  
  I find the five-business-day timeframe provided for my decision to be insufficient and unreasonable. Given the significant financial commitment of $1,600, without allowing ample time for consideration, especially in the current economic climate.

  Furthermore, I believe it is unjust to have to pay for a SELF SERVICE ONLINE course which my my access was disabled immediately after I was unable to meet my monthly payments. This action has effectively penalized me for circumstances beyond my control. While I acknowledge the existence of a contract, I contend that it is disproportionate to impose such a high fee for a course that I did not have the opportunity to complete.

  Since last year, I have attempted to reach out to both Launch and Ed2Go, but no one has been willing to assist me. This lack of support has compounded my frustration and difficulty in resolving this matter.

  

  Business Response

  Date: 10/11/2024

  I apologize for any frustration; however, this is standard for all students who have taken out a Student Finance plan. Students are responsible for repayment regardless of their completion status.
  
  For those that are unable to pay, there are options available within Launch (such as a forbearance). I do see that you did take this route with Launch directly in Nov of 2022. I also see that your course was suspended in May of 2022 and you were enrolled in October. During those 7 months, you logged in 3 times between October and November.
  
  We also have hold options for students (who are active) where we would place your course on hold for 90 days. This is outlined in the Student Enrollment Agreement as well.
  
  At this time, we have made a final exception to our policy and can provide you until the beginning of next month to make a decision.

  Please respond to the email with this offer to proceed with the next steps. 

• Initial Complaint

  Date:08/14/2024

  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 enrolled to HVAC/R Online Course offered by *********************** thru ed2go Online Course, on July 26, 2024 and later submitted a Drop Out request on August 10, 2024 that is about within ten (10) working days, but according to ed2go Advisor its over 10 days by including weekends (Saturday and Sunday), Therefore my drop out request was denied and ineligible for Refunds per their rules and policies.The total amount of the said online course was $2895.00 for 12 months, it was paid in full by AFFIRM financial instituion, and for that I have to pay about $241.00 for the next 12 months. The online course is effective on July 26, 2024 to July 26, 2025.On my drop out request, I stated that I cannot continue this Online course, because of my ***************** 100% disabilities, especially my PTSD its very hard for me to continue due to mental hardship of the Online course regarding comprehension and learning this methods, it is not compatible for me, at this time.I am sorry I tried this Online course, but later I found out myself that I am unable to pursue this online course and related to my ********** Traumatic Stress Disorder). If they continue to deny my drop out and full refund request, this means I will be paying $241.00 for the next 12 months for not contnuing or for dropping this Online Course. My first payment will be on August 29, 2024.Thank you for your kind consideration Respectfully,************************* Sergeant U.S. Marines

  

  Business Response

  Date: 08/19/2024

  Hello,

  Thank you for bringing your concerns to our attention.
  
  Currently, our Escalated Support team has taken charge of your request and is collaborating with *********************** Continuing Education to facilitate a full refund. We kindly ask you to continue working with our team towards a resolution.
  
  We appreciate your patience and understanding.

  Customer Answer

  Date: 08/22/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution of Full Refund is satisfactory to me, if the AFFIRM who financed the whole Online Course are fully refunded this contested full amount to my account with AFFIRM.

  Therefore, I will agree with ed2go respond of Full Refund only when this matter of full refund are finally confirmed by AFFIRM finacial Institution.

  Thank you.

   

  Respectfully.

  *************************, Sergeant USMC

• Initial Complaint

  Date:08/12/2024

  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.

  Irregularless to the ed2go policy. YES I HAVE READ IT AND OVERSTAND IT COMPLETELY. That they really stick with. I have and I mean I have pleaded to them about my family issues and that the initial agreement is truly based on EXTENUATING circumstances.I have written and requested 3 times and found they won't budge from there policy.I am not going to keep begging to take their course that is the profession I am also seeking to transition into. How every because I have requested and plead so many times and they still give the same generic responses I am requesting they cancel my last four $167.00 payments because they have not been fair to my requests. Or they can restore my progress and allow me a 6 month extension to complete my course. For I have paid and still paying out of pocket. HARD CASH.

  

  Business Response

  Date: 08/15/2024

  Hello,

  Thank you for bringing this to our attention. I have reviewed your account and noticed that we have provided you with the maximum extensions possible. At this time, I have asked the team responsible for reviewing our policies to reach out to you directly with next steps and potential offers.
  
  Please be on the lookout for an email from our Escalated Support Department.

  Thank you!

  Customer Answer

  Date: 08/16/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this matter  is not yet resolved.

  I am waiting as of 8/15/24 for a reply. I have responded since my initial filing. And yes the standard school policy I am aware but I have given a plea. Now from your behalf I am waiting for a representative to call me back before 8/23/24 as they have requested.

  With regard,

  Thank you 

• Initial Complaint

  Date:08/09/2024

  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 enrolled into the Medical Billing and Coding course through ***************** Extended Learning on February 16, 2023 to get into a new field since I already had a Bachelors in Psychology and a minor in Sociology. I finished the course on April 17, 2023. I took the *** certification exam on June 10, 2023 and passed to receive my ***-A certification at AAPC. After all this, I still have not found a job. I paid $3,199 for this course. Ed2go offered externships for my course when I taking the course. I have included the copy of the email saying they offered externships. But when I reached to Ed2go, I was told that they didn't offer externships. I contacted Ed2go on February 14, 2024 about the externships and they offered to help me contact locations for externships but I sent them locations multiple times, 20 to be exact, but they replied that the businesses don't offer externships. I feel that if they advertise and send information regarding externships for their program, they should have the companies already lined up and not have students sending them companies for them to see if they offer externships. Since students are literally teaching themselves with no instructor, they should be able to provide externships as promised. I am wanting a refund because I feel like I wasted my time and money to still not be able to find a job. After all these complaints and reviews regarding their programs and practices, they should not be still providing services with students saying basically the same thing.

  

  Business Response

  Date: 08/09/2024

  Hello,
  
  We understand your frustration and would like to address your concerns

  Firstly, we would like to congratulate you on passing the certification exam. Our primary goal is to prepare students to excel in their certifying exams, and we are glad that you have successfully achieved this milestone.
  
  Regarding the externship placement, we would like to remind you that we do not guarantee an externship placement. This information was communicated to you in an email sent in April 2023. Our externships team, however, is still committed to assisting you in finding a suitable placement on your own. We have noted that they are actively contacting potential sites on your behalf, and we encourage you to continue working with them to secure an externship opportunity.
  
  As for job placement, we must emphasize that we do not guarantee job placement for our students. This information is clearly stated in our course catalog. While we understand that job searching can be challenging, our program focuses on providing the necessary knowledge and skills to pass the certification exam, which is an essential step towards securing employment in the field.
  
  At this time you are not eligible for a refund. Please feel free to continue to reach out to our externships team for further assistance in your search for an externship site. We wish you the best of luck in your career endeavors.
  
  Thank you!

  
  

  Customer Answer

  Date: 08/16/2024

   I am rejecting this response because:
  
  I am not understanding why I have to provide externship leads and there isn't a list or companies already established for medical coding students. Additionally, I was advised of conflicting information on whether or not they provide externships for medical coding students. One communication said they don't provide it but the initial communication for the program said they do. I have provided email communication regarding the conflict of information.

  

  Business Response

  Date: 09/04/2024

  Hello,

  Upon reviewing the attachments you provided, I did not identify any discrepancies or conflicting information. The completion email you received clearly states: "Some externship opportunities are associated with ed2go's industry partners. Please refer to our website for a comprehensive list of partners. Students may arrange or negotiate their own externships with non-affiliate companies, sites, or facilities that accept externship applications if ed2go does not have affiliate partners within the student's chosen career sector."
  
  After you were introduced to the Externship Assistant, the support we offer in cases where partnerships are not in place was clearly communicated. We currently do not have partnerships in place for Medical Billing and Coding. I have attached screenshots containing this information, which were taken directly from the thread you included in your response.

  Furthermore, the Externship team has been consistently reaching out to monitor your progress and provide support throughout this journey

• Initial Complaint

  Date:07/30/2024

  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.

  On June 20th I purchased an online certification program. Was not able to log into it til July 12th. The course is beyond basic. They advertise it as a certificate program through Loyola Marymount. Loyola Marymount is not the one offering the program. It is another school. It is very misleading and they basically charge a considerable larger amount for a certificate not given by Loyola Marymount but rather a sub contracted tech school. It is very misleading on July 24th I requested a drop out from class and a refund. Per their website it states you have 13 days from first day of login. They tell me something else over the phone and through email. They are stealing peoples money misleading you to believe that Loyola Marymount is the one offering it. I contacted Loyola Marymount and they have no idea why they are even affiliated with a tech school or an extension program. I also asked a student adviser at ed2go and they couldnt give me a straight answer about being affiliated with Loyola Marymount. They have no proof. They kept evading the question and giving me some other useless jargon. The teacher who teaches the course is not even a professor or affiliated with Loyola Marymount either I want a refund from those scammers. My account number with them is my email

  

  Business Response

  Date: 07/31/2024

  Hello,
  We have thoroughly reviewed your case and would like to provide you with some important information

  On July 24th, we received your drop/refund request, which unfortunately fell outside of our policy. We noticed that you enrolled in the course on 6/21/2024 and did not provide any extenuating circumstances to support your request. As a result, our Escalated Support team sent you the first denial notification and requested additional evidence from you.

  On July 26th, you responded to the denial notification and referenced our Fundamentals course offering policy, which states that students have 13 days to drop/refund the course. We understand the confusion, but please note that the policy you quoted is specific to the Fundamentals program, whereas you are enrolled in the Advanced Career Training program. To clarify this, our team provided you with the drop/refund policy verbiage for the program you are currently enrolled in. Additionally, we explained the relationship between Ed2go and LMU. For your reference, I have attached the email that was sent to you, as well as the link to the Student Enrollment Agreement, which all students must acknowledge prior to becoming active: ****************************************************************.

  In addition to the email correspondence, we would like to address an incident that occurred on the same day. We received reports that you called the advising queue and became escalated, using profanity. We have reviewed the call records and unfortunately, we can confirm that this incident did occur. We kindly ask that you maintain a respectful and professional demeanor when interacting with our staff. We understand that situations can be frustrating, but it is important to treat our team members with respect.

  At this time, our team has provided you with our policy surrounding drops, and it appears that you are outside of the designated timeframe for a refund. 

  Customer Answer

  Date: 08/09/2024

   I am rejecting this response because:
  
  The deceptive practices of Ed2go, an online course provider. They mislead students by advertising courses affiliated with reputable universities and colleges, when in fact, they have no affiliation with these institutions. The same courses are offered at different prices and under different schools, with no transparency.
  
  The instructor, *************************, is not a staff member or credentialed by either college. Ed2go has removed the *** logo from their website after I filed a complaint, indicating their dishonesty.
  
  Their website states refunds can be given up to *************************** on the phone its something else Their refund policy is unclear, and they fail to deliver on promises. **************** is unresponsive and unhelpful, relying on scripted answers.
  
  I have attached screenshots of their website, which clearly show the discrepancies. I urge you to investigate the numerous complaints filed against Ed2go and take action against their fraudulent practices.

  included shots include the refund policy that is on the website or was on the date i screen shot it  

  
  

  

  Business Response

  Date: 08/13/2024

  Hello,
  Ed2go collaborates with over ***** esteemed partners, including colleges, universities, non-profit organizations, corporations, and workforce boards. Our partners choose to work with us due to the extensive selection of high-quality online courses we offer, which align with their mission to provide relevant, in-demand skills that promote career mobility.

  Moreover, we support our partners by supplying customized, hosted websites that reflect their branding. This enables them to manage their unique Ed2go course catalog and pricing, allowing students to purchase courses offered through the partner. Furthermore, when students visit our site, they can select their preferred partner, and their enrollment will be routed accordingly. At this time, the branding has not been removed as claimed. You may review this link to confirm: **************************************************************************************************.
  
  Additionally, the screenshots you have provided regarding the 13-day policy pertain to the ILC/SPT course offerings. As previously mentioned, you are not enrolled in an ILC or SPT; you have enrolled in an ACT, which follows this policy: ***************************************************************.
  
  Lastly, the program you are enrolled in is through the *************** of Interpretation. Similar to our partnerships with institutions, we collaborate with various entities to provide our courses, which also adhere to our policies and procedures. 
  
  At this time, I have requested a manager to contact you directly to address your concerns. Please keep an eye out for an email from our team containing information on scheduling a time for a phone conversation.
  
  Thank you. 

   

• Initial Complaint

  Date:07/16/2024

  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.

  January 12, 2024, I signed up for an Activity Director certification course through Ed2Go, via the ******************* at ***********. UT recommended this website that signs you up through a course provided by WeCare, an online resource for continuing education credits and programming certification. Unfortunately, they do have certification courses that are valid in certain states but not in *****. This information is NOT made clear and I paid $845 for a course that ultimately does not lead to certification. I am pasting a quote from the website, Ed2Go for the Online Activity Director course, "This training is valid in the ** only in the following states: ****, ******, *********, ********, *************, **********, ********, ************, *****, **********, and *********." ***** is clearly listed in the approved states, but this is false advertisement. Not only do they charge an insane amount for no certification, but they are nearly impossible to get help from. I was supposed to receive login information within one to two days. It took nearly two weeks of begging and pleading to get the classroom invite sent to me. I now have to register for a real certification course to satisfy my job requirements, which incidentally, will cost less than this fake course did. My job is not grabbing the bill though, I have to pay out of pocket. A refund would be great, all things considered.

  

  Business Response

  Date: 07/22/2024

  Hello, 
  
  Thank you for bringing your concerns to our attention.

  Upon reviewing the timeline of events, we found that our team reached out to you on January 20, 2024, which was 8 days after your start date, to address the issue of not receiving the login credentials. Our team responded to your email on the next business day, and provided guidance by referring you to the vendor for support. In that email, we also included instructions to check your spam/junk folder and provided the contact information for the vendor to assist you further.

  On January 26, 2024, you followed up with us, stating that the vendor support informed you that you should have received an email with credentials, which you claimed was not accurate. Upon receiving this update, our team promptly contacted the vendor and requested them to re-send the credentials. The login history for your ed2go ************** shows that you successfully logged in on January 26, 2024, indicating that the credentials were received at that point. Additionally, we noticed five login records for your account on the following dates: 1/26/2024, 2/27/2024, 3/18/2024, 4/1/2024, and 5/29/2024.

  There were no further updates on your account until July 15, 2024, when the vendor sent an "incomplete" notice after your access had elapsed. As a result, our team sent you an extension request form to provide you with more time to complete the course

  Regarding the regulations in *****, we have reviewed this with the instructor and our internal team and can confirm that we meet the requirement of being approved by a credentialing body. We are approved by the ************ of Regents, which serves as a recognized credentialing body for students in ****** While our program does provide a path to certification, we recommend that every student confirms whether this path aligns with their specific career goals.

  
  Once again, we apologize for any inconvenience caused, and we appreciate your patience and understanding throughout this process. If you have any further questions or concerns, please feel free to contact us directly. We are committed to ensuring your satisfaction and success in your educational journey

  Customer Answer

  Date: 07/23/2024

   I am rejecting this response because:
  
  I have more screenshots of the communication between myself and the support for Ed2Go. I have included as many as I could. I paid for and registered for the COURSE on Jan 12 and was informed my second set of credentials  would be emailed within two days. As you can see, they were not. I also have already pointed out that on the front page of the website it states ***** is included but, then WITHIN the classroom, it states the COURSE does NOT to do certification in ***** and is NOT recognized by NCCAP. In ***** you have to be certified to work as an activity director, barring stipulations regarding people who began employment before the cut off date. $845 is what I had to pay to learn this information as it is not readily available on the introduction page to your COURSE, the information can only be found once you have paid for and are able to enter the classroom.

  

  Business Response

  Date: 07/25/2024

  Hello, 

  While it is true that our course is not recognized by the ****** it is important to note that this is due to the specific certification requirements they have in place, which include MEPAP certification. We do not possess MEPAP certification, which is why we are not approved by the ****** We understand that this distinction can sometimes lead to confusion among students, and we strive to clarify this in our course materials. Our instructors are there for questions or to provide further clarification on such inquiries.

  Furthermore, we have reached out to the instructors and confirmed that there is no information stating that Texas does not recognize our course. It's important to note that our courses are approved by the ************ of Regents. However, it is crucial for students to conduct thorough research before enrolling in any course, as each career path may have different requirements and regulations that vary by state.

  In our course catalog, we explicitly state that our course does not prepare students for a specific certification due to the lack of a standardized route, which can vary within each state. I have attached a screenshot with this information. 

  Regarding your situation, I understand that you were unable to start the course right away. As a gesture of goodwill, I would like to offer you a free 6-week extension to allow you ample time to complete the course and earn a Certificate of Completion. If this is something you are interested in, please contact our student advising team. 

  
  Thank you

  Customer Answer

  Date: 07/27/2024

   I am rejecting this response because:
  The cost of this course was ridiculously high. I have shared the webpage and the wording used both on the front page and in the classic. I will not be accepting the offer of a free extension to complete the course, as it would be a waste of time to put in effort for non-certification when I have a full time job and I am required to sign up for a legitimate course in order to become certified for my job.