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:07/19/2023

  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.

  Due to an extenuating circumstance, I had requested that I get an extension on the course I enrolled in. The representative informed me that I can only have that option for instructor led courses and not self paced courses. From my research, I could not find anywhere in the policy where there was a distinguished difference or where it stated that self paced courses were ineligible for extension. I did see however that you're supposed to get 10 days extension automatically from the end date which this is only day 2. I then asked for a refund to which I was told you only have 13 days to apply for that from the start date. I researched this and did see that it said some exceptions could be made after 10 days when requesting a refund. The representative did not tell me this and I believe my circumstance could qualify but I was never asked for a reason. I would like direct contact from the business to demonstrate to me where this is stated in the policy since I cannot find that. If they are unable to provide proof of policy, I would request extension or refund. Otherwise I will consider legal counsel. Thank you

  

  Business Response

  Date: 07/20/2023

  This is a duplicate complaint. First complaint was assigned **********

  Student was provided with his school administrator's contact information for follow-up to inquire about his options.

  In the meantime, our Support Team has provided the student a complimentary pass to the same course he was previously enrolled in, which will provide him with 6 weeks of access to the instructor-led course.

  Best Regards,

  ***** ****

  Manager

   

  

  Business Response

  Date: 07/21/2023

  With our drop/refund time we clearly note this on the student
  enrollment confirmation:
  
  “Please Note: This course is non-refundable after 13 calendar
  days after your session start date. Self-paced Tutorials: 13 calendar days from
  enrollment. Instructor Led: 13 calendar days from session start regardless of
  enrollment date. Course Bundles: 13 calendar days from session start date of
  the first course in the bundle. Any course that has been completed or where the
  final exam has been accessed is no longer eligible for refund.”
  
  I am unsure where he is getting an exception after 10 days for
  refund when on the Confirmation it clearly notes 13 days. (He may be referring to our Advanced Career Training Programs. These are longer in duration, and much more expensive.)
  
  As for extension time, under Help in the FAQ section under the
  “How do Self-Paced Tutorial courses work?” it notes this:
  
  “Self-Paced Tutorial courses are open enrollment, meaning you
  can enroll and start a course any time it is convenient. After enrolling, you
  will receive all lessons immediately and have three months access to complete
  the course content. Self-Paced Tutorial courses do not have extensions.”
  
  I think the student is confusing the listed Instructor-Led
  course option with what is listed above for the Self-paced options.  Within the same FAQ section under “Are
  extensions available for Instructor-Led courses?” it notes this:
  
  “At the end of the two-week final exam period, an additional
  10-day extension is automatically provided to finish any remaining course
  material. No additional extensions are provided beyond these 10 days.”
  
  So we notify time frame for refunds on the Confirmation provided
  both on screen and emailed to the student. And the site FAQ notes the
  variations and what is provided.  I
  pulled the FAQ from the same site the student enrolled through for the
  courses.  His previous courses were under
  the Instructor Led Option and I think he has confused the two separate options.

  Let me know if anything else is required.

  Best Regards,

  ***** ****

  Manager

• Initial Complaint

  Date:06/27/2023

  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 purchased the pharmacy technician program that includes the voucher online course with ed2go. I did start the program but I did not finish it nor have I taken the final exam. I have recently been diagnosed with a dysautonomia which is a disability and now I am being put on disability for this health condition. I reached out to ed2go for a drop/refund due to my extenuating circumstances and was completely denied. Their reason being the student enrollment agreement. I read the agreement when I paid for the class however I was not bedridden at the time, having constant migraines every day, blacking out and not being able to function properly, being put on disability, going to doctors appointments more than once every week, and to treatment 5 days a week. I told them in my request all books/works books have not been touched and the lab kit that I received is still in the shipping box it came in. I have spoken to SEVERAL student support reps/ advisors. I even asked to speak to a manager or someone higher up but was told every time they were unavailable, or in a meeting and i would have to leave a message for them to contact me back. I understand they have to have guidelines and certain rules and I completely respect that. I am not trying to take advantage of a situation in anyway but right now I cannot physically or mentally complete that course and I paid $2500 for it to simply just let it go. I need the money more to support myself now than I need this course. But what bothers me most is that they are prioritizing their guidelines over a students health condition that’s so bad they are having to be put on disability for it. I cannot comprehend in what sense money and guidelines are more important than someone’s life / wellbeing. I really hope this review opens their eyes as to their students not being able to control what happens after those (10) days are up and I pray that no other person has to go through this situation with them at all.

• Initial Complaint

  Date:05/30/2023

  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.

  Ed2go allowed ****** *********** to take out a loan with MY NAME AS A CO-SIGNER WITHOUT MY KNOWLEDGE AND REFUSES ALL POLICE REPORTS AS PROOF IT WAS IDENTITY THEFT. MRS.*********** WAS DETAINED BY POLICE WITH A DRIVERS LICENSE WITH HER PICTURE AND MY INFORMATION ON IT AND THATS HOW SHE GOT THE LOAN! MY CREDIT IS RUINED AND I HAVE FOUGHT THIS FOR ALMOST ONE YEAR NOW. THERE IS A WARRANT OUT FOR HER ARREST BUT SHE MOVED TO MISSISSIPPI TO A DRUG REHAB GROUP HOME TO KEEP FROM GOING TO JAIL. NOW I’M STUCK WITH BAD CREDIT BECAUSE SHE WAS ALLOWED TO TAKE OUT A LOAN NAMING ME AS A CO-SIGNER AND I KNOW SHE DIDNT EVEN HAVE MY SOCIAL SECURITY NUMBER AND THEY STILL ALLOWED HER TO DO IT!

  

  Business Response

  Date: 06/02/2023

  Hello,

  This appears to be a duplicate complaint. This student filed a complaint last week regarding the same matter. 

  Our Support Team has been in contact with the student. We have confirmed with Launch (loan provider) that they have begun the process to remove the student from the account. The student will need to allow time for the processing and subsequent action items to be completed.

  In summary, the primary borrower on
  the account submitted ALL the required information including the SSN,
  address, and date of birth – we absolutely would not have authorized a
  finance plan without this information, nor would we be able to report on a
  person’s credit file without the SSN being initially submitted.

  Ed2go did not receive
  the full fraud packet until 5/17/2023 and we notified Launch to remove the
  cosigner on 5/25/2023.
  
  In regards to the resolution requested we
  are meeting the cosigner’s request.

  If the student wishes to comment further, we ask she kindly reply to this thread vs. opening a new complaint.

  Best Regards,

  ***** ****, Manager
  

• Initial Complaint

  Date:04/12/2023

  Type:Service or Repair 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 took a freight brokers course through ed2go and completed it in October 2022. I paid my balance in full and was told I would receive my certificate in 6-8 weeks. It has been 6 months or so and I have yet to receive a certificate. I have contacted ed2go and the school several times and still have not received it. I am at the point that I don't know who to contact or where to turn. I feel in my heart I was scammed and my money was taken because there is no way 6-8 weeks turns into 6 months. I have emails and my call log to prove that I have been trying to resolve it and get my certificate. If I can't get my certificate I need my money back because it was wasted time and money for something I don't have.

  

  Business Response

  Date: 04/13/2023

  Hello,

  Thank you for bringing this issue to my attention. Mississippi Delta Community College has had some staffing changes recently. One of our staff members contacted the new account manager at the partner school and walked them through the process of issuing certificates. The manager created the certificate of completion while on the phone
  with our staff and will be emailing it to the student shortly.

  Please let me know if you do not receive the certificate within the next 24 hours. Thank you so much for your patience.

  Best Regards,

  ***** ****

  Manager

• Initial Complaint

  Date:02/13/2023

  Type:Service or Repair 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.

  On 12/02/2022 I completed the Freight Broker's course. On 12/06/2022 I contacted my instructor to find out my course grade and when my course certificate of completion would be arriving. My instructor (the one who teaches and grades the test/quizzes) informed me that she didn't know my grade but that I would have to call and get this information from ED2GO. Knowing that I completed all assignments and pretty much had good scores on all test/quizzes this was not an issue for me I simply wanted to post and frame my certificate. My instructor then told me my certificate would take 6-8 weeks to be mailed. WHAT? I completed the course and have to wait this long for a certificate after paying $1,800 with an additional $300 to get (2) course extensions? To add injury to insult, I am being told today that there are course assignments missing and thus, I cannot receive a grade or a certificate. I signed up for this course not only because of my personal interest in the industry but also because it was being offered by a reputable school, The University of North Carolina in Charlotte who supposedly has a partnership with ED2GO. However, it appears to be a scam. You have to pay for the course, any extensions and now it looks like you may even have to pay for a grade and your course certificate. Why didn't a counselor or advisor contact me to say I was missing assignments? After 12/02/2022 my access was completely shut off to the course portal. Of course I was told there could be fees in order to submit the missing assignments which I adamantly refute that I need to submit. I will be requesting partial refund or taking them to court as they misrepresented everything about this course. MAKE SURE YOU DO NOT ENROLL IN ANY COURSES BY ED2GO....

  

  Business Response

  Date: 02/17/2023

  Hello,

  
  

  The student did not complete the program at the time she submitted this complaint. Due to a miscommunication between the student and instructor, we are opening the course to allow her the opportunity to complete the final two assignments. Once she does this, the instructor will grade her assignments ASAP, and then she'll be eligible for a Certificate of Completion. Her school will issue a digital copy of the Certificate so the student doesn't have to wait for it to arrive in the mail. 

  
  

  Hopefully this solution is an acceptable compromise. 

  
  

  Best Regards,

  
  

  ***** ****

  Manager

• Initial Complaint

  Date:02/01/2023

  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 purchased an education product from them in July. I started the course but stayed under the limit allowed in the refund section. The initial refund was good for 10 days then by circumstance only. In September I was accepted to Graduate school that would start in October. I explained the situation to them and they refused to cancel the course and give the refund. They said it was past 10 days which it was. I went on to discuss the other part of the refund policy that states extenuating circumstances. They would not discuss this part of the issue and stuck with the 10 days. I asked for their definition of extenuating and was basically ignored. I contacted the University extension that this program was going through and they offered to refund their portion of the money since they could see the validity of the circumstance. They had two versions that you could buy. The first was the class only, and the second was the class and a voucher to take a test. I asked if they would at least refund the voucher which they now claimed they were not able to split the two. Around December I finally got one of the books for the class, which is obviously well past the 10 days to refund my money. Given that they don't seem to have a definition of extenuating to give anyone other than no your past the 10 days and the fact that several months went by before they delivered the books for the course I would like a full refund.

  

  Business Response

  Date: 02/03/2023

  Hello,

  
  
  

   

  
  
  

  Refund requests outside of our 10-day
  policy are reviewed on a case-by-case basis. Since the student’s sole reason for
  requesting a refund was because they were accepted into a grad program, this would
  not fall under our approved reasons for a drop outside of policy. Yes, they did
  submit their request within their initial duration of access (1 year), but
  their reason was not approved per policy.  We also try to reiterate to
  students that the course is self-paced and that they can log in when they can
  to complete it within their initial duration of access.

  
  
  

   

  
  
  

   5. REFUND POLICY: For refunds requested within ten (10) calendar days
  commencing on the date listed as the Start Date in the ed2go Student Center,
  one hundred percent (100%) of the tuition amount shall be refunded, provided no
  more than fifty percent (50%) of the program has been completed and all course
  materials are returned in as-new condition to ed2go at the Student’s expense.
  Such materials must be received within ten (10) days of the date of Materials
  Return Instructions sent by ed2go to the Student by email notification. The
  cost of materials not received or those that cannot be returned (such as
  software, memberships, exam vouchers, exam sponsorship, equipment, etc.) shall
  not be refunded to the Student. Refunds shall be paid to the Student or Finance
  Plan forgiveness shall be granted within thirty (30) days following the
  deactivation date of the program. 

  
  
  

  
  

  The student also mentions in his BBB complaint
  that they didn’t receive their materials in a timely manner. We checked the tracking information and see that the student received the
  first book on 7/11/22 and the second book on 10/28/22.

  
  
  

  The book that the student received a few months after enrollment was
  available as an e-book, so the student could have utilized that in the
  meantime.

  
  
  

  Unfortunately, we must again deny this
  student’s request for a refund.

  
  
  

   

  
  
  

  Sincerely,

  
  
  

   

  
  
  

  ***** ****

  
  
  

  Manager

  Customer Answer

  Date: 02/06/2023

   I am rejecting this response because:
  
  
  They are still not providing a response as to what would constitute a reason outside the 10 days. At the sole discretion of the program is not an excuse and would simply allow the denial of all claims.

  

  Business Response

  Date: 02/06/2023

  Hello,

  
  

  An additional response was sent directly to the student.

  
  

  Hello ****,

  
  
  

  
  
  My name is ****** and I am part of ed2go’s Student Services Department that
  handles drop and refunds as they relate to the Student Enrollment Agreement.

  
  
  

   

  
  
  

  We received
  your BBB complaint surrounding your recent drop denial as your initial request
  for a refund for the Certified Paralegal (Voucher Included) program was
  denied as you are outside of policy and ineligible for a refund per the Student
  Enrollment Agreement. Ed2go is transparent with policy information and is
  dedicated to helping students succeed through their educational journey.

  
  
  

   

  
  
  

  The Enrollment
  Agreement can be reviewed at: ***********************************************

  
  
  

   

  
  
  

  We understand
  that you are appealing our initial denial due to the policy stating “ unless
  written justification is provided” and that extenuating circumstances was not
  further explained. Upon review of student drop request outside of 10 days, we
  will take extenuating circumstances into consideration. Examples of these may
  include; death in family, severe illness and/or natural disasters, etc…

  
  
  

  ?

  
  
  

  The Student Operations Specialist team has
  reviewed the additional information you provided, and we have
  determined that you remain
  ineligible for a refund for the Certified Paralegal
  (Voucher Included) program as we do not consider your reasoning for a
  refund to be extenuating (acceptance into a grad program).

  
  
  

  ?

  
  
  

  ed2go empathizes with the reasons stated in your
  request and you can count on our continued support through your program
  end date 07/07/2023.

  
  
  

  ?

  
  
  

  Additional options may be considered (upon
  request) such as: program extensions, program holds, program transfer or a
  financial forbearance if you are utilizing our Finance Plan and are struggling
  with monthly payments. Please
  note, additional approvals/fees may be required with the
  suggested options.

  
  
  

  ?

  
  
  

  Thank you,

  
  
  

  ****** ******

  
  
  

  Student Operations Specialist, ed2go

  
  

  Please let me know if anything else is required. 

  
  

  Best Regards, 

  ***** ****, Manager

  
  

  Customer Answer

  Date: 02/07/2023

   I am rejecting this response because:
  I have read the student agreement and it still gives full discretion to the person doing the review without an sop that would give guidance beyond personal discretion. If a company has policies they need to be stated in writing. 
  
  

• Initial Complaint

  Date:01/31/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I decided to drop the courses I was going to take during the 10 day period that we can get a full refund and I cannot get a hold of anyone in office or get a respond to my email.

  

  Business Response

  Date: 01/31/2023

  Hello,

  
  

  According to our records, this student's drop request was processed by our team today. I see communication in the student's record between the student and our support staff. 

  
  

  If anything else is needed, I would kindly ask the student to reach out to the Student Advising team (*************@cengage.com). 

  
  

  Best Regards,

  
  

  ***** ****

  Manager

  
  

  
  

  Customer Answer

  Date: 02/01/2023

  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:01/20/2023

  Type:Service or Repair 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.

  Transaction date 1/16/2023 with company Ed2go providing online courses. They have taken my money in the amount of $149 and not provided the course "Introduction to Cybersecurity" after many attempts to get them to do so. Their number is ************ and spoke with ***** ********* and ***** ******. They have not resolved problem. Order #*******.

• Initial Complaint

  Date:11/21/2022

  Type:Service or Repair 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 ed2go’s Pharmacy Technician (Voucher Included) program. They should reduce the cost and not include course materials. I could get all the material in physical copies ordered and here within a week, but somehow the “supply issues” seem to be targeting ed2go only. This next part is directly from their website, “The instructional materials required for this course are included in enrollment. The following textbooks will be shipped to you approximately 7-10 business days after enrollment: The Pharmacy Technician: A Comprehensive Approach Pharmaceutical Calculations for Pharmacy Technicians Law and Ethics for Pharmacy Technicians Fundamental Pharmacology for Pharmacy Technicians Fundamental Pharmacology for Pharmacy Technicians Workbook Pharmacy Lab Kit with Manual (only available for residents of U.S./Canada; additional information available in the FAQs section)* Externship packet and lab coat provided upon acceptance into the Externship Program”. Nowhere does it mention that 2 of the textbooks are not printed by the company until your enroll in the course and that it takes 4-6 weeks for them to be shipped. I understand there are ebooks, but when I tried to explain that ebooks are not compatible with my learning style, I was told that the reality of the situation was I wasn’t getting a refund. I asked for a refund for those two titles based on ed2go not being forthcoming with all necessary information prior to my enrollment, I was told that “backorder” is a blanket term they use to also refer to books that are printed upon enrollment although I don’t see any mention of the 4-6 weeks, so again they’re still in the wrong but will not admit it. They don’t understand that they’re being dishonest in their business practice. They did offer a 12 week extension, but that’s not what I need is for them to deliver on their part of this agreement.

  

  Business Response

  Date: 11/22/2022

  Hello,

  
  

  This student is outside our 10-day refund policy, but as an exception to standard policy, we are offering the student a partial refund for the cost of the materials that are on backorder. With
  the refund offer, the backordered materials will not be shipped to the student. She will need to purchase these on her own. She will still have access to the eBooks that are and have been available since the start of her class. Ed2go will only ship the
  Pharmacy Lab Kit and Manual as this is shipped separately and is received
  within 3 months of initial enrollment. As a side note, the Lab Kit is not
  required for completion.

  
  
  

  This student was also offered an extension, she would just need to reply to our Support team. 

  Best Regards,

  ***** ****, Manager

  Customer Answer

  Date: 12/01/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 184***89, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:11/04/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for an online C++ course in October 2021. I have been sick with Covid19. I was given the option to pay for an extension, but I was presented with two options $75 and $150, with different advisors saying the same thing. I tried to contact someone today, but the phone was unreachable. However, for another ed2go program, I was offered a free extension. No one was ever able to tell me why I had to pay an additional extension fee.

  

  Business Response

  Date: 11/10/2022

  Our Student Support Department is reaching out to the student directly to help resolve her issue. I believe her request for an extension will be accommodated. 

  
  

  Thank you. 

  
  

  ***** ****

  Manager