ComplaintsforXcel Solutions LLC

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 3-20-2024, I was hired as a Candidate Insurance Agent with a private insurance agency. Upon hiring I must complete an online course, final exam, and state exam in which I must pay out of pocket for. I paid for my courses online, and I took my first course on 3-24-2024. Upon opening the course, I noticed a link that asks me to update my chrome. In hesitancy, I did not download it because it looked like a virus. I have a fairly new computer in which I have the latest updated version of Chrome. My computer does updates periodically when needed. I was able to bypass the first link but every course has this link to update the browser. This again became a red flag because I have been a victim of identity theft and scams. I proceeded to ask a family member who is in tech about the link and was informed that the link is indeed a virus. I do believe this company is scamming students unaware of the virus in the link. I reached out to my employer about this and was told to contact the company about the matter to get a refund. Today I called the company and explained to the Rep. what I was experiencing. She informed me that this link is on all the courses and it is to inform us that the courses may not perform if we do not download the update . I informed her that I have an updated browser, and that my computer gives me alerts when the browser need to be updated. I have a brand new HP intel core laptop that's not even 6 months old with the latest updates. There is no way my computer needs updates, and I realize that the link in the courses are design for the specific purpose of downloading a virus a student's computer. She told me she would look to see if I qualified for a refund. She then said they could not issue me a refund due to 20% of the course being completed. I believe this company are scammers that are hacking and taking people money through this virus without students being aware of this, and will make excuses not to refund money when they questioned about issues.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I wish to make a complaint against Select Home Warranty. Today I cancelled my service with them and was told they would be charging me a $75.00 cancellation fee. This is ridiculous if I would have know there was a cancellation fee I would have never signed up.I had another home warranty company and they did not charge me a fee when I cancelled.

  Business response

  03/07/2024

  Hello,

   

  While I am sorry that you had a bad experience, our company name is XCEL Solutions and we only offer online pre-licensing courses. We do not do home warranties or sell any type of insurance whatsoever. Perhaps you were looking for an different XCEL. I hope that get your dispute resolved successfully/. Good luck.

  Customer response

  03/08/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

• Initial Complaint

  11/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Insurance exam prep was purchased with this company. After signing up for the program I was then informed by the home screen the product was only good for 30 days. After realizing this I knew this was not a program I could complete in 30 days and would have never signed up had I known this. Screen shot attached, again this information was NOT available until after the course was accessed Purchased on Friday, today Monday, tried to called them. First time on hold was 39 minutes, sent an email was told I needed to call to request the refund. Second time calling was on hold for 25 minutes. The lady who answered the phone told me that once the program was accessed there are no refunds.......but until you access the program you aren't advised there is a time limit to the program. I told her I never agreed with those terms and she said I did when I accepted the terms and conditions. If a company needs to put these VERY important details into the small print of the terms and conditions to sell their products that's very misleading to the consumer. When I asked the rep for a copy of the terms and conditions she said I had already agreed to them. I told her I would be filing a dispute with my credit card company, a better business bureau complaint she told me to "go for it" Their refund policy (screenshot attached) plainly states within 30days off course purchase. This company is beyond misrepresenting their service, their customer service is beyond horrible and I certainly hope others do their research before dealing with this shady company. I will tell everyone I know and will also be filing a complaint with the state of TN as well as the state of Florida for licensing of this company (if they are even licensed. DO NOT PURCHASE from this company Their customer service reps talking degrading to the consumers is the NUMBER 1 reason!

  Business response

  11/15/2023

  *****,

  While I do not agree with the way that you were spoken to, the CSR was correct about the refund policy. I have attached the terms and conditions that are presented before the purchase. You must check the box and agree to them before you can purchase the course. The terms and conditions clearly state the 30 day expiration of the course. Our course is designed to be completed within 7-10 days. Upon completion, students are given another 30 days at no cost as well as our Prep and Sim practice courses. In the event that a student cannot complete the course in the 30 days, we offer a one-time courtesy 15-day extension. We also offer a paid option of 30 days for $44.95. In my opinion, our service was not misrepresented as you agreed to these terms by checking to box. 

  That being said, I will take this up with the Support team as a training moment. No one should be spoken to that way and I apologize for this. I will send a refund request to Support so check your account within a few days. I wish you luck in your future endeavors.

• Initial Complaint

  10/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid $30 for a TX insurance certification, but the course will not open. It gives an error message. I'm not completing the course because I will not be working with the company that required it. I would like a refund as I was not able to access the course and I will not be needing the certification.

  Business response

  11/02/2023

  **********

  Your course is still active and available. For students that have technical difficulties, we suggest that they call Support at ************. I checked your file and I see that no call was received for your account. Our refund policy (located at and also on your receipt upon enrollment) states that "students have 30 days to request a refund. Once a course has been accessed or opened, the package would be non-refundable. There will be a $24.95 processing fee for any refunds". Your course was opened and worked on 2%. Instead of directly reaching out to the BBB to lodge a complaint, I wish that you would have called or reached out to us so that we could look into your issues and possibly work with your situation. Based on the refund policy we cannot issue a refund for your course at this time. You can still work on your course if you wish and I can extend it at no cost should you need more time. We wish you the best of luck in all your future endeavors. 

  Customer response

  11/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: I called and spoke to an agent called *****. I told her I was not to view the course and that I was no longer interested in pursuing the course. I did not access the 2% you mentioned because of the error message. I dod not need technical assistance. Why should I pay for something I did not view or read? You are changing me for accessing the error message??

  Regards,

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

  Business response

  11/15/2023

  ********** The fact that you received an error means that you accessed the course. The refund policy states that refunds will not be issued if you access the course at all, which you did. Although it is against the refund policy, I have instructed Support to issue you a refund. Please look out for that within the next few days. 

• Initial Complaint

  03/09/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I paid $199.00 for the Ohio Pre-Licensing for P&C. There are numerous grammatical errors, punctuation errors, duplicating sentencing, spelling errors and errors in sentencing structure. On a chapter exam it stated I answered the question incorrectly, however, the correct answer was the one I had chosen. I have emailed their customer support for a refund. I am not confident at all about this online class and actually fear that I will not pass the exam if I continue with this program, which only gives you 1 month and charges you extra to extend the lessons. I feel as if I have wasted, and lost, my money that could have been spent on a better, more professional pre-licensing program.

• Initial Complaint

  01/24/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I started Xcel solutions within this last week. I paid $49 to get prelicensed on the course. However, I didn't complete it and was unsatisfied with the course. I also quit the job that required it and would like a refund.

  Business response

  01/27/2023

  On the Terms and Conditions, which must be accepted before purchase, students are advised about our refund policy. If this student wanted a refund, all they had to do was reach out to Customer Support at ***** ********. A CSR would have seen if they qualify (based on % complete and when they asked for refund in relation to purchase date) and then issued a refund if applicable. Since I cannot take PII (Personal Identifiable Information) over email or phone, she must call Support so they can start the process. I checked the notes and no attempt was made to contact our Support team so far. Based on what I have seen, she qualifies for a refund and should reach out to them.

• Initial Complaint

  01/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Wed. 12/22/2021, I successfully completed my 40 hour course instruction in order to take the WA life insurance exam. With the exam scheduled for 12/23/2021. I was expecting to receive my course completion certificate in my email from XCEL as it was required for me to have in my hand to be able to take the exam provided by PSI. I am afraid XCEL failed to live up to their side of the agreement to do just that. I have already spoken with their customer support and was not able to come up with a satisfactory resolution. From that, I am seeking a $35 refund that XCEL costed me from having to miss the exam, as PSI is very strict with their requirements being that if customers do not have an ID or their course completion certificate in hand, they will NOT be allowed to test.

  Business response

  02/02/2022

  Mr. ****, We are currently reviewing your complaint and will get back to you shortly. Please be patient while we investigate further. 

  Business response

  02/09/2022

  Mr. ***** your situation was a rather unique one and needed some more looking into so thank you for your patience. We do our best to keep our students and managers happy and at times, we may fall short. The real challenge here was that you paid $0 for your course so we cannot refund if we have no card on file. In order to make up for your lackluster experience with XCEL, we were able to receive authorization to issue you a refund for your testing fees. We will issue you a check and send to the address on file. Please allow a few days for us to prepare everything and send it out. We hope that this resolution is to your liking. We also hope that we have turned your negative experience into a more positive one. Do not hesitate to contact us should you have any questions.

  Customer response

  02/18/2022

  Consumer called in stated this was resolved. 

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