Complaints

This profile includes complaints for American Safety Council, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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American Safety Council, Inc. has 10 locations, listed below.

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  American Safety Council, Inc.

  225 E Robinson St STE 570 Orlando, FL 32801-4339

  
• 

  New York Safety Council

  218 W Main St Malone, NY 12953-9500

• 

  American Safety Council, Inc.

  216-03 46th Ave, New York, NY 11361

• 

  New York Safety Council

  218 West Main Street Malone, NY 12953

• 

  American Safety Council

  32401 8 Mile Rd Ste 111 Livonia, MI 48152-1301

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:08/09/2024

  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 bought their program. Was able to log in then it logged me out. Could not log in even after following their instructions. I called their service number and was on hold for 45 min. The recording said I was 2 minutes away from being helped, then after waiting some more the recording said I was 10 minutes away. I feel this is a scam and it must be looked into

  Customer Answer

  Date: 08/10/2024

  The business in question and I resolved our issue can I cancel this complaint 

  

  Business Response

  Date: 08/13/2024

  Good morning, *************************************!
  

  Thank you for reaching out and sharing your experience with us. We genuinely apologize for the inconvenience and frustration you've encountered with our program and support services.
  
  We understand how important it is to have reliable access and prompt assistance, and we regret that we fell short of your expectations. Your feedback is crucial for us to address and improve our service.
  
  To resolve this matter, we would like to offer immediate assistance. Please provide your account details or order number, and we will prioritize resolving your login issue. Additionally, we will investigate the issues you experienced with our support line to ensure it meets our standards.
  
  Once again, we sincerely apologize for any inconvenience caused and appreciate your patience as we work to resolve this. Please feel free to reach out directly to our customer support team at [support email/phone number] for expedited assistance.
  
  Thank you for bringing this to our attention.

• Initial Complaint

  Date:08/06/2024

  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.

  was double charged for a course that ended up kicked me out and blocking access after i completed the course. and have not received my certificate. multiple phone calls to rude call centers that refuse to help or give any information on a resolution

  

  Business Response

  Date: 08/11/2024

  Hello *****************************,

  We're sorry to hear about the issues experienced while taking our courses! I was only able to locate 1 charge, for the course registered on 7/18/2024. I see that you were locked out from this course due to answering your security questions incorrectly. For the specific program you took, at the beginning of the course a set of "personal validation questions" are asked in order to create an answer key for the student. The student's responses are saved in a database, and the questions are later asked at random as the course progresses. 

  The intention of this practice is that the proper student participating in the course will know their own answers (as they created their own self-assessment answer key) and should be able to correctly validate. It is possible that if a student did not carefully read the initial questions or carefully select their answer, the original responses saved may not be in line with the student's actual self-assessment causing them to get future questions "wrong", though this depends on the student's engagement, and it is not a bug with the course. It is true that students who are unable to successfully validate after several attempts will be excluded from the course and need to re-register.
  
  One of our objectives, as an approved course provider, is to remain compliant with State regulations for course providers. In part, one of the requirements is validating student participation, and upon failure, students must be excluded. We are confident that the course is functioning properly. 
  
  As a onetime courtesy, we are pleased to provide you with this course replacement option to you. This will allow you to retake the course without incurring any additional charges. Please let us know if this is something you would be willing to accept.

  At this time, we are unable to provide you with a refund for the amount charged: $42.90.

  Thanks!
  
  

  
  

  Customer Answer

  Date: 08/12/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/05/2024

  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.

  My daughter ************************* completed all *************** via their website on July 15th. I have not received the final driver license certification. I have called multiple times, emailed, live chatted to no avail. I have cancelled 2 road exams due to them not sending the final certification. They keep sending me the drivers permit certification. I hope you can help.

  

  Business Response

  Date: 08/11/2024

  Hello ********;*******, 

  Thank you for reaching out! We are so sorry for the inconveniences this has caused! Upon further review, I see that this driver's license certificate was emailed out to you on Friday 8/9/2024. I have attached it here for easier access, if you have not yet received t via email. 

  Please let me know if there is anything else I can help you with! 

   

• Initial Complaint

  Date:08/04/2024

  Type:Customer Service 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 08/04/2024 I started my driver's course online. During the course my VPN blocker popped up I quickly clicked the * button as it was blocking my screen. At that time the test immediately ended stating I failed. I contacted their customer support who wanted to hear non of it and only recommend d I pay another 40$.This is unacceptable. This is circumstantial and honestly in this era if someone wanted to cheat they'd just use a separate device.The customer ********************** is unhelpful.My mother is filling this out for me and can attest that I did nothing wrong.

  

  Business Response

  Date: 08/11/2024

  Hello *******************************, 

  We are so sorry to hear about the issues you have encountered. The Florida DMV has recently transitioned to a new testing application with stringent guidelines for taking the Florida Online Permit Exam. Based on the situation described, we're happy to offer you a promo code to re-attempt the Permit Exam at no additional cost. As a reminder, the permit exam can only be attempted with any online provider up to 3 times before being required to take the exam in person, we cannot void the first attempt. Let's review some of the things that may cause failure on the permit exam:
  
  The Exam must be completed within a 1-hour, undisrupted, session.

  You must not navigate your cursor off the page, open another browser, refresh the screen, or leave the exam page until you have finished the exam

  You must respond to each individual question within 3 minutes; if not responded to, the exam will auto-fail

   Your session cannot be inactive for over 2 minutes

  You must answer 40 out of 50 questions correctly. If you miss 10 questions, you will automatically fail and not be able to complete the entire exam
  

  *Failure to follow these guidelines will cause you to fail the Florida Online Permit Exam. Please follow the instructions below to redeem your code.

  Redeeming your code will allow you to re-register without a fee.

  1. Visit *************************.

  2. Enter the following code:  GPC341889B

  3. Complete the requested information, including creating a new username and password. Once registered, click to start your course, and log back in any time using the new username and password you created.

  Please let me know if there is anything else we can assist you with! Feel free to contact us directly at **************************, for further assistance!

  Thanks!

• Initial Complaint

  Date:07/31/2024

  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.

  If you have read the complaints against this company, you will see a pattern. Their system glitches and it results in a failed exam. My son was taking a drivers permit course. The system would frequently glitch and exams would be submitted without all the questions being answered. When you try to talk to someone about it, you can only discuss in chat. The chat says, sorry, he failed three times. You will need to pay an additional $25 dollars to take the test. When you ask for a customer ********************** number, no one answers or its an automated message saying their systems are down and to try logging back into the course. This company provides substandard service, no help to resolve your issue and will not issue a refund saying its our fault. Even though you can see that by other complaints that there is something wrong in their system.

  

  Business Response

  Date: 08/06/2024

  Hello ***********************,

  Thank you for bringing this matter to our attention. We sincerely apologize for the difficulties your son encountered while taking the driver's permit course. We take such feedback seriously and aim to address your concerns promptly.
  
  We understand your frustration with the system glitches and the subsequent failed exams. According to our records, your son attempted the permit exam on three occasionsJuly 11, 2024, July 13, 2024, and July 23, 2024and unfortunately did not pass.
  
  We regret any inconvenience caused by the system issues you mentioned. We are continuously working to improve our platform's reliability and user experience. While our support team is available through chat to ensure quick and efficient responses, we understand that the lack of a direct phone line can be frustrating. We are currently exploring options to enhance our customer support ***********************.
  
  Regarding the policy of charging an additional $25 for a retake, we follow the guidelines set forth to ensure all students meet the necessary requirements. We apologize if this policy was not communicated clearly and for any confusion it may have caused.
  
  Although our standard policy does not allow for refunds after course access, we are committed to addressing legitimate technical issues. As a courtesy for the inconvenience and technical issues your son faced, we would like to offer a promotional code for the Texas permit exam. Please contact our escalations team directly, if this is something you would be interested in.

  Our escalations team email is ************************** and can be contacted Monday-Friday from 8AM-8pm EST.
  
  Thank you for your understanding and for bringing this to our attention. We value your feedback and are committed to improving our services.
  
  Sincerely,
  
  

  
  

  Customer Answer

  Date: 08/16/2024

  This is not resolved, nor do i accept their explanation. The reason my son failed is due to their system glitching and submitting incomplete tests. If you look at previous complaints, you can see that this is an ongoing issue. I would still like a refund or at least keep this complaint on the website for others to see. I want to make sure others are scammed by this company. 

• Initial Complaint

  Date:07/29/2024

  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.

  On Saturday, July 27, 2024 - I chose the ** safety council to renew my defensive driving certificate. The amount of security questions that were asked was excessive - but I answered them anyway. When it came to recording my voice, due to the fact that I do NOT have a microphone on my PC, I scanned the ** code but could not successfully get it to work. After numerous attempts, I gave up. I then contacted the ** Safety Council and spoke with **** who said he would look into a refund but never heard back from him. Today, July 29, *********************** Safety Council by phone. After being on hold for 22 minutes, the arrogant representative told me that I did not qualify for a refund even though I could not log in to start the course. I refuse to accept his poor reasoning and am requesting a refund. I feel that this is a deceptive practice.

  

  Business Response

  Date: 08/06/2024

  Hello ***************************, 

  Thank you for bringing your concerns to our attention. We apologize for any inconvenience you experienced while attempting to renew your defensive driving certificate with the ** Safety Council.

  We understand that the security questions and voice recording requirements can be cumbersome, but these measures are in place to comply with ** DMV regulations. We regret that you were unable to successfully record your voice due to the inability use of the microphone on your PC and difficulties with the ** code.

  We apologize for the lack of follow-up from **** after your initial call on July 27, 2024. Additionally, we regret that your experience with our representative on July 29, 2024, was unsatisfactory. We strive to provide excellent customer **********************, and it is clear that we fell short in this instance.

  While our policy typically does not allow refunds after the course has been accessed, we understand that you were unable to start the course due to technical difficulties. Given these circumstances, we have reviewed your case and submitted a refund on July 30, 2024.

  We appreciate your patience and understanding. If you have any further questions or concerns, please do not hesitate to contact us directly.

  Customer Answer

  Date: 08/27/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/24/2024

  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.

  This is a scam company I paid over $50 for a driving defense course and they have a limit of multiple modules you have to take before your main test. After a chapter they give you a quiz if you get a quiz question wrong (mind you not the real test) They automatically block your account and fail you and claim to start all over again even after your almost completed the course? Top it off they expect you to Repay again? So if you fail a question thats not even a real test question ur getting blocked and have to put up more money. Can you imagine how many people gone through this? It is wrong I would never recommend this company

  

  Business Response

  Date: 08/06/2024

  Hello *******************************,

  Thank you for your feedback. We take all complaints seriously and strive to address them promptly and fairly.

  We understand your frustration regarding the driving defense course. As per New York *** regulations, students are locked out of their accounts if they miss three quiz questions. This policy is in place to ensure that all participants fully understand the material before proceeding.

  We apologize for any inconvenience this may have caused. To clarify, the blocking of accounts is not intended to be punitive but rather to uphold the standards set by the *** for the safety and benefit of all students.

  As a gesture of goodwill, we have already issued you a full refund for both your courses, even though it was outside of our standard refund policy. We hope this demonstrates our commitment to customer satisfaction.

  Thank you for bringing this matter to our attention. We value your input and are continuously working to improve our services.

• Initial Complaint

  Date:07/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just **mpleted the defensive driving **urse. This is the se**nd time I have used this **mpany for the **urse. Right after I registered and paid I started to receive emails offering a $5.00 off **upon. Conveniently this is offered after I register and pay? How does this make sense? I tried to **mplain about it and was told there is nothing that **uld be done. I already paid and these emails **me from their marketing **** etc. That is ridiculous. How is that fair? Literally hours after I register and pay now I find out I **uld have got $5.00 off? I don't care where its **ming from. Its sloppy and bad business and it should have been honored. Se**ndly, as many **mplain, why do I have to wait 7-10 business days for a certificate. I am still ok with my insurance ** and the dis**unt for now but its just the point. The insurance **mpany told me all they need is an email and it usually states its **mpleted and shows something on it but they will not allow this. They offer a rush fee. Of **urse. Any excuse to make extra money. No, I don't want to pay for it to be rushed. There is no reason why people cannot get some kind of emailed secured proof. Even if you have to sign in and upload something. What is the problem wtih this? If they do that they can't charge people to rush the certificate. This is the only reason this is done.

  

  Business Response

  Date: 07/31/2024

  Hello *********************************,

  Thank you for sharing your concerns regarding your recent experience with our defensive driving course. We appreciate your feedback and understand your frustration.

  Regarding the $5.00 discount coupon you received after registering and paying, please note that this offer is intended for future registrations as a thank you for choosing our services. We apologize for any confusion this may have caused. Our marketing team sends out these promotions periodically, and unfortunately, we are unable to retroactively apply discounts to past transactions.

  In terms of the certificate of completion, we understand that waiting 7-10 business days can be inconvenient. The certificate is printed on special watermarked paper as required by the New York DMV, which does not permit us to send it electronically. This procedure ensures the authenticity and security of the certificate. We do offer a rush option for those who need it sooner, but we understand your preference to avoid additional charges.

  We appreciate your patience and understanding. If you have any further questions or need assistance, please feel free to reach out.
  Best regards,

  Customer Answer

  Date: 07/31/2024

  I reviewed the response. That is totally false. I even spoke and chatted with  their reps. *** is not meant for future use. First of all how or why would it be? This certification lasts for three years. Im going to save an email with a coupon for years ? That is a ridiculous notion and they are trying to insult people. 
  furthermore the coupon which came in pretty much simultaneously as I had just registered was very clearly an offer. Even their rep said their marketing team sends it out and its unfortunate but I cant use it because I already registered. 
  

  

  Business Response

  Date: 08/06/2024

  Good morning, *********************************. 

  Thank you for sharing your concerns. We apologize for any confusion or frustration you may have experienced.

  The discount provided is indeed intended for use on future registrations. This discount can be used for your next course registration or gifted to someone else who may be interested. We regret that this was not clear before you registered.

  The reason the discount is provided after registration is because we do not have your information beforehand. Without your registration details, we cannot send the discount code in advance.

  We understand and respect your perspective and apologize for any inconvenience this may have caused. Our goal is to ensure your satisfaction, and we appreciate your understanding.

  Sincerely,

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22028865
  
  That is not true. Of course they had my details. I was on their website. I did a live chat before I registered. I even asked about a coupon etc. so they knew.  They had my email . Of course they did.  Again. Its utterly ridiculous and an Insult to my intelligence to expect me to believe the discount is for a future date.  Why would have needed to worry about that now? Its ridiculous. 

• Initial Complaint

  Date:07/22/2024

  Type:Sales and Advertising 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 July 18th, 2024 I purchased an online defensive driving 6 hour course. I had used this company in the past and therefore wanted to use them again. My order # is ******* and I paid $32.95 total for this course. I had purchased the course previous and due to personal matters was not able to complete the course so understood that I would need to complete the course again and pay an additional fee. I requested a discount since I had paid for the course previously and after being disconnected from their chat support twice decided to just pay for the full price and take the course. I understood there were security questions and I had created a voice security as well and would be prompted throughout the course ( I had taken the same course previously so was familiar with the process). As I was taking the course suddenly without prompt it said I had answered security questions incorrectly and redirected my page. I NEVER had the opportunity to put in security questions. At this time it let me continue the course. I am near the end of the course with 2 sections remaining of a 6 hour course. It prompted me for my voice security which I did, then it asked me 2 questions that I do not recall creating at all. 1 being the color of my fathers hair ( my father is deceased- I would recall if they asked me what color his hair was) I answered incorrectly to the question I don't recall setting up and it blocked my account stating I needed to pay for the course again and restart after spending 6 HOURS on the current course. I reached out to chat support and a supervisor called me and both would not help me and kept telling me I created these questions and they are standard and would not be an exception for me. They offered for me to start the 6 HOUR course again from the beginning for free. They refused to unblock the account if I were to answer all of the other security questions and claimed they could see them all in front of them. Please help me resume where I left off.

  

  Business Response

  Date: 07/31/2024

  Hello ***********************,

  Thank you for reaching out and providing a detailed account of the issues youve encountered with your defensive driving course. We sincerely apologize for the inconvenience and frustration this has caused you.

  We understand that you faced unexpected problems with the security questions and account access while nearing the end of your course. We appreciate your patience and persistence in trying to resolve the issue.

  Given the circumstances and the technical difficulties youve experienced, we will unlock your course as a one-time courtesy so you can resume from where you left off. This should allow you to complete the course without needing to restart from the beginning.

  Please note, it's important to note that while our course is designed to align with state standards, failing a security questions three times unfortunately leads to disqualification from the course. This information is readily available within the course materials as a reminder and Is also accessible on our course website, ensuring that prospective students are well-informed about the prerequisites before registering.
  
  It's important to reiterate that, as an approved course provider, our commitment is to adhere to State regulations for course providers. One of these regulatory requirements entails verifying student participation, and when students do not meet these criteria, we are obligated to exclude them from the course. This is a key component of our compliance with state standards and regulations. 
  
  

  Please contact us if you encounter any further issues or have additional questions. We are here to assist you and ensure that you can complete your course successfully.

  Thank you for your understanding and for being a valued customer.
  Best regards,

  
  

• Initial Complaint

  Date:07/16/2024

  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.

  My son just signed up for the Driver Permit and Drug and alcohol course, which I paid for. He decided to take the permit test first, upon doing so he was trying to move forward with his test and the website would bring him to a page that stated "Web Test Station" and that's it. No buttons to move forward or anything. He had no choice but to hit the back button to get back to the test. He continued on and the same exact thing happened all of a sudden. After the second time of this happening (keep in mind these tests are timed) , he tried on another laptop. Which was working perfectly fine and then all of a sudden it stated he had ran out of time when there was still roughly ***** left. He reached out to live chat support and came in contact with a ****. My son was trying to explain what happened and **** mentioned he can re register and would have to pay again. I jumped on the chat to try and explain better that this was not my sons fault, the website was bringing him to a page that stated (web test station) in the middle of the test. It didn't seem to matter. I asked to escalate the issue and also asked for a customer ********************** number. When I dialed it, it obviously stated no one is available to help. Here's the thing .... I could understand if my son was at fault and switched devices for no apparent reason. My thing is the website was glitching or having some kind of issue. Also, in the rules and guidelines the is an option for audio or you can read it. When you just listen to the audio of these guide lines it totally skips over the part you can't switch to another device. This is deceiving as most ppl just listen to audio these days. I'd also like to mention that right on the course/website it states, verbatim: PLEASE NOTE: "You are limited to a total of three attempts online. If you do not pass after the 3rd attempt, you must take the exam at a driver license or tax collector office". It does NOT mention you will have to pay for each of the 3x.

  

  Business Response

  Date: 07/22/2024

  Hello ***********************, 

  I am sorry to hear about the difficulties your son has encountered. Unfortunately, I was unable to locate his account using the username and email address provided. Could you please provide an order ID number for the account?
  
  Regarding the reporting of the permit exam, as this exam is conducted directly through the ***'s website, there are no reports or emailed completion certificates. Once the course is successfully completed and passed, the results are automatically uploaded to the *** database. Our role is to provide the platform for hosting the permit exam.
  
  These changes are relatively new, and we are still working through unforeseen issues with this new system. As the process is managed through the *** portal, we have limited ability to make changes or updates and cannot see the status of the results,whether completed or failed. We are actively working with the *** to improve this process, although it is progressing more slowly than anticipated.
  
  Once we locate the account, I will be able to investigate further and provide you with options to address this issue. We appreciate your patience and understanding in this matter.
  
  Thank you for your cooperation.

  
  

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 22000323
  
  I am rejecting this response because:

  It does not rectify the situation. Also, the order i.d. number is in the screen shot I provided. (Top left corner). This shows a lack due diligence upon reviewing my case. 

  Again, I am respectfully asking to reimburse me for the package I bought or allow my son to retake the permit test without paying the extra fee. 

  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/28/2024

  Hello **************, 

  I apologize for missing the attachment you provided. My previous response was not meant to resolve the issue but to gather more information to locate and review your son's account. Now that I have located the account, I am prepared to assist further. I apologize for overlooking the attached photos. We all make mistakes, and I appreciate your understanding. 

  After reviewing your son's account, I was able to provide you with a full refund on the attempt that your son did. I am so sorry for this inconvenience. I would recommend taking the exam in person at the **** for immediate DMV results. 

  If you have any additional questions or concerns, please let us know! You can contact our escalations team directly at **************************.

  Have a wonderful rest of your day. 

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22000323
  
  I am rejecting this response because:

  I do no see a refund credited to my account. How long does this process typically take? 

  I do appreciate you handling this matter in a timely manner and allowing a refund. 

  Once I see the refund has been issued/credited. I will kindly accept future responses and close out this complaint. 

  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/11/2024

  Hello ****** and good morning! 

  I'm so sorry for the delay in receiving the refund as requested. We are currently " in season" which is one of our busiest times of the year, so our refund processing has been a little backed up. I have found the request for a refund on the permit exam and pushed it through, please allow 3-5 business days to see this reflect in your account. I have also emailed you're a refund receipt showing proof that the refund was submitted today.

  Thanks!