Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/19/2024

  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.

  I graduated from ********************************************** in August and received an email from ******* ***** who is the manager for the academy stating that my account has been closed and paid in full. At some point in the month following, the school tried to charge me an extra $1,000 after my account was closed and they couldn't explain why. When confronted with why I was being charged this, they sent me a fee sheet that had a $1,000 fee for a re-test. I explained that I have never retested for anything and all tests were passed first time. Rather than receive an explanation they insist that I owe the money without further explanation and have since tried to send me to collections. I have raised the concern to many managers there only to be sent the same sheet with the only $1,000 fee being a retest fee but again, explained to everyone I've never retested. They said I owe the money anyway even though on all my tests, I paid for them in full. The school has confirmed my account was closed and I was paid in full so sending me a random bill for $1,000 in an attempt to milk students after the fact is inappropriate. I have stated time and time again that if they would show me anything where I am obligated to pay it, I would but they just can't, or won't, provide that to **** have attached a copy of their fee policy that they keep sending to me over and over again when they request the $1,000 extra from me.

  Business Response

  Date: 12/09/2024

  
  RE: 2257832
  To the Better Business Bureau
  
  Thank you for your inquiry regarding Billing/Collection Issues for a customer. As documented in this letter, the customer is responsible for paying his remaining balance of $1,000. We understand flight training is an expensive endeavor, and we pride ourselves in being transparent in costs and being readily available to answer any questions customers may have. Thank you for this opportunity to respond to the concern.

  
  Prior to this being escalated to the BBB, we had multiple email conversations with the customer to resolve his concerns. This history is also documented for your review.

  
  At the end of each flight training course, students must take a checkride, which serves as the final examination for the course. The checkride must be successfully completed to earn the credential for the certificate or rating. At the end of the private pilot, the customer took his checkride with a Designated Practical Examiner (DPE). The cost for this was $1,000.While he completed his checkride on June 7, the $1,000 fee was not applied until June 13 because this is when his graduation processed by the Chief Flight Instructor. We were happy to see the customer continued his enrollment to complete the next course, Instrument Rating Add-On. This course required a checkride with an Airmen Certification Representative (***) rather than a DPE.

  
  The customer completed his instrument checkride with an Airman Certification Representative (***) check instructor on August 9, 2024. The charge for an *** is $1,000, which covers costs that include employment costs for the *** administrator, the training that must be provided to the check instructors, and the cost associate with preparing and filing the paperwork.  While the account statement on August 7 would have shown a $0 balance on the customers account, the charge for the *** checkride was not placed on the students account until he was officially graduated by our Chief Flight Instructor. This $1,000 charge was placed on the account on August 12, the date the Chief Flight Instructor generated the customers graduation certificate.

  
  As explained to the customer, his training agreement (attached), dated May 20, 2024, included the *** fee in the contracted price of $23,001 for Instrument Flight Lab. This agreement was signed by the customer.Additionally, the customer verified his enrollment in the course by signing it with his PIN on June 10, 2024.

  
  The history of these events is documented in our record-keeping software as follows:
  
  Date Action Performed By (for privacy, names redacted)
  8/12/24 at 2:46 PM Training Record generated Chief Flight Instructor
  8/12/24 at 2:46 PM Graduation Certificate generated Chief Flight Instructor
  8/12/24 at 2:46 PM Enrollment status changed from Pending Graduation to Graduated Chief Flight Instructor
  8/9/24 at 6:23 AM Enrollment status changed from Enrolled to Pending Graduation Check instructor
  6/10/24 at 7:31 AM Enrollment status changed from Pending Enrollment to Enrolled Student/Customer
  6/10/24 at 6:50 AM Enrollment Certificate generated Staff
  6/10/24 at 6:50 AM Enrollment created Staff
  
  In the customers signed training agreement, the estimated cost for his instrument rating was quoted at $23,001.  This cost is determined from the hourly rates in the Additional Charges Policy, as these reflect the rates that make up the contract value as well as the rates that one would be charged if they exceed the contract value.

  
  The contracted hourly rates as of the customers enrollment were as follows:
  Dual Instruction and Briefing:      $95 per hour
  Single Engine Aircraft Rental:     $240 per hour
  Simulator:                                    $125 per hour
  *** Fee:                                    $1,000 per exam

  
  The cost in the contract/training agreement is determined by taking the hourly rates and multiplying by the hours listed in the Training Course Outline, which is posted in the course that the customer enrolled in and signed electronically with his PIN. These hours were also provided to him via email.
  

  Instrument Rating

  
   Flight Instruction            Hours/ Rate per hour/Estimated Cost
   Dual                               65.0/ $95/ $   6,175.00
   Brief                               38.8/ $95/ $    ********
  
   Flight Equipment Hours             Hours/ Rate per hour/Estimated Cost
  Single Engine Aircraft                 34.9/  $240/  $    ********
  Multi Engine Aircraft                     -  /   $      /          -  
  Simulator                               30.1/  $125/ $    ********
  
  Practical (Flight) Exams         Exam count/Rate per exam/Estimated Cost
  *** Fee (Non-DPE Flight Tests)           1.0/$1000/$    ********
  FAA Flight Tests (DPE Tests)                  ---
  
  Course Hours/Total Estimated Cost 163.8/$ 23,001.40
  
  Per our refund policies, which are available at Pre-Enrollment Terms & Conditions and linked in the training agreement, the student is liable for any additional charges incurred prior to the date of termination in accordance with the Additional Charges Policy. He is responsible for paying the fee that he incurred prior to program completion even though it was not on his account at the time he finished his checkride.

  
  When the customer was contacted by our student finance team to pay the balance, he questioned the charge, and we provided him with the explanation and documentation on September 17, 18, 24, and 25 and again in November to verify the charges accuracy.

  
  We appreciate that flight training is an expensive endeavor,and we strive to be clear and transparent in explaining the costs. We believe we acted in good faith and did everything that could reasonably be expected to resolve the issue.

  
  Thank you, we hope this has resolved any questions, and we look forward to receiving the final payment from the customer.

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22578342
  
  I am rejecting this response because:

  The RE-TEST policy they have attached shows that the only time a $1,000 fee is payable in their 141 program is in the even to a re-test. I never re-tested as I passed all tests on the first attempt. They stated to me that they are considering it a re-test because on the day of my flight exam, their airplane failed and caused us to land due to a malfunction in the plane. This caused me to have to go back to the school, pay for another flight and more flight instruction time due to their equipment failing -- not my piloting skills. They not only made me pay these additinoal fees to re-test when really they should have covered it due to their malfunction but now they're also demanding $1,000 extra as a "penalty" for their plane failing.

  
  This is inappropriate and unprofessional and we have hired counsel to address this through all legal channels which is costing me WELL over $1,000 so this is not about the money. This is about doing what is right and when we do prevail and collect all of our attorney's fees, they will realize they have to abide by the legal terms of their contract with their students rather than charging a student $1,000 in penalties because I had to go back out and finish my test on a different day, in a different plane, at my expense.

  L3Harris needs has failed to provide me any documentation either directly or here through the BBB that shows why a $1,000 fee would be payable in the event of a plane failure. If they can do that, I will pay it and cancel my legal action but until then, we will continue to proceed with our fight.

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

  Business Response

  Date: 01/29/2025

  To Better Business Bureau,
  Thank you for your follow up inquiry regarding a rebuttal from the consumer. As documented in this letter, the customer is responsible for paying his remaining balance for the initial *** fee, but if the concern is with the additional flight instruction and aircraft rental due to plane failure,we are happy to look into that.  

  
  As explained and documented to the customer, the *** test fee is quoted in the price, which the customer agreed to when he enrolled in the course. The statement of his account shows the fee was only charged once for an *** fee (on August 12 for the August 9 attempt) and once for a DPE fee (on June 13 for his June 7 attempt).

  
  At the end of each flight training course, students must take a checkride, which serves as the final examination for the course. The checkride must be successfully completed to earn the credential for the certificate or rating. At the end of the private pilot, the customer took his checkride with a Designated Practical Examiner (DPE). The cost for this was $1,000.While he completed his checkride on June 7, the $1,000 fee was not applied until June 13 because this is when his graduation processed by the Chief Flight Instructor.

  
  The customer completed his instrument checkride with an Airman Certification Representative (***) check instructor on August 9, 2024. The charge for an *** is $1,000, which covers costs that include employment costs for the *** administrator, the training that must be provided to the check instructors, and the cost associate with preparing and filing the paperwork.  While the account statement on August 7 would have shown a $0 balance on the customers account, the charge for the *** checkride was not placed on the students account until he was officially graduated by our Chief Flight Instructor on August 12.

  
  Please note that the *** fee is different than the fee for aircraft rental and instructor time. The plane failure did require that the customer continue his checkride on a second date.  He was charged for the amount of time he used the plane and instructor and only that amount on August 8 and August 9. The total of these charges is $1,214.50 ($966 + $248.50).  

  
  The aircraft rental and instructor time is distinctly different than the *** fee. As explained above, the *** fee covers fees related to having self-examining authority.

  
  As explained to the customer, his training agreement (attached), dated May 20, 2024, included the flight time, instructor time, and *** fee in the contracted price of $23,001 for Instrument Flight Lab. This agreement was signed by the customer. Additionally, the consumer verified his enrollment in the course by signing it with his PIN on June 10, 2024.

  
  As a courtesy, if the customer is able to settle his account,we are willing to credit the consumer $248.50 for the amount of flight and instructor time he needed to finish the checkride on August 9 due to maintenance issue. This will leave his balance $751.50. 

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22578342
  
  I am rejecting this response because:

  You have, to this date, only disclosed the $1,000 fee is for a re-test which I never did. I had to continue the flight the next day because your plane died. You cant consider this a re-test as it was your plane that died. The only fee ever disclosed as being $1,000 was a re-test. Please send me any documentation that I agreed to pay $1,000 for anything other than a re-test. Its very simple if you can show me I agreed to pay $1,000, Ill do it. Its not about the money I just spent $1M on an airplane so the money isnt the problem; its the principle. Your paperwork only says the fee is due for a re-test and not an additional test. Please show me where I agreed I would pay $1,000. Ill pay immediately if it agreed to it thats all Im asking for. Just send it to me. It shouldnt be this difficult.

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

  Business Response

  Date: 02/17/2025

  As explained to the customer, his training agreement, dated May 20, 2024, included the *** fee in the contracted price of $23,001 for Instrument Flight Lab. This agreement was signed by the consumer. Additionally,the consumer verified his enrollment in the course by signing it with his PIN on June 10, 2024. By signing the enrollment with his PIN, he agreed to the contractual price of $23,001, which included the initial *** fee of $1000. This is not a retest fee, but the initial fee, which was included in the amount required to earn an instrument rating. 

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22578342
  
  I am rejecting this response because:

  This is false. They give an "estimated fees" for the course but they emphasize it is solely dependent on how each individual student progresses through the course. There is no "flat fee" so this is an absolute lie and can be easily proven during discovery which we intend to do when we file suit against L3 for their harassment and fraudulent fees. Students very often pay much more than the "estimated fee" and students who progress quickly, as I did, pay less. We contractually, via our PIN, authorize L3 to charge us the hourly rate for the plane plus the instructor time -- which I did paid ahead of time every single time. I always had a positive balance until the day I graduated and received an email that stated Congratulations, you have graduated. You have a zero balance. 

  When asked for something that showed the $1,000 fee, it was L3, not me, who said it was a re-test fee and provided me with the *** that I previously attached showing that the only $1,000 authorized by students is a re-test fee in the event of a re-test. 

  In addition to the $1,000 fee that I will not be paying, I am also requesting that L3 refund me for the time spent on the second half of my check ride since their plane malfunctioned during the first check ride causing us to have to do it again the next day. Not only did the plane we were flying malfunction, but the two that we tried to take out first, before the 3rd one we did end up flying in, also malfunctioned and couldn't even take off. L3 thinks that they can just bully people into paying fees regardless if they agreed to them or not and still, to this day, they cannot provide anything that shows a $1,000 fee other than the re-test fee.

  I ask again -- Show me where there is a $1,000 fee. Just show me. I'll pay it if you show me. Don't send me "estimated fees" as we all know that is based on the average student and ONLY has instructor and plane time listed. If you can prove me wrong and that I agreed to randomly pay you $1,000 IN ADDITION to the instructor time and plane time, no problem. I'll pay it. You just have refused (or don't have) any fee structure that includes a $1,000 fee. This should be VERY SIMPLY to show me where in the fee schedule that there is a $1,000 fee. I have looked time and time again and all I can see is the instructor hourly rate, plane hourly rate, and an estimated time to complete the course which gives the estimated fee. By your logic, you're saying if I graduated with much less time than other students, you could just arbitrarily charge me any fee you wanted because I was under the estimated? Then, if a student goes over, you surely don't give them a discount.

  Again, I'm asking for something very simple -- send me where there is a $1,000 fee. If you can do that, I can have the money to you same day. I'm not against paying something that I owe. I'm against being ripped off with junk fees I didn't agree to. Just show me, L3. Simple. 

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