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:07/08/2024

  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.

  The course was really expensive and touted to be a great investment. I have been in the accounting industry for over 10 years and I took the course for the formality of having a Bookkeeping Certificate by completing their courses. They were hacked or something a couple of weeks ago and they have told us multiple times that the problem is solved but we are still not able to access the site safely based on some bad malware that attaches to your computer when you use it. I dont even trust them to use the software and complete the course now because they keep saying its fixed and we are all still clearly having technical issues with the course. I am unable to complete this course and I keep getting the popup that says its unsafe. I have snapshots of my own popup warnings using the course and of the ******** page that shows multiple people still having issues including me. I feel I am owed some sort of credit at this point - I cannot complete the course I paid almost $2k for and they are not even apologetic when I address them, I have that email as well. To date we have not received any formal notification of the dangers of attempting to complete my course even though when I log in it says "Malicious Website Blocked." I purchased a business computer just prior to the class and this is the computer that I have to take to have repaired at computer repair shop so I can use it again. I also tried on my old ********* Surface and am having the same issue. I attached the communications on their FB page that clearly shows them admitting to it not working and also claiming its fixed while we are still not able to access the course. If paid so much to have access to a safe course that I can complete and that is not what I am getting. I no longer even value their certificate because this issue has dragged on for a couple of weeks now.

  

  Business Response

  Date: 07/09/2024

  As stated previously in our email response to you, we updated our students via timely email responses and posts in our private ******** network over the holiday weekend. We did our best to communicate the network issues in real time as we received them from our tech team. We have not heard of anyone who contracted a virus on their computer. If you provide us with a professional estimate detailing the issues that you incurred directly from bookkeepers.com, we would be happy to reimburse you.

  We became aware of the technical issue in the early evening of July 2nd. As our tech team worked diligently through the holiday weekend we were back up and running on July 7th (5 days), not weeks as stated in your complaint.

  We have attached documentation of your progress in the course since you purchased in November of 2023. The last effort shown is in December of 2023. While we understand your frustration with the downtime caused by this attack on our system, we do not show that it has prevented you from completing your coursework. 

  We have offered to reimburse you for the repair of your computer if you provide us with a professional estimate detailing problems caused directly from bookkeepers.com.

  We pride ourselves on providing great customer service and communication and we value our community of students and graduates. 

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21959145
  
  I am rejecting this response because: In my email to you, I told you that I was full time student when I purchased the course in November, while working full-time, and provided you with the degree I just earned in May. In addition, please show me where you sent me an email ever telling me that the site was corrupted. I have zero emails from Bookkeeper Launch regarding this issue. None. I have emails for the weekly Friday Roundup but nothing on your corrupted website.

  This has been dragging on for some time, I hoped it would not prevent me from completing the course but when I attempt to resume the course, I get the popup everyone else has been reporting to you "Malicious Website Blocked" when attempting to go to the site and complete my course. I do not trust your site after you repeatedly told everyone via ******** that its fixed multiple times when it's still not fixed to this day. My snapshots show that ***** just reported it as not working yesterday on ******** and no updates on the fix since. And I still have no emails on this subject.

  I purchased this course to access a safe and reputable course and today I still have no access. I no longer trust Bookkeeper Launch or your website/course. This is a fraud. You are all shady for not informing anyone except via ******** posts and only because students reported it on ********. 

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

  

  Business Response

  Date: 07/10/2024

  Please allow me to clarify. We were communicating via email by responding to inquiries we received. Not everyone was affected so we felt it best to communicate the network issues by posting in real time within the ************** as we received information from our tech team.
  
  We truly understand that these issues are frustrating and concerning. Our entire team was called in over the holiday to work on repairing and communicating to our students. We care about our community and did our best to make sure all sites were secured as quickly as possible.
  
  We have implemented a captcha box on the login page to help prevent this from happening in the future.
  
  We became aware of the technical issue in the early evening of July 2nd. Our tech team worked diligently through the holiday weekend and we have been back up and running smoothly since July 7th.
  
  In our previous email conversations you had asked to be refunded for the course and I had informed you that you are beyond the 30 day guarantee as you purchased the course in November of 2023. 
  
  However,  you also stated that you feel you are having computer issues directly related to this instance and we have offered to reimburse you for the repair of your computer if you provide us with a professional estimate detailing any problems caused directly from bookkeepers.com.

  *Please note that the issue with our sites was not one that should have affected users computers and we have not received any correspondance from any other students stating that their computers were affected. 

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21959145
  
  I am rejecting this response because: What your team went through - working on the holiday and weekend - which I do not even believe is true because I did not receive a response until the Monday, is really not impressive to me. 

  You stated you emailed everyone to notify them of the corrupted website. I asked for you to provide a copy of the email here because I did not t receive it. The only reason I knew the site was corrupted is because it was not working for me, and I checked ******** to see if anyone else was experiencing the same.

  I did not receive any communication from BL about the corrupted website. As of yesterday, the website was reportedly still not working. However, I no longer trust BL and its website based on the, at least 3 times that we were told that the corrupted website was fixed and not notifying the students is irresponsible and shady.

  Then you claim you have good customer service. Attached is your email response to my complaint about the corrupted website. My email to prosper regarding your corrupted website did not even prompt an apology from you. Being rude in your response to my complaint and not even apologizing just shows that you really do not care about my experience. 

  I feel I should be due some sort of refund for the website failure when I cannot even access the course. I can access other courses right now but the course I paid for does not work.

  Just how long am I supposed to go on accepting the failure of the corrupted website?

  I paid $1800 for a course that I cannot access and horrible customer service. Thats a lot of money, especially for this mess. 

  What would have been impressive was a simple email that stated something your website was corrupted and then a prompt fix.

  Instead, it was like you were keeping it a secret, allowing students to continue to attempt to use the site while putting our own equipment at risk. Telling us it was fixed multiple times when it really was not. Not even apologizing but stating you value the students and give good customer service. That was my experience. 

   

   

   

   

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