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:03/04/2024

  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 activated my **** **** & Health course on February 7th, 2024. I scheduled my exam for March 2nd, 2024. I completed my course on March 1st, 2024. I was unable to obtain my certificate of completion prior to my exam. I am requesting a refund of my exam fees since I was unable to sit for my exam without the certificate of completion from ExamFX. My exam fees that I am requesting back were $57.40.

  Business Response

  Date: 03/04/2024

  In review of ******** ** course I have the following response.  ******* passed the required Exam in the course on 3/1/24.  ****** failed to email the required paperwork into our Certificates team. ExamFX provides course completion information inside the course. In that document is the following information:  

  Score 70% or better on the Practice Exam (Exam Mode) and complete and email the Registration
  form and the Affidavit form immediately to **********************@examfx.com.

  Certificates of Completion are processed in the order received. ExamFX makes every attempt to
  process certificates within 2 business days. ExamFX reports prelicensing education completions to the
  state, also usually within 2 business days.

  ******* called on 3/2 and was informed the forms had not been sent in yet.  We explained we need the forms and then processing is 2 business days and we offer an expedited cert processing pending receipt of the required paperwork.

  At the time of this response ExamFX has not received the required forms.  ExamFX has communicated the requirements in the course and is not liable for the missed exam.  We do want to help ******* where we can and will be reaching out to him directly to find a solution.
  

  Customer Answer

  Date: 03/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I submitted the affidavit on 3/1/2024 and have attached proof. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 03/05/2024

  We apologize that ******* was unable to take the state exam on 3/2. ******* passed the required exam on 3/1 and did email the required forms to our certification team on 3/1 at 8:41 PM Well after our offices were closed.  ExamFX communicates in the course that processing time is within 2 business days of meeting requirements and submission of complete and accurate forms.  *******'s certificates were issued on Monday 3/4 which is within 1 business day after meeting requirements.  We are sorry ******* has to reschedule but is no fault of ExamFX. Certificate processing times are listed in the course completion requirements. See below

  Certificates of Completion are processed in the order received. ExamFX makes every attempt to process certificates within 2 business days. ExamFX reports prelicensing education completions to the state, also usually within 2 business days.
  

  Customer Answer

  Date: 03/06/2024

  
  
  Complaint: ********
   
  
  I am rejecting this response.
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:02/12/2024

  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.

  I purchased a course to get my license in insurance from Exam FX for $160. They are telling me today that I am not eligible for a refund despite me still being within the time frame to receive a refund. I purchased it February 9th and today is the 12th. Their refund policy is I have to return it within 48 hours or by the close of the next business day which would be today. And I messaged them at 2:35 this morning about a refund but they are telling me I never sent in anything. I have the proof attached below.

  Business Response

  Date: 02/12/2024

  ******* purchased an online self paced course on 12/9/24. ExamFX refund policy is presented at time of purchase and included in receipt emailed to customer. ********* course is not eligible for a refund based on 4.5 hrs of course usage.  
  
  ExamFX refund policy is:

  In order to be eligible for a refund the following conditions apply:
  Customer has spent less than 1 hour within the course - ******* has 4.5 hrs of usage.
  Customer has not accessed any exams
  Customer has not earned a certificate of completion (if applicable to product purchased)
  All physical materials must be returned to ExamFX in original, unused condition
  Returns must be postmarked within 10 calendar days of the refund request date
  Refunds will not be granted for failure to complete study materials or failure to attend lecture(s) when purchased. Access to online study materials will be terminated upon refund approval.
  Course extensions, digital add-on products and in-course purchases are non-refundable.
  
  Our Support Team has been in communication with ******* and explained the reason why a refund is not eligible.  ******* agreed to the refund policy as part of making the purchase. 

  Business Response

  Date: 02/13/2024

  We understand the perspective of *******. In review of her progress report she did user the course for over 4.5 hours. ******* also ordered printed study tools which were delivered Monday 2/12/24 at 2;38 pm.  Tacking information may be found here - *************************************************************************************

  ExamFX sells digital online self paced courses. Our Refund policy is inline with online providers both in and out of our industry.  ExamFX has reviewed and the account did not meet eligibility requirements so is not eligible for a refund.

  Customer Answer

  Date: 02/13/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have the notecards in the original condition I have not opened them they are still sealed regardless.
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:12/11/2023

  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.

  Website did not come with instructions and my course is about to expire and today I discovered the other half. How am I supposed to know that the title was a drop down menu? Both classes talk about health and life insurance, so I thought they were combined not separate!! I paid you too much as is, you should have told me!!!!

  Business Response

  Date: 12/12/2023

  Kaydee Purchases an online Self  paced course on 10/13/23.  She did purchase a Life and Health course. Once inside the course it is divided into a Life Section and Health Section. This is evident in the image provided.  The course is designed this way because this is how the state exam is administered. The Life and Health exams are done separately. The course shows Arkansas Life, and once toggled to Health will show Arkansas Health.

  See Images provided.   Customer has also completed the course and all certificates have been issued in the course. 

   

  ExamFX Courses come with 60 days of access. Should a user require or want additional time, they have the choice to purchase an extension.  

• Initial Complaint

  Date:09/21/2023

  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.

  Date of transaction; within 24hours of registration I moved forward opting for a refund the next day. The decision based on sleeping on it overnight and choosing an alternative route for my focus is a natural occurance many customers encounter and logical grounds for requesting a refund. Except ExamFx is unreasonably restrictive to refund exercising a policy that states if having spent more than an hour in the course a refund is rejected. How else can I determine it is not a good fit after all, had I some time (~4 hours) slept on it then deciding upon a new day within 24 hours that it is not what I want to pursue. I strongly suggest that ExamFx reconsider this policy as it is unfairly cornering customers. I understand that the insurance industry is experiencing an official crisis with binding restrictions but ought not be at the expense of customers and/or students.

  Business Response

  Date: 10/03/2023

  ExamFX Refund Policy is presented at time of purchase and included in receipt emailed post purchase. ExamFX products are digital in nature and immediately available to the customer.

  ExamFX Refund policy is presented below

  Customers may request a refund (less shipping) within 48 hours or the close of the next business day*, whichever is longer. Customers may request a refund by contacting ExamFX at 800-586-2253 or by completing this form.
  In order to be eligible for a refund the all following conditions apply:
  Customer has spent less than 1 hour within the course
  Customer has not accessed any exams
  Customer has not earned a certificate of completion (if applicable to product purchased)
  

  All physical materials must be returned to ExamFX in original, unused condition
  Returns must be postmarked within 10 calendar days of the refund request date
  

  Refunds will not be granted for failure to complete study materials or failure to attend lecture(s) when purchased. Access to online study materials will be terminated upon refund approval.
  

  Course extensions, digital add-on products and in-course purchases are non-refundable.
  
  User purchased course and did not meet refund eligibility. We are happy to review if the user will provide specific user information to search our customer transactions.

• Initial Complaint

  Date:07/21/2023

  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.

  My company contracted with ExamFx to provide a preparatory program for one of our employees seeking to pass the Series 65 Securities Exam. As the program grows towards its end, its important to schedule the exam and for the employee to have the best chances of passing this exam, which means they will have access to the materials right up to the time of the test. We have scheduled the exam based on information provided us stating that the employee's access to the materials will expire on July 30, 2023. Today the employee was told that her access would end on the July 27. I contacted the company and despite seeking resolution with a supervisor, the company insists that they are unable to fulfill the written statement. This represents a material breech of goodwill minimally, and perhaps represents a civil legal matter. When a company will not satisfy their own printed words, they are a company that should not be relied on and certainly not patronized.

  Business Response

  Date: 07/24/2023

  ***** ******** purchased an online self paced course from ExamFX on 7/28/22.  ExamFX Terms and Conditions must be agreed to by user in order to complete the purchase.  ExamFX courses are only valid for 1 year from date of purchase.
  This is included in our Terms and Conditions. Please see excerpt and link to
  ExamFX terms and conditions below.
  
  *******************************************

  ExamFX products have different course access periods, but some allow for the purchase of extension periods. Your access to a product will terminate when the course period expires or, if you purchase an extension, when the extension expires. Under no circumstance will your access period, even with the purchase of extensions, exceed one year. Notwithstanding the foregoing, ExamFX reserves the right to terminate access to a course or product early if such course/product is being discontinued (removed from ExamFX’s course/product offerings list). Unless the discontinuance of the course is required to address legal or regulatory mandates, ExamFX shall provide 30 day advance notice by email or posting within the course/product, or, if less than 30 days, as soon as known. You are solely responsible for completing such course/product before the notice period expires.

  ExamFX is operating with in the posted terms and conditions. user will need to purchase a new course after 2/27/23. The average customer completes the course in 3-6 months and  ExamFX provides up to a year for our customers to use with paid extensions beyond the original access period of 90 days.

   

   

   

  Customer Answer

  Date: 07/24/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
  
  ********** ********
  
  
  
  I am rejecting this response because:

  Information listed in the "fine print" you provided a year ago is inconsistent with information you provide every time Diana or I log into your system. If you tell someone every day that they have access until a certain date, it is not reasonable for them to believe that they actually have access only until an earlier date because of something you told them a year ago. You are responsible for the things you put in print and it is not our fault that your organization was negligent with regard to publishing information regularly to a paying customer that is inconsistent with your policy. 
  
  
  
  Regards,
  
  
  
  **** ********

  Business Response

  Date: 07/24/2023

  Hello

   

  We apologize for nay confusion. The Terms and Conditions apply in this scenario. We physically can not adjust the date as the course will automatically be archived on the 1 year date. I have refunded the last extension paid on 6/28/23.  Depending on your bank, funds will be available within 1-3 business days.

  Customer Answer

  Date: 07/24/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  ****** ******** *******
  
  * **** ******** *** ******** **** ** *** ******** ** ********* ** ********* ** ********* *** find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  **** ********

• Initial Complaint

  Date:06/08/2023

  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.

  On 12/01/19 ****** ******* product ******* **** ***** ******* ******** * ********  $149.95. I never used the program. On 1/22/20, I got a reminder email that I had purchased the program and it was about to expire. On 1/23/20, I required an extension and I received a renewal extension email for 30 days $34.95 or 60 days $59.95. O. 1/27/20, 8/29/22, the email my extension was expiring soon. I have been homeless for over 2 years. I reset my password on 8/30/22 and 6/8/23, and chatted with a staffer, who implied that she couldn't reset my account.

  Business Response

  Date: 06/09/2023

  ExamFX courses are valid for 1 year from date of purchase.
  This is included in our Terms and Conditions. Please see excerpt and link to
  ExamFX terms and conditions below:
  
  *******************************************
  
  ExamFX products have different course access periods, but some allow for the purchase of extension periods. Your access to a product will terminate when the course period expires or, if you purchase an extension, when the extension expires. Under no circumstance will your access period, even with the purchase of extensions, exceed one year. Notwithstanding the foregoing, ExamFX reserves the right to terminate access to a course or product early if such course/product is being discontinued (removed from ExamFX’s course/product offerings list). Unless the discontinuance of the course is required to address legal or regulatory mandates, ExamFX shall provide 30 day advance notice by email or posting within the course/product, or, if less than 30 days, as soon as known. You are solely responsible for completing such course/product before the notice period expires.
  
  At this time user will need to purchase a new course. This was communicated to the user when she contacts ExamFX. 

• Initial Complaint

  Date:01/05/2023

  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.

  When I began to take the exmafx course I noticed that some of their information was incorrect. I figured this out because I wanted to make sure that I understood the information being taught so after a few hours of studying i went to a different company’s website to take a practice test, when I had completed the test, I had noticed that there were a few questions that I had gotten wrong that I had seen on examfx course that would state otherwise. So, I went back to examfx and saw that what I had put was indeed correct but that meant that one of the sights was wrong, so I began to do more research and found that there were other sources that were saying that examfx was incorrect, so I had stopped using the course and decided I wanted to cancel the course. So I looked up how to cancel the course and get a refund where I had then found the terms for a refund I had met all the terms except they said that if the sight is used for over an hour the refund will not be issued however I decided to call because I figured since the website was delivering incorrect information on the course, that would be reason enough to give a refund for someone who had purchased the course for less than a day. However, I was told to take my issue to the escalation team. But the escalation team had responded that even if their information was incorrect, they believed that they had enough correct information on the course to allow me to pass my test and would not issue me a refund or even a partial refund.

  Business Response

  Date: 01/06/2023

  ***** purchased
  a Series 65 course on 7/30/22.  A refund
  was requested on 8/3/22. The course had 20+ hours at the time and refund was requested
  outside the refund eligibility window. Our Refund policy is presented at the
  time of purchase and included in receipt emailed to customers.  ***** was informed the course was not eligible
  for a refund due to the amount of usage.  Our refund policy can be found at this link ExamFX- ************************************

  In response
  to comments on different information in our course vs our competitors. ExamFX cannot
  comment on the accuracy of our competitors’ information but are confident in
  our course material. ExamFX is a publisher of Online Self-Paced Courses for
  individuals pursuing insurance and security licenses.  We are so confident in our material we offer
  a Pass Guarantee.  If users complete our
  course successfully, we Guarantee they will pass their licensing exam or we will
  refund the course fee. See the Pass Guarantee at this link. ***********************************************
  
  ***** is not
  eligible for a refund, but we are happy to work with ***** to pursue the Series
  65 license. Please have ***** reach out to our Customer Support Manager for
  options to continue using the course.

  Customer Answer

  Date: 01/16/2023

  [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 as Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response because:
  Of the companies dishonorable business practice and want only a refund to settle the issue. I have no desire to pursue using the companies courses now or in the future.
  
  Regards,
  
  ***** ****

  Business Response

  Date: 01/18/2023

  We are sorry to hear ***** is not happy with our decision, but we stand behind our prior response.  We have executed our refund policy as posted and agreed to by ***** by making the purchase. There is no further escalation path.