ComplaintsforMcKissock LP

• Initial Complaint

  03/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called to return a purchase of CE classes. They stated they would refund them then never issued the refund.

  Business response

  03/27/2024

  Upon receiving Complaint, we pulled up the student's profile to confirm refund interaction. A refund was started March 7th, 2024, but this was not completed on that day.  
  
  Resolution Taken 
  I attempted to contact the student via phone call, however, I was not able to connect with them. I sent a follow-up email asking the best contact number and time I could call. The student emailed back that they would call our support line to get it resolved. On March 20, 2024, the student called in and a full refund of $359.00 was processed. 

• Initial Complaint

  02/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was charged $774 this morning with zero notification. Their 2-year membership program is predatory in nature. It auto-renews with no warning beforehand and no notification afterwards that they've just charged you almost a thousand dollars without your knowledge. There is no option on their website to cancel your membership or the auto-renew. You have 30 days to be lucky enough to notice that they charged you to call in for a refund. Then when you call you have to give an agent your card number, expiration date, billing address, and security code to process a refund??? What is going on with this company. I am requesting a full refund.

  Business response

  03/05/2024

  The student reached out to McKissock Customer Service on February 25th, 2024, regarding a $774.00 charge. The original purchase was made on February 25th, 2022, which was for an automatic renewing membership charged once every two years. 
  
  Resolution Taken 
  We called and spoke with the student confirming the refund has been processed in full and sent an email with the confirmation information.

  Customer response

  03/05/2024

  [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

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I completed a course on January 12, 2024. I was unable to retrieve the certificate which is required to renew a Texas State real estate appraiser certification. I made numerous phone calls to customer service and was told there was an error on their end and that IT was working on it. I was told by each customer service rep a supervisor would contact me via phone; however, no one ever called me. I explained I have 1 more week to provide this to the State of Texas but they seem unconcerned. Customer Service reps just go through the motion and are of no assistance.

  Business response

  02/07/2024

  The student reached out to McKissock on January 17th, 2024, regarding an error accessing the completion certificate for one of their courses needed for license renewal. Our Customer Service Representative investigated the issue and attempted to resolve it. 
  
  Resolution Taken 
  Upon discovering they were not able to resolve, the Customer Service Representative then opened a ticket with the IT team. During this time a representative of the leadership team was in contact with the student advising them of the status. A refund was issued to the student for the amount paid for the course, which was $235.00. Since the issuance of the refund, IT has resolved the technical issue causing the delay in receipt of the certificate.  

• Initial Complaint

  01/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I took a continuing education class to keep my appraiser license for the state of Georgia. I contacted McKissock to find out why the hours had not been reported to the state of Georgia and no one ever responded.

  Business response

  01/22/2024

  We reviewed the student's profile to ensure successful reporting of the requested certificate. The reason for the delay in reporting was driven by the holiday on January 15th, 2024.  
  
  Resolution Taken 
  The course completed was successfully reported January 16th, 2024 once we re-opened from the holiday.  The student called into our Customer Service and was provided this update on the 16th and 17th of January.  

• Initial Complaint

  12/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My class Basic Appraisal Procedures that I finished last week and have proof was deleted by the customer support class. My request to speak to someone with more authority outside customer support was denied. The supervisor of customer support Misty has not returned my call after I retuned her call and left a message with her voice mail and personnel. My email complaint was given a number ********** and no solution. The chat line personnel said something about forgetting to delete the same class so an updated class could populate into my course classes. I also asked to speak to a manager of the technical department. I believe most web base software and classes automatically populate updates and wondered if we could investigate that possibility. Ben again said no as did other customer service personnel Kara L******** This is leaves me wondering if the next class will be deleted again after I finish it. There appears to be no oversight and no accountability once classes are paid for. I am requesting that class show completed. If additional updated material is required then send me the updated material and test me on it. I do want to retake this class. If my request is denied then refund the entire amount paid for the trainee basic package immediately!

  Business response

  12/07/2023

  After reviewing the account, we found an incorrect extension was provided to a course that had expired in early 2023. The student called-in to take the proctored exam on the expired course but was informed by 3 of our Customer Service Representatives that we could not allow a proctored exam to be taken on an expired course.  
  
  Resolution Taken 
  We reached out, spoke with the student directly, and ensured she was re-enrolled in the new course as we updated it with new material in 2023. We walked the student through how to access the new material and the time frame to complete the course and proctored exam. The student understood this information and will begin the course at her discretion.  

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ive been a multi-state customer of McKissock for 15+ years and enjoyed their service. I've been enrolled in the "all inclusive" real estate continuing education plan for several years, which I enjoy. However, this year McKissock failed to get their 2023 mandatory core course approved for Louisiana. Now, the deadline for completion of the course is only 30-days away. I will be forced to pay a competing education provider to complete my coursework to fulfill my license requirements for that state. I sense that there are many changes occurring at the company based on my interaction with their customer service desk (which used to be outstanding, but now is average at best). I asked a few different agents what caused the failure on the Louisiana course so I could make a personal determination if I should continue to renew my all-inclusive plan or switch to the CE Shop. No one could answer. I asked them to have someone from the appropriate department contact me, which they said they would. That never occurred. This is why I need BBB's help - to elicit a response. Im unclear if the company has the willingness or the capacity to maintain their coursework inventory for the states they have traditionally covered or if they are reducing their offerings to cut costs. Being transparent with long-time, all-inclusive customers is the honorable thing to do.

  Business response

  12/06/2023

  Thank you for bringing this matter to our attention. We apologize for the inconvenience and frustration this has caused in your Real Estate Continuing Education journey. After review, we found an error in the offering of the 2023 LA RECE Mandatory course. Due to regulatory requirements, this course will not be ready for review by the end of 2023. 
  
  Resolution Taken  
  As part of our commitment to providing students with the education necessary to succeed in their career, we have created an exclusive partnership with the Bob Brooks School of Real Estate, which will allow students secure access to the 2023 LA RECE Mandatory course, free of charge. Also, we want to extend your Multi-state Membership for another year at no cost. We understand that time is of the essence and hope this resolution will help ease the burden of our error. We will be following up with an email regarding the free 2023 LA RECE Mandatory class and how to access this online in the next 24 hours.  

  Customer response

  12/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  

   

  Thanks for the reply.
  
  For the prior 10+ years the course had been offered under McKissock when I purchased my all-inclusive subscription.  I was forced to spend $100+ to go outside of McKissock to fulfill my MCE for Louisiana as a result of this error.
  
  I respectfully request that they grant a $100 credit against the renewal of my next year’s subscription as a show of goodwill.   
  
   
  ******* ******
  
  *********************
  
  ************

   

   

   

  Business response

  12/11/2023

  As we are committed to providing students with the education necessary to succeed in their careers, we have partnered with a local Louisiana Real Estate school to provide you with the 2023 LREC Mandatory course, free of charge. We have also extended your Multistate Membership for the year 2024. You have received all the necessary information via email to access this free class if you choose. We have also been corresponding via email to be sure you received everything and we did receive confirmation on this. Thank you very much for your patience in this matter and we wish you the best in your Real Estate journey. 

  Customer response

  12/11/2023

  [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

  10/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  McKissock utilizes a predatory autorenewal process. When purchasing courses users are automatically subscribed and charged yearly. I did not consent to my payment information being saved. The last course I took was in Nov. 2020. I have been charged 3 times (Oct 2021, Oct 2022, Oct 2023) without accessing any of the courses available. I am seeking a refund for the 2021 and 2022 charges. McKissock did refund the 2023 payment.

  Business response

  10/30/2023

  After reviewing the student’s account, the student enrolled in the annual renewal CE membership back on 10/24/2020. Students are informed of the auto-renewal feature when selecting the membership, but also this information is presented at checkout. We did confirm that there were 3 successful auto-renewals after the initial enrollment. 
  
  Resolution Taken 
  We have contacted the student and refunded all 3 payments that were processed during this time. We have also shut off the future auto-renewal membership for this student. We apologize for any inconvenience this may have caused.

  Customer response

  10/31/2023

  [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

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They auto renewed a purchase made a year ago. I was never notified it was going to auto renew, I was never given an option on any account page to stop it, there is no online notification that it will auto renew, there is no mention on the account in any place that it is auto renew. There is no option to cancel it before hand. THIS is not just me saying it. I called in after my bank was charged and I paid an overdraft fee on an empty account. I called and I asked. Did you send any notice? No. Did you have a spot on my account to notify me when I log in? NO, Are there any options online to cancel? No, Is there anything, anywhere that would have given a reasonable person any notice that this was going to happen? To his credit they said NO. This is a business that SELLS training in BUSINESS ETHICS FOR REAL ESTATE and they openly admit that they take money without approval and make no effort to inform you of what is about to happen. Is it legal? Maybe, but I am going to look. Is it ethical? NO. Is it poor business/ YES. I would like a formal letter from them to send to the bank that they did this, it was not me and I had no notification it was coming and second, I want them to refund the $35 I paid in overdraft fees because of their unprofessional behavior. They can do it, or I can go to the bank, the FTC, and more NOTE TO MCKISSICK. YOU MAY WANT TO READ THE PUBLICLY AVAILABLE INFORMATION ON THE FTC WEBSITE copied and pasted from https://consumer.ftc.gov/articles/getting-and-out-free-trials-auto-renewals-and-negative-option-subscriptions Here are three things to keep in mind about auto-renewals: 1. Before a company can auto-renew your subscription, it has to send you a renewal notice. This isn’t a bill or an invoice, so it shouldn’t ask for your credit card information. A renewal notice is simply a reminder about when your subscription expires and that you’ll be automatically charged when it does. AS PER THE FTC YOU MUST SEND A RENEWAL NOTICE.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Mckissock.com provides real estate appraisal education classes. I purchased 8 classes in December of 2019 to qualify for a Michigan appraisal license. This month Mckissock.com canceled 2 of my classes and is forcing me to buy them again in order to complete my education. I would like to finish the classes I already paid for without having to buy them again.

  Business response

  03/22/2023

  On 12/11/2019, *********** purchased our Certified General Appraiser course package which included eight courses. Of the eight courses, six were completed while two courses expired due to not being complete within 6-months of opening the course(s). Course 1 expired 6/11/2020 while Course 2 expired 5/5/2022. On March 7th, 2023, the prior version of our courses (the version *********** had enrolled in) was removed from our system for all students. This was part of our approval process for our updated courses.  
  
  Our course expiration policy from our website is listed below:  
  Your courses will each expire six (6) months from the date it is first opened.  If you purchased your courses in a package, then each course will expire (6) months from the date the course was opened. 
  If you are unable to complete a course within the six-month timeframe, you may purchase a courses extension in order to complete that course and not lose your progress or have to start over.  You will have 30 days to purchase an extension from the date your course expires: 

  Course extension options are as follows: 
  30 days for $50 
  
  Courses must be completed within 2 years from the date of enrollment.  You may purchase as many 30 days extensions as you need to complete your courses through the 2-year mark. 
  
  **If a course approval is expiring with the state before that six months is up, all students enrolled in that course will be notified via email of the date by which the course must be completed in order to receive credit. 
  
  
  Resolution Taken 
  On March 20th, 2023, *********** contacted our Customer Service line and was offered a discounted re-enrollment for the two remaining courses that had expired prior to the March 7th date. However, this offer was refused. We have since again reached out via email with this offer for the two expired courses.

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a continuing education package, which included a state required USPAP course. Probably waited too long for the enlistment for the year, however money concerns were in my way. Completed and passed all three courses. Received a certificate for two of the three promptly as I have in the many years passed with McKissock. At the completion of mastering the demanded courses and "mastering" the USPAP courses and tests I received an unfamiliar not at the end stating I needed to complete 2 additional requirements that could not be found anywhere. "Course Summary This concludes the course materials. You will still need to complete the post-course assessment as well as the course evaluation form in order to receive credit for the course. Additionally, there may be other state-specific requirements you may need to complete. You will be directed to complete any and all such items by the course learning management system. We hope you came away from this course with knowledge of the changes that were made to the USPAP publication for 2020-21, as well as a deeper understanding of the application of USPAP to real-life appraisal situations. Thank you for attending! End of Page" Contacted a McKissock representative and a week later I still don't have my certificate and there reply is it is an IT error. I have requested to speak to a supervising administrator and have been refused. Extremely frustrated and loosing work and money waiting on resolving the issue. Very poorly handled and the arrogance of the representatives is very disenchanting.

  Business response

  12/13/2022

  On November 30, 2022, ******* called to report an issue with the USPAP course. A ticket was submitted to our IT Team to investigate the issue and resolve it as quickly as possible. Throughout the following week, ******* reached out multiple times via phone and each agent advised him that IT was working on a resolution. 
  
  We reached out to ******* and had a conversation on December 09, 2022. The manager explained the technical issue preventing progress toward receiving his certificate of completion. Due to the situation preventing progress with the USPAP course, we re-added the course to allow ******* to complete and receive his last certificate. We also provided the student with 50 hours of coursework to upgrade his state license. 

*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. ↩