Complaints
Customer Complaints Summary
- 16 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/13/2024
Type:Service or Repair IssuesStatus: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.
Someone is working within this company and fraudlently using my information for employment. I've received documents from Vanguard stating that my retirement account is set up with McKissock 401k plan. I have never worked with this company. I reached out to get this rectified and nothing has happened. It's obvious that they do not do background checks on their employees or they would know that I do not work for them. I've had to take the necessary meaures to protect my information, as well as filed a complaint with the social security administration, the states attorney office, the FTC, and file a police report for record. I'm also coming here to protect others who may be a victim of fraud with the company.Business Response
Date: 06/20/2024
We have investigated the concern you brought to our attention and found the following information from our HR team. As a former employee through TRC, you had a 401k plan set up that was merged into Colibri’s 401k plan following the company's acquisition. Vanguard, as the handler of the account, notified you of this transition following Colibri acquiring TRC. If you did not receive any notices, it would be best to reach out to Vanguard and they will be best to direct you on next steps.Initial Complaint
Date:03/16/2024
Type:Product IssuesStatus: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 called to return a purchase of CE classes. They stated they would refund them then never issued the refund.Business Response
Date: 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
Date:02/25/2024
Type:Service or Repair IssuesStatus: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.
[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,
******* *****Business Response
Date: 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.Initial Complaint
Date:01/22/2024
Type:Service or Repair IssuesStatus: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 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
Date: 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
Date:01/16/2024
Type:Customer Service IssuesStatus: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 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
Date: 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
Date:12/06/2023
Type:Customer Service IssuesStatus: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 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
Date: 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
Date:11/29/2023
Type:Service or Repair IssuesStatus: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.
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.
******* ******
*********************
************
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
Date: 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.Business Response
Date: 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 Answer
Date: 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
Date:10/24/2023
Type:Product IssuesStatus: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.
[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,
*** ******Business Response
Date: 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.
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