ComplaintsforMcKissock LP

• Initial Complaint

  10/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was enrolled in a subscription service and I did not consent to this. It was an auto-enroll feature and it happened in 2018 when I was last having an active real estate license. I inactivated my license and then in 2020 I reactivated it. When I did so I needed to obtain 24 hours of CE and I decided to pay McKissock the $120 for the unlimited CE. However, they decided to back charge me until 2018 for a continuing membership that I did not use and did not authorise to continue. This is a deceptive practice and it needs to stop. I was never notified that my course membership was going to renew...I was never emailed that they were trying to charge me...I never was contacted saying my account payment method needed to be updated because of upcoming charges... Instead when I bought the unlimted subscription it just charged me for the four previous years even though those years were long since past. and I never opened the website since 2018. This is absolutely incredibly foul. I spent 20 minutes going through the process on customer service to get my money back but this is 20 minutes wasted. This type of mechanism should not exist. Don't auto-enroll people and auto-bill them. Let them decide if THEY want to be enrolled in an auto-billing membership. Then send out at least 3 warning emails 1 month, 1 week, and 1 day prior that they are going to be billed. Be scrupulous.

  Business response

  10/20/2022

  As stated by *** ****** a membership product was purchased initially on 10/20/2017 for
  $119.00. This product is set to auto-renew on a yearly basis unless canceled by the student.
  Due to what looks like a system error, there was never a payment processed from 2018-Oct
  2022. On 10/16/2022, *** ***** made a purchase on our website which then incorrectly
  charged him for the auto-renewals from previous years that were not ever charged.

  
  *** ***** chatted with customer service for McKissock on 10/18/2022 to advise of the multiple
  charge error. He was refunded $490.00 for the erroneous charges immediately upon calling in
  with his card information.

  Customer response

  10/20/2022

  [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 accurate and satisfactory to me. 

  I would only add that the business needs to resolve this computer glitch so that it does not affect future customers. 
  
  Regards,
  
  ***** *****

   

   

• Initial Complaint

  09/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 2017 I initially enrolled with McKissock Learning for Appraisal studies. On 8/26/2019 I purchased the remaining courses and paid in advance $1,296 AFTER I VERIFIED with a representative named Mike, that this package has no expiration date, unlike other packages that were cheaper and had to be completed by a certain timeframe. Time has passed, I completed 1 course and started another one which I di not complete. COVID happened later on and I knew I can go back to my studies when I am ready. All these years I kept receiving promotion emails from McKissock on a regular basis and today 9/6/22 I logged back in, in order to complete my studies, but found out that my courses, all of them, were archived. When I called McKissock I was told by Ben from the qualifying education Dep. that back on 2020 they changed their policy and set a 2 years limit to all their online courses. When I asked why no one informed me of it, Ben said that I should have contacted them.... I replayed that the same way they knew my email address to send me promotions, they could have sent me an email stating that they changed their policy, because I cannot guess that something had changed in their policy. As of now, they confirmed that I threw away $1,296. They ripped me off and had no decency to update me on their policy change. Right after a pandemic changed millions of peoples' lives, McKissock had decided that they are limiting their courses, changing their policy and not even bothering to let their customers know about it. And these are online studies we are talking about here, not a teacher who is standing in front of a class... I am asking either a refund or an access to the courses I paid good money for.

  Business response

  09/07/2022

  I have thoroughly investigated this incident. The following paragraph is the details of what I discovered. 
  
  Discovery Summary: On 8/26/2019 ****** ***** bought CA Appraisal Qualifying Education needed to obtain a license in the state. Upon review of the account, there were 8 courses that ****** was enrolled in, since that date one 4-hour course has been completed with a completion date of 11/12/2019. One 4-hour course started with 138 minutes spent on the course. And one 30-hour course started with 6303 minutes spent in course. At that time, Colibri’s policy about course expiration dates was different from the policy that we currently follow. Our current policy allows students two years from the enrollment date to complete their education. This helps to ensure students are obtaining the most up-to-date course information and completing course exams on time to allow for the best passing opportunities.  
  
  Resolution Taken: Given the change of our company policies while ****** was working on the education, we are willing to allow an exception to our policy and extend the course access until 4/30/2023, as well as providing a 2021-2022 version of one of the 15-hour courses at no additional cost (a savings of $299.95)  

  Customer response

  09/07/2022

  [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,
  
  ****** *****

  On a personal note I truly appreciate your efforts to fix the error and the additional 15 hours course that was given as a compensation.

  since 2020 up until recent months was not easy for many people in the world (including myself), and since I never received any update about the policy change via email, even though I kept getting promotion emails, I felt that I was wronged deceived  by you and I am very glad for the undo of this wrong.

  Thank you again,

  respectfully- ****** *****

• Initial Complaint

  05/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In November 2021, I purchased a course with MCKISSOCK. I had problems accessing the course that day and reached out to them for help. I did not receive assistance in accessing. In March 2022, I emailed requesting a refund to which I received no reply. I followed up in April and have been doing so to date. I have called and left messages that have not been responded to. I have some of these calls recorded as well as the emails. I was first told they did not provide refunds outside of a 10 day window, contradicting information on their website. Then, I was offered $600 of the $1399 charge. Yesterday, I called again after not having my call returned from Mike, whom I had been speaking with. I spoke with another gentleman who, like Mike, informed me I could not speak with a supervisor and he was the final decision maker. This gentleman stated they typically do not do refunds of even $600, that the receipt showed the refund is only available within 10 days (which is not stated in the email), and he would put me on a call-back list for a supervisor to return my call. Later in the afternoon, I received a voicemail from Mike offering $799. I've requested a full refund as I have not been able to access these courses. They offer 100% satisfaction guarantee. Thank you.

  Business response

  05/13/2022

  I have thoroughly investigated this incident.  The following paragraphs detail what I have discovered. 
  
  In November 2021, this student purchased an unlimited learning subscription from McKissock in order to obtain a trainee license in the state of GA.  This afforded the flexibility to take courses on her time and in the format of her choosing.  However, our records indicate that she never enrolled in any course.  She also did not request any specific technical assistance from us regarding her inability to enroll in a course. 
  
  A thorough review of the account has yielded the following findings:
  
  On 3/27/22, the student first emailed us on 3/27/22 requesting a refund, and stating she was not able to access her courses. 
  
  On 3/30/22, we responded with the following message: “Good afternoon *****,
  Thank you for reaching out to us in regards to obtaining a refund. In order to process your request please give us a call at ###-###-####, and one of our Education Specialists will be able to assist you. Thank you for your time, and have a great day.”
  
  On 4/13/22, the student emailed again and stated she was following up on her previous request. 
  
  On 4/13/22, we responded with the same message from 3/30/22.
  
  On 4/25/22, the student called our customer service department and requested the refund.  A full refund was refused, and she was directed to the refund policy on our website, which explains that “If you are not satisfied for any reason, simply contact us within 10 days of purchase for a full refund of any course not completed.”  The student then inquired about a partial refund, which was refused as it is outside the bounds of our clearly stated refund policy.  As a gesture of good faith, our customer service representative escalated the matter to a supervisor for further assistance. 
  
  On 4/25/22, though outside of our policy, as a good faith gesture, our customer service representative reached out to the student to offer a $600 refund.  Our notes indicate that the student advised she would consider this but did not commit.  She was provided with the direct phone number to this particular customer service representative. 
  
  On 5/4/22, despite having a direct line to our customer service representative, the student emailed again asking for a refund and indicating she had left a message earlier in the week. 
  
  On 5/9/22, the student spoke with a customer service representative who once again offered the $600 refund.  The customer refused and was unwilling to compromise. 
  
  On 5/9/22, customer service attempted to contact the customer again but was unsuccessful, and left a VM. 
  
  On 5/10/22, customer service attempted to contact the customer again but was unsuccessful, and left a VM with the direct number she was previously provided on 4/25/22.
  
  On 5/10/22, the customer called the main customer service line and stated that a partial refund was not acceptable and she wanted a full refund.  Our rep reiterated the refund policy and refused.  The customer indicated that she could not access the courses and had contacted us previously about the issue.  However, we have no record of any call attempts or communications until 3/27/22, 4 months after her purchase of the subscription. 
  
  We regret that the student had issues accessing her courses and would value the opportunity to assist her in getting access and ultimately obtaining her license.  In good faith, the student was offered a partial refund on multiple occasions but refused.  We are still willing to offer this partial refund or personal assistance with accessing and enrolling in the courses the student needs to obtain her license

• Initial Complaint

  03/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, I signed up for this course (please see attached) in order to become a licensed appraiser in Florida. I’ve only completed 15 hours out of the 104 hour requirement. Because of a recent life-threatening medical emergency, where I almost died, my doctor strongly suggested that I change careers due to the physical demand it would have on my body. I’ve attached the HIPPA consent form. I’ve reached out to McKissock via email (please see attached), regarding a partial refund, to no avail. I used Klarna’s payment plan and these monthly payments have been a tremendous burden to me. I have 2 payments left (please see attached). Is there something that the BBB can do to help? I’ve done a bit of research and other students have been successful in receiving a partial refund via the BBB website. Anything that can be done would greatly be appreciated! Thank you, so much, in advance! Best regards, *****

  Business response

  04/07/2022

  Better Business Bureau
  520 E Main Street, Suite 100
  Carnegie, PA 15106
  ***** ********* ****
  
  
  I have thoroughly investigated this incident. The following paragraph is the details of what I discovered.
  
  ***** ******** enrolled in McKissock’s 104 Trainee education package for the state of FL on 11/3/2021 in order to obtain a trainee license in the state of FL. On 11/9 2021 ***** completed a 4 hour Supervisor-Trainee course valued at $99.99. On 11/15/2021 the 2020-2021 15-hr National USPAP course was completed, this course is valued at $299.95.
  
  Our McKissock products offer a full refund of any non-completed courses within 10 days from the date of purchase.
  
  After review of *** ********** account we do not have record of contact requesting a refund for the purchase, only a contact on 11/5/21 asking about the process to become licensed and 12/13/21 with questions on course completion via our live chat feature. Though outside of our refund policy window we can offer a refund of non-completed courses in the amount of $680.01 which will be returned back to the card used to make the initial purchase.
  
  

  Customer response

  04/08/2022

  [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

  01/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took a Continuing Education class on 1/11/2022 and was told the hours would be reported in 2 days. To keep my appraiser license I must have all hours reported no later than 1/31/2021. No one waits until the last minute to renew their license. After 2 days on 1/14/2022 I sent an email stating the 3 hour course needs to be reported. After a few days, I received no response. I then called and spoke to someone named Devonna who said she would forward an email to regulatory so they could send to the state. After a few days, I checked with the State and still the 3 hours had not been reported. Today is January 25, 2022 and still nothing. No one responds to emails in a timely manner.

  Business response

  01/25/2022

  I have thoroughly investigated this incident. The following paragraph is the details of what I discovered.
  
  Ms. ***** enrolled and completed one of our synchronous courses on 1/11/2022. 
  
  Per the Georgia Real Estate Commission and Appraisers Board, Appraisal Act, students must attest they completed each module (http://rules.sos.ga.gov/gac/539-2,Rule 539-2-.14).
  
  Information is noted on our website on our license requirements page regarding specific state information: https://www.mckissock.com/appraisal/continuing-education/georgia/requirements/
  
  Ms. ***** called in and spoke with a representative on 1/18/2022 to go over reporting information.  On 1/20/2022 the representative emailed the student a copy of the affidavit/attestation to sign and return.
  
  Ms. ***** continued to call on 1/19, 1/21, 1/23, 1/25; however, McKissock had not received the signed attestation in order to report.
  
  On 1/25/2022, McKissock received Ms. *****’ signed attestation.  The form was processed, and credit was uploaded to Georgia Real Estate Commission and Appraisers Board.
  
  If you have any questions or require additional information, please do not hesitate to contact me at **************************** ** *************** 
  Sincerely,
  
  
  Jackie Vi*****
  Regulatory Compliance Supervisor
  McKissock

• Initial Complaint

  12/06/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am an appraiser. I've been using McKissock's Continuing Education since 2003, and have referred many colleagues to them. Over the years, when there have been changes to my business needs, I've been able to get a refund for classes not used. This year, I purchased $721.95 in CE courses. I recently made the difficult decision to become inactive with my license. I contacted McKissock to request a refund for the courses I did not take. They refused, stating they have their refund policy clearly posted on their website. This is news to me; and it took some time before I located this "10 day satisfaction guarantee refund" policy on their website, which is a recent development. In addition, I have an email confirmation regarding "important course information" from when I purchased these classes in Feb 2021, and nowhere does it state this policy. I am disappointed in this and want to pursue a refund in full.

  Business response

  12/17/2021

  I have thoroughly investigated this incident. The following paragraph is the details of what I discovered.
  
  *** ************ enrolled in our Appraisal online courses on 2/25/21 via the website for $721.95.
  
  *** ************ called in on 12/6/21 after not completing her education courses and requested a refund. McKissock policy states refunds must be requested within 10 days of purchase (https://www.mckissock.com/satisfaction-guarantee/).
  
  After reviewing *** ************’s request/reason for a refund; we have agreed and will be refunding via check to the address on file for a total of $721.95
  
  If you have any questions or require additional information, please do not hesitate to contact me at **************************** ** *************** 
  Sincerely,
  
  
  Jackie V******
  Regulatory Compliance Supervisor
  McKissock

  Customer response

  12/20/2021

  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. 

  Thank you McKissock. I appreciate it!
  
  Best Regards,
  
  ***** ****

• Initial Complaint

  05/25/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In 2018 I signed up for appraisal courses via a payment plan. Courses are self guided and not part of an online classroom setting. I decided not to take the classes in ‘18 and was told at that I was not eligible for a refund. My only option was to take the classes I paid for. In April of 2021, I reached out to Mckissock to inquire about taking the paid classes. I was informed by a Mckissock chat representative that the final payment in my payment plan was not completed because my cc expired. The Mckissock rep told me I would need to make the final payment before being granted access to my paid courses. I completed the final payment just to be told the Mckissock agent was wrong and that my money is GONE. I was told Mckissock spent the money on things like “payroll & utilities”. They refunded my final payment but not the money paid in ‘18. This is an educational institution. My money should've been used for MY COURSES. Mckissock has been fully unwilling to assist further in this matter.

  Business response

  05/26/2021

  I have thoroughly investigated this incident. The following paragraph is the details of what I discovered.
  
  *** ******* registered for our 79-hr TX Basic Trainee Package (included 4 courses).  In 2018 we allowed students the option to pay for this package through a payment plan.  I show a deposit to enroll was made on 1/30/18.  Two additional payments were made on 2/28/18 and 3/30/18.  On 11/14/18 courses were cancelled due to failed payments.
  
  *** ******* messaged us through our chat feature on 4/19/21 to request a refund or to transfer funds.  *** ******* continued to message in; unfortunately, she received incorrect information regarding payment, enrolled courses, and payment plans.
  
  *** ******* has requested either a full refund or access to her courses.  I have re-enrolled *** ******* in the latest versions of each of the courses at no additional cost due to the confusion/misinformation.  Courses are available for student for 6 months from the date of opening them.
  
  If you have any questions or require additional information please do not hesitate to contact me at **************************** ** *************** 

  Customer response

  05/27/2021

  [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. Jackie with the Mckissock Regulatory Compliance Department provided a superior level of customer care that I greatly appreciate very much. It is team members like her that help define the success of an organization. 
  
  Regards,
  
  ********* *******

*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. ↩