ComplaintsforU.S. Concealed Carry Association

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a member of USCCA since 6/17/2020. After having legal counsel review the terms and conditions of the coverage I decided that it was advised that canceling and defunding my membership would be in my best interest.Upon calling USCCA I was told that I would only be refunded for 1 year of membership. I do not enroll in the annual subscription but rather month-month. The money back guarantee is false and misleading. Customers will not receive a full refund .

  

  Business response

  01/19/2024

  I would like to begin by thanking you for taking the time to share your feedback with us, *******. We are truly sorry for any misunderstandings that *** have occurred regarding the 365-Day Bulletproof Guarantee. As per the membership Agreement, page 5, you are *********** a refund for the membership dues that have been paid for the current term of the membership under the USCCA Bulletproof Guaranty. The membership term is outlined under Term of Membership Automatic Renewal on pages 3-4 as one year. I do see we were able to successfully process your refund and you will be receiving a check refund for $130.65 in the mail in addition to your refund back to your credit card of $104.52 for the four most recent payments.
  
  We are disappointed to hear that you have decided to cancel your membership. We understand that this is ultimately your decision and we respect it. It is important to us that you know that our membership grants you access to life-saving education and training, as well as self-defense liability insurance benefits. We wish you the best and hope that you will keep us in mind for any future needs. Please do not hesitate to contact us at ************ if you have any questions or concerns.
  
  

• Initial Complaint

  11/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have had an amount of 1$ come out of my account from your company but I live in ****** and have no idea what this organisation is and have not signed up to anything so I need this refunding and confirmation that my card details are not being used by someone

  

  Business response

  11/08/2023

  Thank you for reaching out to us, ******. I am so sorry to hear about this happening. We have reason to believe that your credit card information may have been compromised by a cybercriminal or fraudster outside of USCCA/*************. We are aware of the situation and understand the inconvenience it may cause. IT security digital properties is of the utmost priority for us. 
  
  Immediately upon being alerted, our teams looked into this and have reason to believe that your credit card information has been compromised by an individual unrelated to the USCCA or ************* and outside of any of our systems. The charge that was made, followed by a reversal, appears to be a preliminary test conducted by these bad actors, likely in preparation for further unauthorized transactions.
  
  In light of this, we strongly recommend that you contact your bank or credit card company to report any unauthorized charges to your account. Please feel welcome to contact us directly at any time by calling ************! 
  
  

• Initial Complaint

  09/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been a member since December 2022. Around March 2023, I started receiving emails from ****** "your payment has been declined" of which I would go onto USCCA website and re-enter credit card information for automatic payments. I've had to do the same thing every month since, apart from last month when I actually called and spoke to a representative, explained the problem, and was assured it was taken care of. NOPE. There is something seriously wrong with their payment system, or the employees/web masters in the inability to fix a problem. If there's issues in the payment system, what about the core service they are providing? God forbid, after an incident, are they going to drop the ball there too. This needs to go to management level. I've tried the other levels and ended up getting the same result, month after month. I have serious reservations about USCCA reliability.

  

  Business response

  09/22/2023

  Hello *****. We appreciate your feedback about your experience and apologize for any inconvenience this may have caused. Occasionally, payment processing issues may arise if a bank has flagged or halted a payment. While this has not been a recurring issue with multiple accounts, we are working towards a solution to address your specific concern. We would be happy to submit a billing inquiry to work towards a resolution. Please do not hesitate to contact us at ************ so we can assist you further.
  
  Regarding our services, we assure you that any issues with our payment system will not affect our ability to provide quality self-defense services. In the event of a self-defense incident, please contact us directly and our team will be available to assist you 24 hours a day, 7 days a week. Thank you for your understanding and please let us know if there is anything else we can do to help.
  
  

• Initial Complaint

  05/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been a customer of ********************** since 2021. I was spoken to by a uscca rep during the end of my ccw course and somewhat rushed in to joining them with the promise of a discount although for a while I had no regrets. I have a few times had to cancel my policy due to financial issues and when requesting refunds always figured that asking for a refund would be the 365 day guarantee money back refund which i never received. At the beginning of this month I cancelled my policy due to transferring to a different company. During the call I was on multiple occasions pressured in to keeping my membership with promises of payment deferment, asked what they could do to keep me as a customer and etc. I wound up still cancelling after the convo and requested a refund and after checking my account i received a prorated amount and didn't know i had to specifically request the 365 money back refund. This company although they have some cool things other companies don't they are very hard to tell no too. Im not exactly sure if I am able to get the 365 refund but would like to if possible. *******************. 09/10/1996 *********************** **********

  

  Business response

  05/19/2023

  Thank you, ****, for taking the time to share your feedback. We sincerely apologize for the less than satisfactory experience you had with one of our Account Executives during your CCW course, as well as not receiving the promised discount. At the USCCA, we constantly strive to provide exceptional education and training, and we appreciate your feedback as it presents an opportunity for improvement in our service delivery.
  
  Upon thorough review of your account, it has come to our attention that you activated your USCCA Membership on February 6, 2022, but unfortunately, it was automatically canceled on June 6, 2022, due to nonpayment. We did not receive any call or refund request during this period. Subsequently, you started another membership on November 15, 2022, which was also auto-canceled on December 15, 2022, again due to nonpayment, and no refund was requested.
  
  Regarding your recent call to our contact center to cancel your USCCA membership, which was activated on March 30, 2023, we understand that your decision was based on financial constraints. It is our utmost priority to ensure that our members are aware of the various options available to them, and we always strive to find potential solutions to help them maintain the life-saving benefits of their USCCA Membership. However, since you did not express dissatisfaction with your USCCA membership or request a full refund for the membership dues paid for the most recent term, our advisor proceeded with canceling your membership effective May 5, 2023, and initiated a prorated refund of $32.50.
  
  We would like to clarify that the USCCA does offer a 365-day bulletproof guarantee upon request, allowing customers to receive a refund for the membership dues paid for the current term if they are dissatisfied for any reason, as outlined in the USCCA Membership Agreement.
  
  We understand your desire to receive a full refund for this recent term of membership, and we are committed to resolving this matter to your satisfaction. In light of this, I have taken the necessary steps to process the full refund for you. I have issued a refund of $32.50, which corresponds to your most recent payment made on May 5, 2023, and an additional refund of $39.00 for the payment made on March 30, 2023.
  
  Once again, we apologize for any inconvenience caused, and we appreciate your understanding. Your feedback is valuable to us, and we remain dedicated to improving our services to better serve our members. If you have any further questions or concerns, please do not hesitate to reach out to us.
  
  

• Initial Complaint

  05/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I subscribed to USCCA on May 13th, 2022. I did so via their website and the process was done entirely online. During a renewal email I received, I decided I was no longer interested in keeping my subscription. I attempted to reach out via direct chat to affirmatively tell them I'm looking to cancel. They said that I needed to call in to give a verbal statement for "security" reasons. This is absolutely absurd that they're willing to take my money and provide service (which would include expensive legal representation in certain situations) without requiring me to call in or affirm I'd like service, but when it comes to canceling they couldn't let me click cancel from within my authenticated account on their website.My complaint here is that it is intentionally made more difficult to cancel their service than it is to sign up for it. Clearly their claim that it's a security reason is unreasonable as the only option because they could verify I have access to the account via their website, via email, or even by asking for information about me they already have on file. After I informed them I'd be filing a complaint for the extra difficulty, they shortly after closed my support conversation with them without offering any alternatives.I also attempted to email them to cancel my services and had included membership ID numbers for the two people I have on my membership, but the response I got was a boilerplate claim that I needed to provide voice confirmation. Across the chat and email I had with them, they already know I am capable of logging into the account, know I have both membership IDs, know I own the email address on file, and had plenty of opportunities to ask for other identity verifying information.Their practices towards user retention by burden is obnoxious and why the *** is sculpting rules that mandate against this. In addition to my complaints, I've requested a refund in full based on their 365-day refund guarantee.

  

  Business response

  05/05/2023

   Good afternoon ****** and thank you for taking the time to leave your review!
  
  I apologize for any confusion regarding this, but verbal authorization for member security is required. This is outlined in our Member agreement that all members agree to upon activating their membership. You can view the USCCA Member Agreement here: **************************************************
  
  You can call at anytime to cancel and and request your 365 Bulletproof Guarantee, and I would be happy to have an advisor call you directly to help you with this process.  We can call you at any time you would like, or you can contact ** at ************. 
  
  

  Customer response

  05/05/2023

  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.
  

  This business practice of making it more difficult to cancel an account than to sign up is flagrantly malicious. There are numerous methods of me being able to prove my identity and give authorization to cancel, but the practice of ******* it behind exactly one method of cancelation, which is openly known to be one of the standard difficult ways, is unacceptable. In some businesses that have made this their approach, it falls under antitrust laws around monopolization. This is also exactly why the *** has rules proposed to expand the Negative Option Rule to include click-to-cancel requirements, because enrollment should be _as simple_ as termination, not more cumbersome.

  There is absolutely no reason why I can't cancel my service from within a secure login, or via request of the email attached to my account, or via questions through email or chat. Do not suggest this is for member security as opposed to member retention. If there are no alternative options provided to fulfill my requests, I can not accept your response and will be filing a matching *** complaint with the same stance for their review.

  I've already directly provided my first/last name, member IDs, email address, and affirmation of the upcoming renewal date. You have plenty of information about me to support that I am the right person to authorize a cancelation. If you'd like a picture of our USCCA cards, we can do that as well. This is absolutely obnoxious to try to take the stance that my security is at risk solely because you want me to talk to a member retention team member that will try to apply some pressure to retain service. You don't have biometrics on my voice. My voice on a phone call is not what you're using for security. In fact, I'd go as far as to say that it is concerning that you want to have that information about me. You don't know my medical traits or limitations, you don't know whether I even have access to a phone or if I incur extra fees for calls.

  I am continuing my request for cancelation of upcoming renewal and to process a refund under the 365 day guarantee.

  Regards,

  *******************************

  

  Business response

  05/11/2023

  Dear ******,
  
  Thank you for bringing this matter to our attention. We are sorry for the poor cancellation process that youve experienced. We appreciate you providing all pertinent information associated with your membership account. In alignment with the member agreement, policies and procedures in place are done to ensure the privacy and protection of USCCA members. With that being said, we were able to locate your account and cancel your membership immediately. Your 365-day bulletproof guarantee refund has been requested. You will receive a check refund within 4-6 weeks in the amount of $448.78.
  
  If you have any questions, dont hesitate to reach out.

  Customer response

  05/11/2023

  [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. 

  My only note to make clear is that I've had about 4 different USCCA reps ******** me to saying I'd need to call in to prove ownership and none of them offered any questions towards proving account/membership ownership. I was entirely on board with being asked any quantity of relevant questions to help prove ownership and initiate this process. I appreciate that we ultimately got to the resolution, but I'm hoping that USCCA changes its policy and allows other means of proof such as 2FA before law finishes its path to mandating it.

  Rather than waiting for the refund to path through ***** I have accepted this as a response to my issues rather than my wishes for how to improve business procedures. Thank you for willing to accept a variety of information to kick off the cancelation and refund process.

  Regards,
  
  *******************************

  
  

• Initial Complaint

  04/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  2023 over $400 spent with sig ***** under uscca promo. I bought paid for all items needed. Made my online purchase .uscca is missing 400 rounds of primo ammo never sent. Both party's sig ***** and uscca were paid in full no issues. ******* and robbed and both acknowledged saying both is Not there problem. So nobody does or sends anything. This is wrong and nobody cares to right over 400$ worth of missing product promised. I did all steps and refuse to do anything more. Send my product ,all have mailing info no need for further conversation

  

  Business response

  04/21/2023

  Hi *******, thank you for taking the time to leave a review! I apologize for any frustrations this has caused. It looks like your code for the Sig ***** Ammo and Ammo Bag were emailed to you on March 28th. Once you follow the instructions provided in that email and complete your order through Sig ***** using the provided code, their site states that it can take up to 6-8 weeks for delivery, I apologize again for any frustration this has caused! The Ammo and Ammo Bag is actually fulfilled by ************** not the USCCA so we are unable to see or provide any details on that order as we do not have access to that information. Please reach out to Sig ***** **************** directly at ************ and they should be able to provide you with more information on your order. Please dont hesitate to give us a call at ************ and we would be happy to answer any questions you may have!

• Initial Complaint

  01/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  After being a member of USCCA for 9 years I decided to cancel my membership. I was forced to speak with a customer service rep, but was ultimately told he would cancel my membership on the spot (I have an email to prove this). Weeks go by and I continue to receive member emails, and I just received their periodical magazine. Since this was still occuring, I decided to log onto my supposedly suspended account. I gained access to find my membership to be still active and about to renew in about a month in the amount of a bit over $400. I immediately emailed the customer service rep I spoke with demanding confirmation that my account was closed, and that USCCA not charge my credit card for another year of membership dues. It has been several days since I sent my email and I have heard nothing back. If I don't get a formal confirmation that my account had been closed, then I will be forced to cancel my credit card to avoid this unapproved charge. I have also not been sent any prorated refund that would have amounted to roughly $60+ for early termination of my annual membership. I find their practices to be unacceptable, and borderline unethical. I formally request that I receive written confirmation that my account has been truly closed... I not betting I will ever see any sort of a refund, but after this account termination, I don't want to ever hear from this business again.

  

  Business response

  01/19/2023

  Good afternoon *****,

   

  Thank you for reaching out to us and I am sorry to hear about this experience you had that led you to cancel your USCCA Membership. 

   

  I apologize for the confusion regarding your Membership Cancellation. The advisor you spoke with had your membership set to cancel on your annual renewal date instead of the date in which you called. I was able to go back to your account and I cancelled your Membership as of December 14th, 2022.

   

  Due to the cancellation date you will receive a refund for your membership of $77.01. This refund will be sent to you in the form of a check. Please allow 4-6 weeks for this check to be delivered to you. 

   

  I hope this addresses your concern and please let us know if there is ever anything more we can do to help you! 

  Customer response

  01/19/2023

  [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

  09/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  USCCA platinum membership was purchased in January 2022 after a firearms course. The spokesperson spoke of the 365 day money back garuntee for members dissatisfied and wanting to cancel membership. I attempted multiple times to request refund and cancellation through their chat function to have written documentation and confirmation, however they continued to push me towards calling. I eventually said I would call and requested to not have the reciever discuss my membership and why I was cancelling. Despite this, when calling I asked for cancellation due to unaffordability and unsatisfaction and was met with multiple questions about why. They stated they would refund what I thought I heard them say was 260$. Turns out it was only 26$. It seems they do not hold true to the 365-day bullet proof money back garuntee.

  

  Business response

  10/07/2022

  Thank you so much for your review and for letting us know ******. I apologize for any frustration that you experienced during the process of canceling your USCCA membership.
  
  I have reviewed your account and do see you kindly called our contact center to cancel your USCCA membership. I did review your call and see you canceled due to you being in school. Since you did not mention you were unsatisfied with your USCCA membership nor requested a full refund for the membership, the 365-day refund was not issued upon cancellation. The USCCA does offer a 365-day bulletproof guarantee upon request.The refund of $26.00 that you received back to your card was the prorated amount for the remainder of September. I would be happy to get this full refund taken care of for you; however, it looks like the address you have provided is invalid due to the postal service returning past items that were mailed to you. If you could, please respond to this with your correct mailing address so that we can ensure you receive your full refund check.

  Customer response

  10/13/2022

  [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. 
  

  The correct address is:

  Hi, thank you for responding quickly. The correct address is as below :

  8029 *******************

  *********, ** 32514

   

  i have received prior mail to this address and have had no issues. Please let me know if there are any issues. Please also keep this address confidential.

   

  
  Regards,
  
  ***************************

  
  

  

  Business response

  10/17/2022

  Thank you so much for confirming your address ******! I have requested your check refund in the amount of $325 (which covers the remainder of the year minus the $26.00 you already received) to be mailed to your address on file. Please allow 4-6 weeks for this check to arrive. If you have any questions do not hesitate to reach out!

  Customer response

  10/18/2022

  [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

  09/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  a complimentary membership MUST be offerred to me for poor service in simply RENEWING a membership and meeting with customer agents WHO JUST DIDN'T CARE TO DO THINGS RIGHT.

  

  Business response

  09/27/2022

  Thank you for taking the time to leave a review, *******. I am sorry to hear that you did not receive the award winning customer service that you deserve.
  
  After reviewing your account, we were able to do some research and see why your items including the promotional gifts and your Concealed Carry Magazine were not delivered to your address on file. By looking up the tracking with **** we found that they were unable to deliver to your residence and held your packages at their ********** location in ********* to be picked up.  After a set amount of time sitting there, they decided to return the packages to us. We sincerely apologize for any inconvenience this has caused. Unfortunately, a complimentary membership is not an option, however, we would be more than happy to resend the promotional items to you if youd like.
  
  I do also see that you requested us to reach out to you by phone to help you cancel your membership. When we attempted to call you, we were unable to get through due to your phone number having a call block service. If you still wish to cancel, we do need verbal confirmation to cancel your membership for security. Please be sure to call us directly at ************ to ensure you are taken care of.
  
  

• Initial Complaint

  07/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I felt pressured into purchasing a policy from USCCA defense when taking introductory classes on firearms. I paid $646.92. I immediately called the ***** number, because they will not provide an address or email. I expected a refund and forgot about it. When I was reconciling my credit card I was shocked to see a much higher charge of $753.34 as a renewal. When I called them, they told me they would not renew in 2022, but there was nothing they could do about the second charge of $750! That makes no sense to me. I have never used any of their services and they have pocketed $1,400 from what are very deceptive practices. I tried to upload you information, but the site does not seem to be working. My account is #*******

  

  Business response

  07/20/2022

  Thank you for taking the time to leave a review for us, ******! I apologize for any inconvenience this non-renewal process *** have caused. I have reviewed your account and do see you called our contact center to request the non-renewal of your USCCA membership. I did review your call and see you are not renewing due to you not utilizing your membership. This would include the benefits of the online education and training within your Member Dashboard. Since you only wanted the full term of your membership to expire and not renew a refund was not issued upon the request to not renew your membership.
  The USCCA does offer the 365-day bulletproof guarantee upon request if a customer is unhappy for any reason. We would be happy to get the second charge refunded and taken care of for you as the term as not ended yet. Please contact us at ************. After calling in just let us know that you would like to cancel your membership and take advantage of the 365-day bulletproof guarantee. Once that has been done we will get that processed for you.

  Customer response

  07/20/2022

  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.
  
  That is not true, I asked for a refund AND not to renew. They ignored my call, did not refund, and used my payment information to renew at an even higher price.   Today I tried to contact the business at the ************** number they provided. I waited a really long time on hold before taking the option of reserving my place in line with a call back. That call has never come.
  Regards,
  
  **********************

  Customer response

  08/18/2022

  The company responded to us to contact them on July 20. They told us that they would be sending us a refund of half of the amount they owed immediately. It is now 8/18/2022 and they have done nothing. I will note here that it was a 50 minute process to wait on hold for someone at USCCA to assist.

  **********************

  

  Business response

  08/23/2022

   Thank you for following up, ******. I do apologize for the confusion regarding our 365-day bulletproof guarantee. Your membership was activated on 9/13/2020 for a full year and your yearly subscription renewed on 9/13/2021. After your first full year had past, the 365-day bulletproof guarantee refund was no longer available for your first full year of membership. 

  
  When you originally called to cancel your membership on 3/29/2022, you did qualify for the 365-day bulletproof guarantee refund from the date of your last renewal of 9/13/2021. That cancelation was correctly processed on 7/25/2022. You will be receiving a check refund from us for that full payment of $753.34. Due to the check refund process, it can take 4-6 weeks for refunds to be sent out and yours is still processing but should be sent out soon. You should receive yours sometime around August 12th . 
  
  
  

  Customer response

  08/23/2022

  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.
  
  The check promised 4-6 weeks (August 12) never arrived.
  
  Regards,
  
  **********************

  

  Business response

  08/29/2022

  Correct, it can take 4-6 weeks from the day you request your refund. Your cancellation was not processed until July 25th. Today being August 29th puts ** currently at 5 weeks from the date you requested that refund. 
  
  I did reach out to **************** to check on the status of your check, and it looks like it was sent out on August 10th.  It can take around ***** business days for mail to arrive once it leaves our facility. Your check should be delivered very soon! 

*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. ↩