Williamsburg Apartments

Complaint: 11143232 I am rejecting this response because:In reference to AABTS e-mail. It stated I purchased my examine material February 2013. My account was activated on 07/20/15 (per-aabts). In September 2015 when I opened my examine material for studying. I have fore stated in previous e-mail, when I purchased examine material I stated Mr. H [redacted] I was busy & I don’t know when I will begin studying for my test. I said I want to purchase my examine while it was on sale. Mr. H [redacted] stated that will be fine. He said I can start studying whenever I choose too. As I fore stated in previous e-mail Mr. H [redacted] did say counselors will be available to me. He never said it was criteria that I had to speak with counselor, sit for my exam and take some many exams (etc) to qualify for the past guarantee.The customer in question purchased a package from The Association for Advanced Training in February 2013, then in September 2015 decided to use the preparation material to study for the exam after she failed the exam in June 2015.I reviewed my material prior to taking my exam. what I said to aabts staff, I think it was June 2015 when I took my test/exam is what said to them. However contacted NASW /NCSWCLB to confirmed date as when I took my test. I took my test unsuccessful on October 2014. I have e-mail from Social Work Board to support when exam was taken. Therefore, packet had to have been open before September 2015. So, aabts appears to have their year wrong as to when I opened my exam packet. However, In reference to AABTS e-mail. I purchased my examine material February 2013. My account was activated on 07/20/15 (per-aabts). So, therefore it had to have been In September 2014 when I opened my examine material for studying. I recalled studying material prior to taking my exam. I have fore stated in previous e-mail, when I purchased my examine material , I stated to Mr. H [redacted] I was busy & I don’t know when I will begin studying for my test. But, I said want to purchase my examine while it was on sale. Mr. H [redacted] stated that will be fine. He said I can start studying whenever I choose too. As I fore stated in previous e-mail Mr. H [redacted] did say counselors will be available to me. He never said it was criteria that I had to speak with counselor, sit for my exam and take some many exams to qualify for the past guarantee (etc).#1: The exam keeps changing so we are constantly revising our materials. The customer called and asked us to help in activating her online program and we did. We also informed the customer that even though we gave her the most current exam questions when we activated her online program, that she still needed to purchase the revisions books since in all of Behavior Sciences program DSM-IV-TR was replaced by DSM-5 and this was a major revision. The customer refused to upgrade her books. (See Highlighted item below)Yes, I called Testmaster and asked to activate my account. This is what they were supposed to do. It wasn’t liked they were doing me a special favor. After all, I spent money with the company and purchased their material. So, rightly, they were supposed to activate my online program. AABTS staff inform me I needed to purchase the revision book due to DSM -! V-TR. have been replaced with DSM-5. I declined their offer to purchase new books because I said to AABTS staff I had already purchased my own DSM-5 book; In which I am currently studying from. #2: While we have a Pass Guarantee, the guarantee can only be supported if both parties agree to do their part. Our pass guarantee spells out that the customer must do the following in order to meet their pass guarantee requirements: I ‘m willing to do my part, but their criteria should have been explained to me as part AATBS criteria, but it was not. Mr. H [redacted] never provided me these criteria /guidelines for their pass guarantee promise.1. Complete the online Assessment Exam, plus all TestMASTER exams in numerical order, a minimum of three (3) times for each exam, with the last three scores being 75% or higher.2. Complete the last round of TestMASTER within the last 30 days of taking the exam.3. Have purchased your study package 3 to 12 months prior to taking your board licensing exam. Therefore, given I purchased my exam in 2013, and then this criteria was met.4. Consult with one of our Educational Consultants no fewer than two times to evaluate your progress, with at least one consultation held within the last 30 days before taking the board licensing exam#3: Our Pass Guarantee by no way extends over a lifetime. We advertise our pass guarantee as follows: Pass the Exam the First time or we will give you your money back. This customer appears to be looking for a lifetime guarantee with no restrictions. We sold the customer 120 Days in the program with the option to purchase more time. IT NOT THAT I’M LOOKING FOR NO RESTRICTION WITH THIS COMPANY, HOWEVER, THERE ARE COMPANIES OUT HERE WITHOUT THESE RESTRICTION. BUT, I WAS TOLD THE PASS GUARANTEE MATERIAL WILL BE EXTENDED AS LONG AS I NEEDED IT TO BE EXTENDED, SO , THEREFORE, WITH THAT SAID BY MR. H*** IT APPEARS THAT IT COULD BE A LIFETIME. OF COURSE , I’M NOT GOING TO SPEND A LIFETIME SITTING FOR AN EXAM , WHEN IT COST OVER $300.00 TO SIT FOR THIS EXAM EACH TIME IT IS TAKEN. I DON’T HAVE EXTRA MONEY TO SPEND ON TAKING EXAM (S.) I SAID TO MR. H [redacted] I CAN’T AFFORD SPEND TO OVER $200.00 DOLLARS FOR THIS MATERIAL AND NOT PASS MY EXAM. MR. H [redacted] SAID WE HAVE A PASS GUARANTEE, MEANING WILL CONTINUE TO EXTEND THE PROGRAM UNTIL YOU PASS YOUR EXAM. #4: Customer failed the exam in June 2015 but only activated her exam program and started taking exams in September 2015. (Highlighted below). Customer is currently using outdated materials. Our Pass Guarantee is only available for customers that buy and use our program and fail the exam. We can’t be held responsible if a customer purchases our Exam Prep program and never uses the program before taking the exam. Our Pass Guarantee is based on us building a great program that will help the user pass their licensing exam and the customer doing their part in getting prepared by following a few easy to measure steps before they take the exam.Status of customer’s current Pass Guarantee (since the customer only started using our program after she failed her exam in June 2015):I’M DOING MY PART TO STUDY FOR MY EXAM. AS FOR STATED, I HAVE MY DSM-5- I’M USING FOR STUDYING ALONG WITH AABTS ONLINE STUDY GUIDE QUESTIONS. THEREFORE, I’M NOT USING OUTDATED MATERIAL. I NEVER FOUND THE BOOKS TO HELPFUL TO ME. HOWEVER, I WENT TO SEVERAL PAID W/SHOP THAT IDENTIFIED AN ABBREVIATED VERSION OF ALL THE BOOKLETS THAT I RECEIVED FROM AABTS. I HAVE STUDY GUIDE MATERIAL FROM VARIOUS W/SHOP THAT I ATTENDED THAT IS INCLUSIVE TO ALL OF THEIR BOOKS MATERIAL. WHY DON’T THEY SEND THIS INFORMATION TO EACH PERSON BY E-MAIL OR PLACE INFORMATION IN PERSON EXAM BOOKLET /PACKET TO ENSURE PERSON(S) RECEIVE THIS INFORMATION SINCE THEIR POLICY IS MORE STRINGENT THAN OTHER COMPANIES THAT SELLS THESE STUDY GUIDE MATERIAL .1. Take Assessment Exam – Completed2. Take all of the exams at least three times – Only took exam #1 four times. There are five exams for the customer to take. (see Exam Results below)3. Take the exams in numerical order – Took Exam #1 four times before taking Exam #2. Never took Exam 3, 4, or 5.4. Must have purchased the study package 3 to 12 months prior to taking the board licensing exam. Purchased package in 2013 & took exam for first time June 2015.5. Complete Last round of exams within 30 days before taking the exam. – Did not take all of the exams6. Score the last three exams in the 75 percentile. – Her best score was 61% and that was after she took Exam #1 the fourth time.7. Consult with one of our Education Consultants – Customer never talked to any of our consultants.This customer’s online program account has expired. The last day was February 11, 2016. The customer had access to the online program for over 5 months.Exam Results:As I fore stated, none of the above criteria wasn’t explained to me when I purchased my exam material. I will never sit for an exam without reviewing material prior to taking an exam. When I gave AABTS June 2015 is when I took my test; I said I wasn’t sure as the exact time I took this exam; but I clarify with NASW board when my exam was taken(10/28/14).It stated customer had access to the online program for over 5 months. Five months it not enough time to study for this exam; the board recommends 6 months or longer before taking the exam. So, therefore, AABTS is saying I paid them $231.20 for 5 month review , instead of my pass guarantee that I was promise. My exam was set to expire on FEBRUARY 2, 2013. I went online January 29, 2016 my material had been removed. I called AABTS over the weekend on Saturday. I explained to Sabrina my Teastmaster wasn’t set to expire until FEBRUARY 2, 2016. I said to Sabrina I was calling to have my Testmaster extended as part the past guarantee promise. Sabrina stated she didn’t why my program was removed but she would give me 11 days courtesy sessions until she can talk with Mr. H [redacted] to see what was going with my account. AABTS stated I hung the phone up on them. That is not true. What happen was Ms. Haley & Mr. H [redacted] continued to tell that they couldn’t my pass guarantee. We were unable to reach an agreement we continued talking about same thing over and over. I said we unable to agree on the pass guarantee. I said there is no use in us continuing this conversation. I said them have a day and hung up my phone.Upon receiving this complaint we have inquired with Ms. D [redacted] as to when she is planning to take her licensing exam. Ms. D [redacted] is asking us to extend her limited time subscription i.e. “TestMASTER” the online mock exams. Ms. D [redacted] stated she will be testing in June 2016.As a courtesy and an exception we have extended Ms. D***’ access to TestMASTER until 6/30/2016.Ms. D [redacted] is not satisfied. She has indicated that she feels we should we extend our services in perpetuity with no limit. This is not something we cannot ethically do in consideration of our other candidates who must follow the same protocol.Yes, the above statement is correct; I’m not satisfied with AABTS decision. I said to Ms. Haley my subscription should be extended until I pass my exam as I was promised this by Mr. H***. For AABTS do less than what they promised me and the money they received from me I’m dissatisfied. Stated they’re doing a courtesy to me to extend my program is not a courtesy ; it’s what I paid them for. I’m not asking them to extend their program for life time/perpetuity; but according to Mr. H [redacted] it could be life time as he stated he will continue to extend my program until I pass my test. They also stated, ethically this is something they can’t do in consideration of other candidates who must follow the same protocol. I agree with AABTS statement that if all candidates were/given the correction information about their company policy. However, I wasn’t given the information / company policy as they’ve identified in their document. In closing, AABTS should support the agreement that was made with me. I said to Ms. Haley, what if I don’t pass my exam in June 2016, she stated hopefully you will and if not that will be something we will have to talk about in June 2016. I don’t want have wait until June 2016 for them to consider another extension. I want them to give me what I paid for which is as pass guarantee. Also, enclosed Social Work Board e-mail regarding when I sat for my exam. Regards, [redacted] D***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11143232, and find that this resolution is satisfactory to me
if Association Advance Training & Behavioral Science, do as they stated in their e-mail with a refund to me in the amount of $& continue my Testmaster through June 30, 2016 I will be satisfied with their decision
Regards,
*** ***

We are issuing a full refund for $to the customer and access to TESTMASTER through June 30, 2016, which is an extension to her initial purchase
Please note it takes - days to process the check refund
Thank you

This is the first time we have seen this complaint
or we would have responded in a timely manner
While we do have a 20% restocking fee, we will waive this fee as this customer did not need the information received
We are requesting a refund check of $to her
Of note, it takes -
days to process the check
Thank you

Thank you for the opportunity to engage in your complaint
resolution process for complaint 12519858, we appreciate the opportunity for
candor and resolution in this matter. AATBS has helped thousands of candidates pass their
licensing exam for over years. Our
mandate to help
candidates pass requires us to leverage our network of leading,
licensed industry professionals in a consistent and rigorous fashion to keep
our content up to date and in alignment with what candidates will see on their
exam. We find with this process we
typically are prepared for exam content revisions well in advance of the actual
exam revisions. That being said, if the exam content does not
change, neither does our preparation content, as we continually have customers
passing their exam with the content available.
We have customer service and education coordinators available M-F 7:
AM PST to 5PM PST. We strongly recommend
that if a customer has questions around their path to passing their exam
(content, costs, best practices) that they call us directly prior to committing
any monetary resources to ensure that they are getting the right fit for their
study needs.In regards to complaint 12519858, we have a history of
working with this customer that dates back to September of 2015. For the purchase at issue, the customer did
not contact us to ensure their concerns were addressed prior to purchase, they
used their purchase extensively, and demanded a full refund after usage and
after the time that refunds can be considered per company policy, as stated on
the website www.aatbs.comIn effort to get what they want, threatened to
file this complaint. This is the second
time this customer used the threat of lodging a complaint with the Revdex.com to
demand out of scope compensation for material no longer covered under refund
policy. The first time we granted an
exception in the spirit of goodwill, we did not this time. We do not feel the Revdex.com should be put in the
position of being used as a threat to demand out of scope compensation.Please let us know what the next steps are in resolving this
complaint. Any documentation requests or
further discussion is welcome. Thank you
again for the opportunity to resolve this complaint with the Revdex.com!

Thank you for making us aware of your issue.  If you could please email me directly with a time that is good for you to speak live and an appropriate number to call, I would like to connect with you directly to ensure you issue is resolve appropriately.  My direct email is...

[redacted]@vlshq.com  Thank you. Sincerely, J[redacted]Director of Customer Engagement

Complaint: 11143232
I am rejecting this response because:In reference to AABTS e-mail. It stated I purchased my examine material February 2013.  My account was activated on 07/20/15 (per-aabts). In September 2015 when I opened my examine material for studying. I  have fore stated in previous e-mail, when I  purchased  examine material  I stated Mr. H[redacted] I was busy &  I don’t know when I will begin studying for my test. I said I want to purchase my examine while it was on sale. Mr. H[redacted] stated that will be fine. He said I can start studying whenever I choose too.   As I fore stated in previous e-mail Mr. H[redacted] did say counselors will be available to me. He never said it was criteria that I had to speak with counselor, sit for my exam and take some many exams (etc) to qualify for the past guarantee.The customer in question purchased a package from The Association for Advanced Training in February 2013, then in September 2015 decided to use the preparation material to study for the exam after she failed the exam in June 2015.I reviewed my material prior to taking my exam.  what I said to aabts staff, I think it was June 2015 when I took my test/exam is what said to them.   However contacted NASW /NCSWCLB to confirmed date as when I took my test. I took my test unsuccessful on October 2014.  I have e-mail from Social Work Board to support when exam was taken.  Therefore, packet had to have been open before September 2015. So, aabts appears to have their year wrong as to when I opened my exam packet.  However, In reference to AABTS e-mail. I purchased my examine material February 2013.  My account was activated on 07/20/15 (per-aabts). So, therefore it had to have been In September 2014 when I opened my examine material for studying. I recalled studying material prior to taking my exam.  I  have fore stated in previous e-mail, when I  purchased  my examine material , I stated  to Mr. H[redacted] I was busy &  I don’t know when I will begin studying for my test.  But, I said want to purchase my examine while it was on sale. Mr. H[redacted] stated that will be fine. He said I can start studying whenever I choose too.   As I fore stated in previous e-mail Mr. H[redacted] did say counselors will be available to me. He never said it was criteria that I had to speak with counselor, sit for my exam and take some many exams to qualify for the past guarantee (etc).#1: The exam keeps changing so we are constantly revising our materials. The customer called and asked us to help in activating her online program and we did. We also informed the customer that even though we gave her the most current exam questions when we activated her online program, that she still needed to purchase the revisions books since in all of Behavior Sciences program DSM-IV-TR was replaced by DSM-5 and this was a major revision. The customer refused to upgrade her books. (See Highlighted item below)Yes, I called Testmaster and asked to activate my account. This is what they were supposed to do. It wasn’t liked they were doing me a special favor. After all, I spent money with the company and purchased their material.  So, rightly, they were supposed to activate my online program. AABTS staff inform me I needed to purchase the revision book due to DSM -! V-TR. have been replaced with DSM-5.  I declined their offer to purchase new books because I said to AABTS staff  I had already  purchased my own DSM-5  book; In which I am currently studying from. #2: While we have a Pass Guarantee, the guarantee can only be supported if both parties agree to do their part. Our pass guarantee spells out that the customer must do the following in order to meet their pass guarantee requirements: I ‘m willing to do my part, but their criteria should have been explained to me as part AATBS criteria, but it was not. Mr. H[redacted] never provided me these criteria /guidelines for their pass guarantee promise.1.       Complete the online Assessment Exam, plus all TestMASTER exams in numerical order, a minimum of three (3) times for each exam, with the last three scores being 75% or higher.2.       Complete the last round of TestMASTER within the last 30 days of taking the exam.3.       Have purchased your study package 3 to 12 months prior to taking your board licensing exam.          Therefore, given I purchased my exam in 2013, and then this criteria was met.4.       Consult with one of our Educational Consultants no fewer than two times to evaluate your progress, with at least one consultation held within the last 30 days before taking the board licensing exam#3: Our Pass Guarantee by no way extends over a lifetime. We advertise our pass guarantee as follows: Pass the Exam the First time or we will give you your money back. This customer appears to be looking for a lifetime guarantee with no restrictions. We sold the customer 120 Days in the program with the option to purchase more time. IT NOT THAT I’M LOOKING FOR NO RESTRICTION WITH THIS COMPANY, HOWEVER, THERE ARE COMPANIES OUT HERE WITHOUT THESE RESTRICTION.  BUT,  I WAS  TOLD THE PASS GUARANTEE  MATERIAL WILL BE EXTENDED AS LONG  AS I NEEDED  IT TO BE EXTENDED, SO , THEREFORE, WITH THAT SAID BY MR. H[redacted]  IT APPEARS THAT  IT COULD BE A LIFETIME.  OF COURSE , I’M NOT   GOING TO SPEND A LIFETIME  SITTING FOR  AN EXAM  , WHEN IT COST OVER $300.00 TO SIT  FOR THIS EXAM EACH TIME IT IS TAKEN. I DON’T HAVE EXTRA MONEY TO SPEND ON TAKING EXAM (S.)  I SAID TO MR. H[redacted] I CAN’T AFFORD SPEND TO OVER $200.00 DOLLARS FOR THIS MATERIAL AND NOT PASS MY EXAM. MR. H[redacted] SAID WE HAVE A PASS GUARANTEE, MEANING WILL CONTINUE TO EXTEND THE PROGRAM UNTIL YOU PASS YOUR EXAM.  #4: Customer failed the exam in June 2015 but only activated her exam program and started taking exams in September 2015. (Highlighted below). Customer is currently using outdated materials. Our Pass Guarantee is only available for customers that buy and use our program and fail the exam. We can’t be held responsible if a customer purchases our Exam Prep program and never uses the program before taking the exam. Our Pass Guarantee is based on us building a great program that will help the user pass their licensing exam and the customer doing their part in getting prepared by following a few easy to measure steps before they take the exam.Status of customer’s current Pass Guarantee (since the customer only started using our program after she failed her exam in June 2015):I’M DOING MY PART TO STUDY FOR MY EXAM. AS FOR STATED, I HAVE MY DSM-5- I’M USING FOR STUDYING ALONG WITH AABTS ONLINE STUDY GUIDE QUESTIONS. THEREFORE, I’M NOT USING OUTDATED MATERIAL. I NEVER FOUND THE BOOKS TO HELPFUL TO ME. HOWEVER, I WENT TO SEVERAL PAID W/SHOP THAT IDENTIFIED AN ABBREVIATED VERSION OF ALL THE BOOKLETS THAT I RECEIVED FROM AABTS. I HAVE STUDY GUIDE MATERIAL FROM VARIOUS W/SHOP THAT I ATTENDED THAT IS INCLUSIVE TO ALL OF THEIR BOOKS MATERIAL.  WHY DON’T THEY  SEND THIS INFORMATION  TO  EACH PERSON  BY E-MAIL OR PLACE  INFORMATION IN  PERSON EXAM BOOKLET /PACKET TO ENSURE PERSON(S) RECEIVE THIS INFORMATION  SINCE THEIR POLICY IS MORE  STRINGENT  THAN OTHER COMPANIES THAT SELLS THESE STUDY GUIDE MATERIAL .1.       Take Assessment Exam – Completed2.       Take all of the exams at least three times – Only took exam #1 four times. There are five exams for the customer to take. (see Exam Results below)3.       Take the exams in numerical order – Took Exam #1 four times before taking Exam #2. Never took Exam 3, 4, or 5.4.       Must have purchased the study package 3 to 12 months prior to taking the board licensing exam. Purchased package in 2013 & took exam for first time June 2015.5.       Complete Last round of exams within 30 days before taking the exam. – Did not take all of the exams6.       Score the last three exams in the 75 percentile. – Her best score was 61% and that was after she took Exam #1 the fourth time.7.       Consult with one of our Education Consultants – Customer never talked to any of our consultants.This customer’s online program account has expired. The last day was February 11, 2016. The customer had access to the online program for over 5 months.Exam Results:As I fore stated, none of the above criteria wasn’t explained to me when I purchased my exam material.  I   will never sit for an exam without reviewing material prior to taking an exam.   When  I gave AABTS June 2015  is when I took my test; I said   I  wasn’t sure  as the exact  time I took this exam; but I clarify   with NASW board when my exam was taken(10/28/14).It stated customer had access to the online program for over 5 months. Five months it not enough time to study for this exam; the board recommends 6 months or longer before taking the exam.   So, therefore,  AABTS is saying  I paid them $231.20 for  5 month review , instead  of my pass guarantee  that I was promise. My exam was set to expire on FEBRUARY 2, 2013.  I went online January 29, 2016 my material had been removed.   I called AABTS over the weekend on Saturday.  I explained to Sabrina my Teastmaster wasn’t set to expire until FEBRUARY 2, 2016. I said to Sabrina I was calling to have my Testmaster extended as part the past guarantee promise. Sabrina stated she didn’t why my program was removed but she would give me 11 days courtesy sessions until she can talk with Mr. H[redacted] to see what was going with my account. AABTS stated I hung the phone up on them. That is not true. What happen was Ms. Haley & Mr. H[redacted] continued to tell that they couldn’t my pass guarantee.  We were unable to reach an agreement we continued talking about same thing over and over. I said we unable to agree on the pass guarantee. I said there is no use in us continuing this conversation. I said them have a day and hung up my phone.Upon receiving this complaint we have inquired with Ms. D[redacted] as to when she is planning to take her licensing exam. Ms. D[redacted] is asking us to extend her limited time subscription i.e. “TestMASTER” the online mock exams.  Ms. D[redacted] stated she will be testing in June 2016.As a courtesy and an exception we have extended Ms. D[redacted]’ access to TestMASTER until 6/30/2016.Ms. D[redacted] is not satisfied.  She has indicated that she feels we should we extend our services in perpetuity with no limit.  This is not something we cannot ethically do in consideration of our other candidates who must follow the same protocol.Yes, the above statement is correct; I’m not satisfied with AABTS decision.   I said to Ms. Haley my subscription should be extended until I pass my exam as I was promised this by Mr. H[redacted].  For AABTS do less than what they promised me and the money they received from me I’m dissatisfied. Stated  they’re doing  a courtesy  to  me to  extend my program  is  not a  courtesy ; it’s  what I paid them for. I’m  not asking them  to extend their  program  for life time/perpetuity; but according  to Mr. H[redacted] it could be life time as he stated he will continue to extend my program until I pass my test. They also stated, ethically this is something they can’t do in consideration of other candidates who must follow the same protocol. I agree with AABTS statement that if all candidates were/given the correction information about their company policy. However, I wasn’t given the information / company policy as they’ve identified in their document. In closing, AABTS should support the agreement that was made with me.    I said to Ms. Haley, what if I don’t pass my exam in June 2016, she stated hopefully you will and if not that will be something we will have to talk about in June 2016.  I don’t want have wait until June 2016 for them to consider another extension.  I want them to give me what I paid for which is as pass guarantee.  Also, enclosed Social Work Board e-mail regarding when I sat for my exam.
Regards,
[redacted]

The customer in question purchased a package from The Association for Advanced Training in February 2013, then in September 2015 decided to use the preparation material to study for the exam after she failed the exam in June 2015.#1: The exam keeps changing so we are constantly...

revising our materials. The customer called and asked us to help in activating her online program and we did. We also informed the customer that even though we gave her the most current exam questions when we activated her online program, that she still needed to purchase the revisions books since in all of Behavior Sciences program DSM-IV-TR was replaced by DSM-5 and this was a major revision. The customer refused to upgrade her books. (See Highlighted item below)#2: While we have a Pass Guarantee, the guarantee can only be supported if both parties agree to do their part. Our pass guarantee spells out that the customer must do the following in order to meet their pass guarantee requirements:1.       Complete the online Assessment Exam, plus all TestMASTER exams in numerical order, a minimum of three (3) times for each exam, with the last three scores being 75% or higher.2.       Complete the last round of TestMASTER within the last 30 days of taking the exam.3.       Have purchased your study package 3 to 12 months prior to taking your board licensing exam.4.       Consult with one of our Educational Consultants no fewer than two times to evaluate your progress, with at least one consultation held within the last 30 days before taking the board licensing exam#3: Our Pass Guarantee by no way extends over a lifetime. We advertise our pass guarantee as follows: Pass the Exam the First time or we will give you your money back. This customer appears to be looking for a lifetime guarantee with no restrictions. We sold the customer 120 Days in the program with the option to purchase more time.#4: Customer failed the exam in June 2015 but only activated her exam program and started taking exams in September 2015. (Highlighted below). Customer is currently using outdated materials. Our Pass Guarantee is only available for customers that buy and use our program and fail the exam. We can’t be held responsible if a customer purchases our Exam Prep program and never uses the program before taking the exam. Our Pass Guarantee is based on us building a great program that will help the user pass their licensing exam and the customer doing their part in getting prepared by following a few easy to measure steps before they take the exam.Status of customer’s current Pass Guarantee (since the customer only started using our program after she failed her exam in June 2015):1.       Take Assessment Exam – Completed2.       Take all of the exams at least three times – Only took exam #1 four times. There are five exams for the customer to take. (see Exam Results below)3.       Take the exams in numerical order – Took Exam #1 four times before taking Exam #2. Never took Exam 3, 4, or 5.4.       Must have purchased the study package 3 to 12 months prior to taking the board licensing exam. Purchased package in 2013 & took exam for first time June 2015.5.       Complete Last round of exams within 30 days before taking the exam. – Did not take all of the exams6.       Score the last three exams in the 75 percentile. – Her best score was 61% and that was after she took Exam #1 the fourth time.7.       Consult with one of our Education Consultants – Customer never talked to any of our consultants.This customer’s online program account has expired. The last day was February 11, 2016. The customer had access to the online program for over 5 months.Exam Results:Customer Notes from various Service Reps since the purchase:02/16/2016 2:54:05 PM - Info Sheet Printed by Service Rep Name02/16/2016 2:39:30 PM - Email Sent to: employee email address removed From:...Service Rep Name02/16/2016 2:39:29 PM - Email Sent to employee email address removed - by Service Rep Name02/16/2016 2:37:35 PM - Customer emailed same day - "Ms. H[redacted], could you also provide  to me where on your website the criteria for renewal is provided.  I have  not seen your criteria  posted on your website as you and Mr. Service Rep Name stated. . If you  will please  provide me this information I would greatly appreciate as I would like to read it.  I searched for several days and have not found it." I have forwarded email to Sara and Steve. - MODIFY RECORD... Service Rep Name02/16/2016 2:36:43 PM - Customer emailed - "Good Morning  Ms. H[redacted], I sent you an e-mail last week as your requested . You stated for me to send you an e-mail and that you would follow-up with additional management  staff regarding the renewal  of my Teastmaster packet. However, I saw that read my e-mail but, you  didn't respond to any question (s) or statement presented So,  I 'm  checking the  status of my complaint. So, please respond back. You stated that all e-mail comes to you at [email protected]. I also cc you as well."FWD email to Service Rep Name - MODIFY RECORD... Service Rep Name02/10/2016 8:30:46 AM - She sent in a very long email outlining her concerns addressed to Sara. FWD to Sara and Steve.  - MODIFY RECORD... Service Rep Name02/04/2016 12:43:49 PM - Reprint Invoice Sent by Service Rep Name02/04/2016 12:42:55 PM - Called asking for Mr. Service Rep Name. Let her know that he is out today & asked if I could help. Told her she could have 20% off a ne pkg she said no & hung up - MODIFY RECORD... Service Rep Name02/03/2016 8:14:39 AM - Email Sent to employee email address removed From:... Service Rep Name02/03/2016 8:14:38 AM - Email Sent to employee email address removed - by Service Rep Name02/03/2016 8:14:31 AM - LM for Customer Name to call me.  discussed with PS and we decided to reaffirm that she does not qualify for PG due to reasons below.  we are going to offer her a 20% discount on a new study package.  if she is not happy with that, she is to send an email to [email protected] outlining her concerns.  do not give her any contact info for anyone specific, including names or emails of management. - MODIFY RECORD... Service Rep Name02/03/2016 7:28:56 AM - Email Sent to: employee email address removed From:... Service Rep Name02/03/2016 7:28:56 AM - Email Sent to employee email address removed - by Service Rep Name02/03/2016 7:28:35 AM - Called back this morning asking to speak to Steve's boss wanting to file a complaint about him told him there was no one above Steve. Told her to send email to info the whole time she was being vague on who she was would not give me her name until I called her on it asking if I was speaking to Customer Name. Told her sorry but there is nothing that can be done she does not meet PG guidelines. She would need to purchase an extension. Still insists on speaking to his boss and told her we have a supervisor than a manager and Steve is the manager. Said she would call back the whole time I felt as if I was on speaker or something as the phone connection was cutting in and out badly. - MODIFY RECORD... Service Rep Name02/02/2016 2:11:09 PM - she called and got me directly.  she expected to be under the PG... Service Rep Name and I reviewed her account...she does not qualify for PG...only did 4 exams...been almost three years since purchase...no contact with expert at all...she was not happy and hung up. - MODIFY RECORD... Service Rep Name02/02/2016 2:03:53 PM - Email Sent to: employee email address removed From:... Service Rep Name02/02/2016 2:03:51 PM - Email Sent to employee email address removed - by Service Rep Name02/02/2016 2:03:34 PM - Told her that standard rates apply she started very LOUDLY telling me that is not she was told when she ordered or spoke to Steve. She ended up hanging up on me saying she would call Steve herself.  - MODIFY RECORD... Service Rep Name02/02/2016 12:58:38 PM - Spoke to Steve and he said PG guidelines were to be followed. No free extensions. - MODIFY RECORD... Service Rep Name02/02/2016 7:30:57 AM - Sat for exam around june sometime she doesnt recall exact date and failed. Said she was informed by Steve at time of purchase that she would have access to materials until she passes and was never told she had requimrents for PG. Never spoke to consult and only took 3 of her TM exams and tested way outside of a year from purchase.  - MODIFY RECORD... Service Rep Name02/02/2016 7:21:46 AM - Called and vm. She called me back after I had left for day. - MODIFY RECORD... Service Rep Name02/01/2016 4:35:29 PM - Email Sent to: employee email address removed From:... Service Rep Name02/01/2016 4:35:28 PM - Email Sent to employee email address removed - by Service Rep Name02/01/2016 4:35:18 PM - Called in stated she has left VM for Sabrina with no call back. I have given her 10 days in TM as a courtesy .  - MODIFY RECORD... Service Rep Name02/01/2016 4:34:01 PM - Online Exam TestMASTER Expiration Updated from: 02/01/2016 to: 02/11/2016 updated by Service Rep Name02/01/2016 7:12:27 AM - Email Sent to: employee email address removed From:... Service Rep Name02/01/2016 7:12:27 AM - Email Sent to employee email address removed - by Service Rep Name02/01/2016 7:12:04 AM - States that she still has time in her account, can you follow up with her please? She left a message over the weekend. Thank you.  - MODIFY RECORD... Service Rep Name07/20/2015 10:57:36 AM - migrated her today and explained that she needs the dsm5 update.  she declined. - MODIFY RECORD... Service Rep Name07/20/2015 10:56:07 AM - Online Exam TestMASTER updated by Service Rep Name07/20/2015 10:56:07 AM - Online Exam Series ID Updated:235 updated by Service Rep Name07/20/2015 10:55:58 AM - Online Exam TestMASTER updated by Service Rep Name07/20/2015 10:55:53 AM - Account Program Activated by: Service Rep Name07/20/2015 10:55:45 AM - Add Online Program - by Service Rep Name07/20/2015 10:55:40 AM - MODIFY RECORD... Service Rep Name11/13/2013 9:54:20 AM - spoke with her and gave her invoice number and login instructions. - MODIFY RECORD... Service Rep Name11/13/2013 9:46:42 AM - Emailed Online Instructions ... Service Rep Name02/22/2013 9:45:53 AM - Rcvd call from Customer Name volume #2, pages falling out. - MODIFY RECORD... Service Rep Name02/08/2013 4:10:42 PM - Invoice Sent via Email by Service Rep Name02/08/2013 4:10:38 PM - Emailed Online Exam Instructions ... Service Rep Name02/08/2013 4:10:36 PM - Transaction ID#: Removed  - Debit Amount: $ 231.20 - Card Payment Processed by: Service Rep Name02/08/2013 4:10:36 PM - Card Payment Attempt Processed by: Service Rep Name02/08/2013 4:10:27 PM - Card Payment Attempt Processed by: Service Rep Name02/08/2013 4:10:27 PM - Sales Person SHINKLE - Added by: Service Rep Name02/08/2013 4:10:25 PM - Original Email Address: email address removed02/08/2013 4:10:25 PM - NSWPM-C     Due: 0.00  Paid Today: 231.20 PURCHASE... Service Rep NameAdded to Sales - 02/08/2013 4:07:51 PM - Service Rep NameUpon receiving this complaint we have inquired with Ms. D[redacted] as to when she is planning to take her licensing exam. Ms. D[redacted] is asking us to extend her limited time subscription i.e. “TestMASTER” the online mock exams.  Ms. D[redacted] stated she will be testing in June 2016.As a courtesy and an exception we have extended Ms. D[redacted]’ access to TestMASTER until 6/30/2016.Ms. D[redacted] is not satisfied.  She has indicated that she feels we should we extend our services in perpetuity with no limit.  This is not something we cannot ethically do in consideration of our other candidates who must follow the same protocol.Our Pass Guarantee is attached.Please contact me with any questions at the cell phone number listed below.Thank you for the opportunity to present you with the facts.J[redacted]J[redacted]Human Resources Manager/Office ManagerAssociation for Advanced Training in the Behavioral Sciences