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Hurst Review Services Inc. is a provider of educational services to nursing students.  Hurst provides a review to students before they sit for their national licensure exam (NCLEX).  As part of our service we provide a money-back guarantee to students.  This...

money-back guarantee is subject to certain conditions that are explicitly explained to students before they register for our program.  Students register online and check a box to acknowledge that they have read and understand our guarantee.  That guarantee is on our website and can be found at the following web address:
 
http://www.hurstreview.com/about/hurst-guarantee/
 
For your convenience I have copied and pasted the information below.
 Hurst Guarantee
We guarantee that a student's first NCLEX® attempt will be successful if the student has completed either the Hurst Live, Online, or Classroom Video review in its entirety*, and attempts the NCLEX® within 3 months of graduation from a U.S. accredited school of nursing.
If such student is unsuccessful, Hurst will provide, at the student's choice, either:
<!--[if !supportLists]-->1.    <!--[endif]-->Our one-time 45-day remediation course which must be completed within 1 year of student's graduation date.OR
<!--[if !supportLists]-->2.    <!--[endif]-->A full refund. To receive a refund, student must:
<!--[if !supportLists]-->o   <!--[endif]-->Not have taken more than 2 reviews (Live, 90-Day online, or classroom video in any combination)
<!--[if !supportLists]-->o   <!--[endif]-->Notify Hurst within 2 weeks of receiving NCLEX® failure notice
<!--[if !supportLists]-->o   <!--[endif]-->Provide postmarked envelope of NCLEX® failure notice & candidate performance report (copy or actual)
<!--[if !supportLists]-->o   <!--[endif]-->Return all course material provided.
This policy will be strictly enforced. Hurst reserves the right to amend or change any policy at our sole discretion.
*  "its entirety” is defined as follows:
1. for the Live Review:
- Completion of all Specialty Area Online Lectures
- Completion of the available 6 Q-review exams for the RN program or 3 Q-review exams for the PN program
2. for the Online or Classroom Video:
- Completion of all Online Lectures
- Completion of the available 6 Q-review exams for the RN program or 3 Q-review exams for the PN program
The attached file shows the actual view the student sees and the box they check to acknowledge they understand the guarantee.
 
** was a student of Hurst Review Services. She contacted Hurst Review on 6/17/14 and notified [redacted] in our office that she was unsuccessful on the NCLEX. Our staff reviewed her account and noted that she did not meet the terms of the guarantee because she had not completed all six Q-Review exams.  She was offered the option of the 45-day remediation program.
 
As you can see from our guarantee qualifying students (students who complete the review in its entirety) can receive either money back or remediation.  I want to emphasize that this student did not meet the terms of our guarantee.  In an effort to assist her we made an exception and offered her our remediation program at no charge.  Our remediation coordinator worked with her and we have a total of seventeen email correspondences between our remediation coordinator and the student during the remediation process.  Below is the email whereby she instructed us to begin remediation. 
 
From:  [[email protected]] Sent: Tuesday, June 17, 2014 1:37 PMTo: [redacted]Subject: Re: Your NCLEX exam results
 
I would like to start today
 
 
The student was enrolled in the 45 day remediation program on that same day. While enrolled in the remediation program, she utilized the Hurst Review remedial materials and took the Q Review tests that remained available on her account. She accessed these materials from the dates of 6/18/14-7/27/14.  Hurst’s position is that we have honored the terms of service and the guarantee that the student acknowledged and agreed to when she signed up and we are under no further obligation to this student.
 
Please feel free to call my direct number at (601) [redacted] or email if you need additional information or documentation to resolve this complaint.
 
Warm regards,
 
[redacted]
CEO
Hurst Review Services Inc.