Health & Safety Solutions, LLC

September 9th, 2016To Whom it May Concern;I received a letter via the USPS on 9/8/in regards to an incident that was reported to you in regards to *** *** and her refund for a professional CPR class that she was registered forI would like to provide you with the information you are
asking for and as to why she was not given a refund per her request and why she did not qualify for one upon her contacting me on 9/2/2016.*** registered for a professional CPR class on 8/16/for a class that was to be held on August 27th, at 9:00am in the *** *** of Somerset, which is one of my CPR locations train at monthlyThis class was being taught through my company in accordance with the guidelines for instruction only set by the American Heart AssociationThis class was titled "AHA BLS for HCP - Initial/Renewal." Upon her registering and paying for the class, which she did everything online, she acknowledged my terms and conditions checking a box that she read and understood them as well as checked a box stating to her to make sure she checks her SPAM folder of her email for any correspondence that might go there as well as any email correspondence sent to her for updates pertaining to the class as well as if the class was to be cancelledHere is the terms and conditions policy of my company that she checked off that she read and understood before the online registration would allow her to make a payment for the classThere is a section in the terms and conditions that applies to people that are registering for a bus trip, but I did not include that as that did not pertain to her registration.Here is the policy:Students who request refunds seven (7) working days prior to the first class meeting will receive a full refund minus a $cancelation feeNo refund of program fees will be made if the request is less than seven (7) working days before the start of the classIf you fail to cancel your registration seven (7) working days prior to the start of the class or fail to attend the class, your department or bill to sponsor will be invoiced accordinglyIf you need to transfer to another program, you may do so by following the same policy as refundsIf the other program is that of a different pricing, you may incur additional chargesIf you purchase a registration key for an online program, you are not eligible for a refundIf the program requires a student manual and you do not have one for the day(s) of the program, you may be asked to leave without a refundStudents that are late more than minutes after the start of the program will be asked to leave without a refund.If a student has already purchased any additional items that are not part of the program cost (i.etext book, CPR pocket mask), they are not entitled to a refund of those itemsIf your program was cancelled by us and you were informed by email and/or phone call, you must respond back within 2-days as to your decision on the information provided to youIf you do not respond back, your registration will be cancelled with no refund given!To cancel your registration, please call ***Please leave a message and your call will be returned as soon as possibleIf you emailed your refund or transfer and you are not provided with a prompt response, please call to verify your request went throughPlease make sure you still follow the time guidelines set above for any refund or transfer request either online or on the phone.If your program is cancelled, which a decision is normally made to days prior to the class start date, it is due to low enrollment or other for seen reasonIf this happens, you will be provided with optionsThose options are: - Get a full refund minus any additional items you purchased, - Transfer to another classroom course of the same type, or - Enroll into an online course (applies only to AHA BLS for HCP Programs), which is the same class you would take in classroom with the same card given and once completed you would have to travel to New Bloomfield in Perry County PA to complete your parts and of the course which is the skills sessionThe online course is convenient that you take it at your convenience from any computer, however, you still must complete the hands on session to get your card and you must travel for thatYou will be provided with these options in detail in an email sent to you with additional information and you must choose of them within days or your registration will be cancelled and no refund givenAny changes made after you choose one of the options above, the original terms and conditions for cancellations applies in the first section.This policy is subject to change without notice at any timeFor any email communication with HSS, check your SPAM folder as some emails may go there in regards to important messages and cancellations.On Thursday, August 25th, 2016, sent an email out to *** at 2:03pm that read the following:Hello:Your upcoming CPR course has been cancelled due to low enrollmentYou have the following options.1- Move you to another class in the area that will run soon or be placed into the same class at the same location for a future dateThis of course depends on when you need to be certifiedIf you want to do this option, follow the same instructions as you did to register and view my open enrollment courses to see what best works for you and let me knowPlease be open minded and look at all the other locations and not just the one you signed up for originallyIf you need your certification by a certain date, you may have to be open minded in traveling some to be certified.2- Place you and provide you with information for the online course, BLS Heartcode Online Part courseThis course is the same course that you would have taken in the classroom, however, you do it online and take your test online and once completed, you will be provided with a course completion certificate of the part section onlyYour certification card does not reflect how you took your course, but only the course nameSome people are told that they must take the classroom course only, however, there is no change from course to courseOnce you get your certificate, you must register to complete your parts and which are your hands on practice and test of your skills sessionTo do this, you will follow the instructions that I provide to you in the email send out on how to register for this online course and you must take your parts and in New Bloomfield, Perry County PA onlyI understand that this might be of some distance for you, but if you need your certification and you choose this option because it is convenient, then suggest you do not mind traveling to do your skills sessionYou must bring your certificate with you of your part and once completed of your skills session, everything will be submitted for a CPR cardAgain, further information is provided to you in an email if you choose this optionIf you need your certification by a certain date and you do not want to travel for the skills session, you may have to be open minded in traveling some to be certifiedThe location for your skills is a 2-hour drive or less from all of the current CPR locations.3- Refund your money without the cost of any materials that have already been sent to you that you purchased.Let me know what option you would like to doif you purchased a student manual and did not get it because you were to get it at class, it will be mailed to youIf you choose option 1, your registration will be transferred for youIf you choose option 2, you will be provided with an email on how to register for your online course and not pay for it as you already paid and upon registering for your online course, your confirmation email will give you the information on how to register for your skills sessionAlso, per the original terms and conditions that you agreed to, you must let me know within 2-days of this email on your decision and which option you choose from.I never received any phone calls or emails the day of the class wondering where the instructor was if she was there to take the class as plannedShe stated that she was on vacation and did not check her email until she got back, then that would mean that she was not even going to be at the classIf she did not get the email and showed up to the class, then a phone call would have been madeThis is another red flag that surprises me and thinks that my email was received earlier than what she stated.was contacted by her on Friday, 9/2/2016, days after my email was sent to her and days after the class was to be held stating to issue her a full refund immediatelyresponded back the same day stating to her that she was not entitled to a refund as she did not respond back to my email within days and that this was stated in the terms and conditions that she checked off when she registered stating that she read and understood them as well as in the email sent her canceling the class.I allow only days as a turnaround time for students to let me know their decision because in the past when I did not have this clause in my terms and conditions, had people take weeks to months to let me know and that holds other students up that are registered for the same class and for me moving on and closing the class out in my system with the registrationsThis has worked for other students that have been registered for the same type of class and their class was canceled due to low enrollment.She was provided with the information when she registered stating that the class may be canceled to days prior to the start date if there was low enrollment or other reason, check your email and SPAM folder in your email for any correspondence associated with the class such as a cancelation, as well as told the 2-day policy for letting me know a decision when the class was cancelled several timesShe was advised of this information up front and acknowledged this information before the registration system would allow her to proceed and make payment.I have a terms and conditions policy set with all my programs that run as well as additional check boxes to make it easier for the students to have this information up front, but when they either do not read the information and just check the boxes and do not check their email for appropriate correspondence, then it is the fault of the company and not the consumer they think and expect the company to bend over backwards for something of their own fault*** *** is not entitled to a refund of any amount and I stand behind my policies that they are there for a reasonI did highlight the sections in my terms and conditions as well as the section in the email sent her is already in bold for you as it is in bold when sent it out to the students.I hope that this settles the dispute and *** can understand that she was in the wrong for not following policies and procedures and if she does not follow them, then accept the consequencesShe needs to understand that a terms and conditions policy and acknowledgement box is there for a reason and many companies ask you to check this after you have read them and understand them.If you have any questions or need any other information, I would be more than happy to send you whatever else you may need.Thank You;Jeramy NEMT President & Director