HeartStarts, LLC

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Thank you for taking the time to speak with me last week. Before attempting to explain the reasons leading to this
unintended occurrence, I sincerely regret and apologize for the inconvenience and negative perceptions conveyed to this customer. I have read and reread the customer’s complaint and I have spoken with the instructor regarding this complaint as well. From analyzing both accounts, it appears to me the situation was recounted in a similar fashion by both. The differences reflect faulty communication and misunderstanding.The instructor stated he scheduled a Skills Check in between segments of another class he was teaching. He was unable to speak with the individual in person because the segment lasted longer than planned. He texted the customer but as he mentioned the number was his home phone number and he did not receive the text.As a routine practice, I consistently monitor student reviews. When the customer wrote an uncomplimentary review, I discussed the review with the instructor. He said it was a “misunderstanding" and “incorrect”; he offered to call the customer. I cannot speak to the tone of the call; the customer did retract the review as he stated. I have known this instructor for several years, and I do not believe there was any malintent or prejudice involved. Heart Starts has a diverse clientele with varying age groups and ethnicities; prejudices are simply not tolerated.While we cannot change what happened, we can certainly address and modify our mistakes. First, HeartStarts will not book Skills Checks in between class segments as there is obviously not enough time to give individual students the attention and time they deserve and are paying for. Second, the Instructor most certainly should have introduced himself and taken the time to speak with him in person; he was unable to speak in person because of the other class. This is not satisfactory by any means but it does explain why he did not. He was unreasonably rushed which had nothing to do with the customer. This unfortunate event is clearly a mistake on our end, and I apologize for this. I think the steps taken should eliminate any future occurrences of this nature.The Instructor did process a refund to the customer. Our records show his account was credited on July 21, 2017. Please know I deeply regret the negative feelings this customer experienced. I hope he will accept my apology and should he choose to renew his BLS certification in two years, we will provide the BLS Elearning course at no charge. I realize he does not wish to have any contact with us but I hope this will serve to assuage some of the negative feelings.Best regards,Dianne D***
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