PCT Enterprises of Florida, LLC

Complaint: [redacted] I am rejecting this response because:We have not yet resolved the issueThe options were explained in a phone conversation yesterday and I indicated that we needed to talk about it further with [redacted] and would notify them as to our choice today The options are to get an additional refund of $or the $2,that they retained can still be used for four courses, to include study courses or tutoring and the contract would be extended indefinitely I responded by email earlier today that we are not interested in the additional study courses and would like the refund but I still feel that a compromise can be made on the amount refunded In lieu of a $refund, I made an offer to accept an additional $refund to consider the matter amicably settled I have not had a response yet Regards, [redacted]

It is our policy to discuss any Board of Nursing restrictions for the college options presented before students enroll with Achieve Test PrepThe Director of Admissions was given a documented warning for the error and could be terminated for such an offense if a pattern of non-compliance existsWe regret any inconvenience this caused the studentAs a practice, we re-cap this topic during an Important Information Session that students attend shortly after enrollingInformation regarding Board of Nursing restrictions is also available on each college's websiteAt this time we have outlined an alternative program plan, and the student has indicated that she is satisfied with this alternative and that she plans to proceedHowever, should she decide to withdraw, we would be taking into consideration our employee's error by making an exception to the standard cancellation policy through our appeals process

Achieve Test Prep offers positive support in all interactions with students to help them achieve their academic goals We are responsive to students' concerns and make it a priority to address all concerns in a timely manner At the time this student's transcripts were received, a call was immediately scheduled and held the next day to review them and discuss which classes in which she could immediately enroll This student had the option of enrolling in Achieve's classes before or after completing the other required prerequisites for which credit-by-examination is not available and must be taken with the college.When Achieve Test Prep was contacted by the student with scheduling concerns, we made several different recommendations to the student to help resolve her concerns We even offered to place her enrollment "on hold" until her work schedule became less demanding, and she could focus on her classes We believe we offer our students flexible class schedule options, which are available for viewing 24xbefore or after enrollment on our website (www.achievetestprep.com) In addition, although our students love to participate in our live virtual classes, if ever a student misses a class, we offer a recording of the missed class session.We will continue our attempts to connect with this student and work toward an amicable resolution

Complaint: [redacted] I am rejecting this response because: Yes, I was offered both options to finance or pay out of pocket I chose finance because I was told was guaranteed financing if my credit was or above and because I could not afford to pay out of pocketThe other programs they offered were more expensive and was not fast pace Regards, [redacted]

We understand that this student became frustrated when [redacted] State University (ISU) changed their policy of accepting credit-by-examination for English Composition for the LPN to BSN program and with the technical difficulties she experienced when attempting to register for ATP’s courses using her phone We also understand that she became frustrated when we advised during her education plan meeting to begin with prerequisite courses for ISU’s program instead of starting with other coursesHowever, we did respond and address these concerns in a timely mannerOur records show that the student had technology issues when attempting to use ATP’s student portal on her phone and that the issues were resolved when she logged in using her computer insteadAlso, we sent a simple swap form to this student for swapping into the prerequisite courses for no additional charge, but the student never signed and submitted the swap form We advised this student of ISU’s change of policy regarding English Composition even though all of the courses on her enrollment agreement are still being offered and are still eligible for credit-by-examination Shortly thereafter, the student contacted Academic Affairs and informed us that she wanted to switch from BSN courses to ASN courses A new enrollment agreement was generated and sent to this student for signature, and this updated enrollment agreement was never returned Instead, the student decided to withdraw from ATP’s program During our withdrawal meeting with the student, we agreed to postpone the withdrawal and take some time to search for additional college programs that may meet her needsAlthough we still believe either the ASN or BSN programs already outlined for the student are great options, the student has chosen to withdraw and we can finalize her request in accordance with the terms outlined in the enrollment agreement

We are sorry to hear that this student did not get approved by the credit union to which she applied for a loan; however, Achieve Test Prep does have guaranteed financing available that we have offered to the studentWe are happy to work with her to make sure we stay within her education budget Our contract provides a hour window to receive a complete refund of the deposit (less nominal application fee), but we also have a withdrawal clause that provides all students with a pro-rated financial obligation based on their participation in the programThere is no doubt that testing out of courses saves students time in achieving their degreeThe waiting period the student mentioned for clinical testing with Excelsior fluctuates, and there are ways to minimize the wait that we discuss with students when they get to that stage of their degree planWe agree that an excessive wait time is discouraging to students, but we have no control over Excelsior's policies and proceduresOnce the student indicated she was not happy with Excelsior’s policies, at no extra charge we researched and found other RN Bridge programs that she could attend and take advantage of her courses with Achieve Test Prep However, this student has requested to withdraw, and we are in the process of resolving her withdrawal in accordance with the terms outlined in her enrollment agreementWe hope that she will reconsider and let us help her get back on track to reaching her goals

At Achieve Test Prep, it is very important to us to help the
customer make the right decision before committing to the programWe
wholeheartedly believe in that concept and would never put a customer into a
program intentionally that was not right for them We regret that Ms
Murray is not satisfied with our response*** *** notes in her initial
complaint that she did have a discussion with her admissions representative
regarding the restrictions in the state of ***Whether or not she was
satisfied with the level of detail we provided to her before her enrollment is
outside of our control*** *** did have ample time to ask follow up
questions either before signing a contract with Achieve Test Prep, or
afterwards during our hour cancellation periodThe information is also
posted on *** ***’s website which is available hours a dayOur
admissions representatives are trained to thoroughly cover any state
restrictions before enrollment Again we regret that *** *** has not
been 100% satisfied with her experience at Achieve Test PrepShe purchased one
course and attended that course, and we believe that our offer to take a
different course for no additional charge is a fair resolution to this matter

We regret any frustration this student is experiencingThe contract terms and financing details are outlined in the enrollment agreement the student signedStudents have hours after signing to review the contract and ask any questions should they change their mind about enrollingOur Customer
Service Manager spoke with this student on 1/31/and confirmed that we do still offer a hanprogram to prepare students for the clinical portion of the programWe have outlined a plan to help her continue with her RN program

We try very hard to exceed the expectations of our customers, and we care deeply about their success. We keep great records and audit advisors regularly to confirm that we are providing the best possible customer service and accurate information to studentsThis does not mean that we never make mistakes, but rather that we have quality control procedures in place to help us ensure high quality service and help us resolve any identified issues effectively. However, even though our company’s culture revolves around our customers being our #priority, we reluctantly agree with the adage that it is impossible to make 100% of our customers happy 100% of the time. And we are truly sorry that we could not make this student happy despite our repeated efforts to resolve her concerns. We have given this student several options for continuing and for withdrawing, and we attempted to contact this student again 10/13/to resolve her withdrawalWe understand that she would prefer to resolve this matter in this forum, and we are sorry for her frustration Before responding directly to each of the questions outlined by this student, it is important to clarify that Achieve Test Prep is an independent company and does not have affiliations with any college. This is by choice as it gives us the freedom to help students by giving them honest advice about their college choices and not due to any agreement or arrangement with a particular college As requested, below are responses to each of this student’s questions: 1. Our investigation confirms that Catherine followed the proper procedures for enrolling this student 2. “Phase 1” and “Phase 2” are references we use to help students understand the order of courses that we suggest. Phase consists of pre-requisites, and phase consists of the rest of the courses that students can test out of. Although we do suggest starting with phase 1, it is not a requirement, and many students do take phase courses before completing all phase courses. 3. The cost of the ASN program is variable and depends on many factors including their payment plan and how many credits they need to satisfy to earn their degreeAchieve Test Prep only charges directly for our test prep programs and provides estimated costs for exam fees and college fees, which are subject to changeCost estimates are included in the quote we sent to this studentHow long a student takes to complete any program is dependent on their own progress, how many courses they need to satisfy the degree, and how many courses they take per semester. 4. The cost of the BSN program is variable and depends on many factors including their payment plan and how many credits they need to satisfy to earn their degree Achieve Test Prep only charges directly for our test prep programs, and provides estimated costs for exam fees and college fees which are subject to changeCost estimates are included in the student’s enrollment agreementHow long a student takes to complete any program is dependent on their own progress, how many courses they need to satisfy the degree, and how many courses they take per semester. 5. The student made her contractual payments based on the enrollment agreement and could have registered for any course on her enrollment agreement or swapped into any other course we offer by easily filling out a swap form. 6. When we had confirmed the ISU program changes and details, we sent an email to all students enrolled for the BSN program offering to attend an information meeting. During these meetings we discussed the exact changes and their potential impact to students, and included a forum to address specific questions from students. 7. Achieve Test Prep offered the prep course for the English Composition exam when the student enrolled, and Achieve Test Prep still offers the prep course for the English Composition exam. 8. We have not stopped offering any courses for any reason since this student enrolled. 9. I am not aware of any courses that Achieve Test Prep has ever stopped offering due to low pass ratesWe have absolutely not stopped offering any courses due to low pass rates since this student enrolled. 10. The student did not officially confirm her withdrawal during her appointmentShe was provided with several options and chose to hold off on confirming her withdrawal 11. We admit not reaching out to this student in the 6-day window promised after her withdrawal meetingWhile we regret this oversight, this small delay does not void our contractThe student could have easily reached out and received help as she had our customer service manager’s direct phone number and email as well as our toll free number, main email, and the opportunity to submit a request for support online or schedule an appointment with any manager at her convenience

We regret
that *** *** was not 100% satisfied with her ATP experience ATP provides the tools and resources needed to
pass each examWe cannot guarantee that every student will pass every exam the
first time; however, we do offer the Achieve Guarantee which states the
following: If
you attend and complete 85% of the ATP curriculum, follow
our academic advice and test within days of the course end date, then in the
event you are not successful on your first attempt at the exam, ATP will allow
you to retake the course and work under our Achieve test remediation
program for no additional chargeAs long as you have again met the outlined
requirements, if you are not successful on your 2nd attempt, ATP
will refund you the price of that examWe proudly display our average exam pass
rate on our website, which currently sits at 92%Our records show that we did
reach out to *** *** to provide Achieve assistanceAlthough we made
several contact attempts, *** *** did not continue to make her contractual
payments and did not invoke the withdraw clause in the contract*** ***’s
account was eventually sent to a third party collection companyProvisions in
the ATP enrollment agreement outline that 100% of the contracted amount is due
from *** *** because of the collections status and term length of the
contractDespite this fact, ATP offered to extend the full benefits of the
withdraw clause and allow her to break the contract at the lowest obligation
bracket listed plus a small collections removal feeAt this time, we have
contacted *** *** to again extend this offer. We believe this to be a
reasonable compromise given the nature of *** ***’s complaint and the status
of her account

This student signed a contract with Achieve Test Prep in January The agreement allows a hour grace period after signing to withdraw without any additional obligation under the contractWe expect all students to read the contract before signing, but there is ample time within the grace
period to review after signingThis student requested to withdraw in February after the hour grace period had expired, and she had attended New Student Orientation and Achieve 101, and she paid her remaining deposit according to the schedule outlined in her enrollment agreementAt Achieve Test Prep we understand that it is very important to the customer to completely understand the costs before enrolling, and this is why we outline the Achieve fees, the exam fees, and the college fees separately and have the customer initial next to each of themWe disagree with this student’s assessment of our program as a “glorified study group” as our unique program includes live courses taught by instructors, free materials, the Achieve tutoring program, the Achieve Guarantee, and additional resources We did attempt to address this student’s questions and concerns, and we posed alternatives to withdrawingThis student has already completed the withdrawal process, and we are confused about her claim that we refused to send written correspondence since we sent email confirmation of the withdrawal arrangements to this student as requested on 2/25/16, 4/27/13, and 5/13/

Complaint:
I am rejecting this response because:
when I signed up with Achievetestprep I was told that it was money back guaranteed and if I'm not satisfied I will get my money backand the rep that I talked to did not mention anything about me paying for cancellation .she even told me that I can cancel anytime without mentioning anything regarding fees and collectionThey misrepresented themselvesI was told that I will be graduating with an associate degree in months and even sooner if I take two classes at the time.Which s a complete lie I did not know at the time that I have to apply for a college excelsior) and be accepted before I can even talk about graduation and plus the college did not evaluated my credentialsthere was no way for them to know thatthey did not mention anything about me paying for my exam they are around $300-a pieceI found that out after calling them non-stop to figure out what was going on with the loan applicationThe loan application was not approved they offered e a 19-29% rate and also pay for my test and the $10-13k for college (xcelsior)which I said no I can not afford thatthen I was threaten with sending my name to collection and would not give me anything back from the $backhow can I save money when you are asking me to pay for something that I clearly said that I can not affordthey scammed me badly.
Regards,
*** ***

Customer service is a top priority at Achieve Test PrepIn the case of this particular customer, our advisor Dinesh spoke with her many different times via phone and email in an effort to resolve the issues the student was experiencingWe also worked to create a resolution that the student agreed
to and was seemingly content with until later interactions proved otherwiseWe regret any frustration this customer has experienced; however, she has admitted to our advisors that she has not read any documents sent to or signed by her, which seems to have resulted in the confusion upon wishing to withdrawWe are still working to reach the student and resolve this issue amicably, but recent attempts to reach her have failedWe are hoping to find a solution to this customer’s concerns and wish her nothing but the best in her future endeavors

Achieve Test Prep is an independent company that offers live classes with real instructors to help students pass standardized exams to earn college creditWe do not claim to be affiliated with any particular college or that our classes are required for any particular college programWe have
programs available for students attending hundreds of colleges across the country for various degree plansThis student signed up for an Lbridge program, and Achieve Test Prep offered a package of classes that the student is eligible to test out of with the *** College programThe student attended New Student Orientation, Achieve 101, and registered for Sociology and a Nursing classThis student initially requested to withdraw in October 2015, and our customer service manager handled the cancellation requestWe made several offers to the student to help resolve her questions and concerns, and the student ultimately decided at that time not to withdrawOur customer service manager followed up with the student several times in the following months, but the student did not respondThe student opened another request to cancel in May We regret that we were not able to resolve her request sooner, but our records show that we made every attempt to reach her in a timely manner for scheduled appointments, as well as to follow up when the student missed her appointmentsWe are still in the process of attempting to reach this student to resolve her cancellation request, and our customer service manager just reached out to her again and left a voice mail message

We regret any frustration this student experienced from a processing delay. This matter has been resolved, and the student will be continuing with Achieve Test Prep in the future when his schedule is more conduciveHe has advised us that he is now satisfied with the outcome

Our customer service manager has reached out to this customer, and we have offered a resolution that we hope eases her concernsIt’s important to note that this is not a typical cas, and that the majority of our students work in conjunction with a school that we have researched and known to accept
credits by examinationThis student told us prior to enrolling that she had cleared these classes with her collegeWe understand the inconvenience that this issue has caused the customer, and it is important to us that it's solved in a way that is accommodating to her

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Regards,
*** ***I can not agree to the terms that are set forth today in this email since I have not received an email from Romy outlining or confirming what we talked about over the phone yet

Enrollment with Achieve Test Prep is not sufficient to defer student loans since we are a test prep company not a college. Many of our students do receive deferments on loans once they enroll with their college of choice; however, this is subject to rules and regulations outside of Achieve
Test Prep’s control. We encourage all students to discuss eligibility for student loans and deferments with the college they are attendingThis student is in the process of withdrawing from her enrollment with Achieve Test Prep, has made arrangements pursuant to the withdrawal policy in the contract, and as of our response is current on payments to satisfy her contractual obligationAlthough we cannot control whether or not she is eligible to defer her loans, we are confident we can prepare her for college entrance exams such as the TEAS and to test out of college courses on her enrollment agreement, and we urge her to reconsider withdrawing. Our record shows that we did offer to modify her agreement to help her with lower monthly payments, and if she desires to continue, we can explore those options. And at no additional charge, we would be happy to help this student locate the best college to attend and help her navigate options regarding loan deferment

At Achieve Test Prep, we strive for 100% satisfaction with our customer service, and we regret that this student feels that she did not receive that from usThis student enrolled with Achieve Test Prep for our custom Degree Plan Report for a Bachelor's in Psychology and a package of test prep
classesIt does take some time to research and plan to ensure that the customer is matched with the proper college, is taking the correct courses, and is able to transfer as many previously earned credits as possibleThis process paired with some miscommunication and "phone tag" resulted in this customer not receiving her degree plan in a timely manner, and we apologize for any frustration this may have causedWe have been in contact with this customer, have presented her degree plan as promised, and have even offered some free classes to make up for her frustrationThe student ultimately chose to cancel, and we are working to resolve her cancellation in accordance with the contract terms

*** *** enrolled with Achieve Test Prep on 7/7/for a course packageThe enrollment agreement includes details for the payment of the deposit and scheduled monthly paymentsOur Academic Affairs and Student Services department attempted to contact *** *** on several occasions throughout
July, August, and September to welcome her to our program, help her register for her first courses, and answer any account related questions she may have*** *** reached out to her Director of Admissions to request that we delay starting her regular payments after she completed her depositThese types of requests are handled in our Student Services department, which was actively trying to make contact with *** ***Since she submitted the information to the incorrect department and did not respond to our contact attempts, the payments drafted as originally scheduled*** *** then requested to withdraw from her contractDuring conversations with the Student Services department, she requested a special exception to our standard withdrawal policy, which we took under reviewAchieve Test Prep attempted to contact *** *** on 12/1/to offer to refund her $(the amount of the payments that drafted after she made a request to her Director of Admissions to modify her payment schedule) and to offer to place her account on a delayed startUnfortunately, we did not make contact, and *** *** logged this complaint on 12/1/although ATP was not notified of it until 12/2/We have since reached *** *** and offered the $refund, and she has indicated that she accepts this resolutionWe are very sorry that *** *** feels she did not have a good experience with Achieve Test PrepShe has at this time chosen to withdraw, and we have sent her a confirmation of the terms of her withdrawal