Pinnacle Learning Institute

Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] ***

I can not afford this can I please get a refund this has increased my payments for my credit card and I will not be able to use itComplaint: [redacted] I am rejecting this response because:Sincerely, [redacted] ***

The client contacted us and signed into contract on June 15th, Before signing the contract, we spent several hours explaining to the client what program and services they were purchasingThe client was then required to read the entire contract and then check a box and type their initials confirming that they had read and understood the contract, services and the business day cancellation policySigning of the contract cannot be completed unless these boxes are checked and initials are recordedIt is also made clear what sort of time/effort commitment is required to manage a successful online business The client signed on for a four week coaching and online development plan so they could learn how to leverage the world of ecommerce for their own gains and successThe client was entitled to active coaching sessions and unlimited support through email and live chat while completing sessions and assignments that teach students how to manage an online business 6/15/– Established Contact - Welcome Call With Support Manager – The welcome call is designed to make sure the client has all necessary contact information and gets any lingering questions answeredThis call reviews the program and informs the client that affiliated groups may contact the client with optional services, depending upon their business goals or needsIt is made very clear that these companies and services are not for everyone and they are 100% optional 6/16/– First Business Coaching Session Completed 6/17/– Post Session Follow Up Call – The follow up call is designed to make sure the client's first sessions with their coach went wellThis call ensures that our teaching process and the client are going to work well togetherIf problems occur or the client is not happy with their first session, adjustments are madeNo concerns were delivered from the client during this callPraise was offered to Pinnacle and our staff 6/23/– Second Business Coaching Session Completed 7/1/- Left Message – Attempting to review account and schedule next session 7/7/- Left Message(s) – Attempting to review account and schedule next session 7/7/– Sent Email(s) - Attempting to review account and schedule next session 7/11/– Left Message – Attempting to review account and schedule next session 7/13/– Received Email – Client had some concerns over program 7/13/– Established Contact – Client was concerned with calls from other firms that offer additional servicesClient was scheduled with CRS manager to review concerns 7/14/– Established Contact – CRS Manager to review issues with client Client spoke with our CRS manager about their program concernsClient claimed that they did not wish to do this program and signed up thinking it was something elseAlso continued to voice displeasure with affiliated groups inquiring about additional service options Reminded the client that they joined our firm because of the services we offeredThe client had notified us of positive experiences with our staff and program to this point and signed on because our services were exactly what he needed to further his online goals Reviewed the clients account and made it known that, despite completing two coaching sessions and logging in a few times, the client had been pushing their sessions out, delaying their own successNo less than sessions should have been completed after a month into this programThe client had only completed two sessions to this point with spotty responses to our service departments requests at scheduling and general updates Reiterated that the two calls he received from our affiliated partners were for OPTIONAL services, as it had already been explained multiple timesAs the client did not require their services, contact from those firms ceased Informed the client of their rights within the contract and made offers of additional assistance if he was going to continue and actually work on the assignments with our coachesClient agreed to continue services and completed their 3rd session later in the dayClient was granted additional sessions as a complimentary upgrade 7/14/– Third Business Coaching Session Completed 7/18/– Fourth Business Coaching Session Completed 7/25/– Fifth Business Coaching Session Completed 8/1/– Sixth Business Coaching Session Completed 8/8/– Seventh Business Coaching Session Completed 8/17/– Received Email – Client Requested to Cancel Services Client did not voice dissatisfaction with the services after agreeing to continue their sessions with Pinnacle After running a full account review - The client's request to cancel came a week after their final session with a coachOverall, the client signed in to their program a total of days over the course of monthsThe total amount of logins, completed assignments in the electronic library system (of 10), and a request to cancel a week after their final active session would generally signify a lack of consistent effort on the client's end 9/6/– Established Contact – Coaching and Development reached out to client to offer further assistance with the client's programThe call was designed to remind the client that they have ongoing support and access to our associates as they continue their program and educationWe shared examples of successful students and what they had to do to reach their goalsClient was given an opportunity to consider our offers for additional support and continue working on their program, utilizing our support and experts for ongoing assistance We are committed to a solution that satisfies the client's needs and have presented the client with options that would allow for positive resolutionThe client joined Pinnacle because we had the resources and information needed to further their online goalsWe will continue our commitment to the client's success and satisfaction as long as the client is willing to work towards their successWe will continue to extend our resources to assist this client in reaching his goals

These questions will be addressed in the order they were received: How did they get my information, my name and cell phone number???? The only one I gave that information to was the business I signed up for online that had a day money back guaranteePlease have them answer that ONE question, because I could not get one person I spoke with to give me a straight answer to that one question HOW DID YOU GET MY PRIVATE CONTACT INFORMATION??? Was it sold to you??? And how was I to know this was not the same company -We are the online development office for Web Profit TeamWe provide services and resources beyond that of the self-learning aspect of the original program by offering potential students access to industry experts, materials, and resources that provide a more efficient, professional approach to online business setup to those seeking help Please have them send a copy of the email where they stated they tried to contact me on 8/17/16? Also, proof where I had done anything, programs, lessons, etc...on their website, because I haven't done one thing -The following email was sent to you by Rachel, with scheduling, to the email address on file*Personal information has been removed for posting August 17, 2016, 11:am To: [Client] From: [Training Team] "Hello [client name], I tried calling you today for our weekly proactive coaching session, but I was not able to get a hold of youPlease be sure to call a member of the advisory team using the number below so we can review your progress and determine which tasks need to be accomplished next: Advisory Team - 877-776-ext [redacted] is more important to me than your success as a business owner! If we don't meet on a consistent basis, it will become more difficult for you to make progress towards your goals which is a scenario we both want to avoidIf you are unable to meet at the appointed time, please let me know as quickly as possible so I can find a time that works for both of usIf you miss two of our scheduled appointments in a row, I will typically remove your name from my schedule until I hear from youThis is NOT meant as a punishment! I simply want to protect the coaching sessions you've purchased while ensuring that the time I have available is used efficientlyFeel free to email me directly or initiate a LIVE CHAT on the "Support" tab found within your libraryLooking forward to hearing from you! Thanks, Rachel Hours: M-F 8a-8p MST THIS ELECTRONIC MESSAGE, INCLUDING ANY ACCOMPANYING DOCUMENTS, IS CONFIDENTIAL and may contain information that is privileged and exempt from disclosure under applicable lawIf you are neither the intended recipient nor responsible for delivering the message to the intended recipient, please note that any dissemination, distribution, copying or the taking of any action in reliance upon the message is strictly prohibitedIf you have received this communication in error, please notify the sender immediatelyThank you." On 8/stating "I had in my possession of documentation, further verifying a difference between companies and services, for SEVERAL WEEKS before citing this issue." How is 8/2/- 8/10/several weeks???? -The program began on 8/2/and the first concern was not brought to our attention until 8/One of the first items in the services agreement declares that the agreement is, “entered into between Pinnacle Learning Institute and [the client's name].” The original welcome email and any subsequent emails between the client and her assigned account manager would also contain this informationAll emails are signature tagged for PinnacleThe name is also delivered during every introduction, by phone, with the client One last but very important question: Why when someone calls the number they list on the credit card statement is it not their company? It is a Mazda and Ford dealershipSomething is not right about this at all -We provide every client with accurate contact information for the service teams overseeing their projectThis information is given to the client verbally, through email, and through the original contractWe have verified that the correct information for the client's program had been verified and sent on multiple occasions In the instance of the credit card statement, our merchant credit card processor vendor listed our service number by an prefixThe number itself is correct but the prefix should be This issue has been address with the merchant provider and correctedThank you for brining it to our attention

Complaint: [redacted] I am rejecting this response because: When I emailed Max asking for a copy of my contract (since remember I'm suppose to have it in my possession for at least business days)...on 8/10/- I had someone else send it to me MrS***See all attachments above My question now is how could I have business days to read over my contract when once it was signed, it disappeared, I had to contact the company it self (see email above) to get a copy to readIs this another violation? Revdex.com - Please note everything I am sending you, the FTC Federal Trade Commission (my complaint Reference number [redacted] ) and PRC Privacy Rights Clearinghouse (my complaint reference number [redacted] -ID:0)And any other place or person I can warn and tell them about this scam of a companyI have not used ONE of their products at all!! Sincerely, [redacted]

All Pinnacle LI services come with a one time setup fee depending on the program the client signs intoThis fee covers the setup cost, resource cost, and training sessionsThe ongoing maintenance fee covers the unlimited live chat, phone, email support, and resource access that all clients are entitled toIn the event that we develop and/or host a website for a client, this fee covers that cost, as well There are no hidden fees with Pinnacle LI services as they are all discussed with the client prior to enacting the contract and they are listed, clearly, within the contractThe client must agree to these fees, within the contract, before services can begin Clients are not required to invest any additional funds while successfully completing our programAny additional investments are optional and are often paid to 3rd party firms for their servicesWe attempt to protect our clients from further investments by informing them of the optional nature of services and by providing them with a unique client identification number to prevent unwanted solicitations Pinnacle contracts guarantee that every client will be granted the necessary resources for successful program completion at no additional cost

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and I look forward to learning/using the additional tools being offered to me at no additional cost [redacted] is sincerely grateful for the assistance provided by Robert S [redacted] at Pinnacle LI I am currently reviewing the additional materials available to me Is it possible to use this final correspondence and remove all other correspondence prior to this solution? Thank youSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:The four sessions you supplied to walk me through the system, was only to the tip of the iceberg to be able to get this kind of business up and runningThere is absolutely no way I could have completed this program without further one on one helpThe multiple affiliates are the only way this program could have been completed with any successI was given the impression the $would get you up and runningInstead it was nothing more than a ruse to scam more money out of meI'm very disappointed but should have known better to listen to the smooth talking salesmenIt would be very interesting to know how many people have been ripped off for their $and we're not able to complete you're program to success without using any of the"affiliate" help Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I never received any voice mails or emails from you, so saying that you tried to contact me is questionable, at best And, I don't answer my phone, unless I know who is calling So, why is it that you don't want a client to know who is calling them? I stopped participating in the service, because I could see, that this was a less than honest company, in what was promised Their idea of success, is selling or items from your own home And asking you to make a video of your success, seemed stupid And, the only thing taught was how to sell on *** If I had known that, then I never would have signed up to do it Sincerely, [redacted]

Last attempts to reach client were on June 6th and 7th both via email and voice messageThe outreach attempt were made by Manager of the Client Success Division. Since that time we do not have any record of the client attempting to respond to the outreach
We understand that the client has not actively been utilizing the services and wants to discontinue the use of the hosting services
In accordance with our client satisfaction guarantee we are going to refund the client for the hosting fees of the last days
This will be processed in the next hours and should be reflected on the bank statement in 7-days

Client signed into contract on 4/06/
Services provided include but not limited to, unlimited access to - webinars, phone support and chat support, Proprietary software including Web site development, niche, pricing tools, search engine optimization etcThis is reiterated within the contract, the
welcome email sent and welcome call within the next business day with the Client Success Manager
The Client logged in and utilized the platform and its tools time during the first month of access
First of May the Client contacted his Client Success Manager (CSM) and indicated he was having challenges logging into the systemUpon review, The CSM reminded the Client that he needed to pay his recurring monthly fee for continued monthly accessClient indicated he didn’t know thisCSM accessed the clients signed contract to review if the monthly fee was a part of his signed contractUpon review it was confirmed that the contract does disclose the requirement of a monthly fee to maintain access to all of the tools and servicesIt is in fact stated different times within the contract(As a parts of Definitions, Terms and Fees)
Client communicated to the Client Success Manager that he did not have a copy of his contractThe CSM let the client know that she would mail the client a copy of his signed contractCall was concluded without any further needs indicated to the CSM
Upon receipt of the Clients claim that he was unaware of the recurring monthly fee, we took the additional steps to locate the recorded call between the Client and the Director that helped the client with his contractIt was reviewed it for quality assurance including verifying that the Director did disclose the monthly feeUpon review it was confirmed that it was communicated by the Director to Client as a part of the interaction(as is disclosed at the onset of each call, calls are recorded for quality assurance purposes) The contract was again reviewed, by the General Manager this time, to confirm fee disclosure and it was again verified that the clients signed contract did disclose the fee separate times within the contract
As is stated within the contract and in accordance with our guarantee of satisfaction and desire to assist each client in reaching their goals, we are committed to assisting the client and stand behind our guarantee of satisfactionWe will continue to provide additional resources to the client until satisfied at no additional cost to the client, beyond that of the monthly recurring feeOnce the client communicates he’s ready to resume, all resources will be at his disposal once again

Client signed into contract on 7/14/
Services provided include but not limited to weekly one on one coaching from a certified e commerce expert, unlimited access to - webinars, phone support and chat support, Proprietary software including Web site development, niche and pricing tools etc
This
was reiterated within the contract, the welcome email sent, welcome call within the next business day as well as several additional times during the time the client was active with his Coach and his Client Success Manager
Clients contract included one on one coaching sessions with his coachHis Coach and his Client success Manager provided the client with an additional session at no cost to the clientThis was done based on the client’s feedbackHe wasn’t progressing as fast as he thought and one reason was that his time and effort were less than committed due to his jobsProgress was slowed as the client was not able to complete the necessary work to identify possible niche and suppliersIt accordance with our guarantee of satisfaction and desire to assist the client in reaching their goals, the client was provided additional sessions at zero cost to the clientSo a total of session vs the in the contract
October 20th client expressed concerns that he was being charged for a service he was unaware of and wanted it cancelled the service associated with the chargeIt was communicated to the client that this is the recurring fee, per the contract, of $for website hosting and continues access to the website development softwareClient would not be able to complete the website development portion of the training and continue to refine the website over time without this access and hostingThis was all communicated verbally by his Business Development Director prior to the signing of the contract and again in the signed contract Client then retracted his wish and apologizedHe wanted to continueHis Coach was able get approval to postpone the recurring fee until the client had a website up and runningThis was done proactively by the Coach again due to the extended amount of time it was taking for the client to progressClient satisfaction always being the objective
The client met with his Coach times, accessed the software data base times, corresponded with his coach via email times, the client success team times via email and times on the phone over the course of time active
Last correspondence on 11/included the offer for the client to put his program on until he was able to allocate more time to the success of his programSince the time the of the hold status, the Client Success Team and Coach have not been notified by the client to resume active status
It accordance with our guarantee of satisfaction and desire to assist each client in reaching their goals, we are committed to assisting the client and stand behind our guarantee of satisfactionWe will continue to provide additional resources to the client until satisfied at no additional cost to the clientOnce the client communicates he’s ready to resume, all resources will be at his disposal once again

Complaint: ***I am rejecting this response because:
First and foremost I did not JOIN their companyI was contacted by Pinnacle IL stating - "I had signed up for this home online business."
How did they get my information, my name and cell phone number???? The only one I gave that information to was the business I signed up for online that had a day money back guaranteePlease have them answer that ONE question, because I could not get one person I spoke with to give me a straight answer to that one question
HOW DID YOU GET MY PRIVATE CONTACT INFORMATION??? Was it sold to you??? And how was I to know this was not the same company
Also, please have them send a copy of the email where they stated they tried to contact me on 8/17/16? Also, proof where I had done anything, programs, lessons, etc...on their website, because I haven't done one thing
And on 8/stating "I had in my possession of documentation, further verifying a difference between companies and services, for SEVERAL WEEKS before citing this issue." How is 8/2/- 8/10/several weeks????
One last but very important question: Why when someone calls the number they list on the credit card statement is it not their company? It is a Mazda and Ford dealershipSomething is not right about this at all
Sincerely,*** ***

This client signed into contract, with a partner, for an ecommerce training and marketing program on March 17th, Shortly after the clients enacted the contract, they began logging into our resource library and started their training sessions with an ecommerce expertDuring the signing of a
Pinnacle contract, clients are required to review and authorize the cancellation policyService agreements cannot be completed without specific review of the client's cancellation rights and entitlementsThis should make it impossible for the client's to miss or claim ignorance of said policyBecause of the limited availability of a personalized coaching program, every client is granted a day Right of Rescission before the ball gets rolling on their program and all sales become final.This client's initial cancellation request came outside of that timeframeAfter discussing the client's concerns, we attempted to reach a positive resolution by offering options that included additional, no-cost assistance, or the possibility of circumventing the cancellation policy and working with the clients to meet their closing needsUnfortunately, after trying to resolve the situation, this client chose to ignore all subsequent contact from Pinnacle and elected to disregard all of the policies they had initially agreed to.Recently, someone associated with this client's account has been logging into the resource library while speaking to our associates, againThis makes the above complaint a surprise to us as the this client's partner has been working, on good terms, with our team

Complaint: ***
I am rejecting this response because: I requested a copy of the contract I signed less than hours of signing the contract and the company deliberately withheld providing a copy to me until it was too late to meet their requirements of cancellation written into the contract even though the company knew my wishes to cancel the contract immediately. My wife and I logged into their so called library two times in the beginning of this process. They have also stated that someone "associated" with my wife and I have logged in recently to their library. That is an absolute fabrication. This company is deceitful and very unethical. I have consulted with the district attorney's office, and personal counsel and all of them are in agreement that a suit should be filed due to the deceitfulness of the company as they did not respond in a timely manner to my request for a copy of the contract.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: This company is lying in their response. It is very simple, we wished to get out of the program less than hours after we signed the contract and we made our wishes known. However, we asked for a copy of our contract to follow protocol of termination and did not get a copy of the contract until many days had passed since our repeated requests for a copy. This is unethical behavior for any company to prevent and deliberately withhold the information that was requested by me to terminate the contract.If the contract did not disappear once we signed it and was still available to us to read and refer back to if needed, the termination letter would have been sent via Fedx to their office in time according to their description in their contract. My wife and I had "1" minute session with one of their so called guidance/training professionals and we were so unimpressed with their program and knew that we overpaid for their program and wanted out. But this organization is so hard up for money, they did everything in their power to withhold the only tool we could have used to get out of the agreement.With that said, our only alternatives at this point is to either use arbitration or file a suit and as I previously mentioned, we have discussed both options with our attorney and the district attorney. Both agree that we have a solid case and encouraged us to follow through
Sincerely,
*** ***

Client signed into contract on 3/18/16Services provided include but not limited to, unlimited access to - webinars, phone support and chat support, Proprietary software including Web site development, niche, pricing tools, search engine optimization etcThis is reiterated within the contract, the
welcome email sent and welcome call within the next business day with the Client Success Manager.The Client logged in and utilized the platform and its tools times during the Proactive Stage of her program.April 22nd and upon completion of the weeks of one on one coaching, client expressed (to her Client Success Manager (CSM)) that she did not get as far as she hoped during her weeks while working with her coachCSM immediately provided client with additional weeks of one on one coaching at no additional cost to her so that she can make the progress she desired May 17th client left a VM with the billing department inquiring about a monthly chargeBilling department called client back same day and reached her voicemailClient and Billing exchanged VM again on the 18thMay 20tht client called left another VM and added that she wanted to cancel the recurring monthly membership fee that gives her access to all of the tools and resourcesThis was completed per her request on the May 20th Clients CSM did not receive any form of communication from the client even though the CSM had helped her with her past concerns.First of June the CSM Department Manager attempted to each the client via phone twice and additionally via email to ensure client was satisfiedClient did not respond to the outreach.CSM accessed the clients signed contract to review if the monthly fee was a part of the signed contractUpon review it was confirmed that the contract does disclose the requirement of a monthly fee to maintain access to all of the tools and servicesIt is in fact stated different times within the contract(As a parts of Definitions, Terms and Fees)Copy of contract was sent to client in April.As is stated within the contract and in accordance with our guarantee of satisfaction and desire to assist each client in reaching their goals, we are committed to assisting the client and stand behind our guarantee of satisfactionWe will continue to provide additional resources to the client until satisfied at no additional cost to the client, beyond that of the monthly recurring feeThis still holds true today and if the client has any unresolved needs, our Client Success Team is here to continue to support her in all ways possible.Thank you

The client signed into contract on August 8th, for a session ecommerce training and marketing programThis program included weeks of active ecommerce coaching with assistance from an industry expert, access to our extensive resource library, unlimited ongoing support and access to out
website builder softwarePrior to enacting the contract, the client spent several hours on the phone, via recorded line, with one of our representativesThis conversation covered why they were interested in starting an ecommerce business, what their online goals looked like, and what programs we offered that might assist the client in this business venture.At the conclusion of this conversation, the client was issued a services agreement to their emailAfter reviewing the contract, the client initialed and signed the services agreement, electronically, verifying an understanding of the services, pricing, and policies for their new Pinnacle LI programContracts are locked to a client's personal email address, are tracked and locked to their IP address, and are matched against the client's billing/AVS information to verify identity/authenticity before work begins.The client started their training program on August 10th, and concluded their active sessions on August 22nd, The client was also granted additional, complimentary sessions to further assist themThese sessions ran between August 24th, and January 12th, Pinnacle more than doubled the active services that the client paid for, per their original services agreement.The client made a request to cancel services on January 12th, Prior to this time, we did not receive and cancellation requests from the client, as claimed in the original complaintWhen we reached out to the client after their January 12th request, we learned that the client was struggling to retain the program information and wanted to restructure his learning program to focus on another avenue of ecommerce marketingWe obliged the client in their request and continued to assist them in their learningShortly after this conversation, our merchant informed us that the client had initiated a charge back on their program costThe client's credit firm/bank found in our favor and closed the charge back after responding to this dispute.The client is not entitled to any sort of credit or refund as the contracted services are completed, the client signed a contract which verified an understanding of the policies, pricing, and services, and the client has not followed the proper cancellation policies when closing their account with PinnacleDespite continued attempts at assistance, more than doubling the contracted services, and responding to a charge back from the client, we were still willing to continue working with this client towards their goals

This client joined out ecommerce marketing and training program on October 26th, 2016 for a 4 week coaching program that included access to our resource library, ongoing support, and access to our web builder application. Prior to enacting the contract, we spent several hours on the phone with the...

client reviewing their situation and online marketing goals. At the conclusion of this conversation the client determined that the program offered to her would be the best fit for reaching her goals and work began. As of November 18th, all contracted services were completed. The services provided to the client followed the conversation we had prior to signing into contract. The program was designed to suit the client's needs based on that initial conversation and train them on ecommerce marketing through the use of popular and cost effective resources like eBay. After concluding the active coaching sessions, the client was entitled to ongoing support and resources to further assist them in reaching the goals. Prior to the client filing official complaints/disputes, Pinnacle had not received any requests for additional assistance or learned of any issues regarding the services provided to this client.If the client was in need of additional assistance or was experiencing any problems with the service or resources that were provided, we would want to work with them directly to resolve such issues. To date, we have no record of speaking with the client or receiving any attempts at contact on the aforementioned dates in this complaint. We do everything possible to respond to any inbound voicemails, emails, live chats and support tickets so we can provide the best possible service for our clients.As with all Pinnacle services, there is a one time setup fee and an ongoing maintenance or access fee for our resource library and the ongoing unlimited support that the client is entitled to. This is clarified prior to beginning services and is also clarified in the client's services agreement.Pinnacle does work with select affiliate firms that may contact our clients regarding services that are not part of the original program. This is clarified both before and after we start a client's program. All additional services are optional in nature and are, in no way, required to successfully complete our course. Many of these services are sought after by our clients and they are often times seen as beneficial, but they are not necessary and we encourage clients to complete their initial programs to their satisfaction prior to investing in other services. There are 3rd party, unaffiliated, firms that have also contacted our clients in the past. For this reason, we request that all clients carefully consider who they're speaking with and remember that Pinnacle will provide all necessary tools and resources for successful completion of our program.

Client entered into contract on 1/29/16 and an initial payment was made of $1,500. Director and Client Success completed welcome calls and welcome emails. 
2/2 clients 3 recession period expired.
2/3 client emailed both the Director and  (CS)Client Success that  the funds...

for the remaining balance of her program had been released and funds were on the way. Client also indicated in the email that she has PayPal, eBay and Gmail set up as is needed prior to first call with her coach. 
On 2/8 funds for the remaining balance of $7,000 were received and payment in full was complete.
2/9 First coaching session scheduled
2/10 CS contacted client and assist her in logging into elibrary platform. Client was excited that she can use live chat and phone support in between her weekly one on one personal coaching with her coach.(both are unlimited) 
Client met with her coach for her initial one hour session. Coach gave client a course/training overview as is conducted with each new client so as to determine direction of training. Client expressed several different needs and conveyed that she has a lot of business experience.  Coach requested that client decide what direction she'd like to start on based on  her needs, her skill set and course overviews. Next call was scheduled for the following Wednesday. At that time the plan was to get into specific training based on clients decision. Coach sent recap of call and expectations set during the call to client immediately after the call.
2/11 Client communicated to CS that she really likes he coach but is concerned she is more advanced than our usual students. CS suggested she let her coach knows what her needs are. Coach will them help you with all of those needs. If you don't want to learn how to build a website you can start with how to market your current website and social media for example. 
2/12-15 Several email correspondence between client and Director based upon her being unsure what direction she should go and requested a refund.
2/15- 3/10 CRS associate contacted client to discuss concern. Client conveyed that the initial call with coach did not align with her needs. He let her know he would evaluate the program and ensure it will be adjusted to meet her specific wants and needs as is guaranteed by us as part of our client satisfaction guarantee. CRS associate has maintained contact and ongoing dialogue with client to date.
As a part of his ongoing communication and upon close review/undemanding of the clients  wants and needs,  the CRS associate let the client know that her current website is dynamic and full of good products but lacks what it now needs most.  Every search engine wants search engine optimization, contact and tagging that makes it search standard.  That is only the foundation. It also needs networking and connections made via social promotion an marketing. This and more are critical components to success in the ecommerce world. These are just a few examples of the information and education the client is lacking and will learn when working with the coach on a weekly basis as well as the unlimited use of online chat support, phone support and use of all proprietary software and webinars.
As is standard in our client satisfaction guarantee, we remain committed to the clients satisfaction and will continue to extend our resources until she is completely satisfied that she has learned all that is necessary to operate one or more e commerce businesses. We look forward to moving forward in doing so.