Prep At Home

The customer did contact me directly about the expiration of his electrical journeyman program Referring back to the enrollment spreadsheet which is used for customer contact notes, the customer was offered at the manager's discretion an extension of the program at no additional cost once he had his test scheduled so that he would have sufficient time to study This took place on 11/30/ He never called back Company policy states that all of our programs are active for months, most of our customers can complete their studies thoroughly in to weeks There are several reasons that this policy is in place Our programs are offered with a No Pass No Pay guarantee, therefore, they are consistently being updated and further researched by our team In order to provide our customers with the best program available we do set an expiration.The manager is willing to give an extension to use the program, as long as a test date is set

I spoke with *** on 1/29/and we agreed to send him a USB so that he can begin his studies again. He was told that he is to begin his studies as soon as possible, The program can be completed within to weeks if a student disciplines himself to study. We allow a month
period as a courtesy because most of our students are working long hours and may need additional time. *** was very thankful to have the opportunity to study with our software again

Complaint: ***
I am rejecting this response because:
Regards,
*** ***The software didn't say anything about it going to expire The seller didn't addres the main issue why I complained [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

Prep At HomeCase #: ***Consumer Info: *** *** *** *** ** ***Prep At Home Response: Prep At Home contacted *** *** via telephone to resolve the complaint *** explained that he was unable to install the program on his
computer The program is offered for a period of days due to the fact that it is consistently being updated to provide the very best for our customers However, since, *** never downloaded the program, it was decided to refund his money in full The check was mailed 5-17-with a tracking number Also, an email was sent to his email address to confirm that his money was refunded in full

Customer Service Representative contacted the customer to clarify what the customer was unhappy about It was his understanding that the company was offering an "online course" The software that we offer is "interactive" in that it provides our students with feedback as to how well they
are understanding and learning the material Customer Service Representative offered to provide the software be re-installed and also the ability to attend a seminar at no additional charge This is now a $value Due to time restraints, he preferred his money back The Refund Request has been emailed and is in process

Prep At HomeCase #: ***Consumer Info: ***, *** *** ** ** *** *** ** *** ###-###-#### ***Prep At Home Response:Representatives are trained to go through the day expiration, so that our customers are aware to begin their studies as soon as possible
However, since the customer indicated that he was unaware of the expiration, Prep At Home both called and left the customer voicemails, texted, and emailed him Our software does have an expiration date because we do continually make updates to it The HVAC software which was purchased by the customer has an overall result of about 90% passing rate if the student follows the direction and studies the material Therefore, the information on the software is quality, relevant information that will prepare a person for their examination if studied in combination with their books At this point, we have some larger HVAC companies consistently purchasing the software and sending their employees to our Seminars in OKC.The customer stated that the software is not what the tradesmen do in the field That is a correct statement, the examination is more book based so is the softwarePreparation is the key to success If someone does not pass their test and is truly studying, we reinstall the program at no additional charge to give them the opportunity to prepare some more Our goal is to provide the best quality software and service to our students The proper use of the software and discipline to study is entirely up to the student Most of our students can complete the program within or weeks if they make the commitment to do so

Prep At HomeCase #: ***Consumer Info: *** *** *** * *** ** *
*** *** ** *** ***There is a day expiration date on our software because it consistently is made better through more research, more thorough explanation of calculations, and many other ways In order to provide the best material possible we make corrections and updates The software itself has been consistently developed to provide great feedback for the student The Terms and Conditions is summarized as follows on the Cart prior to purchase:Terms & Conditions (Summary): Our software has a No-Pass-No-Pay-Guarantee, high success rate, and is a simulation program, not the actual state examinationThe materials provided are for your personal use and cannot be transferred by any meansThe program runs on any current Windows or Mac computer, with unlimited access for a 90-day period from the date of purchaseThe average study time for our customers is approximately weeksThis policy protects our software and encourages you to study and achieve your state license as quickly as possibleAny renewal of the program of the original product will be eligible at a discounted rate.As stated before, preparation is the key to success Once the program is purchased it is entirely up to the student to study

Prep At Home has attempted several times to contact the customer We have left voicemails and he has not acknowledged them If he contacts us we can further work with him

[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,
*** ***

Complaint: ***
I am rejecting this response because:I have never got a call or email from this company it's all lies
Regards,
*** ***[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Due to circumstances I will not be able to take my test until April 5. I can not have a set date for more than a month in advance. Furthermore, in regards to the the ( Message From Business:) I was not offered "an extension of the program at no additional cost" I was offered an extension for additional cost. Nor was informed of the policy until after purchase.  I will except the offer if the program is given to me March 23rd-April 5th. 
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

The customer did contact me directly about the expiration of his electrical journeyman program.  Referring back to the enrollment spreadsheet which is used for customer contact notes, the customer was offered at the manager's discretion an extension of the program at no additional cost once he...

had his test scheduled so that he would have sufficient time to study.  This took place on 11/30/15.  He never called back.  Company policy states that all of our programs are active for 3 months, most of our customers can complete their studies thoroughly in 2 to 3 weeks.  There are several reasons that this policy is in place.  Our programs are offered with a No Pass No Pay guarantee, therefore, they are consistently being updated and further researched by our team.  In order to provide our customers with the best program available we do set an expiration.The manager is willing to give an extension to use the program, as long as a test date is set.

The consumer may have the program during his time request due to the testing cirmcumstances.