Sky-High Support Services

August *, To whom it may concern: · ID NUMBER – [redacted] – [redacted] In reply to your email notifying us regarding the above complaintOn Monday August *, at approximately 1pm [redacted] arrived at the HeartStart Training offices located at [redacted] , to pick up her BLS for the Healthcare provider instructor book which she signed up for on July **, at 12:11p not as stated on the attached complaint [redacted] on her arrival spoke to Jorge M [redacted] , owner and COO for HeartStart Training Center MrM [redacted] explained to [redacted] exactly what her responsibilities would be as a BLS Instructor in training for HeartStart The responsibilities would include doing audits at any of our facilities, of which could be done in Glendale, Queens; Lower Manhattan, Morris Park, Bronx or Valley Stream The final audit must be done in Valley Stream To which she agreed Then stated to MrM [redacted] that she thought all she had to do was take the instructor class and she would be able to instruct classes the next day MrM [redacted] asked her if her protocol cards were current, she said yes She then stated that she wanted to instruct the HeartSaver CPR/AED (is non-medical or lay persons CPR) course, it was explained to [redacted] that in order to teach HeartSaver CPR/AED courses, which are different from the BLS course she would need to attend one class, again she agreed to these terms and instead of having [redacted] take another instructor class, we agreed to give her the HeartSaver CPR/AED instructor manual – paying cost $and also paying for the HeartSaver CPR/AED Class which she scheduled for August 7, at 1:30p*** [redacted] came into my office (which is adjacent to the lobby – where I heard the entire conversation between [redacted] and MrM [redacted] ) to process payment and give her the HeartSaver instructor manual She then left the officeAbout or so hours later [redacted] called the office and spoke to Rachelle D***, demanding a total refund for the BLS INSTRUCTOR COURSE, the HeartSaver Instructor manual and the HeartSaver CPR/AED course MrM [redacted] nor I were available to speak to [redacted] MsDenise took her name and number and stated either MrM [redacted] or Josephine would call her backI spoke to MrM [redacted] prior to calling [redacted] back Our company policy has a no refund policy – please see attached MrM [redacted] and I agreed to refund [redacted] $for the HeartSaver instructor manual and the HeartSaver CPR/AED course but not for the BLS Instructor class I contacted Ms Fontana personally to advise her of the above reimbursement To which she agreed I further explained to [redacted] that she is scheduled for the instructor class on August *, she can take the class, find an accepting Training Center (TC) to accept her, we would transfer her to that TC Again she agreed She was advised that she would need to return the HeartSaver Instructor manual intact and not opened on August *, and to bring the credit card she used for the purchases Again she agreedOn August *, 2016, [redacted] sent her “boyfriend” no name was given, for the FULL reimbursement, we were never notified she was sending someone nor did he give his name, including the BLS instructor course To which he was advised by my staff that the reimbursement was $ Said “boyfriend” became irate and hostile and started “speaking” in a loud voice to Rachelle D [redacted] and Mellissa Sherrock An instructor Renee Freeman, about feet from the location of “the boyfriend” came from her class, to see what the problem was There are attached statements from the three HeartStart Training Instructors regarding “the boyfriends” traitIn the complaint [redacted] made several errors Please note them below with corrections: · The date she registered is July **, NOT July **, as she stated, see registration page attached, · [redacted] stated she signed up for the CPR instructor course, when in fact she signed up for the BLS instructor course – please see the attached registration page (same as the first bullet mark), · When she stated there was no notice about audits or monitoring – please see attached, · [redacted] stated that I, Josephine, hung up on her is incorrect In fact, she hung up on me· Yesterday, [redacted] sent an email stating she was not coming to the instructor class as registered, and that she was going to the Revdex.com and Attorney General’s office, · [redacted] stated that she did not know about the ‘NO REFUND’ policy, when in fact this is also incorrect, in order to complete her registration, she must click on the Terms and Conditions to continue her registration, she would not have been able to register (see attached terms and conditions) · [redacted] further states that she did not know about the auditing/monitoring steps is incorrect It states it on our website, see attached circled, “be successful monitoring, teaching, a course by Training Center Faculty or Regional Faculty”(please see attached) Therefore, as per our company policy we will decline to reimburse [redacted] for her BLS instructor course [redacted] * [redacted] * [redacted] * [redacted] * [redacted] * [redacted] * [redacted] * [redacted] * [redacted] * [redacted] * [redacted] Sincerely yours, Josephine AA [redacted] , TCA, TCF Administrative Manager HeartStart Training [redacted] ***

Revdex.com:At this time, I have not been contacted by Heart Start Training regarding complaint ID ***.Sincerely,*** ***

Revdex.com:At this time, I have not been contacted by Heart Start Training regarding complaint ID ***.Sincerely,*** ***

August *, 2016 To whom it may concern: ·         ID NUMBER – [redacted] – [redacted] In reply to your email notifying us regarding the above complaint. On Monday August *, 2016 at approximately 1pm [redacted] arrived at the HeartStart Training offices...

located at [redacted], to pick up her BLS for the Healthcare provider instructor book which she signed up for on July **, 2016 at 12:11p not 7/**/16 as stated on the attached complaint. [redacted] on her arrival spoke to Jorge M[redacted], owner and COO for HeartStart Training Center.   Mr. M[redacted] explained to [redacted] exactly what her responsibilities would be as a BLS Instructor in training for HeartStart.  The responsibilities would include doing 3 audits at any of our facilities, 2 of which could be done in Glendale, Queens; Lower Manhattan, Morris Park, Bronx or Valley Stream.   The final audit must be done in Valley Stream.  To which she agreed.   Then stated to Mr. M[redacted] that she thought all she had to do was take the instructor class and she would be able to instruct classes the next day.   Mr. M[redacted] asked her if her protocol cards were current, she said yes.   She then stated that she wanted to instruct the HeartSaver CPR/AED (is non-medical or lay persons CPR) course, it was explained to [redacted] that in order to teach HeartSaver CPR/AED courses, which are different from the BLS course she would need to attend one class, again she agreed to these terms and instead of having [redacted] take another instructor class, we agreed to give her the HeartSaver CPR/AED instructor manual – paying cost $36 and also paying for the HeartSaver CPR/AED Class which she scheduled for August 7, 2016 at 1:30p. [redacted] came into my office (which is adjacent to the lobby – where I heard the entire conversation between [redacted] and Mr. M[redacted]) to process payment and give her the HeartSaver instructor manual.   She then left the office. About 2 or so hours later [redacted] called the office and spoke to Rachelle D[redacted], demanding a total refund for the BLS INSTRUCTOR COURSE, the HeartSaver Instructor manual and the HeartSaver CPR/AED course.   Mr. M[redacted] nor I were available to speak to [redacted].   Ms. Denise took her name and number and stated either Mr. M[redacted] or Josephine would call her back. I spoke to Mr. M[redacted] prior to calling [redacted] back.   Our company policy has a no refund policy – please see attached.   Mr. M[redacted] and I agreed to refund [redacted] $106 for the HeartSaver instructor manual and the HeartSaver CPR/AED course but not for the BLS Instructor class.   I contacted Ms.  Fontana personally to advise her of the above reimbursement.  To which she agreed.  I further explained to [redacted] that she is scheduled for the instructor class on August *, 2016 she can take the class, find an accepting Training Center (TC) to accept her, we would transfer her to that TC.  Again she agreed.  She was advised that she would need to return the HeartSaver Instructor manual intact and not opened on August *, 2016 and to bring the credit card she used for the purchases.  Again she agreed. On August *, 2016, [redacted] sent her “boyfriend” no name was given, for the FULL reimbursement, we were never notified she was sending someone nor did he give his name, including the BLS instructor course.  To which he was advised by my staff that the reimbursement was $106.   Said “boyfriend” became irate and hostile and started “speaking” in a loud voice to Rachelle D[redacted] and Mellissa Sherrock.  An instructor Renee Freeman, about 30 feet from the location of “the boyfriend” came from her class, to see what the problem was.  There are attached statements from the three HeartStart Training Instructors regarding “the boyfriends” trait. In the complaint [redacted] made several errors.  Please note them below with corrections: ·         The date she registered is July **, 2016 NOT July **, 2016 as she stated, see registration page attached, ·         [redacted] stated she signed up for the CPR instructor course, when in fact she signed up for the BLS instructor course – please see the attached registration page (same as the first bullet mark), ·         When she stated there was no notice about audits or monitoring – please see attached, ·         [redacted] stated that I, Josephine, hung up on her is incorrect.   In fact, she hung up on me. ·         Yesterday, [redacted] sent an email stating she was not coming to the instructor class as registered, and that she was going to the Revdex.com and Attorney General’s office, ·         [redacted] stated that she did not know about the ‘NO REFUND’ policy, when in fact this is also incorrect, in order to complete her registration, she must click on the Terms and Conditions to continue her registration, she would not have been able to register.  (see attached terms and conditions) ·         [redacted] further states that she did not know about the auditing/monitoring steps is incorrect.  It states it on our website, see attached circled, “be successful monitoring, teaching, a course by Training Center Faculty or Regional Faculty”. (please see attached) Therefore, as per our company policy we will decline to reimburse [redacted] for her BLS instructor course. [redacted]
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*         [redacted]   Sincerely yours,   Josephine A. A[redacted], TCA, TCF Administrative Manager HeartStart Training [redacted]