Teaching Solutions

Revdex.com:At this time, I have not been contacted by Teaching Solutions regarding complaint ID [redacted].Sincerely,[redacted]

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 the matter has been resolved.
Sincerely,
[redacted]

I'm extremely sorry. Honestly, we had some email deliverability issues in July and first part of August due to our email service provider who's interface experienced software and server errors. (I...

guess that could be a Revdex.com issue in and of its own as we were unsatisfied with their services.) However, we took responsibility for this experience you had. We refunded you the day we saw this complaint. Since you ordered 2 products which amounted to 4 separate charges for $47 over 2 months, I refunded today on August [redacted]. I also followed up with an email to you informing you of this. While I wish you would have followed up again by email with the very likely probability that a message would get through a second time, I'm glad to be able to help get this fixed for you. Again, I'm super sorry. We try to make everything work perfectly, scramble and "pounce" on every client emails that are received by our help desk. However, I have to admit when we have thousands of clients enrolled in our program. It's possible that small issues may come up like this from time to time. Sometimes despite bending over backwards and going the extra mile for each client, we end up with situations like this that are out of our control. The important thing is that you gave us a second opportunity to respond and help you to your 100% satisfaction. This is the exact very thing you requested of me to resolve your request in your letter. Very sorry again. -------------------------------------------------- [redacted]
[redacted]

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 the matter has been resolved.
[redacted]Complaint AnalystMy name is...

[redacted], complaint ID #[redacted] .  Billing and refund complaint with Teaching Solutions.   Follow-up. On 2/**/16, I received an email from Teaching Solutions stating that my membership was cancelled and I will not be billed for any further Test Coaching Test Prep services.  Thank you. On 2/**/16, I received a second email stating that Teaching Solutions will issue a refund for the second charge of $47.00.   I was requesting a full refund (original 7 day trial charge $57.00 and second charge for $47.00, since I attempted to cancel immediately on 2/**, I am entitled to both amounts).  At this point I will settle for a refund for just the second charge as long as the membership is cancelled and NO further charges occur.  I received the refund for the $47.00 on 2/**/16.Thank you for your help with this issue. They were not responding to any of my emails. Hopefully my membership is truly cancelled and I do not receive another charge in a month.  Thank you again. 
Sincerely,
[redacted]

Revdex.com Complaint ID: [redacted]
Customer Name: [redacted]
Response required to resolve original complaint per Revdex.com letter dated August 2014.
My/our email address is listed on the website. Same as the email address the customer stated in their online submission. [redacted] ([redacted] of the company) or [redacted]
We have a full-time [redacted] so carefully checks and responds to all emails. As stated in previous letter, in the age of smart phones we often get messages not in complete sentences without customer name, email used to place the order or any other identifying info needed to look up a customer and help them. Often we request this info by email and do not get it, sometimes another partial message with some information, incomplete sentences we cannot connect to a previous inquiry days earlier.
The customer states they are “unsatisfied with the experience” for receiving the tutoring services and downloaded materials for free several weeks after they were downloaded online. I do not know if your exam date passed. However, 86% of our customers order 2-7 days before their exam date, very few ordering months before their testing date. I’m willing to give the customer the benefit of the doubt, but as my explanation above states how these types of misunderstanding can occur despite our best efforts and employing a full time [redacted] specifically assigned to each client.
More over, the email address you typed in your formal complaint contained a typo ([redacted] correct email address: [redacted] ). Perhaps this is could be another reason for email delivery issues. If there was a typo in something as important as your complaint, it’s entirely possible that’s the source of your lost emails. I’m not here to place blame, rather I’m here to help you.
I’m happy you received the downloaded materials for your exam and the monthly unlimited tutoring, test coaching and mentoring services and had the opportunity to consume them.
In my first message/reply I provided a “solution” to the customers concern and how to contact me and our management team.
Again, the customer asked for our email address and you stated this would close this complaint. Our email and contact us information is on the website and available to the public and the customer was also given a direct email to her assigned [redacted].
The customer can contact our [redacted] who has agreed to do a free private consultation to help the test taker pass their exam and discuss his concerns. Further, per the instructions provided if you contact me I will schedule a personal phone or in person meeting with a local school administrator who lives very near Fair Oaks, CA and could perhaps be a resource for you as you enter the education field. He will discuss your matter and find out the details of your “unsatisfied experience” to see what it is all about and find a reasonable solution for you.
If you don’t need any consulting help/tutoring to pass your exam due to your exam date passing and want to discuss a refund, you may contact these people just the same to provide you with a reasonable and mutually amicable solution. You may contact her at [redacted] (check for email typos before sending) or [redacted]
Regards,
[redacted] ([redacted]) and management team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I am fine with the response (I will discuss with the business further). However, I am not sure who to email to further discuss the issue. Please provide an email for me to contact you. If an email cannot be provided, then I would like a refund now.
In response to the letter, I am upset at the claims made about my honesty. I understand why it would seem like I am trying to get free study guides and tutoring, but I am honestly dissatisfied with my experience. Contrary to the belief of the company, my test date has not yet passed. I am not trying to scam the company in order to receive free study guides. I was not exaggerating. I tried to be as honest as possible and have every single email saved. Also, the only reason it took me so long to contact the company through Revdex.com was because I was busy trying to contact them through my own email account. I did not simply buy the program, and wait three weeks to contact the company. I tried my best to contact them on my own. I would be happy to show these emails to the company, as they cannot find them in their database. 
Also, I am not complaining about a lack of immediate "real time response" from the tutors, as the response claims. I am complaining about a lack of any response. I do not think my emails bounced, because I received a reply to my very first email, and after that, no response for my following emails to my tutor. I also sent four emails to [redacted] and three to [redacted] (one on 7/*/14, one on 7/**/14, and one on 7/**/14). I finally received a response on 7/**/14 saying my membership was cancelled after a couple weeks of emailing, but there was no response to my request for a refund.
I was not expecting "real time response" but I was expecting a response within a few days. Especially for the actual tutoring service, I didn't get any of my questions about test content answered during my trial week, leading to my request for a refund and cancellation.  I sent my emails for my tutor to [redacted]. I believe this is the correct email.
I would be happy to contact you regarding these issues but do not know how to contact you. Whenever I tried to contact the company through email, I did not receive proper responses.
Sincerely, 
[redacted] 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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 the matter has been resolved.
The business asked how this "needlessly become a Revdex.com" issue. It became a Revdex.com issue because after reaching them by email and receiving a response, they did not issue a refund for reasons quoted in the original complaint. Secondly, they are not providing advertised material. If that does not merit a Revdex.com complaint, then I do not know what does. I look forward to receiving my full refund.
Sincerely,
[redacted]

I’m extremely sorry you feel that way. You have been a monthly tutoring client since April of 2015. You were given the 7 day free trial to evaluate whether or not whether to continue with the paid tutoring service or cancel. As you...

mention in your letter, how the service is billed was clearly acknowledged from day #1. Surely, you did not take 5 months trying to cancel your 7 day free trial without anyone responding back to you and cancelling. The only possible reason for that is if an email is sent to the wrong email address or some technical glitch from your email server. That would be completely out of our control. I could not conceivably imaginee how that would happen in any other scenario for 5 months. It’s ironic that at the same time the U.S. mail system did not work. That is, we didn’t receive your complaint in a timely manner until we saw it online on the Revdex.com website and then followed-up with them so we could receive it and help you with this. That is why there was some delay in responding to you despite the fact we watch for such letters from the Revdex.com vigilantly resolve them to the satisfaction of the public. You must realize we help thousands of students pass their exam each year, so it’s possible like the U.S. mail service deliverability problem, sometimes email servers do not work properly or your email gets flagged for spam by Google or other email server before we even get a chance to see it and decide for ourselves whether it is spam or not. That doesn’t mean we’re not “on the ball” or not doing our job. 99.99% of the time we have no email issues and clients have an extremely successful experience with our products and services. We rely on “word of mouth” and an excellent reputation among the teacher/education schools at many universities and former clients for referrals. So the last thing we would do is avoid helping you and making you a happy client who passes her test and becomes successful. We have no incentive not to respond to your email. It’s highly unlikely all 17 Test Coaches on staff that serve for your specific exam would have ignored you for 5 months as you claim. There are only a few records of you using the service since you started in April. Seeing this complaint is a little old I will refund you for the last 60 days due to these facts and to reasonably resolve your complaint. Plus, your membership is cancelled today, August [redacted]. Honestly, we did have some email deliverability issues in late July through early August and were really embarrassed by it. It wasn’t until later we discovered our email server was over aggressive in blocking spam and 4 customers emails as well. However, that issue was long after the date of your complaint. We didn’t have any other complaints of issues of email deliverability before July of this year. Our server and email record shows no rejected emails during the time of your said email failures. However, you been a paid member since April 2015. This is first I’ve heard of your dissatisfaction with the program or your wish to cancel it. I show you weren’t charged for May due to credit card being declined. So you were not charged for that month of service. Since credit card numbers are purged from our system due to our merchant service provider rules for security and safety, I can only refund you back 60 days at the most. So I’m refunding you for your July and August bill. You’ll see a credit to your credit card account for 2 charges of $47 within 5 business days of August [redacted]. I’m terribly sorry. I refunded you for 2 months of the Test Coaching service and cancelled it so you do not get billed again. This is exactly what you asked for. This is exactly what I’m giving you to resolve this complaint to your satisfaction.

I too am concerned about such a situation that you described. Honestly, we took 20 minutes and never found the email(s) you stated you sent. There usually are technical reasons for...

non-deliverability of emails including the use of phones to send emails, emails marked as spam by email services before we even see it and there are many other possibilities for non-receipt of email. We have a waiting list to get into this test prep program. There is no incentive to not respond to your emails and/or process your request. In fact, we are actively working to release clients in the program who already passed their exam, so we can open enrollment and help more test takers such as yourself who need these services to succeed and pass your exam. The licensed nurses and teachers who operate the 7 Day Comprehensive Success System answer all emails 7 days per week. It’d be next to impossible if we received your email on our end and all 17 Test Coaches didn’t answer and process your request. Occasionally, we and email requesting “cancel” from an email address not associated with client’s order and without same customer name or info used in order. We request this information, but often do not get a reply or just get more partial (in texting style) info strung across numerous, different emails we aren’t able to string together. Sometimes we receive vague emails like “cancel” when cancel means to cancel the membership of one-on-one Test Coaching help services. For example, after one passes their test and no longer needs the services. Rare is there someone such as yourself requesting a refund for product and service ordered and received. However, I understand there was a misunderstanding of what the program is, so understand and will honor your request. I’m not saying this happened in your situation, but in helping over 11,000 clients pass their tests each year, you can imagine a few emails for whatever reason don’t make it to our inbox. Regarding the confusion about what you ordered. It is a Test Coaching, Tutoring and Mentoring service: One of our many practice tests is one of many important features and benefits of the 7 Day Comprehensive Success System test prep program including one-on-one test coaching, tutoring and mentoring by an experience expert in your specific exam. This what you signed up for, but are saying you don’t want, don’t want to pay for the products/services in this program and are requesting a refund for. The records show you were refunded already, so this satisfies your request. I’m deeply sorry for any misunderstandings or inconvenience. Can we set up a free session for you so we can walk you through everything that might have missed in this process? We have a licensed teacher and test coaching a city near your home town of Pasadena who also feels bad and wants to help you. Since our program is now full, it’s not possible to sign up again for the full 7 Day Comprehensive Success System. However, this special in person or phone meeting would just be free, pro-bono coaching session. Just contact us through the Help Desk listed on the website. We’ll get back to in 24 hours to set it up a free session to walk you through everything so you can see where the misunderstanding occurred.

Sorry. I'm not sure how this needlessly become a Revdex.com complaint. As one of the license science Texas teachers on staff, I'm not really following your info. As stated on the website if you're...

not satisfied with the materials you can get a refund. If you're not happy than neither are we. Today is March [redacted] and will submit the refund today. However, PLEASE allow 5 days for it to post to your account to confirm we refunded you. Sorry for the misunderstanding. If there is anything we can help you with please contact us by phone or help desk online. -Teaching Solutions Texas Science team

I'm terribly sorry for such a simple misunderstanding. We've done our best to communicate and find very reasonable considering the facts. These types of misunderstandings are common when clients navigate electronic interface like a websites we are not able to walk them through and explain one-on-one how everything works. Sometimes info is overlooked or content is misunderstood despite doing our best to communicate clearly and honestly. We help over 11,000 teacher certification and nurse licensure candidates succeed on their test each year. Providing these test prep services and products to so many clients each year over 15 years and working with a large number of people out of the general public means some people will have a misunderstanding. We can't meet everyone's expectations 100% of the time when working with thousands of customers each month, hence these types of complaints do come in periodically. To be honest we believe our test prep products are the most effective in helping clients pass. All our preparation materials are created by a team of credential teachers who passed your specific exam. However, the practice tests and study guides are not created for every created for every persons personal test prep needs. Some people in the general public need a more remedial course. Someone who has been a Physic professor with a PH.D. will think our materials to train you to pass a high school teacher's Physics certification test is too easy. However, our materials teach you the test and how to pass, despite such situations of one person needing remedial education on the subject or/or another being a Physics scientist. Yet, some people have failed their exam many times and come to our website and try our test prep materials. Despite failing so many times, they tell us they know the test better than our teams of certified teachers who actually passed their specific exam and teach this curriculum every day for years. You requested a refund for the test prep product immediately after you ordered. You made it clear to our staff by email you didn’t want to pay for our products/services. The 7 day trial of the test prep tutoring service called “Test Coaching” requires that you have purchased our original study guide. You requested and received a refund promptly. Sorry for the misunderstanding. Free evaluation period for additional services we offer is reserved for clients. That is people who are already customers and paid for the main product we offer. The “free trial” is on the Test Coaching and tutoring service, not on the main test prep product you purchased and requested a refund. Yes, we’re required to pay a license fee of $10 to the developers of the materials you downloaded the materials to your computer even if you decided to get a refund. We didn’t charge you a customer service fee for the time corresponding on multiple emails, investigating your requests and time processing your refund. The terms of service on our website do state about the refund minus the $10 fee for paying the license fee on the copyrighted intellectual property protected by US and International copyright, license and patent law at http://www.teachingsolutions.org/termsofservice. I realize such things like “Terms Of Service” and “Refund Policy” page are probably not the fir st thing read on a website. However, this is a fee we have to pay each time you download a proprietary study materials created by a contracted a team of ** credentialed educators who spent hundreds of hours writing the preparation materials. Again, you were refunded for your original purchase after you downloaded it and received very good/fair treatment by our client account manager. No more free materials, free evaluation periods on additional add-on services are granted/rendered after that/on that basis. We do have a Test Coach on staff located in [redacted] and [redacted]. One is a local school administrator. I will schedule for them to call you and discuss by phone or in person. You will just need to contact our client services account manager by the same email you used to request your refund after ordering. They feel extremely bad to have such a simple misunderstanding of the info we’ve done our best to display and clearly communicate on the website. They will walk you through anything you might have missed or misunderstood. You’ll see we can’t operate and help over 11,000 teacher credential candidates each year if this is a free to the public service, test coaching, tutoring and all our books are given away for free. We are a Christian organization that helps many teacher candidates. I appreciate you considering my explanation and your kind understanding. I hope you accept this letter in good faith. God bless you

Review: I bought a study program from them entitled business. It is advertised as "TExES Science 7-12 Comprehensive Success System" from their website: [redacted]. When I received their link to download the study book, this book is for TExES Science 8-12. This is a previous version of the TExES exam for secondary composite science. The current program is not what is described nor offered. It is also not up to date considering there have been revisions to the exam. Again, the Science 8-12 is the previous version of the exam. The product they have given me is outdated and does not match the description listed online. I asked for a refund, and this was their reply:

1.) The titles of the '7 Comprehensive Success Systems' closely match the titles of the actual tests. The confusion may be some '7 Comprehensive Success Systems' cover more than one exam.

2.) Avoid trying to match the correct '7 Day Comprehensive Success System' to the product number on the website. Most of the time the numbers on our website are our own internal numbering system. The numbering system does not apply to your specific test number.

3.) ONLY match your test name to approximate title of the product on our website to find the correct '7 Day Comprehensive Success System.'

There are no disclaimers on their website that say other to what their response in their e-mail was. Their second explanation makes little to no sense. How can one not expect to match the description of the product to the product as it is described? Secondly, there are no numbers to match from their product list. Simply, there are just test names to match to the study system.Desired Settlement: I would like a refund for this product. The product description does not match the product, and the product I was provided with is geared for a previous version of the exam.

Business

Response:

Sorry. I'm not sure how this needlessly become a Revdex.com complaint. As one of the license science Texas teachers on staff, I'm not really following your info. As stated on the website if you're not satisfied with the materials you can get a refund. If you're not happy than neither are we. Today is March [redacted] and will submit the refund today. However, PLEASE allow 5 days for it to post to your account to confirm we refunded you. Sorry for the misunderstanding. If there is anything we can help you with please contact us by phone or help desk online. -Teaching Solutions Texas Science team

Consumer

Response:

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 the matter has been resolved.The business asked how this "needlessly become a Revdex.com" issue. It became a Revdex.com issue because after reaching them by email and receiving a response, they did not issue a refund for reasons quoted in the original complaint. Secondly, they are not providing advertised material. If that does not merit a Revdex.com complaint, then I do not know what does. I look forward to receiving my full refund.

Sincerely,

Review: I purchased some test prep material from this company. A free trial of test coaching was offered for 7 days. The coaching fee would be waived if you canceled during that time. I emailed immediately on April **, 2015 to cancel the test coaching. I did not receive a response. I emailed two more times during the week to cancel the coaching and received an email on the 8th day, May *, that the test coaching was canceled. However, this cancellation happened only after I was already charged. I feel that my attempts to cancel were ignored and then addressed only after the free trial time period had elapsed5Desired Settlement: I would like my credit card refunded the $47 fee for the test coaching.

Business

Response:

I wish you would have sent us a follow up message by email or phone regarding this matter. Obviously, your email wasn’t received on our end and/or we didn’t understand your request. We would have happily honored your request if we were clear on your request and/or received your email. We do our best to avoid these types of oversights because they can happen in the world of emails and electronic communication. It is never our intention to miss your email. We would never ignore emails to cancel a service that would help you pass your exam and that your future career depends. Teaching Solutions is operated by real teachers, nurses, others from various professions and some of the top test prep consultants/trainers in the U.S. We help over 11,000 test takers succeed on their exam and reach their career/education goals each year. From over 11,000 clients we work with each years, it’s possible we miss one email out of 5,000. For technical reasons some emails aren’t delivered. There normally is a waiting list for Test Coaching, Tutoring and Mentoring. We put no time or resources into marketing. All our resources and time is invested in helping our current, registered member clients pass their test. Therefore, we rely on word of mouth referrals and recommendations from colleges and universities usually college of nursing and education. We would never do anything on purpose that would tarnish this trust and confidence in our products and services. There’s no incentive to deliberately miss your emails or ignore your request. The typical cause of this specific issue is 1.) Email doesn’t work perfectly. Some emails sent are never received. 2.) When we get an email to cancel tutoring services, we cancel it immediately so customer doesn’t get charged. Sometimes we get a second email stating “please cancel.” Sometimes we don’t realize the word “cancel’ is a refund request or that a client wants to cancel but already was charged for a test prep help service they ordered. 3.) Some people send an email from a different email they used in their order info without giving their name or anything else we can use to look up their order. We respond back asking for some identifiable info but never get a response or a set of partial info strung across numerous emails we aren’t able to string together. I’m not saying this what happened in your case, but how these situations can occur despite bending over backwards to help each client (even if they passed their test and no longer need our help). While I’m very regretful and sorry this happened an additional follow-up by you would have alerted us to this issue and we would have refunded you promptly. Sending your issue a complaint here has created an unnecessary and lengthy waiting period through this process. Today is June [redacted] and your Revdex.com complaint just crossed by desk (a month after a follow-up email could have been sent and we would have quickly helped you). I did try looking up your emails (we save all old emails for 2 years) to see what happened. It looks like we did not receive the email you stated was sent from your email account. I’m extremely sorry. I’m refunding the test coaching amount you said you cancelled. If I can do anything else for you to help you pass your upcoming exam please let me know. I’d be happy to schedule a one-on-one test coaching session with our senior test prep consultant for your specific test because I feel so bad this happened.

Consumer

Response:

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 the matter has been resolved.

Sincerely,

I used the Teaching Solutions NCLEX-RN book to get ready for the test and I passed with confidence. Their test help support is very good and the book covered all the material I needed to study for the test. The many NCLEX practice tests that they have helped me to be more comfortable with the material and testing format. I did use other books as well but the one from Teaching Solutions was one of my favorites of this test.

Review: Website, emails, and [redacted] invoice guarantee a 7 day free trial of their one-on-one, human, tutoring services. When info on how to start is requested (on the same day of sign up), the reply email (received 48 hours later) stated: "Sorry if there was anything in the written description and instructions to start Test Coaching, Tutoring and Mentoring that lead to confusion..." When I forwarded the email that stated I have a 7 day free trial, the exact same reply email came back 48 hours later.Desired Settlement: Honor their terms and promises. And once my wife takes the test, and potentially does not pass, a full refund as promised.

Business

Response:

Dear Revdex.com and Preparer,

In all respect and consideration, I'm extremely dismayed at this misunderstanding of what is a "business autoreply" and overlooking the "order confirmation" plus numerous follow-up emails that provided all this info at the risk of being redundant.

If you're new to using the internet or ordering online I totally respect that. We all started that way. With all due respect, you should know when you email most company's you get a courtesy reply that tells you "your email has been received and a repy will be coming in 24-48 hours."

All information about how Test Coaching works is given in your "order confirmatation" page, plus an "order confirmation email" that contains these same instructions i.e. "how to contact your test coach, how to cancel if you don't want tutoring services, etc." Further, we provide auto follow-up emails that contain this same exact information knowing many people during the order process do not read the instructions provided at the time of ordering.

You got a general auto-reply because you did not send your email to email address dedicated ONLY to customers (this info was in your order confirmation and follow-up emails you missed or did not read). The instructions given at the time ordering give you a phone number plus dedicated email address for your Test Coach team and account manager.

The email snippet you provided in your complaints shows you received apology for "your misunderstanding of how Test Coaching works and the written instructions" i.e. "how to contact your Test Coach" and was providing those instructions to you and trying to get you to read the information. In your complaint you seem to be turning that around that nobody is answering your email when you've provided a snippet of an email that is not autoreply, but rather the help you were asking for.

What I'm seeing is plain and obvious is that the order confirmation information was not seen, missed or not read at the time of ordering. The email version of the order confirmation with all these supposed "missing instructions" was not spotted immediately (nor did enough time pass to receive the follow-up auto-delivered emails that recap all this information).

Rather it appears you pinged our general email address (which is an email for the general public not the dedicated, priority service for client) in which you received a standard business auto reply aimed for general public inquiries. Receiving this auto reply made you feel frustrated so your next action was to contact the Revdex.com and file this complaint. Even if you missed the instructions on "order confirmation page" had you checked your email box 5-10 minutes after ordering you would have found an email that contained all the information you were seeking.

Had the "order confirmation" and instructions (provided immediately after the order) been seen and read you would have found the priority phone number and email address for your assigned Account Manager and got immediate help/instructions you miss explained over the phone to you step-by-step. Instead your solution to this issue was to contact the Revdex.com assuming your services were being withheld from you during your free week trial of our tutoring services because you did read the basic instructions provided.

I'm very troubled as I've been noticing this problem more and more frequently as people are ordering on smart phones with tiny screens and do not read what they are ordering nor instructions for how to use the product or services i.e. what phone number and email address are for clients vs. the general public. This does lead to these types of misunderstanding after ordering and trying to figure it out and being frustrated when it's after business hours and you can't get a hold of someone instantly by email in 'real time.'

I'm also the [redacted] responsible for programming the website, setting up these order confirmation instructions and follow-up emails. We test this each week and I know it works. If not we'd be bombared with hundreds of emails and calls that would alert us to this immediately (where it would be fixed in 3-5 minutes). Rather, the instructions provided immediately after your order are there, but must be read or it's very difficult to help clients or avoid unfortunate misunderstandings like these.

No company including would offer a free 7 days of tutoring services as a trial (non-paid services) or paid tutoring services and then withhold info on how to use or contact your tutor. There wouldn't be any economic incentive for that.

Test prep for an exam that determines if you can work in the field you're going to school for can be very stressful and small misunderstanding or lack of replies after hours in real time can feel like someone is not helping you as fast as you want. I can relate because I too took your exam and found it stressful. This is NOT a reason to make unreasonable claims, slanderous and unfounded statements about a company when you did not read the basic info provided nor get in instant message by email with this info.

I do not mean any disrespect. I'm sure you're a reasonable person. I appreciate your concerns, but I hope you can see it as it is a gross misunderstanding and we were not given a reasonable opportunity to help you before you filed this Revdex.com complaint through their internet submission form.

One of our Test Coaches who tutor test takers for your exam lives very close to your city. Can we schedule a meeting to provide you with some additional services and time dedicated to helping you succeed on your exam? If so please email or call the dedicated contact info provided for our clients and I'll see this gets set up immediately. That's the least I can do as I feel very bad situations like this occur during the extreme stress of test prep and taking a difficult exam in which your career depends.

I see when you submitted your online submission to the Revdex.com you listed your email as anonymous: [redacted] and invalid phone number [redacted]. Further, the contact information you provided in your order is also erroneous. This is another obstacle that prevents us from helping you and communicating effectively with you. Can you please update me so I can call you?

Review: I ordered the Test Prep Services to help study for the Praxis 2. The study material came with a free trial for their coaching services. Because my test was the next day, I never used the services and promptly emailed to cancel the coaching services, as directed. I sent the first email on August *, 2015 at 8:55 pm EST, before the free trial ran out; yet, I was charged $47 on August **, 2015. I then sent another email to cancel on September *, 2015 at 9:58 am EST, yet was charged another $47. Both times I received an automated email saying that my email was received and the company would look into the issue with 24-48 hours. Even though these automated response emails did not go to my spam folder, I continually check my inbox and spam folder for a response. After no response from, the bank gave me a phone number to call. When I called the phone number, I received an automated response that said the company does not have any customer service representatives to answer phones and any voice messages would not be checked or returned. I then sent a third email on September **, 2015 at 3:35 EST, yet was charged $47 again on October **, 2015. Each email was sent from the email I used to register and contained my full name. The last email contained my full name, a contact phone number for me (in case they had any questions), and the last four digits of the credit card being charged. Each message clearly stated that I wanted to cancel the services and wanted a refund.Desired Settlement: I would like a refund of $141 ($47 for three months)

Consumer

Response:

At this time, I have not been contacted by Teaching Solutions regarding complaint ID [redacted].Sincerely,[redacted]

Business

Response:

We have a client services help desk and you have an assigned account manager. Therefore, I can’t imagine how we did not receive your emails for months as you state. My wife who is a principal of a school is your assigned account manager. This is the only email address given to you. She is extremely diligent in her task of cancelling services of clients in our program. I’m extremely perplexed how we would not receive your emails for 3 months as you describe. Our customers engage our tutoring services, pass their test and request cancellation of their membership daily. It is part of our normal course of operations. Very rarely do we do we find someone has sent us email and we did not receive it. We are very focused on avoiding these types of issues. We serve the education departments of several colleges and universities. We maintain an excellent reputation as educators and tutoring services to our community of teachers. We would never deliberately not answer your email. In fact, our tutoring program is always full and are always encouraging clients to close their membership if they are using so we can serve new clients who desperately need our test prep help. So we have no incentive not to answer your email or cancel your services. Honestly, this happened to 2 clients last year. Later we found they were sending emails to an email address that is not ours and confused us with a different company. Another person sent emails without any last name or order information that would have allowed us to look up their order and help them. I’m not saying this happened in your case, but that’s a common reason how emails deliverability issues and missed communications occur. We do not have any spam filter to avoid such issues from occurring. Seeing that we receive and process many emails each day, week and month we are very troubled to hear this. I can’t image how this could possibly occur month after month as you describe. If you ended up not using the services during the month’s you engaged our services, I can understand why you would want a refund after all these months. I just refunded you for your October’s. Now going back to August and September will require that you make special arrangements because our merchant service provider for Master [redacted] will not allow us to refund back 90 days nor do we have your credit card info to refund you. So to refund you back further, please contact your account manager at [redacted] to discuss how this may be completed. As you can understand it has been over 120 days since your first billing for our test prep tutoring services. (For your security we do not hold on to your credit card information nor doe[redacted] regulations allow us to. Per our contract with [redacted] we are not allowed to send checks if you purchased online.) So please contact us to make arrangements. NOTE: We had a technical team at our email service do a comprehensive diagnostic of our email system and help desk. We report of system and server detailed we are not experiencing any email issues for the last 180 days or now that would prevent us from receiving your email. Therefore, we will respond promptly when you contact us with your full name and basic order info so we can look up your order. Again, very sorry. Our response clearly states we are resolving it for you in the way you requested. Therefore, should close this out.

Review: I order some study material from this company. I was notified by email that a 7-day trial for test coaching was expiring, and if I did not cancel the service they would begin billing by credit card monthly ($47.00). I replied to the email, as requested, however, I was still billed. Fearing I did something wrong, I sent subsequent emails requesting cancelation, following the directions they supplied. After each request, I received an auto-reply letting me know they received my request, but never any subsequent correspondence from them. I have been billed, yet again.Desired Settlement: Refund and confirmation that this has been canceled.

Business

Response:

I'm extremely sorry. Honestly, we had some email deliverability issues in July and first part of August due to our email service provider who's interface experienced software and server errors. (I guess that could be a Revdex.com issue in and of its own as we were unsatisfied with their services.) However, we took responsibility for this experience you had. We refunded you the day we saw this complaint. Since you ordered 2 products which amounted to 4 separate charges for $47 over 2 months, I refunded today on August [redacted]. I also followed up with an email to you informing you of this. While I wish you would have followed up again by email with the very likely probability that a message would get through a second time, I'm glad to be able to help get this fixed for you. Again, I'm super sorry. We try to make everything work perfectly, scramble and "pounce" on every client emails that are received by our help desk. However, I have to admit when we have thousands of clients enrolled in our program. It's possible that small issues may come up like this from time to time. Sometimes despite bending over backwards and going the extra mile for each client, we end up with situations like this that are out of our control. The important thing is that you gave us a second opportunity to respond and help you to your 100% satisfaction. This is the exact very thing you requested of me to resolve your request in your letter. Very sorry again. -------------------------------------------------- [redacted]

Review: I ordered a study guide for a teacher exam (FTCE) for $57. The product was not as described, had errors in the product (ex. Incorrect placement of Abraham Lincoln as president), and left out key components of the FTCE exam (according to the Fl Dept of Education website which administers the exam). I sent a refund request to the company for the 100% money back guarantee, told them of the errors I had found, and stated that I did not feel comfortable using their product as a study guide because of the errors and discrepancies found within. I was told I could have a refund, LESS a $10 fee. There was never any mention of a fee for the product, only the continuous claim that if you are not 100% satisfied then your money would be refunded. I have made three attempts to contact the company and now receive no reply. I have received a refund of $47 but want the entire amount returned. I am also reporting this company to the Dept of Education because I feel it is a fraud and not beneficial to anyone studying for this exam.Desired Settlement: I would like the $10 fee refunded to me. I feel this is the way this company is making money...only refunding part of the fee despite their so called 100% money back guarantee.

Business

Response:

Dear Revdex.com and Respected Client:

I deeply respect your view to not contact our company directly to resolve what I see as a simple misunderstanding. We could have quickly cleared-up the issue for you long before this Revdex.com letter crossed my desk.

I'm a certified teacher in FL who lives in your specific area. I'm in charge of responding personally to clients by email and even arranging a personal phone call if you contact our company.

I'm here to help you. I'm very reasonable and understanding. There is no need for there to be such a gross misunderstanding of normal business practices and standard pricing for a book or tutoring service.

Further, we employ a full time client services manager to assist with these types of misunderstandings. You were provided with a personal account manager to help each client. However, to avoid these types of misunderstandings you must read what you’re ordering before purchasing, so you do not make a complaint based on something we clearly said is not part of our product and service or our money back guarantee.

1.) I’m extremely sorry if there was anything in the description of the tutoring services or tudy guide that was confusing.

-There is a lot to read on the website. (I understand in some cases it isn’t practical to spend that much time to read all the details or efficiently pick out only the details which may be most important to you. This can result in misunderstandings later.)

2.) However, the website's "Terms of Service" clearly states you can get a refund if you're not satisifed, even if you passed your test, don't feel satisfied with your purchase or your test date passed and don't need it anymore. It also says, we refund your entire purchase minus a $10 customer serivice fee.

Why? The 'Terms of Service' go on to explain it's because you downloaded copyrighted materials to your computer (they require a small license fee to be paid to the legal license and copyright holder). Plus client services processing by our staff.

-As you know, the materials automatically download and open at the time of purchase. These materials are copyrighted and by law require you pay an access fee.

-We are teachers and nurses who do not make any money or profit in this test prep organization. However, we have some basic administrative costs to cover (e.g. paying the legal license fee on the materials you accessed from your computer online).

-In the 14 years we've been in business our products and services have never advertised free to public.

-Processing and customer service fees are standard for requesting services be done on your behalf by a company. (This is not hidden on our website, is a normal part of standard business practice and only a very small fee.)

3.) I don't think it's fair to make complaints on features of our product we clearly stated are not part of our product or service (or assume one book will have everything every individual test taker make think they need).

4.) If a book was ordered and a customer finds they are not satisfied with it the normal procedure (like at [redacted]) is to return the book. We allow you to do this even though you downloaded and copied on to your computer. We gave you a refund promptly and courtesly. Maybe you deleted it because you don't need it or want it anymore. That is fine. However, there is no need to make outrageous claims if you felt a study book you downloaded to your computer did not meet your personal test prep needs or felt you needed to get more supplement materials to prepare.

5.) You signed up for a complete test prep system with test coaching and tutoring services. The book you complained about is only a tiny part of the entire program or rather part of your order confirmation.

If you waited until day #2 for the other materials to follow and used the Test Coaching (what our program really is), I'm sure you would have been very happy. I'm very sad the entire program wasn't understood at all from the beginning and we didn't get the opportunity to clear it up for you on day #1.

-I understand this can lead to not having all expectations met or not getting exactly what you believed the product and service to be.

-When my wife and I took our teacher certification exams we used many different books. We too wouldn't be able to prepare for a teacher certification exam and a career as a teacher with only one simple book.

When we took our teacher certification exams we never assumed one guide would review every possible body of knowledge and factoid which may have been covered over 4 years of college or pop up on a difficult exam what is known to have esoteric questions and content.

6.) If you believe something was missing and you needed more of something to help you prepare, that is understood and not at issue. No book or study guide in the bookstore is a "one size fits all" solution for everyone. Again, you cancelled your membership before it even begun and didn't wait to receive day #2 of the course nor the one on one test tutoring and coaching help that's included.

Again, I do not think it's fair that you draw conclusions after on getting the first 5% of the program you ordered.

7.) I’m required to pay a authors/license holder/publishing house who owns the copyright your license fee you paid to download the study guide. I can also forward you there phone number and address if you want to escalate this to them. We are legally bound to pay these license fees.

8.) If you had any difficulty accessing the study guide or connecting with your test coach/tutoring I can certainly help facilitate and help you get both in 5 minutes.

9.) I will give you 2 weeks of free Test Coaching and tutoring online despite the fact we already refunded you minus the customer service/legal license fee for downloading the materials. (This will represent over 2 hours of certified teacher time one on one to help you with your test prep passing your exam.)

Again, please contact our Client Services department if you need any further assistance.

I'm sure you're a reasonable person. You can see the constraints under which we work to provide this non-profit test prep program to people. If you would like to download the study guide and other materials you did not get after you cancelled and got your refund, I’ll be more than happy to help you personally.

If I can be of any further assistance I can be contacted directly at the same email address you saw on your order receipt where it also explained most of information I wrote above: [redacted].

I’ll be happy to have a personal conference call with you by phone at your convenience to further assist you.

Regards,

Review: This company failed to honor their guarantee (on their website) to refund paid amount if unsatisfied with product. They falsely advertised for testing materials. After purchasing and downloading the material from website, I discovered the materials did not meet expectation, and I immediately requested a refund within 10 minutes of downloading the product. I followed channels multiple times without response, and continued to receive advertising emails, but nothing regarding my refund request. Additionally, I requested to not be charged a monthly fee for unwanted support services, in which I am being billed for. I requested this IMMEDIATELY AFTER receiving the email which gave the directive to notify via email if I did not wish to continue billing after "trial period". There is no live person to speak to and all methods of communication are not returned.Desired Settlement: I would like my initial purchase refunded and all other charges that were assessed by this company thereafter.

Business

Response:

I too am concerned about such a situation that you described. Honestly, we took 20 minutes and never found the email(s) you stated you sent. There usually are technical reasons for non-deliverability of emails including the use of phones to send emails, emails marked as spam by email services before we even see it and there are many other possibilities for non-receipt of email. We have a waiting list to get into this test prep program. There is no incentive to not respond to your emails and/or process your request. In fact, we are actively working to release clients in the program who already passed their exam, so we can open enrollment and help more test takers such as yourself who need these services to succeed and pass your exam. The licensed nurses and teachers who operate the 7 Day Comprehensive Success System answer all emails 7 days per week. It’d be next to impossible if we received your email on our end and all 17 Test Coaches didn’t answer and process your request. Occasionally, we and email requesting “cancel” from an email address not associated with client’s order and without same customer name or info used in order. We request this information, but often do not get a reply or just get more partial (in texting style) info strung across numerous, different emails we aren’t able to string together. Sometimes we receive vague emails like “cancel” when cancel means to cancel the membership of one-on-one Test Coaching help services. For example, after one passes their test and no longer needs the services. Rare is there someone such as yourself requesting a refund for product and service ordered and received. However, I understand there was a misunderstanding of what the program is, so understand and will honor your request. I’m not saying this happened in your situation, but in helping over 11,000 clients pass their tests each year, you can imagine a few emails for whatever reason don’t make it to our inbox. Regarding the confusion about what you ordered. It is a Test Coaching, Tutoring and Mentoring service: One of our many practice tests is one of many important features and benefits of the 7 Day Comprehensive Success System test prep program including one-on-one test coaching, tutoring and mentoring by an experience expert in your specific exam. This what you signed up for, but are saying you don’t want, don’t want to pay for the products/services in this program and are requesting a refund for. The records show you were refunded already, so this satisfies your request. I’m deeply sorry for any misunderstandings or inconvenience. Can we set up a free session for you so we can walk you through everything that might have missed in this process? We have a licensed teacher and test coaching a city near your home town of Pasadena who also feels bad and wants to help you. Since our program is now full, it’s not possible to sign up again for the full 7 Day Comprehensive Success System. However, this special in person or phone meeting would just be free, pro-bono coaching session. Just contact us through the Help Desk listed on the website. We’ll get back to in 24 hours to set it up a free session to walk you through everything so you can see where the misunderstanding occurred.

Consumer

Response:

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 the matter has been resolved.Specifically, I recieved an email this morning from your company advising a refund will be issued for unwanted billed services within four days. Although I understand technical issues, I can provide documentation of cancellation requests to prove the emails were sent without delivery error responses. I will continue to look for refund within the specified time.

Sincerely,

I used the Teaching Solutions CBEST book to help me prepare for the CBEST and I must say that this book was a great purchase and I truly believe that it helped me to pass. The books contains highly effective preparation materials and I love that they provide test coach help. The practice questions are also very similar to those on the test and this helps a lot! I am a very happy customer and I recommend Teaching Solutions 100%