Teaching Solutions

Review: I went on line and ordered the 7 day tutorials session for $67 but did not recieve anything , so therefore I did not know that my seven day tutorial program had started because i'm waiting on the packets in the mail and they had already taken the money out of my account. I went to the bank yesterday and they have made all of my bills bounce like I did not have the money in my account there for this company has taken an additional $47 out of my account. I would like my entire account refunded back all the monies that they have taken out of my account. I will NEVER recommend this company to anyone.Desired Settlement: I would like my entire refund.

Business

Response:

To Whom It May Concern, 1.) Teaching Solutions Test Success Systems at www.teachingsolutions.org helps over 11,000 test prep clients succeed on their licensing exams and launch their careers each year. Our company is team of 33 plus licensed teachers, nurses and test prep professionals with many years of experience in our field and the specific tests we help our tutoring clients pass. In fact, during our careers at Teaching Solutions, we’ve helped many tens of thousands succeed on their test and realize their career goals. 2.) Sadly, one out 4,000 people in the general public who visit our site, do not read anything before or after their purchase (e.g. how to access their order or how payment processing works) and then think the problem in the situation is us. 3.) We also volunteer time out of our busy schedule to coach and tutor GED test takers, so have always made our website, ordering process and communications very user friendly and easy to understand. Over the last 15 years we’ve developed our online ordering processing to be as easy and simple as possible. Although our clients are typically degreed professionals who need to pass state licensing exams, we’ve written the website, how to order instructions and post order follow-up help to be at a 5th grade reading level to avoid these types misunderstandings. 4.) Unfortunately, despite doing everything we humanely do to make the order process and how to access the products and service information at a 5th grade reading level and prominently displayed during and after the ordering process, there will always be a few people in the general public (usually lesser adept parents purchasing for their adult child) for whatever reason seem not to read simple messages like “Click blue link to access your order” and/or “the following is the contact information for your assigned Test Coach, Tutoring and Mentor team, etc.” Admittedly, this could be a generational and lack of computer/internet knowledge issue i.e. what is a download, how to download and save files to a computer, etc. 5.) Now in the current issue presented it’s another one of those classical misunderstandings where someone signed-up for a tutoring program and preparation materials to be delivered online, that are not advertised as a ‘free to the public’ products and services, performed and developed by top teacher test prep professionals, licensed educators and nurses and complains to the Revdex.com, “Why did I get charged?” 6.) Further, where the “how to access your preparation materials” are prominently displayed at the top of each page in the order process i.e. “Please click on the blue link to access ALL your test prep materials,” written at a 5th grade reading level, there is always one out of 4,000 who refuse to read anything and then wonder “how do I get my order?” Or suggest: “The company must be withholding the online materials and tutoring services from me” in the first 5 minutes of the order” and then make no effort to read the instructions they missed nor contact our 7 day per week customer service department. 7.) We realize some clients are in a hurry and may not read these instructions. That is, why we follow-up with several “post order” email messages stating, “How to access ALL study guides, practice tests and test coaching services online.” We clearly remind clients, what they ordered and how it is billed, so one doesn’t forget what they ordered days or weeks later. In these follow up messages we clearly appeal to all test prep tutoring members to “PLEASE contact our 7 day per week client services support/customer service if you need any help or questions arise.” 8.) All online materials download immediately after submitting an order. In fact, every customer receives secondary links to their email that will allow them to download the study guides and practice tests for 72 hours after purchase. If you miss all that you can contact our 7 day per week customer service and we will still send you the link to your order up to 6 months later! 9.) So, obviously anyone ordering a GED prep course would have the ability to access our materials and understand when they purchase something online it is not a free tutoring and professional test prep consulting service. 10.) However, if what [redacted] claims is true and she struggled to access her materials, it seem ludicrous [redacted], never contacted us to get help, but rather rushed over to the Revdex.com website to extract a refund. Further, the record shows, [redacted] “UNSUBSCRIBED” to the emails from our company the same day she ordered. Therefore, despite missing ALL the information that would have avoided such and elementary issue, could have received all these follow-up help emails that would have guided this client to clarity. 11.) I realize you state in your complaint you want all charges for the test prep products and services refunded because somehow you’ve exceeded your personal financial budget for this month and didn’t read/understanding how the tutoring is billed and how to download your materials. Anyone who is struggling to pay for food and shelter is not eligible for our program for numerous reasons. You were already refunded 10 days ago due to other ineligibility requirements. (See below). 12.) Again, situation like these where we have bent over backwards to make the order process incredibly simple and straightforward and a ridiculously easy way to access all materials and test prep mentors online, there always seems to be someone who claims they can’t read how to access their order, how what they ordered is billed and then don’t contact us in the process and make irresponsible comments and untrue statements. 13.) Move over, I realize people are in a hurry and perhaps using a Smart Phone where the screen is so tiny simple information clearly displayed on a screen is hard to read. However, in 99.99% of these instances our responsible clients go back, read what was missed or contact us to clear the matter up to their satisfaction. 14.) UPDATE: We were alerted to the “at risk” status of your membership early in the process because our records showed you had unsubscribed to your tutors email and our company’s email addresses that are the starting point to you test success on day #1 of your order. Further, we got no replies from our emails to you. Further, due to the waiting list to get into our program by serious applicants and fact you weren’t “on board” or present from day #1, we dismissed you from the program in early May. Therefore, you were already been 100% refunded of our purchase for the preparation materials and tutoring services you signed up for on April [redacted]. 15.) I’m truly sorry if this is a legitimate complaint, but hopefully you can see how such a misunderstanding could happen despite providing the most user-friendly ordering and product delivery system available currently available 2015. I realize college students may be learning how things work, but in the future if you have an issue or confusion on something you signed up for, please contact the company first. Give the company an opportunity to help you. Going immediately and submitting an easy online submission complaint to the Revdex.com on such a simple oversight overloads their capacity and shifts resources away from legitimate matters where the customer has already tried contacting and communicating with the business for resolution. 16.) We like the Revdex.com are non-profit and are trying to provide a service to a professional community of test takers of professional and state licensing exams. It’s preposterous to come to any website order something, not read the directions about how to download, “unsubscribe” to your post order help messages, official customer service messages, make no effort to contact company or go back and ‘read the instructions’ you missed or contact our company and file such a complaint. Again, you were 100% refunded and dismissed from the program over a week ago. This is what you asked for in your online Revdex.com online complaint submission and this is what we did for you.

Review: ordered an educational service 9/**/13. requested a dvd instead of a digital download. they cancelled my order on 9/**/13 and have not received the link for a download. contacted them several times giving them a chance to refund $57.00 charge for original order. they will claim they refunded me $57.00, however that was for a double charge to my account. since that was taken care of there is still $57.00 due me for cancelled account and no link sent for a digital download which I no longer want due to their lack of communication on their part. please get me my money. if I didnt check my bank account often they would have gotten away with double billing my account without authorization to do so. this is an un-ethical business practice and sneaky!!Desired Settlement: a credit back to my credit card immediatley.

Business

Response:

There appears to be a huge misunderstanding and miscommunication.

1.) First, our company has never offered or sold dvds in the 13 years we've been in business.

-You mentioned you tried downloading it which indicates you knew it wasn't a dvd disk that was coming in the mail. As you know no where on the website does is say or indicate we sell dvds.

2.) We were very sad to find there was misunderstanding and gave you a full refund for $57 right at the beginning several weeks ago.

3.) Since you did order the exact same product a second time and then charged back/disputed that purchase with your credit card company (and got the money returned to your account), you have paid nothing.

4.) We have communicated this with you by email on more than 4 contacts with our head account manager.

-Please carefully look at your credit card statements to find you have been refunded on the first order. You completed a "chargeback" on your second duplicate purchase and have paid nothing and we sent you our book for free.

-It can take 1-3 days for these items to post to your credit card.

5.) Since we followed up with you at the beginning and sent you the ebook study tutorial you ordered, you have our product at no cost.

6.) We/I've done everything possible to give you our product for free and refund you all charges for both of your purchases.

-A checking of all your credit card statements will show this.

7.) We are teachers and administrators in your state and do not make any money in this non profit organization.

-We are here to help you pass your exam

Review: I ordered Test Prep for an upcoming exam. After downloading the product I received an email in regards to coaching services. I cancelled the coaching services as stated in the directions via email. I am still receiving recurring charges on my account for $47 I did not authorize or purchase.Desired Settlement: Refund in the amount of $97.00

Business

Response:

We show that shortly after your order/you downloaded the program you purchased from us, you marked our email as spam and unsubscribed to our client services email address. (This is very likely the cause of technical errors in sending emails to your account manager's email address and receiving emails from an email address your marked as spam or unsubscribed to.) Our email records are meticulously documented and recorded. Our client service help desk electronic record shows on July [redacted] we received our first email from you (for the first time) to cancel the Test Coaching and Tutoring services. On that day you were refunded for the full month of July services as that was your request on that day. In that email there was no mention of free/refund request of June services. Now this request states you want a refund on 2 months of Test Coaching June and July. I will honor your request because the email records show you never used the service nor contacted your assigned 4 Test Coaches who specialize in and are experts in your specific FTCE test. Today we refunded you for all tutoring services for June and July. Record shows when we got your first cancellation on July [redacted] you were 1.) refunded for July at $47. Now you say you don't want to pay for your first month neither, 2.) so we have refunded you and additional $47 today. 3.) $47 plus $47 is $94 in total refunds given to you in July for the June and July service. Not sure how $47 + $47 in your complaint equals $94, but I'm sure it was just simple oversight, typo and simple technical error. I truly apologize for the email issues. We rely on "word of mouth" referrals mostly from colleges, university staff in nursing and education, plus the 11,000+ clients we help succeed on their exam each year. We put no resources into marketing nor do we need to. We have a waiting list for new clients to get our test prep materials and use this test coaching service to help them pass their exam. Therefore, there is no incentive for anyone here to ignore such emails. In fact, we go to great lengths to avoid issues like this. We routinely get emails from people who do not provide a customer name and we're unable to look up the customer because they send an email from email address unassociated with their order email. In other instances, some clients by accident or who do not wish to receive "after order follows/reminders" hastily mark our email as spam. Then later email deliverability issues can occur, depending on which free email service you use i.e. [redacted] etc. We have even seen where customers type our email address in their Revdex.com complaint and in the same complaint state "I don't get a reply." Hum. I'm glad you received the original purchase and downloaded it successfully. However, I hope you can see how sometimes there are reasons outside our control on email deliverability despite the fact we are very vigilant in avoiding such simple problems. Plus, I hope you can understand we do successfully receive and process thousands of client's emails each year. It just seems once per month 1 out of a few thousand of our clients have a difficulty like this that we are working hard to avoid. In July we started calling all our clients each month to review with them what they purchased, how the test help service works and remind them it's not free to the general public service/it is a paid service. (In fact, there's a waiting list for anytime they wish to cancel the Test Coaching/test prep consulting help.) Because some clients do not read the website/what they purchased/put through and order online and wonder why they got charged, we've found calling each client within a week of their order and walking them through it has helped avoid these simple oversights, even technical email problems like this and therefore unnecessary Revdex.com complaints. Again, we have honored your request and gave you the exact resolution asked for in your complaint. This should clear it out 100% now. I'm extremely sorry again. You should know we're working extremely hard to avoid these types of situations from ever occurring.

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,

Review: I would like the Revdex.com to know the Teaching Solutions advertisement for Teacher Test prep is unavoidably fraudulent.

I sent credit card information to purchase paper questions to be mailed to my address.

I would like to prepare for the exam to teach Secondary school Mathematics.

I was erroneously charged

another 47 dollars for the fictitious human coach

before I asked for this.

I do not want the added service and have never inquired about it.

The co made a quick charge to my debit card while I am unaware and

patiently waiting for exam materials. Perhaps this would take 5-10 business days to deliver a package.

There are 2 transactions on my bank statement.

I am sad to find no commitment to any materials.

Some 7 day trial period has come and gone.

I have no idea some fine print says I would like to add more charges.

The charge is false and not mine.

This is going into the third week.My business with Teaching Solutions was on these dates for the following amount:January [redacted]$37.00 and January [redacted]$47.00I have never received any materials.On January [redacted] filled out an online purchase for the CSET prep materials.The 714 phone number does not recieve messages.Telephone advertised is disconnected.I have sent emails to reply to my account.01/**/2015TEST PREPSERVICES ###-###-#### OR US ($37.00)01/**/2015TEST PREPSERVICES ###-###-#### OR US ($47.00)Desired Settlement: the matter will be best resolved with a refund to my Provident Checkingaccount ending in [redacted]

Business

Response:

We have been in business for over 15 years. Even in the early days of 2001 we never sent out paper materials in the mail. We clearly state this over and over again. First, it's stated in the “product description,” the page you place your order, order confirmation, order receipt and numerous follow-up emails (at the risk of bothering): this is by ONLINE ACCESS ONLY. Further, we follow-up after your order to make sure you “got your test prep program downloaded” and “if you need any help to please contact our support desk so we can help you.” You will see you are making a complaint on items “We Clearly Stated Are Not Part Of This Program.” That is, due to the fact most test preparers are 1-5 days from taking their exam and we are constantly updating our study materials “we do not warehouse paper books” (which may become outdated). Rather, to make the most effective product and deliver it to our very “time sensitive” clients, “it is by download only and accessible only online.” The Revdex.com is not an appropriate venue if we clearly told you all products and services are “accessible ONLY online” then you make a complaint “I did not receive paper in the mail.” [redacted], as a young student studying to get a teacher credential in CA it is incumbent upon you to read the basic info provided, take responsibility and appropriate measures to resolve the matter (if you overlooked all the details) i.e. how to contact our customer service where we could have helped you resolve this matter to your satisfaction quickly. I find your comments extremely disturbing that you slanderously call my team of veteran teachers and I who are some of the top test prep consultants in the country, “fictitious coaches” when you haven’t even attempted to read what this program is, how it is billed, how you can cancel then make slanderous claims that have no basis in fact. We normally understand that 1 out of 500 who when reading/ ordering from their SmartPhone will miss basic info due to a tiny screen, not read how to access the study material and their test prep consultant and rush to make a Revdex.com (Revdex.com) complaint we don’t ping email messages ‘back and forth’ after hours in ‘real time’ where some expect to get instant text messages. We have also recognized that 1 out of 500 will be new to using the internet, foreign to the concept of downloading materials, how to contact by email, that many companies like [redacted] and other leading retailers aren’t providing a call center by phone and make these types of Revdex.com (Revdex.com) complaints are based on a simple misunderstanding, etc. However, your statements are in a different category. They are slanderous to our professional reputation as educators, nurses in our communities, professional practice and our position as a leading national provider of test prep products and services. You haven’t stated any “personal opinion” or legitimate review. You admitted you haven’t even read anything our website nor used the study materials or Test Coach assigned to your case. Almost every one of your comments are 100% false, have no basis in reality because by our own admission you didn’t read anything before ordering nor post-purchase instructions and reminders info. I’m totally dismayed. I can’t imagine this is from a real teacher credential candidate. This unlike the thousands of other young students we have helped pass their test through Test Coaching and with our preparation materials over the last decade and a half. I surely hope it’s not a blind attempt to push through orders and then try to leverage the Revdex.com (Revdex.com) to get everything for free after you recognized you missed all the information. There are many grave inaccuracies which are simple misunderstandings. I’m sure you’re a reasonable person who can see we did everything in our power to communicate these facts to you. Not reading anything in our detailed products description including your order confirmation, user program instructions, receipt and numerous prompts by email from our client services staff is not an excuse to make unfounded, irresponsible slanderous statements about a team of licensed teachers and nurses who have worked for over a decade to earn an excellent reputation in their fields including test prep and have helped thousands of teacher and nurse candidates pass their license exam. This does not release you from responsibility. If you’re in haste, are rushed, have too much to do in too little time, are stressed and frustrated in your test prep, we can help. That’s why you’re given the Test Coaching, Tutoring and Mentoring service to assist you with the tangibles and intangibles to help you pass your test. Further, all the information on the website (e.g. product description, where you place your order, order confirmation, user instructions for this program, printable receipt and numerous follow-up reminders) state over and over again, this program includes “Test Coaching” which is an email based/online ONLY tutoring and mentoring test prep help service. You were charged because this was part of the test program you ordered i.e. study materials with a Test Coach (Again, you never read what you ordered). You never cancelled this Test Coaching, Tutoring and Mentoring service you signed up for. That should not come as any surprise it’s not offered as ‘free to the general public service.’ You only need to send an email to cancel the Test Coaching service. If you’re in the free evaluation period, you’re NEVER charged. If you cancel later when you don’t want it anymore, you’re NEVER billed again for that service. (Very simple.) Saying, “I never contacted any test coach” doesn’t release you from responsibility or contracting with our service where tutors are pre-paid and put on standby for you. With all due respect, if you overlooked some very important details clearly stated over and over again on our website, the correct venue for addressing these misunderstandings would be to revert back to the product description at the place you ordered and see that you missed if you were in a hurry and made assumptions. We were all new to using the internet at one time and even the most diligent, mature and responsible person can overlook information clearly stated. However, there were no “quick charges” to your account. There is not “fine print.” Please go back to the place you ordered and this information is displayed as clear as day, in fact, it’s clearly stated in the shopping cart, the place you actually order. I’ll admit there’s a lot to read on the website, but we put ALL the information on the website, so we aren’t on the phone explaining it over and over again. All of our time is devoted to updating our materials regularly and focused on helping our registered test coaching clients. That’s why we aren’t doing a call center to the general public. We don’t have a sales line because there’s normally a waiting list to get in this program. We only allow a limited number of clients per test coach so each client gets the maximum amount of help and best test score results. You were given a full, FREE evaluation period of test coaching/tutoring BEFORE being charged. (Again, this was stated over and over again in the information you missed.) You were given clear instructions how you could cancel this service and never be charged for it and/or easily cancel later when you took/passed your exam and don’t need it anymore. Had you contacted our Client Support we would have explained the product description and information you missed when ordering and didn’t review again days after. We would have resolved this matter to your satisfaction. Further, in your order you used this email: [redacted]which seems to be a fake email which our emails to you have bounced. This could be why the download link, all instructions/info you’re complaining about was missed. We send all this info about as a reminder by email including additional opportunity to download the materials again with a link to your email. You mention you tried calling. Again, all the information on the website states to contact us through the help desk. Yes, we are real licensed teachers, nurses and administrators in these fields. We do not employ a call center or hire an answer service with high school kids and/or from a center in India like many “unhelpful” companies do. This was stated. You admitted in your complaint you see you’re in a monthly tutoring and test coaching service. You know at this point Test Coaches and Tutors have been contracted and pre-paid to be on standby for you/block out time in their schedule each month and you pay for this service until you cancel by email. However, it is 2 months into this program as of February [redacted] I see you never contacted us to cancel and are still in this test coaching service. We are extremely alarmed by your statements. Two of our Test Coaches give in or very near your city of [redacted]. One is a school principal. I suggest you contact us today to do a conference call so we can read the information you missed from the website to you over the phone and walk you through it step by step. If after our phone call, you don’t agree all the information on the website and shopping cart clearly states our products are accessible online, we don’t call and harass test coaching clients to study and/or contact their test coach, it clearly states how the test coaching service works, etc. we will resolve this matter to your satisfaction and according. Contact the educators and administrator who lives and works near [redacted] to set up a phone and/or “in person” meeting by emailing: [redacted] We’re here to help you despite being extremely perplexed on how you missed everything, but seem to have went back and read some it, yet seem to think there is some issue, yet as of this date you still haven’t cancelled your Tutoring/Test Coaching despite being well into month #2. Further, the email record shows we sent you your downloadable materials over and over again. This complaint is over a month old so I hope your concerns were already addressed through the previous. If not contact me for a personal consultation with my team near your city.

Review: On the date I was to take the Florida Teacher Certification Exam, in the morning at about 8:30 am, I ordered study material in the amount of 57.00 from Teaching Solutions. They sent me the material via email. It consisted of questions that were supposed to simulate those on the actual exam. My exam was at 12 noon that same day. I thought, even though I was prepared, that it wouldn't hurt to get some last minute material. I studied the approximate 100 multiple choice questions for an hour or two and then drove to the exam site and took the exam. Once I ordered, the email they sent also offered other additional special offers which went on and on and was confusing and deceptive to read and get through. I only ordered the original material.

They kept sending me offers. The information they sent was confusing and deceptive because I ended up getting charged for services I had no interest in. No way did I want any additional material. I passed the exam on Feb. [redacted] the same day I ordered the material, at 12 noon. I used their material for only an hour or two.

On March [redacted], I found a withdrawal in my bank account in the amount of 97.00 which was withdrawn on March [redacted] . I was very upset. I called them but a recorded message explainsed that no one will answer and the only way to reach is via email.on their site. I emailed them immediately and stated I did not order anything beyond the original preparation material. They responded that no FURTHER CHARGES will be forthcoming but they declined comment on the 97.00. I sent them 3 emails. I am very upset. They have deceptive techniques meant to take advantage of customers.Desired Settlement: I want them to repay me the 97.00 that they withdrew from my account and they need to change their business practices. Others need to be forwarned.

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. They have deposited a refund into my account in the amount of 97.00. Thank you for your assistance. I am very aporeciative.

Sincerely,

Review: I purchased their product based on their advertisement and their guarantee. When I finally got the product you find out that many of the "items" to aid you in passing the test, they are extra and the only thing you get is the practice test book and their free gifts. This contradicts what the ad says.. it is more than another study guide.... I asked for a refund based on their advertisement that it is 100 % guaranteed. They finally got back to me and said that they would give me a refund but it would be minus a credit card charge. This was no where mentioned in the information in their ad. It said it was a free trial... obviously it wasn't.Desired Settlement: I want to be a free trial like it said it was. I didn't even have the service for a week.

Business

Response:

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 [redacted] 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 CA 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 Victorville and San Bernardino, CA. 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

Business

Response:

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: The website claims that after purchasing the program, you can email them to cancel within the very first week and you will not be charged after that week. The package I purchased included a study guide (which I was emailed) and a mentor program, in which I could email any question I had to a mentor who was supposed to respond within 24-48 hours. However, I sent 3-5 emails and received only 1 response, which did not answer my question but was an automated response saying I needed to wait at least 24 hours. After the entire week was up, I never received any responses. Also, I sent 5 emails asking to cancel the program, and received NO response until yesterday (about 2 weeks later...). I would like a COMPLETE refund, just like I asked in my later emails. The website says if you are unsatisfied, the company will give you a complete refund. The study guide I was sent contained numerous mistakes, which I also emailed the company about and received an automated response.

I would like a full refund. I told the company twice that if I did not receive a response I would lodge a complaint with Revdex.com. Only the last time did they respond saying they would cancel. However , they ignored my numerous requests for a refund and did not respond to ANY of my questions.Desired Settlement: I would like a complete refund.

Business

Response:

Dear Revdex.com and Test Taker,

I deeply regret not hearing from you earlier like at the time you ordered and when the events you describe took place. A lot of time has passed and your CSET testing date so you probably don't need the study guide, including materials you downloaded and tutoring services you paid and received.

Our lead CSET test coaching manager lives very near your city. If your concerns are sincere, let's have you to meet and discuss this matter. Surely, it would help to network with a school administer in a school district near you.

As a future California credentialed teacher who will facilitate the development of character in young people as a teacher, I certainly hope your feelings are honest and not tool to involve a 3rd party like the Revdex.com in order to get downloaded materials and test prep tutoring services for free after your exam date passed. However, from the some of frivilous comments and gross exaggerations in your complaint (my team of certified educators and licensed nurses know not to be true), it is feeling quite a bit contrived.

Had anyone in our company or customer service team received your emails, we/I could have solved this issue for you in 5 minutes by email or phone (if this was a legitimate issue you had brought to our attention). You were assigned an [redacted] who is full-time staff member to assist you to avoid any confusion in how to access the study materials and connect with your Test Coach.

My assistant and I took over 30 minutes and could not locate any of the "multiple" emails you claimed you sent making refund demands from the day you ordered. Sometimes we receive one simple request or question across multiple text-like emails from someone on a 'smart phone' who doesn't leave their customer name, what they ordered, the same email address they used when they ordered (so we could look them up) or even a clear/legible message in a complete sentence.

We aren't doing customer service 24 hours per day. We aren't doing customer service in real time in a text message, pinging back and forth style. That would not be effective in helping real clients nor would be the work done by professional educators and nurses employed by our company.

You complained you received an "auto reply" stating we received your email and your reply is coming in 24 hours. I get the sense this is what you're eluding to with nobody answered you. That you didn't get all your demands met instantly.

We employ a full-time staff of certified educators and licensed nurses who answer emails and conduct our Test Coaching program. In 14 years we've been in business I've never heard of someone getting ignored by the tutor or your assigned client services manager. If you had a test coaching question before we ping back with mindless texting, we carefully consider and research your question and provide a detail answer in writing. This professional work cannot be done like people texting back and forth in real-time, instant messaging. I think this is where the misunderstanding is coming from. However, I can assure you our standard 6-24 turn around time by licensed educators and nurses is excellent in this industry. If we employed a team of high school students or a call center in India, you may get a knee jerk reply from untrained and helpful people,. However, the personalized one-on-one by real professional services in the area of expertise you're seeking would be severely lacking. That is why we don't "chat" or correspond in by email in "texting style."

However, it seems from day #1 immediately after ordering and downloading the materials your complaint was you didn't get a refund on the study guide. Now you're saying, 2 weeks past since you ordered, now you want a refund for the study guide materials you downloaded because we didn't answer emails fast enough.

With the staff of over 9 CSET test coaches, answering coaching clients it's not possible all 9 ignored you for 2 weeks and finally after 2 weeks answered all your questions.

If your emails bounced or you didn't identify yourself as a test coaching client and their was a misunderstanding I'd be happy to give you a refund for this services you said you did not get.

Please email me so we can set up a time convenient for you mornings or evenings to discuss this matter. I'm sure you're a reasonable person who can discuss this matter with a colleague in the education field and come to a reason agreement.

There are many loose generalities in your complaint. It appears to be a very simple misunderstanding. I think from experience providing services to college students I have a handle on what the misunderstanding is. Let's discuss your complaint about your California credentialed teacher team not responding to you instantly in real time, plus issues you found with the materials during the weeks between the time you ordered/downloaded the materials on July [redacted] 2014 and your Revdex.com complaint on July [redacted]. If we find in the client service records your assigned Test Coaches delayed like you claim or the issue you have with the materials are valid, I'd be happy to issue a refund.

Consumer

Response:

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,

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

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

Review: I tried the product for help with the AEPA test. Online coaching was advertised. I tried twice to contact a coach for help and never received an answer to my questions. I emailed to cancel the service before the 7day trial was over and was billed for a month. I emailed to cancel the service again and was billed again. I have emailed repeatedly to cancel the service (following their directions) and never received an answer or a cancelation or the requested refund. The company advertises how easy it is to cancel the service with an email. This is not the case. The company advertises individual help and this is also not the case.Desired Settlement: I want all money paid to the company refunded.

Business

Response:

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.