The CE Shop, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Thank you for your follow upThe Call Center Manager called the phone number listed within your account on December 7, and was unable to reach you by phoneWe did leave a detailed message about contacting us back so we can provide you with an appropriate resolutionWe will reach out to you again today to the phone number listed on file in an attempt to resolve the situation

We are sorry for any inconvenience that was experienced by Mr***We are currently experiencing an issue where students are able to purchase free trials and active courses at the same timeBecause of this, we are receiving reports of seat time issues where one course is over-writing the
progress (or lack thereof) from the otherWe are working diligently to fix this.In the meantime, Mr*** shared that he spent hours in the courseOn March 8, 2017, we made sure that progression and time is accurate for Mr*** in his accountWe hope that this satisfies Mr***If it does not, please have him call *** and let us know what else we can do to resolve his issue

We are sorry to hear that you experienced problems with accessing your account/courses The CE Shop, Incis committed to providing students with a positive course and customer experienceThe Call Center Manager has reached out to you to discuss the system issue and provide a satisfactory
resolution

Complaint: ***
I am rejecting this response because:I have already taken the DC Salesperson Exam and passed the exam (see attachment)My DC Salesperson license has been processed.Unfortunately I did not have access to the materials that I purchased from The CE Shop during the time that I needed the materials to study for this exam despite my numerous requestsI have no need to re-purchase the study materials for a 50% discountI am requesting a refund from the company
Sincerely,
*** ***

Complaint: [redacted]
I am rejecting this response because: I have not received a response from a manager at The CE Shop. I check both email  and my account with the company. I do see a discount for the classes, which is the original price that I paid because there was a discount at the time. Although, simply a discount is not acceptable being that it was not my fault that the program was not working. I’m not sure if that was the resolution that the manager was going to provide, but if so, I decline. I refuse to purchase any courses to the company, until this issue is resolved.
Sincerely,
[redacted]

As of today, Mr. [redacted] has completed his courses and successfully passed his exams. We have attempted to reach out to Mr. [redacted] directly and have not heard back yet; however, we do extend our apologies for any inconvenience or frustration experienced. Although The CE Shop...

does offer a significant number of courses that are state specific, some courses are designed to meet the needs of a national audience. This is particularly true with topics that are consistent across multiple states, such as Real Estate Finance. The various resources and activities within the course are designed to support the topics and course objectives and the unit and final exam questions are designed to validate retention of related knowledge. However, if there are specific questions in the final exam that Mr. [redacted] feels were not adequately covered within the course content, we welcome his feedback and the opportunity to review. While the vast majority of our students (97%) report that that would recommend The CE Shop courses to a friend or colleague and are highly satisfied, we do review all feedback and are committed to improvement.

The CE Shop, Inc. is committed to total customer satisfaction. Every effort is made to ensure the student is fully informed of all requirements and associated proctoring fees before and after the purchase of the online course. The information regarding the proctoring requirements and fee is outlined...

in multiple places on the website and within the course. Below is the list of location where proctoring is outlined for the student:- Before Purchase - ** Pre-Licensing Course Requirements on the ** Pre-Licensing Pricing Page: the course requirements outline the information regarding the proctored final exam and links out to another page that provides the pricing for the proctored final exam as well as the technical requirements for online proctoring. Here is the link to the online proctoring page: [redacted]- Before Purchase - Terms and Conditions: the section, 'Examinations', outlines the requirements for proctoring as well and links out to the another page that provides the pricing for the proctored final exam as well as the technical requirements for online proctoring. Here is the link to the online proctoring page: [redacted]. The student is required to select a box before processing their payment acknowledging they have read and understand the terms and conditions for the purchase. - After Purchase - Within the Course: at the beginning of the course, the proctored final exam requirements are explained in detail and include resource links to the online proctoring requirements link. (See 'Requirements for Licensure in [redacted]' within the course material). - After Purchase - Within the Course: at the end of the course,  the proctored final exam requirements are explained in detail and include resource links to the online proctoring requirements link. (See 'Course Wrap Up' within the course material). The CE Shop, Inc. has done it's due diligence of informing the student of the course requirements by outlining the online proctoring requirements in multiple location on the website and within the course.

The CE Shop, Inc. is committed to providing students with a satisfactory experience while maintaining the boundaries outlined within the terms and conditions. The student, [redacted], purchased the 90-Hr. MN Sales Pre-Licensing Standard Package on 7/13/17. The refund policy for The CE Shop,...

Inc. states that refund requests must be submitted within 30 days of the initial purchase and is outline within the terms and conditions. The student is required to select a box before processing their payment acknowledging they have read and understand the terms and conditions for the course purchase. The student contacted The CE Shop, Inc. on 8/15/17 requesting a refund. The Customer Service Representative (CSR) advised the student of the refund time frame. It was explained to the student that The CE Shop, Inc. is unable to provide a refund because the request was made outside of the allowable time frame. The Customer Support Team is unable to process requests outside this policy. At this time, The CE Shop, Inc. is not able to make an exception for this student regarding the refund policy outlined in the terms and conditions.

Complaint: [redacted]
I am rejecting this response because:  it shoild be prominently displayed BEFORE someone purchases this course that there is an additional $25 fee for the final exam.or include the fee in the price of the course.thata the main issue.The secondary issue is ensuring that someone knows BEFORE purchasing that the final exam requires use of your web cam, this is a privacy issue and all software needed should also be told before. I didn't find any of this out until after I finished the class.  If the info is there, it is hidden and not prominently displayed.  
Sincerely,
[redacted]

.Re: Complaint #[redacted]After review of [redacted]'s student record, she had not completed her course in full per her state's requirements and the course expired by law. We were able to gain approval from the state to allow for an exemption of the law and, as of May 24th, her course is...

"complete" and we have completely resolved [redacted]’s issue in her favor. We hope that [redacted] is happy with this resolution.  The CE Shop, Inc

Initial Business Response /* (1000, 6, 2015/12/07) */
The customer purchased courses on 10/21/15 in Michigan. The customer must apply the discount code and must confirm the order amount multiple times throughout the purchase process. The following outlines the different areas where this occurs:...


Cart Page: The discount code must be entered and the 'Apply' button must be selected in order to take advantage of the discount savings. The discount amount is displayed as a subtraction from the sub-total amount and is reflected in the discounted total amount.
o The customer reviewed the total amount on this page and continued to the checkout page to complete the purchase.
Checkout Page: The total amount (including any discount savings) is confirmed on the page before the credit card information is provided.
o The customer reviewed, for a second time, the total amount on this page and continued to the payment page to complete the purchase.
Payment Page: The total amount (including any discount savings) is confirmed for the final time on the payment page where the credit card information is provided and the order processed.
o The customer reviewed, for a third time, the total amount and entered in her credit card information to complete the purchase with the amount that was listed.
Terms and Conditions - Promotion Codes: Promotional codes must be applied at checkout. No refund for a promotional code/discount will be granted after checkout. To obtain your discount, you must enter the promotional code in the box under your total at checkout and click the 'Apply Discount' button, which will then subtract your discount from the total amount due. Promotional codes are not eligible for use in conjunction with payment plans.
o The customer must select a check box at the time of purchase agreeing to the terms and conditions. [redacted] checked the box indicating that she agreed with the terms and conditions at the time of purchase.
Order Receipt Email: A copy of the order receipt is emailed to the customer immediately after purchase which confirms the total amount that was charged.
o The customer received the email on 10/21/15 confirming her payment was processed.
The customer confirmed the total amount multiple times and agreed to the terms and conditions at the time of purchase. She did not follow the correct process for applying a discount code and; therefore, is not eligible for a refund for the difference in price.
Initial Consumer Rebuttal /* (3000, 8, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I applied the promotion code when I placed the order. This is why I am insistent that I am entitled to pay the discounted price. As soon as I saw the incorrect price on my credit card statement, I notified the company about the erroneous price I was charged. There would be no valid reason for me not to apply a promotional code. Anytime, you go to The CE Shop website, they have a promotional code listed. I have used this company in the past for the same educational purpose and never had a problem. In the past, I used the promotional code on the advertisement postcards they would send. Whereas, this time, I used the promotional code on their website because it provided a greater discount.
Final Business Response /* (4000, 14, 2016/01/05) */
During the purchase process, had the she entered the discount code correctly, the system would have applied the discount correctly as it always does. Per our policy, The CE Shop cannot apply a discount after the fact simply because the customer provides they entered it into the system but then states the system made a mistake when the system is functioning properly. If that were so, there would never be a deadline for applying discounts.
Final Consumer Response /* (4200, 16, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is untrue. I applied the discount code.In fact, I had two I could have used and I chose the one that provided a higher discount. The merchant has not offered a resolution. Obviously, this matter can not be resolved,so just let my complaint remain in the file as unresolved.

The CE Shop is dedicated to providing students with an engaging and productive education experience within the boundaries of state regulations.  The Maryland pre-licensing course includes several exams to prepare students for both the course final exam and the state's licensing exam. There are...

two practice exams; one focusing on content from the general/national portion of the Maryland exam provider's (PSI) outline and one focusing on state content from Maryland exam provider's outline. The National PSI practice exam pulls from a pool of national questions. The state practice exam pulls from a pool of Maryland-specific questions. Students are encouraged to take and pass each of these exams with at least a score of 80% multiple times before completing the course and taking the licensing exam.By regulation, course final exam questions must be unique. We cannot present identical questions in both the practice and final exam banks. However, the final exam bank consists only of questions on topics that were covered within the Maryland pre-licensing course. These are the same topics on the exam provider's outline, and the same topics tested on the practice exams. The final exam bank is a mix of both national and Maryland specific-questions. However, because national questions make up more of the course content, students tend to see more national questions than state-specific questions on the final exam. Students will also see more national questions than state questions when taking the licensing exam. Because the final exam pulls from a unique bank, the number of attempts on the practice exam has no influence on the questions presented in the final exam. The course wrap-up includes a content map showing where in the course content from the exam provider's outline is covered. Should students struggle with specific topics, the map can be used to identify where in the course the topic was covered so the student can go back and review that information.

In response to [redacted] response, as provided earlier, in varied and many areas on the website, emails to her, each time she entered the course, etc., she was informed that the course would expire 3 months from purchase. This 3 month course expiration requirement is per DC regulations which means that The CE Shop cannot legally change it. As with any course, there is a final exam. The final exam needs to be proctored per DC rules which again means that The CE Shop cannot legally change it. Finally, despite the many proctored exams that have been required by state regulators over the 10 year history of The CE Shop, this is the first complaint ever regarding the notice of the proctoring component. With all the above provided, The CE Shop is still willing to provide [redacted] the course at a 50% discount should she wish to purchase the same. 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.
Sincerely,
[redacted]

Initial Business Response /* (1000, 7, 2015/09/25) */
The customer purchased courses on January 30, 2015 for Washington D.C. The CE Shop's course expiration policy is outlined multiple times during and after the purchase process to ensure that the customer is aware of the designated timeframe to...

access the coursework. The policy is outlined in the following areas:
Terms and Conditions: Except as modified for North Carolina, Oklahoma, Washington, D.C., Iowa, and Colorado as provided below, a course(s) must be completed within 12 months from the time of purchase. If the course is not completed within that 12 month period, the student will be required to re-purchase and fully complete the course, including the final exam, if the student wants credit for the course. Washington D.C. provides that a course must be completed within 3 months from the time of enrollment.
o The customer must select a check box at the time of purchase agreeing to the terms and conditions. [redacted] checked the box indicating that she agreed to the terms and conditions at the time of purchase.
Course Information Email Statement: Course expiration dates vary by course but are generally one year after order date. Re-enrollment will be required if the course is not completed prior to expiration date in non-retired/expired courses.
o The customer received the course information email immediately after purchase with the course expiration policy.
Within the Account: Each course has a designated expiration date that is visible within the online account used to access the coursework. When the course becomes within a month of expiration, the course moves to an 'Action Required' tab that is visible to the customer that very clearly states that the course is expiring soon and highlights the expiration date.
o The expiration date was clearly listed within her account indicating how much time she had to access the course before it expired. The customer would see the expiration date each time she logged into her account.
Washington D.C. Course Catalog page: Course expiration dates vary by course but are generally three months after order date. Each individual course will have an expiration date listed in your account.
o The customer was able to view the course expiration policy before she completed her purchase.
In addition to the course expiration policy being outlined in multiple forms, The CE Shop is subject to D.C. regulations. Those regulations provide that courses expire 90 days after enrollment (in our case, we use the purchase date as the enrollment date of the courses). The only way to extend the course expiration date is through an official written exception from D.C. The CE Shop did not receive an official written exception from the state of D.C. to extend the courses so we were unable to grant the extension she requested.
In order to ease some of the burden, we did provide [redacted] with a 50% discount to re-purchase the courses.

Initial Business Response /* (1000, 5, 2015/06/04) */
The customer purchased courses for Washington State on 05/06/14. The CE Shop's course expiration policy (which for Washington State is 12 months from the date of purchase) is outlined and provided multiple times before, during, and after the...

purchase process to ensure that the customer is aware of the designated timeframe to complete the coursework. The policy is outlined and provided by the following:
Terms and Conditions as follows: "Except as modified for North Carolina, Oklahoma, Washington, D.C., Iowa, and Colorado as provided below, a course(s) must be completed within 12 months from the time of purchase. If the course is not completed within that 12 month period, the student will be required to re-purchase and fully complete the course, including the final exam, if the student wants credit for the course." (Emphasis added.)
o The customer must select a check box at the time of purchase agreeing to the terms and conditions. [redacted] checked the box indicating that she agreed to the terms and conditions at the time of purchase.
Course Information Email: Immediately after purchase, a customer receives an email providing the expiration policy.
o [redacted] received an email immediately after purchase containing the course expiration policy.
Within the customer's account: Each time a customer accesses his/her account, he/she is provided the expiration date of each course that is not completed. Further, each time the customer accesses the account within 30 days of expiration of a course, the customer will see a clearly marked "Action Required" tab which will provide the course expiration date.
o For [redacted], the expiration date of the course(s) was clearly provided on her account page each time she accessed her account.
Further, once the course(s) was within 30 days of expiration, she would have been clearly notified each time that she accessed her account that she needed to take action to complete the course.
Washington Course Catalog page: On the page from which a customer purchases, the course expiration dates are clearly stated.
o Before [redacted] purchased, she would have been clearly informed of the expiration dates of any course purchased from that catalog page.
After numerous notices of the policy as provided above, [redacted] failed to complete her coursework in the 12 month period provided clearly by the policy, thus her request for a refund was denied.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never accessed my account and therefore never saw the notices. If CE shop would have emailed me to let me know if was about to expire I would have made it a priority. I only got one email the entire time and it was when I purchased on 5/6. They could have at least checked in with me. I got nothing. This is where my complaint lies. If they truly cared they would have checked in with me and they didn't. I want a full refund or reinstatement of the course through 1/31/16. I strongly feel that what I am asking for is fair. Thank you!
Final Business Response /* (4000, 10, 2015/06/19) */
When the courses were purchased, the customer checked the box agreeing to the terms and conditions. By checking the box, she acknowledged that she had read through the terms and conditions and understood the company policies regarding course expiration. In addition, a 'Ready to Begin' email was also sent to the student immediately after purchase which outlined our course expiration policy as well.
The student may contact our customer support department to receive a 35% discount if she would like to purchase the courses again.
Final Consumer Response /* (4200, 12, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want a 100% discount and my account re-activated through the end of January 2016. This is unacceptable. I do not need any money back I just need my account set up so that I can complete the coursework. This is not too much to ask and I feel that they should have sent me an email reminder throughout the process. If they had we would not be in this situation. Thank you.

We are sorry to hear that you experienced difficulty with accessing your [redacted] continuing education courses. The CE Shop, Inc. is committed to providing students with a positive course and customer experience within the boundaries of state regulations. The [redacted] Real Estate Commission (TREC) has...

implemented security requirements for online providers that we are required to adhere to as part of our approval as an online real estate school. The [redacted] state regulation that is being enforced requires that students answer security questions throughout the course in order to ensure that it is indeed the student taking the online course. TREC requires that we implement a control when a student answers the security questions incorrectly, which is to lock the account. The student is then required to contact us via phone or online chat to verify his or her identity by providing us with an identifying information point that we can verify against the student’s account. Upon review of your account, it looks like the security questions were answered incorrectly, resulting in your entire student account being locked. While our customer support team makes every effort to be available to all students at all times, there are instances in which all of our agents are assisting other students, and the student must leave a message. You contacted us via email on January 13, 2017, requesting that the account be unlocked. We responded promptly, advising you that you would need to contact us so we could verify your security information and unlock the account. You also called us on January 13, 2017 and left a message with the same request. We responded to the voicemail with an outbound call on January 15, 2017. We were unable to reach you and left a message with instructions to contact us to verify the account information to unlock the account. You signed up for the CE courses on November 25, 2016 and November 28, 2016. The CE Shop’s refund policy states that refund requests must be submitted within 30 days of the initial purchase. The refund policy is outlined within the terms and conditions, and students are required to select a box before processing their payment, acknowledging that they have read and understand the terms and conditions for the purchase. While you have made multiple attempts via email to obtain a refund, we are unable to accommodate the request because it was made outside of the allowable time frame. Company policy prohibits the Customer Support team from processing requests made after the 30-day deadline has passed. Because the courses are available for one year from the date of purchase, you can still use the courses that you purchased toward your CE requirements for your next license renewal. In order to access the courses, we just need to verify the security information and unlock the account. The Production Supervisor will contact you to verify the information so that you can access your account and the associated courses.

The CE Shop, Inc. is committed to providing students with a satisfactory experience while maintaining the boundaries outlined within the terms and conditions. Our records indicate that you purchased the 180-Hour TX Sales Pre-Licensing Premium Package on April 26, 2017. The sixth month course...

expiration date for the pre-licensing courses was October 26, 2017. At that time, The CE Shop Inc. granted a courtesy one-month extension for the courses, and the new expiration date was set to November 26, 2017. Every effort was made to ensure you were fully informed of the course expiration policy before and after the purchase of courses. Below is a list of locations where the course expiration policy is outlined for students:- Website Terms and Condition: Pre-Licensing courses expire six months after the date of purchase. The student will be granted a one-month extension at no charge, with the one-month free extension to be applied immediately after the initial six-month term. For any reactivation or extension of the course after the seventh month, The CE Shop will charge the student 20% of the current retail price of the course for each 30-day extension or partial 30-day extension in the event that the course finally terminates before the end of the final 30-day extension. Extensions or reactivations cannot be granted beyond 12 months from the purchase of the course since, in all events, the course terminates 12 months after purchase. The link to this verbiage is https://www.theceshop.com/legal- Course Information Email Statement: Course expiration dates vary by course but are generally one year after the order date. Each individual course will have an expiration date listed in your account. Re-enrollment will be required if the course is not completed prior to the expiration date in non-retired/expired courses.- Within the Student's Account: Each course has a designated expiration date that is visible within the online account used to access the coursework. When the expiration date is a month or less away, the course moves to an 'Action Required' status that is visible to the student and clearly states the course is expiring soon and highlights the expiration date. The system also provides the student with the option to purchase additional extensions, if needed, up to one year from date of enrollment.- TX Pre-Licensing Course Catalog Page: The CE Shop’s Pre-Licensing courses expire six months after the date of purchase. The student will be granted a one-month extension at no charge, to be applied immediately after the initial six-month term. For any reactivation or extension of the course after the seventh month, The CE Shop will charge the student 20% of the current retail price of the course for each 30-day extension or partial 30-day extension in the event that the course finally terminates before the end of the final 30-day extension. Extensions or reactivations cannot be granted beyond 12 months from the purchase of the course since, in all events, the course terminates 12 months after purchase.The CE Shop has done its due diligence of informing you of the course expiration policy by outlining the policy in multiple locations on the website and within your account. At this time, you may purchase extensions for any additional time that is needed to complete the online course work, but it must be completed by April 26, 2018, when it will expire.

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