ComplaintsforEmergency Medical Services University

• Initial Complaint

  07/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction: June 4th, 2024 Transaction ID: *********** Item #: 20211B2 EMT Class - Full Payment Accel: $1745.00 I requested a refund the SAME DAY I registered for the class because I decided to go a different direction with my certification.The EMS refund policy and a customer service rep told me after 30 days, I would be FULLY refunded. It is now 07/13/24 and all Ive been refunded for is $150.00, which is not the full amount that I was told id be refunded for.The CSR keeps putting me off and keeps having me run in circles by saying I will double check with the finance team to see where they're at with your refund. Its been over 30 days and nothing has happened. Either the rep **** actually reaching out to the finances team or the business itself does not plan on refunding me.EMS had no problem taking my money in a heartbeat but takes forever to refund it, makes zero sense. Ive attached screenshots of the transactions and receipts for proof and review. All I'm asking for is a refund IN FULL instead of getting the run around. Its been past 30 days.

  

  Business response

  08/02/2024

  Thank you for taking the time to share your comments regarding your course. We appreciate the feedback you have provided and will take it seriously. We have already provided your refund and see that you have cashed the check. Please let us know if there is anything else that you might require at this point. Thank you for your valuable time. : )

   

  Best, &c,

  Customer Service

  *********************************************, LLC

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Accidentally paid for course twice (son used back button). Multiple times contacting the business. Shortly after the course started in March by the course director. Then by me. Three times I spoke with someone - these calls were in April (charge was in March). Told the first two times the refund had been approved but check not cut. Told the 3rd time the check would be mailed out on 5/2/24. It is 5/12/24 and still havent received a refund. After seeing how poorly this company is rated, I may just be out $1600.

  

  Business response

  05/28/2024

  Good Afternoon *********************,
  
  Thank you for taking the time to contact us and the BBB regarding your situation. We have checked the account and it should have already been refunded to you. I understand this may have served as an inconvenience to you, therefore, please accept our offer of a free refresher course within the next 2 years. All you or your son will have to do to take advantage of this offer is contact our customer service department. We hope that we will see you again soon. Please let us know if you need anything else at this point. Have a good day ahead. : )
  
  Best, &c,
  Customer Service

  Customer response

  05/30/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for an EMT course at EMS University, at ***************, ** location. I paid $50 deposit on 12-11-23. Then I paid the remainder of $1145 on 1-18-24. For personal family reasons I had to move back home to DFW & gave my notice of cancellation on 2-14-24. The class was scheduled to start on 2-20-24. Per their website, they state that a student is eligible for a refund of 90% no later than 30 days from the time of cancellation. It is now April 23, 2024 & I have no refund. I can only talk to them via chat. They never reply to my emails regarding this. The 3 people on the chat have been telling me for 6 weeks now that the refund is processed but they are waiting on a release date. They say they will speak to the manager & email me that afternoon with status but THAT NEVER HAPPENS either. I ask them why their website states "In no case shall the total review and processing time of the refun be greater than 30 days", but they say they do not know. I have called & asked to speak to the manager, *********************, but they will never put her thru to ********* say they don't have a direct number for her. I have asked to speak to the accounting department since the chat reps say the accounting **** are the only ones who know when my check will be released. They say they don't have their number. I am entitled to this refund because I cancelled the class, with notice, before the class started. I am tired of getting the run around from this company. When you call their number, you can only speak to the same 3 chat agents. They won't put you thru to anyone else.I want my refund that I am owed. It has been 60 days. I'm attaching all of the documents as well as an email I sent on 4/10/24 to any & all email addresses I could find on their site, but never received a response. I also resent that email again today. I just got off the *********** again said they don't know when my check will be released.

  

  Business response

  05/06/2024

  Good Afternoon ******************,

   

  Thank you for taking the time to provide information regarding your experience. I wanted to let you know that your account has been refunded and appreciate your patience in this matter. We strive to have the best customer service possible and I'm sorry your experience was not good. As a token of our resolve to make the situation better for you, if you so desire to take a class from us within the next 6 months, we will be happy to provide you with a $250 credit. If you do happen to become certified already, we would be happy to provide you with your first refresher course for free, provided you take that within the next 2 years. In order to take advantage of this offer, please contact our customer service team and we will be happy to assist. Thank you for your valuable time and again your patience. 

  Best Regards, 

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The school is not providing instructors to teach us what we paid for. We are literally standing outside of class right now 11/20/23 waiting for an instructor to show up. We have missed 4 days of school already and waiting for an instructor to show up tonight.

  

  Business response

  12/18/2023

  Thank you for taking the time to send us a message related to your experience at EMS University. We apologize for any difficulty you have encountered with the class. We are hoping that these issues have been resolved, by now, but if not, feel free to write back and let us know. We take your feedback to heart and will work to improve the program in the future. Thank you for your valuable time, 

  Best, &c,

  ****************, EMT-Paramedic, ****, M.A.
  CEO, EMS University, LLC d.b.a. EMS Universal Education
  We Dont Follow the Standards, We Set Them.
  www.emsuniversity.com
  ****************************************************************
  ***************************************************************
  **************
   

• Initial Complaint

  11/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I enrolled at EMS University for a 24 hour EMT refresher course. However, once I learned the course was online only, I requested a refund on September 20, 2023 through their Chat portal. I was informed the refund could take up to 30 days. After the 30 days, I have sent two emails, and had two chat sessions and one phone. On each occasion, I am told the refund is still processing, and a representative will return my call. However, I have yet to receive a phone call or have my refund issued.

  

  Business response

  02/02/2024

  Thank you for taking the time to share your experience. Im sorry to hear that our course did not work for you. We actually have a variety of EMT Refresher courses that can be taken. We offer online instruction as well as in-person skills checkoff, it really just depends on what you sign up for.

  
  

  I have reviewed the records and see that you have already been refunded, however, as a token of goodwill in the hopes that you might try our course again in the future, we are happy to offer a 50% discount for a future EMT Refresher course (online or in-person) in the next 2 years. You may take advantage of this offer by simply contacting our customer support. Thank you again for taking the time to bring these matters to our attention. I hope we will see you at a future course. 

  
  
  

  Best, &c

   

  --

  ****************, EMT-Paramedic, ****, M.A.

  CEO, EMS University, LLC d.b.a. EMS Universal Education

  We Dont Follow the Standards, We Set Them.

  www.emsuniversity.com

  ********************emsuniversity

  *******************emsuniversity

  **************

   

• Initial Complaint

  10/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased classes through EMS University on July 4th of this year for a class that would begin on July 24th (I think). I later decided to apply for a refund because I couldn't attend classes due to personal finances. Their refund policy states that if you request a refund before classes start, that students are entitled to a refund of 90% plus an administrative fee. The total amount of the refund should have been $1650. After a month waiting for my refund to be processed, I entered into chat with their customer support on Sept 9th. I was told that processing had been completed and they were waiting on the check to be mailed out that Friday. I waited another week with nothing sent. I received a call from their administration saying that my check was not mailed on time, and that it would be mailed next Friday Sept 22. I entered into chat with support again Monday Sept 25th and was assured it was mailed and that I would receive it in 5-7 business days. It is now 2 weeks later and I have not received that check or any follow up from their office.

  

  Business response

  12/18/2023

  Good Afternoon ***********, 

  Thank you for contacting us regarding your situation. We have  processed the refund and it appears you have already cashed the check. If you need anything else at this point, please do not hesitate to let us know. Thank you for your valuable time. :

  Best, &c

   
  --
  ****************, EMT-Paramedic, ****, M.A.
  CEO, EMS University, LLC d.b.a. EMS Universal Education
  We Dont Follow the Standards, We Set Them.
  www.emsuniversity.com
  ****************************************************************
  ***************************************************************
  **************
   

  Customer response

  12/19/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****************************************************
  
   
  

• Initial Complaint

  08/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took an EMT Bootcamp course that cost $2695.00 (not including other fees for registration $50, vaccines $120, and fingerprint clearance$66) that was 14 days long 12 hour days. They said it was originally 9 AM to 9 PM on the second or third day of class they switched it to 7 AM to 7 PM. (I had to cancel other appointments because of this). Not only was the equipment broken and out of date. The class was supposed to be in person, two days were on zoom (no one told us, so we lost 2 to 3 hours of lecture.) One of the admin ladies was consistently rude and disrespectful, she cussed at us on several occasions when we asked for help and flipped off my co-student behind his back in front of another class. There was no Internet for two days, when there was a lot of homework to be done before midterm through their website that needed Internet. My co-student and I almost got dropped from the course because things werent submitted/uploaded due to the lack of Internet. They advertise 20 vehicular hours but did not provide them at that location. The tasks needed for midterm, We had ZERO technical/instructor/admin help but there were a lot of issues with the website and nobody had the class numbers we needed to complete these tasks. I was held accountable when my co-student showed up three hours late, I lost out on lecture time. There was another day when my instructor was in charge of another slower paced class. So we joined them for half a day and then the other half of the day we were left unattended to practice skills. I had a total of five instructors throughout the two weeks, all on different chapters, Two of which commented on the equipment, saying we were put at a disadvantage because of it. I have reached out to this business repeatedly though I havent heard back in 10+ days. I have a copy of the email sent to EMSU admin I would really like to send out to BBB, if somebody could email me I have quite a few more details/issues in the email that I couldnt fit on here.

  

  Business response

  02/02/2024

  Thank you for taking the time to share your experience, we greatly appreciate it and will take your feedback to make sure that future students encounter a better program. With regard to the equipment and instruction provided, it is very important for us to ensure we are meeting and exceeding standards required. We have reviewed this information with our instructors as it is our desire for them to provide the best educational experience possible and present it in a professional and appropriate manner. The same goes for our staff. 

  
  

  We have spoken with staff regarding these instances you have reported and rest assured that we have taken appropriate action to ensure that no such instances like this occur in the future. 

  
  

  Sometimes, with regard to the internet, we do have technical issues that might occur from time to time. We now have a dedicated team of IT support professionals that can assist in such matters. We have also extended our customer support hours to help to address any matters which might occur as a result of such problems. Furthermore, we have contacted our ISP to gain assurances of the best possible internet connections during class as this is important to us and the success of our students. 

  
  

  While we understand it might be confusing to have a variety of instructors, some classes, due to instructional schedules might have more instructors teaching than others; this is because many EMS and **************** might require providers to work unusual and long shifts, sometimes in excess of 24 or 48 hours and sometimes those shift schedules to not always align with their availability to teach students on a regular time slot. We do believe that this can serve as benefit to students, however, because a significant majority of our instructors are currently working in the field and providing direct patient care and helping to serve the public safety and welfare. These instructors are usually better adept to give real-life experiences vs someone who say worked in the field 20 years ago. 

  
  

  We do understand your frustration with your experience so in light of your circumstances, we will be happy to offer to have your first EMT Refresher done completely free if completed in the next two years. In order to take advantage of this offer, feel free to contact our customer support directly and they will take care of you. And while we might not be able to make your previous experience better, please know that your feedback will be used to make our program better in the future for other students. We very much appreciate the time and attention you have taken to bring these issues to our attention. 

  
  
  

  Best, &c

   

  --

  ****************, EMT-Paramedic, ****, M.A.

  CEO, EMS University, LLC d.b.a. EMS Universal Education

  We Dont Follow the Standards, We Set Them.

  www.emsuniversity.com

  ********************emsuniversity

  *******************emsuniversity

  **************

• Initial Complaint

  02/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for an EMT course. On their website they have a few different options and I picked the Fast Track option. It's supposed to consisted of 130 in-classroom hours. However, when going to attend the course after I paid for it, it turned out to be a Zoom course. Some days in-classroom in ******, having Zoom lectures from their Tempe location and some from our own homes. On top of that, the director/instructor was so incoherent it was almost impossible to follow. I don't believe they had any reason to be Teaching the course. This is not what I paid for as I can't learn from a Zoom call. When I did ask for a refund they said I signed it away before I attended the first day of course.

  

  Business response

  07/16/2022

  Good Afternoon, 

   

  Thank you for your comments. We have been forced to conduct some classes via Zoom for health and safety reasons due to COVID-19. Student already contacted us to reschedule the course for 2023. Please let. ** know if you have further questions. 

   

  Best, &c
   
  --
  ***** Major, EMT-Paramedic, ****, M.A.
  CEO, EMS University, LLC
  We Dont Follow the Standards, We Set Them.
  
  www.emsuniversity.com
  
  http://facebook.com/emsuniversity
  http://twitter.com/emsuniversity
  **************
   
  Mailing Address: 
  501 *****************, Suite 105
  
  *****, ** 85281
  
  NOTICE: This E-mail is the property of EMS University, LLC and contains information that *** be PRIVILEGED, CONFIDENTIAL or otherwise exempt from disclosure by applicable law. It is intended only for the person(s) to whom it is addressed. If you receive this communication in error, please do not retain or distribute it. Please notify the sender immediately by E-mail at the address shown above and delete the original message. Thank you.
   
  DISCLAIMER: I am not an attorney. This is not legal advice. You should not rely on my advice as legal advice. If you need legal advice, you should consult an attorney. 

• Initial Complaint

  01/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a training scheduled on or around the 8th of December with EMS University. On the day of the training I received a message that indicated that the training would not occur. The message indicated that it can be rescheduled but didn't give a specific date and time to do so. I waited a for a few days and then called EMS at **************. I left a detailed message asking someone to call me back to discuss. After 20 days of waiting I called the same number, and asked for my money back. I spoke with someone that said I will process the request and it will be completed in one to two business days. When I didn't receive my money back I have called and left several more messages. Today, 01/04/22, I called again and asked why I do not have my money back. I received someone that said they don't know about the first contact and transferred me to someone out of the country who said they have processed the request and it will take 30 days to process. I advised them that it only takes 3 to 5 business days to process a refund to an account. They gave me the email address to complain. This all represents horrible customer service! I advise no one to have anything to do with this business!

  

  Business response

  02/04/2022

  Dear *********************,

  
  

  Thank you for contacting us. We are sorry to hear about your experience and your money has been refunded. We have reviewed the details with our staff and will do our best to ensure higher quality in the future. Thank you for your valuable time.
  

  
  Best, &c
   
  --
  ***** Major, EMT-Paramedic, ****, M.A.
  CEO, EMS University, LLC
  We Dont Follow the Standards, We Set Them.
  

  www.emsuniversity.com
  

  http://facebook.com/emsuniversity
  http://twitter.com/emsuniversity
  **************

• Initial Complaint

  12/02/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I registered for the EMS ************************************************** ******, **. Upon purchase of this course, it was stated that it would be done completely in person. However, in the first day of class I was made aware that this course would be of a "hybrid" structure, with both online and in person learning, done synergistically. I demonstrated understanding of this and agreed to the hybrid structure. However, I am nearing the end of the course, with only 2 out of 24 classes being in person so far, which both of them were for scheduled in person exams. This is not the hybrid structure I agreed to. Moreover, the "online" portion is merely a live stream from the class in *****, with no direct attention to the campus in ******. I paid for a course that would adequately prepare me to become an EMT, however, with the lack of proper instruction, I am left with minimal preparation. Not only so, but the program is extremely disorganized and the instructors are significantly tardy to begin streaming the class, sometimes being up to an hour late. They also make no considerable effort to incorporate the ****** campus. It is important to note that students of the ****** campus pay the same amount for the course as do the ***** campus. I would also like to make it clear that the instructors and administration for the ****** campus are NOT at fault, rather, it is the program director and administration based out of *****, ** who are at fault.This is not buyer's remorse, this is a complaint of a scam institution that fails to adhere to the agreed upon program details. I have attached the syllabus of the course below.

  

  Business response

  07/16/2022

  Good Afternoon BBB and Mr. *********************** you for taking the time to let us know about your experience. We take your comments seriously and will investigate accordingly. As for the method of your course, we apologize that the class has been delivered in your area via Zoom, however, due to COVID-19 restrictions and/or your limited class area/size, we have been forced to make some programmatic modifications to ensure the health and safety of our students at times. Because you have already completed the entire class, but have not submitted all your assignments, a refund is not available. Our administrator in your area did mention that you were missing PCRs and because that's the case, it is generally not possible, unless you complete the class all over again or get special permission from the Program Director to complete your class. 

  If you choose the former option, we can offer to have you take the class again at a 50% discount. Just contact customer support to take advantage of that option. 

  Thank you for your valuable time. 
  

  Best, &c
   
  --
  ***** Major, EMT-Paramedic, ****, M.A.
  CEO, EMS University, LLC
  We Dont Follow the Standards, We Set Them.
  
  www.emsuniversity.com
  
  http://facebook.com/emsuniversity
  http://twitter.com/emsuniversity
  **************
   
  Mailing Address: 
  501 *****************, Suite 105
  
  *****, ** 85281
  
  NOTICE: This E-mail is the property of EMS University, LLC and contains information that *** be PRIVILEGED, CONFIDENTIAL or otherwise exempt from disclosure by applicable law. It is intended only for the person(s) to whom it is addressed. If you receive this communication in error, please do not retain or distribute it. Please notify the sender immediately by E-mail at the address shown above and delete the original message. Thank you.
   
  DISCLAIMER: I am not an attorney. This is not legal advice. You should not rely on my advice as legal advice. If you need legal advice, you should consult an attorney. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩