ComplaintsforExcel Testing LLC

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/7/24, my daughter signed up to take an LNA exam and paid $208.On 5/10/24, she showed up to take the exam and was told she could not as she went to school in **. She was told she needed to take the exam in ** and apply to NH for reciprocity. As my daughter is only in ** for a few weeks over the summer and needed to find a job, she requested a refund and found a job that did not require LNA licensing. My daughter has followed up several times via email only to be told the owner said she will not give a refund, but they will set her up for another test. This is not what she was told on the exam day, and does not want another test. On 6/10/24, I accompanied my daughter to the ******** office to inquire again about a refund. The person at the desk, ******, was rude and withholding. I asked 3 times for the name and contact information of her supervisor. She would not comply since the "owner is on vacation. Just send an email to **************** As I have no idea who receives emails sent to this address, I do not see how this could be helpful. As *** Health Careers took money for a service they have not provided, the only resolution I am seeking is a refund. I have filed a complaint with my bank as I used a debit card for payment. I am filing this with the BBB to record this irresponsible business response, as given how they have handled the situation thus far, I'm certain we are not the only ones to have had such an experience.

  Business response

  06/21/2024

  Hi,

  this complaint is not related to LNAHC.  This is not our student. I own Excel Testing which is the company associated with this complaint. The customer was refunded 5/10/24. I have called the customer, and left numerous voicemails. I do not have the mothers phone number or email, she never leaves this information.

  thank you,

  *****

  Business response

  07/01/2024

  Hello,

  This customer was refunded on 5/10/24. They state they werent, so after our meeting on July 1, I refunded them an additional $208.00.

  The meeting held on 7/1/24 can be watched here: *******************************************************************************************************************

  The customer and mother have been to our office and was abusive to my staff member, after the initial refund.

  Best,

  *****

  Customer response

  07/03/2024

  This is incorrect and not at all what occurred.  The refund was never originally issued.  ******* investigated this charge and confirmed no refund was given.   In fact, we have an email  (see attached) indicating she cannot give a refund.  .  Only after contacting the BBB, did say she already gave a refund. When I asked for a receipt of that refund, she searched while we were on the call and could not find it.  I would have expected her to have the "documentation" ready for the call, as she indicated that is why Zoom was necessary.  She also did not let us know we were being recorded.  She finally relented and processed the refund.   

  It is a normal and appropriate response to be frustrated and angry when a business tries to keep money for a service they did not provide, fight you over it, and then lie about it when faced with consequences.  I wonder how many others have just given up, or not known about the options to turn to for help? This is not a business I trust.    

  Business response

  09/12/2024

  Dear ********,
  
  Thank you for bringing this matter to my attention. I apologize for any inconvenience or frustration you have experienced during your interaction with Excel Testing. I take customer feedback seriously and strive to provide the best possible service.
  
  Upon reviewing your complaint, we understand your concerns regarding the refund process and the lack of communication about the recording during the call. We apologize for any confusion or miscommunication that may have occurred during this process.
  
  We have thoroughly investigated the issue and have taken the necessary steps to address it. We have confirmed that the refund was not initially issued as stated, and we apologize for the inconvenience caused by this error. We have found the process error between our software information system and credit card processor. We have also addressed the lack of documentation and communication during the call, and we are working to ensure that such situations do not occur in the future.
  
  We understand your frustration and want to assure you that we value our customer trust and satisfaction. We appreciate your feedback, as it helps us improve our services and ensure a better experience for all our customers. Please be assured that we have taken your concerns seriously and will use this as an opportunity to enhance our processes and customer support.
  
  If there are any additional concerns or questions, please do not hesitate to reach out to us. We are committed to resolving this matter and regaining your trust as a valued customer.
  
  Thank you for your understanding and patience.
  
  Sincerely,

  ***** ****** RN, MSN

  President

*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. ↩