A David Santor (salesman) called me on 9/25/03, in response to my inquiry online about IT certification. During the conversation, Mr. Santor kept pressuring me; I must make a decision today, so I can take advantage of this once in a lifetime offer. I explain that I couldn't afford it, but Mr. Santor countered with "IT certification is essential for gainful employment" and I could receive a special price for this package if I acted now. I bought into his logic and agreed to have my Visa credit card billed monthly at $149.92 for 12 months. On 09/25/03 Smart Certify charges my Visa $149.92 for the down payment.
I was optimistic at the new opportunities of employment that I could obtain from an IT certification. I went through the CompTIA A program within 36 hours, just to refresh my existing knowledge of the subject matter. I became deeply concern over the course materials, being so out dated by today's technology and my own personal experiences for the past 5 years in this field. Other concerns were the erratic errors from their interactive tutorial.
Pondering this for a few days, I contacted David Santor via email on 10/1/03 to request a cancellation. Mr. Santor informed me that a refund could not be issued until I failed 2 exams within 90 days. I explained to him that I couldn't afford to do this and I just wanted to cancel my enrollment. I was made out to be the bad guy because I question the validity of their course materials and their refund policy.
On 10/21/03 Sean Weiland (Customer Service Representative) contacted me about my complaint regarding the pressured sales tactics used by David Santor. Mr. Weiland conveys the same sentiments that I couldn't receive a refund unless I fail 2 exams. I pleaded with Mr. Weiland that I couldn't afford this with my unemployment situation. I explained that I was unable to receive unemployment benefits and now my family depends on the Visa credit card for groceries. Mr. Weiland would not listen to reason or care less about my situation.
Being unable to resolve this with Mr. Weiland, I decided to write complaint letters on 10/24/03 to the Better Business Bureau of Clearwater and the Attorney General of Florida and Texas. The letter stated that I felt pressured and deceived by the salesman regarding the importance of an IT certification for employment and their refund policy.
FYI: What compounded the situation for me was the lack of availability to their site due to technical difficulties and being blamed for this problem. I bent over backwards to resolved the issue by installing Netscape browser, Java and reformatting my hard drive twice. Each time I explained that I have no problems with other java content web sites, such as www.java.com games. SmartCertify to this day blames me for the technical difficulties with my access to their web site. It's my fault that I can't access their Courseware materials, so the problem is my computer and not their web site.
All 3 agencies replied by stating that SmartForce Direct Company, aka. SmartCertify Direct has a long history of consumer complaints regarding refund issues and quality of service. During my 6 month research, I have discovered about 160,000 complaints against SmartCertify, in regards to their services and refund policies. SmartCertify claims to have 4.6 million customers worldwide. According to my research, it is licensing issuances of course materials and not actual customers.
The next step for me was to deny any charges from SmartCertify on my Visa credit card, but I keep getting billed for services that I was unable to use or access due to erratic errors from their Courseware materials. I worked extensively with David McClure (Tech Support Manager) to resolve the technical difficulties, but to no avail. Mr. McClure and Mr. Shields insisted the problem was my computer and I explained that I have no problems with my computer in accessing other web sites, but its still my fault and I have to pay for the service.
I spoke to Jason Shields - Director of Support Operations (final contact 03/19/04) on several occasions expressing my deep dissatisfaction with their course materials, unemployment and the technical difficulties of their web site. As before Mr. Shields conveys the same sentiments as Mr. Weiland, fail 2 exams within 90 days before a refund could be issued. However, Mr. Shields did offer to upgrade my account to Referenceware, which is a text base reader course. I thank him for the offer, but declined. I explain that I signed up for an interactive tutorial lesson package and 1 year of access to MySmartForce and Courseware. Since I can't access the site or the materials, I'm being force to take something I don't want. Again I express my dissatisfaction and request a refund. Again I was denied.
It has been 6 months and there's no end to this insanity from this company. All I want is a refund of existing charges to my Visa credit card and a cancellation of their service with me permanently without any retaliation or negativity towards my credit history.
I felt pressured and mislead in making an agreement based on my unemployment situation. Even though I couldn't afford it, I decide to make the best of it and go through the CompTIA A course, as a refresher to my existing knowledge and experience.
After a few days it became apparent that I have made a big mistake because the Courseware materials were out of date by today's technology and my personal experience in the field. I kept getting erratic errors trying to access their online materials.
After requesting a refund, I was referred to their 90 day warranty of taking 2 exams and failing before a refund could be issued. This is unreasonable because to study and register for exams takes 120. The refund policy is intentionally set against the consumer, with no intention of refunding money.
I would also like to mention that any company who authorize salesman to use misleading tactics on unsuspecting individual customers should be stop. I have read many customer complaints regarding SmartCertify and all have 1 common thread; their refund policy.
Like many of the people here, I have filed complaints with the Federal Trade Commission, Internet Fraud Consumer Complaint, Attorney Generals of Texas, Florida, New York, Colorado and California; 6 complaints to the BBB of Clearwater (SmartCertify still has unfavorable rating as 3/27), Federal Bureau of Investigation, United States Department of Justice and Bank of America in Norfolk, Virginia.
I can't let go of this fight with SmartCertify because the well being my family is at stake here. Yes, I did make a mistake, but at what cost does a person have to pay and what benefit is it to SmartCertify to intentionally bankrupt a family of a 5 month old, 23 month old, 9 year old, wife an a unemployed husband. Is it to inflict their supreme authority over the individual, who has no resources to fight back!
I would like to close with this thought. An individual has no power, but as group we change the way SmartCertify does business with the individual customer.
Eugene
Deer Park, Texas
U.S.A.
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