Complaint Review: Netspan Group - Internet

The following is the stated refund policy I received with my materials which were ordered from this company on May 29, 2008:

NetspanGroup Educational Testing Services REFUND Policy

Criteria

1. You have taken an available exam, but did not score 70% or higher.

2. You were unable to schedule an exam in your area:  neither Exam 460, 473, or 473-C      

    have been offered in your area in the 12 months following purchase of this package.

Procedures

For all refunds, you must call our customer service department at 1-800-914-1197 to receive a Return Authorization (RA) number which will be valid for 14 days; only one RA number will be issued per order.  All package contents must be free of markings and tears.  Used materials will NOT be accepted.

For a refund due to not passing the exam, the following conditions must be met:

1. You must provide a copy of your letter of ineligibility from the U.S. Postal Service.

2. Your Return Authorization (RA) number must be issued no more than 60 days after    

    the postmark date on your letter of ineligibility.

For a refund involving an exam not being offered, the following conditions must be met:

1. You must have been willing to take Exam 460, 473, or 473-C.

2. There has not been testing scheduled at a site within a 100 mile radius of your          

    home within 12 months of your purchase.

If the proper criteria have been met, your refund will be processed within 7 business days of receipt of the package and accompanying documentation.  A Return Authorization (RA) number is required.  You will be refunded the full package purchase price (excluding taxes, shipping & handling charges).  The amount you will be refunded is $99.50.

When I called after the year had passed and no test was offered, I was told by a Ms Dotson (who claimed to be a manager) that I was no longer eligible for a refund because it had been more than 12 months since I made the purchase.  So they won't give you a refund before the year is up, and when the year is up they say it's too late.  You can clearly see from the policy posted above that although a specific timeframe is given for obtaining an RA number if you don't score at least 70% on the test, there is no timeframe given for not being able to take the test except that you have to wait at least a year.  It is quite obvious that this company and the people that represent it know that they are cheating people and they are using false advertising to lure them in.  It is worth noting that their current refund policy does not provide recourse for those who are not able to take the test.  This operation is nothing more than a scam designed to prey on those with limited resources trying to better themselves.  Any good company will stand behind its' products and services with a reasonable refund policy.  The only thing these people stand behind are the internet links and classified ads they use to reel people in.  They promise things they have absolutely no intention of delivering and will refuse to honor their so called money back guarantee.  It's just too bad that this money is not tax deductible as a charitable gift, because if you give them money you are in effect donating it to their cause, whatever that may be.

In response to this customer's claims, all calls are recorded for quality and training purposes. NETSPAN GROUP would NEVER misrepresent ourselves in any way and is why we answer our phones as NETSPAN EDUCATIONAL TESTING SERVICES. Nowhere on our website does it say we are affiliated with any government agency nor would any call center rep say we ARE a government agency. If the customer would give us his or her full name we would be happy to post the sales call to this complaint so all consumers could hear what was said. Perhaps this customer should take a look at our website www.netspangroup.com