Complaint Review: PrepLogic LLC - Tampa Florida

LLoyd,

I'm glad you've recognized our sincere effort to be accommodating, fair, and even generous. This offer to give you a free year of service came directly from our top notch customer service team. You are already setup on your free second year. If you would like, you can open a support ticket with our customer service team to confirm this free second year.

In closing, I hope you will as aggressively sing the praises of our company and our customer service effort to meet your needs as you did to voice your dissatisfaction. We truly do care about our customers and look to have each of our thousands and thousands of customers as happy and satisfied as you. Please tell your friends and colleagues about our efforts to help you.

Best of luck.

Who do I contact in reference to honoring the "Free One Year Extension"?

Please advise me of the name and contact number of the person I need to talk to for implementing the one year extension.  You can also send me something in writing to my address on file or my email address.

I will accept your offer and consider this a mutual agreement.  I have no hard feelings and only wish to continue my professional training and education.  I appreciate your time, efforts and consideration in this matter. 

Lloyd,

Thank you for providing us some additional information to help us better understand your issue. We've reviewed your order. It does appear that you purchased one year of access to our Unlimited Access program for $995 on September 25, 2008. As a matter on context, we currently offer two years of access for $1895 with additional features and benefits available to our new customers such as online access.

You have stated that you feel you're entitled to additional years of access despite what your order shows, for which you received a copy, and what we were advertising at the time. Unfortunately we simply have no information that supports your assertion. In fact, we have have provided a link below for you to see the EXACT email that we sent out on September 20, 2008, just 5 short days before you purchased. It clearly advertises exactly what you purchased - one year of access for $995. We sent this email and variations of it out to potential customers for several weeks prior to your purchase.

www.preplogic.com/support/uca.jpg

Now, the silver lining in this situation is that we have a customer that wants to use our software. And we want you to use our software. It's always a good thing when customers want more of the excellent training we provide. That's a good sign that we're doing something right.

To help you continue with your training, our customer service manager has already approved a free year of access for you - a second year. He made you aware of that several days ago via your complaint with the better business bureau. We are trying very hard to make you happy even when every fact we have available to us says we've provided you with everything you were entitled to. Unfortunately, it seems that you responded with additional insults and accusations.

Lloyd, we want to help you reach your goals. But we find it difficult to give you more than another full 12 months of access FOR FREE. We understand and adhere to the philosophy of "the customer is always right" and "the squeaky wheel gets the grease" but we feel we're being very generous with a second year for free. We're trying very hard to be helpful and agreeable with a very belligerent customer.

Without an ability to do more for you in this situation, we will consider this matter closed from our viewpoint. And so I hope you'll agree that we are being both fair and accommodating and accept our free year of service. This free year entitles you to all the same benefits you've enjoyed for the previous 12 months.

Best of luck.

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You know who I am.  However, I will repeat my name for you again.  My name is Lloyd Haig.  You have all the documentation and information on the complaint submitted to your company.  In addition, what good does it do to drive over to your school to listen to more lies and excuses?  If you can not resolve the problem over the phone or email how does meeting anyone change anything?  This is just another canned response and an attempt to make a wrong and scammed situation look good...when it is not.  If you are interested in sincerely and honestly working this problem out...you cam call me or send me an email.

As a company, we offer our sincerest interest in helping each of our customers earn their certifications and meet their career goals. In your specific situation, we have extended to you the invitation not only to let us do that but also to visit us in person, a sincere offer. That offer remains extended and we would thoroughly enjoy your visit.  However, as a response you stated that we haven't provided "any and all original documentation signed or approved by me" regarding your order. However, you haven't provided us any information regarding who you are so we can't. We also continue to work with our friends at the BBB to help resolve customer issues that have extended beyond normal resolutions to ensure that each customer receives the type of service they expect from us and we expect from ourselves. We're always looking to improve our service and our solid reputation with consumer advocacy groups supports our earnest effort to meet the unique needs of each of our customers. Because when our customers win, we win!

We have one goal at our company - to help our customers earn their certifications. If we can assist you, please visit us online or in person - the offer stands.

This is there canned response. Ask them to provide any and all original documentation signed or approved by me.  Because they never provided me with documentation or invoices. Like I said earlier...this is convenient for their situation.  Better yet...they fail to reply to my request to provide the original recorded calls to my original Sales Rep. They state that they record calls for quality assurance.  Maybe they just lose or don't record the quality scammed calls.  They are just scammers.  If anyone checks the large amount of complaints through the BBB or online they will see that they are not an honest and ethical company.  I guess all the other numerous complaints out there are not valid either.

Let me begin by stating that our top priority is customer service. We value and take great pride in helping customers earn their certifications to get the jobs that they deserve.

As far as I can see you are a happy customer that has successfully used our program for a year now. I would hope and expect that during that time you have received several certifications with the assistance of our training. And obviously you have been pleased with the training enough that you made an attempt to get another training title from our company just this month. Your issues have come now that your service has apparently ended. And I can understand your disappointment.

I can't speak to the specific details of your account since you haven't provided us valid information to research. However, in nearly all cases like yours it's a simple matter of a mix up that needs friendly customer service assistance. Since your purchase in September 2008 we have increased our service from a standard one year to two years because of so many requests for additional time from our customers. However, we were offering the option of purchasing additional years of training at the time of your purchase. These changes to our program may be the reasons for the mis-understanding.

So let me end by offering to you our desire to help you get trained and get the certifications you need. However, attempting to damage our reputation or character by suggesting that your previous year of excellent training is somehow a scam is unfair and simply not true. We want to help but we reject attempts by anyone to bully us by posting falsehoods or half-truths on an anonymous discussion board. Obviously you didn't think it was a scam while you successfully used our training for the past full year. So let us help you by contacting our support team an discussing with them in a professional manner your concerns.

Additionally, if you are in Tarpon Springs, Florida you are approximately 30 minutes from our office in Tampa. I invite you to come by at any time to meet our staff and see just how seriously we take our commitment to our customers. We are a veteran training company with over 11 years of industry experience - far different from the "telemarketing" label you've given us. We are located at 1300 N Westshore Blvd, Suite 125, Tampa, FL. Please come by and talk with us in person.

Should you choose to not make the trip across the bay to visit us, call and ask to speak with Mark Norris who is a contact on the BBB to help with customers with misunderstandings like yours.

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