Complain about a product or service

Virtual Learning Center

1925 Pine Avenue, Suite 9035, Niagara Falls, NY

Christine of Plainfield CT (4/3/03):
This letter is to express my complete dissatisfaction of the internet-based course I was recently enrolled in. I enrolled in Virtual Learning Center/Independent Homeworkers (IHA) Medical Transcription Professional Plus course September 25, 2002. I made an initial payment of $99.00 and payments of $122.64 every month thereafter, totaling $712.20 as of today’s date, March 25, 2003.

Upon enrollment I was supposed to receive a Welcome Packet and a Taber’s medical dictionary, neither of which I have received to date. Not receiving anything as of December 18, 2002, I sent my first e-mail to IHA’s Help Desk requesting information on all course materials and/or supplies IHA was to send to me, and requested the date to expect them (this information was suppose to be in the welcome packet which I have never received). In IHA’s reply dated January 3, 2003, it was stated that I should’ve received the Welcome Package. On January 3, 2003, I replied to IHA’s e-mail stating I did not receive the welcome package and would still like to receive it. I was also willing to pay shipping.

January 3, 2003, IHA replied stating they would send it out first thing Monday morning (January 6, 2003). January 16, 2003, still receiving nothing, I sent another e-mail to IHA’s Help Desk stating my concern regarding the shipment I still had not received. I also mentioned my concern regarding some typographical errors in their online course, asking for some re-assurance concerning their product and/or service. On January 30, 2003, not receiving any reply or any shipment, I sent yet another e-mail asking for the welcome packet again.

February 7, 2003, I received a reply that one would be shipped first thing Monday morning. February 17, 2003, almost five months after enrollment, still receiving nothing, I sent an e-mail to the manager of VLC/IHA stating my concerns, and expressing the fact I’d still like to study their course. February 18, 2003, I received her reply stating I should have received the welcome packet and the medical dictionary, she also stated that they’d ship it again right away. It is now March 25, 2003 and I have still received nothing!

Using this as an example of how I might expect to receive future service and/or supplies that I have and would continue to pay for from VLC/IHA I feel this company not only wasted my $712.20 I’ve paid them thus far but has also wasted 6 months of useful study time. I would like to request a full refund due to their inferior product and service. I feel VLC/IHA is not worth the 6 months of the study time they’ve wasted, the $712.20 I’ve paid thus far, and not worth the ending total of $2717.90 I would have paid to finish this course if I were to ever receive the shipments. I would like other prospective purchasers to be aware of this matter, as I wish I had been before I sent my initial payment.

This company not only wasted $712.20 I've paid to date, but wasted six months of USEFUL study time. In another few weeks I will not have the amount of time available to study that I've had since October.

The company responds:

Christine's appeal for a refund was heard by our Appeal Committee in June 2003. Here is the response I sent to her at that time:

Hi Christine,
I have just received a decision from the Refund Appeal Committee. The Appeal Committee reviewed your appeal letter. You did select a payment plan and although materials are shipped separately at different intervals, and you did complete part of the course, there is no reason why your first shipment was not sent. Therefore, the Committee has agreed to refund you the full amount you have paid, minus the non-refundable registration fee.

Refunds will be issued within 30 days of the Committee's decision.

They would also appreciate it if you would contact the following agencies and inform them of this decision:

The Council of Better Business Bureaus
Department of Consumer Affairs

Thank you.
Sincerely,

Amy Rudd
Manager
Virtual Learning Center

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