McKissock LP

January 22, 2016 Subject: Complaint ID #[redacted] Dear Ms. [redacted]: I have thoroughly investigated this incident. The following paragraph is the details of what I discovered. Ms. [redacted] completed two courses with McKissock on January 2nd. McKissock attempted to submit Ms. [redacted]’s completion on January...

3rd; however received notification it would not be processed as her license had an inactive status. McKissock has never been able to submit courses for inactive licenses for the state of Montana. Ms. [redacted] called in on January 8th to confirm her rosters were submitted. She was notified we are unable to submit. Ms. [redacted] requested her courses she be submitted under her property management license. Unfortunately, the representative she spoke with did not understand and was attempting to charge for the submission. Once I received the letter, our regulatory department contacted the Montana Board of Realty to see what needed to happen in order to submit the completions and therefore put Ms. [redacted]’s license back to active status. Through conversations with the board, McKissock uploaded her completions under her property management license on January 14th. The Board then transferred credit to her Broker license. Confirmation from the Board of Realty, sent to McKissock and Ms. [redacted], was received on January 15th that her courses were submitted to her inactive license. If you have any questions or require additional information please do not hesitate to contact me at [redacted] or ###-###-####. Jackie V[redacted] Senior Regulatory Compliance SpecialistMcKissock

October 6, 2016Revdex.com 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220 Attn: [redacted]Subject: Complaint ID #[redacted]Dear Ms. [redacted]I have thoroughly investigated this incident. The following paragraph is the details of what I discovered.Mr. [redacted] registered with McKissock for...

courses for his Florida Appraisal License in December 2015. Mr. [redacted] has three licenses on file with McKissock, Florida Appraisal License #[redacted], New York Appraisal License #[redacted], and Florida Real Estate License #[redacted]The courses completed for his appraisal license are not approved for New York Real Estate credit except one course titled The Dirty Dozen, completed Sept 28, 2016. Credit for his NY real estate license was offered for this course on October 3, 2016 at no charge. Unfortunately we are unable to add credit for his NY real estate license for any other course as they are not approved by the New York Real Estate Commission.McKissock contacted Mr. [redacted] on October 11th and offered him free courses in order to renew his New York Real Estate License.if you have any questions or require additional information please do not hesitate to contact me at [redacted] or ###-###-####.Sincerely,Jackie V[redacted]Senior Regulatory Compliance SpecialistMcKissock

Review: I paid $2500 for an online class through McKissock (not to mention a lot more on other classes over the last 10 years). No where when you sign up to it say the course material will be limited to a certain time period for my use when purchased. I purchased a full package containing 300 study hours in hopes of finishing it in a year to take a 12 hour Licensed IL appraisal exam. It took me longer than expected (a little over 2 years) and I am now signed up to take the final exam but I have no access to the study materials or past exams through McKissock. The said the expiration dates have passed and there is no way for me to access the information I paid for with out paying for it again? Had I paid for a book version of it, I would have had it forever. Unfortunately, my state does not provide much in terms of study materials for appraisers and I now only have access to about 40% of the testing material I paid for because those materials haven't expired quite yet. TDesired Settlement: I'd prefer to have access to the information I paid for, at the very least they should tell patrons upfront that any courses they sign up/pay for will only be available for a limited amount of time. I was at first told I wouldn't have access to taking the tests again (which was fine) but then after the courses totally disappeared I have access to nothing -which I was not told till the information was gone.

Business

Response:

January 22, 2016 Subject: Complaint ID #[redacted] Dear Ms. [redacted]: I have thoroughly investigated this incident. The following paragraph is the details of what I discovered. Mr. [redacted] completed appraisal qualifying education with McKissock in 2013. Mr. [redacted] scheduled time with the board to go sit for his state exam in order to upgrade his license. In order to prepare for the exam he was requesting access to the materials as a study guide. Mr. [redacted] called in on January 11th as he could not access his course material. Course information is archived after 2 years of completion. Overall, the call was not handled well by the representative. The representative is our newest; she provided information to the student that was not accurate. When she spoke with a supervisor she relayed the incorrect information when presenting the student situation. Review of the student account would have shown that 2 months before we had enrolled the student into three of his previous courses for review. This was a situation that she had not encountered before and is not one that we get often. We do not / did not have a guideline in place for handling students who would like to go back and review courses that they had already completed like this. It was an unfamiliar situation that was handled without our typical empathy or compassion. A meeting was held to discuss how to handle these types of cases so this does not happen in the future. Our regulatory department contacted Mr. [redacted] on January 21st in order to assist him better. We were able to load all previously completed qualifying education courses to his account for review. If you have any questions or require additional information please do not hesitate to contact me at [redacted] or [redacted]. Sincerely,Jackie V[redacted]Senior Regulatory Compliance SpecialistMcKissock

Review: McKissock refuses to report the real estate continuing education credits I completed online to my licensing agency. They allege that because the license is in inactive status, they cannot report my continuing ed. There is nothing on their website that states if a license is inactive they will not report the credits. My course fees include reporting continuing ed completion to the licensing agency.

I am trying to reactivate my real estate salesperson license. In Montana, I need 24 credits of continuing ed to reactivate. McKissock has put me in a catch 22 situation. They won't report if my license is inactive and I can't reactivate without their credit. In addition, I have another license with the Montana Board of Realty Regulation as property manager. The credits could be reported under this license as it is currently active and the MT Board of Realty Regulation stated they would then apply the credit to both licenses, but McKissock said they would need to charge me a fee to report to another license. They haven't reported to the first license so why should they charge me another fee to report to a second license?!

Additionally, the information on their website about charging for an additional license only talks about an additional charge for another state. Indeed, the drop down menu after you complete a course allows you to select another state to report to for an additional fee, but no option for reporting to another license from the same state. So I assumed from that and from the lack of information to the contrary that reporting to an additional license from the same state would be free of charge.

I've tried to resolve this by speaking with several customer service representatives from McKissock, including a customer service supervisor, but McKissock refuses to resolve the problem. I was told at one point that it would not post to my licensing agency because the license is inactive, making it sound like they tried but the system would not accept the information. However the [redacted], another online education company had no problem reporting their credits to my inactive license, which were completed a few days earlier.

Since it was insinuated by McKissock reps that the problem was reporting directly to the licensing agency, I asked if they could instead send me the certificates with my license number on them. I was told they also couldn't do that for an inactive license!Desired Settlement: MCKISSOCK TO REPORT MY CONTINUING EDUCATION TO MY LICENSING AGENCY REGARDLESS OF MY LICENSE BEING INACTIVE. They have no clear policy that states otherwise, so they should report the education. They haven't reported to EITHER of my licenses, they should be required to report to at least one. I paid them money for the courses, which includes reporting to a licensing agency on my behalf and they have not done so.

MCKISSOCK TO CLEARLY COMMUNICATE, BOTH ONLINE AND ON THE PHONE, THE POLICY REGARDING REPORTING TO A SECOND LICENSE. If McKissock's policy is to charge a fee for reporting to ANY additional license, including one in the same state, they should clearly state this policy. This is currently not on the website and was not communicated to me by various representatives with whom I spoke. The first time I learned this was from my communication with the customer service supervisor.

IF THEY REFUSE TO REPORT MY CE TO MY LICENSING AGENCY, THEN I WANT THE MONEY BACK THAT I PAID FOR THE COURSES.

Business

Response:

January 22, 2016 Subject: Complaint ID #[redacted] Dear Ms. [redacted]: I have thoroughly investigated this incident. The following paragraph is the details of what I discovered. Ms. [redacted] completed two courses with McKissock on January 2nd. McKissock attempted to submit Ms. [redacted]’s completion on January 3rd; however received notification it would not be processed as her license had an inactive status. McKissock has never been able to submit courses for inactive licenses for the state of Montana. Ms. [redacted] called in on January 8th to confirm her rosters were submitted. She was notified we are unable to submit. Ms. [redacted] requested her courses she be submitted under her property management license. Unfortunately, the representative she spoke with did not understand and was attempting to charge for the submission. Once I received the letter, our regulatory department contacted the Montana Board of Realty to see what needed to happen in order to submit the completions and therefore put Ms. [redacted]’s license back to active status. Through conversations with the board, McKissock uploaded her completions under her property management license on January 14th. The Board then transferred credit to her Broker license. Confirmation from the Board of Realty, sent to McKissock and Ms. [redacted], was received on January 15th that her courses were submitted to her inactive license. If you have any questions or require additional information please do not hesitate to contact me at [redacted] or ###-###-####. Jackie V[redacted] Senior Regulatory Compliance SpecialistMcKissock

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I appreciate McKissock's efforts in resolving my complaint.