PA Rural Water Association

November 30, 2018We are writing to respond to claim # ***. The complaint alleges that Mr. was treated unfairly when he was not issued a refund for a backflow certification course that he did not attend.The backflow certification program is a very unique training that we provide, (t is a partnership between the Pennsylvania Rural Water Association and Pennsylvania Water Specialties Company. It is a week long course that requires part class work and part lab work in a wet lab environment. We have only 22 wet lab stations that can be utilized for each course, so space for this course is very limited each time we hold it. Additionally, we must purchase the certification exam and materials from American Society of Sanitary Engineers (AS5E) thirty days in advance of the class date. The exam that is purchased from ASSE is not transferable to a new student or a new class date. For these two reasons, It is specifically stated when you register for this course that no refunds for this class can be given within 30 days of the class date.This program now has a long reputation for providing quality ASSE approved backflow certification across the state of Pennsylvania. Specifically at the *** training site, we have held 58 certification trainings previous to the November 12th training that Mr. has filed a complaint against. Those 58 training seminars successfully produced 651 certification students without complaint. The November 12th class was the 59th certification training held at that address. It had an additional 21 students who successfully attended.I can't exactly know what happened on the morning of November 12,2018, I do know that this program has a successful track record at this location. I know that this location is located in the heart of the downtown Pittston business district. It is located less than a quarter of a mile from the United States post office and is surrounded by restaurants, retail, and commerce. I know that when Mr. registered and paid for the course that he agreed there would be no refunds given within 30 days of the start of this class.1 also believe that Mr. had a clear chance to successfully take this course and pass the examination, I know Mr. called Pa Water Specialties at 8:03AM and called Pennsylvania Rural Water at 8:07AM. I know *** from Water Specialties immediately called him back and got Mr. voicemail. She left a message to the effect that you are only a block away please call back for directions. *** then went down to the lab to see if Mr. arrived and when he did not she called him again this time speaking to him personally. *** stated that Mr. indicated that he was already heading home and did not want to turn around. 1 know Mr. spoke to ***, the principle of PA Water Specialties, around SAM. Mr. asked for a refund at that time and Mr. once again stated that refunds for this class are not possible. Mr. solution for Mr. was to simply come to class. At this point, Mr. had only missed the first hour of a week long course and the instructors would work with him to make sure he was caught up on whatever he missed before the exam on Friday, Stacey from the Pennsylvania Rural Water office followed up on the customer call with Mr. at 8:58AM. Mr, *** replied at 9:06AM and stated that Mr. is on his way back to class. I'm assuming that Mr. agreed to return to class while on the phone with Mr, *** and then didn't.I do not believe that we are responsible to issue a refund to Mr.. Mr. two main citations in his complaint are inaccurate directions and poor customer service on that morning. It is hard to argue inaccurate directions when all 672 students other than Mr. were able to successfully find the class at that |ocation. Customer service, 1 believe, was good. *** from Water Specialties immediately called Mr. back but was only able to get voice mail. *** a short time later, called again and reached Mr, ***. Mr. also called Mr.. It was Mr. s decision not to return to class.

Joesph F

Executive Director