John W. Scherer Ceo - Video Professor Customer Service Refund Nightmare Lakewood, Colorado

7/07/9 Ordered
7/10/9 Received
7/16/9 First call - left message
7/17/9 No return call, sent eMail
7/21/9 Account Charged $189.95

7/21/9
Called and got through to a live person. Told it would take 3 or 4 days to get a return call from the busy queue, After pointing out that a a 3 to 4 day wait for a 10 day return policy was totallly unacceptable to any reasonable business practice that was never mentioned again. After much discussion it was agreed that it could be returned for refund of the $189.95, Process would start when they received the return.

7/22/9
Sent Priority Mail delivery confirmation # 0103 8555 7497 9107 7134

7/25/9
Delivered at 11:50 AM on July 22, 2009 in DENVER, CO 80219

7/31/9 (apx)
Called on process of refund. Acknowledged receipt though not logged in as received until 7/23, Refund being processed.

8/5/9 (apx)
Called on process. Told it could take up to 30 days

8/19/9 (apx)
Called on process. Told it was up to 30 BUSINESS days, not calendar days.

9/9/9
30 Business days up. No refund. Called and was told she didn't know why it hadn't gone through but she would resubmit it. Told it would take another 10 to 15 days and that she was going to send a form for getting a refund of the bank fees. (never received)

FYI: The original call and eMail never were returned.

9/18/9
Received letter saying that there was a form I had to fill out and return within 30 days from request for refund
"VIDEO PROFESSOR'S Violation of 30-day Return Policy Review Instructions" and that's just for the original $190

9/18/9
(3 times) Calling, busy
Got in wait queue and then cut off at 5 MST

9/19/9 Called

Talked to Anna #3801
Transferred to manager: Michael #3618

Told don't know why the 30-day form was sent.
Told there wasn't a form for getting bank charges back but to FAX bank statements to 803-232-5083 and they would consider it. Told refund of original $190 was "in process".

I finally got angry. How many times have I heard "it's in process" before in the last two months? It's amazing how many things got lost or done wrong. I'm very tired of being told one thing by one person and something else by another. I'm very tired of the time frame shifting every time I call in.

Told there was no one I could contact that could do anything about any of it. Finally, Michael was supposed to transfer me back to the rep to give me the FAX number. Instead he hung up and I had to call back to get that. I immediately called back and got the same rep, Anna. As she answered the phone she and someone else were having a really good laugh.

9/20/9
Filed complaint with BBB

At this point they owe me $476 + the original $189.95 for a grand total of $650.95.

I'm disabled and on a fixed income. After this last round of medical bills, I no longer have any savings, retirement or anything like that to tap into to make up for the lost money. I can't just go out and get a job. I can't stand for any length of time, I don't even have a car (it was totaled when stolen)

The course I was checking out was the home business course.  In itself, the course was well enough made and someone who didn't know anything about it probably could have benefited from it. It just didn't have much that I didn't already know. I went ahead and spent the money I had elsewhere on some different training places and never thought twice about canceling  the Video Professor one. After all, it's always on TV, it's been around for a long time, no fly by night operation.