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Review 6/12/2011
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The course on getdefensive.com is OK. I'd say mediocre at best, pretty slow and outdated, but better than going in person to do the course.
My problem with this company is not the course, or the fact that the delivery was messed up, it's simply because the "customer service" is OUTRAGEOUS. I've worked in customer service forever, I've even been one of those call center agents. You know, the ones that hate to take your call and hear your complaints and leave you on hold for 30 min and then hang up on you. Yeah, that's them.
I had trouble getting a refund for the shipping I paid FedEx. I paid a lot for the 2 day shipping and it was never delivered. No one at get defensive would give me a call back or direct me to the right place! Once I got hung up on, I decided to file a complaint. Well, that really got them mad. In fact, the "director" even personally called me from a number I've never seen at 9AM and yelled at me. She said, "YOU ARE A BIG FAT LIAR." When I told her she was being unprofessional, she added, "NO YOU ARE! You wanna see how you get hung up on!? THIS IS HOW!" then she hung up....yeah real professional there!
The funny thing is, she tried to tell me refund take 4 MONTHS to process...but once I contacted the BBB, they got right on it! AMAZING! Not only that, but she had confused my account with one from 2010...so she was screaming at me for nothing. When I pointed that out...she was livid. Very amusing..Another AMATEUR mistake by get defensive!
BRAVO!
Good luck to anyone who wants to use the service...It's not worth the trouble getting your certificate lost and insurance rate raised! Just do it somewhere else...you wont regret it! :)
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Business's response - by Don 6/14/2011
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Ms. Segura's claims that she was harassed by GetDefensive.com customer service personnel is completely unfounded. GetDefensive.com has been providing excellent service to Texas residents since 2004. GetDefensive.com holds an A- rating with the Better Business Bureau and has graduated hundreds of thousands of satisfied customers since that time. This would not be possible if GetDefensive.com made a habit of harassing its customers.
It is true that Federal Express failed to deliver Ms. Segura's first certificate of completion. As a third party vendor that provides shipping services to GetDefensive.com customers, Federal Express has been a consistently reliable delivery service for thousands of GetDefensive.com customers. Unfortunately, as was the case with Ms. Segura's first delivery attempt, a handful of shipments may be delivered late or not delivered at all due to a number of different circumstances. If this occurs, GetDefensive.com will immediately refund a customer's shipping charge and/or upgrade the customer's shipping method at no additional cost in order to ensure timely delivery.
The amount of Ms. Segura's 2nd day shipping refund was $25. Unfortunately, Ms. Segura believed that she was entitled to a more significant refund from GetDefensive.com because she called Federal Express directly and requested a refund of $50. Ms. Segura called shortly thereafter and demanded that GetDefensive.com issue her a check for $50 – a request that was denied as per company policy.
Ms. Segura proceeded to file a complaint with the Better Business Bureau; however, this time she claimed that GetDefensive.com owed her $30.
On 6/10/2011, Ms. Segura was issued a refund in the amount of $25. A duplicate certificate of completion was also reissued and successfully delivered at no additional cost to Ms. Segura. At this juncture, GetDefensive.com has fulfilled its service contract with this customer and there is nothing further we can do to assist her.
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