Disclaimer: The following is a complete transcript of Rebecca’s conversation with
PowerScore’s customer service, from November 24, 2011 to December 13, 2011. Names
were edited out and replaced with “XXX” to protect individuals’ privacy. Written
emphasis, fonts, and spelling were left as-is.
Subject:RE: Unresolved Complaint
From: Miranda XXX, PowerScore (XXX@powerscore.com)
To: XXX
Date: Tuesday, December 13, 2011 2:20 PM
Dear XXX,
Thank you for your message. The CEO is not available to review your request; I am in charge of
all such student concerns.
As stated previously, we have researched the operations of your course and found no
circumstances that warrant a refund of any portion of the course price; we provided you what
was promised when you enrolled. We also gave you additional services at no charge, and up to
this point have addressed your post-course concerns in timely and polite fashion.
At this point, though, as you know, we have conducted a complete investigation and consider
the matter closed; further correspondence will not elicit a different response.
Sincerely,
Miranda XXX
Customer Relations Manager
PowerScore Test Preparation
p: 800.545.1750 ext. 214
f: 843.414.6999
From: XXX
Sent: Monday, December 12, 2011 6:38 PM
To: Miranda XXX, PowerScore
Subject: Re: Unresolved Complaint
Hello Miranda,
Thank you for your reply. I did not pay for a virtual class, but for real-life instruction.
Virtual classes are available for free online from many other sources, and differ
significantly from in-person classes. I chose an in-person class for a particular time
frame. I had only this time to invest in the class, and expected service for the money's
worth. This was not delivered according to the Agreement.
To date, PowerScore has not addressed my complaints. When I called in today
(December 12), your department did not know my name or even my complaint. The e-
mails you and Amy sent me contain the same copy-pasted information, which does not
relate at all to my complaints.
If PowerScore's virtual class is really worth $800, Powerscore may as well refund me
$800. However, I just asked for $647.50, which is exactly half the value of the course I
paid for. This is because at least half of the course was not delivered as promised.
If you cannot help at this level, please forward my complaint to your CEO, David
Killoran.
Sincerely,
Rebecca XXX
From: "Miranda XXX, PowerScore"
To: XXX
Sent: Monday, December 12, 2011 1:55 PM
Subject: RE: Unresolved Complaint
Dear XXX,
Thank you for your message. I am the Customer Relations Manager, and therefore represent
PowerScore’s final decision on this matter.
We have considered and responded to your concerns in multiple messages since originally
hearing from you on November 24th, and have provided you with almost $800 in free services to
assist with your preparation.
You received all scheduled class time and course materials as specified in the PowerScore
Enrollment Agreement. The class you attended received superior evaluations from all other
students, and our research has revealed it to be more than satisfactory.
We will not be issuing a refund; however, should you choose to take the LSAT in the future we
remain committed to assisting you with your preparation.
Sincerely,
Miranda XXX
Customer Relations Manager
PowerScore Test Preparation
p: 800.545.1750 ext. 214
f: 843.414.6999
From: XXX XXX [mailto:XXX]
Sent: Friday, December 09, 2011 6:39 PM
To: Miranda XXX, PowerScore
Subject: Re: Unresolved Complaint
Hello Miranda,
I'm very disappointed that PowerScore is not taking responsibility for what went wrong
in my course. As stated before, instructional material was not covered and there were
unannounced alterations to the class and class schedule.
The issues mentioned in my e-mails have not been resolved, or even related to since
November 24, 2011.
Since my complaint has not been taken seriously to this point, please provide me with the
contact information of your supervisor.
Sincerely,
XXX
From: "Miranda XXX, PowerScore"
To: 'XXX XXX'
Sent: Thursday, December 8, 2011 2:02 PM
Subject: RE: Unresolved Complaint
Dear XXX,
Thank you for your message. Our previous emails address your request, and you are not eligible
for a refund. Your class did not experience any unannounced changes or alterations to the class
schedule. The course met on the scheduled days and times, therefore the portion of the
Enrollment Agreement that you are referencing was fulfilled. PowerScore has fulfilled all
promises outlined in the Enrollment Agreement.
We are sorry that you have chosen not to accept our offer of additional assistance with your
preparation. At this time we consider the matter closed, although of course, our offer of
assistance remains open should you continue your preparation.
Sincerely,
Miranda XXX
Customer Relations Manager
PowerScore Test Preparation
p: 800.545.1750 ext. 214
f: 843.414.6999
From: XXX XXX [mailto:XXX]
Sent: Thursday, December 08, 2011 2:36 PM
To: Miranda XXX, PowerScore
Subject: Re: Unresolved Complaint
Hello Miranda,
Please read my e-mails in their entirety, and relate to my concerns. Powerscore did not
keep its own agreement.
The Course Enrollment Agreement specified I would be notified of "any schedule
changes or alterations" regarding my course. I was not. The Agreement never specified:
unacceptable room temperature throughout the course
unannounced room changes (at least 3)
the repeated and prolonged disruption of two out of the four practice tests
and course material that my instructor ( Tay ) admitted on the last day of the
course to not have covered.
I was never notified of these changes at any point, and they were not mentioned in the
agreement. This is a breach of contract.
Also, the Refund mentioned in the Enrollment Agreement relates to students who drop
out before the first say of class. I entered this class in good faith, after reading the
contract. I did not expect PowerScore to break its own agreement. This is fraud.
Therefore, I expect a 50% ($647.50) refund for my course expenses.
Signed,
XXX
From: "Miranda XXX, PowerScore"
To: 'XXX XXX'
Sent: Wednesday, December 7, 2011 1:34 PM
Subject: RE: Unresolved Complaint
Dear XXX,
Thank you for your message. We were sorry to hear about your dissatisfaction with your LSAT
course. We take every comment about our courses under careful consideration, and we want
you to know that your concerns have not gone unnoticed.
As you know, according to our policy stated in our course Enrollment Agreement, which you
verified that you agreed to when you enrolled online and was included in your original
confirmation email, there are no refunds after ten business days before the start of class. You
are therefore not eligible for a refund of any kind at this time. Although we can not grant you a
refund, we have, as a courtesy, provided you with access to almost $800 in additional services at
no charge, in the interest of assisting you with your preparation.
Regardless, we never like to see our students dissatisfied and accordingly we have researched
the operations of your course further. We have received overwhelmingly positive course
evaluations from all the other students who attended your course, and by all other accounts the
course was more than satisfactory.
Again, according to the Enrollment Agreement that you agreed to when you enrolled, you are
not entitled to a refund. Although not obliged to do so, we have provided you with free services
in an effort to help with your preparations. Our Online Resources, the materials that you
received for your class, as well as the free LSAT Virtual Course Archives provided to you all
remain available.
Should you decide to take the LSAT again in the future, we hope that we can continue to be of
assistance as you continue your preparation.
Sincerely,
Miranda XXX
Customer Relations Manager
PowerScore Test Preparation
p: 800.545.1750 ext. 214
f: 843.414.6999
From: XXX XXX [mailto:XXX]
Sent: Tuesday, December 06, 2011 3:35 PM
To: Miranda XXX, PowerScore
Subject: Unresolved Complaint
Hello Miranda,
My name is Rebecca "XXX" XXX . Amanda referred me to you because she could not
help me.
I contacted Powerscore's customer service on November 28th about several inappropriate
course conditions, which are detailed in the exchange below. These conditions include:
the repeated and prolonged disruption of two out of the four practice tests
unacceptable room temperature throughout the course
unannounced room changes
and course material that my instructor ( Tay ) admitted on the last day of the
course to not have covered.
These issues grew progressively worse, and negatively impacted the quality of my Full-
Length LSAT Course. My course was in San Jose at the Hilton DoubleTree Hotel, from
October 10th to November 30th, 2011. More than a month before contacting customer
service, I spoke to my instructor about these problems. Other students complained as
well.
To date, nothing has been resolved. Powerscore still disregards my complaints, and I am
very disappointed in the slow and unresponsive customer service. I feel scammed.
I want a partial refund ($647.50) for the classes affected by these problems.
Thanks for taking your time,
XXX
----- Forwarded Message -----
From: "Amy XXX, PowerScore"
To: XXX XXX
Sent: Monday, December 5, 2011 2:07 PM
Subject: RE: Powerscore Test Room Conditions
Dear XXX,
Thank you for your email. You can contact:
Miranda XXX
Customer Relations Manager
PowerScore Test Preparation
XXX@powerscore.com
p: 800.545.1750 ext. 214
Sincerely,
Amy XXX
Course Coordinator
PowerScore Test Preparation
p: 800.545.1750 ext.204
f: 843.414.6999
From: XXX XXX [mailto:XXX]
Sent: Monday, December 05, 2011 4:03 PM
To: Amy XXX, PowerScore
Subject: Re: Powerscore Test Room Conditions
Hello Amy,
Your last e-mail does not relate to the complaint and content of my last message from
December 3, 2011. Powerscore did not deliver all the services promised, and continues to
disregarded my complaints. Besides, Powerscore failed to provide me with any schedule
of the "changes or alterations" that affected my class.
Because my issues were not resolved to date, please give me the contact information of
your Supervisor.
Have a good day,
XXX
From: "Amy XXX, PowerScore"
To: XXX XXX
Sent: Monday, December 5, 2011 8:08 AM
Subject: RE: Powerscore Test Room Conditions
Dear XXX,
Thank you for your message. As per the LSAT Full-Length Enrollment Agreement that you agreed
to when you enrolled online and was included in your confirmation email:
PowerScore shall provide to Student:
(1) All twelve preparatory lectures of the PowerScore Full-Length LSAT Preparation Course, all
practice tests and practice reviews, and all other course materials that PowerScore shall, in its
discretion, determine to include in its course curriculum (collectively, the “PowerScore
Materials”);
(2) Notice of any schedule changes or alterations regarding the course for which Student has
enrolled.
Please also note in the Enrollment Agreement that no refunds are given for any reason after ten
business days prior to the start of class. You can review the form again at
http://www.powerscore.com/lsat/content/lsat_fulllength_enroll_agree.pdf.
Your class received all scheduled sessions as promised in the Enrollment Agreement. We are
sorry that you felt that the noise in the facility was distracting. Outside noise is a possibility in
any facility that we may use for our courses; we in no way guarantee testing conditions identical
those of an actual exam. We are sorry you are disappointed with our policy, but for the reasons
stated above, we cannot grant your request for a partial refund.
In the event that you choose to take the LSAT again in the future, our offer of free Virtual Course
Archive access will remain available to you until the February 2012 LSAT.
Thank you,
Amy XXX
Course Coordinator
PowerScore Test Preparation
p: 800.545.1750 ext.204
f: 843.414.6999
From: XXX XXX [mailto:XXX]
Sent: Saturday, December 03, 2011 3:24 AM
To: Amy XXX, PowerScore
Subject: Re: Powerscore Test Room Conditions
Hello Amy,
Thank you for taking your time to reply.
The Virtual Course does not help me with my preparation. It was only offered to me on
the day before my LSAT (December 3rd.) It took over a week to even receive this offer,
and the issues I brought to Tay were not addressed until late into the course. These issues,
and the time lost on them, hurt my preparation.
The refund terms specified in the Full Length Course Enrollment Agreement relate to a
withdrawal, in which a student cancels the course before attending the first class. I had no
reason to do so, and entered this course in good faith. The agreement did not specify that
there would be inappropriate test room conditions, that instructors ignored students'
concerns, that at least 16 hours of the course would be impacted by noise, that half the
diagnostic tests would be useless, or that important material would be left out. I was
never informed of these terms.
Tay admitted on the last day of instruction that some "important" material had not been
sufficiently covered in class. When asked what this material included, he vaguely
suggested students "return to chapters 1-4." Every time I asked him for specific advice
after class on what to practice, he suggested that I "practice more." His advice was not
specific, and he made no attempt to make up for lost time with make-up classes or other
offers. None of these issues were disclosed in the Full Length Course Enrollment
Agreement.
I fulfilled my part of the agreement, but Powerscore's class did not fulfill its obligations
toward me. This is fraud. I feel cheated of my time and money, and expect a partial
refund.
Sincerely,
XXX
From: "Amy XXX, PowerScore"
To: XXX XXX
Sent: Friday, December 2, 2011 8:11 AM
Subject: RE: Powerscore Test Room Conditions
Dear XXX,
Thank you for your message. As per the LSAT Full Length Course Enrollment Agreement that you
verified that you agreed to when you enrolled online and was included in your email
confirmation, there are no refunds given after ten business days prior to the start of class. If you
would like to review the form again, please visit
http://www.powerscore.com/lsat/content/lsat_fulllength_enroll_agree.pdf.
Although we cannot offer you a refund, in the interest of doing our utmost to assist you with your
preparation, we would like to offer you complimentary access to our Virtual LSAT Course Archives, a
$795 value. We feel that the Virtual Course Archives will be an excellent tool for your LSAT
preparation. These lessons are taught by our top instructors, and because they are pre-
recorded, allow you to review the course material at your own pace and selectively watch and
review the portions of the class instruction that cover the concepts with which you struggle
most, while skipping the material that you already feel comfortable with. Your Virtual Course
Archive Login information is below. You will have access to these additional services until the
February 2012 LSAT.
Virtual Course Archives Log-in Page: http://students.powerscore.com/lsatvc_archive/login.cfm
Username: rXXX
Password: lsatv4363
Please note that this offer is contingent upon nondisclosure; if the student discloses this free
access offer to other students, the offer is void.
Also, you may find the PowerScore Virtual Test Proctor useful. This tool is designed to replicate
the experience of a live proctor on test day, from the convenience of your home. The Virtual
Proctor is located under the “Resources and Notes” section of the Online Student Center .
We hope that you will take advantage of our complimentary offer for further assistance with
your preparation. Should you have any further concerns, please do not hesitate to contact us at
1-800-545-1750.
Thank you,
Amy XXX
Course Coordinator
PowerScore Test Preparation
p: 800.545.1750 ext.204
f: 843.414.6999
From: XXX XXX [mailto:XXX]
Sent: Friday, December 02, 2011 12:06 AM
To: Amy XXX, PowerScore
Subject: Re: Powerscore Test Room Conditions
Hello Amy,
Thank you for your reply.
Powerscore had the opportunity to address all these issues through Tay , from the
beginning of class on October 10, 2011.
Tay was aware of the cold room from the first day of instruction, and did not
resolve this throughout the course, even though students complained (including
myself.) Even when other students and I complained about the cold and noisy test
room conditions on November 19th, 28th and 30th, Tay made jokes and said he
"hoped" these distractions would not exist in the real LSAT.
Two out of four practice tests were impacted by unacceptable levels of noise.
Throughout the tests, nothing was done about this--- neither by Tay nor his
substitute proctor.
Therefore, test reviews for these two tests were useless because the tests could not
be completed. No one could focus.
In total, at least 4 sections of this course were impacted by noise alone, and no
make-up sections or homework were offered.
Since all these issues were not addressed at all, and grew progressively worse, I expect a
partial refund for the course cost.
Thank you for taking your time,
XXX
From: "Amy XXX, PowerScore"
To: XXX XXX
Sent: Thursday, December 1, 2011 8:58 AM
Subject: RE: Powerscore Test Room Conditions
Dear XXX,
Thank you for your message. Our Logistics Department has contacted the facility to address the
concerns you raised. We appreciate your bringing these items to our attention, and only wish that
we would have had the opportunity to address them with the hotel earlier in the course.
Again, thank you for taking the time to share your comments. We wish you luck on the LSAT!
Sincerely,
Amy XXX
Course Coordinator
PowerScore Test Preparation
p: 800.545.1750 ext.204
f: 843.414.6999
From: XXX XXX [mailto:XXX]
Sent: Thursday, December 01, 2011 11:11 AM
To: Amy XXX, PowerScore
Subject: Re: Powerscore Test Room Conditions
Hello Amy,
Thank you for your reply. Could you please let me know what the status of your
investigation is regarding the test room conditions mentioned in my e-mail from
November 26?
Thanks for taking your time,
XXX
From: "Amy XXX, PowerScore"
To: XXX XXX
Sent: Monday, November 28, 2011 7:24 AM
Subject: RE: Powerscore Test Room Conditions
Dear XXX,
Thank you for your email. We appreciate the time you have taken to share your comments, and
I’ve forwarded them to our Logistics Department (who book our class facilities) to look into
further.
As to your other email, we apologize for the delay. Our office was closed for the holiday
weekend, and I received your first email at the same time as receiving this one. I’m sorry you had
issues with the Online Student Center . I’m not sure what would have caused the problem. If it
occurs again, please let me know and we’ll look into it immediately.
Again, we apologize for the delay in responding to you, and we will look into the concerns you
raised regarding the course location.
Sincerely,
Amy XXX
Course Coordinator
PowerScore Test Preparation
p: 800.545.1750 ext.204
f: 843.414.6999
From: XXX XXX [mailto:XXX]
Sent: Saturday, November 26, 2011 6:37 PM
To: Contact
Subject: Powerscore Test Room Conditions
Hello Powerscore,
My name is Rebecca "XXX" XXX , and I am enrolled in your Full-Length San Jose prep
course at the Hilton DoubleTree Hotel. I contacted you on November 24 about an issue
related to your website. Although I did not receive a reply, that issue is now resolved.
I hope that you will address the following issue:
I completed my fourth (and last) practice test today (Nov 26) at the DoubleTree Hilton
Hotel. The test room was absolutely inappropriate:
A team of over ten children played hockey one room from our test room. They
were unsupervised, and screamed throughout the test.
Someone whistled up and down the hall for over 10 minutes, which also happened
during the last practice test.
The air vent is broken, and repeatedly turned on and off at random intervals. This
did not occur in earlier sessions.
The test room was not properly heated, and never has been. The broken air vent
made that worse. It was under 64 degrees (I measured the temperature.) From the
start of the course, at least two people tried to adjust the room temperature, but
could not find the thermostat.
Under no circumstances should anyone be exposed to such conditions. I am disappointed
that Powerscore ignored my last e-mail, but am shocked that it holds practice tests in such
an unacceptable environment.
Thank you for your help,
XXX
----- Forwarded Message -----
From: XXX XXX
To: "contact@powerscore.com"
Sent: Thursday, November 24, 2011 12:15 AM
Subject: PowerScore Practice LSATs
Hello Powerscore,
I am enrolled in your Full-Length San Jose LSAT prep course.
I logged on to your website today (November 24) and found that the practice LSATs on
my Online Student Center page are no longer accessible. I cannot click on them to open
the printable file. All that remains is an area to input the score for all the exams.
Since my course is not over yet, I would like to have access to all the resources
included with it.
Thank you,
XXX