ComplaintsforPSI World Seminars

• Initial Complaint

  04/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 6/6/21 I invested $7,850 for two personal development courses - a 7 day ***7 class and an 8 day Leadership Seminar. I attended the first course in August after being assured through email repeatedly masks would be required indoors. (I have 3 autoimmune conditions, elderly parents and young kids and was nervous because of COVID.) After repeated assurances mask mandates would be upheld, I traveled out of state to the ranch to attend the training. There were over fifty people in attendance, often gathered in a single room. By the fifth day I was the only one in the room wearing a mask, even amongst the *** staff. I did not feel safe and I could not leave. *** did not uphold their assurance of safety regulations in spite of being in a state that had them in place.I encouraged my husband to attend a local 3 day *** seminar in December. I recommended he attend the online version, but after very clear email communication that masks would in fact be required, he decided to attend in person. Upon showing up, it was evident they were not upholding their written agreements. My husband stayed because he invested $600 in the program and didn't feel like he had a choice. While he was one of a handful to wear his mask, he felt unsafe and triggered the entire experience as he had lost his Dad to COVID under tragic circumstances less than two months prior. Because of the two experiences, I lost trust in *** in addition to no longer feeling safe under their care. My husband no longer supports me leaving for the second 8 day training I paid for but have yet to attend. There is a level of trust and safety needed to attend an experience like this and as stated before, due to ***'s handling of things, I no longer feel safe under their care. As a survivor of sexual assault, this is extremely important. I requested a refund and they have repeatedly refused - no exceptions. My arguement is they did not uphold their stated agreement, therefore breeched the contract.

  Business response

  04/22/2022

  We understand that the complainant had concerns about protocols and she and her husband have met with several upper-level management,via phone, video conference, and email. They were heard and apologies were given as well as promises to rectify their concerns. We welcome constructive criticism of this nature as it gives us the opportunity to make changes that are in the best interest of everyone.
  
  Our policy is that people are able to come and go in our classes as personal responsibility is part of our personal development training. At the 5-day **** into the 7-day Life Success Course,everyone in the class had been isolated together creating a bubble/cocoon of safety. If her husband did not feel comfortable in his class, he could have chosen to leave and would have been given the option to attend the online version of the same class. PSI Seminars has always offered a money-back guarantee for our 3-day class if the request is made in writing within 48-hours after completion of the class. We did not receive a request for a refund.
  
  The complainant, while requesting a refund, also assured us, via emails, on several occasions that she still intends to attend the 8-day class and we are simply offering her that option. If not the next class, we will extend the time for her to attend through the end of 2023. She will need to let us know which class date works for her as soon as she decides so that her place can be reserved in a high-demand, often wait-listed class.
  
  Our registration form/contract includes a clause outlining our policy regarding registrations. It states:
  
  Leadership Tuition Refund Policy
  I understand that my payment for the Leadership Seminar is non-refundable/non-transferable. All monies held must be utilized within 12 months from the date of the initial payment or it is forfeited...My signature below and my initials above indicate that I have answered all questions truthfully, also that I have read, understand, and agree to all policies and clauses contained within.
  
  The complainant initialed that clause and signed the contract. We are willing to provide a copy of her completed registration/contract upon request. The contract was signed on 8.27.2021 and does not address any COVID information or protocols. Because that is not included in the contract, there can be no breach of contract and we welcome her to attend one of our scheduled classes before December 31, 2023.
  
  PSI Seminars provides a series of educational courses and has been in business for 49 years. With COVID-19, we have continued to provide our classes both locally and at our retreat locations safely and successfully.

  Customer response

  04/28/2022

   
  Complaint: 17061358
  
  I am rejecting this response because:

  The fact that PSI says promises to rectify their concerns shows PSI acknowledges there was an error on their part. While I appreciate the apologies, I am not rich by any means and a $9,000 investment is not something that I have laying around I am still making payments on this and now, making payments on something I can no longer attend.  

  
  In my original complaint, I stated by the 5th day I was the ONLY one wearing a mask. By the second and third day more than half the class was not, including the staff. Knowing the science, I certainly never felt like I was in a bubble/cocoon of safety especially given the fact that one of the women I spent the week with in my small group reported on the last day, she had learned her daughter had COVID while she was gone. (And she was one who had taken her mask off early on in the week.)

  
  As for my husband he cannot learn through an online environment like that. We discussed the online possibility in advance but because of the strong assurance that masks would be required, he felt comfortable registering to attend. Because of the trauma he had recently experienced in being away from his home and family for 8 weeks while he dealt with losing his Dad to COVID, it took him quite a few days to sort through and process his experience which is why he did not request a refund within the timeline.
  The only assurance I made in attending in the future was that I wasnt going anywhere as I work with two women who are still heavily involved with PSI. My argument was, if PSI would show me the goodwill gesture of refunding my money to give me and my husband the time and space to get over this highly negative and triggering experience,I thought I would more than likely come back to take the class in the future and would be happy to pay more. I have been clear in every communication that I want a refund now. If you show an email from me that states anything different,please provide the documentation.

  
  I understand the non-refundable policy. AND these are extenuating circumstances. Because of PSIs (admitted) lack of follow through with safety measures that were promised on two separate occasions and their complete unwillingness to make any exception to remedy my situation:

  
  I have lost trust in the company and do not feel like my safety and well-being is of concern to them. This trust and feeling safe is extremely critical to move forward into their 8-day program where I would once again be putting myself in a situation where I could not leave and where I am asked to bring survival gear, my passport and my will. Especially as a survivor of assault who deals with PTSD, I absolutely must feel safe in situations I put myself in. Because of PSIs previous actions, I no longer feel safe with them. This goes way beyond a no-refund policy that protects them against me simply changing my mind.

  
  Even if I felt safe in attending, I no longer have the support from my husband to leave my life behind for **** days. We have three boys, four dogs, he works full-time and me leaving is no small feat. It requires a lot of work and sacrifice on his part. I had his full support prior to him attending the 3-day class. After his experience and PSIs continued refusal to make any exceptions, I no longer have his support. In fact, there is now a wedge in our relationship the longer this goes on.
  

  Additionally, I am now challenged in my relationships with two of my three business partners because of this. This isnt just about the money anymore the emotional and relational costs this is creating is adding up quickly.
  

  I am not being unreasonable in my request. PSI did not uphold the very integrity it teaches in its courses and is not upholding good business practice by complete refusal to make any exceptions to their policies. What could have been resolved easily to acknowledge and put my well-being as a priority has turned into just another company who puts profit ahead of anything else.
  
  Sincerely,
  
  *******************************

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