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Business Profile

Cyber Security

TCM Security

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cyber Security.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/28/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am a subscribed member to TCM Security Academy with an annual membership. When I saw that they were offering their live PNPT course I jumped at the opportunity. I thought that it would be a good fit for me but it is not. It turns out that there is pre-work that has to be done before starting. Upon trying to complete those courses, I have run into technical difficulties. You see, because I have a Mac there is literally no support from the program. The chips that Mac now uses are not always compatible with other software so work arounds are needed. I have spent multiple days trying to get this to work with no documentation of any kind on the tcm website. There is no warning for trying to sign up for the academy that tells everyone that Mac silicon chips aren't supported. While trying to download the first lab environment via there is also no guidance other than a 3 month old post on the company's discord server that didn't even help me get the whole task completed as the link provided in the class notes is not even the correct one. The link provided brings me to a ****** drive that does not have the proper file in it. When explaining that the file wasn't where it was supposed to be, the person named "chameleon" just disagreed and didn't even send the correct link. I do see after, that the links are in the article they led me to on discord prior. But they should be available in the course where they belong. It is apparent that this company only supports certain people and prefers the others suffer. This attitude pervades this company and others like it and I am quite sick of it.

    Business Response

    Date: 02/28/2024

    We have received 2 tickets from ****:

    1) The first ticket was on February 24, asking for a refund for the live course as he felt like he could not "keep up with the class pace".  We responded in 2 minutes with a final resolution after 1 hour based on an escalation to our level 2 support team.  He was informed that we do not provide refunds on certifications, which is something he agreed to at checkout when purchasing the training.  This can be found here: ********************************************************. A screenshot of the request has been uploaded (****-2)

    2) The 2nd ticket was from today, asking again for a refund. We responded in 3 minutes to this request, again explaining that we do not provide refunds and where he can receive assistance/support. A screenshot of the request (****-3.png) and response (****-4) has been uploaded

    At no point has the user actually requested help from our help desk team. Nor do any screenshots show requests from the user in our Discord interacting with any staff members.  Our staff members are clearly displayed (see discord-staff.png).  The user is using equipment not supported and has been aggressive towards those trying to help him.  He has also used the BBB as threats when it is very clearly user error and assistance has not been asked directly from our staff.  At this point, the initial email request from Feb ********************************** over their head and likely should have started elsewhere before committing to the rigors of our coursework. It appears now that the student is looking for a way out, in any way possible, when this is no fault of our own and we very explicitly state there are no refunds for live class purchases.

    We do not see a justification for a refund as we have upheld our end of the purchase agreement. The student has received their products (additional training, certification vouchers, etc.) upon purchase. We have delivered the products promised.

    Customer Answer

    Date: 02/28/2024

     
    I am rejecting this response because:
    The fact that documentation required to use lab environment is anywhere but in the class notes is ridiculous. I know nothing will happen as the BBB is just as spineless as any tech company. I know I'll end up stuck with this program but it is important that I at least document this company's terrible performance.

  • Initial Complaint

    Date:01/04/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I Purchased a training course for a junior level penetration tester class from TCM security and it came with two exam attempts the first time i was failed due to technical issues i informed them of this and the said they could not and would not assist me. and then the 2nd time i failed because the material covered in the course did not work in the exam despite everyone saying that the *** class was all you needed to pass the exam. The active directory portion was outdated and did not work as intended and i provided screenshots for my final report required for the exam and was still failed despite me showing evidence that the techniques did not work and one of the staff members accused me of soliciting exam help and accused me of taking another unrelated exam and asking for help on it which never happened. also the exam was a open book exam and i replicated the videos from the course down to the exact technique demonstrated and the technique did not work. the support team has all the screenshots from what happened and offered no help at fixing the issues.

    Business Response

    Date: 01/26/2024

    Hello Kody,

    I see that you were able to successfully pass your exam and everything was resolved on your end.  You are always welcome to contact us directly with feedback.

    Thank you,

    *****

    Customer Answer

    Date: 01/26/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.


    Thank you. 


TCM Security is NOT a BBB Accredited Business.

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