Complaints

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.

• Initial Complaint

  Date:06/30/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  In early April 2024, our small electrical business was told by **** that we were required to register with Industrial Training Services (ITS) to remain in compliance for continued utility work. We acted in good faith and promptly paid $515 for onboarding and admin access.
  
  Shortly afterward, **** rescinded the mandate. I emailed ITS on April 15 to request a refund and close our account. On April 17, ****** ****** from ITS replied, stating a refund would not be issued, but that I could cancel our account by replying to that email. I followed her instructions and replied on April 22. There is NO cancellation policy publicly listed on their website, and I can no longer access my account to check my records even though this is an ongoing issue.
  
  No one from ITS responded after that. We heard nothing for over two months and assumed our account was closed.
  
  Then in June, we received a surprise invoice for $400 labeled as “student fees.” This was the first time any additional billing was mentioned or invoiced since April, and no breakdown or prior notice was ever provided. We had not used the system since April and believed our account was inactive.
  
  When I contacted ITS to dispute the invoice, I was told my April 15 email did not count as a valid cancellation because I didn’t use specific language (“yes, cancel”), even though their own instructions simply stated to reply. Further, I was told I'd never provided written request, despite the email evidence. Immediately after reopening the dispute, our account access was revoked — before the issue was resolved.
  
  It should be noted, even as the account owner I was unable to remove or change any of the users without asking their technicians to do so.
  
  This has been a confusing and frustrating experience. We responded promptly and in good faith based on ****’s guidance, but we have been billed without clear explanation and shut out of our account mid-dispute.

  Business Response

  Date: 07/11/2025

  We sincerely apologize for the confusion and continued
  frustration the client has experienced regarding the requirements and billing.
  A refund of $515 was issued to the account on July 2, 2025, and the remaining
  balance of $400 has been voided. Additionally, we have contacted the client
  directly to ensure all outstanding concerns have been fully addressed and currently waiting to hear back.

  Customer Answer

  Date: 07/16/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. Going forward, the company should address outstanding communication issues and post policies publicly on their website for clarity. Additionally, issuing bills and invoices late should be addressed. For our part, we appreciate the effort to remedy the situation that eventually came about.
  
  
  
  Sincerely,
  
  
  
  **** ********** 

  
  

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