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:02/19/2024

  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.

  ******* ******
  Thu, Feb 8, 9:50 PM (11 days ago)
  to Acellus
  
  On March 9,2023 I (******* * ******) thought my daughter **** ****** wanted to change my Grandson (**** ****) online school I called and set everything up.
  Student Registration #******* ******* ** ***********0
  password -2fpuuw
  My daughter ***** Wilson) changed her mind and kept **** **** in his current school. **** **** never even LOG into your school once!
  I was billed for $79.00 Tuition Payment Receipt - Transaction #*******
  for the first month in March and again in April, and May and June!
  for 4 months! A total of $316.00 I called several times, ****** could not help me!
  I called again in June after I was billed for a 4th month! I was able to stop the monthly fee of $79,00, I explained that **** didn't use your school, I need a refund on $316.00, she said she can only stop the payment and could not give a refund as she was in AR.. I asked her to follow up to her supervisor for my refund and she said she would!!! .NO ONE has done anything! This is my last email! I am going to file with the Better Business Bureau If I DO NOT HAVE MY REFUND of $316.00.
  I am a Senior citizen and can not afford to lose $316.00. You have no right to keep my money. Today is February 8,2024. I will not file until February 13.2024, I feel 5 days is plenty of time to refund my money.
  Thank you,
  ******* * ******
  I didn't receive a reply on this email sent on February 8, 2024. Today is February 19, 2024
  How do I get my money back!
  My grandson **** **** never even logged on and he never used password!
  They have to know he never used this program and I deserve a full refund!
  What else can I do?
  Thank you,
  ******* ******
  
  

  Business Response

  Date: 02/26/2024

  We researched this complaint and found that an account was created on 3/9/2023 and the account holder *****) called to cancel the account on 6/27/2023. No payments were charged after the account was cancelled.
  
  Prior to the date of cancellation, Deborah called and Acellus Academy staff explained that the account holder *****) may cancel by contacting support or by logging into her account. For security purposes, individuals who are not authorized on an account cannot make changes.
  
  Acellus Academy's terms and conditions stipulate that payments made prior to the time of cancellation are non-refundable. As a courtesy, we contacted the customer and offered a partial refund. This refund has been issued to the customer.

  Customer Answer

  Date: 03/06/2024

  I did have a call the next day from the school the next day after I filed with the BBB.  They did refund me 3 of the 4 months for a total of $237.00. They told me they have cost to pay to set up a new student and they can't refund the first month. I am thankful for the 3 months refund. I am good with the end result. Thank you for helping me for my refund.  ******* ******

• Initial Complaint

  Date:06/29/2023

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  On June 8th I received an email saying they were unable to charge me and I had to make a payment to keep my account active. I didn’t want my account to be active so I didn’t make a payment. I assumed they would simply shut down the account as we had not used it at all during that month.
  
  On June 22nd I received an email saying I was charged. I emailed them saying that I thought my account was now inactive since I didn’t pay. I let them know we had not signed in at all. I asked for a refund and for them to please de-activate my account & not charge me further.
  
  On June 29th I got a notification saying they were trying to charge me AGAIN! They just received a payment on June 22nd lol and they’re trying to charge me again 7 days later?!
  
  I never received an answer to my email from June 22nd.
  
  I want a refund as we did not use the service.
  
  Beware, they’ll randomly charge you whenever they feel like it. I’m glad I moved money out of that particular account because I would have been charged twice in one month if I hadn’t.

  Business Response

  Date: 07/13/2023

  We apologize for the misunderstanding. If a tuition payment is unsuccessful, our automated billing system will re-attempt the payment at a later time. To avoid interruption of learning, the student is allowed to continue studying for a few days while the system attempts to process the tuition that is owed. Unfortunately, our team didn't see your correspondence until after the renewal payment was processed. As a courtesy, we have processed a refund. For future reference, it is important to sign into your parent account and withdraw your student if you do not wish to continue.

• Initial Complaint

  Date:05/31/2023

  Type:Service or Repair 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.

  My child was enrolled here and back in March went back to Public schools. It’s impossible to cancel. I have sent numerous emails, messages. Even received replies about the cancelation but yet they still take the $79 out every month. I cannot get someone to give me a straight answer on if the account is now canceled and I want a refund for the months my child has not used the program.

  Customer Answer

  Date: 06/06/2023

  I was contacted by phone by ******* and was told the account would be cancelled and 3 months of charges would be refunded.  I was emailed 3 receipts of refunds. They haven’t showed up on my bank account yet but I do have 3 pending authorizations for ******* for 0. They were very nice. I will email again once I actually receive the refund. 

  Customer Answer

  Date: 06/12/2023

  Refund has been received.

• Initial Complaint

  Date:04/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  My child was enrolled in 2021; she was not struggling but also not thriving. When I moved to Kentucky in 2023, I pulled her and put her in a program that is geared towards getting her ready for Kentucky schools. Simple process. I requested transcripts and they are blank. I then requested a refund. and have had no response.

  Business Response

  Date: 04/18/2023

  Our staff reviewed this complaint and found that no courses were listed on the transcript because the student didn't complete any while enrolled. Our customer service team contacted the customer and assisted by providing documentation of grades and progress for courses that were in process when the student was withdrawn.
  

• Initial Complaint

  Date:03/23/2023

  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.

  My kid asked to sign up for online school. She gave them my card info and they charged me $79 but never sent anything in return. I’ve called and emailed countless times and no return. This is a scam. No phone numbers. No one responds. Took money and did not deliver a service and is UNRESPONSIVE

  Customer Answer

  Date: 03/24/2023

  Thank you for handling my complaint. It helped to resolve the matter due to not being able to reach company by phone. The Representative cc’d on this email assisted in processing a refund and canceling further billing and business.
  
  Thank you very much!
  
  Sincerely,
  
  ******** *******
  

• Initial Complaint

  Date:03/08/2023

  Type:Order Issues
  Status:

  AnsweredMore 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.

  Acellus Academy has failed to award my son his 2022 High school diploma and corrected/completed Transcripts, while continuing to charge my credit card the monthly tuition. He missed graduation.
  
  Records department and teachers have refused for over a year to answer any of my urgent emails. And anytime I do get response it is conflicting of the last customer service representative.
  
  On 2/22/23 I spoke to a representative who stayed asked me to draft an email with the subject line "expedite request" and that she would get this taken care of. I got a response on 2/23 that the error on their side that I had been asking for assistance on since August of 2021 had finally been corrected. My account was shut down so that I can no longer access all of my correspondence with teachers.
  
  At this point my son should have been awarded his documents. I sent emails on 2/24, 2/28 and 3/7 with no response. Today, 3/8/23 I was told my son was not eligible for graduation because he lacked 0.5 credits, which is not accurate. In fact, he is over the graduation credits by .14
  
  My son completed his first year of college in 2022 as a concurrent student. He is now prevented from continuing his college education because he cannot prove he has graduated. I want my son's diploma and transcripts, with the accurate graduation date and credits he completed. I want a refund of all the payments they deducted after my son completed his last class.

  Business Response

  Date: 03/27/2023

  We investigated this complaint and found that the student was prevented from graduating due to incomplete assignments in a required course. We contacted the parent and worked out a resolution so that the student was able to graduate with a diploma from Acellus Academy.

• Initial Complaint

  Date:11/10/2022

  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.

  I enrolled my children in acellus in 2021 my boys weren't doing well so I pulled them out in nov ember of 2021 no one ever questioned why they quit completing work or contacting teachers etc ... I called in May and was told I wouldn't be charged again and I wasn't eligible for a refund for remaining tuition for that year so I cut my losses and moved on but I was charged again today 11-10-22 for 1398 without any warning . I just want a refund for this current charge as my kids won't be using the service any longer

  Customer Answer

  Date: 11/17/2022

  Hello I am writing to request the withdrawl of complaint #******** regarding acellus academy . Acellus Academy has rectified the issue in a timely manner. I have CCd ****** ******** ,representative for acellus academy to keep him in the loop. I appreciate your assistance in this matter

  Thank you for your assistance

  ******* ****** 

• Initial Complaint

  Date:09/23/2022

  Type:Service or Repair 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.

  We tried Acellus but it wasn’t for my daughter. Now that I’m asking for my refund they refuse and it’s difficult to get ahold of anyone. I was told someone would call me but that hasn’t happened either. I just don’t see why I have to pay Acellus $249 after they say you can try the first month RISK FREE. If Acellus offers a TRIAL why do they charge parents for the first month and then give them excuses as of why they can’t have their money back? Sounds a little sketchy. I really need my money back.

  Customer Answer

  Date: 09/27/2022

  ***** ****** ***********************
  Fri, Sep 23, 2:03 PM (4 days ago)
  to me
  
  I would like to stop my complaint against Acellus. They contacted me and resolved the issue. 
  ********