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:07/01/2025

  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.

  I feel like I have been majorly scammed with this company. I was oversold and overly misled into the timeframe given to complete my courses. I had not officially started my course until about a month in and saw the amount of unnecessary filler and components to the first course and knew there was no way I could complete everything I was sold on. I requested to downgrade my package as the payments became unmanageable after losing my job, not being told about additional taxes on-top of each payment and the conversion is depleting me and stressing me out. Their response was that they couldn't as they have to assign a number of employees to each customer. I have not had a single person assist me in any way and have had no employee interaction aside from multiple requests to adjust or cancel my course. I am now stuck paying for a course I don't want to do because the experience with them has been so terrible. I was lied to about how long I had to even do the courses and these people downplay how much the course actually takes and even convinced me to fast track so now I have to pay for extensions on-top of everything.

  

  Business Response

  Date: 07/08/2025

  Hello ********,
  
  Thank you for taking the time to share your experience. We're genuinely sorry to hear that your journey with ISSA has been frustrating, and we appreciate the opportunity to help make things right.
  
  After reviewing your account, we were not able to find any previous official requests on file regarding a downgrade of your package. That said, we absolutely understand that circumstances can change, and were more than willing to work with you. If youd still like to move forward with downgrading from six courses to three, please feel free to reach out to us at ***************************************** and well be happy to assist you with that process.
  
  We also want to clarify that one of our Support representatives has already added two months of additional time to each of your courses at no chargeextending your CPT course access through October 21, 2025, and your other courses through December 21, 2025. If you feel you need more time beyond that, were here to help and can absolutely discuss further extension options with you.
  
  Were committed to supporting our students and finding solutions that work, especially when life throws unexpected challenges your way. Please dont hesitate to reach outwe want to make this experience better for you.
  
  Warm Regards,
  
  ******* *****
  Senior Manager, ISSA Student Support

  Customer Answer

  Date: 07/08/2025

  
  Better Business Bureau:
  
  I do have multiple emails with requests, if needed, starting less than a month of sign up when I had officially started the course and a few requests thereafter.

  Regardless,

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** ****
  
   

  
  

• Initial Complaint

  Date:06/27/2025

  Type:Sales and Advertising 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.

  I had a horrible experience getting Re-certified. In the case study questions, I found one of the questions to be tricky and misleading. It was a question about recovery and how would I proceed with a customer. My answer was based on previous experience with my clients, but my guess is that ISSA was looking for a text based answer. The case study questions had to do with a person who had no being disciplined or consistent with their nutrition and fitness program. My professional recommendation was for the client to go back to the basic, nutritional and strength training, in order to master the basics. I was failed because my answer did not include a deep understanding of recovery, when in this case the only recovery my client would need is, a walk, a light job or sleep a bit more. The question was misleading and tricky as to setting up a fitness coach for failure in order to make them pay again for the certification. I understand that I cannot complete my life mission without being certified, therefore, I paid again to be certified onces again, and only to find out that ISSA is not requiring trainer to re-certify every two years. Now is every 4 years if you sign up for 2 certifications at the time of purchase. My experience is that ISSA is all about the money and not about certifying trainers and coaches that truly care about their clients. Horrible experience

  

  Business Response

  Date: 06/30/2025

  Hello *****,
  
  Thank you for your feedback. We're sorry to hear about your experience and appreciate the opportunity to clarify.
  
  After reviewing your account, we see that your original certification expired on 2/24/2023. You enrolled in the Exercise Recovery course on 1/16/2023 but did not successfully complete it. Most recently, you re-enrolled in the Certified Personal Trainer course and also enrolled in the Group Exercise course on 2/20/2025both of which are currently in progress.
  
  We want to sincerely apologize for any confusion around our recertification policy. To clarify, recertification is required every two years after earning a certification. However, when a student completes two certification courses within a short timeframe, the second certification earned will renew the first for another two yearseffectively extending the overall renewal window to four years. This may be the source of the confusion, and were happy to further explain if needed.
  
  We also appreciate your candid feedback regarding the case study in the Exercise Recovery course (as previously offered). While real-world experience is incredibly valuable, case study responses were assessed based on a clear understanding of the concepts taught in the course. We recognize that different approaches may be valid, but the grading was based on alignment with course learning objectives. Your comments have been shared with our Content team for continued improvement.
  
  If you need more time to complete your current CPT or Group Exercise course, were happy to assist with an extension. Please feel free to reach out to us at ***************************************** and well gladly work with you to make sure you have the time and support needed to complete your courses successfully and to maintain your certifications moving forward.
  
  Thank you again for your dedication to fitness and for the opportunity to support your professional growth.

• Initial Complaint

  Date:06/27/2025

  Type:Order 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 contacted the company to make payment arrangements to delay or defer ny payments because Im on sick leave and cant work. I havent worked for a month now. And I cant afford to pay my rent now because they refused and took $220! Im a widow with two kids and they showed zero compassion and made no effort to accommodate me. I wasnt trying to get out of paying for my course, I just wanted to delay my payment so I could pay my rent! Theyve now left me to live off of $48 for the next two weeks! The course was garbage and was completely misrepresented and their advertising is fraudulent and misleading. Their courses are vague and for being a school of sciences, there was very little science in the courses. They also just repackage all the information from their main program and remarket it as new courses. So, when you buy they bundle, you buy they same information regurgitated into multiple courses. I learned more in my basic employee on-boarding than I did in their courses. They also dont clearly explain the 7 day money back guarantee. And I couldnt find information explaining that the money back guarantee if you couldnt find a job was only open to US citizens. I contacted them about the guarantee, and thats when they informed me that I was ineligible because Im Canadian. There is zero customer service. The course is garbage and they shouldnt even be allowed to market and sell jt! The whole company is a sham. I wish I would have found all the negative reviews before I purchased my course. I thought I had researched and done my due diligence, but dont recall seeing these reviews - unless theyve come up over the past year or two since I started my course.

  

  Business Response

  Date: 06/30/2025

  Hello ******,
  
  Thank you for your feedback and for taking the time to share your concerns. We want to begin by expressing our sincere empathy for the challenges youre facing. We understand how difficult it must be to navigate financial strain while pursuing your education, and were truly sorry for any additional stress this situation has caused.
  
  After reviewing your account, we see that you enrolled online on June 29, 2024. During the enrollment process, all students must review and agree to our Terms and Conditions before completing a purchase. These terms outline our cancellation policy, refund timeline, and job guaranteealong with key eligibility details, including that the guarantee applies only to U.S. citizens or permanent residents.
  
  While we value and respect your honest input, we must respectfully disagree with your characterization of our courses and company. We take pride in the quality and integrity of our programs, which are developed by certified experts and aligned with current industry standards. However, we also recognize that each students experience is unique, and were very sorry to hear yours fell short of expectations.
  
  To support you, a ************************** representative will be reaching out directly to discuss available options that may help reduce your financial burden. We genuinely hope to find a solution that allows you to continue your education when youre ready.
  
  In addition, if you need extra time to finish your Strength and Conditioning or Nutritionist programs, wed be happy to discuss course extensions. Please dont hesitate to contact us ***************************************************************************.
  
  Thank you again for your feedback. We appreciate the opportunity to address your concerns and hope to assist in a way that feels supportive and fair.
  

  Customer Answer

  Date: 06/30/2025

  I do not require an extension for the program. Its the same garbage as the main course, only repacked and regurgitated in another course. And your team has reached out to make payment arrangements that was a bunch of PR garbage with no actual attempt or accommodation. I am not the only person who has experienced this issue. There are MULTIPLE complaints about this. I want the remainder of my payments to be cancelled and at this point, you can revoke my certificate. I dont care. I just want nothing to do with your company and regret having invested and wasted my time with you to begin with. I dont even want to be associated with ISSA. 

  

  Business Response

  Date: 07/02/2025

  Hello ******,
  
  Thank you for your follow-up.
  
  Were truly sorry to hear about your continued frustration and disappointment. We understand that this has been a frustrating experience, and we sincerely regret that your time with ISSA has not met your expectations.
  
  It does appear that you were able to speak with one of our ****************** representatives yesterday (July 1, 2025), and that you accepted the resolution that was extended during that conversation. We truly hope that helps provide some peace of mind moving forward.
  
  If theres anything else we can do to assist you further, please dont hesitate to reach out to us directly at ***************************************** Were here to help however we can.
  
  Sincerely,
  
  ******* *****
  Senior Manager, ISSA Student Support

  Customer Answer

  Date: 07/25/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** *******
  
   
  

• Initial Complaint

  Date:06/26/2025

  Type:Product 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.

  I enrolled in a course with ISSA on May 31st, 2025, I paid $125 and accessed the platform for less than an hour on one day. Due to an unexpected financial hardship (my vehicle was repossessed), I reached out to cancel the course and offered to provide documentation proving my situation.Despite explaining that I cannot continue making payments and that I am not requesting a refund of what Ive already paid, ISSA refuses to cancel the remaining balance and has ignored my documentation offer.I believe it is unethical to charge someone for a course they didnt use, especially when theyre experiencing a serious hardship. The lack of flexibility and support is extremely disappointing. I am requesting that ISSA cancels the balance and stops billing me.

  

  Business Response

  Date: 06/27/2025

  Hello ********,
  
  Thank you for sharing your concerns. We're truly sorry to hear about the financial hardship you're currently facing, and we appreciate you taking the time to explain your situation.
  
  To clarify, our standard cancellation policy allows students to cancel within 7 days of enrollment, as outlined in the enrollment call as well as the Terms & Conditions provided on the day of enrollment. Since your request came after this 7-day period, the information youve received so far has been accurate and in line with ISSA policy. It's also important to note that accessing the student portal or course materialsregardless of durationis not considered when determining eligibility for cancellation.
  
  That said, we understand your situation is unique and we want to ensure you feel heard and supported. We will be reaching out to you directly via the email address on file to propose a potential solution that we hope will resolve your concerns.
  
  We appreciate your patience and the opportunity to make this right.

• Initial Complaint

  Date:06/26/2025

  Type:Product 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.

  Date of Transaction: 06/18/2025 ************ was notified of concerns related to the transaction: 06/18/2025 Summary:Wife/we were utilizing ISSA online services to sign up for a training/licensing program. During this process there was a discount code utilized to reduce the cost of the service (located on RetailMeNot). Attached photos were taken that show the various screens that were presented to us during the 'check out' stage of the purchase. These are, as you can see, all from **** site itself. The pricing that was displayed was $999.60 originally. We applied the discount code (WRST-JAAC) which moved the price to $799.60. Moving forward to the next step the following breakdown was provided:Cost: $3,245.99 Discounts: -$2,446.39 Estimated Order Total: $799.60 Due Today: $799.60 (worth noting that THIS number and output is more pronounced than the other data/text shown)When moving to 'Place Order' the text changes, slightly:Cost: $3,245.99 Discounts: -$2,446.39 Estimated Order Total: $999.60 Due Today: $799.60 (STILL worth noting that this number and output is more pronounced than the other data/text shown)So, ISAA's own online system mislead us as a consumer into believing we were agreeing to one amount ($799.60) but were then charged an increased amount of $999.60. We expressed our concerns to ****, who simply said this wasn't real (they don't have the discount code, despite the site clearly accepting it) and that they would have to charge a 10% refund fee if we were to cancel. Keep in mind we have NOT used the service in any capacity as we IMMEDIATELY brought the issue to the company's attention. We are not looking for betterment, just looking for what is right. The companies failure to properly maintain their systems should not be used to punish innocent consumers. Happy to provide more details as needed. Thank you.

  

  Business Response

  Date: 06/27/2025

  Hello *****,
  
  Thank you for bringing your concerns to our attention, and we sincerely apologize for the confusion and frustration surrounding your/your wife's recent enrollment experience.
  
  After reviewing the details you providedalong with the screenshots showing the pricing breakdown at checkoutwe understand how this situation could have been misleading. We appreciate you taking the time to document the discrepancy and share it with us so clearly.
  
  Were currently investigating the root cause of the issue to ensure our pricing and promotional code processes are functioning properly moving forward. Your feedback has been incredibly helpful in bringing this to our attention.
  
  That said, based on the documentation you submitted, we can see that the platform did display an estimated order total of $799.60 at multiple points during the checkout process. In light of this, we are happy to honor that total and refund the $200 difference back to the payment method used at the time of enrollment.  Please note, once processed, refunds typically take 57 business days to appear back in the account.
  
  We hope this resolution reflects our commitment to fairness and transparency, and that it restores some confidence in your experience with ISSA. Please dont hesitate to reach out if theres anything further we can do to support you.
  
  Warm regards,
  
  ******* *****
  Senior Manager, ISSA Student Support

• Initial Complaint

  Date:06/24/2025

  Type:Sales and Advertising 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.

  see attached email communication. Pertinent details are noted there.

  

  Business Response

  Date: 06/25/2025

  Hello *******,
  
  Thank you for your patience as we reviewed your situation and have been working with ****** on a resolution.
  
  Were writing to confirm that a refund in the amount of $44.11 has been issued back to your original payment method. You should have received an email communication on 6/24/25 with details regarding this resolution.
  
  If you have any questions or need further assistance, please dont hesitate to reach out.
  
  With Regards, 
  
  ******* *****
  Senior Manager, ISSA Student Support

• Initial Complaint

  Date:06/11/2025

  Type:Product 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.

  I spoke to **** thereceptions in regards to the account. I asked when I initially signed up for it April 8, 2025. I was completing the course and working through the course, I wasconfused and had a few questions.I sent an e-mail the first I sent was April 15, 2025, the second e-mail was April 17, 2025 the final e-mail was sent May 13, 2025. I was no longer interested in the program after no return of the calls. I felt it was unprofessional that no one contacted me back, to only reach back out to me now is when billing needs to contact me for payment. I would like to cancel since I did reach out within the 7 days cancellation grace ******* Which I first initiallyreached out in the e-mailApril 17, 2025. Attached are the e-mails proof I tried to reach out. Please cancel this account and please no longer bill my account.

  

  Business Response

  Date: 06/12/2025

  Hello, *******,
  
  Thank you for taking the time to share your concerns, and we appreciate the opportunity to respond.
  
  We understand your frustration and are genuinely sorry to hear that your experience did not meet your expectations. Our goal is always to provide prompt, helpful support to every student, and we regret if our attempts to connect with you did not align with your needs or timing.
  
  Upon reviewing your account, we see that you enrolled in the Elite Bundle on April 8, 2025, with an initial payment of $49 (total package price of $1424.00). Our records also show that you successfully completed the Certified Personal Trainer (CPT), Strength and Conditioning, Nutritionist, and CPR/AED courses by April 15prior to any cancellation request being submitted. While we did receive emails from you on April 15, 17, and later on May 13, its important to note that completing the course(s) in full renders the enrollment ineligible for cancellation or refund, as outlined in our enrollment agreement.
  
  Additionally, our records indicate that various team members attempted to reach out responding to your emails, and were very sorry if those efforts did not reach you.  Because the coursework has been completed, we are unable to approve a cancellation at this time. The remaining balance on your account is still due.
  
  We want to help you find a resolution that works for you. Please reach out to our ************************** team at ************************************************* or by phone at **************, Option 2, to discuss your payment options or explore any possible accommodations.
  
  Thank you again for your feedback, and we truly wish you the best in your continued fitness and professional journey.
  
  Sincerely,
  
  ******* *****
  Senior Manager, ISSA Student Support

• Initial Complaint

  Date:06/11/2025

  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.

  I am filing a formal complaint against ISSA Training for misleading enrollment practices, unauthorized billing, and failure to cancel my account despite multiple requests.When I initially signed up, the representative I spoke to told me that because he liked me, the program would be free. I agreed to sign up based solely on that assurance. At no point did I knowingly agree to any financial obligation. Shortly afterward, my father unexpectedly passed away. Due to that loss, I stopped everything, including any potential participation in ISSAs program.I only logged into the student portal one weekend and never began or completed any course. After that, I received a bill in the mail claiming I owed money for the program. I was confused and upset. I immediately called ISSA and explained that I had been told the program was free. I also made it clear I could not continue and wanted to cancel immediately due to my fathers death and emotional state.Despite this, ISSA never honored my cancellation request. They continued to charge my cardeven though I had started the courses . I spoke to representatives over the phone, not by email, so unfortunately I do not have written evidence of my conversations. But I made it very clear verbally: I did not want to move forward with the program, and I wanted all billing ********** this day, I am still being charged. Just recently, ISSA withdrew money from my account again, leaving me with only $99 for the month. That is all I have to live on, while Im also handling the emotional and financial toll of my fathers passing. I want ISSA to communicate with me via email going forward so everything is ************* is unethical to continue billing someone who was told the program was free, and explicitly requested cancellation. I am asking the BBB to intervene and help resolve this matter.

  

  Business Response

  Date: 06/12/2025

  Hello *******,
  
  Thank you for taking the time to share your experience, and please accept our sincere condolences for the loss of your father. We understand that this has been an incredibly difficult time, and we're truly sorry to hear about the additional stress this situation has caused.
  
  After reviewing your account, we show that you enrolled in the Fitness Coach program on August 11, 2024. During the enrollment call, the total cost of the program was clearly discussed, and a $1 initial payment was processed with your consent. We were unable to find any indication in that call that the program was offered as free. Additionally, we do not have any record of contact from you via phone or email requesting cancellation prior to your recent BBB submission.
  
  That said, we want to be as supportive and understanding as possible given your circumstances. While your account is technically outside the eligibility window for cancellation, we are willing to offer the following options as a resolution:
  
  - Course Cancellation: We can cancel your program moving forward and stop all future payments. No refunds will be issued for the amount already paid, but you will not be charged any further.
  - Course Extension:  If you would prefer to continue, we can offer you extended time to complete your courses at no additional cost. You would, however, be responsible for continuing payments on the remaining balance.
  
  We want to ensure you're supported in whatever path you choose. Please reach out to our Student Support team at **************************************** to let us know how you'd like to proceed. Well make sure all communication going forward is via email, as requested, so everything is clearly documented.
  
  We appreciate your patience and hope we can help bring this matter to a positive and supportive resolution.
  
  Sincerely,
  
  ******* *****
  Senior Manager, ISSA Student Support

• Initial Complaint

  Date:06/05/2025

  Type:Product 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.

  I signed up back in March to get my certification and hopefully work in the gym local to me. As time went on, my personal life got busy, and I do not have the time anymore to do this certification, nor is it something that I am interested in anymore. I tried calling today (06/05/2025) asking to cancel my membership with no refund necessary. I even tried asking if it would be possible AFTER this month's payment, as I understand/understood that it would be wrong to cancel last minute, just to be told I cannot cancel and have to go through several options just to TRY and cancel, not even a guarantee. They did not even list BBB as an option to cancel. I tried explaining that my personal life is more important and that when I signed up, I was not told ANYTHING about not being able to cancel at all. I would understand if I were seeking a refund, but I am not and only wish to stop these payments going forward.

  

  Business Response

  Date: 06/10/2025

  Hello ****,
  
  Thank you for sharing your feedback, and we're sorry to hear that your circumstances have changed. We understand how personal obligations can shift and how that can impact long-term commitments like education and certification programs.
  
  Upon review of your account, we see that you enrolled in the Master Trainer program on March 6, 2025. As part of the enrollment process, we do inform students of our 7-day cancellation policy, which is also outlined in the terms and conditions accepted at the time of registration. Your first request to cancel was made on June 5, 2025, which unfortunately falls outside of that cancellation window, so were unable to cancel the program or future payments at this time.
  
  That said, we want to be as supportive as possible. While we cannot process a cancellation, we can offer the following options:
  
  - Additional time to complete your program/courses at no extra cost, if you feel you may want to revisit your goals moving forward.
  - An out-of-policy downgrade to a slightly smaller package that may better suit your current needs and would reduce the total remaining balance.
  
  If either of these options sounds helpful, wed love to discuss them further. Please feel free to reach out to our Student Support Team at ***************************************** Additionally, if you're experiencing financial difficulties or need assistance with payments, our ****************** Team would be happy to explore available payment options with you.
  
  We appreciate your time and feedback, and were here to help however we can.
  
  Sincerely,
  
  ******* *****
  Senior Manager, ISSA Student Support

  Customer Answer

  Date: 06/12/2025

  Your company says you must have notify when signing up for a 7 day REFUND policy. Never stated anything about cancellation. I have things I wish to pursue that arent within my budget because of your company and its scam of a product. And to inform you, when I was on the phone with the person signing me up for your package, which may I inform you is a waste of money, never stated anything about a 7 day policy. Ive been arguing with you guys for almost 2 weeks now, Id like to just cancel so I can pay for my college education and not an education I can get off ******* for free. Your services, staff, etc have been far from helpful and I do not wish to choose any other option but cancel.

  

  Business Response

  Date: 06/25/2025

  Dear ****,
  
  Thank you for your follow-up, and were truly sorry to hear that your experience with ISSA has not met your expectations.
  
  After reviewing your enrollment call, we can confirm that the enrollment representative did mention the 7-day cancellation and refund policy. Additionally, the terms and conditions sent to you on the day of enrollment include the following policy:
  
  "All sales are final seven (7) days after the date of purchase (the 'Return Period'). In other words, as of the 8th day following the date of purchase, the Company will not provide refunds or accept returns."
  
  That said, we understand and respect your concerns. Our goal is always to support our students in a way that is fair and considerate. We will be reaching out to you directly via email with a proposed resolution and next steps.
  
  Thank you again for sharing your feedbackwe appreciate the opportunity to make this right.

• Initial Complaint

  Date:05/05/2025

  Type:Product 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.

  I've explained to this institution multiple times that I am currently enrolled full-time at another institution. It is impossible for me to take classes with them. I am charged on a weekly basis. When money was finally taken from my account, which I've attempted to pause multiple times, I called and was told "We don't do refunds", you should review your agreement and was hung up on. Issa is extremely rude and unpleasant, I have never had a bad experience with any institution I've attended. They're basically charging me for classes I am unable to take. Instead of not charging my account, they refused to work with me or even pause my classes. I will be escalating this issue. This organization is refusing a refund and are refusing to cancel my account. I would like a refund as soon as possible. This situation is putting me under extreme amounts of stress with my pregnancy and school. Issa can't force me to pay for or attend classes.

  

  Business Response

  Date: 05/09/2025

  Hello, ****,
  
  My name is ******* *****, and I am the Senior Manager of Student Success with the ISSA. Thank you for taking the time to share your experience with us, and I'm genuinely sorry to hear that youre feeling overwhelmed.  ***************** pregnancy, and other life responsibilities is no small task, and I absolutely understand how challenging that can be.
  
  According to our records, you enrolled in the ISSA CPT course on February 3, 2024, via our online platform.  As part of that process, students are required to review and agree to our Terms and Conditions, which include a 7-day cancellation policy. It doesn't look as though we received a request to cancel until September 9, 2024, which unfortunately falls well outside of that window.
  
  That said, our goal is to support you however we can. While were unable to issue a refund due to the timing of the request, were happy to offer two out-of-policy options that our leadership has approved:
  1. We can cancel your course and stop any remaining payments, so theres no further financial obligation on your part. or
  2. If youd prefer to continue in your course, wed be glad to offer complimentary course extensions to give you the flexibility you need to complete your studies at your own pace, when the time is right.
  
  We also want to sincerely apologize if any of your interactions with our representatives felt anything less than supportive. Thats not the experience we want any student to have, and your feedback has been shared with the appropriate team(s) for further review. Were here to help you move forward in whatever way feels right for you, and we wish you all the best on your educational and personal journey.
  
  Best Regards, 
  
  ******* *****
  Senior Manager, ISSA Student Support