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:09/15/2025

  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.

  I had a meeting with a sales *** and was told on a recorded call that upper management confirmed the *** lied to me to get me to buy extra programs. He told me after looking at my account I would be a master trainer with a re up of *** and 2 more specializations. I asked him multiple times and he said yes. I finished my certifications and then was told I needed 3 more! I needed to pay more now. I had them listen to the recording and they said yes he lied to me. They then said my other certs were expired now so they can't renew them and they want more money. Unacceptable. I am not the only one they have done this to if you look at the reviews. Then the manager said 1 more certification and to honor my past ones and I said that is fine. Then they came back and said no I needed to pay for 3 more. They just lie and take money.

  

  Business Response

  Date: 09/18/2025

  Hello *****,
  
  Thank you for sharing your feedback.  We appreciate you taking the time to share your experience and understand how frustrating this process has felt.
  
  After reviewing your account, we saw that all of the courses from your recent bundle purchase were completed as of Monday (9/15). Because the programs have already been fully accessed and completed, were not able to process a cancellation or refund. Even so, we want to make this right and lower your overall cost while still honoring the work youve completed.
  
  Heres what we can do: we will adjust your purchase so that youre charged for just one specialization course at a 50% discount, using code 50SPEC. This brings your total down from $800 to $400 and reduces your monthly payment from $66.67 to $30.30. With this change, youll get one specialization at half price and keep two additional courses (Exercise Recovery Specialist and Nutrition) at no cost. Additionally, you should now have full access to your Master Trainer certificate in your student portal.
  
  We hope this solution helps address your concerns and gives you strong value for the time and effort youve already put into your certifications. Our goal is to support you in moving forward with your credentials, and well be here to help however we can moving forward if ever you need assistance.
  

• Initial Complaint

  Date:09/11/2025

  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.

  When I enrolled, the way the installment plan was presented led me to believe it was a cancel-anytime option, not a binding financial loan. This was not made clear, and I consider this a case of misleading marketing and misrepresentation.

  

  Business Response

  Date: 09/16/2025

  Hello Camryn,
  
  Thank you for reaching out and sharing your honest feedback and concern.
  
  We reviewed your enrollment call on 2/7/2025 carefully. During the call, the enrollment advisor explained that tuition is set up as twelve monthly payments, and the enrollment agreementwhich was read aloud before your paymentoutlined that this is a binding tuition agreement rather than a cancel-anytime subscription. Terms and conditions were also sent to you via email shortly after your enrollment.  That said, we understand how the details may have felt unclear, and Im sorry for any frustration this caused.
  
  While were not able to approve a cancellation or change to your original enrollment, we do want to make sure you have the best chance of successfully finishing your courses. If you need more time to complete your courses and or any assistance or guidance throughout your courses, you can request that anytime by emailing ***************************************** and our Support team will be happy to assist you. If it would help to look at different payment options, our ************************** team is available to review alternatives with you as well (email: *********************************************************************************).
  
  We truly want to see you succeed in your program and will do everything we can to support you in reaching that goal.

• Initial Complaint

  Date:09/08/2025

  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.

  I was tricked into signing up with issa not remembering that a year and a half prior to that I had started with them to begin with but I never took any exams or didn't do anything so I figured since I didn't take the exams or do anything towards getting my certification that it would just go I didn't know that I was still obligated to pay so when I would talk to a customer service guy who made it sound real good and I told him that I thought I had previously started already on the program he said that it didn't show anywhere on file that I had started anything with issa so he had me thinking that I could be put on this fast track to finish everything in 6 months then once I completed the *** certification I was in past due because of the first case and I made a deal to pay what I could pay and the first case would be canceled out so I paid the one-time fee of $150 which took me a month or two to come up with to pay it once I got it paid I was already in past due on my current case so once I was able to pay it and get caught up I was unable to access the exams because they were expired and there was no way to get them reestablished or unexpired where I could take them in order to get my certification they still want me to pay the money for the certification and everything even though I can't take no exams or do anything towards earning a degree or certification and personal trainer at all I'm still obligated to pay never was that ever said that I was going to be obligated to pay regardless of the outcome or whether or not I'm actually able to take the exams or not I don't see how I'm still obligated to pay for something that I'm not able to access. I live off of a disability check and I'm not left with very much money as it is and I was willing to pay whatever I needed to pay in order to be able to become certified to become a personal trainer but through the issa that is no longer an option except I'm so obligated to pay I don't think that's right.

  

  Business Response

  Date: 09/12/2025

  Hello ****,
  
  Thank you for your honest feedback.  We understand your concerns and appreciate the chance to respond. We know how important earning your certification is to you, and we recognize how frustrating it has been to feel stuck without access to your courses.
  
  We reached out to our ************************** team, and they confirmed that your account is currently locked due to both past due payments and a prior disputed payment. The good news is that they are ready to help get this fixed. They are willing to accept a $100 payment to bring the account into good standing and restructure your remaining balance into manageable monthly payments of $99.60.
  
  In addition, once your payment structure has been updated, please feel free to reach out to our Student Support team at ***************************************** and we will add additional time to each of your courses at no extra cost. This will give you the opportunity to continue your studies and work toward your certification without worrying about expired exams.
  
  Our goal is to help you move forward and finish what you started. Please reach out to our ***************** team directly at ************************************************* at your earliest convenience, and they will walk you through the details and assist you with next steps.

• Initial Complaint

  Date:09/06/2025

  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.

  I registered and payed for Personal trainer courses through international sports science association. I completed the modules provided and attempted to try and take the test and when I tried to take the test, it was not provided to me. I called customer service for ******************** and ******* exams both said I missed the time which I didnt and had to pay additional fees on top of all the payments which I paid for and are still paying for on ISSA. neither wanted to help resolve my problem I feel like I was scammed and my money taken and is still being taken for false requirements.

  

  Business Response

  Date: 09/09/2025

  Dear *******,
  
  We appreciate you reaching out to share your concerns, and we want to clarify a few details regarding your course access and next steps.
  
  It appears that your CPT course had expired, which may have caused the difficulty in accessing your exam. Weve added additional time to your course so that you now have full access again. After reviewing your progress, we also noted that a number of the course quizzes have not yet been completed. These quizzes are required in order to unlock the final examination.
  
  One of our Support representatives sent you an email yesterday, September 8, 2025, with more detailed instructions on how to move forward, including guidance on completing the quizzes and information regarding the ***** proctored examination process, if you choose to attempt this examination moving forward.
  
  If you have any additional questions or need further clarification, please dont hesitate to reach out to us directly at ***************************************** Well be happy to continue assisting you and ensure that youre able to complete your certification successfully.  We wish you the best of luck moving forward in your educational journey and beyond.

• Initial Complaint

  Date:08/29/2025

  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.

  I received a phone call from ISSA service representative for my ******** enquiry on their advertising. We had a conversation while I was driving and agent convinced me to try one time payment and I clearly mentioned I don't want to sign up any full time course. Now they insisting me to pay 1500+ dollars and charging me on my initially provided credit card. This was truly without my knowledge and at the age of 58 I have no intention to become a personal trainer. The service representative totally ignored my words about not to sign me for any course. Also I never visited or accessed their courses online, I only realized when I received the second payment email. I am going to dispute that payment through my ***********, but please help to resolve this and stop this payment.

  

  Business Response

  Date: 09/03/2025

  Dear *******,
  
  We appreciate you bringing your concerns to our attention. After reviewing the details of your enrollment, including listening to the enrollment call, we confirmed that the Terms and Conditions were communicated during the enrollment process. We understand, however, how the nature of the call and the information presented may have caused some confusion regarding the courses and payment schedule.
  
  In recognition of this and to resolve the matter, we will proceed with an out-of-policy cancellation of your enrollment. A 10% standard cancellation fee, based on the total purchase price, will apply. The remaining balance will be refunded, and any future payments will be stopped.
  
  Our goal is to ensure this matter is resolved quickly and fairly, and we hope this action addresses your concerns. Please allow a few business days for the refund to be processed.

  Customer Answer

  Date: 09/04/2025

  
  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 I will wait for the refund to be processed soon, if it does, will consider this complaint resolved.

  Appreciate your time to resolve this issue.  

  
  Regards,
  
  ******* ******
  
   

  
  

• Initial Complaint

  Date:08/23/2025

  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.

  International sports science association refusal to release training website for certification

  

  Business Response

  Date: 08/25/2025

  Dear ****,
  
  Thank you for reaching out to us regarding your experience. We want to ensure that you have all the support you need to successfully complete your certification.
  
  According to our records, you re-enrolled in the *** course on May 23, 2025, and you have full access to the course materials through your student portal and LMS until November 23, 2025. At this time, it appears that your course is fully active and accessible, so we are not certain what issue you are experiencing with the release of the training website.
  
  To help us better understand and resolve your concern, could you please provide more details about the specific problem you are encountering? If its easier, you can also reach out directly to our Support team at ***************************************** and our team will assist you promptly.
  
  We look forward to your reply so we can ensure you have everything you need to continue your certification journey.
  

• 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.