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:08/03/2023

  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 signed up for the ISSA CPT classes and nutrition and one more that I cannot remember on 7/21/23, I made the initial payment for the 12 month payment plan! So excited and ready to learn in this field. Unfortunately, after a follow up appointment with my Doctor, he did share his concerns with me regarding becoming a CPT and working in a gym due to my previous medical history, medical reasons and my health and recovery. I sent an email the same day on 8/1/23 that I needed to cancel (I am not requesting a refund!) I explained to them that due to unforeseen circumstances (my health) I could not go through to become a CPT. The next day I receive an email from **************** asking me for specific reasons I am looking to cancel. I guess I wasnt very clear in the initial email! I replied and explained everything again, and requested a supervisor since she was unable to assist. I have not heard back. Due to personal health reasons I cannot start or finish or take the tests for this or start working in a gym or with 1on1 clients. I have not opened up any links it starts any modules. I hope we can come to an overstanding and we can reach a decision regarding this time sensitive matter. Thank ******* look forward to hearing from you soon with a resolution.

  

  Business Response

  Date: 08/04/2023

  Thanks for the opportunity to research your complaint.
  

  First off, I am sorry to hear that you are having health issues and hope you get well soon.
  

  Standard practice for us in these types of situations is to get a note from the doctor explaining the reason. I don't see one on file for you, so I will have ******* reach out via email. Once we have that on file we will review it on your behalf and get back to you.

  Thanks for your help and take care of yourself.

  Customer Answer

  Date: 08/04/2023

  Please provide why I would need to give any of my personal documents regarding my health? I have not started the assignments due to the unfortunate news I received that I wouldnt be able to do what I dreamed of & initially took a huge step in that direction. Unfortunately we can not control what we cant, and thats due to my personal health reasons and my direct advice from my Doctor. I hope there is a resolution. 

  

  Business Response

  Date: 08/05/2023

  I completely understand your hesitancy to provide details about your health and we certainly don't need that. We do however need a note from your doctor explaining that he does not recommend you become a CPT or work in a gym due to health issues. Once we have that we can process your cancellation. Thanks so much.

  Customer Answer

  Date: 08/11/2023

  Please email or provide me with where I can reference the part in the contract that states I need to provide doctors note about my medical reasons for not being able to become a CPT. I am hoping you can show me where to reference because it sounds like a HIPPA violation. I have my personal reasons for not wanting to release my personal medical information or medical information. Thank you for your immediate attention regarding this time sensitive matter. 

• Initial Complaint

  Date:08/01/2023

  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.

  On September 12 2022 I purchased The online group fitness course offered by ISSA for ****** The purchase was done through PayPal and billed to my **** of America account. I immediately noticed that I was charged twice for the same purchase and it was rectified by ISSA and **** of America. I finished and passed the course and all was fine for 3 months. Then I started to receive phone calls and emails my account was locked out and I owed ******. I contacted ISSA and they asked for **** statements which I have emailed 3 times. I sent the original paypal purchase and my **** of america card showing the 2 charges and 1 refund. I also sent them copys of my March 2023 paypal and **** of america march 2023 statements because they claimed I had recieved a credit. There was no credit. The only refund I recieved was the original double billed charge in 2022. I asked several times to speak with a manager or supervisor in the student financial but to no avail. I believe I am in the right and don't know where to turn I have no access to my account and I'm losing clients.

  

  Business Response

  Date: 08/04/2023

  Hi ******* -

  Thanks for reaching out and letting me research your complaint.

  Upon review from our Accounting and ************************************** with help from PayPal, here is what we show on our end:

  (1) You disputed your payment with PayPal which was resolved in your favor.

  (2) There were no duplicate charges assessed to you.

  (3) PayPal is certain you received the moneyback.

  At this point, the current balance due to ISSA is: $419.48.

  Please contact ***************** Services in order to make your payment and unlock your account. You can reach them at: ************** (option 2). Thanks ***************

  Customer Answer

  Date: 08/04/2023

  Two payments were made one was returned so I still paid them their money for the instructor fee 

• Initial Complaint

  Date:07/29/2023

  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.

  I have called serval times to cancel this course and keep getting billed for classes I told them I'm not going to take. I changed my mind and I don't have the time for this course yet they keep trying to charge me. I would like to stop the billing and take it off my credit report

  

  Business Response

  Date: 07/31/2023

  Hello ********* -

  Thanks for the opportunity to review your complaint.

  Here is what I found:

  - 5/22/2023: Date of Enrollment. The Terms & Conditions were read to you by the Enrollment Advisor, including the 7-day cancellation period. You agreed to them. 

  - 5/25/2023: Student Success Coach called ********* to welcome her and answer any questions - No answer

  - 6/22/2023: First contact from Keishawna after enrolling. Student sent us a ticket requesting to cancel and she was told it was outside of the 7-day cancellation period.

  - 6/28/2023: ********* called and spoke with Student ********* Services (SFS). She requested to cancel and she was told that she was outside of the 7-day period. She hung up.

  - 7/25/23: Last contact from student. **************;replied to an email from Student ********* Services (SFS) regarding her account balance. Keishawna stated that she had canceled her account already. Student ********* Services (SFS) replied, "Unfortunately, you were outside of the 7-day cancellation that is agreed to on the contract when enrolling. We are unable to cancel the contract and you'd still be responsible for the remaining payments. Right now, your account is past due $237.10. We can offer to get it back current with a payment of $70.

  Due to the history provided above, and because we have no record of you calling or emailing us to cancel your account within ****** from the date of purchase, ISSA is unable to cancel your course as requested. You will continue to be billed accordingly. We recommend that you contact Student ********* Services (SFS) to discuss payment options that are more favorable to you. Student ********* Services can be reach at: ************** (option 2). Thank you!

   

   

• Initial Complaint

  Date:07/27/2023

  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 in January 2023 and while being informed that I had 7 days to cancel and receive a refund the person on the phone did not say that after the 7 day cancellation period, that I would not be able to cancel and money would continue to come out of my account no matter what. I really wanted to do this course but I did not find the courses user friendly or the support system helpful so I stopped doing it and when I tried to cancel thats how I found out I couldnt and would still be charged. I dont want a refund I would please just like for you to stop taking my hard earned money and make your policies more clear before people sign up. Thank you.

  

  Business Response

  Date: 08/10/2023

  Hi ***** -

  Thanks for the opportunity to review your complaint. Here is what I found:

  Enrollment Date: 1/25/2023

  3/22/2023: ***** reached out to cancel. However, the Student Success coach explained that he is outside of the 7-day cancellation period.

  4/27/2023 to 8/10/2023: ***************** Services (SFS) tried to contact ***** and there has been no answer.

  NOTE: ***** was informed by the enrollment advisor at the time of enrollment that there is a 7-day cancelation period. ***** also received a copy of this policy in writing via email as part if his getting started information.

  ***** mentioned in his complaint that the course is not user friendly and that he did not find the support system helpful. However, no calls were made to our Student Success team for assistance.

  ***** - We can't provide you with a cancellation because it is outside of our policy. However, we know you were excited to take the course and we want to help you be successful. We have two options:

  1. Please call our student success team with any course related questions and they will help you however they can. That's what they are there for. You can reach Student Success at   ************** (option 3), M-F, 6am-6pm (******* Time).

  2. If money is an issue, please call ***************** Services (SFS) and they work with you on other payment options that meet your particular needs. You can reach SFS at ************** (option 2). M-F, 7am-5pm (******* Time).

  Thanks for letting us know about your concerns. We look forward to working together to help you reach your future goals.

   

  Customer Answer

  Date: 08/15/2023

  To whom it may concern, I understand that and acknowledge that I was told about the 7 day cancellation period but you did not mention that I could not cancel at all or stop the payments coming out of my account. I do not want to continue with your company or program after seeing how you conduct business. I would sincerely just like to stop the payments coming out of my account and we both go out separate ways.

  

  Business Response

  Date: 08/16/2023

  ISSA's view of this complaint has not changed.

  Thanks.

  Customer Answer

  Date: 08/19/2023

  To whom it may concern, I will not be satisfied until you stop charging money from my account. Youve seemed to ignore the fact every time I bring it up that you failed to mention you would continue to take money from my account after the 7 day cancellation period and only stated that the 7 day cancellation policy was just for a refund. Im sure you have better things to do and I certainly have better things to do then to continue this song and dance. Im sure you can sympathize with working hard to earn money and not being ****** pleased when someone keeps taking it after youve pleaded with them to stop. I would simply like this matter to be over with and we both part ways. Thank you.

• Initial Complaint

  Date:07/14/2023

  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.

  I called ISSA ******************** on July 7th to schedule my payment for July 15th for monthly payment. On July 8th it was brought to my attention that the payment was taken, I initially called to schedule a later date for an irs payment that was due with same card which took priority which I initially mentioned to them. Their offices are not open on weekends so on the 8th I contacted my card issuers and requested a stop payment so this mistake wont be repeated. Then on July 10th I contacted ISSA ******************** again to see why the payment came out a week early and the Rep who answered said there was notes on the payment arrangement date but it was not put in so it came out automatically the following day. He apologized and offered I refund I told him NO I dont not want any refund its was too late whats done is done and asked to speak with a supervisor and my intentions with supervisor is to express my concerns, see why the notes on my file were disregarded or why the previous Rep from the July 7th didnt update the account aswell as explain the fact I did a stop payment a few days prior like I mentioned to the Rep who was transferring me and to explain all future payments will be done manually with a different card. After a few minutes he returned to call stating no supervisor is available and he issued a refund I told him no cancel if you already issued it I dont want a refund I just want to speak to a supervisor he told me they would give me a call back I then told them preferably before 10am they called at 2:51pm then today July 14th I got a text from ISSA and they issued the refund after multiple times expressing I do not consent to a refund. Now Im unable to make the payment again due to cards stop payment and no funds in bank and it will be another 2 weeks before I can pay which could of been avoided if the 2 reps would of listened.

  

  Business Response

  Date: 07/20/2023

  Hello ******* - 

  Thanks for the opportunity to research your complaint

  Looks like you connected with ****** ********* ***************** Services Team) yesterday - June 19, 2023.

  According to the notes it sounds like you had a chance to go through the timeline of calls.

  (1) You initially needed to adjust your payment date because you had an IRS payment that was supposed to go thru that was priority.

  (2) After realizing that the payment went through, you called to file a complaint, had already stopped pay on the payment, and were going to use a different method of payment to pay your IRS bill. Sounds like a refund would have slowed things down for you.

  As a result of yesterday's call with ******, he has adjusted your current payment and restructured the account. He also marked your account as DO NOT CALL (DNC) to avoid future calls.

  We hope this resolves the issue for you, but please let us know if you need anything else.

  Have a great Day!

• Initial Complaint

  Date:07/14/2023

  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.

  On February 23, 2023 I paid ISSA $199 for the Personal Trainer *** Lifetime Program. I phone ISSA on July 6, 2023 to enroll in the *** courses. I was told by numerous ISSA employees that I wasn't a ISSA Trainer and I couldn't enroll in courses or receive a refund. I received my training certification from NCCPT in 2015 with a renewal date of August 2023. ISSA acquired NCCPT in 2020. ISSA sent me emails, setup a trainer account and gave me free *** courses. I was able to access the trainer account on July 4, 2023. On July 6 2023 my ISSA trainer account was deleted. I know longer have access to the free courses or the ability to enroll in the courses that I paid $199 for. I am asking for a full refund. The people who I spoke with over the phone also said that $199 only paid for 10% of the required *** courses when their website clearly states you get 20 ***s. Twenty ***s is 100%. ISSA is a total scam.

  

  Business Response

  Date: 07/24/2023

  Hi ******* -

  I am researching your complaint and will get back to you soon.

  Thanks for your patience.

   

  Customer Answer

  Date: 07/24/2023

  The business' response to this complaint has not been resolved. I request the BBB to keep this complaint open.

  

  Business Response

  Date: 07/25/2023

  Hi ******* -

  Thanks for allow us to review your complaint.

  Upon review we have decided to refund your Certified for Life purchase of $199.

  It will be processed tomorrow (7-25-2023), but may not hit your account for several days.

  Thanks for bringing this to our attention.

  All the best.

  Customer Answer

  Date: 07/30/2023

  
  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. (I have received the refund, complaint is resolved).
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:07/06/2023

  Type:Product 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 wife has successfully taken this course a year ago. Now, her certification is up for renewal - she has submitted the test several times and everytime the results are 70% ...below passing. It seems to be a vicious cycle. Of course there is charge to retake this test! At this point we're not looking for a refund - we would like satisfactory assistance in reevaluating the test.We'd like her story to add to the creditably of this company and not make an addition to the 41 complaints that have already been filed this year.

  

  Business Response

  Date: 07/06/2023

  Please provide us with your wife's name, phone and email, so we can look up her account and research the situation.

  Thank you!

  Customer Answer

  Date: 07/08/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and here is the information requested by the business:

  My wife's name: **********************

  Email: ****************
  
  Regards,
  
  *************************
  
   

  
  

• Initial Complaint

  Date:06/30/2023

  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 daughter (***********************) purchased order #******* with ISSA on 4/25/22 but found out she was diagnosed with ******** Lymphoma in May. After missing her payment she recalls speaking with the finance department when they called and she explained to them her diagnosis and indicated that she would likely be unable to complete the course for at least a year. She made an effort to find a viable solution within a month of purchasing. On 5/1/23 we spoke with the finance department in attempts of resuming the course and having her payments draft from my account (she was still not able to work but felt that she may be able to start studying since she had said it would only be a year). I made it clear BEFORE I authorized the payments that it was ONLY if she was able gain complete access to her course and I was assured that once payment was posted we may need to log out but it should be updated within an hour. $207.90 was the required amount they stated that was needed and I paid that and then $103.75 came out on 5/24 & 6/24. She tried multiple times to log back in but each time her account still indicated that it had expired in Oct. 2022. We called for assistance on 6/27, unable to reach the student service team we finally talked to someone in finance. After a LONG painful discussion we were told that she was past the 6 month extension period. A refund for the $415.40 that was taken after the course was past the extension period was refused as well as cancelling the remaining payments because the account was past the cancellation period. I disagree with this rationality since the course was expired they should never have mislead me or taken payments. Additionally, I feel that good business practice would have been to cancel her course when finding out her medical diagnosis and her clearly stating that it would be longer than an extension would cover. She should be reimbursed $311.25 for the 3 months that they took after the call in May 2022.

  

  Business Response

  Date: 06/30/2023

  Hi ****** -

  Thanks for allowing us to research your complaint.

  First and foremost, we are sorry to hear about your daughter's health condition and hope she is doing better.

  After review, we'd like to propose the following solution:

  Because the purchase was made so long ago we can't refund or cancel the order. However, if it's agreeable to you, we will unlock the courses and provide a generous extension in which to complete them before they expire again. We will extend the *** course expiration date to 10/24/2023 and extend the Nutrition and Strength & Conditioning courses to 12/24/2023. This will allow ****** the time she needs to complete these courses before they expire. 

  We will wait to unlock the courses until we hear back from you. But once confirmed we will unlock them ASAP, so ****** has everything she needs.

  Thanks so much.

  *****

   

  Customer Answer

  Date: 07/02/2023

  
  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:06/16/2023

  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.

  I went online to look at the course. Immediately someone called me to enroll on May 1, 2023. The sales person would not let me hang up the phone until I gave my card information. ***** is being charged on my bank acct every month. However I am on a fixed income and can no longer afford this course. I have not attended any classes or materials. have contacted this company before about charging me for their services that I do not use. I have not accessed any of their materials/exams. I was also not made aware of the 7-day cancellation. My friend, *********, said that the phone call would be a reference for her, not me joining this company that I did not want to join. I am not looking for a refund, I simply want to cancel this service that I dont use and my account to stop being charged.

  

  Business Response

  Date: 06/20/2023

  Hello ******* -

  Thanks for the opportunity to review your complaint.

  Looking at our records, you enrolled in the *** course on 5/1/2023.

  The initial enrollment call was about an hour and you seemed to have a great conversation with the enrollment advisor about your goals and what you wanted to accomplish. The enrollment advisor read the Enrollment Agreement to you, including the 7-day cancellation policy, which you acknowledged and agreed to. 

  You called ISSA twice on 5-18-23 requesting to cancel your account and spoke with two different Student Success Coaches. Both coaches explained that you were not eligible to cancel as you had already past the 7-day window. The 7-day cancellation policy was reviewed with you again after pulling up the invoice we had emailed to you. In addition, you were comped a 2 month extension to help you complete your course.
  

  Unfortunately, we can not cancel your account at this time. However, we do recommend you contact ***************** Services to see if they can work out another payment arrangement that works better for you. ***************** Services can be reached by calling: Phone: ************** (option 2), Monday-Friday from 6am-5pm (******* Time).

  Thanks Kamirre. 
  

  Customer Answer

  Date: 06/20/2023

  I was not ever told about the cancellation policy on the phone while being pursued to sign up for the class. I tried to get more time to see if this would be a good time and fit for me, the person on the phone would not let me off the phone. So I was harrassed into membership. The cancellation policy was not visible in the initial email. However I have not read any of or participated in any of the courses. I am on disability and can not afford the course. 

  

  Business Response

  Date: 06/22/2023

  Hello ******* -

  We've decided to make an exception to our cancellation policy for you and will cancel your account (no refund for previous payments). This will prevent any future charges from being assessed to your credit card moving forward. We hope you find this solution satisfactory and wish you all the best.

• Initial Complaint

  Date:06/13/2023

  Type:Product 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.

  On November 13, 2022, I signed up for a course. The Order Total(before taxes)was $1,194.90 which breaks down into roughly $100 per month over year. After a few days I realized that this wasn't for me, but they told me to continue. I tried the quizzes and all that work for nothing because the exam is nothing like the quizzes. Since the beginning of signing up, I repeatedly requested to stop monthly payments and request a full refund, but I was denied. It's a rip off to charge so much money to simply give access to a website. Their customer service is terrible and they don't want to help you. I've called many times since the beginning regarding cancelling my account. I even asked to speak to the director. No one ever called me back. It's highway robbery. Stay away! I am requesting a full refund.

  

  Business Response

  Date: 06/14/2023

  Hi ******** - 

  Thanks for the opportunity to review your complaint.

  I see that you initially enrolled online. Unfortunately, I don't see any calls or written correspondence from you within our 7-day cancellation period.

  The correspondence we do have on record with you, requesting to cancel, falls outside of the 7-day window where you agreed to continue the course after your initial request.

  Because of this, I can not approve a refund. However, if you don't plan to continue the coursework, I will cancel it for you (no refund). This will prevent any future charges from being assessed to your card on file.

  I hope this solution is satisfactory and wish you all the best.

  Customer Answer

  Date: 06/14/2023

  
  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,
  
  ***************************