Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/03/2023

  Type:Customer Service 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 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: 06/06/2023

  Good morning, ****** -

  Thanks for the opportunity to review your complaint.

  Upon review, we are cancelling your account as requested (no refund).

  Wish you all the best and hope you have a great day!

  *****

   

   

   

   

   

  Customer Answer

  Date: 06/06/2023

  
  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:04/20/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After paying for the training program, I developed medical issues (seizures) where I could not continue paying for the program and I could no longer become a certified personal trainer. I sent ISSA my medical doctor's records as proof and his statement of how I could not become a personal trainer because of my condition. They did release some of the programs but not the personal trainer program because they said it had been opened but I told them that I could not continue the program because of my seizures. I had to start taking Keppra for seizures which cause disorientation. Also, I lost my job because of the seizures, and I had to move closer to my neurologist who treats me for Multiple Sclerosis which in 2017 caused me to become legally blind.I just want ISSA to stop billing me for something I will never use and be refunded accordingly because of my condition. After talking with ISSA, it seems that they are only after the money and do not care about their clients.

  

  Business Response

  Date: 04/21/2023

  Good morning, ***** - Thanks for providing me with an opportunity to review your complaint.

  It looks like you initially purchased our Elite program on 9-16-2022 which included the following courses:

  - CPT

  - Online Coaching

  - Nutritionist

  - Strength and Conditioning

  1-24-2023: You reached out and spoke to ***************** Services (***) requesting to cancel due to health issues. The *** representative denied your request due to the account being outside of ISSAs 7-day cancellation policy. However, they worked with you to lower your next few payments. You called back in the same day and made a payment of $103.95.

  2/18/2023 to 2/20/2023  There were several back and forth conversations between you and our Student Success team. You expressed concern after losing your job and the worsening of you multiple sclerosis. I am very sorry to hear you are going through both of those situations. During this time, you were asked to submit medical documentation which you did. However, they were to vague so we requested more detailed information.
  

  2/23/2023  Your father sent us a doctors note as well.
  

  After review, you were approved for a downgrade from the 4 courses you had purchased to only one (CPT). CPT remained active, and is still active because you had already started it and had opened the final exam.
  

  4/20/2023: You called in asking why you are still being charged for CPT and the Success Coach you spoke with explained the same thing I noted above. You ended the call by saying you would file a BBB complaint.

  ************** will go ahead and cancel the course for you as a policy exception. However, I CAN NOT approve a refund for what you have already paid. The cancellation will prevent any future charges from being assessed. Hope this solution helps you.

  Wish you all the best and hope your health issues are getting better. Take care.

• Initial Complaint

  Date:04/17/2023

  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.

  I contacted ISSA on April 16th, 2023 explaining that I would like to cancel my courses and stop all future payments. I expressed that I was not looking for any refund as I know the policy states refunds can only be done within 7 days. I also made note that when I started the courses that I was having a hard time to get a job in my field. Shortly after paying for the courses, I landed a job that requires a lot of time. Being able to complete the courses will be very unluckily at this point. The agent, ***************************** expressed what was on the agreement and saying that cancellation was not possible. That I could try to contact them to lower the payments. What I would like is to just cancel because ultimately I do not have the time to sit and complete any courses right now.

  

  Business Response

  Date: 04/18/2023

  Hello ******** -
  

  Thanks for allowing us to research your complaint.

  As you mentioned, ISSA does has a 7-day cancellation policy. However, we have decided to make an exception for you, and cancel your course outside of the policy (no refund provided).
  

  It may take a few days to process, but no future payments will be due once cancelled.
  

  Thanks.

  Customer Answer

  Date: 04/18/2023

  
  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:04/12/2023

  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 never wanted this their slick salesman who lied to me and never once told me about a 7 day cancelation policy. I am unemployed and disabled awaiting on ss disability and you guys keep charging my child support cc for 100$ every month. They call me over and over and over to the point that this is harassment I'm done with this company and their lies. Pushy salesman and he knew that I was unemployed because I was driving in my car on my way to Arizona which of course gave him lots to talk about because wouldn't you know they are in *******. Uggh I wish I would've hung up like I normally do but disabled lonely person here and I provided them with the Drs paperwork regarding my disability and still nothing they can do so they keep calling me and keep charging my credit card that had an authorized of .01 cent and they have charged me with at least 600$ by now that they got away with even tho I authorized a 1 time charge of .01 cent so don't give these people your credit card cause they don't care they will charge charge charge until they can't ant longer. They lied and have stolen from the disabled unemployed people of America shame on you

  

  Business Response

  Date: 04/21/2023

  Good morning, ***** - 

  Thanks for the opportunity to review your complaint.

  I see from your previous correspondence with ISSA that you had a neck injury resulting in surgery and it was preventing you from completing the course you purchased. I'm sorry you had to go through that and hope all is well now.

  You were sent an Exception Request Form and asked to provide medical documentation of your situation. However, we have never received that from you.

  Your purchase was made back on February 1, 2022 which is now way past our 7-day cancellation policy. I am happy to cancel your course if that is what you would like to do, but I will not be able to issue a refund for what you have already paid for. By cancelling your course, we are making an exception to the policy in order to prevent future charges from being assessed.

  Hope this provides you with a reasonable solution. 

  All the best.

• Initial Complaint

  Date:04/12/2023

  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.

  They were suppose to cancel my training course and Im still getting charged two months later

  

  Business Response

  Date: 04/12/2023

  Hi Queena - 

  You are correct - For some reason your account was not cancelled, so we will take care of that for you. The last payment we collected was on March 3. No refund is being provided for money previously collected, because we have made a policy exception to cancel your account for you. However, you will not incur any future charges. Thanks.

  Customer Answer

  Date: 04/12/2023

  
  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:04/07/2023

  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.

  I have purchased a PT certification with ISSA in October 2022, on a payment plan. Right after the purchase, I started a new job and could not start the course. It's clear that I won't be able to take it at all, given how busy I am with my new job. I was able to read some of the ISSA material, maybe one module at best, but never went ahead with it. Today I called ISSA and asked that they discontinue future payments on my account - I did not ask for a refund, I said "simply discontinue the future payments" as on top of it, I am going through financial hardship. They refused to listen, and said I am stuck with the future payments (until September 2023), for a course I have not taken, and I will never take. I understand that was written somewhere in the agreement, but it's just a lousy business practice they have. Plus they were super pushy when selling their course, giving the impression I could cancel it at any time. They have ZERO empathy, and are all in for money. Their business model is perverse. I am really hoping they remove the future payments, otherwise my next step is going to be with contacting my credit card provider. They have taken $450 from me without me using their service AT ALL, and will take another $450. I understand I signed a contract, but I am NOT using this service at all, nor ever will. You're taking my money and rendered NO SERVICE.

  

  Business Response

  Date: 04/18/2023

  Hello **** -

  Thanks for allowing us to research your complaint.

  I am sorry to hear you are going through a financial hardship.

  As you know, ISSA has a 7-day cancellation policy. However, we have decided to make an exception for you, and cancel your course outside of the policy (no refund provided).

  It may take a few days to process but no future payments will be due once cancelled.

  Thanks.

  Customer Answer

  Date: 04/18/2023

  
  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:03/30/2023

  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.

  03/27/2023 was the first time payment was failed after falling on hard times 03/30/2023 an agent reached out to talk about payment, I explained the hardship currently happening and was asking for help in trying to cancel the financial obligation and agreement, not seeking refund of any kind since I am unable to afford the payments in the littlest bit, and was just repeatedly told it wasnt there policy and was transferred to a different department where I could not clearly hear the agent but was able to gather that he would submit a call back from management. Have not received the callback and am quite upset, I am unable to afford the payments for the courses and have not even been able to do any of them.

  

  Business Response

  Date: 03/31/2023

  Hi ******* - Thanks for the opportunity to review your complaint. Here is the account information we have on file for you on our end along with our recommendation.
  
  12/26/2022: Student initially enrolled in the Master Trainer program (including multiple additional courses for a total of 10 courses). 
  
  Student successfully made first two payments of $260.82, but the attempt to collect the third payment this month was unsuccessful. Therefore, ***************** Services (SFS) reached out to the student regarding the failed payment. There were no records of requests for cancellation prior to the failed third payment.
  
  3/30/2023: Student was transferred to ***************** Services (SFS) and requested cancellation of the courses due to financial hardship (without refund). Student was informed that ISSA could not cancel his courses due to our 7-day cancellation policy. 
  
  According to the student account record, ******* started the *** course and completed 1 quiz. ISSA has collected $522.64 of the total $2,870.01 price of the package thus far.
  
  Based on the information above, ISSA cannot approve this cancelation request. There were no attempts made to request cancelation or assistance with modifying payments, etc. prior to ***************** Services (SFS) reaching out about the failed payment. In addition, this student is far past the 7-day cancelation window. 
  
  Our recommendation is that ******* reach out to ***************** Services (SFS) to discuss various payment options. Our ***************** Services (SFS) team is more than happy to help. All the best.

  Customer Answer

  Date: 03/31/2023

  I reached out to financial services and could clearly understand the agent, was told I could request a callback from a manager which I have yet to receive. I tried to explain that I cant afford living expenses at the moment due to an unforeseen hardship that occurred recently, and was not currently think about the payment for Issa until I saw an email that it wasnt going through. Dealing with a lot of stress at the moment.I understand that it is outside the seven day regime window but I am not asking for a refund as stated before. And when I talked to the agent with student success he seemed adamant that there was no exceptions which lead to me filing this complaint.

  

  Business Response

  Date: 04/04/2023

  Hi ******* - I am sorry you are going through such a difficult time. I will have the manager in ***************** Services (SFS) reach out to you, so you can discuss options. Thanks for your response. 

• Initial Complaint

  Date:03/28/2023

  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.

  To:***** Email <*****************>, ISSA Support <****************************************>My account course and content is not available I've been trying to login to access my educational property for a few months and I can not locate it. Why was it moved?What happened to all my ***** online material I paid for?I was told it was like a textbook and I would always have access to my online videos and pdfs to reference.I need access to my educational property now. I can't wait any longer. I do not want the exam I already have paid for material.I need a refund or access to my account material now.******************************* *************** ISSA now owns ***** and has done this in an attempt to sell and make money rather than honor our existing agreement.

  

  Business Response

  Date: 03/29/2023

  Hi ****** - Thanks for giving me an opportunity to review your situation.

  Unfortunately, our ***** site is down and we are working to restore it as quickly as possible. The process to restore it may take up to a month or more. We apologize for the inconvenience. In the meantime, we are looking at temporary solutions to provide students with alternate access to course materials. We have notated your account and someone from the Student Success team will reach out to you once a solution is ready. Thanks for your patience. BTW - We can not provide a refund as your purchase was made prior to the ISSA acquisition.

• Initial Complaint

  Date:03/12/2023

  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.

  Dear Better Business Bureau,I am writing to file a complaint against the International Sports Sciences Association (ISSA) regarding the conduct of one of their sales representatives.The sales representative, whose name I believe was ************************* made false promises and engaged in deceptive practices to induce me to purchase products and services from the ISSA. Specifically, the sales representative promised to help me secure a job in the fitness industry and guaranteed that the money I would earn from the job would cover the cost of obtaining an ISSA certification. He further assured me that he would provide assistance at every step of the way and that I would receive ongoing support and guidance from the ISSA.However, after I purchased the products and services, I discovered that these promises were false and misleading. The sales representative did not provide me with the level of support and assistance he promised, and I did not receive any job offers or opportunities through the ISSA. Additionally, I have not been able to earn enough money to cover the cost of the ISSA certification, as I was promised.I believe that the conduct of the sales representative and the ISSA violates consumer protection laws, contract law, and may constitute fraud or misrepresentation. Despite my attempts to resolve this issue directly with the ISSA, they have not provided me with a satisfactory resolution.Therefore, I am requesting that the Better Business Bureau investigate this matter and take appropriate action to address these concerns. I am also seeking a full refund of the products and services I purchased from the ISSA.Thank you for your attention to this matter.Sincerely,***************************

  

  Business Response

  Date: 03/14/2023

  Dear Mr. ******** -

  Thank you for the opportunity to research and respond to your recent BBB complaint. Here are the events on record.

  1/11/2023 - Student initially enrolled in the *** course.

  1/19/2023 - Student called in inquiring about 'job placement'...coach ***************************** responded noting various employment resources we offered.

  2/15/2023 - Student spoke with ************************* in ***************** Services (SFS) noting that he was not happy and that "sales rep ****** sold a lot of stuff that is not correct" and he didn't want to make any payments until he spoke with someone about this.

  
  Student called several more times in February and spoke with a few different Student Success coaches and SFS reps who attempted to assist him with employment resources. Student continued to assert that he was promised job placement resources in the enrollment call with EA ************************* and that he wanted to cancel.

  
  Student has successfully completed the *** course, but he has not taken/passed the ***** exam which is a requirement of the Job Guarantee program. In addition, there are no notes in the system suggesting Student has applied to at least three gyms/health clubs which is also part of the Job Guarantee requirement.

  3/14/2023 - Student has paid ISSA only $1 to date. Attempts to collect additional payments have not been successful.

  In order for ******************** to take advantage of the Job Guarantee program, he will need to: (1) Work with student financial services to bring his account current, (2) complete the ***** course and pass the final exam and (3) show proof that he has applied to at least 3 gyms or health clubs in his area.  At this point, until payment is current and job guarantee requirements are met, there is no further action for ISSA to take regarding this complaint. Once these items have been taken care of, ISSA will work with our internal resources to begin the job guarantee process for ********************. Thanks.

  Customer Answer

  Date: 03/14/2023

  Dear ISSA,

  
  

  Thank you for your response to my BBB complaint. However, I would like to clarify that it is not my wish to continue or complete any further steps required to deliver on the promise that was originally sold to me. This is because the terms and requirements were not explained to me from the beginning, and I did not sign any document that outlined the details of the program. My agreement was based on a verbal agreement with *************************, during which I made it very clear that I was a single father of two children who could only pay for the course if it provided extra income, and that I would only be able to work from home.

  
  

  **************** promised that the certificate would be sufficient and did not mention the need for an ***** course, and based on this deception, I now wish to cancel the agreement.

  
  

  While I appreciate your suggestion that I work with student financial services to bring my account current, complete the ***** course, and apply to at least three gyms or health clubs in my area, I do not wish to continue with the program. I hope that we can resolve this matter and come to a mutual understanding.

  
  

  Thank you for your attention to this ****************************************************************************

• Initial Complaint

  Date:03/07/2023

  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.

  ISSA agreed to eliminate bill and discontinue services via a bbb complaint that was previously filed, yet they arent doing so. I continue to receive phonecalls, and emails at my secondary email address: ************************** much harassing me and pointing me to a contract. I would like for ISSA to honor our agree to cancel my full bill and course.

  

  Business Response

  Date: 03/09/2023

  Hi Asuefa - Thanks for the opportunity to review your BBB complaint. Here is what I have uncovered for you.

  10/10/22 - You enrolled in CPT, Yoga and Nutritionist courses

  1/27/23 - This is the date on record of your first attempt to contact ISSA requesting cancellation and asking to remove your payment method on file (over 3 months from the enrollment date). You spoke with our ***************** Services (SFS) Department and they advised you that we could not accommodate your request due to our 7-day cancellation policy. You stated, that you would get a lawyer and the call was escalated to ****** (SFS).

  ****** attempted to call you back, but got your voicemail - no message was left.

  1/30/2023 - ****** attempted to contact you again, but the call went to voicemail and no message was left.

  2/22/2023 - ****** then received a ticket regarding your BBB complaint and he re-assigned the ticket to *************************** It does not appear that anyone has attempted to reach you again until now.
  

  3/6/2023 - You reached out on 3/6 and ***************** Services responded again that we were unable to cancel your courses based on our 7-day cancellation policy. However, they did provide you with additional resources at that time.

  Based on the information above, and because your cancel request far exceeded the 7-day cancellation window, ISSA is unable to process your cancellation at this time. If you would like to discuss different payment plan options, please contact ****** in ***************** Services (SFS).

  All the best.

  
  
  

  Customer Answer

  Date: 03/12/2023

  That is incorrect.  I have called ISSA multiple times inside the 7 day period and outside the 7 day period, there was no response within the 7 day period along with no answer during the weekends.  I also never received a return phonecall or voice message.  I submitted a prior bbb complaint and was told that i would be disenrolled from the course and discharged of the course fees which has not taken place, and now you are stating that you will not honor what was previously told to me by your company.  I also called and asked to remove my bank account and your company refused that as well.  All while being told that you would discharge me of the payments i have kept receiving emails for payment due and then yesterday while disputing this you attempted to take the charges from my account.  This is harassment at the highest level!

  

  Business Response

  Date: 03/13/2023

  Our account records indicate the only dates of contact we the ones provided in the previous response. We do not show any attempted contact by you during the 7-day cancellation window based on the phone number and email we have on file.

  Did you perhaps use a different email or phone # when trying to reach us. If so, I can look into that for you. Please ask BBB to resend me your prior BBB complaint with a response/resolution from ISSA stating that your account would be cancelled. That was not mentioned previously, but I am happy to look into it for you. Thanks.