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:03/03/2023

  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 would like to cancel my membership with this company. I have faced some financial hardship and no longer can keep up with the payment plan.This company is giving me a hard time. I also would like my 90 dollars refunded because now I am negative with my account.

  

  Business Response

  Date: 03/07/2023

  Hello Queena - Thanks for giving me the opportunity to research your complaint. I am sorry you are going through a difficult time and understand your financial concerns. However, due to the time lines and reasons below, I am unable to provide a refund. As you know, we have a 7-day cancellation policy, which is why your previous requests were declined. However, I will make an exception and cancel your course to prevent future charges from occurring (no refund will be provided). Please let me know if this resolves your issue. I will wait to process the cancellation until I hear from you confirming that this issue has been resolved. Here are the details below in case you need them. Thanks Queena. All the best!

  2/1/2023  Enrolled
  3/1/2023 (one month after enrollment) Submitted ticket asking if she can start the program at a later date
  3/2/2023  Submitted ticket, cant keep up with payment asking if we can freeze her account. We sent a reply, Hi ******,There is no option to freeze the account. We can offer to lower your first two payments to $50. The difference will be added to the last payment on your installment plan. You will resume regular monthly payments 5/01/2023. Please let us know if you'd like to take advantage of this offer!
  3/3/2023  ****** called in and spoke with a rep in ***************** Services requesting cancellation and a refund. She was explained the 7-day policy. Student was escalated. The call dropped so ****** called her back and left a message.
  3/3/2023  We received another ticket from Queena asking to cancel. The request was again denied.
  3/6/2023  Queena submitted another ticket asking to cancel and get a refund due to extreme hardship

• Initial Complaint

  Date:02/16/2023

  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.

  August 17, 2022, I purchased a bundle of courses and had every intention of completing all three courses; however, I only completed one course in January 2023. To date, I have paid $474 for the program and have a remaining balance of $469. I currently am unemployed and have been denied unemployment, I am homeschooling my toddler son, and I am in school full-time for a Master's degree in clinical nutrition. I only get paid once per month for my Veteran's disability. With everything that is going on, I cannot complete the courses and make payments. I called to resolve the issue, they offered to lower the payments to $40 even after I expressed that it was impossible for me to make payments and complete the courses. I even stated that they could revoke the certification that I currently have and keep the money that I have already paid. The representative kept apologizing stating that it was nothing that he could do other than lower the payment. I stated to him that I would file a complaint with BBB and he used the analogy of buying a car. I told him that I'd done that and returned the car and had to file for bankruptcy. I even asked if he was implying that I file for bankruptcy, he said no but that it is a verbal contract. My intentions were to complete the courses; however, circumstances beyond my control financially do exist. I no longer desire to have anything from a school or organization that is not willing to help individuals who actually need help going forward. It is sad to make money from people who are trying to better themselves when there are no other alternatives. I don't even want the money that I paid into it back. I just do not want to be charged going forward because I cannot literally afford it and it would put my son and me in a worse situation financially.

  

  Business Response

  Date: 02/17/2023

  Hello ******* - thank you for allowing me time to review your situation. I am sorry to hear about the challenges you are currently facing and I want to thank you for your service to our country.

  The previous ISSA staff were correct in explaining our policy regarding the cancellation window. Also, cancellation is typically not approved once a student has passed an exam. However, after careful review of your account, we have decided to ***** an exception to our policy.

  We will cancel your remaining courses. We will not be issuing a refund, but we will release you from ***************** obligation. Please know that your account will also be locked and we will be unable to validate your Nutrition certificate moving forward. I hope you find this is an acceptable resolution to this issue. I wish you and your son brighter days ahead.

  Customer Answer

  Date: 02/19/2023

  
  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:02/02/2023

  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 started the *** course this January. Today I called to ask a question and was told that I had two other past due balances and they are due immediately. They locked my current course until I can pay. It's a **** course they locked and I cannot cancel. If I can't afford pay in full the past due -they will also charge me **** for a course I don't have access to and I can't cancel it. If I cant pay my past due balance upfront I lose out on the new class that I can't access and owe them **** more than my past due balance - for a class I don't have access to and I cannot cancel. Why didn't someone tell me about these past due balances before I signed up again? How does it make sense to charge me **** for a class I don't have access to and can't cancel that's fraudulent.

  

  Business Response

  Date: 02/10/2023

  Hi ******* - Thanks for giving me a chance to research your complaint. According to your account history, you enrolled in the *** course/program on January 28, 2022 for a total purchase price of $418.95. At that time, you put down $34.96 upon enrollment. However, after enrollment, and after making that initial payment, we were unable to collect any money from the card you used to enroll. The remaining balance of $383.99 is listed as a write-off Collections.
  
  You then enrolled in the Elite package (*** course (again) as well as the **** Nutritionist, Strength and Conditioning and T3 HIIT) for $1 down on January 16, 2023 via our website which is why you were not informed of the balance owed previously.
  
  You enrolled separately in the Kickboxing course on January 26, 2023, also purchased on the web, and put $31.75 down upon enrollment. According to the account notes, you may have used a different email address than used in 2022. This is likely why the system allowed you to make your follow up purchases even with an outstanding balance due.
  

  Our ***************** Services team attempted to reach you countless times regarding your overdue balance, but was unable to connect with you.
  
  Looking back further, it appears that you signed up for the *** course/program via the web back on Nov 26, 2019, and put $10 down. However, additional payments were never collected, which also led to a collections write off of $789.
  
  You will need to speak with our ***************** Services team in order to pay your overdue balance, or work with them to determine an appropriate payment solution before regaining access to your account. Please contact our ***************** Services team at ************** (option 2), Monday-Friday, between 6am-5pm, ******* time. Thank you!

  Customer Answer

  Date: 02/10/2023

  That still leaves me locked in a course that I don't have access too until I can pay my past due. You can't charge me **** for the new course that you locked me out of. Please cancel this course.

  Your literally charging me for something I don't have access to and that is fraudulent. If I had know that you would lock me out of the new course I would not have signed up. But you didn't tell me about my past due balance until I already started the new course, then you locked it. It is not ethical to charge me for a course I'm locked out of, please cancel Immediately.

  

  Business Response

  Date: 02/13/2023

  Good morning, ******* - Due to delinquencies and 2 past write offs for non payment, our only other option here is to cancel your course. We would not charge you any future payments by canceling and there would be no refund for any money previously paid. Please let me know if you would like us to do that. Otherwise, please contact our ***************** Services team for payment options. Thank you! 

  Customer Answer

  Date: 02/23/2023

  I asked you to cancel in my last response. Please cancel and confirm cancellation.

• Initial Complaint

  Date:02/01/2023

  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 made a complaint originally 1/24/23 with BBB about a purchase I made with ISSA on 1/15/23 and requesting cancellation 1/17/23. The company said they would refund the 98 dollars via message through BBB, however, has not refunded me.

  

  Business Response

  Date: 02/09/2023

  ******************** - The refund was processed on Feb. 6 in the amount of $99.58. Any questions, please let me know. Thanks.

• Initial Complaint

  Date:01/29/2023

  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 purchased a program from ISSA, I realized that this wasn't quite whst they had depicted on their site about being an advanced nutritional program. I canceled with one of the associates, they said that i had canceled. Well they kept charging me, I called back when I saw the charge and the manager said that it wasn't canceled that the person I spoke to didn't end up canceling it. I told her around the time I called and she said she would look it up and then call me back, she's the manager in this department. I never heard anything back so I thought she had taken care of it. They have been charging my account over and over again. I've reaches out to their department for 9 times requesting a call back or some help dealing with this issue. It's not fair, I did everything I was supposed to do to handle this correctly and now they are trying to submit for collections on something that had been resolved a while ago. I have a 780 score and I plan to keep it there The manager won't call me. She has other people in other departments try to reach me but it's ridiculous cause she was supposed to be the one in charge but because she messed up she's trying to pin it on someone else.

  

  Business Response

  Date: 02/09/2023

  Hi ********************. Thanks for giving me a chance to respond to your complaint.

  After reviewing your account, it appears that you enrolled in your course on 6/25/2022 and attempted to cancel on 8/27/2022, which is long past our 7-day cancellation policy. There is no information in our records that show any prior cancellation request was made before 8/27/2022.

  However, ISSA has cancelled your course for you as requested and will not attempt to reach you or charge your credit card any further. Please note, this cancellation does not include a refund for money paid previously to ISSA ($130.80). It will however, prevent any future charges or action from being taken.

  We appreciate your patience as we reviewed this matter and wish you all the best.

• Initial Complaint

  Date:01/25/2023

  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 purchase *** Course 1/15/23 along from a promotion on their website, I requested to cancel 1/17/23 where they told me if I cancel I would have to pay for a course that they advertised was free that came with it and I would ultimately pay more. On their own website and refund policy, they list that sales are final on ONLY three courses "All sales are final on ******************** Units, CPR certifications and the *** Study Expansion Pack. Refunds are not provided on these products. They state, that as long as you request a refund within 7 days from purchase dates. They told me I would still have to make payments and it would be more for requesting a refund two days after purchase.

  

  Business Response

  Date: 01/26/2023

  Good morning, ******** - This looks like a misunderstanding on our end. Our Student Success Coach was under the impression you wanted to cancel your courses, but keep the T3 course. Based on that info, they had quoted you full price for the T3 course.

  We apologize for the misunderstanding and will provide you with a full refund in the amount of $99.58.
  
  Thanks for bringing this to our attention.

  Customer Answer

  Date: 01/26/2023

  
  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:01/21/2023

  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.

  I registered for a certification with ISSA (international Sports Science Association) last year on the 20th of September.. My card was charged $45.54 dollars/month, and this was to run for 1 year. A month later, I wrote them to cancel the subscription payment as my priorities had changed ( I was registered in ************* and was running a phd application program). All through this I was jobless. They indicated that 'all sales are final seven (7) days after the date of purchase (the "Return Period") (certain products are final on the date of purchase. In other words, as of the 8th day following the date of purchase, the Company will not provide refunds or accept returns'. I then indicated that I do not want a refund of the money they already taken. I will take that at a loss, however, what I want is for the subscription to be permanently cancelled and payments stopped henceforth since I have not touched any module or written any tests. They vehemently refused and stopped replying my messages. They are currently still charging my account regardless and I am entering debts. I read this policy thoroughly and what they used is implied english. If the policy had clearly stated that cancellations are not allowed, I won't have signed up. Companies that don't offer flexible plans for refund especially for a service not used are a no go area for me. This is subscription prisonment. It is not by force. Currently I have been charged a total of $227.70 for a service that I have not used for 1 day. Till today the company has not helped or tried to resolve. My order number is #*******

  

  Business Response

  Date: 01/24/2023

  Dear ***************************** - After reviewing your case, we have decided to cancel your service as requested. As you mentioned, we do have a 7-day cancellation policy, so we are making an exception. Our goal is to help you become successful with your new certification. However, if that is not the direction you want to go, we will cancel as requested without refunding any amount already paid and without and further charges on your credit card. We wish you all the best in your future endeavors. Thanks!

  Customer Answer

  Date: 01/24/2023

  
  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,
  
  Mfoniso Eshiett
  
   
  

• Initial Complaint

  Date:12/25/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is totally SCAM company they are threatening last one year !!Once they get credit card then they keep charging through my credit card. They made an transaction on 28 Feb so I ask them to cancel my account but they denied and told you have to pay remaining amount then I contact to my bank and then they start dispute case with them this business' again charge on 28 mar so ask to my bank again after that my bank change my credit card and again this business put token into my bank ac and charge forcefully so bcz of that I am no longer have this bank account also whenever I ask ISSA to close my account then ISSA agent was so rude and told me you can not take back step you have to pay amount it does not matter if you are taking services or not I am not using their services last one year still they want me to ********** amount these people keep calling me and force me to ********** amount even after few days I have told them to close my account the agent DID NOT INFORM ME THAT YOU ARE IN CONTRACT OR AGGREEMENT since February i am trying to cancel but these people keep mailing me called me multiple time to pay *******USD and I have include my details below :Date of transaction : 28Jan 22 Hope you can resolve this issue because now it is so frustrating to deal with some kind of business' I am not even living in US and these people keep harassing me last one year.

  

  Business Response

  Date: 01/03/2023

  After listing to the enrollment calls, the enrollment advisor did explain several times that there was a 7-day cancellation policy. As a company, we have the right to hold ****************** to the cancellation policy as agreed. However, we have decided to cancel the courses and release ****************** from getting any further collection calls and/or charges. No refund will be provided for money previously paid. We hope this is satisfactory for ****************** and we wish her all the best.

  Customer Answer

  Date: 01/03/2023

  
  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:12/05/2022

  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.

  On 12/5/2022, this company billed me for something I had asked them to cancel weeks in advance. I never received any correspondence from them until I disputed the transaction, then the finally decided to contact me. They totally ignored all attempts to contact them within the timeframe allowed to cancel. There are numerous complaints about this on their ******** page.

  

  Business Response

  Date: 12/07/2022

  Findings:

  
  ***************************** purchased the Elite Bundle online on November 4th, 2022 and received ISSAs enrollment agreement (terms and conditions) via email the same day.

  
  - November 20th, 2022: ***** reached out via automated chat, stating his intention to cancel - I do not wish to be billed any further. However, it was already past the 7-day cancellation window. We checked for previous calls/emails from ***** requesting cancellation, but none were found during the eligibility period.  

  
  - Dec 5th, 2022: the ***************** Services team at ISSA successfully reached ***** by phone. He immediately became hostile and at the end of the call, he called the financial services representative a "bitch". On subsequent calls with financial services, ***** continued to use profanity, and aggressive and unprofessional language, stating several times, "go f*&#yourself".

  
  While we are happy to work with our students to resolve financial matters, we do not condone or allow abusive or hostile language towards our representatives. We have processed a refund for ***** and recommend he find another company to work with in the future as ISSA will tolerate this type of behavior.

• Initial Complaint

  Date:11/07/2022

  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 came down with Covid when I stopped making payments. With the financial hardship and life I was not able to complete the course. I called in the last 2 month and the representative said once a payment was made I would have 3-4 months to finish. I would like what I was told to be honored. You should be able to pull the call. I called from ************. I called and spoke to a supervisor today and was told the call could not be pulled

  

  Business Response

  Date: 11/14/2022

  Issue: ******** enrolled in ISSAs Nutrition course on October 7th, 2020. She did not complete her course and had a balance due. On October **************************** called in and spoke to our ***************** Services representative who gave her incorrect information, allowing her to believe that she still had the ability to complete the course in 4 months if she paid off her course. In subsequent phone calls, ******** was told the correct re-enrollment policy given her deadline date. ******** then filed a BBB complaint.
  

  Resolution: *************************, Manager, Student Success listened to the recorded call dated 10-22-2022, verifying that ******** was indeed given the incorrect information. Because of this, ISSA will honor the information provided. We are granting ******** access until March 8th, 2023, to successfully complete her Nutritionist exam, provided she acknowledges her understanding and agreement of the new deadline date and our re-enrollment policy, should she wish to proceed to the exam after March 8th, 2023.

  
  ***** emailed ******** this information on November 8th, 2022, and left her a voicemail the same day, detailing the contents of the email and requesting a phone call or email reply.
  ***** made follow up calls and left voice messages on November 9th, 2022, and November 14th, 2022. She has not received a response.