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:01/22/2025

  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.

  On 1/9/25 I purchased 2 courses for 640$. The senior advisor quoted 150$ for both classes books, quizes and exams. The tuition was paid for by ************************ and a memorial fund. When I went to purchase books, for the one course, the bookstore was going to charge me $****** for one book, the quizes and final exam plus shipping and tax. This one class far exceeded the 150$ quote for 2 classes.I contacted the senior advisor and requested $320 be returned so we can afford the book quizes and exam. He told me I purchased a buy one get one free and that the bookstore is a 3rd party and he has nothing do with that. I said you NEVER said the classes were buy one get one in either our email or texts. He said it's too long, I am not refunding anything. This was 10 days after the classes were purchased. Their policy is 7 days which I was not informed. He is willing to change classes to ones with no quizes but my son wanted the strength and conditioning certification. Also the senior advisor said the ISSA bookstore is run by a third party and he has nothing to do with their cost. I trusted him to give me an accurate quote for the printed material for both classes. We have very limited resources. The senior advisor is aware. In order to afford the ****** for the strength and conditioning printed material, we need the other class cancelled and return 320$. The senior advisor keeps saying we got a buy one get one free so there's nothing to return. But NEVER did he say this was the case. Instead he said he got the tuition down to 320$ a class. Also as a senior advisor I am shocked he does not know what the ISSA bookstore is charging. The prison ministry tried to contact administration, but has been unsuccessful. We HONESTLY did not know he was selling us a buy one get one free. I believe their returning 320 to the prison ministry is fair to ask. This is the only way we can afford the printed materials for the strength and conditioning class my son wanted

  

  Business Response

  Date: 01/24/2025

  Dear ******** (on behalf of ****** ***** *****),
  
  My name is ******* *****, and I am the Senior Manager of Student Support at ISSA.  Thank you for reaching out and sharing your concerns regarding the cost of printed materials and your recent enrollment. We sincerely apologize for any confusion or lack of clarity about the package purchased at enrollment and appreciate the opportunity to address this matter.
  
  Heres what we found:
  On January 9, 2025, you purchased two coursesStrength and Conditioning (***) and Tactical Conditioningfor $640 using a discounted bundle rate, which reduced each course to $320 from the original price of $799 per course.
  The Tactical Conditioning course was later exchanged for the Exercise Recovery Specialist (***) course at the same price of $320.
  
  Regarding the cost of materials, we replicated the bookstore purchase and reviewed the pricing for the *** and *** books, quizzes, and final exams. The total for both courses and materials, including shipping and taxes, came to $171.05. This closely aligns with the initial $150 estimate, with minor differences due to taxes and shipping.
  
  We regret any lack of clarity during enrollment about the bundle promotion and associated costs. While we cannot refund the $320 for the *** course due to our seven-day cancellation policy, we are committed to supporting you and ensuring your son has the resources he needs to succeed.
  
  To assist further, we are pleased to offer you a 25% discount coupon for your bookstore purchase (you can contact us for the discount code). We can also help confirm costs and ensure your bookstore order is set up properly before purchase.
  
  Please dont hesitate to contact us at **************************************** to discuss your next steps or if you have additional questions. We value your trust and are here to support you.
  
  Best Regards,
  
  ******* *****
  Senior Manager, ISSA Student Support

  Customer Answer

  Date: 01/28/2025

  
  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:01/16/2025

  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 was incorrectly sold over the phone that the course was an accredited course. This is false. The course itself is not accredited. The course leads to taking a proctored exam which is accredited. ISSA itself is completely online and not accredited. ISSA fools customers into believing their school is accredited by using words like, "nationally recognized" and by telling people over the phone that the course is accredited, which again, it is not. When calling support, they will continue to lie and tell you that the course is accredited by certain programs, of which when asked, they will not even know which. They will not allow you to speak to a manager when asked and will repeat that emailing them is your only option. The phone lines will incorrectly tell you a number in line you are, of which will never shrink, just to resort to asking you to leave a voicemail. This company is completely shady and should have zero influence in hurting people by sucking money and time from them by selling information that is all readily available online, for free.

  

  Business Response

  Date: 01/22/2025

  Hello *****,
  
  My name is ******* *****, and I am the Senior Manager of Student Support at ISSA. Thank you for bringing your concerns to our attention.
  
  We apologize for any confusion or frustration caused by the information provided regarding accreditation and the challenges you experienced with Support. We take feedback like yours seriously and strive for transparency in all aspects of our programs.
  
  To clarify, neither ISSA nor its competitors are directly accredited organizations. The ******************************************* (****), the top accrediting body in Personal Training and Fitness, accredits certifications, not institutions. Through our subsidiary, the ************************************************ (NCCPT), students can take the ****-accredited Certified Personal Trainer (CPT) exam. A voucher for this closed-book, proctored exam is included with the ISSA Certified Personal Training course or can be purchased separately, and meets the industrys highest standards.
  
  We acknowledge that our team could have communicated this distinction more clearly. We are taking steps to ensure better clarity during enrollment.  Regarding your support concerns, we regret that your experience fell short of our standards. We are reviewing our phone system and response protocols to address any issues and improve service.
  
  We have reached out to you directly via email with a proposed resolution to address your concerns. If you have further questions or need assistance, please contact us at ************************************************************************.
  
  Thank you for your feedback and for allowing us to improve.
  
  With Regards,
  
  ******* *****
  Senior Manager, Student Support

  Customer Answer

  Date: 01/22/2025

  I have not received am email from ISSA as they detailed would happen. No such help has been offered and I am certain they only responded in recourse to hearing from the BBB, in that their help lines bounce people between departments, and nobody from the company has since reached out to my emails, sent before I wrote to the BBB. My issue is not resolved.

  

  Business Response

  Date: 01/23/2025

  *****,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize again for the frustration and confusion you've experienced. We strive to provide clear and timely communication, and we regret that our initial email on January 20, 2025, did not reach you as intended.
  
  Our records indicate that the email was re-sent on January 22, 2025, and were pleased to see that you received and accepted the proposed resolution. Were glad to have resolved this matter to your satisfaction.
  
  Should you have any further questions or need additional assistance, please feel free to reach out to us at ***************************************** Thank you again for your patience and for giving us the opportunity to assist you.
  
  Sincerely,
  
  ******* *****
  Senior Manager, ISSA Student Support

• Initial Complaint

  Date:01/14/2025

  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.

  Purchased a one-month extension on an existing program after not being able to complete due to health issues, and the extension gave me 3 days- not 1 month which is what was stated by the company and on the receipt.

  

  Business Response

  Date: 01/15/2025

  Hello *******,
  
  My name is ******* *****, and I am the Senior Manager of Student Support at ISSA.  Thank you for sharing your concerns and giving us the opportunity to address this matter.
  
  Upon reviewing your account, I see that you spoke with one of our Support representatives yesterday (1/14/2025), and they granted a one month extension to your courses, providing you additional time at no charge. Your new course completion deadline is 2/17/2025, which reflects the extended period agreed upon during your conversation.
  
  If you have any further questions or need additional support, please dont hesitate to reach out to us directly at ***************************************** Were here to help and want to ensure your experience meets your expectations.
  
  Thank you for being part of the ISSA community.
  
  
  Best regards,
  
  ******* *****
  Senior Manager, Student Support

• Initial Complaint

  Date:01/07/2025

  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 sent a request for information and after many many months of multiple calls daily by representatives from this company, I agreed to sign up for a $1 discounted membership. After a month of no use, I contacted to pay my bill and to cancel the membership. They have told me that if I pay my bill that I am able to email student support for cancellation. Then, they do not provide information about cancelation rather commentary about a 7 day all sales final. I lost my job and have told them that I cannot afford the cost and to speak with a manager where the manager proceeded to gaslight and patronize me when trying to discuss cancellation. I repeatedly let them know that I will pay the final ***** fee but I will not be able to afford nor will I be responsible for the remaining course payments as I cannot make the time to complete the program nor can I make the payments. This is a predatory company actively participating in predatory financial practices. Id like to discontinue my membership without having to involve attorneys. ID LIKE MY MEMBERSHIP TO BE CANCELLED WITH NO ADDITIONAL FINANCIAL RESPONSIBILITIES TO THIS SCAM

  

  Business Response

  Date: 01/14/2025

  Hello *******,
  
  My name is ******* *****, and I am the Senior Manager of Student Support at ISSA.
  
  Thank you for reaching out and sharing your concerns. We take all student feedback seriously and are committed to addressing issues with transparency and fairness.
  
  After reviewing your account and correspondence, we confirmed that you willingly enrolled in our program, agreeing to the terms and conditions that included scheduled monthly payments of $90.73 and a seven-day cancellation policy. These terms were shared during your enrollment call and emailed to you afterward to ensure clarity.
  
  That said, we understand that personal circumstances can change unexpectedly, and we want to offer support where possible. Although your cancellation request fell outside the policy window, we have decided to honor your request to cancel your courses and all future payments.
  
  We hope this resolution provides the relief you were seeking. If you have any additional questions or need further assistance,please dont hesitate to reach out to us at ************************************************************************.
  
  Best regards,
  
  ******* *****
  Senior Manager, Student Support
  ISSA

• Initial Complaint

  Date:01/06/2025

  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 signed up for this course in August and was uninformed that I only had 7 days to cancel. I have not used their services and after finding out that these courses arent even accepted as accredited certification for jobs in my area (which is advertised profusely) I tried to call to tell them I wanted to make a cancellation of my courses. Upon calling they said they would not give me any refunds, as it was past 7 days, however I was not looking for a refund. I wish to not be charged for these courses. My income is limited and Its not right to force me to pay for these courses when they are no longer accepted. I have to dispute this charge with my bank monthly because nobody it ISSA is willing to help me with the cancellation of these courses.

  

  Business Response

  Date: 01/07/2025

  Hello ********,
  
  My name is ******* *****, and I am the Senior Manager of Student Support at ISSA.  Thank you for sharing your feedback about your experience.
  
  After reviewing your account, I see you enrolled on 8/26/2024 and first contacted us on 10/11/2024 to request a cancellation. At that time, our team explained that the request could not be approved, as it fell outside the cancellation window. Per our Terms and Conditions, which are emailed to you upon enrollment, cancellations are permitted within seven days of purchase, provided the final exams have not been completed. You can review the full policy here: ***************************************************************************.
  
  While employer requirements may vary, ISSA certifications are widely accepted and often preferred by gyms and health clubs both domestically and internationally. Additionally, your purchase included access to an NCCA-accredited examination, which may fulfill the requirements of specific employers in your area.  We also offer a Recruitment tool in your student portal (*******************************************************************************) that if opted into, can prove helpful in connecting with potential employers.
  
  I understand this may not be the outcome you were hoping for, but we must uphold our cancellation policy to remain consistent and fair to all students. However, I see that our ************************** team has reached out to assist you with payment arrangements. For further support, you can contact them at ************** (option 2) or email ************************************************** They are available Monday through Friday, 6:00 AM to 5:00 PM (MST).
  
  Thank you again for bringing this to our attention. Please let us know if theres anything else we can assist you with.
  
  Best regards,
  
  ******* *****
  Senior Manager, Student Support
  ISSA

• Initial Complaint

  Date:12/11/2024

  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 signed up for an ACCREDITED Group Fitness Instructor certification. I was due to take the exam in February 2025. I just discovered that the certification is no longer accredited. This is a huge deal, because most gyms will not recognize non-accredited certifications. ISSA did NOT contact me to let me know that my certification was no longer credentialed. In the meantime, ISSA has been extracting money from my bank account for a certification I did NOT sign up. This is pure fraud.

  

  Business Response

  Date: 12/17/2024

  Dear *****,
  
  My name is ******* *****, Senior Manager of Student Support at ISSA. Thank you for sharing your concernswe take all feedback seriously and strive to resolve issues thoroughly.
  
  Im truly sorry to hear about your frustration regarding the discontinuation of the ****-accredited exam option for the Group Exercise course in August 2024. While we made multiple attempts to notify affected students, we recognize that some communications may not have reached everyone due to spam filters or unsubscribing preferences. We sincerely apologize for any inconvenience this caused.
  
  To clarify, you purchased the Group Exercise Bundle, which included ISSAs Group Exercise Certification Course and the ***** NCCA-accredited exam. As noted on our website, the course itself is not ****-accredited, but the bundle provided access to the accredited exam at the time for free. This change impacted only the ***** exam eligibility, not the course content or pricing.
  
  While we cannot reinstate the accredited exam, we want to make this right for you. We will provide a full refund of all payments and allow you to retain access to the ISSA Group Exercise Certification Course at no cost. This will allow you to continue preparing for an NCCA-accredited exam as you initially intended.
  
  If you need support with your coursework or have additional questions, please reach out to us at ***************************************** Were here to help and sincerely apologize for the frustration this situation has caused.
  
  Thank you for giving us the opportunity to address your concerns.
  
  Sincerely,
  
  ******* *****
  Senior Manager, ISSA Student Support

  Customer Answer

  Date: 12/20/2024

  
  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:12/02/2024

  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 filled out the information about going to this online school for personal training. When I called to cancel I got the run around. I never attended the school or used the material they started charging me. I did not read the terms and conditions. I tried cancelling they wont let me cancel. They are trying to charge me $1000 just because they have my information. This school is a SCAM. Im filing a report with the *** to have them investigated for their foul practices.

  

  Business Response

  Date: 12/05/2024

  Hello Hadraniel,

  
  My name is ******* *****, and I am the Senior Manager of Student Success with the ISSA. Thank you for bringing this matter to our attention. We take all complaints seriously and aim to resolve them thoroughly and fairly.
  After a detailed review of your account, we could not find verifiable proof of your attempts to contact us or cancel your purchase within the 7-day cancellation window. However, we are committed to making this right for you.
  
  Heres what we can do:
  
  1.  We will process your request to cancel your course(s) and waive any future payments.
  2.  We are willing to refund the $149.72 already collected. However, since a dispute was filed with your bank for the 12/1 payment of $74.36 and those funds have been temporarily credited to your account, we cannot issue the refund until the bank resolves the dispute.
  
  Typically, banks take about 35 days to reach a final decision. If the dispute is resolved and the funds are released, we can proceed with the full refund of $149.72.
  
  I apologize for any inconvenience this situation has caused and appreciate your patience as we work towards a resolution. Please feel free to reach out with any further questions or concerns.
  
  Best regards,
  
  ******* *****
  Senior Manager, Student Success

• Initial Complaint

  Date:10/29/2024

  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 am dissatisfied with the service that ISSA has given me. EVERYONE WANT TO TRANSFER ME TO STUDENT SUPPORT SERVICE, BUT I HAVE BEEN ABLE TO RESOLVE ANY ISSUES FROM THE BEGINNING!!! I was told in an email that they are no longer taking phone calls, yet I am still being transferred to student support services!!!After signing up for the program, I decided that I wanted to cancel due to other obligations; however, I called my new course advisor and left several messages as he suggested if I had any issues. Either he didn't answer or I was being constantly transferred to him with no answer, I assumed he would called me back after leaving a few messages and never did. When I finally reached someone, if was after the deadline to withdraw. Since then, I have been unable to contact student support services for any of the courses needs concerning any issues, but I am able to contact financial services for any payments. Financial services would suggest that I call them, but I would stay on hold and then the call would disconnect. Each time I called, the call would disconnect and place me further in the cue. I called financial services back again and a representative suggested that I send an email and place "escalation- I am requesting a call back" in the subject line and someone will contact me. No one has yet.I enrolled in the course of January 2024 and three extensions were taken from me after 3 months (March 2024) which left me with one extension. No course extension was needed, ONLY payment arrangements. The policy states: "...If you fail to complete the program requirements within 6 months, you may request a 1-month extension, for a non-refundable fee. If you fail to complete the requirements during your first extension period, you may request up to 3 more 1 month extensions for a non-refundable fee for each 1 month extension." ISSA didn't call me, gave me an extension on Oct 24, 2024 only to expire on Oct 24, 2024 with ONLY 1 extension left.

  

  Business Response

  Date: 11/04/2024

  Hello ********,
  
  My name is ******* *****, and I am the Senior Manager of Support for ISSA. Thank you for your valuable feedback, and I'm sorry to hear that you felt like you were unable to get in touch with our team in the way you expected.   We take all complaints and feedback seriously and investigate each one thoroughly.
  
  Ive reviewed your account records, and I see that you enrolled on 1/24/2024. On 3/26/24, you called in and spoke with a few different team members from our ************************** and Support teams,and it looks as though they informed you that you were unable to cancel your courses as you werent eligible at that time, but offered information regarding course extensions and alternate payment plan options. I see that you reached back out via email in late October and were in contact with one of our Team Leads,and they explained our extension policy for both core and specializationcourses, and added additional time to each of your courses for no fee.
  
  All of that said, Im sorry (again) that you feel that you werent able to get in contact with us in the way you expected.  While we do still offer phone support, the most effective and quickest means of reaching us is via email.  But we would like to make things right and allow you to continue in your courses and earn your certificate(s) as originally intended.  So, we have added three complimentary months of additional time to each of your courses, which extends your time to 1/24/2025 to complete the courses.  If you need additional time to complete beyond this date, you can still purchase three more months for the specialization courses, and one additional month for the *** course in your student portal (if needed). We hope you will find this outcome to be satisfactory, and please feel free to contact us at **************************************** if there is anything further we can do to assist you.
  
  Best,
  
  ******* *****
  ISSA Sr. ******* Student Support

• Initial Complaint

  Date:10/28/2024

  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 for the nutrition coach course. I completed the course work and quizzes, I was nearly done with my final exam. It was more than halfway completed. The next time I logged in to finish my final exam my exam progress and course progress was erased. When I called to find out what the problem was they informed me that it was due to an update to their system. In the end they could not reinstate my progress and offered me a two month extension. I told them this was unacceptable and requested a refund. They told me if I wanted a refund it would have to have been requested within the first 7 days. I do not think I should have to redo my coursework, quizzes, and final exam. I want a full refund since my all progress was erased by no fault of my own their only solution for me was to redo my work with a complimentary month extension.

  

  Business Response

  Date: 10/30/2024

  Hello *****,
  
  My name is ******* *****, and I am the Sr. ******* of Support at ISSA. Thank you for sharing your honest feedback and concernswe take all complaints seriously and investigate each one thoroughly.
  
  I'm sorry to hear your experience hasnt met your expectations.  We understand and can fully appreciate your frustration regarding the migration to the new learning management system (Brightspace) late last year (2023).  We realize that it led to various unintended and at times, less than ideal outcomes, such as your losing progress in the Nutritionist exam.  That said, a number of emails/communications were sent out to students prior to the migration, to notify of the impending transition in hopes of avoiding similar issues.  Regardless,we do apologize for the negative impact it had on your course/exam progress and for the frustration it caused you.  (Please note that the course content remained the same in the migration and your quiz progress was transferred over to the new platformonly the examination was updated to fully multiple choice, which is why your exam progress was lost.)
  
  While I cannot honor your request for a refund, as you were well past the cancellation/refund period when the migration occurred, I would like to try to make things right and allow you to complete your course as you initially intended.  To that end, we have extended your Nutrition course expiration date to 12/23/2024 for no additional fee, so that you can continue in your course/examination and earn your certification.  If you need any support in finishing your remaining coursework and/or there is anything else we can do to assist you moving forward, please feel free to reach out to ************************************************************************ and we'll be more than happy to help you to complete your course/exam and earn your certification.
  
  Best,
  
  ******* *****
  Sr. *******, Student Support

• Initial Complaint

  Date:10/17/2024

  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.

  Signed up to take a personal training course at this company in the states International Sports Sciences Association. Didn't cancel before 7 day mark to get my money back, because everything started to get really bad after the 7 day drop out deadline to get money back. Was going through separation because my ex is verbally abusive towards my kids and I. My daughter has ******************************, ADHD and borderline Austim My son has ****************************** I have ****************************** My daughter was being verbally and physically abusive towards me and I and then she said something and I had to report it to the ********* between the verbal, and physical and what my daughter said I couldn't complete the personal training course through the International Sports Sciences Association I could not complete the course. I read about one page. I am on CPP Disability because of fibromyilga and hyperthyroidism, and a single parent, with one income. I want my money back thanks ****** ****** *****

  

  Business Response

  Date: 10/23/2024

  Hello Hayley,

  Thank you for reaching out and for providing us with added feedback and context regarding your situation.  Firstly, Id like to express my sincere condolences regarding the issues youve been facing since your enrollmentI genuinely hope things are improving for you.
  
  When I review your account, I see that you enrolled on 7/10/23 and first reached out on 8/23/24 to cancel and request a ********* that time, our staff let you know that we could not honor the request,because it came outside the standard cancellation window. Per the Terms and Conditions all students agree to when signing up, cancellations are permitted within seven days of purchase (as long as the final exams have not been completed).
  
  You can see the full policy here: ***************************************************************************
  
  I realize and certainly appreciate that your circumstances are not ideal, but we must hold to our cancellation/refund policy to maintain integrity with the decisions that have been made for other students in similar situations. With that said, I see that our ************************** team has reached out to try and work with you on your payments. Please contact ************************** at ************** (option 2) or email ********************************************************************************* for further assistance on this matter. They are generally available Monday through Friday from 6am to 5pm (MST).  If you are able to work with our SFS team on addressing the remainder of the balance due, we will be happy to add additional time to both of your courses for no additional fee(s), so that you are able to continue in and complete the courses.
  
  Best,
  
  ******* *****
  ISSA Sr. ****** of Support

  Customer Answer

  Date: 10/31/2024

   

  This is not settled the company has not given my money back, and they won't do anything about it

   

  

  Business Response

  Date: 11/06/2024

  Hello Hayley,
  
  As noted in our previous response, while we certainly understand and appreciate your difficult situation, our Terms and Conditions do outline that cancellations are permitted within seven days of purchase.  So, given that you enrolled on 7/10/2023 and first contacted us to cancel/request a refund on 8/23/24, unfortunately, we are not able to honor your request for cancellation/refund.
  
  That said, if you are willing to contact our ****************** Team to further discuss your options (phone: ************** (option 2) or email: *************************************************** we are more than willing to work with you on adding additional time to your courses (for no added fee), so that you can complete the courses and earn your certificates as originally intended.
  
  Best,
  
  ******* *****
  ISSA Sr. ****** of Support