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:10/08/2024

  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 register for a yoga training program with ISSA with an advertise to get a $200 discount per program I register for 2 programs, In the website that you have 7 day trial I call before triel was over, it was to much studing for me at that point having the two programs at the same time SO I change it to become only one that was the yoga training with the discount of the time I was registering $200 the price was under $900 total Then I get the payment plan for 12 payments of $***** I call and I told them that they make a mistake that they forgot to give me the $200 promotional discount. SO the lady explaint that it was my fault because I change everything online and the system give me that and that was my new payment plan and that is what i have to pay I did complaint back then but I keep paying and I did toke the class Then I get to pay it was discount my first payment and it was $199 in September ******* I called they told me that ISSA will give me a credit for one month.October 10, 2023 ISSA charge again $***** Then in November I put a hold in my account and didn't make any payments. I did call them to let them know that they forgot to give me the credit. I spoke to a male he told me that he is going to fix it and my next payment was in december 9, 2023 for *****, then the next payment was in Jan 09, 2024, Feb 9 2024, March 9 2024, April 9, 2024, May 9 2024, Hun 10 2024, July 9 2024, and August 9, 2024. All of this payments were made for the amount of $***** - so the total payments were 11 payments (one $199.00 which is more than double payment) One issue that I have is that ISSA wants to take more payments because they keep saying that I make 11 payments and not 12, keep explaining that one it was more than a doble payment and they still saying that I have to make more payments Second thing The calss was a yoga trainig I did my training never got any certification or proof that I did my training

  

  Business Response

  Date: 10/10/2024

  Hello Georgina,
  
  My name is Cameron Baker, and I am the Sr. Manager of Support
  at ISSA.  Thank you for sharing your
  feedback and concerns, and I would like to assist however possible. 
  After review of your account, it looks like there may have
  been some confusion due to the downgrading of your initial enrollment (Master bundle
  package on 9/9/23) to only the Yoga200 and CPR/AED courses (on 9/14/23).  As a result of that downgrade, the price of
  your remaining payments was adjusted (on 9/26/23) and the initial down payment
  was applied to the total balance of the new price of the downgraded
  package.  There does look to be one
  remaining payment due to finalize your payment schedule.
  
  Please note that you should have received a detailed invoice
  the day of enrollment via email, that included all payment dates and cost per
  payment.  You should have also received
  an updated invoice one the downgrade to Yoga and CPR/AED was complete with the
  new payments and dates.  
  
  We understand that there may have been some confusion or
  frustration in previous conversations with our Student Financial Services team,
  but I would encourage you reach out to that team again (either via phone (800) 892-4772
  option 2, or via email [email protected]), as they have the tools
  and authority to address your concerns about your final payment and can provide
  any additional information you may need.
  Regarding your Yoga200 certificate, according to our
  records, you have completed all of the course quizzes but have not yet
  completed the final examination.  We are
  not able to release your certificate until you have successfully completed the
  final exam.  If you have any questions or
  need any assistance in completing your course/exam, please contact our Support
  team at [email protected] for
  more information.
  
  Best,
  
  Cameron Baker
  Sr. Manager, Student Support

• Initial Complaint

  Date:10/05/2024

  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.

  Terrible experience. first the sales person basically never informed me about course details, he was only responding till he got my money, then he went silent. No one explained about course details and that one of the courses is not even by ISSA but by another association and I needed to use a different learning platform. He also told me everything is only theory and all online and it is an international course. That was not true. The life coach cert needed me to submit a video. And all contents within ISSA is only USA standard focused but NOT international at all. They claim you need to "renew " the certificate. That is just money making in my opinion because THEIR data is not even updated. They use course materials from **************************** 2008. All data has changed by now in the health and science world. Information and study materials seems super outdated. The worst": It has error, missing information, the whole row where Cancer is supposed to explained missing, some study units don't even load, you will find errors and typos etc. Totally not professional and trustworthy at all in my opinion. Very sad case for the industry and young talents that actually tried to gather all the money to passionately learn more about sport coaching and expecting a real supportive enviroment. This feels like someone created a course decades ago and still tries to make money out of it, without feeling responsible for the outcome. The more I am studying the course the more disappointed I get.

  

  Business Response

  Date: 10/11/2024

  Hello Jaana,
  My name is Cameron Baker, and I am the Sr. Manager of Support at ISSA.  Thank you for sharing your feedback and concerns…I'm sorry to hear your experience hasn’t met your expectations. 
  We are proud to partner with a third party organization (Train.Fitness) for a select group of courses, including the Life Coaching course referenced, though we can understand and appreciate the confusion of this course’s requirements being slightly different than that of the ISSA courses.  All of the ISSA and partner courses are intended to reach a vast and international audience, and we strive to ensure that the information provided in each course can be used functionally and practically, regardless of location or demographic.  Each of our courses are regularly reviewed and updated to ensure accurate and relevant information, and our Content team is constantly monitoring all course materials for errors and necessary updates.  That said, if you see errors or typos in any of the courses, please feel free to note them via email at [email protected] and we will certainly look into those further.

  Lastly, renewal of your certificate(s) every two years is an industry-wide requirement and requires the submission of CEUs to ensure that all fitness professionals are staying current in their knowledge.  If you have any questions or need any assistance in your future renewal(s), please feel free to contact us at [email protected] and we will be happy to assist you however we can.
  I'm very sorry again that your experience did not meet your expectations, but I cannot honor your request for a refund, as you have already successfully completed two courses included in the bundle purchased.  But 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 [email protected] and we'll be more than happy to help.
  
  Best,
  Cameron Baker
  Sr. Manager, Student Support

• Initial Complaint

  Date:09/24/2024

  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.

  When I signed up with issa it was only because a recruiter called me and convinced me it was time for me to pay for classes now and do the classes when I have time to do them. At the time I was 6 months pregnant and I told the man on the phone which was recorded line so maybe you still have a record of this I told him that I would not be able to do any classes until after my baby was 6 months old as I needed all that time dedicated to work and her development. He assured me that I could pay for classes now while I was working and do the classes after a year. This was not true. I have paid $2,000 so far and I have been told that my classes expired and I do not qualify for the four-month extension! I am in shock that I paid so much money towards schooling and then was not able to do the schooling. I have talked to multiple people on the phone about this trying to resolve this issue. I have emailed as well with no response from the company. It seems the only way that I will be able to get my money back or be able to do the classes is if I sue the company. I have asked how to go about doing this what address and name what I even put down on my lawsuits and no one ever gives me a proper answer. Since I am unable to do the classes I would like a full refund.I'm a single mom with two kids no child support living off of food stamps and I do not need a dishonest company taking advantage of me. Becoming a personal trainer has been on my bucket list for over 10 years now which is the only reason why I decided to pay for this when the recruiter assured me I could do the classes at a later date. He said NOTHING about deadlines. I feel I have been cheated. Please make this right.Give me back my money- and if you want to make me extra happy- let me take the personal trainer course for free- as a peace offering. The personal trainer course was the only one I wanted. The other ten or so courses were just the "package" the recruiter pushed on me.

  

  Business Response

  Date: 10/01/2024

  Hello Eska,

  Thank you for reaching out about this concern. My name is ****** ******** and I am the Director of Support at ISSA, and I'm confident that we can come to a reasonable resolution that still allows you to check this off your bucket list.
  

  In reviewing your account, I see that you enrolled in our Master Trainer program on 10/16/2023 and have paid $1693.62 of the $2048 owed. We did review the Enrollment call, but did not hear the details you listed in your complaint. Additionally, we did not find any evidence of purposeful exclusion of information of lack of transparency.

  Because of this, I cannot approve your request for a refund, but I would still like to help you reach the goals that brought you to ISSA. I am willing to extend your courses for 6 months to allow you to complete them, even though the deadline has passed. Please be aware that course access can be suspended for non-payment, but I don't want you to miss out on the chance to finish because of the original deadlines.

  Please let me know if this is an acceptable outcome for you. Once I hear back, I can get your courses extended and we can get you back on track.

  Best,

  ****** ********
  

• Initial Complaint

  Date:09/16/2024

  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 led to believe I was only going to be paying ~$50 a month for ISSA classes. I was shocked when I saw the bill for over $200 a month. I thought I had made it clear to the recruiter I could not pay more than ~$50 a month, otherwise I would not able to move forward with the program to get my personal trainer certifications. Now, sadly, I know it's past the refund and cancelation period, however I did not realize this error until a few days ago, and did my best to correct it before the money was taken out of my account automatically, which has set me back egregiously, and only have a few dollars to food to last me until payday next week.

  

  Business Response

  Date: 09/25/2024

  Hello ******,

  My name is ****** ********, and I am the Director of Support at ISSA.

  I'm sorry to hear about your experience. I reviewed your enrollment call, and found that the *** who enrolled you explained that it would be $49 to begin, then sent an invoice showing what the monthly payments would be after that. I  see that you reached out to Support on 9/12/24 and one of our Support Coaches offered an option to lower your payments, but I don't see a response. Please reach back out to us at **************************************** to continue that conversation so we can review all of our options to help solve this issue for you.

  Best,

  ****** ********
  

• Initial Complaint

  Date:09/10/2024

  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 got a call on July 27 2024 about trying out their program so they gave a 7 day trial priced at 1 dollar. They said if you cancel within the 7 day you wont be charged and the person handling my account said they would follow up on the 6th day. I called to cancel and i was on hold for an hour. Then they said they couldnt get a hold of anyone and that they would handle it. A few days went by and my card was charged $49 if im not mistaken. I called back was on hold a long time again and they said to email them and it would get cancelled. I emailed them and they responded back again with call. I called and again the person transferred me and i was on hold for an hour and then the phone hung up. I called back and spoke with a sales *** and he said he would handle it and have it escalated. I called 2 weeks later Aug 26th 2024 and still nothing was done. A person said they created another ticket and now I am here writing you. On every call they said they see that I cancelled Aug 2nd 2024 with the 7 day free trial and that no one can do anything about it. I need my money back and for them to cancel my account and to give me a couurtesy of ***** for all of this trouble or I am taking this to court and demanding more.

  

  Business Response

  Date: 09/25/2024

  Hello Zahara,

  My name is ****** ********, and I am the Director of Support at ISSA. I'm sorry to hear that you experience did not meet your expectations; to be clear, it doesn't meet ours either. I see that on 9/17/24, a refund was initiated, and I would ask that you email us at **************************************** if you don't see that refund in your account by the start of next week.

  Again, I apologize for your experience, and I appreciate you raising this issue.

  Best,

  ****** ********
  

  Customer Answer

  Date: 10/09/2024

   Hi I need my complaint opened because they still have not provided me with a refund and now I am asking for additional compensation because its putting me in a hardship from buying food. This has been really hard on me and I have asked them for months to refund the money. I need a compensation or I will be taking this to court. I also asked them to remove my card off file and though they seen I had cancelled, they chose not to. I really need that money right now and they wont send it back to me so now I am requesting $500 for each month and the pain and suffering 

  

  Business Response

  Date: 10/25/2024

  Hello Zahara,

  
  My name is ******* *****, and I am the Sr. ******* of Support at ISSA. I'm sorry to hear that you have yet to receive your refund and that it has put you in any hardship. Upon review of your account, I see that on 9/17/24, a refund (of $107.91)was initiated and approved, but I have reached out directly to our accounting department to inquire on the status of that refund and to push it through if necessary.

  
  Unfortunately, we are unable to offer any additional compensation beyond the standard refund of money collected.

  
  Again,I certainly apologize for your experience and for any hardships you've experienced, and I appreciate you following up with us.

  
  Best,
  
  ******* *****
  ISSA Sr. ****** of Support

• Initial Complaint

  Date:09/04/2024

  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.

  We started an online class on May 2nd with the business and within their 7-day cancellation period we called and canceled. They told us they would cancel the class so we thought there would be no further problems. We received another call in June requesting payment for the class. We started that the class should be canceled and they said okay. Now it is September and we were charged for the class and are requesting a refund but they are refusing and wont cancel the class now either. We have spoken to them multiple times and multiple people. They have stated without proof of a call because they have none thwy wont be able to cancel it and we cant get a refund so we will keep getting charged for a class that hasnt been looked at since May.

  

  Business Response

  Date: 09/25/2024

  Hello *******,

  My name is ****** ******** and I'm the Director of Support. I attempted to review your account, but I'm not able to find anything associated with your name, email, or phone number. Is there any additional contact information you can share that might help me look into your account?
  
  Best,

  ****** ********
  

• Initial Complaint

  Date:09/03/2024

  Type:Delivery 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 paid for a service every month, and I have not received the full service. I bought a personal trainer package and I have not received my certificate. I continuously pay for it and have contacted them about when I would get my certificate and nothing gets returned. For example I made a $122 payment last month for my certificate and I have still not received it.

  

  Business Response

  Date: 09/25/2024

  Hello Cayden,

  Thank you for reaching out about this. My name is ****** ********, and I am the Director of Support for ISSA.

  In your complaint, you cite that you have not yet received your certificate. When I looked at your account, I see that the certificate requirements have not been met. I've included the certificate requirements below:

  Certificate Requirements:
  -Passing grade on final exam
  -Proof of valid CPR/AED certification submitted
  -1/12 of payments satisfied
  
  It appears what's missing from your account is CPR. You can log into your account and upload that here: ****************************************************************************
  
  Once that is done, Digital Certificates are usually available to download within 24 hours of satisfaction of certificate requirement.
  
  If you have any trouble with this, please reach out to **************************************** and we'll be happy to help!

  Best,

  ****** ********
  

  Customer Answer

  Date: 09/25/2024

  
  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,
  
  Cayden ******
  
   
  

• Initial Complaint

  Date:09/03/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ISSA had a promotion going in April 2024, where I was able to sign up for $100. The payment was collected via Cash app. I was called today (9/3/2024), my first time receiving a phone call from them. The representative, was adamant that I signed a binding contract owing over $600, over the accumulation of 6+ months. I was completely unaware that I signed any contract. He stated that I have a digital signature binding me no matter what. When I asked about the contractual agreement and the fact that I have never accessed my online account in any way, he explained that I "cannot sue, or get out of the contract". He then proceeded to argue with me over the phone. I have never experienced such unprofessional treatment. This company does business via "Cash App", and does not mail any contractual agreement to your home of record. They did not require a wet signature for any agreement. Due to lack of empathy and poor business practices I do not feel as though these people should legally continue charging me and calling to harass me. I would greeting appreciate some assistance in mediation, thank you in advance!

  

  Business Response

  Date: 09/25/2024

  Hello ******,

  My name is ****** ******** and I'm the Director of Support. In reviewing your account, I see that you enrolled in 4 courses on March 16, 2024. At that time, you received the Terms and Conditions of your Enrollment Agreement via email, attached to your receipt. Your only payment on record is $49, and no additional payments have been made since then. I see that your ****************** emailed you on April 8, 2024 to talk about starting your course, and you responded that you planned to soon. On August 3, 2024, I see a member of our ************************** team reached out to you about your past due balance, where you asked to cancel, and the *** Representative explained the cancellation policy to you.
  
  All students agree to the Terms and Conditions upon enrollment, and in those Terms, the cancellation policy is noted. Here is a link to our Terms and Conditions explaining this policy in detail: ***************************************************************************. Please note: Terms and Conditions are automatically sent to all students upon enrollment.
  
  I realize this is not the answer you were hoping for, but because of this, I am unable to honor your request at this time.
  
  Best,

  ****** ********
  

• Initial Complaint

  Date:08/28/2024

  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 suggested to go through H3333303831****3530H so I can be certified as a personal trainer. The way it was phrased was confusing to me and I found out after the fact it was more like a student program, I did not want to be a student. I am there to study for being a personal trainer but I wasn&#**;t into being a student. I have been trying to talk with them and it has been over a month since the start of this, leaving me in the dark. Since it is coming near the end of the month, I would be charged soon. I have not partaken any part of the certification since it was to my displeasure. I want to get out of the cert. They were not clear on how the certification would work.

  

  Business Response

  Date: 09/25/2024

  Hello *******,

  My name is ****** ********, and I am the Director of Support for ISSA.

  As noted in the other BBB complaint response, I do see evidence of communication between you and ISSA to address any concerns you have raised, so I'm not able to confirm that we have been non-responsive. To further investigate your issue, we reviewed the enrollment call you had prior to signing up, and we have determined that our course was adequately represented prior to enrollment.

  If you need support in finishing your coursework, please feel free to reach out to **************************************** and we'll be happy to help.

  Best,

  ****** ********
  

• Initial Complaint

  Date:08/16/2024

  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 HAVE TRIED TO CANCEL MY MEMBERSHIP ON MULTIPLE OCCASIONS FOR 7 DAYS STRAIGHT WITH THIS BUSINESS, I COULD NOT GET A RESPONSE FROM THIS BUSINESS AND NOW THEY ARE STATING I CANNOT CANCEL, BECAUSE I AM PASSED THE 7 DAY CANCELLATION POLICY. I DO NOT AGREE WITH THIS BECAUSE I HAVE MADE SEVERAL ATTEMPTS TO DO SO, BUT I COULD NOT GET A HOLD OF ANYONE AT THIS LOCATION. WHICH NOW MAKES LIABLE FOR $300 FOR THIS MEMBERSHIP THAT I WILL NOT USE.

  

  Business Response

  Date: 09/25/2024

  Hello ****,

  My name is ****** ********, and I am the Director of Support for ISSA.

  I'm sorry to hear that you felt like you were unable to get in touch with our team in the way you expected. When I pulled your account records, I see that you enrolled on 7/30/2024. On 8/9/24, you called in and spoke with two different team members from our ************************** team, and they directed you to email support on both occasions. I see that you did email and call support on that day, and our Support Coach explained the cancellation policy via email and over the phone. During the week of 8/10/2024, I see that you called in to a few different departments to request to cancel, and you were directed to Support again. As a courtesy, your enrollment call was reviewed by a manager from Support to ensure you received all the information you needed before you enrolled. On 8/16/24, we let you know that upon that call review, we did find that all information was disclosed to you on 7/30/2024 via the Terms and Conditions. I see another communication on 9/1/2024 where you emailed support asking again to cancel, and the team responded denying your request, citing the cancellation policy.

  To address your stated issue: I do see several attempts to cancel, but they were all outside of our cancellation window. Our records indicate that you were able to get in touch with and receive responses from several departments over a few weeks, and the information we provided about this policy was accurate. Because of this, I cannot honor your request to cancel your account.

  Best,

  ****** ********