Complaints

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

• Initial Complaint

  Date:08/16/2024

  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.

  Enrolled in wrong course in error and asked if i can be switched to the correct one,i got similar response i am reading in other complaints file,the company always responds with same dialog to all complaints which is sorry we have a 7 day refund policy and you are already beyond 7 days already.I thought i was signing up for a personal trainer course directed toward being a personal trainer specifically online only or offering service via a ********** took approximately 3 weeks to realize this course is not teaching anything related to personal training and only talking about selling and marketing and most of the information being presented is actually freely available on you-tube and the internet so nothing being provide of value and after even complete this course you do not qualify as a person trainer.I typically only had time to study on weekends so of course took me longer than 7 days to find out the course is not teaching me what i need to know to be a personal trainer,so i initially use the contact link on the page and put in my name and contact info but never got a reponse,then called 1 of the number listed,and i think i got a person who was an advisor and explained to him what happened,and he stated that is why people need to talk with an advisor being signing up and it would have been explained you need to complete the person trainer course as the 1st step.He sounds like he want to sell and have me sign up for that course,but i told him i have no plans to pay a 2nd time for any course and i want to talk to someone at the front office.He provided a difffrent number which i called,and i was onhold for over an hour just listening to their on hold music and never was able to reach a person,so i called the advisor number again and he explained that group who answer those call maybe be hard to reach on the phone and i am better to just email ******* i emailed got the response "sorry after 7 days no refunds!"

  

  Business Response

  Date: 09/25/2024

  Hello *****,

  My name is ****** ********, and  I am the Director of Support at ISSA. I'm very sorry to hear about your negative experience.

  In reviewing your account, I see that the main issue is that the course you purchased and the course you are asking for are different prices, and like you mentioned, this was something you realized after the cancellation period. I'm very disappointed to hear about your experience in attempting to communicate with Support; that is unacceptable and does not reflect the standard ISSA holds for customer service. To make things right, I am approving a full refund for the incorrect course, with the hope that you might give us another chance to help you reach your goals with the *** course. I will submit that refund request today, and you should see it reflected in your account within 7-10 business days.

  Thank you for sharing your experience, and I appreciate the feedback.

  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,
  
  ***** ******
  
   
  

• Initial Complaint

  Date:08/07/2024

  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 signed up for a yoga trainer certificate program. I was never able to access the course because I could not find my class or how to access it. I reached out by calling during the ***** period because I was going to cancel if they couldn't be of more assistance. No one returned my call. I tried again to navigate when I had time but was unsuccessful. I called again and was given the email address of my "advisor" who would supposedly help me. No one ever emailed me back and that was a nearly if not a month ago. I called again to say that since he never called and I can't get in nor do I have any support I would like to cancel. I was told that it was too late and I missed the ***** ******* I want out of this contract due to the fact that I can't access the material and they are not upholding their end of the agreement by assisting me as I navigate the website in the slightest. I am not computer illiterate in the slightest and have completed several college courses so I had no reason to believe that with minimal assistance which I have not received, I would and should have been successful.

  

  Business Response

  Date: 09/25/2024

  Hello Autumn,

  My name is ****** ********, and I am the Director of Support at ISSA. I appreciate you reaching out about this, and I'm sorry to hear your experience has been subpar.

  Our records show that you called in on 8/7/24 and received an email back on 8/9/24 from Support offering to help get you started in your class. On 8/27/24, a member of our ************************** team reached out, followed by a Support Coach on 8/29/24 again offering a walkthrough of how to get started. The conversation was escalated on 8/30/24 where we issued 2 extensions at no cost and the request that you bring your account current, so it could be unlocked and we could help you get started. I see that you have made that payment, and Support can now help you get started. A Support Coach will contact you via phone and email to see if we can set up a time to help you access your course, and I'm hopeful that this will ease your frustration.

  I apologize for the missed communications, but again, I'm very confident we can get this sorted out.

  Best,

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

• Initial Complaint

  Date:08/07/2024

  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.

  ISSA is an extreme predatory sales marketing with multiple certificates available to study. They sends a million emails, texts and calls but the second you have an issue its a problem. Unfortunately these certificates are rushed, no substance, gimmicky and so many places will not take you seriously if you want a job after you complete them. Theyd rather you have a more ind **** certification from nasm or comparable. ISSA is nothing compared to other more recognized companies and they rush you into the program and barely give you any time to feel if its a good fit before not allowing you to cancel. It reminds me of that scam company beach body ( bodi ) MLM, just singing up people with boisterous promises to get the person excited, without real knowledge of the actual health industry and scam your money without letting you decide for yourself if its right for you. Please dont fall it like I did. You will be disappointed

  

  Business Response

  Date: 09/25/2024

  Hello ****,

  Thank you for sharing your feedback. My name is ****** ********, and I am the Director of Support at ISSA.

  I'm sorry to hear that you felt like the sales process did not meet your expectations, especially as a repeat student. We are proud to offer several programs to help students reach their goals in personal training and we are passionate about connecting people with positive outcomes. You note that "the second you have an issue it's a problem". We reviewed your account, and did not see any communication with Support indicating you were struggling; we're happy to help with any hurdles you encounter as you complete your courses, so please feel free to email **************************************** anytime you hit a roadblock, including timing issues on completing your courses within their deadlines. We stand behind our 7 day cancellation policy, largely because we allow students full access to the course the day they are enrolled.

  I'm sorry again that your experience did not meet your expectations, but I cannot honor your request for a refund, as it falls outside the 7 day window outlined in our cancellation policy.

  Best,

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

• Initial Complaint

  Date:07/17/2024

  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.

  On Friday, July 12th, I received a text message from someone offering me a potential job. In the text it stated that they received my information from the International Sports Sciences Association (ISSA), which is where I obtained 8 certifications and where I am enrolled in a job placement program. Due to the high volume of scams these days, especially the newest text ones that have been identified, I questioned what I received and reached out to the school first to see if the person and company in the text I received was an affiliate of their job placement program, and to date I still have not received a response back to that outreach. I then took it upon myself to research the name used in the text and actually found the real person and an email for her, so I reached out to her asking if she was the one who reached out to me, and she confirmed that she wasn't. Since that time, I have reached out to the ISSA via phone 5 times, to still have received no call back, and also 3 times via the school's message box. And although the I have emails showing that they received my message and will get back to me soon, I only heard from someone late yesterday who didn't take this breach seriously, and who seems to be giving me the run-around. I believe this is a very serious issue because my personal information has been breached, and what about all the other students?! See supporting documents for the text I received and the email between the actual person verifying that it wasn't her who sent it. I did send all of this information to ISSA, and still have not received any explanation about what they are doing to protect my and other students' personal information.

• Initial Complaint

  Date:07/10/2024

  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.

  Try to take retake my exam Ihave been calling there for months could not get in contact with no one now they are telling me that I cannot take the test over because it has expired which no one told me there was an expiration date I am a senior citizen and they are taking advantage of me and they took all my payments I would like to take re take my exam please help thank you

  

  Business Response

  Date: 09/25/2024

  Hello ******,

  My name is ****** ********, and I am the Director of Support. I'm sorry to hear that you have encountered issued with completing your course. We take pride in being able to help students meet their goals, and because of this, I have approved your request. A Manager from Support will be reaching out shortly to go over next steps to complete your course.
  

  Best,

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

• Initial Complaint

  Date:07/03/2024

  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 enter** a competition advertis** to me on Instagram to win one of their training programs. I didn't win, but I start** getting calls, voicemails and texts asking how they can get me start** and tri** selling me their courses. The first caller even act** as if, or was under the impression that I request** this consultation. I told him to take me off the list because I merely enter** the contest, I don't want to be contact** again.I have been call**, voicemail-** and text** several times since then and every time I have been more frustrat** because it's only a few more weeks to months before they call me again!I don't think they actually remove people's contact information upon request.Further, no winners were announc** on social m**ia, there should be requirements that a winner is post**.

  

  Business Response

  Date: 07/08/2024

  Hello *****,

  
  Thank you for reaching out about this. Im sorry to hear that your contact information was not removed as requested; Ive added you to our do no call list, and you should no longer receive communication from our team.
  

  Best,
  *****************************
  Director of Support

• Initial Complaint

  Date:06/30/2024

  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 purchased the personal training course through ISSA and completed the course and took the certification exam. Apparently I found out later that I did not pass the course when I reached out to them about by not receiving my certification documents. I did not hear back from them and had to reach out again. At the time I was struggling with ***** issues and dealing with ***** as well. I reached out to the approximately 8 diffent times to resolve the matter cordially. I received only two responses from them stating that I had not passed the exam and that it was passed the deadline so I had to buy the entire course again and retake the course and the exam. When I bought it I was told there was a free retake if I didnt pass it and that I was allowed extensions. I did not get either of these. I explained this and my situation that in a solo parent struggling with health issues in the midst of Covid too. I received notice that they received my numerous emails but I did not receive any responses from the company despite my numerous attempts. They took my money and did not deliver. I shouldve been allowed a free retake and an extension as I was told. I have doctors notes and proof that I was having health issues and a disability at that time yet they refused to even respond. I would like them to follow though and allow me a retake or an extension to complete what is needed or a reimbursement for the course.

  

  Business Response

  Date: 07/08/2024

  Hello ****,

  
  Thank you for raising this concern. I see that we did send an email when you initially took your final exam and didnt hear back from you. Students do have two attempts at the final exam, but that option expires when the course expires. Because your request came so far beyond the course expiration date, we are unable to honor the second attempt and your option to complete the course is limited to re-enrollment. 
  

  I realize this is not the answer you were hoping for, but we must maintain this policy to stay within integrity for decisions made for other students in similar situations. To Re-Enroll in your course, please give us a call at **************.
  

  Best,
  *****************************
  Director of Support

• Initial Complaint

  Date:06/26/2024

  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 purchased the Issa course on the 10th of June, 2024. I reached back out on the 14th of June to cancel my account. I sent them emails, but they did not respond. All I wanted to do was cancel my account because I no longer need it, but they want to keep me on their membership to steal money from me. I told them I do not want the course, but they told me I have to pay for it because I have passed my 7-day trial of cancellation, so I can't cancel it anymore. I told them I do not need the course and do not want it. Please cancel it. I'm not going to pay for it. They kept insisting. I'm not looking for a refund. I just want to cancel my membership and don't want to be contacted by them again. And the sales agent told me I can cancel anytime the sales agent name is *********************** he told me I can cancel anytime if I don't like the course I did not like the course and I wanted to cancel then it allow me to

  

  Business Response

  Date: 07/08/2024

  Hi ***,

  
  Thank you for reaching out about this matter. I reviewed your account, and I see that we are unable to honor your request for a refund. 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. I see that you enrolled on June 10 and completed the final exam on June 12. On June 14, you spoke with a member of the Support Team who reviewed this policy with you.
  
  You can see the full policy here: ***************************************************************************
  
  This is the reason your cancellation was denied. I encourage you to reach out to our ***************** Services Team to discuss options surrounding future payments- ************.
  

  Best,
  *****************************
  Director of ISSA Support

  Customer Answer

  Date: 07/08/2024

  I imported them before the cancellation date they are lying anyways I'm not going to pay I wanted to cancel they did not allow me to cancel it so I don't want anything to do with them or their business they can keep the $70.83 but I don't want them taking any more for my credit card

  

  Business Response

  Date: 07/15/2024

  Hi ***,
  
  As noted, our Terms and Conditions do outline that cancellations are permitted within seven days of purchase as long as the final exams have not been completed. I see that you enrolled on June 10 and completed the final exam on June 12. On June 14, you spoke with a member of the Support Team who reviewed this policy with you. I understand that you requested a refund within 7 days, but since you have completed your course, we are not able to honor your request.
  
  Best,
  *****************************
  Director of ISSA Support

• Initial Complaint

  Date:06/06/2024

  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 committed to help me through a PT course that is $1700 and the website would not work whatsoever i finished the first quiz and I could not get back on the website, i tried e mailing, texting, and even calling and no one not even Brenden the gentlemen that gave me his personal cell to contact if i had any questions or concerns would not pick up to help me resolve the issue! They have been nothing short of a terrible team to work with, and now i am reaching out to you guys the BBB To help me with this issue, i am not taking this course i need my refund and that account they created with my name terminated immediately

  

  Business Response

  Date: 06/07/2024

  Hello *****,

  Thank you for raising this issue.
  
  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: ***************************************************************************
  
  Because you enrolled on 5/15/24 and your first request to cancel occurred on 5/24/24, we cannot honor your cancellation request.
  
  I spoke with our tech team, and it does not appear that our website is down or inaccessible. I do see that you have reached out several times asking to cancel and as recently as 6/4/24, a support agent offered to help with any trouble accessing your account. We are invested in ensuring you are able to access your course material, so please respond to our most recent email response for additional support.
  
  Best,

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

  Director of Support
  

• Initial Complaint

  Date:06/04/2024

  Type:Customer Service 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.

  This business ILLEGALLY STOLE money from my bank account after confirming cancelation within the 7 day window. they then proceeded to send me around to different departments and keep me on hold for hours where they would hang up the line after hours of wait. On April 16th i enrolled for the ISSA elite CPT certification. I was verbally informed that I had 7 days to cancel my course if I did not wish to complete it. The next day on April 17th, I used the live chat feature on the ISSA website and spoke to a guy named *****************************. I asked him to cancel my membership and he agreed. I then asked him to confirm that there will be no more charges withdrew from my account and he confirmed. I have a screenshot. They take payments on the 16th of every month, so I check my bank account on may 16th to verify, and there was a 200$ charge ILLEGALLY STOLLEN from my bank account by ********************. I call the billing issue line (option 2) and they immediately pickup and say they cannot resolve it and transfer me to stylisent success. Im then out in hold for TWO HOURS. They finally answered and it just so happened to be *****************************, the guy who confirmed he cancelled my account. He asked me to email the proof I had (live chat screenshot of him confirming) and as soon as he received the email, he hung up on my face) AFTER 2 HOURS WAITING. Frustrated, I call again and am out on hold once again waiting for hours and being hung up on multiple times. I asked to speak to manager and they said one would call me and never called me. I called one last time to speak to a manager and they just do happened to be in a business meeting together. Pathetic. This is so dishonest and I am beyond frustrated. I am asking for a FULL refund. This includes the initial one and the one stolen from my account. This is an unacceptable and unethical business practise and its obvious that they have done this to multiple people. I will never recommend.

  

  Business Response

  Date: 06/06/2024

  Hello *****,
  
  Thank you for taking the time to escalate this issue; we take all feedback seriously and investigate all complaints.
  
  When I reviewed your account, I do see that you submitted your request to cancel within the cancellation period; the error does appear to be on our end. I apologize for the inconvenience and will submit your request for processing today.
  
  Again thank you for raising this issue, and Im happy to resolve the issue asap.
  
  Best,
  *****************************
  Director of Support

  Customer Answer

  Date: 06/07/2024

  thank you for your response. The day has passed and I have not received anything/emails regarding my refund. I am also asking for the 10% admin fee to be honoured. As explained to the agent in the phone, someone I care for had a medical emergency which required me to pay a large medical bill, which is why I canceled the next day. I mentioned I was going to continue with your company, once I could get my financials under control again. The person on the line had absolutely zero empathy. I also beleive that you should honour it as I spent multiple days trying to come in contact with someone and kept getting hung up on. This isnt very professional behaviour. You put me through a hassle, when I was going through something extremely difficult and time consuming, and did not have one ounce of empathy. 

  

  Business Response

  Date: 06/07/2024

  Hi *****,

  We submitted your full refund (including the 10% admin fee) to be processed by our Accounting Team a little after 8am MST yesterday; it should be processed shortly :)
  
  I'm very disappointed to hear that your experience did not reflect the care we have for our students. I will review your calls and ensure the matter is addressed. I'm sorry to hear about the circumstances that caused you to cancel, and while your experience has not be up to your (or our) standards, I do hope to see you restart your journey in personal training with us again soon.
  
  Best,

  *****************************
  Director of Support
  

  Customer Answer

  Date: 06/10/2024

  hi there, thanks for your response, however i am not ****ing this case as resolved. I have not received any emails from ISSA or my bank saying that there is a refund request. My back account does not reflect the full refund, therefore I will not **** the case as  resolved until then.