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:01/26/2024

  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 advertises job guarantee upon completing issa certification I have done this and now they Claiming I needed the national certification to get the guarantee I never heard of that when I signed up that guy verbally told me that once certified with issa it's a job guarantee And in my area job start at 25 to 35 dollars an hour that's why I signed up Never mention needing national certification During my classes they have something called boot camp which is alive stream the question came up many times if you needed the national certification the instructors always said no issa certification is all you need During the holidays the radio station ***** in my area where is advertising guaranteed job placement upon issa certification nothing about national I went on interviews could not land a job it's been months I went to the customer support and they have the guts to tell me it's ultimately my responsibility to land a job not this to find it I replied and why do you do the job guarantee they never replied again I submitted another email with the forms needed for the guarantee then they send me something telling me you needed to national certification something that was never mentioned about the job guarantee I stopped paying since they didn't hold their part of the bargain I just want to refund from what I paid them and for them to leave me alone They also need to change the way they advertise job guarantee with issa certification and state you need the national certification

  

  Business Response

  Date: 02/06/2024

  Hi ***** - 

  Thanks for letting me research this complaint for you.

  I'm sorry if there was any confusion when speaking to an enrollment advisor. Here is what our website says about the Job Guarantee:

  All you have to do is:
  - Get certified and complete the #1 rated and completely online  Certified Personal Training course through ISSA.
  - Take and pass the ***** Certified Personal Trainer NCCA Accredited proctored exam.
  - Meet the minimum requirements of gym employment and apply and interview with at least 3 gyms within 6 months of completing your certification course.
  - If you don't find employment, complete this form, and we will assist you. We guarantee you will find employment within 6 months, or we will give you a full refund.

  ***** Certified Personal Trainer NCCA Accredited proctored exam is just an exam and not a course. All you would need to do is contact our Student Success team and ask for an ***** coach to help you get registered.

  In addition, if you haven't done so already, we encourage you to register for our Available for Hire program. This will add you to a database used by our national gym partners to find and recruit local personal trainers certified by ISSA. 90% of our students who register hear back from one of our gym partners within 2 weeks.

  These two steps above will put you in a great position to find a job in your area.

  Please call Student Success so they can help you register for the ***** exam and register for the Available for Hire Program. We are here to help you and want you to succeed. Thanks *****.

  Customer Answer

  Date: 02/06/2024

  Thats all BS they never advertised needing national certification I was mislead I already worked with their partners they only had one in my area I interviewed with them did not get the job

   

  My issue is how they advertise job guarantee but never mentioned you need the national certification

   

  They advertise it on flyers on the radio not one time do they say national certification needed for job guarantee

   

  I never seen the job guarantee needing national certification on their website this company is a scam and should be out of business

   

  I only signed up because of the job guarantee even during the classes the boot camps when people asked do we need the national certification the train is instructors said no you only need issa certification which was clearly a lie

   

  If they don't want to refund me just close it out we go our own way you don't bother me I don't bother you but this company is a big fat lie

   

  And no one should use this services and they should be out of business

  

  Business Response

  Date: 05/31/2024

  Hello *****,

  Thank you for sharing this feedback. The eligibility requirements for the Job Guarantee are shared in the Terms and Conditions all students receive when they enroll in an ISSA course and can be found on our website here: ***************************************************************************. Additionally, this information is offered here: ******************************************************************.

  We share Terms and Conditions upon enrollment to avoid miscommunications like this one, but I'm sorry that this has been a disappointing experience for you.

  Best,

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

  Director of Support
  

  Customer Answer

  Date: 06/03/2024

  Nope that was never told to me when I enrolled so your lieing I only found out about it after I got certified and couldn't find a job

   

  Even in bootcampa they stated several times only need issa certification not national one 

   

  So they lied as well in bootcampa

• Initial Complaint

  Date:01/16/2024

  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.

  Dear ***/*****,I am writing to file a formal complaint against Issaonline.com, a business that provides online personal trainer and nutrition courses. I enrolled in one of their courses in 2021, specifically the Personal Trainer Nutrition course, for a total of $999. I am writing to bring to your attention a deeply concerning matter related to my experience with this business.When I initially enrolled in the course, I had a conversation with one of their sales representatives via live chat. I explained to them that I have learning disabilities and that I would require additional time to complete the course. The sales representative explicitly assured me that I would not lose my investment in the course and that I could proceed at my own pace. There was no mention of a specific expiration date for the course at any point during this conversation.Unfortunately, after enrolling, I had to undergo two major surgeries that left me unable to access and study the course materials for an extended period. When I finally recovered and was ready to commence my studies, I discovered that I could not access the course material. Upon reaching out to Issaonline.com for assistance, I was informed that the course had expired and that I would need to re-enroll, which would require making an additional payment.This situation left me deeply frustrated and disheartened. I trusted the assurances provided by the sales representative and enrolled in the course with the expectation that I could complete it at my own pace. However, I was never informed of any specific expiration date for the course. I am not seeking a refund; all I want is the opportunity to study and obtain the certifications for which I paid a substantial amount of money.I believe that this is a clear case of misrepresentation and a breach of trust on the part of Issaonline.com. As a consumer, I feel that my rights have been violated, and I have been unfairly treated.I kindly request that the Better Business Bureau investigate this matter and take appropriate action to ensure that I am provided with the opportunity to complete the course I paid for without any additional fees or obstacles. I also hope that Issaonline.com can be held accountable for their misrepresentation and unfulfilled promises to consumers.Thank you for your attention to this matter. I trust that the Better Business Bureau will work towards a fair resolution of this issue.Sincerely,*******

  

  Business Response

  Date: 01/24/2024

  Hello ***
  

  Thanks for the opportunity to research your complaint. Here is what I uncovered.
  

  Looking at the initial chat between ************************* (Enrollment Advisor) and yourself, the following points were discussed, and course timelines were provided:
  

  Although ****** did suggest, if a student needs more time to complete a course, he could extend it for him, there was no mention of unlimited extensions, nor does ISSA offer unlimited extensions. No extensions were utilized by ******* 
  1/31/21: *** ended up enrolling online after speaking with *************
  3/2021: *** reached out wanting to cancel but was informed that he was unable to do so, since it was far beyond the 7-day cancellation policy. *** was also informed that he should reach out to the Student Success team via phone/email for additional assistance, but we show no record that he did that. 
  7/23 - 10/23: **** girlfriend reached out several times and spoke with various Enrollment Advisors. She was informed that **** course had expired,and he'd need to re-enroll. She claimed that ****** initially told *** he would have unlimited extensions, which is not the case.
  

  *** We are so sorry to hear about your previous medical condition and are happy to learn that you are doing better now. Under the circumstances, ISSA will provide a FREE, complimentary,3-month extension to help you complete your course(s). This is not a standard offer. We are making an exception to help you continue your fitness journey and hope it leads to a successful outcome for you.
  

  The extension period ends on April 30, ****, so it gives you a little over 3 months. If courses are not completed by the end of the extension period, you will need to re-enroll to continue.
  We wish you all the best as you continue your fitness journey with ISSA and we are here to help if you need us. Take care. 

• Initial Complaint

  Date:01/16/2024

  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.

  Dear ***/*****,I am writing to file a formal complaint against Issaonline.com, a business that provides online personal trainer and nutrition courses. I enrolled in one of their courses in 2021, specifically the Personal Trainer Nutrition course, for a total of $999. I am writing to bring to your attention a deeply concerning matter related to my experience with this business.When I initially enrolled in the course, I had a conversation with one of their sales representatives via live chat. I explained to them that I have learning disabilities and that I would require additional time to complete the course. The sales representative explicitly assured me that I would not lose my investment in the course and that I could proceed at my own pace. There was no mention of a specific expiration date for the course at any point during this conversation.Unfortunately, after enrolling, I had to undergo two major surgeries that left me unable to access and study the course materials for an extended period. When I finally recovered and was ready to commence my studies, I discovered that I could not access the course material. Upon reaching out to Issaonline.com for assistance, I was informed that the course had expired and that I would need to re-enroll, which would require making an additional payment.This situation left me deeply frustrated and disheartened. I trusted the assurances provided by the sales representative and enrolled in the course with the expectation that I could complete it at my own pace. However, I was never informed of any specific expiration date for the course. I am not seeking a refund; all I want is the opportunity to study and obtain the certifications for which I paid a substantial amount of money.I believe that this is a clear case of misrepresentation and a breach of trust on the part of Issaonline.com. As a consumer, I feel that my rights have been violated, and I have been unfairly treated.I kindly request that the Better Business Bureau investigate this matter and take appropriate action to ensure that I am provided with the opportunity to complete the course I paid for without any additional fees or obstacles. I also hope that Issaonline.com can be held accountable for their misrepresentation and unfulfilled promises to consumers.Thank you for your attention to this matter. I trust that the Better Business Bureau will work towards a fair resolution of this issue.Sincerely,***************************

  

  Business Response

  Date: 06/07/2024

  Hello *******,

  Our records indicate a solution was provided 7 days after your original complaint. That solution included adding more time to your courses and it appears the outcome was satisfactory. If you need any additional support, please reach out to us at ****************************************.

  Best,

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

  Director of Support
  

• Initial Complaint

  Date:01/11/2024

  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 ISSA's ELITE Training Program on 01/04/24. Before agreeing to the terms I specifically asked ******* if there was anything else I would need to pay for in order to get the certifications advertised. I was told there was not. There is a money back guarantee which I also inqured about. After purchasing the program it came to my attention in order to qualify for the money back guarantee I had to take a ***** test which was included 1 time free, but there is an extra $79 ******* fee that was not discussed or disclosed. I called back the following day and spoke to a representative who informed me that I would be charged a 10% fee for cancelation. She told me she would escalate me to a supervisor as she could not wave the fee. I waited & instead of transferring me to her supervisor she transferred me to *******. He told me there was no way to avoid the ******* fee as it was done through another company. During our call he hung up & did not return my call. The day I purchased the program he called me multiple times & was in constant contact with me. I found this unpleasant as well as unprofessional. I did more research after the call & found out ISSA purchased *****. I spoke with another representative yesterday & requested to speak with a supervisor. While waiting for a response from the supervisor she told me ******* doesn't sell the ***** test that's why he didn't inform me about it. She agreed with me about the lack of transparency in disclosing the ***** information. She told me I qualified for a full refund because it's been less then 7 days since my purchase & that she would be in contact with me if for whatever reason I was denied my refund because she couldn't get ahold of her supervisors. She told me her supervisor was too busy & would contact me tomorrow regarding the refund for my down payment I was denied due to "administrative fees" after saying I qualified for a full refund. This experience has made me not want to have anything to do with ISSA.

  

  Business Response

  Date: 01/23/2024

  Hello ***** - Thanks for giving us the opportunity to review your complaint.

  I have requested a cancellation and full refund for you. It usually takes a few days to process, so please bare with us.

  Thanks for your patience. Hope to see you again in the future as you continue your fitness journey. Cheers!

  Student Success

• Initial Complaint

  Date:01/02/2024

  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 pay for classes and never receive my certificate

  

  Business Response

  Date: 01/04/2024

  Hi ****** -

  Happy New Year!

  Is it possible you enrolled under a different spelling of your first/last name, different email address, and/or phone #?

  Or, is it possible you enrolled with a different company?

  We do not have an account for you in our system using the information below:

  Customer Information:
  *************************
  295 **********
  ******, ** 12210
  Daytime Phone: **************
  E-mail: ************************

• Initial Complaint

  Date:12/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I approached ISSA several times to get an honest and fair quote on their Yoga 200 class. I was quoted what was explained to me by the representative as "a special low scholarship rate of $99 per month" unique to my circumstances to assist me in joining the program. I was not told of interests or fees, and my bill ballooned. I later found that the tuition quoted to me was par for the course. It is not a scholarship rate. I am writhing because of the false advertising and promises made. I not taken one moment of the courses and I asked for a refund based on my hardship. I was told they could not refund the money and was given a price of $50 per month for three months (Two classes included because they insisted that I also take a Nutrition course). The three month period is also a trick because they this the limit of the time I am to finish the course study and take on the payments the rest of the year with interest.ISSA is a large company sweet talking new clients into fraudulent deals. I was one such client.

  

  Business Response

  Date: 01/02/2024

  Hello ***** - Thanks for the opportunity to research your complaint.
  

  Here is what I found out on my end.

  - 11/3/23: ***** enrolled in the Yoga200, CPR and Nutritionist courses.

   - ***** enrolled in the Yoga200 course via online purchase.

  - According to the account notes, the link to enroll online was provided to her by Enrollment Advisor (EA), ************************* via chat.

  - ***** then enrolled in the Nutritionist course separately via Enrollment Advisor (EA), **************************

  - Prior to purchasing Yoga200, ***** spoke to *********;and was quoted $99 per month for 12 months for the Yoga200 course (including CPR). With tax and fees, this came out to $105.78 monthly payments.

  - ***** then added the Nutritionist course separately, which increased her monthly payment by another $35.53 totaling $141.31/month. This is why her monthly payment increased.

  - 12/11/23: ***** reached out to note that due to a family related tragedy, she would like to be released from the contract moving forward. Student ********* Services (SFS) let her know that we would not be able to cancel her courses/payments, but offered to reduce her payments for the next 3 months to help her out.

  - 12/12/23: ***** responded to thank Student ********* Services (SFS) for the reduced payment plan and seemed satisfied to move forward with that option.
  
  The offer provided by Student ********* Services (SFS) was a temporary, reduced payment plan, to help ***** with her hardship, which she seemed happy with. As Student ********* Services (SFS) previously mentioned, we can not provide a refund or stop future payments becasue it's past our 7-day cancellation policy. However, we have a dedicated Support team available to assist ***** through her course material as needed to help her complete each course successfully.

  ***** can reach our Student Success team (M-F, 6am-6pm) at ************** (option 3).

  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:12/21/2023

  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.

  I am writing to express my deep dissatisfaction with the ISSA program I recently enrolled in. I completed all 110 quizzes and 5 essays in nutrition course well before the due date. However, upon returning to submit my final corrected essay question, I discovered that all my work had been inexplicably erased during a system change.This situation is not only highly inconvenient but also reflects a significant level of irresponsibility on the part of ISSA. Despite my efforts to address the matter by contacting their organization and speaking with the manager, the proposed resolution of offering an extension and an additional course is inadequate. I am unable to redo the current course due to time constraints, and the proposed resolution fails to address the immediate impact on my job prospects and personal commitments.Furthermore, I am deeply concerned that the remainder of my payment plan has not been stopped, despite the substantial amount I have already paid. This lack of consideration compounds the challenges I am currently facing, especially given that I had a job lined up post-holidays and am now forced to substitute, impacting not only my professional but also my personal life with two little ones to care for.I am writing to request urgent intervention in this matter and to file a formal complaint with the Better Business Bureau (BBB). I believe this is necessary to ensure a fair and just resolution to the issues I have encountered with ISSA. I kindly request your assistance in guiding me through the process of filing a complaint with the BBB.I appreciate your prompt attention to this matter and hope for a swift and satisfactory resolution.

  

  Business Response

  Date: 12/26/2023

  Hi ****** -

  We deeply regret the inconvenience caused by the recent systems upgrade that resulted in the loss of your work. Please accept our sincerest apologies for any frustration or disruption this may have caused you.
  

  As part of our commitment to customer satisfaction, we are offering the following solutions to address the situation:

  1. Extensions: We will provide up to 3 months of extensions absolutely FREE to give you time to resubmit your work. Our top priority is to make sure you have time to successfully complete the course you purchased. 

  2. Free Course: In addition, as you started in your complaint, we are also offering a free course to express our sincere apologies as a gesture of goodwill.

  3. If you have any questions, our support team is at your disposal M-F, from 6am-6pm.  

  Once again, we apologize for any inconvenience this may have caused. Your satisfaction is our top priority, and we are here to assist you in any way we can.
  

  Thank you for choosing ISSA. We value your trust and look forward to serving you better in the future.

  Student Success Team

  Customer Answer

  Date: 12/28/2023

  Dear ISSA ***************** I am writing to express my deep dissatisfaction and concern regarding the recent transition of your system, which resulted in the complete loss of all my data. This incident has caused significant inconvenience and frustration on my part, as the data was crucial for my professional endeavors. Upon contacting your customer service, I was offered a free course for a different program. While I appreciate the gesture, it does not adequately address the gravity of the situation. The course being offered does not align with my current career path and does not meet the requirements of the job I am pursuing. In light of the data loss and the mismatched compensation, I kindly request a fair resolution to this matter. I propose a partial refund of the course fee, amounting to the remaining balance of $495. This amount is not only a reasonable reimbursement for the inconvenience caused but is also significantly less than the value of the alternative course being offered, which is priced at $799. I believe this partial refund is a fair and proportionate solution to rectify the shortcomings resulting from the system transition. It will contribute towards mitigating the impact on my professional pursuits and will reflect the acknowledgment of the errors made during this process. I anticipate your prompt attention to this matter and a swift resolution to ensure our business relationship can be maintained on more positive terms. Thank you for your immediate attention to this matter. Sincerely, ****** Stanford 
  
  
  
  
  
  

  

  Business Response

  Date: 01/02/2024

  Good morning, ****** - Happy New Year!

  As mentioned in our previous communication, we deeply regret the inconvenience caused by the recent systems upgrade that resulted in the loss of your work. Please accept our sincerest apologies for any frustration or disruption this may have caused you.

  We are not providing course refunds to students at this time, becasue the course content, aside from completing your final exam, has already been completed.

  ISSA is offering up to 3 months of FREE extensions instead, to make sure you have ample time needed to successfully pass your exam.
  

  In addition, as you know, we've offered one FREE course as well. Our success team is happy to work with you to find a course that fits your specific educational requirements based on your unique fitness journey. 

  Once again, we apologize for any inconvenience this may have caused.
  
  Thank you for choosing ISSA. We value your trust and look forward to serving you better in the future.
  Student Success Team

  Customer Answer

  Date: 01/07/2024

  Dear ISSA ***************** Thank you for your prompt response. Its crucial to emphasize that, even after studying the course material, the absence of the final exam hinders me from obtaining the certification required for the job I had lined up and any future job in that field, as explicitly stated in your refund policy regarding job guarantee after receiving a certification. I have already completed my final exam and all the essay questions and all I had to do was spell check the last essay and hit submit! My entire course was competed before the deadline. It appears while you guys except responsibilities for your big mistake, you are not proposing a solution that adequately address my situation. Unfortunately, none of courses you offer on your website align with my urgent need for a Nutrition certification. This situation resulted in the loss of a job opportunity due to the delayed certification process caused by the system transition error and it seems like while you apologizing, there maybe a lack of understanding regarding the gravity of the impact this has made on my life. Given these circumstances, I kindly reiterate my request for adjusting the remaining payment. I have made more than half of the total payment and I propose stopping the remaining 5 future payments, totaling $495 plus tax. This not only addresses the inconvenience caused but also contributes to mitigating the impact on my professional opportunities. I believe a fair resolution is essential and I look forward to a swift resolution to this matter. Sincerely, 

• Initial Complaint

  Date:12/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dec 13 received call in reference to response for signing up to become trainer for free but only to find out there was charge by ****. Told him I wanted to do research on the company asked questions about the company while was on the call everything was totally different from what was advertised, & transferred then was told that I had 7 days to cancel after emergency with an employee I had to fire & another has to have open heart surgery on Jan 15 already in school & still wasn't feeling good about learning there was a charge. Called to cancel on Dec 15 within the 7 days which I was told by ****. I spoke with *************************** who I informs the information received having to finish the program by March **** with everything else that just happen yesterday I must cancel & resign up at later day due to I would be to pressured to finish within that time period. He came back & stated that my completion day has been changed for 8 months out & add'l time $10 charge would be added for additional months. I told him I just wanted to cancel at this point cause of continuous charges & at this point I don't even feel good about signing up later. I told him to just cancel & refund me the $99. He responded that there wouldn't be a refund there is a $119 cancellation fee. I informed him I wasn't told that either. He stated that he would have his supervisor review tape to see if I was told about the refund, I still had 8 mos to complete the course he had updated the file with that date cause the previous date was incorrect. I told him no just cancel & I would call me bank. I was on the phone with ******** received a call within 4 minutes of me hanging up the phone. I answered on the 2nd call only for *************** informed me I would not be refunded the $99. I informed him there is no way anyone could review an Hrs worth of recording especially with two different conversations in 4 mins. informed him that everyone has just been deceitful & unprofessional from the beginning.

  

  Business Response

  Date: 12/18/2023

  Thanks for allowing me the opportunity to research your complaint.

  A cancellation request/refund has been submitted to our accounting team. It should be processed shortly for you, but may take a few days to hit your bank account.

  Happy Holidays!

  Student Success Team.

• Initial Complaint

  Date:12/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I entered into a contract with ISSA in about April of last year. I really just wanted the personal training certification but buy the time I realized I didn't need all the rest of the certs it was past their "7 day" cancellation window which in my opinion is criminal in itself. So, I knew there was no way I was going to be able to take any of my other tests in time before they expired so I am paying for expired tests I have tried multiple times to just get them to cancel it, but I was told that they can't because everything has an expiration date. Sounds like a bunch of bull to me, and I have had to keep paying them their $120 for months now for a total of over $1,000. I can't afford to pay the rest of what is owed for tests I can't even take anyway. My professor doesn't recommend this company anyway most gyms won't accept this certification. I would like it canceled and a refund of at least the last few months.

  

  Business Response

  Date: 12/15/2023

  Hi Melissa - 
  

  Thanks for giving me an opportunity to research this for you.

  First and foremost, I want to apologize for any confusion, but there are a few things we can do to help you:
  1. Our ***************** Services (SFS) team is happy to work with you to lower your monthly payment. You can reach SFS at ************ (option 2).
  2. The Student Success team can extend your course expirations through July **** to give you more time to complete the other courses you purchased. We are happy to provide you with a complementary 3-month extension.After that, if you need more time, you can purchase up to 4 additional extensions. Each extension is good for 1 month. You can reach Student Success at ************ (option 3).
  

  It looks like you spoke with ***** in SFS on Nov. 21, but I don't see any resolution or record of conversations with the Student Success team. I'm happy to have someone from each team contact you if you would like,but I want to make sure we have the correct phone #. I know SFS has tried to reach you previously without luck. Here is the phone # we have on file for you - **************.
  

  I hope this provides you with some good options. Please let me know if you'd like our support teams to give you a call or we can wait to hear back from you at your convenience.
  

  Thanks so much for letting us know about this and we look forward to helping you continue your fitness journey.
  

  Happy Holidays!

  
  

• Initial Complaint

  Date:11/28/2023

  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.

  I made this purchase around June and was a little iffy from the start. I made a complaint a couple months later to try to close my account, maybe 1 or 2 months later, as I also was not receiving any help from this company. When I chose to reach out to the person who was supposed to be in charge of my account, they terminated the chat, it literally said Chat Terminated. From that point on I have done everything I can to try to close my account as I have also had a lot going on in my personal life and can not afford or continue. I believe that if I had had the help I was promised this situation would be a lot differently, yet they have provided me 0 help or empathy. Please help me.

  

  Business Response

  Date: 11/29/2023

  Hi ******
  I want to express my sincere appreciation for choosing our service and taking the time to reach out to us.
  I understand that you are facing challenges and considering the possibility of canceling your courses.I see that our policy may pose a limitation in your current situation, and I genuinely empathize with the frustration. However, after reviewing your account, here is what I found.
  05/25/23: Student enrollment date
  07/03/23: The student called ISSA and started cursing at the Success Coach when told she was past the 7-day cancellation window. The call was then escalated. Students initial enrollment call was reviewed. Enrollment Advisor read the terms and conditions at time of sale stating that all sales are final after 7 days and the student agreed.
  08/31/23: Student wanted to downgrade but could not because she had already passed the 30-day downgrade window by an additional 60 days. ISSA gave the student 1 FREE extension per course, to give her more time to finish.
  11/27/23: Student spoke to manager in ***************** Services explaining she wanted to cancel. The manager offered to help lower her monthly payment and advised her that she would need to bring the past due amount current before making any adjustments to the monthly payment. The student said she understood she could not cancel and would call back with a payment. She never called back.
  11/29/23: Student filed a BBB complaint.
  Although we cannot downgrade or cancel your purchase at this time, we want to help you succeed. We have a team of amazing Success and Education Coaches available Mon-Fri to answer course related questions, guide you through the process and help you along the way. If you need more time to complete your courses, please call us and you can purchase more time as needed, up to 4 more months.
  Thank you for giving us the opportunity to address your concerns. We value your business, and we are committed to helping you reach your goals.