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:11/27/2023

  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.

  August 2, 2023 I was sold the program under false pretense by an employee named *******************************. I was told by her Not just on this date but also a later date that there was no deadline or expiration date for my purchase. This proved to be a lie. This was the only reason I purchased it. I recently spoke with customer service several times who agreed to cancel and refund me. They held their end on the cancellation part. They keep selling me this dream that they requested a refund for me from their financial department. They also claim they have no control over when I receive my refund. No refund ever takes this long. It's their employee who was out here telling lies. And Everytime I call they make it seem as if I'm asking too much. When I spoke to the girl ******* earlier today, 11/27/2023, I was even hung up on. I just want my money back. And also they told me they would investigate the sale phone call and get back to me after they twice suggested I may be lying. No one ever reached out to me to express apologies for the fact I was right, and their employee lied straight through her teeth. They swept it under the rug, canceled my purchase, and have yet to refund me

  

  Business Response

  Date: 11/28/2023

  Hi Mujaahid -

  Thanks for the opportunity to review your complaint.

  After listening to the initial enrollment call, and to address some of your concerns, here is what I uncovered:

  1. The enrollment rep did not mention anything about a deadline or how long courses are valid. 

  2. However, she did mention a few times on the call that you could probably knock the course out within 30 days.

  10/3/2023 - You called and spoke to the enrollment rep asking why your account was locked and you were told it was locked for non-payment.

  We listened to your call with ******* as well. It sounded like the call was dropped. ******* was in the process of explaining about the refund and how she was waiting for Finance to complete the process, but there was no reply.  Since ******* didn't hear anything, she disconnected the call.

  Since then, I have reached out to accounting and they are processing your refund today. Sorry for any confusion. Thanks. 

• Initial Complaint

  Date:11/15/2023

  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.

  requested information from this business and decided not to proceed with their program. they have harassed me with calls and texts for almost 6 months now. i've blocked their texts and call multiple times but they keep calling me and sending me automated texts from a new number each time which affects my phone bill. i've told them multiple times to stop contacting me and they still won't stop.

  

  Business Response

  Date: 11/17/2023

  Hi *****

  Thank you for the opportunity to review your complaint.

  We received your request to unsubscribe from future emails (11/14) and texts (11/15) and we have removed you from our lists. Sorry for any inconvenience.
  
  Have a wonderful Thanksgiving.Cheers!

• Initial Complaint

  Date:11/08/2023

  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.

  Earlier this year, approximately march/April 2023, I was incarcerated at ********************************** in ****** **, where I had my childs mother process my certification personal trainers correspondence course by credit card, from international ****************************** association. Back in July/august I submitted finally exam through ************* post office in Colonie, ** ************** mall., And have yet to receive my certified personal trainers certification. I have made several attempts to contact ISSA & request my money back but to no avail. I want my $500 refunded.

  

  Business Response

  Date: 11/09/2023

  ************** - 

  We are unable to pull up your account using the name, phone or email you've provided here. If there was a different email and phone # used at the time of enrollment, please provide those, so I can research your account. Thanks for your help.

  Customer Answer

  Date: 11/09/2023

  Account was opened by ************************* paid by credit card

  

  Business Response

  Date: 11/13/2023

  I'm sorry but nothing comes up under the name - **************************

  Can you please send me her email address and phone #? I will look them up that way. Thanks.

  Customer Answer

  Date: 11/13/2023

  ************************;

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

  

  Business Response

  Date: 01/12/2024

  Hi **************** -

  I want to help you, but we don't show any record of a purchase from you or your son in our system.

  Is it possible you used a different email address other than the one you provided here? If a different name, email or phone was used at time of purchase, I will need that in order to pull up the account. Please let me know. Thanks.

  ************************;
  ************************

• Initial Complaint

  Date:11/07/2023

  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.

  Im not surprised to see the complaints on here. Im from ****** I have applied to several locations after finishing the personal training and ***. Good Life gym, lifetime gym, orange theory Gym, LA Fitness. Wouldnt hire me due to the certification not being recognized. ISSA sold me their certification only because they stated it was internationally recognized. To be that is a breach of their contract Agreement. You dont advertise that you are accepted internationally if that isnt the case. None the less I told ISSA that Im willing to pay for the *** and PERSONAL TRAINING course in full but they have refused. Saying Im past cancellation period of like 1 week? Perhaps two? Meanwhile, I would never know what the course isnt accepted here in ****** until completing it and interviewing for jobs and getting feedback. I have called the company many times and received calls from their team asking for the full amount for a package that I didnt use, and cant use. Im forced to take another course that is recognized in ******? They refuse to accept payment for the two courses I took as I no longer what to take courses with a company that no one is recognizing when Im applying for jobs! I have asked for managers and given no solution. Any company that is stringent on settling or letting people walk away because they are dissatisfied with the program is proof of what kind of company this is. This is an online course. And their contract that they make you sign is designed to choke-hold you right when you may realize its not for you. They have a guarantee on their website 100% job placement guaranteed. We guarantee you will be a working personal trainer within 6 months of certification. We will refund your course fee in full if you do not receive a job within 6 months of certification. In this case they owe me a full refund of what I have paid and tell me that the only way I could proceed is to pay in full when I couldnt even get hired. Not an honest company.

  

  Business Response

  Date: 11/08/2023

  Hello Shaena - 

  We never like to hear that anyone is unhappy with their experience at ISSA, so thanks for the opportunity to review your complaint.

  In this particular case, we'll need to collect a few more details from you before we can move forward.

  In hopes we can provide you with a satisfactory solution, please submit any formal documentation you have from gyms you've applied to who have said they do not accept ISSA CPT/CPR certifications. We'll need to review those before doing further research and before making any final decisions.

  Thanks so much for your help.

   

• Initial Complaint

  Date:10/25/2023

  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.

  Previous email sent to ********* office for your county.
  A alleged breach of contract occurred for misleading me, international student of ISSA online ******* national, in advertising ISSA qualifications to be fully portable internationally I have written evidence for instead. (2020). ISSA failed to plan systems of portability by ** REPS standards to then attempt unsuccessfully to reach a portability agreement a posteriori with ****** ** when I complained about in in 2020, whereby ****** ** listed me as unqualified on their official PT ( personal trainers) website in spite on my existing professional experience and ** insurance with ** underwriter.
  2023… ISSA agreed to FULLY refund all of my costs for the course I invested in (6 ) over $****
  September 2023 ISSA failed to fully refund the whole amount but only refunded the lower of the two amounts leaving $*** partly outstanding.
  ISSA requested **** current account details as they claimed they no longer had my credit card account details.
  **** provided.
  ISSA then proceeded to refund by nominal amounts of under $1 on my credit card which they stated they no longer had details for therefore also holding credit card details without my knowledge and consent.
  Complaint to ** REPS no reply October 2023. Two complaint emails to ISSA no resolution to my query as to why they are holding credit card details stating they did not and why did they not fully refund on the requested current account as demanded by them.
  
  I wish to lodge a complaint with a view to have compensation having lost 3 years of income partly due to them partly to ******.
  
  ISSA online does not have a ISSA specific accreditation path. Nor CPT specific CPD courses ( for the whole duration of my being a student , 2 and a half years) but have hidden behind the NCCPT without being members of ** REPS , ** REPS states ISSA chose .. not to be part of US REPS but advertises international portability of their courses.
  
  My correct postal code is: *** *** 

  

  Business Response

  Date: 10/27/2023

  Hi ******** -

  ISSA sent you the following refund email on August 29, 2023 (see below). You agreed to the terms of this email on August 31.

  As mentioned below, once your refund was processed and finalized, ISSA considers this case officially closed and any further litigation or communications rendered moot.

  There is no further action to pursue.

  Best of luck!

  Good
  afternoon, ********.  Thank you for your patience as we considered your
  most recent correspondence and request.  Based on further discussion with
  our Leadership team, the Company has agreed, in good faith, to honor a full
  cancellation of the courses and certifications you had previously purchased and
  refund you in full for such purchases. We will process a full refund in the
  amount of $********.  

  It is important to note that once the refund of $******** is processed, your
  courses and certificates earned will be deemed null and void, and you will no
  longer have access to such courses or certificates moving forward. The
  certification previously earned will be voided and no longer exercisable. 
  Lastly, once this refund is processed and finalized, we will consider this case
  officially closed and any further litigation or communications rendered moot.
  
  While we stand firm in our disagreement with your contention that there was a
  breach of contract based on the portability of the ISSA certification(s)
  internationally, we do certainly apologize for your general frustration(s) and
  lack of satisfaction with the ISSA, and we would have much preferred a more positive
  resolution and outcome.  That said, we wish you the very best in all of
  your future endeavors moving forward.
  
  Please respond to this email noting your acceptance of this settlement
  offer in order to move forward with the refund processing.  Please also
  provide your updated banking information in order to process your refund in the
  amount of $********.  

• Initial Complaint

  Date:10/18/2023

  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 subscribed to take a fitness class,as I was bored.My Mom got sick with dementia, so I couldn't take the class.I called them,15 days later,and was told I was liable per agreement.I canceled my Direct Express card.I thought It was over.The next month somehow they got my ********** Information, and took ***** out 3 times. That Is Fraud.I WOULD LIKE THEM TO LEAVE ME ALONE,AS I'm 62.And give me *****, 3 times please,by check. Sincerely ***************************

  

  Business Response

  Date: 10/24/2023

  Hi ***** - Thanks for the opportunity to respond to your complaint.

  Here is what I learned.

  12-17-22: Student enrolled in the *** (LLE) and Nutritionist courses on 12/17/2022 (for $1 down)

   1-10-23: First documented student contact requesting to cancel and student was informed of the 7-day cancelation policy and was offered alternate assistance, but became angry and told Success Coach to cancel his account, before hanging up.

  ISSA's Student Success and ***************** Services (SFS) teams received tickets from ***** on 1/14, 1/17, 1/18 and 1/19 requesting to cancel noting in one email that he was 'going to jail for an extended period of time' and in another that he was 'sick,' but was again informed of the cancel policy and that he could not cancel, and was offered alternate assistance via payment mod and/or course exchange.

  1-24-23: Student submitted ticket to ***************** Services (SFS) again requesting to cancel, stating that he was having both knees replaced, and was again informed of the cancelation policy.

  Feb 2023: ***** reached out a few more times and was given the same response. ***** made no further contact with ISSA after Feb., but countless collection calls were made by ***************** Services (SFS) to ***** with no answer.

  After reviewing all of *****'s pertinent information, it seems as though he reached out to cancel almost one month post enrollment, and used a number of different reasons to do so. Each time, he was informed of the policy and alternate options, but did not wish to entertain any of those options. 

  It also seems as though we've only attempted to collect money on one credit card...which was the card he used to enroll with. 

  Based on the information above, ISSA can't cancel the course or issue a refund. However, we have a team of Success Coaches available to help ******************* through course materials and hope we can assist ***** in achieving his fitness goals. We are happy to help! Thank you.

• Initial Complaint

  Date:10/09/2023

  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 was looking to renew a personal training certificate and was directed to buy a new course instead of paying a 99$ renew fee. The course was 1000$ instead. They denied a refund for 900$ And was lied to about the amount and told it was 1000$ every two years. When their website says it 99$ to renew every two years. I purchased this course on Oct. 6th 2023 Attached are the receipts from 2021 and 2023 where the 2023 receipt should have just been a renewal instead of another 1000$

  

  Business Response

  Date: 10/24/2023

  Hi ****** - Thanks for the opportunity to review your complaint:
  

  Here is what I found out:
  4/21/2023 *** due for renewal/re-certification
  10/6/2023 ****** re-enrolled himself online into the *** course and has made one payment so far in the amount of $87.91 toward the full amount.
  10/7/2023 ****** called ISSA and spoke to an Enrollment Advisor about his *** final exam and he ended up enrolling into the Nutrition course. ****** has made one payment toward the Nutrition course so far in the amount of $56.
  10/9/2023 Dawson called ISSA after realizing he had made a mistake. All he needed to do initially was to renew his *** Cert, not re-enroll in the course again.
  ****** paid his renewal/re-certification late fee ($50) and his certification has now been extended until 10/9/2025.
  
  Because ****** did not need to re-enroll in *** again and just needed to renew his *** certification, ISSA will apply the first payment amount of $87.91 towards his Nutrition course and cancel the *** course to prevent future payments.
  ****** already completed the Nutrition course which he will continue to pay for per his payment plan.
  
  We hope this is a satisfactory solution.

  
  

• Initial Complaint

  Date:09/26/2023

  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 signed up for their online personal training program. I was told that there would be support in place to help me through the program. I have a learning disability and I discovered that I cannot be successful in this online program. I am unable to learn in this format. The program has not offered any solutions that would support me in being successful. I have asked to discontinue the program and they have refused. I am not asking for a refund on the funds I paid, but I would like to discontinue the program and stop the payments.

  

  Business Response

  Date: 09/28/2023

  Hello ******

  Thanks for the opportunity to review your complaint. Here is what we found.
  

  May 19, 2023 - Purchase Date
  

  May 23, 2023 A welcome call was completed. Student Success spoke to ****** offering to help him get started with his course. ****** had no questions at that time, but he appreciated the call.
  

  Payments - ****** has made payments through August and is now past due in September ($86.36).
  

  September 8, 2023 ****** emailed the Student Success Team requesting to cancel. He was told he could not cancel because it had been nearly 4 months since his purchase and ISSA has a 7-day cancellation policy.
  

  September 26, 2023 - ****** spoke with ***************** Services stating that a previous ISSA rep had told him he did not have to pay. There is nothing notated on the account alluding to that. ***************** Services informed ****** that due to ISSAs 7-day cancellation policy he could not cancel and would continue to be charged monthly.
  

  September 26, 2023 ****** filed a complaint with the BBB saying that there is no support to help him through the course.However, ISSA has not received any support requests from ****** via chat, email or phone other than his request to cancel.
  

  Although ISSA cannot cancel Ashtons courses, we do have a large Student Success team in place to help support him through his course journey. The team is happy to work with ****** and help him successfully complete his courses as he initially intended.
  

  We encourage ****** to reach out to our Student Success Team by calling ************, Monday-Friday, between 6am-6pm (******* Time),so we can help him reach his fitness education goals.
  

  Thank you!

  Customer Answer

  Date: 09/28/2023

  The accomodations that have been offered are extending my time to complete the course. 

  

  Business Response

  Date: 09/29/2023

  ISSA maintains our previous position.

  Thank you!

• Initial Complaint

  Date:09/08/2023

  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 joined this school and was completely misled I every way . I want my money back and they told me verbally if j didnt want to proceed I could get it back *********** is not hands on and iness supposed to have access to live trainers.They also didnt mention that you had to be. Nationally certified to get any opportunities and this school is. Not recognized like some of the other ones I wound never have joined if I knew I was not gonna get a live trainer as I have injured myself Trident figuring out if Im doing it correctly . II want my Money band and Im trying to resolve prior to notifying my credit card company

  

  Business Response

  Date: 09/14/2023

  Hello ***** -
  

  Thanks for the opportunity to respond to your complaint.
  

  Here is what we found after further review.
  

  3/22/2023  Enrollment Date
  
  5/2/2023  You spoke to a student success coach requesting to cancel, explaining that I didnt do my due diligence. And now realize this certification is not for me for various reasons as I am a hands on person. I also didnt realize the difference between ISSA and NASM.
  The success coach explained that they could not process a cancellation, because it was far outside ISSAs cancellation policy which is 7-days from enrollment.
  
  You mentioned that you wanted a hands-on experience. The coach suggested our CPT Live Bootcamps as well as connecting with one of ISSAs education coaches for any specific questions you might have on the course related material.
  
  6/21/2023. You called and spoke to one of our student success coaches. At that time, you were given a 3-month course extension for FREE which gave you six months to complete the course instead of 3. This was the last contact we had with you until receiving your BBB complaint.
  
  After listening to the initial enrollment call, the advisor read the enrollment agreement which you agreed to. It was explained that all sales were final after 7-days from enrollment.
  
  I didnt hear anything on the call that would indicate you were misled or told that you would receive a full refund if you didnt want to proceed with the course.
  
  Based on the information above, we are unable to process a refund. However, we do want to help you complete the course you purchased so you can achieve your goals.
  
  Our student success and education coaches are available at ************** (option 3) from 6am-6pm,Mon-Fri (******* Time) and are happy to assist with any questions you might have. If you need help by modifying your payment plan, please reach out to ***************** Services at the same number above (option 2).
  
  Thanks so much *****.  
  

• Initial Complaint

  Date:08/06/2023

  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 purchased online yoga teacher certification for my girlfriend and I, and I've been paying $159 per month for each of us. However the course videos, which are the main form of teaching the course, do not properly load. They consistently lag, so much to the point that it takes double the amount of time to get through a video than the actual video length. It's not possible to watch them and learn. Both my girlfriend and I have done everything ISSA said to have the videos load properly, including clearing our browser history, cache and cookies, and uploading new browsers ******* Chrome), and still nothing works. I've contacted ISSA multiple times and they just keep saying "everything is working fine." It's not. The course material itself is also beyond subpar, but if the videos at least worked I would bite the bullet and just do it, but I can't. I've put a hold on my payment and explained all of this to them telling them to stop payment and refund me, but of course they won't, and instead are telling me they are sending me to collections. It's unacceptable. And I'm not surprised to see logging onto BBB.org that their rating is so terrible. At this point if I can't have a refund, then I would at least settle for not being billed any longer. I have already paid for half of the course ($1,100) and have $1,200 left. Thank you. I should note, I have taken a personal training certification through ISSA before and it was fine, and since it was fine I paid in full. But this course with all the video glitches is just not acceptable. And I should not be forced to pay any more. Thank you.

  

  Business Response

  Date: 08/14/2023

  Hi ***** -

  Thanks for giving me a chance to research the situation.

  It look like we had some tech difficulties with the videos, but I'm told that they have all been resolved now. Would you be willing to try again and see if they ***************.

  We apologize for this initial problem and are here to support you through the course however we can. Thanks.

  Customer Answer

  Date: 08/14/2023

  Hello,

  I appreciate your response, however I do not want to continue with the service. I have been told 2 - 3 times before that the videos were working fine, when in fact they were not. It's also curious to me that on all my other correspondence with the Student Success Team no one ever admitted that there had been an issue. I'm not at all satisfied and I do not trust that the videos will work well, and since we (me, ISSA and the BBB) all have each others attention, I'd rather discontinue the service now rather than risk moving forward only to have to go through this all again. As originally requested I would like a refund and cancellation of service and for the emails and phone calls for payment to stop (to be clear this effects two accounts: one under *********************** (mine), and another under ******************** (my partners)). I thank you very much for you attention.

  Regards

  *****