Complaints
Customer Complaints Summary
- 26 total complaints in the last 3 years.
- 18 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/25/2025
Type: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 BBB,I am writing to express my deep dissatisfaction with my recent experience with ACE Fitness regarding my group fitness certification exam. I have invested nearly $300 in this certification process, dedicating months of diligent study and preparation. As a single mother on a fixed income with a child who has special needs, this was a significant financial and personal investment for **** chose the virtual exam option, believing it would be convenient and appropriate to complete from my office, since this certification is for work. However, I was not prepared for the stressful and invasive process that ensued. The ******* demanded that I remove everything from the walls in my shared office space and unplug three landline phones, which was incredibly disruptive and stressfulespecially as I had to enter other peoples workspaces without their presence to comply with these requirements.Despite my thorough preparation, I narrowly failed the exam by just eight pointsless than two questions. I passed all chapter tests and multiple practice exams, which makes this outcome particularly frustrating. Now, I am being asked to pay an additional $199 to retake the exam, which feels like an unfair barrier, especially considering the setup seems designed to make passing difficult unless I purchase more study resources upfront.Given these circumstances, I respectfully request that ACE waive the retake fee so I can take the exam at an in-person testing facility, where I believe the process would be less stressful and more fair. Additionally, I would appreciate access to the additional practice tests as a courtesy, to help me prepare adequately and avoid any issues during my next attempt.I hope that ACE will consider my situation and provide a fair resolution. Thank you for your attention to this matter.Sincerely,*****
Business Response
Date: 07/30/2025
ACE has contacted the customer regarding this complaint.Initial Complaint
Date:06/25/2025
Type: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 an online certification program from ACE (American Council on Exercise) and completed the course. However, I am unable to take the final exam because it is not available in Russian, and the company does not permit the use of translators or language accommodations.I was not informed clearly during registration that there would be no language options or translation support, which is critical for international students like myself. I requested a refund or a language accommodation but was denied both. As a result, I paid for a program that I cannot complete through no fault of my own.I am requesting a full refund or the ability to take the exam with reasonable accommodations.This is an issue of accessibility and fairness, and I hope the BBB can assist in resolving it.Business Response
Date: 06/26/2025
ACE has reached out to the customer and offered a resolution.Initial Complaint
Date:04/28/2025
Type: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.
Had exam scheduled on 4/26/2025. Due to car issues, called the merchant to have my exam rescheduled. All they said was the other side of the business is closed and will reach out on Monday after my exam would have been voided. The merchant did not conduct themselves in an ethical manner given the situation and was unwilling to accommodate me to avoid any issues with my exam.Business Response
Date: 05/01/2025
ACE has reached out to the customer and offered to resolve the issue at hand.Initial Complaint
Date:03/25/2025
Type: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.
Paid them over $600 for a product that does not load and locks me out. Weeks of waiting for email reply to have the issue persist. I cannot access the material's I've purchased access to. They take weeks if not a month to reply and even longer they've said to process a refund. I'm waiting ************************************************************* general seems very uncaring about you losing out on hundreds. Please just give me my money back, I can't even use your platform, book, etc.. Feels like a scam honestly. Do yourself a favor and stay away from this company :(Business Response
Date: 05/19/2025
The customer confirmed that he would like a refund on 3/19/25 and the refund was processed back to his original payment method on 3/27/25.Initial Complaint
Date:02/28/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have reached out multiple times via emails, phone calls, and chat regarding an issue with a course I am taking. I pay monthly for their services. It has now been over two weeks without resolution. ******** assured me that this issue would be fixed within a couple of days, but it does not appear to be resolved.Additionally, ******** offered to extend my certification until the end of March, but this extension is not reflected on the site.I am extremely disappointed by the lack of response from ACE and would appreciate immediate clarification and resolution.Business Response
Date: 03/10/2025
We have contacted the customer regarding the issue and are actively working with them to find a resolution once the course is complete.Initial Complaint
Date:02/28/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been trying to reach ACE with questions about renewing my certification (which I have held since 2019 and have renewed every two years since). I have tried the chat only to be told by the automated system that there is no one to help me. I have called only to hear that there are no representatives available to help me. I have left voicemails that have not been returned. I have emailed that have not been acknowledged or returned. I have messaged them on Facebook with no response. They have shut down the ****************** on Facebook and are not allowing comments or posts to be made there either. Where is the customer service? They certainly have no issue taking my monthly payments, and I see that their main Facebook page is still active, so what is the issue here? I also see that I am not the only one who is having these issues. No longer proud to carry the ACE certification and am looking at other reputable, credentialed companies.Business Response
Date: 03/03/2025
ACE has contacted the customer to provide support regarding her inquiry.Initial Complaint
Date:01/17/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have reached out to ACE by phone 3 different times and left messages twice during business hours and I have emailed them and no one is EVER available nor do they respond to emails or return calls. I've attempted to use the chat assistance many times and the chat hangs up on me when I select the subject matter; once when I selected a different subject matter it gave me this message: Sorry, all of our agents are offline! Please feel free to contact us over the phone at ************. We appreciate your patience! I tried contacting on the phone and no one is EVER available! Does anyone work there anymore??? I need assistance and can't talk to anyone (yes, I've searched their website and it does not help solve my issue.)Business Response
Date: 01/21/2025
ACE has reached out to the customer to seek further clarification regarding their complaint.Customer Answer
Date: 01/21/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***** *********
Initial Complaint
Date:12/28/2024
Type: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.
1. Personal Training Certificate paid and completed 2017 2. Communicated 2020 and agreed upon a grace period to keep my certificate active based on having acquired NCBTMB Stretch Practitioner certificate 3. Continuing education to maintain Personal Training Certificate paid and completed December 2021; Nutrition Specialist program 4. Continuing education to maintain Personal Training Certificate paid and completed December 2023; Corrective Exercise Specialist program Visited my ACE account in October 2024 and discovered that my certificates were somehow removed and my personal training certificate now shows as having expired 2021 Have been emailing and attempting to receive a phone call ever since, but no one is helping and they refuse to call me back or acknowledge my requests for a phone call.Business Response
Date: 01/06/2025
ACE has reached out to the customer regarding this complaint. We have addressed her concerns and offered her options moving forward.Customer Answer
Date: 01/06/2025
The responses of the American Council of Exercise have completely disregarded my requests for an actual investigation into my account and past communications with them regarding the maintenance of my certification status, as well as my many requests to receive a call back in attempt to resolve the problem over the phone with both parties (myself and ACE) looking into the history of my account. The ********************** are treating this as a small matter, when in fact my career and livelihood are at stake. I paid for and completed these certifications and continued education courses, and communicated with their representatives in order to maintain active status since 2017. My account should reflect that. They should be investigating, not just telling me that I have to pay to recertify and ignoring all else.Business Response
Date: 01/13/2025
The American Council on Exercise (ACE) is currently working with the Complainant to amicably resolve the allegations presented, as well as investigating the substance of the grievance. ACE denies any wrongdoing and reserves the right to supplement and/or clarify any purported issues with respect to this customer.Customer Answer
Date: 01/23/2025
emailed saying they would finally honor my request to speak with a representative and finally resolve this issue, but I still have not received that call and it has been a week since their promise to call.Initial Complaint
Date:12/22/2024
Type: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 want to discuss a refund. I emailed and someone will get back to me in 2-3 days. Call there number and no agents available or chat says agent offline. This has been going on for 2 months.Business Response
Date: 12/27/2024
Thank you for reaching out. As of today, we have not received the materials back at our warehouse. On November 7th, instructions for returning the materials were sent to you, and the email you sent on December 18th was responded to the same day, advising that we had not yet received the materials and cannot process a refund until the items are returned.
If you have already returned the materials, please email ***************************************** with the tracking number for your shipment. This will allow us to investigate further and work toward resolving the issue for you as quickly as possible.
We appreciate your patience and understanding in this matter and look forward to assisting you.Initial Complaint
Date:11/15/2024
Type: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 see that ACE has rules their personal trainers have to follow. But how can I file a complaint? A personal trainer is seriously violating rules, and when I try to call and chat with ACE no one is available. I need contact with info on how to *** a complaint and how long the complaint process takes, as well as if I have to identify myself in the complaint. I am now scared of the trainer, but all things he's done is easily seen via social mediaBusiness Response
Date: 11/25/2024
ACE has reached out to the complainant and provided details regarding the formal complaint process.
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