Complaints

This profile includes complaints for Xcel Solutions LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Xcel Solutions LLC

  7700 Square Lake Blvd – Building 2 Jacksonville, FL 32256

• 

  Xcel Solutions LLC

  11655 Central Pkwy Ste 306 Jacksonville, FL 32224-2659

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:06/30/2025

  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 had accessed the course thinking I could afford it and take it and then was gohsted by the guy who reffered me to xcel solutions he never answered me back and now my moms sick and needs medicine and because I accessed the material they won’t give me my money back I had explained my mom is sick and I need this money to help her get her meds instead of spending it on the course and they said no I’m hoping to get a refund since the guy gohsted em and I won’t be getting a response from the guys that reffered me and I no longer want to continue the course so I can help my mom

  Business Response

  Date: 07/03/2025

  We are sorry to hear you are facing a difficult situation and understand your request for a refund. However, after reviewing your account, we found you are ineligible as you completed the course. As per our policy, once a course or package is accessed, it becomes non-refundable. Thank you for reaching out, and we wish you the best moving forward. 

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair 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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  ********

  
  

  
  

  
  

   

  Business Response

  Date: 06/25/2025

  Thank you for bringing
  these concerns to our attention. Customer feedback is taken seriously, and your
  time in sharing your experience is valued. We sincerely apologize for any
  inconvenience and frustration due to the inability to access your course or receive
  the proper assistance to resolve the issue. This is not the standard of service
  provided, and it is regretted that the experience did not meet expectations. I
  have refunded your full free of $99, which includes the cancellation fee
  discussed with Customer Service on June 17. Thank you for your time and we hope
  to earn your business in the future. 

• Initial Complaint

  Date:05/19/2025

  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 Xcel's Property and Casualty course in late 2023 for $400, specifically choosing them for their advertised "at your own pace" learning model, which suited my work schedule. Over the following months, I diligently completed 9 out of 19 chapters, even paying $200 in extension fees to accommodate my study breaks necessitated by working two jobs. However, upon logging in recently, I discovered that all my progress had been erased. I learned that **** had switched dashboards and, according to their website, any incomplete work before 12/31/2024 was lost.Despite customer service's claim of email notifications regarding this critical transition, I received no such communication. Their website also mentioned dashboard notifications, which I actively used. The representative could not provide proof of these emails and offered no solution other than repurchasing the course. My request to speak with a manager for a resolution, like a partial refund or credit, was denied. ****'s failure to adequately communicate this platform change and the resulting loss of my work directly contradicts their "at your own pace" promise and has unjustly cost me significant time and $600. I seek a fair resolution, including a refund or reinstatement of my progress.

  Business Response

  Date: 05/23/2025

  We sincerely apologize for the inconvenience that you have experienced regarding your Property and Casualty course. Upon review of your information, we can confirm that your account was migrated to the new dashboard in December of 2024, and notified of this action prior via email and via the student dashboard in your account. We understand this may be an inconvenience for you, but we are unable to reinstate your course progress due to regulatory requirements and restrictions. To assist in helping you continue your education, we are happy to add a new Property and Casualty course to your account at no charge as a refund is not available for this situation. You will need to restart this and complete it within 30 days. Any additional time needed would require a paid extension.  

  We appreciate your understanding regarding this matter. Please reach out if you have any additional questions or need assistance. 

• Initial Complaint

  Date:03/10/2025

  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.

   

  That took some training at Excel solutions and almost all of those reading and if you read for comprehension you're not going to remember enough of it to pass the test. There was some review videos but it was a light review of what was studied it did not cover a thorough review of what was studied. I passed the certification test for my state but it was only because I took the practice test over and over and over and over again. I did not learn the material well enough to pass the state exam to get my license in property and casualty. I want a refund because the training was an adequate there was no better than just reading out of a book. You cannot retain enough just reading in order to pass that test at least I can't. I want a refund.

  Customer Answer

  Date: 03/14/2025

  The complaint is this I did not get adequate training to prepare me for the state examination it was no more effective than reading a book it did not produce proper retention of the material so that I could pass the state exam I did pass a certification exam but that was only because I took the exam over and over and over and over again until I had memorized the answers to the certification exam otherwise I wouldn't have passed it either. I want a refund of my money the training was inadequate.

  Business Response

  Date: 03/14/2025

  Thank you for the valuable feedback provided. 
  
  Regarding your statement about the company offering video-based courses, we previously had a subsidiary that provided such courses, but that subsidiary was sold years ago. Your refund request was denied per our policy, as the course was fully completed, a certificate was issued, and the information was uploaded to the state. The P&C course primarily consists of reading materials rather than videos. However, you previously took the L&H course, which is predominantly video based. 
  
  We appreciate your feedback on the course. I will share your concerns with our Product department. 

  Customer Answer

  Date: 03/17/2025

  Dear *** I passed the certification because I took the certification test again and again and again and again until I memorized the questions and answers I did not know the material I only memorized the questions and answers and this insurance training is supposed to prepare me for the state exam which it did not it is inadequate and I want my money back

   

   

  Customer Answer

  Date: 03/17/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 23043253

  I am rejecting this response because:

  Dear *** I passed the certification because I took the certification test again and again and again and again until I memorized the questions and answers I did not know the material I only memorized the questions and answers and this insurance training is supposed to prepare me for the state exam which it did not it is inadequate and I want my money back

   

  Regards,

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

  Business Response

  Date: 03/24/2025

  We have processed your refund as agreed, and you can expect it to be reflected in your bank account within 1014 business days. Following this, we will be concluding our business relationship, as we have fulfilled the requirements outlined in the course you purchased.  We appreciate your feedback and understand your experience. Thank you for your time, and we wish you the best moving forward. 

• Initial Complaint

  Date:01/02/2025

  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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  ***** - ******* ******

  
  

  
  

  
  

   

  Business Response

  Date: 01/09/2025

  Thank you for the valuable feedback provided. 
  
  We reviewed your account as see you initially contacted us via email on 11/18/24 to request a name change to "***** *******" Our administrative team promptly updated your account accordingly. 
  
  On 12/19/24, you emailed us again to request another name change, this time to your legal name, "******* ******." At that time, the Team Member advised you to call our support team, as the name had already been updated once. Following this call, the Customer Service Representative you spoke with updated your name on the account as requested. 
  
  Given that our team fulfilled your requests at each step, we regret to inform you that we cannot accommodate your request for a 50% refund. We wish you the best in your educational journey. 

• Initial Complaint

  Date:12/02/2024

  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 call have to wait for over 40 minutes then am told to leave a voicemail. Unbelievably bad customer service. Want a refund but seems I'mpossible to do it. Sure yall do it on purpose. Should of known the life insurance field is just one big scam.

  Business Response

  Date: 12/10/2024

  Thank you for the valuable feedback provided. 

  First, I want to apologize for your experience.  Xcel Solutions has been in business since 2012 having served over one million students, with ******* plus every year. 
  
  Yes, your original call was not answered but when you called in again it was answered, and your refund was processed. Your refund was processed on 12/3/24 - please allow ***** business days for the money to reach your bank account. 

• Initial Complaint

  Date:09/30/2024

  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.

  I was on my 23rd hour of my course when i tried to log in the next day it said the wrong password , even though it has been the same password , it sends no link to my email or number and worst part is ive wasted like 4 days waiting when my course ends october 9th and i have to pay another $45 to extend the course, do they bug it out? also tried customer service and no help

  Business Response

  Date: 10/10/2024

  Thank you for the valuable feedback provided. 
  
  Currently you are in the Laws and Rules where you enter personal info.  When you enter personal info, such as Social Security Number, the system will auto-lock you out and you will be forced to reset your password. 
  
  On 10/10/24, I can confirm we made contact with you and were able to assist in resetting your password. 

• Initial Complaint

  Date:09/20/2024

  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 paid Xcel Solutions for an online course several weeks ago. The course is about preparing the *********************** exam. I completed the course with the provided intense reading materials and stimulator questions timely and passed the state exam Monday 9/16/2024. Sunday 9/15/2024, the day before the scheduled exam, extra 1200 exercise questions were added/loaded/popped up in my profile/account at their website stating that it won't cost me additional fees/charges and it will help me improve the opportunity of passing the state exam. Xcel Solutions called the said questions the **** courses on top of what I was originally paid and enrolled. Part of the state licensing process is that I need to prove the completion of said online course by filling the affidavit/certification to the state. Now Xcel solutions is holding my affidavit/certificate and refuse to release it because their website states that I did not complete said 1200 questions which requires 80% passing score. For your info, the state exam has 155 questions. It took me three hours. With 1200 questions, I would need to take my work days off to complete and that doesn't make any sense. Also Xcel Solutions places a deadline/expiration date against my account with short notes and I need to pay extra if I need to extend the materials. I emailed Xcel Solutions twice since Sunday. They don't reply. I called them three times last several days and was placed on extensive hold by their voice machine for 1+ hours each attempt with the longest one for 2 hours. It looks nobody is working in their backup office at all. It is ridiculous. I need the affidavit/certificate to move on my licensing/registration so that I can do insurance business at my workplace. Xcel Solutions should release the affidavit/certificate and send it to me right away.

  Business Response

  Date: 09/30/2024

  Thank you for the valuable feedback provided. 

  We are unable to release your affidavit and certificate due to the following requirements: 
  
  CA Insurance Pre-license Course - Required Study Hours 
  Life, Accident & Health 52 hours (includes 12 hours of ethics with Anti-Fraud Training) 
  Certification Information Requirement: 
  20 hours per line of authority plus 12 hours of ethics 
  
  As of 9/30/24 You have only provided 47 hours, 12 minutes 34 seconds. The next step is to finish the course and spend 52 hours within the course. After this your affidavit will be available. 

• Initial Complaint

  Date:06/03/2024

  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.

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:  it is not accurate. I did not keep company was a scam instill later. and I did say I was not happy with my experienc. 

  
  

  Regards,

  
  

  ***** ******

  
  

  
  

  
  

  
  
  attention to this matter."

  Business Response

  Date: 06/20/2024

  We have reviewed your experience with our company. Our representative received a call from you on 5/17/2024 to discuss the review course you had finished. You were concerned that it did not appear finished, but the representative assured you it was a one-time through course. 
  
  You called back on 5/31/2024 and sent an email requesting a refund on a course. There was no mention of dissatisfaction with the company you were with or us on the call. The agent confirmed you had finished the course and would not receive a refund.  
  
  Our school refund policy is listed on your receipt and the school website for your review. 

  
  Online Courses 
  -Starting from the date of purchase, students have 30 days to request a refund. 
  
  Livestream and Classroom Courses 
  -Students have until 3 days prior to class start to request a refund. 
  -Livestream and Classroom students who do not attend their scheduled class will not qualify for a refund. 
  -Students can swap to a self – paced online course if they no longer qualify for a refund 
  
  Exceptions to the Above 
  -Once the student has accessed, opened, or started the training material (ex. course, study tool, review, extension, etc.), the course/package is now non-refundable. 
  -Textbooks and shipping are non-refundable. 
  -Any refunds will be refunded less a $24.95 refund fee 
  -When applying a discount code post-purchase, any refund will be refunded less a $4.95 fee 

  Business Response

  Date: 06/28/2024

  Thank you for the valuable feedback provided. 
  
  I do apologize for any miscommunication.  At the time of the purchase, you signed our company’s Terms and Conditions which included the refund policy. At this point we are willing to severe ties and issue a full refund of the course only price of $149.00. We wish you the best of luck in your future endeavors. 

  Customer Answer

  Date: 06/28/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  ***** ******