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:07/29/2025

  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.

  We were told by the sales rep that if you did not pass the exam within 30 days they would refund the fees. This is the only reason we went with this company. Buried way down on their website is the requirements for obtaining the refund. My son studied for a solid 30 days went to take the exam and did not pass. I called in and they said he started but did not finish one of the two of the required practice exams with a high enough score. He got the certification and got above 70% on the quizzes. I view this company as deceptive and not truthful. I view this company to be a scam.

  Business Response

  Date: 07/31/2025

  We apologize for any confusion regarding the Prepared to Pass Promise Policy and hope to better clarify the situation. Here is a direct link to our Pass Promise Policy As you were advised when contacting support, the requirements for eligibility were not met to receive a refund of the package and additional support if the exam was not passed on the first attempt. According to your account, the Exam Simulator portions were not completed. This simulator process provides a safe, realistic environment to practice and prepare for high-stakes exams, which can boost confidence and improve performance. Students must also achieve 85% or better by the 2nd attempt of the final Exam Simulator as this will show preparedness for the exam. As these simulators were not completed, there is no eligibility for a refund. We are happy to offer you a 15-day extension to continue studying though access to the pre-licensing chapter exams would not be available since they have been completed. You would be able to take the prep review exams and simulators as often as desired to prepare for the state exam. I hope this helps get you better prepared for the state exam, and we wish you the best of luck in your educational journey. 

  Business Response

  Date: 08/06/2025

  We apologize for any confusion regarding the Prepared to Pass Promise Policy. As a courtesy, we have refunded your course payment; please allow 7-10 business days for it to appear in your account. We wish you the best of luck going forward. 

  Customer Answer

  Date: 08/06/2025

  [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,
  

  
  

  
  

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

  
  

  
  

  
  

   

• Initial Complaint

  Date:07/17/2025

  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 a study program from XCEL Solutions for the ***** Life insurance exam, but was never able to access the study material due to an *** error on the server when I tried to access the training following their instructions. Twice I purchased extensions on advice of support because they said the issue was resolved. Like several others I tried clearing my browser, using a private browser window, several different browsers. Sometimes I would get access for a few minutes and then it would error out. I just want a refund for a product that they have never delivered even though I paid for it three times. I'm done.

  Business Response

  Date: 07/22/2025

  A review of your account shows that the ***** **** * ****** course was purchased on February 18, 2025, with the first access attempt made on March 17, 2025. On March 21st, you were informed by support that the course had expired; instead of purchasing an extension on March 15th, you purchased a new course for the same product with a discount code. A courtesy 30-day extension was offered for $19.95, reduced from the standard price of $44, due to the misunderstanding. You confirmed account access during this support interaction. On July 16th, a third party contacted support on your behalf regarding an additional extension and received a promotional discount code, but no extension was purchased. This course is currently expired. There is no eligibility criteria met for a refund, and no account access issues were reported during communications with customer service. We appreciate your feedback and wish you the best of luck in your education. 

  Customer Answer

  Date: 07/26/2025

  
  
  

  [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: ********

  
  

  I am rejecting this response because:

  I did get temporary access while in contact with the support team, but this never lasted for more than an hour.  They obviously think the issue is resolved as soon as I got access, as did I.  But I was never able to maintain access to the course for long enough to complete the learnings.  Please see the attached images for evidence of the errors that were thrown by your systems that were preventing my access.

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 07/31/2025

  Thank you for your feedback and refund request. We found no previous support communications about login errors. Our records show you first accessed your course just before expiration, then purchased a new course instead of an extension. We previously allowed you to continue your original course at the extension price. On May 22, you purchased another new course but did not complete it before it expired. Both courses are now expired. As a courtesy, we will extend your May 22 course by 15 days. If you need more time, an extension costs $44.95. For any access issues, please contact support for assistance. Thank you and best wishes in your studies. 

• 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.

  The whole entire day today I have been getting the same error messages and I have cleared my cache, restarted my modem and tried to log in on different devices that I was able yo log in on previously.
  
  The only time I was able to log in was after resettling my password (which I already did twice today) and within a few minutes of being online, I got automatically kicked out and received the same error messages and message about my session expiring, when the course doesnt expire for another 2 weeks.
  
  There are SEVERAL other customers that have had the same complaints online with log in issues with this website/company. I honestly think this is a way of scamming customers into having to pay extra for course extensions because it seems to be an ongoing problem.

  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. 

  Customer Answer

  Date: 06/25/2025

  [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,
  

  
  

  
  

  ********

  
  

  
  

  
  

   

• 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.

  I tried to take property and casualty training at Excel solutions because I had a good experience with them a few years ago in life and health but that was because they're training was video based. When I took training this time it was mostly reading and I could not retain the information I passed a test that had to do a certification but only because I memorized the questions because I took the test so many times many many times. I cannot pass the state exam with this kind of training that I got from Excel solutions and I want my money back. Simply reading is not going to cause you to retain enough information to pass that test and reading is mostly what this study course was about.

  Customer Answer

  Date: 03/11/2025

   

  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.

  In the past this company has been a lot more effective, now that I really need assistance they are being unreasonable and on top of that I paid $45 for a 30 days extension on my course that now I cannot keep studying due to the issues in my account.
  
  I have been trying to have my name fixed and I cannot do it on my end and they refuse to do it over the email and over the phone there is always a cue with another15/18 people before me.
  
  All I need is my name to be fixed so I can move forward, in addition I want a refund of 50% of what I paid since I haven't been able to move forward due to their horrible customer service.

  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. 

  Customer Answer

  Date: 01/13/2025

  [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,
  

  
  

  
  

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

  
  

  
  

  
  

   

• 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.