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:03/04/2025

  Type:Billing 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.

  My daughter finished her classes, got the 24 credits required for graduation. I applied for her graduation, paid $100 for her diploma. 2 weeks later the academy still hasn’t sent her diploma that I paid for and added another class, a class she has already taken through the academy. I’ve called them and they are giving me the run around. My daughter has completed every course on her curriculum that the academy gave her, allowed me to pay for her graduation, and 2 weeks later throws this at me, giving me no answers. I just want my daughter’s rightfully earned diploma.

  Business Response

  Date: 03/11/2025

  Thank you for notifying us of this complaint. At Acellus Academy, we prioritize student success and family satisfaction. Upon review, we found that the student had not met graduation requirements at the time of the complaint. Our support team contacted the customer and worked out a resolution.

  Customer Answer

  Date: 03/11/2025

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:02/13/2025

  Type:Billing 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.

  On Feb 3rd our information showed my son had completed the necessary course information for graduation. We applied for graduation. On Feb 7th we received a denial notification from Acellus stating "We have updated & returned the Education Plan so you may view the missing credits. A list of the additional courses required for graduation can be found under the "Progress Toward Graduation" section in your parent account." However, when we attempted to login we could not as his enrollment was removed by Acellus. We had to pay an additional $18.41 to re establish his account. After we re established his account we discovered Acellus had removed all of his transfer credits from his progress towards graduation. Since then we have received little to no help to remedy the situation or even discover why his graduation was denied in the first place. Their customer service team is very hard to get a hold of. For years if you call you are put on an absurd hold time and when you leave a voicemail it takes days for them to return the call. If you email them it also takes days for a reply and they just send you to their website were no answers are available for our specific requests.

  Business Response

  Date: 02/20/2025

  Our staff contacted the customer and worked together to achieve a positive resolution.

  Customer Answer

  Date: 02/20/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:01/16/2025

  Type:Customer Service 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.

  My child is enrolled in Acellus Acadamy for home schooling. They have her name incorrect and have called since August of 2024 until today to get a name correction. I have sent them requested documents only for them to return the same email again, requested documents again. I have called numerous times, and they say "a manager will take care of it" when ask what the managers name is, they can't provide one. I only want the first name corrected on her school documents to avoid any confusion when she enrolls in college or other schools

  Customer Answer

  Date: 01/17/2025

  I received a call today from Acellus School and the name change was corrected today.  Good Work BBB!  Thank you for your assistance!

• Initial Complaint

  Date:01/15/2025

  Type:Billing 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.

  I enrolled my daughter in Acellus Academy in September of her 12 grade year. We filled out the application which asked what school she was transferring from. She was enrolled with Acellus from September 2023- October 2024. My daughter transferred from her highschool to Acellus after doing 3 years there leaving her junior year with a 3.5 GPA. She's finished at Acellus with a 4.1 GPA. Her original graduation year should have been CLASS OF 2024. Once completing her required courses to graduate we paid for her Diploma in October and waited for it to be mailed in. In December we received a email from Acellus Academy saying that my daughter didn't graduate because they never received her transcript from her previous highschool. So I go to her highschool and our school board office trying to get a copy of my daughter's transcript sent to her new school. I was told by both that Acellus Academy is supposed to contact them and request it. That all they have to do is request it and it would be sent right over. So I contact Acellus Academy and they get really offensive. Trying to place blame on me. Saying that it was my responsibility to request that they contact her old school for a transcript but they had my daughter enrolled in highschool with them as a 12th grader, and taking my monthly payment without so much as a email about a transcript. I got emails if my payment was late but not about my daughter's credits. They were really rude when I called. Telling me that they are a tuition paid private school but I didn't get that from their customer service. After calling and explaining my situation I was told that I needed to email a request for them to request her transcript. I did what they asked me sent a request via email. After complaining and sending the request via email. It's been over a week and no one has contacted me back from Acellus Academy. She won't have 2024 on her Diploma. She's been accepted into college, has had her interview but can't start do to this school

  Customer Answer

  Date: 01/21/2025

  Acellus Academy has reached out to me and resolved the issue.

• Initial Complaint

  Date:01/14/2025

  Type:Billing 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.

  On 01/02/2025 and 01/03/2025, Acellus was sent 3 recommendation forms to be completed and sent back to our son’s prospective high school. I sent them an email to follow up with the request on 01/03/2025 and got a response from ****** ***** on 01/13/2025 refusing to complete the recommendation forms under pretense that my son has not been enrolled for a year and has not completed his courses. These forms are required from his current school. My son has been enrolled since August 2024 and has completed more than 50% of his courses. As such I do not understand the refusal. I called customer service on 01/14/2023 and they offered no acceptable resolution. The customer service rep suggested an enrollment verification letter or getting the recommendation letters from my son’s prior school which does not meet the requirement of his prospective high school. The refusal to complete the recommendation forms is denying my son access to his prospective high school. I also sent Acellus an email on 01/14/2025 and submitted my complaint to them on their website but no resolution.

  Customer Answer

  Date: 01/16/2025

  Please close complaint #******** It has been promptly resolved in a satisfactory manner. Thanks

• Initial Complaint

  Date:01/13/2025

  Type:Billing 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.

  I have weeks asking for this! ****** current grades and the recommendations of the English, math teachers and the counselor/principal . The deadline is between tomorrow and Wednesday for my daughter application to ******* ******* *** ******! Acellus Academy, My name is ******* *******, and I am the parent of ****** ********* ********* *********, a current student at Acellus Academy (Student ID: ****************). **** is applying to several schools, including ********** ****** *********, and they have informed us that they received her transcript from Acellus Academy. However, they noted that her **current in-progress grades** for the 2024–2025 school year are missing.
  
  The schools have reached out to you directly, but we wanted to follow up to ensure the missing grades are sent as soon as possible. The deadline for ****** application is **January 14, 2025**, and this information is critical to completing her application. Please confirm if you are able to provide her current academic grades (even if they are not finalized) and send them directly to: ********** ****** *******, ******** ******* *** ****** ******** ****** **************** * ******************** * ********************** 
  Or send them directly to the email they have requested this information (theirs) to this current email. They sent an email to Acellus , requesting this .
  
  If there are any issues with this request, or if additional information is needed, please let me know as soon as possible. We greatly appreciate your prompt assistance.
  Also, please send the recommendations that this schools have requested from the English, Math teachers and Counselor/Principal .
  
  Thank you,
  ******* *******
  Email: ********************** ****** *** *** ****

  Customer Answer

  Date: 01/14/2025

  
  Dear Better Business Bureau,  
  
  I would like to formally request the withdrawal of the complaint I previously submitted against Acellus Academy. I am pleased to inform you that the matter has been successfully resolved.  
  
  Acellus Academy has provided me with all the necessary information to complete the school applications, and I am very satisfied with their service. I appreciate their prompt response and assistance in resolving the issue.  
  
  Thank you for your time and attention to this matter.  
  
  Sincerely,  
  ******* *******
  

• Initial Complaint

  Date:12/22/2024

  Type:Billing 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 requested official transcripts be sent to the University my daughter is applying to, however Acellus has failed to send the transcripts. The University has even extended the dead line. We reached out to Acellus and stressed the importance of this dead line. Acellus has ruined my daughter's chance to start this January. These people are failing my child's chances of starting college this spring.

  Customer Answer

  Date: 12/23/2024

  Acellus has resolved this issue.   I wish to delete my post.

• Initial Complaint

  Date:10/17/2024

  Type:Billing 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.

  Earlier this month I subscribed to Acellus Academy for my 15 year old son. I asked about a computer and the woman handling the enrollment questions said that I could purchase the computer by typing ****************************** and states that it was a separate company. . I did buy the computer and the cost was $799. It is a Chrome Book that only lets the user access Acellus Academy. I typed my email incorrectly and consequently did not get a confirmation. I tried several time to reach the seller by email. ************************* No reply after a few attempts. So I called Acellus Academy and they said it was a separate company. I asked why the credit card charge showed the Acellus Academy’s phone number. The gentleman I was talking to at Acellus Academy insisted that it is a separate company and said about the phone number that “these things happen”! He did contact the company for me ( and called me back after speaking to them) and told me about my email mistake and got that corrected. He would not give me a phone number to reach them. So, when the computer finally arrived I was thrilled. However, when we try to turn it on the screen is blank. I again emailed the Computer seller that the Acellus Academy employee told me. Twice over two days explaining the problem and eventually asked to return the defective computer. I also called the Acellus Academy and a new lady passed my message via email to their tech group. I got some sort of auto response it seemed like and replied. I got no response or contact. from the technical people at Acellus Academy. Now out of frustration i have cancelled the monthly Acellus Academy subscription since all of this happened. I guess am paying the $79 is just the cost I will have to pay even though we didn’t use the Acellus Academy product because of the computer issue. I just want to return the computer that doesn’t work (and for which I can get no support) and get my $799 back. This is so frustrating.

  Business Response

  Date: 10/28/2024

  Our staff contacted this customer and addressed the customer's concerns. We discovered that a typo in the customer’s email address which contributed to the initial difficulty in locating the order. Our staff guided the customer through the return process for a refund and assisted with getting the customer's student started at Acellus Academy.

  Customer Answer

  Date: 10/28/2024

  
  
  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.   It “is disingenuous to say it was just because of the email mistake because I couldn’t get a reply to phone calls or emails when trying to figure out what the problem was.  Once I filed the complaint with the BBB Management contacted me immediately and everything was quickly resolved.  He also assured me that he was working with staff to address the communication issue.  We even upgraded our plan after working with management.
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:10/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter finished her schooling back in 2023. I forgot to get her to app for her diploma. So now they want me to reactivate her account pay the 79 dollars and then pay 100 for the diploma. I don’t mind paying the 100 but they need a better way. This school is nothing more than a joke.

  Business Response

  Date: 10/04/2024

  Our staff looked into this complaint and found that the customer opted to withdraw the student several months ago due to financial reasons. We reached out and offered to provide assistance by waiving the re-enrollment fee. The customer now plans to proceed with applying for graduation.
  

• Initial Complaint

  Date:08/22/2024

  Type:Delivery 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.

  My children were enrolled in this online curriculum provider program by Mom and I requested a copy of their school records so I can enroll them into public school. I was told only mom can request their records despite the fact that I have a court order stating I have legal custody. It is preventing me from enrolling my children into public school and they at acellus are just disregarding court documents that give me legal rights to any information involving my children.

  Business Response

  Date: 08/26/2024

  Our staff contacted *** ******* for more information and we were unable to locate any student records under the names of his children. It appears that the students were enrolled with a different provider and this complaint was mistakenly filed on the wrong business profile.