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: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.

• Initial Complaint

  Date:08/11/2024

  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.

  My granddaughter was attending Accelus but never completed the first semester and did not complete even 1 credit. I received a charge for a 2nd year but also wanted to cancel the account since it wasn't a good way for my granddaughter to learn. She was failing. I contacted Accelus to cancel the account and request a refund for the 2nd year since it was never started. I was given approval for the refund. After a couple weeks and not seeing the refund, I contacted Accelus again. They stated they tried to give me the refund but that the credit card was denying the refund. I contacted my bank and they stated no such refund had been attempted or blocked. I requested that the bank do a dispute for the charge so Accelus would not have a reason to not provide the refund. Unfortunately, after several months, my bank reinstated the charge and stated that Accelus had denied the refund. I then contacted Accelus again and they stated a check would be sent which has yet to arrive after several months. I have contacted Accelus numerous times but no action is ever followed up after the contact. I am unsure what is going on but I am owed a refund per their approval and based on the fact that my granddaughter never even finished the 1st year or ever earned a credit. Thank you for your help in this matter.

  Business Response

  Date: 08/19/2024

  Our staff contacted this customer to offer assistance in resolving this complaint. It appears there was a misunderstanding where emails sent by the customer were not received by our support department. Our team successfully worked out a resolution to the customer's satisfaction.

  Customer Answer

  Date: 08/19/2024

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

• Initial Complaint

  Date:02/19/2024

  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.

  ******* ******
  Thu, Feb 8, 9:50 PM (11 days ago)
  to Acellus
  
  On March 9,2023 I (******* * ******) thought my daughter **** ****** wanted to change my Grandson (**** ****) online school I called and set everything up.
  Student Registration #******* ******* ** ***********0
  password -2fpuuw
  My daughter ***** Wilson) changed her mind and kept **** **** in his current school. **** **** never even LOG into your school once!
  I was billed for $79.00 Tuition Payment Receipt - Transaction #*******
  for the first month in March and again in April, and May and June!
  for 4 months! A total of $316.00 I called several times, ****** could not help me!
  I called again in June after I was billed for a 4th month! I was able to stop the monthly fee of $79,00, I explained that **** didn't use your school, I need a refund on $316.00, she said she can only stop the payment and could not give a refund as she was in AR.. I asked her to follow up to her supervisor for my refund and she said she would!!! .NO ONE has done anything! This is my last email! I am going to file with the Better Business Bureau If I DO NOT HAVE MY REFUND of $316.00.
  I am a Senior citizen and can not afford to lose $316.00. You have no right to keep my money. Today is February 8,2024. I will not file until February 13.2024, I feel 5 days is plenty of time to refund my money.
  Thank you,
  ******* * ******
  I didn't receive a reply on this email sent on February 8, 2024. Today is February 19, 2024
  How do I get my money back!
  My grandson **** **** never even logged on and he never used password!
  They have to know he never used this program and I deserve a full refund!
  What else can I do?
  Thank you,
  ******* ******
  
  

  Business Response

  Date: 02/26/2024

  We researched this complaint and found that an account was created on 3/9/2023 and the account holder *****) called to cancel the account on 6/27/2023. No payments were charged after the account was cancelled.
  
  Prior to the date of cancellation, Deborah called and Acellus Academy staff explained that the account holder *****) may cancel by contacting support or by logging into her account. For security purposes, individuals who are not authorized on an account cannot make changes.
  
  Acellus Academy's terms and conditions stipulate that payments made prior to the time of cancellation are non-refundable. As a courtesy, we contacted the customer and offered a partial refund. This refund has been issued to the customer.

  Customer Answer

  Date: 03/06/2024

  I did have a call the next day from the school the next day after I filed with the BBB.  They did refund me 3 of the 4 months for a total of $237.00. They told me they have cost to pay to set up a new student and they can't refund the first month. I am thankful for the 3 months refund. I am good with the end result. Thank you for helping me for my refund.  ******* ******

• Initial Complaint

  Date:06/29/2023

  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.

  On June 8th I received an email saying they were unable to charge me and I had to make a payment to keep my account active. I didn’t want my account to be active so I didn’t make a payment. I assumed they would simply shut down the account as we had not used it at all during that month.
  
  On June 22nd I received an email saying I was charged. I emailed them saying that I thought my account was now inactive since I didn’t pay. I let them know we had not signed in at all. I asked for a refund and for them to please de-activate my account & not charge me further.
  
  On June 29th I got a notification saying they were trying to charge me AGAIN! They just received a payment on June 22nd lol and they’re trying to charge me again 7 days later?!
  
  I never received an answer to my email from June 22nd.
  
  I want a refund as we did not use the service.
  
  Beware, they’ll randomly charge you whenever they feel like it. I’m glad I moved money out of that particular account because I would have been charged twice in one month if I hadn’t.

  Business Response

  Date: 07/13/2023

  We apologize for the misunderstanding. If a tuition payment is unsuccessful, our automated billing system will re-attempt the payment at a later time. To avoid interruption of learning, the student is allowed to continue studying for a few days while the system attempts to process the tuition that is owed. Unfortunately, our team didn't see your correspondence until after the renewal payment was processed. As a courtesy, we have processed a refund. For future reference, it is important to sign into your parent account and withdraw your student if you do not wish to continue.

• Initial Complaint

  Date:05/31/2023

  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.

  My child was enrolled here and back in March went back to Public schools. It’s impossible to cancel. I have sent numerous emails, messages. Even received replies about the cancelation but yet they still take the $79 out every month. I cannot get someone to give me a straight answer on if the account is now canceled and I want a refund for the months my child has not used the program.

  Customer Answer

  Date: 06/06/2023

  I was contacted by phone by ******* and was told the account would be cancelled and 3 months of charges would be refunded.  I was emailed 3 receipts of refunds. They haven’t showed up on my bank account yet but I do have 3 pending authorizations for ******* for 0. They were very nice. I will email again once I actually receive the refund. 

  Customer Answer

  Date: 06/12/2023

  Refund has been received.

• Initial Complaint

  Date:04/05/2023

  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.

  My child was enrolled in 2021; she was not struggling but also not thriving. When I moved to Kentucky in 2023, I pulled her and put her in a program that is geared towards getting her ready for Kentucky schools. Simple process. I requested transcripts and they are blank. I then requested a refund. and have had no response.

  Business Response

  Date: 04/18/2023

  Our staff reviewed this complaint and found that no courses were listed on the transcript because the student didn't complete any while enrolled. Our customer service team contacted the customer and assisted by providing documentation of grades and progress for courses that were in process when the student was withdrawn.
  

• Initial Complaint

  Date:03/23/2023

  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 kid asked to sign up for online school. She gave them my card info and they charged me $79 but never sent anything in return. I’ve called and emailed countless times and no return. This is a scam. No phone numbers. No one responds. Took money and did not deliver a service and is UNRESPONSIVE

  Customer Answer

  Date: 03/24/2023

  Thank you for handling my complaint. It helped to resolve the matter due to not being able to reach company by phone. The Representative cc’d on this email assisted in processing a refund and canceling further billing and business.
  
  Thank you very much!
  
  Sincerely,
  
  ******** *******
  

• Initial Complaint

  Date:03/08/2023

  Type:Order 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.

  Acellus Academy has failed to award my son his 2022 High school diploma and corrected/completed Transcripts, while continuing to charge my credit card the monthly tuition. He missed graduation.
  
  Records department and teachers have refused for over a year to answer any of my urgent emails. And anytime I do get response it is conflicting of the last customer service representative.
  
  On 2/22/23 I spoke to a representative who stayed asked me to draft an email with the subject line "expedite request" and that she would get this taken care of. I got a response on 2/23 that the error on their side that I had been asking for assistance on since August of 2021 had finally been corrected. My account was shut down so that I can no longer access all of my correspondence with teachers.
  
  At this point my son should have been awarded his documents. I sent emails on 2/24, 2/28 and 3/7 with no response. Today, 3/8/23 I was told my son was not eligible for graduation because he lacked 0.5 credits, which is not accurate. In fact, he is over the graduation credits by .14
  
  My son completed his first year of college in 2022 as a concurrent student. He is now prevented from continuing his college education because he cannot prove he has graduated. I want my son's diploma and transcripts, with the accurate graduation date and credits he completed. I want a refund of all the payments they deducted after my son completed his last class.

  Business Response

  Date: 03/27/2023

  We investigated this complaint and found that the student was prevented from graduating due to incomplete assignments in a required course. We contacted the parent and worked out a resolution so that the student was able to graduate with a diploma from Acellus Academy.