Complaints

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

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  Certification Academy

  4742 N 24th St Ste 300 Phoenix, AZ 85016-9107

  
• 

  Certification Academy

  3104 E Camelback Rd Ste 2297 Phoenix, AZ 85016-4502

  

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:05/29/2025

  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.

  On May 6th, 2025 I signed up for the Online CAPM Certification class costing me $1,999.00. The class was supposed to be held June 2/3/4, 2025. When I signed up I received an email from **** asking me for my home address so that course material could be sent to me. I never received any course materials. On May 27th, at 3:21 pm I received an email stating that my class has been starting June 2nd had been canceled due to the instructor being "sick" and said the next class that they could offer would be June 23rd, which does not work for my schedule, and I would have not signed up if that would have been the dates. I called the number provided to be and ***** answered and said there was nothing she could do about it since another class is being offered, however I told her it doesn't work with my schedule and I am asking for a refund. Since then my calls are getting ignored. On their website one of the reasons to take their boot camp is "firm course dates: When you register for one of our CAPM Boot online classes, you are guaranteed it will run as scheduled. You can focus on your training and certification, and not worry about cancellations or delays." I brought this up to *****, and later that afternoon I went on their website and they changed it to say: "When you register for one of our classes, you can feel confident that it will run as scheduled. We work hard to deliver on our promise to you." I have screen shots to prove it. I wish I would have checked BBB as this company has 30 open complaints with others having this same problem as me. I am asking you to help me get a refund as the company is not answering my phone calls anymore.

  

  Business Response

  Date: 06/02/2025

  Per our policy on our website, the course is non-refundable however if the customer cannot attend the alternative date we have advised that we can work with them to find a suitable option. 

  Customer Answer

  Date: 06/03/2025

  I have told them many times that the alternate date they provided me does not work for me, and that if that class was an option (for the revised dates) I would not have signed up for it as it does not work.  I never received my materials prior to the class starting that I paid for and they breached their contract.  On their website it states "When you register for on of our CAPM Boot Camp Online classes, you are guaranteed it will run as scheduled.  You can focus on your raining and certification, and not worry about cancellations or delays."  Since they did cancel the first class it's a breach of contract, therefore I want a refund.  The vent coordinator ***** from Certification Academy did reach out to me last Friday, 5.30.25 and said they would issue a refund and that their billing department would get ahold of me to proceed, however the billing department was "out of the office" and have not heard from them last Friday (5.30) or Monday (6.2).  Just like them not going through with providing me the material I paid for, the class I signed up for, issuing a refund seems to be the same issue.  Seems odd the billing department is out of the office for 2 days.

  

  Business Response

  Date: 06/03/2025

  We have approved a refund for this customer and our billing department will be in touch with her when they are back in office. Refunds can take up to 30 days to process. 

  Customer Answer

  Date: 06/11/2025

  Until a refund has been credited back to my credit card, I will not close this complaint

• Initial Complaint

  Date:05/20/2025

  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.

  The company I work for contracted with Certification Academy for a training course for 10 staff members after finding them on the internet and liking the fact that they guarantee that their students would feel prepared for the certification exam after attending one of their classes. This was an onsite course, so we paid an instructor's travel expenses in addition to the cost of the class. The total amount paid was $17,492, which we were required to pay before the class started. The class occurred February *****th. The instructor was not well received by the class, as he did not deliver the instructional content effectively. More than half of the class complained that they really got nothing out of the class because the instructor was so poor. I indicated this on my post class survey, and was contacted via phone by Certification Academy to learn what went wrong. The representative indicated that they would fulfill their full satisfaction guarantee by finding us a different class (virtual this time) that we could enroll in at no additional cost. I have contacted them multiple times, and have been told that they are still working on it. They keep promising to get back to me with a solution, providing me with dates that they will respond by, and they have not contacted me by any of those dates. I keep having to follow up with them, and now I am not getting any response at all. My coworkers and I have gone from just being dissatisfied with the class, to being extremely frustrated with the entire company. I would like assistance from the BBB with this matter. Thank you.

  

  Business Response

  Date: 05/29/2025

  After reviewing our files we show that this is still being worked on between our team and the customer. We show a call between our representatives and the customer once every week since April 30th and have recordings of those as well. While we understand the customer may be frustrated with the time, this is a group of students and our team is doing their best to plan and provide a class that will meet their satisfaction. 

  Customer Answer

  Date: 05/30/2025

  Thank you for your response.  I can appreciate that it may take some effort to reschedule my co-workers and I for a different class.  However, it has been 3 months since our class, and what content we absorbed from it is fading.  We would like to take the certification test that this course is designed to prepare you for.  What is the issue you are facing with scheduling us for a virtual class?  

  In response to your claim that we speak weekly, I agree that we have spoken many times about this, although I don't believe it's been weekly.  Part of my frustration lies in the fact that I have been told that we will receive a resolution or response on specific days, and this does not happen.  For example, in an email from Certification Academy on March 26th, I was told that we would have a resolution in place by the end of the following week, which would have been April 4th, but as of April 15th, I had not heard from anyone.  When I reached out, I was told that they were still working on it.  Also, when I called the CA headquarters on Friday, May 9th, I reached an agent who told me that I would be contacted on Monday, May 12th.  I even emailed the agent on the 12th saying I was looking forward to hearing from someone that day as a reminder, but did not receive any communication.  I sent a follow up email to the agent on Tuesday, May 13th asking for an update, and I have not received any response since (it is May 30th), so I decided to try to get some help from the BBB.  I don't mean to be antagonistic in any way, and am just looking for a timely resolution to this situation. Thank you. 

  

  Business Response

  Date: 06/02/2025

  We are willing to work with the customer and their team to reschedule their course per our policy and procedures. Our team is remaining in contact with them and we will do everything we can to get them into class. 

• Initial Complaint

  Date:04/15/2025

  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.

  BBB Staff,Here is the problem. I paid $1920.00 on March 8, 2024 to receive a one week IT certification training (Certification Academy Company) since I work as a IT Professional for the State Department. Last year I signed up to for 3 different training dates for the one week class. The class dates are below.September 9-13, 2024 November 4-8, 2024 December 9-13, 2024 Each time I was fully prepared to attend each of the 3 classes last year and the cancellations occurred on their end. As of 2025 I can no longer attend these IT certification classes offered. I have life issues that have occurred since the end of year. Therefore I can no longer attend these IT certification classes this year. Since I cannot take this course I am requesting for a full refund of $1920.00. This company states that they have a "no-refund" policy but I am requesting for a full refund anyway. I have been politely asking for a refund since December last year and to date this issue is still not resolved. I have practiced great patience during this time will no resolve. This is why I am reaching out to the BBB now on this matter. Mr. *******

  

  Business Response

  Date: 05/07/2025

  While we understand the answer is not what the customer is hoping for, it is our policy. We are willing to work with the customer to move towards a resolution and get them certified but we are also required to follow our policies. 

  Customer Answer

  Date: 05/08/2025

  I do not accept this response from this company. 

  

  Business Response

  Date: 05/09/2025

  As previously stated, a full refund is not available per our policy. We are willing to work with the customer to find an alternative solution and assist them in reaching their certification goals.

• Initial Complaint

  Date:03/25/2025

  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.

  My complaint seems to be identical to so many others on here. Essentially, I signed up for some Project Management training for January 2024. The class was cancelled at the last minute, and we rescheduled to April. That class was then again cancelled so we moved it to June. This happened twice more in July and September. By that point I simply requested a refund for the class, which Certification Academy agreed to. They sent me a link to acquire my refund through a site called ******. I requested they send a check/money order. That was back in September 2024 and they have confirmed that are sending payment from ****** but the last communication I received from them was November, 2024. Since then, and as of this writing, I have not received a refund or any update since despite repeated requests to their customer service team.

  

  Business Response

  Date: 03/31/2025

  We are researching the status if this issue and will confirm with the customer within 2 business days

  Customer Answer

  Date: 04/09/2025

   

  Certification Academy has NOT resolved the issue.  They said they would look into my complaint and have not responded yet.  I was waiting for their response within 2 days as promised.  It has now been 6 business days. and thought I had 5 business days to reply, which should have been tomorrow.

   

  

  Business Response

  Date: 04/10/2025

  We have notified the customer that their refund will be processed on our next billing cycle and we are awaiting confirmation of receipt of that notice. 

  Customer Answer

  Date: 04/15/2025

  Certification Academy has sent me a date they are planning to process my refund.  Considering how this has gone so far, I won't consider this resolved until I have a check in hand. 

  Customer Answer

  Date: 05/29/2025

  Certification Academy did reach out to me directly on 5/23 asking me to be patient as they are backlogged on their payment processing.  This is the understatement of the universe as I requested the refund 8 months ago.

  There was no confirmation of payment nor did they even give me a date for when to expect the refund.  This case definitely has NOT been resolved. 

  

  Business Response

  Date: 06/02/2025

  As the customer has stated we are working to resolve this issue.

  Customer Answer

  Date: 06/11/2025

  This issue has not been resolved and will not be resolved until I have received my refund.  They have been telling me they were working to resolve the issue for months now with nothing to show.  The instant, I receive my refund, I will terminate this complaint.

• Initial Complaint

  Date:03/16/2025

  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.

  In August of 2024, I signed up and paid $1,996 for the **** Certification class. My class was scheduled for mid-September. The week before the class I was told there was an issue with the instructor and they needed to reschedule me for the week of 4 November. The week before my 4 November class I was told there was another issue and they needed to reschedule me again. Instead of being able to take the class with a live instructor they sent me recordings and physical books. After working through the videos and studying I was ready to take the test mid-November. I have been calling and emailing since November to get my voucher paid so I can take my exam. No one will return my emails or calls. Part of the $1,996 cost was the exam voucher. Im seeking that my exam be paid for or a refund of the amount of the exam be provided so that I can take it.

  

  Business Response

  Date: 03/31/2025

  This issue is being resolved with the customer directly. Resolution should be completed within 2 business days.

  Customer Answer

  Date: 04/03/2025

  I was not contacted for resolution. There have been no attempts to get in contact with me regarding this. 

  

  Business Response

  Date: 04/10/2025

  We have completed the payment of the exam voucher for the customer as of this response as we were awaiting additional information from the customer regarding their confirmation of membership. This matter is closed and the customer has been notified. 

• Initial Complaint

  Date:02/24/2025

  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.

  In September of 2024 I was laid off from the company that wanted me to get my PMP. Because of this, I contacted Certification Academy (**) and requesting to cancel my upcoming class and to request a refund of my deposit (~$1200). A CA representative reached out to me and said that they could not give me a reimbursement for the full amount and that I had to attend the course. They stated that they would reimburse me $400 and I agreed to attend a sooner class (which I did). The class itself was not worth the money, but that is not my complaint. It is now Feb 24, 2025, and I still have not received my reimbursement of $400. After countless emails (I have them all) and phone calls all I get are apologies and that they are working on it. Never once in the 5 months that this has been dragging out, have they contacted me with an update. I have had to make all inquiries and then wait for a standard response of "sorry....". At the very least, I am asking for help in getting my reimbursement of $400. That said, if this was my business, I would give a full reimbursement of the money I spent. Please let me know what else is needed to address this matter. Thank you for your help.

  

  Business Response

  Date: 03/13/2025

  $400 Reimbursement has been processed and should show in the customers account within 2-3 business days.

• Initial Complaint

  Date:02/14/2025

  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.

  DO NOT ENGAGE WITH THESE PEOPLE!!! June 13, 2024 I paid $1596 for a CompTIA Security + online course for the week of June 24th 2024. Course materials were to be mailed to you a few days before the course begins. I never received them. When I reached out, I was told that there was a technical problem with the course. I was offered a $200 partial refund if I would change my course date to July 22nd. I agreed. The refund never showed up. So, rinse and repeat. The exact same scenario occurred again. This time I was told the instructor was sick and they asked me to take the course in Sept. Which, I was not agreeable to. I asked for a full refund, and they agreed. On July 6th and 24th they send me a link to their refund payment processing partner ***** for the $200 and then the full $1596 refund. I supply my banking info for ***. Of course, the refund never showed up in my account. I emailed and called CA for a refund status. Spoke with **** S and she tells me. Its in the queue processing. It should be 3 business days until it hits my account. I received $0. At this point I requested that they escalate my issue and to just send me a paper check. This is where the ghosting starts. After multiple unanswered calls and emails, I finally get the one and only callback from CA. On Oct 11th, someone named ***** reached out via VM and email to tell me that my refund will be processed in 3 business days. Thats the last I heard from her, and she was never available when called. I received $0. December 4th, I reach out to ***** on my own to see what the problem is with my refund. I give them all my info. They tell me that there isnt and never has been any refund submitted for me by CA. Furthermore, they only process payments between businesses (B2B- C2C). NOT individuals. There is no ****************** behind my name. This tells me they are ignorant of their own business practices, or they do it fraudulently, knowing that it goes nowhere and wont be processed. No excuse for it.

  

  Business Response

  Date: 02/27/2025

  We are in direct communication with the customer to try and resolve the issue. 

• Initial Complaint

  Date:01/31/2025

  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.

  Purchased a training class from this company they have yet to withhold the agreement of giving the training. They have rescheduled 4 times and refuse to give a refund. This is definitely very unprofessional and is screaming scam. I have been very patient this has been going on since September of 2024 and now we are in February 2025. I would like a full refund and this company should be out of business if its a real company.

  

  Business Response

  Date: 02/04/2025

  Full refund has been issued

• Initial Complaint

  Date:01/16/2025

  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.

  I enrolled in the **** course on June 25, 2024, paying nearly $2,000. The class was scheduled for late July but was canceled two days prior due to an instructor issue, forcing me to reschedule. I adjusted my schedule and rescheduled for September *****. However, just two days before the new start date, the class was canceled again because the instructor fell ill. As a project manager with a demanding schedule, rescheduling repeatedly was extremely challenging.Despite my hesitation, I rescheduled for November *****. Leading up to this date, I faced delays and poor communication from Certification Academys staff. They even pressured me to accept an October date, which I couldnt accommodate due to jury duty and work obligations. When the class finally began on November 18, it was canceled again on November 19 due to another instructor issue. This marked the third cancellation and completely eroded my trust in the companys ability to deliver.After adjusting my schedule multiple times, I requested a full refund. Certification Academy refunded $400 after the initial cancellations, but only after I posted a review about my experience. They asked me to remove the review in exchange for resolving the issue. Despite their promise of a full refund (minus $400 and the cost of the single day of class, which held no value to me), I have yet to receive the remaining ******** of January 15, 2025, I am still waiting. Certification Academy promised a refund by January 10 but later claimed it would take 2-3 additional business days. They offered no proof of processing, despite my request for evidence. Ive paid for a service that was never delivered and am still fighting for a refund to enroll in another **** class.I have been enduring this for the past 7 months and have email receipts to provide if needed.

  

  Business Response

  Date: 01/24/2025

  The issue has been addressed with the customer and a resolution has been agreed to. We are sincerely sorry for the extended time to resolve the issue and for the lack of consistent support.

• Initial Complaint

  Date:01/07/2025

  Type:Order 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 paid a lot of money for ***** training and they kept canceling on my (a total of 5 class cancellations) that I got so upset and just wanted a refund. They kept saying no and no and then said they would send $300 so I said fine whatever I'll just take that and then they never even sent that. So at this point it's about the principle of the thing and I don't want them to take the same advantage of other people.