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:12/20/2024

  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 signed up for a PMP Boot Camp Class in person in ************, IN scheduled to run 9/30-10/3/ 2024. 9/25- I received an email saying they had run into an issue w/ my class and provided alternative dates. I picked an alternative date 12/16-20 as that was the next available time I could make it work with my work schedule/work priorities. Please note, that their website guarantees that the class will happen and there will not be any reschedules or changes. I didn't hear anything from CA & reached out on 12/10 to make sure the course was still happening. They let me know it couldn't happen and I could change to online. I HIGHLY preferred in person learning for this type of content as it's a lot to absorb and know my learning style better. That being said, I was up against a clock as I had this as part of my 2024 goals for my job. They couldn't tell me why it was cancelled the following week but just that the one on Jan. 13th in person would happen "FOR SURE", but that was past my deadline. I said I would take the online training version and I requested the accommodation of a physical book as *****, the customer service manager, said that sometimes they do e-book or reg. book. I HIGHLY preferred a physical book and she said she would note that and see what she could do. Dec. 13th came, and I received my zoom log in info and then another email later w/ the e-book. I responded immediately and asked to get the hard copy book shipped to my house. I received no response. I began attending the course on Monday, Dec 16th. Our instructor kept referring to the simulator that he said we would get access to that day or the next. Didn't happen. We get to the end of the class Thursday and STILL don't have access. This is a tool that was promised to us to help w/ the exam and they have yet to send it to us. Sent email/called- nothing. Several attendees have said the same comment- rescheduled multiple times. No simulator access. Website of course does not match what I was provided.

  

  Business Response

  Date: 01/27/2025

  We have contacted the customer and are in process of resolving the issue. 

  Customer Answer

  Date: 01/27/2025

  I have received the hard copy book over 1 month after the course was completed and the simulator log-in information. I have not seen an updated course registry on their website, nor have I been offered any sort of refund for the trouble in rescheduling and lengthy time to complete what they said would be provided for the course from the beginning. I am still seeking reimbursement and updated course schedule on their website. This has been a major inconvenience to my study timeframe as I planned to take the exam in February after having 2 solid months to study withe the simulator and hard copy book. This is now pushing my exam time to at least April, which is also a busier time of the year for me, so it messed up my entire professional development plan for last year as well as this year. 

  

  Business Response

  Date: 01/29/2025

  As the instructor referred to throughout class, we do have a simulator. It nit being provided in a timely manner t this class was a mistake and we sincerely apologize. Our course schedule is accurate and reflects course we are offering, We do not allow students to enroll for classes without enrollment under 45 days from the start of class.  We have, and continue to do out best to prevent changes in schedule. We have emailed the customer regarding resolution, but no promise of a reimbursement was ever made. If they can reply to our emails we can see if that can be done 

  Customer Answer

  Date: 01/30/2025

  The company has not resolved the complaint as I was never given the exact service that I was given. I also do not believe the business when they only have the courses that are truly being offered up on their website when every person (13 people) in my virtual class had all been rescheduled at least 2x from all varying locations from a promised in person course and were moved to a virtual course. This is completely unacceptable. As I noted in my response back to the company, I am expecting partial reimbursement ($500) for the cost of the *** Exam as their errors, mistakes and misleading website caused my study trajectory to be messed up by MONTHS. This is unacceptable and I do not feel that I will be as prepared as I should have been for the *** exam and will likely have to take more than 1x due to the company's negligence in follow through on the actual course happening in person (that I registered for), delaying getting the simulator, not sending a hard copy of the book now til 6 weeks after the course is completed and never received the course recordings (as was promised). I hope this can be resolved soon as we all have a job to do and this is part of my job to get this completed- this company has made it extremely difficult to get it completed based on all of the previously listed factors. 

• Initial Complaint

  Date:12/12/2024

  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 recently purchased a seat to a PMP Book Camp through Certification Academy online that was scheduled to run next week 12/16/2024.They canceled my class a a couple days ago, and asked me to take the class virtually which is not what I paid for. They then suggested a course located in late January or a class in another state that didnt work for **** informed them that I needed a quick resolution as I cleared my schedule for next week and needed this training. I asked to get my money back so I could register with another vendor for next weeks session. Since then I have been given the same virtual options that dont satisfy what I paid for.I have been trying to get a refund, but they won't return calls or keep offering solutions that don't work. This has been a nightmare and I no longer want to attend any courses from this vendor.I've been working with ***** who tells me she will call back, but never does.

  

  Business Response

  Date: 12/20/2024

  We are working to resolve the issue with the customer, within our standard guidelines. We apologize for any delay or lack of communication.

• Initial Complaint

  Date:10/09/2024

  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.

  On March 29th, 2024 I paid $1200 for PMP course to ***** @ Certification Academy. My bank statement shows the name of the business as Project Management *****************. ***** and her department approved my refund request in August. ***** informed me that I have to complete their "Melio Payment" process for refund. I completed that process by entering my bank account information. I received a confirmation on August 9th, 2024. I was informed I will have the funds refunded within 30 days. When I didn't receive the refund by September 9th, 2024, I reached back out to the company. I was told they will check with the billing department and get back to me. No one got back to me. So, I called them again. Now it is October 9th, 2024. I call them religiously every other day and I am told by ***** or **** the same thing every time, "We will talk to the escalation department and someone will get back to you." No one has ever called me back. I don't have my $1200. Every time I call ************ I always either get ***** or ****. It is starting to seem like a scam run by two females. All I want is my money back and try and forget that I ever contacted Certification Academy. What a nightmare!

  

  Business Response

  Date: 10/11/2024

  customer has been fully refunded

  Customer Answer

  Date: 10/16/2024

   

  Certification Academy said they have fully refunded the $1200. When in fact that is not true. I just checked my *************** account and I still dont have a refund from them. They did reach out to me via email letting me know that they will refund me and that they are disappointed that I contacted BBB. Since they have been promising the refund for a very long time, I dont trust their email, now more so because they replied to BBB that I have been refunded when in fact I have not been refunded. This just goes out to show their intent to never refund.

   

   

  
  

  

  Business Response

  Date: 01/27/2025

  Customer has received a full refund on October 10th 2024. 2 days after initial filing of the BBB complaint. This matter should be closed as resolved.

• Initial Complaint

  Date:08/30/2024

  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 signed up for Certification Academy's PMP Bootcamp in May of 2024 hoping to take my PMP Certification exam in June. Last minute, they cancelled one in-person bootcamp and subsequently two more virtual bootcamps were cancelled the week before being due to take place. They keep cancelling and asking me to reschedule. I asked for a refund of my $2000 paid. It's been over a month with no refund and no communication from their "billing" department. This company is a scam and has delayed my PMP certification by months, hindering my career development. They should be required to be shut down.

  

  Business Response

  Date: 02/04/2025

  We are processing refund

  Customer Answer

  Date: 02/08/2025

  This business did not process my refund like they said on BBB. It has been 7 months since they said they would refund my $2,000.00 USD purchase. This company is fraudulent and should be prosecuted as such. 

  

  Business Response

  Date: 04/10/2025

  We have sent communication to this customer and we are awaiting their confirmation. 

  Customer Answer

  Date: 04/11/2025

  I have yet to receive a refund. They email me every time this comes up saying they will be sending a refund and it has yet to show up. It is almost 9 months overdue and they have not delivered my refund.

  

  Business Response

  Date: 04/14/2025

  We have provided a date to the customer as to when their refund will be processed and are awaiting their confirmation that they have received our communications. 

  Customer Answer

  Date: 04/17/2025

  I have acknowledged receipt of communication and will only be satisfied when full refund is issued back to my account. 

• Initial Complaint

  Date:05/06/2024

  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.

  We have been fighting a refund on a class cancelled numerous times. They company finally agreed to reimburse our company (see email below from 2-8-24 and attachments) - and we never heard from them again. We've attempted to contact them numerous times with no response. This company is one scam after another and in no way should have a B+ rating.---------------------------------Thank you so much for taking my call this morning. Per our conversation, we are going to restart the refund process. As I understand your frustration with the delay, I do not want to drag things out. I am copying my billing department here to begin the process. Our billing department will email you via our payment system Melio in 2-3 business days for you to choose how you would like to receive the refund. Refunds may take up to 30 days for you to receive but it typically can be faster than that. We apologize for any inconvenience we may have caused you. Billing, per the conversation above, a ticket has been created for a refund for Mr. ***** of $2495. Please confirm with the customer and advise them of the next steps.*******, please confirm receipt of this email at your earliest convenience. As we discussed, I am committed to getting this resolved as soon as possible.--***** ***** Management Team

• Initial Complaint

  Date:01/03/2024

  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 agreed, signed up and paid for their PMP Bootcamp In-Person course in April 2023. They never mailed out the course materials to me, as promised. They cancelled the course I originally signed up for 3 times. I finally attended the ************ in-person course 9/5/23 - 9/8/23. However, the instructor was over an hour late two times. 30 min late the 3rd day. And the instruction was highly unprofessional and unorganized. Ended class an hour early tw days. I called and e-mailed my highly dissatisfaction. I asked for a full refund. They did not want to do that, but offered for me to take the class another time, with another instructor. I agreed. They cancelled that class. Then offered me to attend a class in ************** 11/7 - 11/10 2023. I said that it is way too far from my house. They agreed to reimburse me the hotel cost and pay me a daily per diem. Hotel cost of $125 a day (4 nights) and $35 per day for per diem ($140), total of: $640. I provided them with my hotel receipt on 11/10/23. They have still not paid me the $640 owed and promised. I have e-mailed at least 15 times. I have called numerous times. They continue to "say sorry" and are not paying me the money owed. They are now avoiding my e-mails and phone calls. This is a breech of contract and blatantly not paying me. I have done EVERYTHING they have sked me to do in order to get paid. Their billing department is ignoring my e-mails. They sent me a link to Melio for them to set up for them to pay me. I did that immediately. I added my bank account information as requested. Still no payment and no e-mail responses.

  

  Business Response

  Date: 01/26/2024

  *************** fails to disclose that he was given a second class. That he did send in a glowing review of the trainer and the class overall. He emailed ** and said QUOTE - "Just wanted to send a quick note to let you know that this class and this instructor (******) is EXACTLY what I was looking for in a PMP Boot camp. Hes doing an exceptional job and I appreciate it!!!  Hes on point in giving us an outline for the week and each day. Hes actually using the slides in an actual planned and easy to follow order. Huge improvement. Thank you for making this right. I will provide constructive suggestions as always. But ** already very excited and pleased. "

  Furthermore his reimbursement was fully paid and settled and he refuses to acknowledge that. When initially contacted about his poor review our Support staff member said they would like to know if we can resolve this on the timeline we are offering, can we restore his trust and opinion of us? He twisted that and tried to say we were threatening him. Then he left a ****** review on 4 different locations around the country. We're sorry this issue caused so much concern, we hope he is in a better place now. 

  Customer Answer

  Date: 01/26/2024

  I stand by my initial complaint and would like to add that a staff member of Certification Academy called me and threatened me, used extreme profanity, called me names, would not allow me to speak and was acting like a complete thug trying to scare me into removing my 100% honest reviews. 
  

  They were completely ignoring my numerous emails and phone calls UNTIL I wrote my reviews online. 
  

  They have yet to offer an apology for this members extremely unprofessional and berating behavior. All they care about is the reviews I wrote. And nothing else. 
  

  I am not satisfied with their response. 

  

  Business Response

  Date: 01/26/2024

  *************** has NEVER mentioned his glowing review of the second class. He bullied and harassed the initial company representative and FALSELY accused HER of attempting to intimidate him. His antics INCLUDE writing ****** reviews for several location of ours across the country. When the second person contacted him he immediately interrupted and started shouting and talking over the representative saying "are you paying me or not" over and over and over. His attitude was returned in kind. We wish him the best of luck, as he will need it with his clearly demeanor. We DID attempt to reach out again as we believe his review falls under the ******* tort for ***** and we were hoping to resolve the matter without litigation. We are no longer of that opinion. 

• Initial Complaint

  Date:12/08/2023

  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.

  Details Date: 9/8/2023 Amount: $2495 Commitment to provide:The **** Exam Prep Course is designed to prepare individuals for the **** certification exam.Immediate access to in-depth **** pre-study course ISACA review manual **** exam voucher Access to replays of daily lessons Exam Pass Guarantee The nature of the dispute is that the Certification Academy has not provider the **** exam voucher, access to replays of the daily lessons, or any information in regards to the exam pass guarantee. The Certification Academy has stopped responding to email and phone calls as well.There has not been any attempt to resolve the issue on the part of the Certification Academy that has provided to me. I have received emails stating we are working on it with management.Transaction ID: ***********

  

  Business Response

  Date: 02/07/2024

  Reimbursement has been issued via check, per the customers instructions.

• Initial Complaint

  Date:10/10/2023

  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.

  I registered with the Certification Academy on April 8 for a 4 day in-person PMP Certification Course bootcamp starting May 8, 2023. On April 10, I contacted them to move my class to the next slot, June 5, as my cat was very ill so I did not want to be away for 4 days, which they did. On May 23, they contacted me that the June 5 class will need to be cancelled due to low attendance and offered me a remote on-line option or to move the date for in-person. As I registered for this to be an in-person class, I chose to move the date to the next date offered in ************, July 31. I had asked if I could go to an earlier session in ************* on Jun 10 or Jul 12, but they did not allow me to move location. On July 27, ** Support contacted me to state that the July 31 class needed to be cancelled due to low attendance, and I could do remote learning or move to Sept 25 class. Again, I stated I paid for an in-person class but needed to be assured that this class would happen as I need to complete PMP Certification for my current job search. Otherwise, I would need to ask for a refund. They assured me that the class would happen, so I allowed them to move my registration to Sept 25, but I informed them that I would file a BBB complaint if this class was again delayed and I did not get a refund. CA Support then contacted me on Sept 20 to tell me that again the Sept 25 class needed to be cancelled and I could do a remote on-line class or register for Oct 23 class. I stated that I wished to get a refund. They said they would contact their ****************** to get me a refund. On Sept 28 I followed up as I had not heard from Billing, so they emailed billing and copied me. On Oct 2, Oct 4 and Oct 9 I sent emails to their billing department asking about the refund process, and nobody has yet responded to my emails.

  

  Business Response

  Date: 01/26/2024

  A full refund was issued. This matter should be resolved.

  Customer Answer

  Date: 01/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:08/11/2023

  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.

  4/18/2023:My company purchased the Comptia Sec+ 5 Day bootcamp for $1995.00 to occur 9:00am to 5:00pm EST every day from *******/5/2023 to 6/9/2023 and with its conclusion, be provided an exam voucher to sit for the exam. 6/1/2023 Within several days the Certification Academy reached out to confirm a different day as the instructor had a medical emergency that required the training be moved. I selected 6/26/2023 to 6/30/2023.6/26/2023 I attended the training. All was expected.8/1/2023 Present I called and emailed several times with an ************** with whom I first provided proof of acceptable practice assessment scores, after which shes validated that this will qualify for the exam voucher. Several days later I followed up again asking for the status. My request delayed due to Understanding my request as a retake voucher request instead of the initial voucher request as was promised. Several days later of me continuing to call and I continue to hear my Request is escalated and My manager should have looked at your case. Today (8/11/2023) I have heard the same verbiage once again but have no faith that the request will be fulfilled as over the last two weeks I have continuously be lied to. From what I can tell the only effort on the business side to resolve the issue was simply taking my phone call, they have provided no evidence (in the form of returned phone calls as promised or returned emails) that my case is being addressed.Conclusion: My only mistake is that I did not consult BBB earlier to understand this is a sham company, advertising unvalidated pass completion rates, with a history of customers feeling swindled. While they have provided training, the stated expectation was not met. This company has lied in what they said they would provide despite me providing adequate evidence of my preparedness, displaying patience, and addressing the lies cordially. Do not provide the company with your business under any circumstance.

  

  Business Response

  Date: 01/26/2024

  Voucher was issued 8/11/2023. Student successfully passed the exam. This matter should be fully resolved. 

  Customer Answer

  Date: 01/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ********************* Iv
  
   
  

• Initial Complaint

  Date:08/08/2023

  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.

  Per the attachment, 23June2023 email from Certification Academy (CA) employee: **************** confirmed the initiation of a $959.20 refund to be mailed to me within 30 days. In the email, ****** stated it typically should not take as long as 30 days. As of today (8Aug2023), not only has it been **************************************** the mail, but I can't even get a solid response from anyone at CA with an actual refund status. The attached email documents the multiple requests I've sent to both CA Support Team and CA Billing Team for a refund status. The attached email also documents the multiple phone calls I've had with CA Support Team representatives. I am hoping this filing with the BBB results in me securing my overdue refund check of $959.20 from CA.

  

  Business Response

  Date: 01/26/2024

  The customer was issued the refund Aug 17, 2023. This matter should be fully resolved.