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:03/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am requesting a full refund of $625 and cancellation of all future charges due to ISSAs unethical business practices, including high-pressure sales tactics, misleading information, and refusal to process my cancellation fairly.Details of the Issue:On August 20, 2024, I received an unsolicited cold call from ISSA. The representative used emotionally manipulative, high-pressure sales tactics to push me into enrolling. They aggressively oversold the program, neglecting to provide full transparency about the details, commitments, and actual value of the service. Under pressure, I was signed up for an automatic payment plan.After realizing the program was not what was promised, I immediately contacted ISSA to request a refund and cancel my enrollment. Instead of offering assistance or understanding, their representatives were extremely rude, dismissive, and made no effort to resolve my concerns. They showed no remorse, refused to help, and completely disregarded my request.Since then, I have been trapped in an unfair system of ongoing charges, relentless upselling emails, and harassment from collection agencies. Even after attempting to block payments by canceling my card, ISSA has continued to demand money. This has caused ongoing distress and negatively impacted my mental health. Their refusal to allow a simple, fair cancellation is unethical.Resolution Requested:Full refund of the $625 I have been charged.Immediate and permanent termination of any further financial obligations.Written confirmation that I am no longer enrolled and will face no further charges or collections.ISSAs deceptive practices trap consumers in financial commitments through manipulation, lack of transparency, and refusal to cancel. Their treatment of customers is unacceptable. I urge the ******************** to take this complaint seriously and hold them accountable.

  

  Business Response

  Date: 03/05/2025

  Hello, Hamzah,
  
  Thank you for reaching out and sharing your feedback and concerns. We sincerely apologize if your experience with our service or support pre or post-enrollment did not meet your expectations. We strive to provide a positive and transparent enrollment and post-enrollment process and are sorry for any frustration you may have encountered.
  
  Upon reviewing your enrollment call, we were unable to find any proof of unethical business practices, misleading information, or high-pressure sales tactics. Additionally, the 7-day cancellation policy was discussed during the call and was also provided in the Terms and Conditions emailed to you on the day of your enrollment. Because of this, we are unable to approve a cancellation or refund.
  
  That said, we want to support you in making the most of your courses. If there is anything we can do to assist you in successfully completing your coursework or addressing any challenges you may be facing, please dont hesitate to reach out to our Support Team at ***************************************** Our team is happy to provide guidance and resources to help you achieve your goals. Additionally, if you have any questions regarding financial matters, our ************************** team is available to assist you at ************** (option 2) or via email at *********************************************************************************.
  
  Best regards,
  
  ******* *****
  Senior Manager, ISSA Student Support

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed my son up for the personal trainers course and exam almost a year ago, under the guise that he would be able to learn at his own pace. That was a false statement, given by the salesman (******** ******) who signed us up and readily took payment in full. Here we are, 9 months later, and my son is being told that we have to pay another 600 dollars, which is 2/3rds the cost of the original course (after already paying for an extension), just to be able to resume his studies. Dishonest practices and broken verbal agreements. The entire thing is ludicrous and very much takes advantage of people. Very scammy. Genuinely, I'm just dumbfounded. I tried to help my son overcome his challenges and achieve a goal, but only ended up lining this company's pockets to the tune of almost one thousand dollars, instead.

  

  Business Response

  Date: 02/17/2025

  Hello ****,
  
  Thank you for reaching out and sharing your concerns. We sincerely apologize for any confusion regarding the course structure and time limitations. While our courses are designed to be self-paced, each course does have a designated completion timeframe, which is standard across the industry to ensure students remain engaged and on track toward certification, while also ensuring that the course content remains current.
  
  That being said, we want to support ******* in achieving his goals. As a courtesy, we are happy to extend the expiration date for his Certified Personal Trainer (CPT) course to April 11, 2025 and the Online Coaching course to June 11, 2025, at no additional cost. This should give him ample time to continue his studies and complete his certifications as originally intended.
  
  We appreciate the opportunity to clarify this and assist in any way we can. If you or ******* have any further questions or need additional support, please dont hesitate to reach out at ************************************************************************.
  
  Best regards,
  
  ******* *****
  Senior Manager, ISSA Student Support

• Initial Complaint

  Date:02/12/2025

  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.

  In January of 2024, I was looking into a personal training course that was nationally accredited and involved real educators. That wouldn't be lengthy. The ISSA website touted only 4 weeks till certification. After adding my contact information on the ISSA website, I was contacted by an ISSA trainer. He said the courses were quick , easy, and each course had an instructor for support. He said that I would be assigned an instructor that would follow up frequently to make sure I stayed on track. I was only interested in a generalized personal training cert. but was told that I would save money by signing up for a full-program as there were multiple discounts given. He convinced me to do a multi-course program even though I had no information on the other courses or how they would benefit me. I started one course and immediately realized it was intensive, not simple in the slightest, and I had no access to any trainers, books, or teaching tools. It's a completely self-taught curriculum which I was not interested in. I tried to cancel the program online but found out I only had 7 days to cancel which I was not told when signing up. I didn't even start the program until a few weeks after signing up so totally screwed. I continued to pay hoping I could get through the courses but I never started another course. I couldn't even get through the first couple pages of medical jargon on the ISSA course I started. They continued to take auto payments from my bank account. After 6 months I was locked out of the courses. I completed nothing, never heard from a trainer or support. I paid nearly $1100. I lost my job at the beginning of August 2024 and could no longer afford payments. I wasn't contacted by ISSA until today. February 12 2025 when they threatened to send the last $596 I owe to collections. A student doesn't complete a single course for over a year, pays over $1000 for a program, and is never contacted by the company until they seek funds. Illegal institution & a scam

  

  Business Response

  Date: 02/13/2025

  Hello *****,
  
  My name is ******* *****, and I am the Senior Manager of Student Support at ISSA.  We appreciate you reaching out and certainly apologize for any confusion regarding the structure of our courses and the resources available to support your learning along the way.
  
  ISSAs programs are designed as home-study courses, allowing students to work through the material at their own pace. However, we do have dedicated Support professionals on staff who are happy to assist with course-related questions throughout your student journey. Additionally, our courses include textbooks and supporting materials such as lectures, quizzes, and webinars (for CPT and Nutritionist courses) to help guide students through the content.
  
  We understand that your circumstances have changed, and we want to work with you to find the best possible resolution. If you would like, we can extend your course access so you have additional time to complete your certifications as initially intended, along with any assistance you may need. Alternatively, if you prefer to cancel your courses and stop all future payments, we are happy to accommodate that request as well.
  
  Please feel free to reach out to us at **************************************** to let us know how you would like to proceed, and we will do our best to assist you.
  
  Best Regards,
  
  ******* *****
  Senior Manager, ISSA Student Support

• Initial Complaint

  Date:02/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 2, 2024, I enrolled in multiple certification programs offered by ISSA, including CPR/AED Certification Program v2024, Health Coach, Life Coaching, Nutritionist, Nutritionist Bootcamp, Online Coaching Certification, and Transformation Specialist. These programs were to be paid in a 12-month installment plan.However, a few months after my enrollment, my personal circumstances drastically changed. I lost my primary source of income and in ************, my wife gave birth and subsequently stopped working. These changes led to increased financial constraints, and I found myself unable to continue with the courses due to both time and financial limitations.Despite my efforts to resolve the situation amicably, including several calls to ISSAs student financial aid department, I was met with no viable solutions to alleviate my situation. Specifically, I requested to stop future payments since I had only accessed about 10% of the total course content and was not in a position to utilize the remaining materials. My calls in January 2025 to cease all future payments were unproductive; though they initially proposed to lower the payments, I was still charged the original monthly fee, exacerbating my financial ********* date, I have made timely payments, with only two installments left. However, the lack of flexibility and understanding from ISSA regarding my changed personal circumstances has been disappointing and financially damaging. It is important to note that I did not request a refund for past payments, merely the cessation of future charges for services I am unable to use.Buyer beware of their rigid financial agreements in the case of unforeseen hardships.

  

  Business Response

  Date: 02/12/2025

  Hello *******,
  
  My name is ******* *****, and I am the Senior Manager of Student Support at ISSA.  Were very sorry to hear about the challenges youve been facing, and we understand how difficult these circumstances must be for you and your family. Our goal is always to support our students as best we can, and we truly want to find a resolution that works for you.
  
  According to our records, from August 2, 2024, to October 2, 2024, your payments were lowered for three months to help accommodate your financial hardship. We regret if there was any misunderstanding or if this solution did not provide the relief you needed at the time.
  
  Wed like to assist you however we can moving forward, though we are unsure of what you are requesting. If you need additional financial assistance, wed be happy to explore options to further reduce your payments. Alternatively, we can extend your course access to ensure you have ample time to complete your certifications as initially intended. If your request is instead for cancellation of your courses and remaining payments, please confirm, and we can discuss what options may be available.
  
  Please reach out to us directly at ***************************************** and we will do our best to assist you. We appreciate your time and look forward to working with you toward a resolution.
  
  Best regards,
  
  ******* *****
  Senior Manager, ISSA Student Support

  Customer Answer

  Date: 02/12/2025

  I want to cancel the courses and any additional payments. 

  

  Business Response

  Date: 02/12/2025

  After a phone conversation with *******, we successfully reached an amicable resolution to his official complaint.
  
  Best Regards,
  
  ******* *****
  Senior Manager, ISSA Student Support

  Customer Answer

  Date: 03/04/2025

  
  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 consider this complaint resolved.
  
  Regards,
  
  ******* *******
  
   
  

• Initial Complaint

  Date:02/03/2025

  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.

  I continue to be contacted by ISSA in regards to an account they claim to have with me. I have repeatedly asked them to send me information regarding the contract they claim to have had with me. They finally did send me one and the address they have for me was an address I lived at for three years as per the date they claim that I signed up for this program, they have made many threatening calls to me regarding collection of this money. I cant get in contact with anybody that can help because I keep getting the runaround. Please help!

  

  Business Response

  Date: 02/06/2025

  Hello ****,
  
  My name is ******* *****, and I am the Senior Manger of Student Support at ISSA.  We appreciate the opportunity to address your concerns regarding your ISSA account.
  
  After reviewing our records, we found that you originally enrolled in our program in June 2021. To date, our records indicate that only $1 of the total $999 purchase price has been paid.
  
  Additionally, we have conducted a thorough review of call recordings from 2021 through 2023 and found no indication of fraudulent activity related to your enrollment. If you believe there was fraudulent activity involving your payment method, we strongly encourage you to contact your bank or credit card provider for further investigation.
  
  We understand that receiving collection-related calls can be frustrating, and we do apologize for any inconvenience. If you would like to discuss your account further or explore possible resolutions, please reach out to our ************************** Team at ************** (option 2) or ************************************************** We are happy to continue to assist in any way we can.
  
  Thank you for your time, and we look forward to resolving this matter with you.
  
  Best regards,
  
  ******* *****
  Senior Manager, ISSA Student Support

  Customer Answer

  Date: 02/06/2025

  I did not live at the address given during June 2021. I I did not have a bank account at that time. 

  

  Business Response

  Date: 02/07/2025

  ****,
  
  We appreciate your follow-up regarding your account concerns. After reviewing our records, we found that your initial contact information was first entered into our system in January 2007, which may explain why the address listed in the account was from that time period. Additionally, we located communication with you in July 2021, during which you were attempting to restructure your payments, and there was not mention of potential fraud.
  
  After a thorough review, we still have no evidence of fraud associated with your account. If you suspect fraudulent activity related to your payment method, we strongly recommend that you contact your bank or credit card provider, as they are best equipped to investigate and address potential unauthorized transactions.
  
  Please let us know if you have any other questions.
  
  Best regards,
  
  ******* *****
  Senior Manager, ISSA Student Support

• 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.

  Signed up for one of their programs and when I went to pay online it said my card declined. No big deal and went on with life. Today, a month later, I receive an email my card was charged for $104.83 for a program I wasn't enrolled in to my knowledge. Called customer service and got told management would get back to me at some point. Called my card who informed me I was charged, at the time, the initial amount to their website told me at the time it couldn't charge my card. Now, I have to wait, with charges on my card that I didn't approve, for someone to fix. I'm sure they'll use the "7 day" excuse they use for everyone else to steal their money but sort of hard to cancel something you didn't know you were getting.Want my money refunded of the original $49 I didn't know was charged and the recent amount of $104.83 I didn't agree to. Want refunded before any interest charged.

  

  Business Response

  Date: 02/04/2025

  Hello *****,
  
  My name is ******* *****, and I am the Senior Manager of Student Support at ISSA.  Thank you for reaching out and sharing your concerns. We apologize for any confusion or frustration regarding your most recent enrollment and billing experience.
  
  We want to assure you that we have already submitted a cancellation and refund request for your most recent purchase made on December 30, 2024. This refund ($153.83) should be processed within the next week or two, depending on your bank's processing times.
  
  Regarding your previous purchase from October 15, 2019, we are unable to remove that charge or waive the remaining balance owed. That enrollment remains valid, and any outstanding balance is still due.
  
  If you have any further questions or need clarification, please feel free to reach out. We appreciate your patience and understanding as we work to resolve this matter.
  
  Best regards,
  
  ******* *****
  Senior Manager, ISSA Student Support

• Initial Complaint

  Date:01/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spoke with ****** on 1/10. I was informed the first month is free and I put a dollar down. It was to be $99 after that. I did ask previously about financial hardship. I haven't been able to get ahold of him for our 30 min call and haven't started the program. The receipt says $107 which I never agreed to. When I reached out about financial hardship that person asked me if I could only make half of my payment this month and I explained well I only paid a dollar and this is supposed to be my free month correct and that I had never agreed to $107 a month. No response. I reached out to student services since I can't get a hold of anybody else to ask about navigating the course because it's a little confusing. I had a vague response. I've tried calling student services it somehow is enrollment though. When they transferred me to student Services nobody answers. When I tried the chat they say the email student services don't call and gave me a number for financial. But it's some person's cell phone in ****** that doesn't answer and that's led me to here where most likely my coach will probably **********'s interesting how all communication has stopped once my credit card information was obtained. Not one single response once my credit card info was obtained Look I want to get certified and you want to make money. I liked my coach and the conversation we have. What I don't like is feeling that my vulnerability came at a cost. According to the reviews on the better Business bureau not the only one that has this issue. The terms and agreement was not read to me before my credit card information was obtained. That being said if somebody can respond and help me I will go ahead with the certifications if they are actually real, accredited, I am not charged more than I was told I would be charged and I can also discuss how to navigate the course as I was promised and also ask about financial hardship. It's impossible to cancel within 7 days because nobody will respond.

  

  Business Response

  Date: 01/29/2025

  Hello ****,
  
  My name is ******* *****, and I am the Senior Manager of Student Support at ISSA. Thank you for reaching out and sharing your concerns. We appreciate the opportunity to clarify any misunderstandings regarding your enrollment and payment plan.
  
  After reviewing your account, we confirm that the total cost of your package is $1,188.00. If divided into 12 equal payments, this would be $99 per month. However, since you paid $1 down, the remaining $98 was evenly distributed among the 11 remaining payments, adjusting them to $107.91 per month. We apologize if this was not clearly communicated during enrollment.
  
  Additionally, the terms and conditions, along with your receipt and payment schedule, were emailed to you shortly after enrollment. If you need assistance reviewing those details, wed be happy to help.
  
  We understand that you previously inquired about financial hardship options. If you ever need to temporarily adjust your monthly payment, please contact our ************************** team at ************** (option 2) or email ************************************************** and they will be happy to assist.
  
  Regarding support for your Certified Personal Trainer course, we see that you have recently logged in and begun exploring the program. If you have any questions or need guidance, please reach out to ***************************************** and well ensure you receive the assistance you need.
  
  We regret any difficulty you experienced in reaching the appropriate departments and are committed to ensuring you have the best support moving forward. Please let us know how we can help.
  
  Best regards,
  
  ******* *****
  Senior Manager, ISSA Student Support

  Customer Answer

  Date: 01/29/2025

  I was not given the terms and agreement section until after my credit card was charged. In the terms and agreement, attached to the receipt it states that the moment I log on to the site, I am accepting the terms. This is unrealistic. I was never told this. The terms and agreement should be sent prior to taking my payment. I have not navigated the course. I couldn't so I reached out. I heard back but have not ever had any additional meetings. The financial hardship **** also responded offering two months of a reduced cost but has not responded to my email. I also only attempted to take the **** not the PT. I would like to be able to actually talk to someone about the financial hardship. 

  

  Business Response

  Date: 01/30/2025

  Hello ****,
  
  Thank you again for reaching out with your concerns. We appreciate the opportunity to further clarify and assist.
  
  After reviewing your enrollment call from 1/10/25, we confirmed that the terms and conditions regarding your payment plan were provided during the call and before your payment was collected. Additionally, the terms and conditions were emailed to you shortly after enrollment, along with your receipt and payment schedule. We regret if there was any misunderstanding regarding this process.
  
  We understand that you would like further assistance regarding financial hardship options. We would be happy to have a ************************** representative reach out to you directly to discuss possible solutions that may be available. Additionally, we understand you have questions about navigating your course(s). A Student Support team member can also connect with you to ensure you receive the guidance you need.
  
  Please let us know a preferred time and the best way to reach you, and we will arrange for the appropriate team members to follow up. You can also contact ************************** at ************** (option 2) or ************************************************* for direct assistance. For course navigation support, please reach out to ************************************************************************.
  
  We appreciate your patience and look forward to helping you move forward in your program.
  
  Best regards,
  
  ******* *****
  Senior Manager, ISSA Student Support

  Customer Answer

  Date: 02/06/2025

  I was not read the terms and agreement on the call. If you have a recording of that call please provide. Upon receipt of the $1 payment your terms and agreement say that if I even log on to the portal I am accepting the terms and agreement. I was never informed prior and could never get a hold of my *** after. I've since been told he's no longer with the company. Nobody informed me of that though so I was texting no one apparently. I was waiting for a call back about navigating the course. I did reach back out to financial hardship and they offered for February and March what I thought was going to be a little bit longer but it is what it is

• Initial Complaint

  Date:01/24/2025

  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 had enrolled w ISSA Sports because I was interested in a Fitness Certification at the insistance of the manager at LA Fitness Toms River!!! I enrolled in June 2023 and had to pay every month until I paid off my whole balance finally this month!!!Throughout that time however, I had trouble receiving help from the support staff at ISSA Sports as I was taking the course. Shortly after, I gone through the loss of my loved one and had severe stress and depression for awhile until I was able to find work which also took up alot of my time, I was so tired from my job that I had problems finding time to take the course the following year. In October 2024 I discovered that access to the course had expired in February and I said when I get a break from my job, I can take the course again and the *** says yes I can when i asked her and that the cost was only $******* forward to yesterday January 23, 2025, I contacted them again as I finally got free time then from my job and I wanted to take the course, the first strike against ISSA sports was that they attempted to charge me $14.99 but then the other *** said hold on, then another *** answers the line who was very uncaring and unsympathetic about my situation and pressured me to pay $320.00 to take the course again and said that's my only option since there was not much leeway, that's not what I was told in the beginning, and back in October 2024. I'll take the course again for only $10 otherwise I want my $688.00 in its entirety refunded, or else I will dispute every charge from ISSA totaling the whole $688.00 w my bank. That is not a threat, that is my promise!!!Con artist companies like this should be shut down!!!

  

  Business Response

  Date: 01/30/2025

  Hello ***********,
  
  My name is ******* *****, and I am the Senior Manager of Student Support at ISSA. Thank you for reaching out and sharing your concerns.First and foremost, we apologize for any perceived lack of support during your time with ISSA. We understand that navigating coursework while dealing with personal challenges can be difficult, and we regret any frustration you have experienced.
  
  After reviewing your account, we were unable to locate the communication from October 2024 in which you referenced being told you could regain course access for $10. However, we want to clarify our course completion policy, which is outlined in the terms and conditions emailed to you after purchase and discussed during the enrollment call. As stated, generally courses must be completed within a designated time frame with an option to extend for an additional four months if needed.  Once the course officially expires, you are required to re-enroll in the course.
  
  That said, we want to support you in completing your certification and are pleased to inform you that we have extended your course access through June 17, 2025 for no added fee. This will allow you the opportunity to complete your Group Exercise Instructor course and earn your certification.
  
  If you have any questions or need assistance as you move forward, please dont hesitate to reach out to our Support team at ************************************************************************.  We are here to help and look forward to supporting you in reaching your goals.
  
  Best regards,
  
  ******* *****
  Senior Manager, ISSA Student Support

  Customer Answer

  Date: 01/31/2025

  
  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.  And thank you!
  
  Regards,
  
  *********** ******
  
   
  

• Initial Complaint

  Date:01/23/2025

  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 signed up for their program on September 3, 2024. I proceed to be charged the first payment to start the course and I opened the whole course once. Neither in the starting call with the coach or the payment taking guy, was I informed I only have 7 days to cancel this, they sent an email saying this is your invoice but never this are your terms and conditions after scrolling through a huge email. Very shady. Ever since Ive been getting called, day and night regarding a payment of a service I havent used since day 1. Telling them I dont have a job and Im not in a financial situation to pay them their useless course, their answer is okay Ill put this in the notes and call again the day after. Email after email spamming me with ******** too. Ive called my bank several times to try and block them from charging my card in the future and they said they cant, they have to wait for it to be charged. Well it hasnt been charged because its been closed since September because It is overdue and I havent been able to pay it, but they still try getting their money month after month. I saw the previous complaints and the ISSA guys did it once, please cancel the contract, agreement, whatever you call it. I dont want a refund, I just need you guys to stop trying to charge me for a course I opened once. Please I dont know what else to do. I will not pay the whole thing because I cant and even If I could, This isnt something I think of paying in the future.

  

  Business Response

  Date: 01/27/2025

  Hello ****,

  My name is ******* *****, and I am the Senior Manager of Student Support at ISSA.  Thank you for bringing your concerns to our attention. We regret the frustration and inconvenience you have experienced, and we appreciate the opportunity to address your situation.

  After reviewing your account and correspondence, we confirmed that our 7-day cancellation policy was communicated during the enrollment call.  Additionally, the terms and conditions outlining the policy, along with other important enrollment information, were emailed to you on the day you enrolled. We understand that these details may not have been immediately clear amidst other communications, and we apologize for any confusion this caused.

  That said, we understand that personal circumstances can change unexpectedly, and we want to offer support where possible. Although your cancellation request fell outside the policy window, we have decided to honor your request to cancel your courses and all future payments.
  
  We hope this resolution provides the relief you were seeking. If you have any additional questions or need further assistance,please dont hesitate to reach out to us at ************************************************************************.
  
  Best regards,
  
  ******* *****
  Senior Manager, ISSA Student Support
  
  

  Customer Answer

  Date: 01/27/2025

  
  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:01/22/2025

  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.

  On 1/9/25 I purchased 2 courses for 640$. The senior advisor quoted 150$ for both classes books, quizes and exams. The tuition was paid for by ************************ and a memorial fund. When I went to purchase books, for the one course, the bookstore was going to charge me $****** for one book, the quizes and final exam plus shipping and tax. This one class far exceeded the 150$ quote for 2 classes.I contacted the senior advisor and requested $320 be returned so we can afford the book quizes and exam. He told me I purchased a buy one get one free and that the bookstore is a 3rd party and he has nothing do with that. I said you NEVER said the classes were buy one get one in either our email or texts. He said it's too long, I am not refunding anything. This was 10 days after the classes were purchased. Their policy is 7 days which I was not informed. He is willing to change classes to ones with no quizes but my son wanted the strength and conditioning certification. Also the senior advisor said the ISSA bookstore is run by a third party and he has nothing to do with their cost. I trusted him to give me an accurate quote for the printed material for both classes. We have very limited resources. The senior advisor is aware. In order to afford the ****** for the strength and conditioning printed material, we need the other class cancelled and return 320$. The senior advisor keeps saying we got a buy one get one free so there's nothing to return. But NEVER did he say this was the case. Instead he said he got the tuition down to 320$ a class. Also as a senior advisor I am shocked he does not know what the ISSA bookstore is charging. The prison ministry tried to contact administration, but has been unsuccessful. We HONESTLY did not know he was selling us a buy one get one free. I believe their returning 320 to the prison ministry is fair to ask. This is the only way we can afford the printed materials for the strength and conditioning class my son wanted

  

  Business Response

  Date: 01/24/2025

  Dear ******** (on behalf of ****** ***** *****),
  
  My name is ******* *****, and I am the Senior Manager of Student Support at ISSA.  Thank you for reaching out and sharing your concerns regarding the cost of printed materials and your recent enrollment. We sincerely apologize for any confusion or lack of clarity about the package purchased at enrollment and appreciate the opportunity to address this matter.
  
  Heres what we found:
  On January 9, 2025, you purchased two coursesStrength and Conditioning (***) and Tactical Conditioningfor $640 using a discounted bundle rate, which reduced each course to $320 from the original price of $799 per course.
  The Tactical Conditioning course was later exchanged for the Exercise Recovery Specialist (***) course at the same price of $320.
  
  Regarding the cost of materials, we replicated the bookstore purchase and reviewed the pricing for the *** and *** books, quizzes, and final exams. The total for both courses and materials, including shipping and taxes, came to $171.05. This closely aligns with the initial $150 estimate, with minor differences due to taxes and shipping.
  
  We regret any lack of clarity during enrollment about the bundle promotion and associated costs. While we cannot refund the $320 for the *** course due to our seven-day cancellation policy, we are committed to supporting you and ensuring your son has the resources he needs to succeed.
  
  To assist further, we are pleased to offer you a 25% discount coupon for your bookstore purchase (you can contact us for the discount code). We can also help confirm costs and ensure your bookstore order is set up properly before purchase.
  
  Please dont hesitate to contact us at **************************************** to discuss your next steps or if you have additional questions. We value your trust and are here to support you.
  
  Best Regards,
  
  ******* *****
  Senior Manager, ISSA Student Support

  Customer Answer

  Date: 01/28/2025

  
  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,
  
  ******** *****