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:02/28/2025

  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 have reached out multiple times via emails, phone calls, and chat regarding an issue with a course I am taking. I pay monthly for their services. It has now been over two weeks without resolution. ******** assured me that this issue would be fixed within a couple of days, but it does not appear to be resolved.Additionally, ******** offered to extend my certification until the end of March, but this extension is not reflected on the site.I am extremely disappointed by the lack of response from ACE and would appreciate immediate clarification and resolution.

  

  Business Response

  Date: 03/10/2025

  We have contacted the customer regarding the issue and are actively working with them to find a resolution once the course is complete. 

• Initial Complaint

  Date:02/28/2025

  Type:Customer Service 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 have been trying to reach ACE with questions about renewing my certification (which I have held since 2019 and have renewed every two years since). I have tried the chat only to be told by the automated system that there is no one to help me. I have called only to hear that there are no representatives available to help me. I have left voicemails that have not been returned. I have emailed that have not been acknowledged or returned. I have messaged them on Facebook with no response. They have shut down the ****************** on Facebook and are not allowing comments or posts to be made there either. Where is the customer service? They certainly have no issue taking my monthly payments, and I see that their main Facebook page is still active, so what is the issue here? I also see that I am not the only one who is having these issues. No longer proud to carry the ACE certification and am looking at other reputable, credentialed companies.

  

  Business Response

  Date: 03/03/2025

  ACE has contacted the customer to provide support regarding her inquiry.

• Initial Complaint

  Date:01/17/2025

  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.

  I have reached out to ACE by phone 3 different times and left messages twice during business hours and I have emailed them and no one is EVER available nor do they respond to emails or return calls. I've attempted to use the chat assistance many times and the chat hangs up on me when I select the subject matter; once when I selected a different subject matter it gave me this message: Sorry, all of our agents are offline! Please feel free to contact us over the phone at ************. We appreciate your patience! I tried contacting on the phone and no one is EVER available! Does anyone work there anymore??? I need assistance and can't talk to anyone (yes, I've searched their website and it does not help solve my issue.)

  

  Business Response

  Date: 01/21/2025

  ACE has reached out to the customer to seek further clarification regarding their complaint.

  Customer Answer

  Date: 01/21/2025

  
  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:12/28/2024

  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.

  1. Personal Training Certificate paid and completed 2017 2. Communicated 2020 and agreed upon a grace period to keep my certificate active based on having acquired NCBTMB Stretch Practitioner certificate 3. Continuing education to maintain Personal Training Certificate paid and completed December 2021; Nutrition Specialist program 4. Continuing education to maintain Personal Training Certificate paid and completed December 2023; Corrective Exercise Specialist program Visited my ACE account in October 2024 and discovered that my certificates were somehow removed and my personal training certificate now shows as having expired 2021 Have been emailing and attempting to receive a phone call ever since, but no one is helping and they refuse to call me back or acknowledge my requests for a phone call.

  

  Business Response

  Date: 01/06/2025

  ACE has reached out to the customer regarding this complaint. We have addressed her concerns and offered her options moving forward.

  Customer Answer

  Date: 01/06/2025

  The responses of the American Council of Exercise have completely disregarded my requests for an actual investigation into my account and past communications with them regarding the maintenance of my certification status, as well as my many requests to receive a call back in attempt to resolve the problem over the phone with both parties (myself and ACE) looking into the history of my account. The ********************** are treating this as a small matter, when in fact my career and livelihood are at stake. I paid for and completed these certifications and continued education courses, and communicated with their representatives in order to maintain active status since 2017. My account should reflect that. They should be investigating, not just telling me that I have to pay to recertify and ignoring all else.

  

  Business Response

  Date: 01/13/2025

  The American Council on Exercise (ACE) is currently working with the Complainant to amicably resolve the allegations presented, as well as investigating the substance of the grievance. ACE denies any wrongdoing and reserves the right to supplement and/or clarify any purported issues with respect to this customer.

  Customer Answer

  Date: 01/23/2025

  emailed saying they would finally honor my request to speak with a representative and finally resolve this issue, but I still have not received that call and it has been a week since their promise to call.

• Initial Complaint

  Date:12/22/2024

  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 want to discuss a refund. I emailed and someone will get back to me in 2-3 days. Call there number and no agents available or chat says agent offline. This has been going on for 2 months.

  

  Business Response

  Date: 12/27/2024

  Thank you for reaching out. As of today, we have not received the materials back at our warehouse. On November 7th, instructions for returning the materials were sent to you, and the email you sent on December 18th was responded to the same day, advising that we had not yet received the materials and cannot process a refund until the items are returned.

  
  If you have already returned the materials, please email ***************************************** with the tracking number for your shipment. This will allow us to investigate further and work toward resolving the issue for you as quickly as possible.

  
  We appreciate your patience and understanding in this matter and look forward to assisting you.

• Initial Complaint

  Date:11/15/2024

  Type:Customer Service 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 see that ACE has rules their personal trainers have to follow. But how can I file a complaint? A personal trainer is seriously violating rules, and when I try to call and chat with ACE no one is available. I need contact with info on how to *** a complaint and how long the complaint process takes, as well as if I have to identify myself in the complaint. I am now scared of the trainer, but all things he's done is easily seen via social media

  

  Business Response

  Date: 11/25/2024

  ACE has reached out to the complainant and provided details regarding the formal complaint process. 

• Initial Complaint

  Date:11/07/2024

  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 have had professional GroupEx and/or Personal Trainer certifications through ACE my entire 35+ career so I purchased their Personal Trainer certification course materials and exam (for $689) and registered to take their ProctorU online exam on October 31, 2024 at 110pm. I did all the pre exam prep (as directed) the day before to make sure my computer was ready. I started to connect with the exam ******* (following all the directions) around 1250pm. (I have a newer model MacBook and super high-speed internet, btw). After multiple attempts and only getting as far as the spinning wheel of death "preparing to launch" screen, I tried contacting both ACE and ProcturU as directed in both the exam prep email and the web sites. I was finally able to connect to a ProcotorU person who led me back to an online tech support where nobody ever answered. This went on for OVER AN HOUR. I was never able to take the exam but was marked as "Did Not Attend" which makes it look like I just decided to no show???? I am now scheduled to take the exam (in-person because I in NO WAY trust trying online again) BUT HAVE TO PAY THE EXTRA $250 EXAM FEE. I have tried multiple times to contact ACE through their online messaging and phone only to be told EVERY TIME nobody is available to message/answer the call. I have left multiple messages and have not had any response back. It feels I've been trapped into paying extra to solve an issue that was not my fault, and ACE is completely uninterested in helping me resolve the issue, while being happy to take repeat payments. ACE is taking advantage of their position to make people pay exorbitant prices/fees in order to become certified. This makes all their professional spokespeople and employees look terrible. I would like to take my certification exam as scheduled, but feel I am owed the $250 retake fee--I already paid for the original testing experience and did my best to take the test as scheduled.

  

  Business Response

  Date: 11/12/2024

  ACE has reached out to the candidate and offered a resolution. 

• Initial Complaint

  Date:10/11/2024

  Type:Sales and Advertising 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 Sept 17 2024 I went to take ACE health coach exam in ************** ***************. They didnt allow me to take the exam in the facility because they said that ID information and the information in the exam does not match. The staff in charge in Expertis that day called Meazure and they said that I need to contact ACE that I did multiple times. I used the same ID that I had used in previous ACE Health coach exam that I took . In PR all official ID has the maiden name and I used the same ID.I tried multiple times to call ACE to resolve this and nobody responded . In my dashboard appears that I didnt attempt to take the exam and thats not true. I was there and also signed a document requested by Expertis staff. I wish to take the Health Coach exam that I paid for it $249 on 08/20/2024. I tried to contact in different manners and nobody respond. This is a bad customer service and experience too. My complete name is ****** Y ********* ******. I presented my drivers license that is official ID and have my complete name as mentioned. I want a response from ACE and have the opportunity to take the exam without any other charges.

  

  Business Response

  Date: 10/17/2024

  ACE worked with its testing agency to better understand the candidate's testing experience; and in turn, ACE reached out to the candidate to offer an explanation and to offer resolution.

• Initial Complaint

  Date:09/20/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 19 SEP 2024, I scheduled my Group Fitness Instructor certification exam for 20 SEP 2024, at 5:10pm (KST). I logged in early as directed to give me some potential time needed for technical issues. I not only experienced technical issues through their scammer partners in crime (MeazureLearning and ProctorU), I was not able to take my exam. After repeat AI conversations about downloading, installing, uninstalling, and restarting my computer to access the exam through the Guardian browser, I was told to make a permanent windows 10 home/pro change with an additional fee in order to access Guardian to access my exam 40+min after my start time. I gave ACE roughly $400 dollars for the training (with hard copy textbooks I never received) and the exam. Then I learned that I needed to pay an additional windows fee that would permanently change my computer and potentially ruin the desktop savings and or cloud I share with my wife in the states, in hopes of being able to take an exam I'm super late for now? I was not allowed to speak to a real person on the phone, but I left two voicemails. I was not allowed to speak to a live agent on the ACE or ProctorU site, but I got nowhere fast with their AI. I still have not received a simple "read" notification or a reply period! If I cannot take my exam I would like a refund, and I would like for all service members, their families, and American civilian residing abroad to be put on notice about how ACE and their "partners" conduct business!

  

  Business Response

  Date: 09/24/2024

  ACE has corresponded with the customer and offered resolution in the form of a complimentary exam.

  Customer Answer

  Date: 09/25/2024

  
  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:08/27/2024

  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 paid for and completed a sports specialist course to renew my certification. Took several hours. Once I was finished my certification did not renew. Via chat I was told I need to speak on the phone. After being on hold for more than an hour I was told that in my 26 years of being certified I had previously taken this course and it will not count towards my CESs. I have never heard of this and I have been a part of ACE since 1998. I want my certification renewed and **** counted as well as a new sports specialist certification.

  

  Business Response

  Date: 09/04/2024

  We have offered a full refund for the purchase, and sent the return instructions on August 27, 2024, as the course was previously completed on October 20, 2022. According to our renewal handbook, which is available to all ACE " "Repeating the same continuing education courses during subsequent renewal periods does not demonstrate continued competence for a certified professional and therefore would not be granted towards the certified professional renewal cycle. **** for the same courses would only be awarded once."  Since the course has not had any updates since the last time it was completed, it cannot be counted toward the customer's current renewal cycle. In light of this, we have extended the renewal period for 6 months to give the customer additional time to complete the necessary requirements with no additional late fees. 

  Customer Answer

  Date: 09/05/2024

  ACE has never mentioned anywhere to me since 1998 that course couldnt be done a second time. My fitness specialist certification expired. How am I supposed to renew it if I cannot take the course again. It also allowed me to purchase the course with no notifications about not be able to take the course and allowed me to spend more much of my time studying, reviewing videos and reading the study material while taking quizzes and tests to accomplish the certification. Now my not only will my fitness specialist certification be expired but so will my ACE personal training certification.