Complaints

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

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  Xcel Solutions LLC

  7700 Square Lake Blvd – Building 2 Jacksonville, FL 32256

• 

  Xcel Solutions LLC

  11655 Central Pkwy Ste 306 Jacksonville, FL 32224-2659

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:03/10/2025

  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 tried to take property and casualty training at Excel solutions because I had a good experience with them a few years ago in life and health but that was because they're training was video based. When I took training this time it was mostly reading and I could not retain the information I passed a test that had to do a certification but only because I memorized the questions because I took the test so many times many many times. I cannot pass the state exam with this kind of training that I got from Excel solutions and I want my money back. Simply reading is not going to cause you to retain enough information to pass that test and reading is mostly what this study course was about.

  Customer Answer

  Date: 03/11/2025

   

  That took some training at Excel solutions and almost all of those reading and if you read for comprehension you're not going to remember enough of it to pass the test. There was some review videos but it was a light review of what was studied it did not cover a thorough review of what was studied. I passed the certification test for my state but it was only because I took the practice test over and over and over and over again. I did not learn the material well enough to pass the state exam to get my license in property and casualty. I want a refund because the training was an adequate there was no better than just reading out of a book. You cannot retain enough just reading in order to pass that test at least I can't. I want a refund.

  Customer Answer

  Date: 03/14/2025

  The complaint is this I did not get adequate training to prepare me for the state examination it was no more effective than reading a book it did not produce proper retention of the material so that I could pass the state exam I did pass a certification exam but that was only because I took the exam over and over and over and over again until I had memorized the answers to the certification exam otherwise I wouldn't have passed it either. I want a refund of my money the training was inadequate.

  Business Response

  Date: 03/14/2025

  Thank you for the valuable feedback provided. 
  
  Regarding your statement about the company offering video-based courses, we previously had a subsidiary that provided such courses, but that subsidiary was sold years ago. Your refund request was denied per our policy, as the course was fully completed, a certificate was issued, and the information was uploaded to the state. The P&C course primarily consists of reading materials rather than videos. However, you previously took the L&H course, which is predominantly video based. 
  
  We appreciate your feedback on the course. I will share your concerns with our Product department. 

  Customer Answer

  Date: 03/17/2025

  Dear *** I passed the certification because I took the certification test again and again and again and again until I memorized the questions and answers I did not know the material I only memorized the questions and answers and this insurance training is supposed to prepare me for the state exam which it did not it is inadequate and I want my money back

   

   

  Customer Answer

  Date: 03/17/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 23043253

  I am rejecting this response because:

  Dear *** I passed the certification because I took the certification test again and again and again and again until I memorized the questions and answers I did not know the material I only memorized the questions and answers and this insurance training is supposed to prepare me for the state exam which it did not it is inadequate and I want my money back

   

  Regards,

  ****** *******

  Business Response

  Date: 03/24/2025

  We have processed your refund as agreed, and you can expect it to be reflected in your bank account within 1014 business days. Following this, we will be concluding our business relationship, as we have fulfilled the requirements outlined in the course you purchased.  We appreciate your feedback and understand your experience. Thank you for your time, and we wish you the best moving forward. 

• Initial Complaint

  Date:01/02/2025

  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.

  In the past this company has been a lot more effective, now that I really need assistance they are being unreasonable and on top of that I paid $45 for a 30 days extension on my course that now I cannot keep studying due to the issues in my account. I have been trying to have my name fixed and I cannot do it on my end and they refuse to do it over the email and over the phone there is always a cue with another15/18 people before me. All I need is my name to be fixed so I can move forward, in addition I want a refund of 50% of what I paid since I haven't been able to move forward due to their horrible customer service.

  Business Response

  Date: 01/09/2025

  Thank you for the valuable feedback provided. 
  
  We reviewed your account as see you initially contacted us via email on 11/18/24 to request a name change to "***** *******" Our administrative team promptly updated your account accordingly. 
  
  On 12/19/24, you emailed us again to request another name change, this time to your legal name, "******* ******." At that time, the Team Member advised you to call our support team, as the name had already been updated once. Following this call, the Customer Service Representative you spoke with updated your name on the account as requested. 
  
  Given that our team fulfilled your requests at each step, we regret to inform you that we cannot accommodate your request for a 50% refund. We wish you the best in your educational journey. 

  Customer Answer

  Date: 01/13/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

  ***** - ******* ******

   

• Initial Complaint

  Date:12/02/2024

  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 call have to wait for over 40 minutes then am told to leave a voicemail. Unbelievably bad customer service. Want a refund but seems I'mpossible to do it. Sure yall do it on purpose. Should of known the life insurance field is just one big scam.

  Business Response

  Date: 12/10/2024

  Thank you for the valuable feedback provided. 

  First, I want to apologize for your experience.  Xcel Solutions has been in business since 2012 having served over one million students, with ******* plus every year. 
  
  Yes, your original call was not answered but when you called in again it was answered, and your refund was processed. Your refund was processed on 12/3/24 - please allow ***** business days for the money to reach your bank account. 

• Initial Complaint

  Date:09/30/2024

  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 was on my 23rd hour of my course when i tried to log in the next day it said the wrong password , even though it has been the same password , it sends no link to my email or number and worst part is ive wasted like 4 days waiting when my course ends october 9th and i have to pay another $45 to extend the course, do they bug it out? also tried customer service and no help

  Business Response

  Date: 10/10/2024

  Thank you for the valuable feedback provided. 
  
  Currently you are in the Laws and Rules where you enter personal info.  When you enter personal info, such as Social Security Number, the system will auto-lock you out and you will be forced to reset your password. 
  
  On 10/10/24, I can confirm we made contact with you and were able to assist in resetting your password. 

• Initial Complaint

  Date:09/20/2024

  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 paid Xcel Solutions for an online course several weeks ago. The course is about preparing the *********************** exam. I completed the course with the provided intense reading materials and stimulator questions timely and passed the state exam Monday 9/16/2024. Sunday 9/15/2024, the day before the scheduled exam, extra 1200 exercise questions were added/loaded/popped up in my profile/account at their website stating that it won't cost me additional fees/charges and it will help me improve the opportunity of passing the state exam. Xcel Solutions called the said questions the **** courses on top of what I was originally paid and enrolled. Part of the state licensing process is that I need to prove the completion of said online course by filling the affidavit/certification to the state. Now Xcel solutions is holding my affidavit/certificate and refuse to release it because their website states that I did not complete said 1200 questions which requires 80% passing score. For your info, the state exam has 155 questions. It took me three hours. With 1200 questions, I would need to take my work days off to complete and that doesn't make any sense. Also Xcel Solutions places a deadline/expiration date against my account with short notes and I need to pay extra if I need to extend the materials. I emailed Xcel Solutions twice since Sunday. They don't reply. I called them three times last several days and was placed on extensive hold by their voice machine for 1+ hours each attempt with the longest one for 2 hours. It looks nobody is working in their backup office at all. It is ridiculous. I need the affidavit/certificate to move on my licensing/registration so that I can do insurance business at my workplace. Xcel Solutions should release the affidavit/certificate and send it to me right away.

  Business Response

  Date: 09/30/2024

  Thank you for the valuable feedback provided. 

  We are unable to release your affidavit and certificate due to the following requirements: 
  
  CA Insurance Pre-license Course - Required Study Hours 
  Life, Accident & Health 52 hours (includes 12 hours of ethics with Anti-Fraud Training) 
  Certification Information Requirement: 
  20 hours per line of authority plus 12 hours of ethics 
  
  As of 9/30/24 You have only provided 47 hours, 12 minutes 34 seconds. The next step is to finish the course and spend 52 hours within the course. After this your affidavit will be available. 

• Initial Complaint

  Date:06/03/2024

  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.

  You could rephrase your message in a more professional manner as follows: "I recently discovered that the company I was working with in obtaining an insurance license, unknowingly to me, is involved in fraudulent activities. Despite receiving a discount from them, I have come to realize the questionable nature of their operations. Upon realizing this, I promptly contacted their customer service to address the situation and requested a full refund of the $149.00 and additional charges I incurred. Unfortunately, the response I received lacked empathy and failed to acknowledge my predicament. Given the circumstances, I find it necessary to escalate this matter to the Better Business Bureau (BBB) for further investigation and resolution. I believe that as a consumer, I am entitled to fair treatment and a refund in this situation. I have also documented my concerns via email to the company. I kindly request your assistance in resolving this issue promptly. Thank you for your attention to this matter."

  Business Response

  Date: 06/20/2024

  We have reviewed your experience with our company. Our representative received a call from you on 5/17/2024 to discuss the review course you had finished. You were concerned that it did not appear finished, but the representative assured you it was a one-time through course. 
  
  You called back on 5/31/2024 and sent an email requesting a refund on a course. There was no mention of dissatisfaction with the company you were with or us on the call. The agent confirmed you had finished the course and would not receive a refund.  
  
  Our school refund policy is listed on your receipt and the school website for your review. 

  
  Online Courses 
  -Starting from the date of purchase, students have 30 days to request a refund. 
  
  Livestream and Classroom Courses 
  -Students have until 3 days prior to class start to request a refund. 
  -Livestream and Classroom students who do not attend their scheduled class will not qualify for a refund. 
  -Students can swap to a self – paced online course if they no longer qualify for a refund 
  
  Exceptions to the Above 
  -Once the student has accessed, opened, or started the training material (ex. course, study tool, review, extension, etc.), the course/package is now non-refundable. 
  -Textbooks and shipping are non-refundable. 
  -Any refunds will be refunded less a $24.95 refund fee 
  -When applying a discount code post-purchase, any refund will be refunded less a $4.95 fee 

  Customer Answer

  Date: 06/20/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:  it is not accurate. I did not keep company was a scam instill later. and I did say I was not happy with my experienc. 

  Regards,

  ***** ******

  Business Response

  Date: 06/28/2024

  Thank you for the valuable feedback provided. 
  
  I do apologize for any miscommunication.  At the time of the purchase, you signed our company’s Terms and Conditions which included the refund policy. At this point we are willing to severe ties and issue a full refund of the course only price of $149.00. We wish you the best of luck in your future endeavors. 

  Customer Answer

  Date: 06/28/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

  ***** ******

   

• Initial Complaint

  Date:03/04/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wish to make a complaint against Select Home Warranty. Today I cancelled my service with them and was told they would be charging me a $75.00 cancellation fee. This is ridiculous if I would have know there was a cancellation fee I would have never signed up.I had another home warranty company and they did not charge me a fee when I cancelled.

  Business Response

  Date: 03/07/2024

  Hello,

   

  While I am sorry that you had a bad experience, our company name is XCEL Solutions and we only offer online pre-licensing courses. We do not do home warranties or sell any type of insurance whatsoever. Perhaps you were looking for an different XCEL. I hope that get your dispute resolved successfully/. Good luck.

  Customer Answer

  Date: 03/08/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

  ***********************

   

• Initial Complaint

  Date:11/06/2023

  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.

  Insurance exam prep was purchased with this company. After signing up for the program I was then informed by the home screen the product was only good for 30 days. After realizing this I knew this was not a program I could complete in 30 days and would have never signed up had I known this. Screen shot attached, again this information was NOT available until after the course was accessed Purchased on Friday, today Monday, tried to called them. First time on hold was 39 minutes, sent an email was told I needed to call to request the refund. Second time calling was on hold for 25 minutes. The lady who answered the phone told me that once the program was accessed there are no refunds.......but until you access the program you aren't advised there is a time limit to the program. I told her I never agreed with those terms and she said I did when I accepted the terms and conditions. If a company needs to put these VERY important details into the small print of the terms and conditions to sell their products that's very misleading to the consumer. When I asked the rep for a copy of the terms and conditions she said I had already agreed to them. I told her I would be filing a dispute with my credit card company, a better business bureau complaint she told me to "go for it" Their refund policy (screenshot attached) plainly states within 30days off course purchase. This company is beyond misrepresenting their service, their customer service is beyond horrible and I certainly hope others do their research before dealing with this shady company. I will tell everyone I know and will also be filing a complaint with the state of TN as well as the state of Florida for licensing of this company (if they are even licensed. DO NOT PURCHASE from this company Their customer service reps talking degrading to the consumers is the NUMBER 1 reason!

  Business Response

  Date: 11/15/2023

  *****,

  While I do not agree with the way that you were spoken to, the CSR was correct about the refund policy. I have attached the terms and conditions that are presented before the purchase. You must check the box and agree to them before you can purchase the course. The terms and conditions clearly state the 30 day expiration of the course. Our course is designed to be completed within 7-10 days. Upon completion, students are given another 30 days at no cost as well as our Prep and Sim practice courses. In the event that a student cannot complete the course in the 30 days, we offer a one-time courtesy 15-day extension. We also offer a paid option of 30 days for $44.95. In my opinion, our service was not misrepresented as you agreed to these terms by checking to box. 

  That being said, I will take this up with the Support team as a training moment. No one should be spoken to that way and I apologize for this. I will send a refund request to Support so check your account within a few days. I wish you luck in your future endeavors.

• Initial Complaint

  Date:10/24/2023

  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.

  I paid $30 for a TX insurance certification, but the course will not open. It gives an error message. I'm not completing the course because I will not be working with the company that required it. I would like a refund as I was not able to access the course and I will not be needing the certification.

  Business Response

  Date: 11/02/2023

  **********

  Your course is still active and available. For students that have technical difficulties, we suggest that they call Support at ************. I checked your file and I see that no call was received for your account. Our refund policy (located at and also on your receipt upon enrollment) states that "students have 30 days to request a refund. Once a course has been accessed or opened, the package would be non-refundable. There will be a $24.95 processing fee for any refunds". Your course was opened and worked on 2%. Instead of directly reaching out to the BBB to lodge a complaint, I wish that you would have called or reached out to us so that we could look into your issues and possibly work with your situation. Based on the refund policy we cannot issue a refund for your course at this time. You can still work on your course if you wish and I can extend it at no cost should you need more time. We wish you the best of luck in all your future endeavors. 

  Customer Answer

  Date: 11/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: I called and spoke to an agent called *****. I told her I was not to view the course and that I was no longer interested in pursuing the course. I did not access the 2% you mentioned because of the error message. I dod not need technical assistance. Why should I pay for something I did not view or read? You are changing me for accessing the error message??

  Regards,

  ********* *****

  Business Response

  Date: 11/15/2023

  ********** The fact that you received an error means that you accessed the course. The refund policy states that refunds will not be issued if you access the course at all, which you did. Although it is against the refund policy, I have instructed Support to issue you a refund. Please look out for that within the next few days. 

• Initial Complaint

  Date:03/09/2023

  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.

  I paid $199.00 for the Ohio Pre-Licensing for P&C. There are numerous grammatical errors, punctuation errors, duplicating sentencing, spelling errors and errors in sentencing structure. On a chapter exam it stated I answered the question incorrectly, however, the correct answer was the one I had chosen. I have emailed their customer support for a refund. I am not confident at all about this online class and actually fear that I will not pass the exam if I continue with this program, which only gives you 1 month and charges you extra to extend the lessons. I feel as if I have wasted, and lost, my money that could have been spent on a better, more professional pre-licensing program.

  Business Response

  Date: 01/23/2025

  Date: 1/22/2025 

   

  Better Business Bureau 

  ********************************;

  ************, FL 32207 

   

  Subject:  Complaint ID # ******** 

   

   

  Hello, 

   

  Thank you for the valuable feedback provided. 

   

  We apologize for your experience. Thank you for the information concerning the course, we will reach out to our Content team about your suggestions. 

   

  On March 13, 2023, we refunded you the $199 that you had originally paid. 

   

   

  If you have any questions or require additional information, please do not hesitate to contact me at ****************************************************************************************************** or **************. 

   

  Sincerely, 

  Customer Service Manager