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Business Profile

Training Programs

Fast Forward Academy

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Training Programs.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/05/2025

    Type:Delivery Issues
    Status:
    Answered
    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 ordered a product on 1/12/25 and have not received the product nor have I received any response to several emails sent to inquire into the delivery date or tracking number of the package.

    Business Response

    Date: 02/19/2025

    Good Afternoon,

    Thank you for bringing this matter to our attention. We appreciate the opportunity to respond and address the concerns raised by the customer regarding the delay in shipping their order. We sincerely regret the inconvenience caused and recognize the importance of delivering a smooth and timely experience for our customers.

    Background & Timeline:
    The customer placed an order for flashcards on January 12, 2025.
    The customer inquired about the shipping status on January 14, 2025, as the order had not shipped within the expected 48-hour window.
    The customer followed up again on January 21 and January 22, 2025, but unfortunately, the order did not appear on our shipping report until January 23, 2025. This was an internal issue on our end, and we acknowledge that our Support team should have researched and helped sooner.
    The order was shipped by our printing and shipping vendor on January 24, 2025. However, due to severe storms, the printing and shipping vendor was closed from January 20 to January 23, 2025, impacting shipping timelines.
    The customer reached out again on January 29, 2025, as they had still not received the order.
    On January 31, 2025, our Support team provided the tracking number, which confirmed that the shipping label was created on January 24, 2025, and that the package had been shipped via ****. Unfortunately, the customer did not receive this email.
    The order was delivered to the customers PO Box on February 3, 2025, per USPS tracking records.
    The customer requested a refund on February 5, 2025, citing the shipping delays and the BBB complaint.
    Our Support team attempted to reach the customer via phone (leaving two voicemails) and via email from an alternative platform to ensure communication was received.
    Initially, a refund was not processed. However, when this case was escalated on February 13, 2025, we took immediate corrective action, processed the refund, and reached out to the customer.
    Resolution & Future Commitments:
    We fully acknowledge that the delay the customer experienced was unacceptable. While the weather-related closure at our printing and shipping vendor contributed to the shipping delay, the primary issue was our failure to properly track and assist the customer in a timely manner. We have addressed this internally to prevent similar issues moving forward.
    As part of our resolution:
    A full refund has been issued to the customer.
    We have reached out via both phone and email to confirm receipt of the order and the refund.
    We have offered the customer a 50% discount on a future EA course and free 2025 flashcards as a goodwill gesture.
    We take this matter seriously and have reinforced best practices with our Support team to ensure better tracking and customer assistance. We appreciate the customer's patience and sincerely apologize for the frustration caused. We remain committed to delivering a better experience for all our customers.

    Please let us know if you require any further information.

    Thank you,

    ******** *******
    Fast Forward Academy Support Manager

  • Initial Complaint

    Date:01/27/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The *** material and test bank service is committed to be until pass all exams on their website, as you can see from the pdf doc attached, while the *** exams made change in 2022 and Fastforward decided to stop the update and totally close the service gradually Fast forward has a community which is good, the problem is there is no reminder of new post if you are not involved in or you are not mentioned(@) and the only reminder is when you ask a question and someone replied you which is you only get reminder for post that you're involved, or you won't know there is a post. Fastforward has every members' mail and they could send mail to members for important notice easily, but they didn't do that, instead, they only post a notice in their community which many members don't know at all until very late. For myself, I only knew Fastforward stop service even not from their community but the online news, in Oct/2024. At this point, even if they don't terminate the service, their old(stopped) material is not suitable to be used for the exams anymore because the material is very outdated, like tax, I believe you know some deductions and threshold change every year. Even if we leave the exams change aside, they decide to stop update from 2023 is unfair as I only became member in Apr/2021, many *** material provide 18 months or even 30 months (unlimited months if you pay more), and what's more not right was in Jan/2023 Fastforward posted welcome to the community (after the *** exams change) but in Mar/2023 they suddenly posted they decided to stop update and as mentioned, which was no any reminder of this post and many memebers don't know at all as mentioned above I like Fast forward, I really do, but they break their commitment. I have 2 options, one is to refund my $559.2 payment, the other is transfer my account to other *** material like ***** transfer their member to ****** (I actually prefer transfer my account, as my goal is to pass the exams)

    Business Response

    Date: 03/10/2025

    To whom it may concern,

    I am reaching out regarding this BBB complaint we recently discovered on your site after being notified by a customer that they had filed it. To date, we have not received any direct communication from the BBB regarding this matter.
     
    The complaint pertains to a course that we no longer offer. The customer originally received access to the course in 2021 through a third-party vendor we previously partnered with. As the purchase was made through this third-party vendor, we are unable to process or offer a refund for the course. Additionally, the terms for customers purchasing through third-party vendors differ from those who purchase directly from us. Customers who purchase directly from our company receive access until they pass their EA exam and obtain certification. However, customers who purchase through a third-party vendor are granted access for a maximum of two years. All information regarding Terms and Conditions has been communicated to the individual and they are aware they purchased the product through another party and that party's terms apply to the transaction.
     
    Furthermore, our Terms & Conditions clearly state that the "access until you pass" guarantee is only valid so long as we continue to offer the course. Since this product has been discontinued, that guarantee is no longer applicable.
     
    It is also important to note that this customer has been volatile and threatening from the outset of our communications. Given that the original purchase was made through a third party and not directly from us, we respectfully request that this complaint be removed from our record.
     
    Please let us know if you require any additional information. We appreciate your time and assistance.


Fast Forward Academy is NOT a BBB Accredited Business.

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