Complaints

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

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• 

  ACT Inc.

  500 ACT Drive Iowa City, IA 52243-9003

• 

  ACT Inc.

  P O Box 168 Iowa City, IA 52243-0168

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/18/2023

  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.

  My son, *****, took the ACT test on Saturday, December 9th. He was supposed to be able to add up to four colleges for free to receive his scores within five days of taking the test. When we went onto the site the following Monday, only two days later, the link to add colleges was grayed out. I looked all over to see if I was in the wrong spot and I was not.I hoped they would resolve it and checked back, but they never did. By the time I reached out to them they informed me it was too late and I would have to pay to have the scores sent.

  Business Response

  Date: 12/18/2023

  To Whom it May ************************* is in response to the Better Business Bureaus notification to ACT, Inc.  

  The customer has been ************************** and a one-time courtesy offered to sent December scores to up to four (4) recipients at no fee.
  
  The customer now has a direct ************************ for any future issues.

  Please let us know if we can provide any further information.?If no further information is needed, we would appreciate notice when the matter has been closed. 

  Thank you, 

  ***

  Customer Support

  Customer Answer

  Date: 12/27/2023

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/08/2023

  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.

  Today the 7th of December 2023.You agency hung up the phone 12 times on 12 different occasions. Each time your agents were unhelpful. They made mistakes and were caught in fictions lies.

  Business Response

  Date: 12/12/2023

  To Whom it May ************************* is in response to the Better Business Bureaus notification to ACT, Inc.  

  The proper registration process when requesting accommodations has been outlined: school documentation is needed for ACT review and ACT approval before accommodations are granted.

  ACT made an exception for the student to test 12.09.2023, without accommodations.

  Prior phone contacts will be reviewed with any needed coaching provided and should further questions or concerns arise, a direct email contact is now available. 

  Please let us know if we can provide any further information.? If no further information is needed, we would appreciate notice when the matter has been closed. 
  

  Thank you, 

  ***

  Customer Support

• Initial Complaint

  Date:11/17/2023

  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.

  My son took a private ACT prep class by the top ACT prep company. My son took the ACT prep class via ACT.My son did extra ACT prep on his own.My son had 2 additional years of schooling between his 1st & 2nd ACT exam.On Oct 28th my son took his latest (second) ACT exam.On Nov 13 scores were still not posted.I started calling around pushing and pushing for his scores to be entered or at least make sure his exam was in the process of scoring.The very next day, his scores were entered.His scores were entered identical to his scores 2 years ago less one category.I was told that I HAVE TO PAY to have his test re-scored and IF they are incorrect THEN I'll get a refund. It is beyond obvious any scores entered on Nov 14th were thrown in to appease me as these scores make ZERO SENSE! He worked way too hard and the situation is obvious someone wasn't doing their job and just threw in any numbers! This is such a problem at ACT they have a form created and a fee of $58, almost as high as the exam itself $65. And how will I know it was scored correctly the second time?

  Business Response

  Date: 11/17/2023

  To Whom it May ************************* is in response to the Better Business Bureau's notification to ACT, Inc. 

  The customer has been informed we cannot expedite score release due to the quality checks to best ensure score accuracy.

  In the event the customer wants to pursue score verification, the form has been provided.

  Please let us know if we can provide any further information. If no further information is needed, we would appreciate notice when the matter has been closed. 

  Thank you, 
  Ann 
  ACT Customer Support 

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20880764
  
  I am rejecting this response because:
  

  The situation surrounding my son's scores is not being addressed. My son's scores were entered when I started getting upset for the deadline approaching and no scores present. After my last insistence of a score, his scores magically appeared, prior to when I was told they would be entered, and the scores are identical to 2 years ago (less the math score). There's no way his scores were identical after 2 ACT prep classes/seminars and 2 years of further education. One of the ACT prep classes was through ACT! There is NO WAY his scores stayed the same and just magically appeared after I was assertive on a phone call with ACT! These scores are bogus and my son worked VERY hard. It isn't about the money it's about the principal of the unprofessional and seemingly dishonest way this score is being handled!
  

  Sincerely,
  
  *********************

  Business Response

  Date: 11/20/2023

  To Whom it May ************************** style="font-size: 0.875rem;">This is in response to the Better Business Bureaus notification to ACT, Inc.  

  The customer has been informed that ********************** stands by the scores loaded in the student's MyACT account.

  The customer now has a direct ************************ point should future issues arise. 

  Please let us know if we can provide any further information.?If no further information is needed, we would appreciate notice when the matter has been closed. 

  Thank you, 
  Ann 
  ACT Customer Support 

• Initial Complaint

  Date:11/07/2023

  Type:Billing 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 took their test, and now The ACT, ************ is telling me that I can't get my score unless I send it to a college. I don't want to send it to a college, I simply want my score. Charging someone for a test, and then refusing to give them their score is not acceptable. I demand to be provided a copy of my score. I'm fine with paying a small fee to cover the cost of looking it up and mailing it to me, but I refuse to accept their answer that they can't send me what I scored on a test they charged me to take.

  Business Response

  Date: 11/08/2023

  This is in response to the Better Business Bureaus notification to ACT, Inc.  

  
  The customer has been informed ********************** does not provide personal score report copies.

  
  Additionally, the customer has been provided with the archived Additional Score Report order form for testing prior to September 2011.

  
  This postal mail ordering method is used to process and make archived scores available to only entities with an established ACT code.

  
  Our website informs how scores can be sent: ***************************************************************************************************************************************************

  
  Please let us know if we can provide any further information.  If no further information is needed, we would appreciate note when the matter has been closed.

  
  Thank you, 

  
  Ann 
  ACT Customer Support 

  Customer Answer

  Date: 11/09/2023

   
  Complaint: 20837927
  
  I am rejecting this response because:

  As I've explained multiple times, this response is unacceptable.  I paid money to take your test.  You can't refuse to provide me with the score I earned on your test.  I demand a copy of my score.  I'm happy to pay a fee to obtain the scores, but I'm not going to take no for an answer when I ask for a copy of them.  What's the point of taking the test if I can't know what score I earned on it?

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/25/2023

  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 9/15/23, I received an email from ACT indicating that I had signed up to take the ACT college admissions test with disability accommodations. I did not sign up for this test, and contacted ACT immediately to indicate this identity theft had taken place. I have been stalked since 2020 by an internet harasser, who takes satisfaction in using my email address (which was revealed to him following a legal complaint I filed against him) to sign up for services in a particular city (a city in which I did not get a job, which he finds amusing). I followed up with ACT by phone on 9/17 and 9/18, only to receive the nebulous reply that their finance department was "investigating" and would call me back soon. It has now been over a week with no contact regarding this case of identity theft.

  Business Response

  Date: 09/29/2023

  To Whom it May ************************* is in response to the Better Business Bureau's notification to ACT, Inc. 

  ACT is taking this customer's concern very seriously and investigating the allegations.

  We continue to be in communication with the customer.
  
  Please let us know if we can provide any further information. If no further information is needed, we would appreciate notice when the matter has been closed. 

  Thank you, 
  Ann 
  ACT Customer Support 

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20646407
  
  I am rejecting this response because:

  Firstly, the ACT refers to me as a customer. I am not nor have ever been a customer of **********************. Secondly, the ACT has not taken the simple step of delinking my email address from this fraudulent account. Even assuming that my email address was inadvertently added (ie misentered in good faith during sign up of a real student looking to sign up for the ACT), this would mean that the ACT has given me access to someone else's genuine account. This is an alarming security breach and speaks to the Act's disregard for client confidentiality. Finally, the ACT has not provided a timeline for resolution of their "investigation" nor any details of their process. 

  
  Sincerely,
  
  *********************

  Business Response

  Date: 10/03/2023

  To Whom it May ************************* is in response to the Better Business Bureau's notification to ACT, Inc. 

  ACT identified the issue causing the concern and have fulfilled the request to remove his information from the account.

  Please let us know if we can provide any further information. If no further information is needed, we would appreciate notice when the matter has been closed. 
  

  Thank you, 
  Ann 
  ACT Customer Support 

• Initial Complaint

  Date:06/30/2023

  Type:Sales and Advertising 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.

  This company refused to provide me a $66 credit for an ACT Test, which they canceled, for my son. This is a systemic problem as I have read on BBB.org that other parents have had the same experience. My son had registered on 3/23/23 for an upcoming ACT exam at a cost of $66. In addition, we paid a late fee of $36. We later had to pay a $42 change fee due to a schedule conflict. The system required that my son upload a photo. I took the photo of him in late March, and he uploaded in front of my eyes. In late May, when my son was already out of school and was no longer checking his school email regularly, ACT emailed him 3 times stating that he needed to upload a photo. Because he didn't see the emails in time, he received an email from ACT.org saying that he could not take the June 11, 2023 ACT Test. I spent 45 minutes today (6/29/23) speaking to ******, then the supervisor, *****, and they refused to provide me a $66 refund, and would not take any responsibility for the I.T. problems and glitchy interface problems their company has with uploading and approving photos. It is evident that this company does not care about its customers; it cares about money and gouging its customers with exorbitant fees. They said the only thing they could do is allow me to reschedule the exam, if I pay a $42 change fee for that. A $42 change fee for a $66 exam? This is price gouging, and in my case, they should simply refund me the $66 because of their errors processing my son's photo. As a matter of principle, I want to bring this to BBB's attention, and ask that they intervene. Additionally, I wonder why ACT.org has an A+ rating with BBB.org if they have so many complaints filed against them? Thank you for your assistance.

  Business Response

  Date: 06/30/2023

  To Whom it May ******************** style="font-size: 0.875rem;">This is in response to the Better Business Bureau's notification to ACT, Inc.
  

  The customer has been informed one registration fee and the change fee have been released for refund as a one time courtesy due to making multiple prior transactions on the same date.

  Our system shows the required photo was uploaded no sooner than 06.29.2023.  There were no known system issues.

  The customer now has a direct ************************ point should future issues arise.

  Please let us know if we can provide any further information.  If no further information is needed, we would appreciate notice when the matter has been closed.

  Thank you,

  ***

  ACT Customer Support

• Initial Complaint

  Date:05/05/2023

  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.

  On 05/04/2023 my son and I went to register for the ACT test. There are several steps to register and when we came across the payment step there was an error stating, "We are unable to process your order at this time. Please verify that all your credit card and billing information have been entered correctly and resubmit". We received this error message three times in a row. I then decided to check my bank account and saw there were two payments for $66.00 pending on my checking account. I then called ACT to inquire about the issue. I was advised their system was over loaded with last minute registrations and their system was having issues. I was advised it was being addressed. I stated that did not help with the double payment pending in my checking account. I was promised I would receive a call back from a supervisor by close of business on 05/04/2023. It is now 05/05/2023 and I still have not been contacted by a supervisor. I did call back later on 05/04/2023 and was advised that the system needed a credit card and not a debit card. I told the second representative that I had two pending payments to ACT but she said to contact my bank because nothing was no payment showing in her system. As of today, 05/05/2023, I am out $132.00 and would like to have the company return my money. I have attached the error message received on the website along with a screenshot of both transactions in my checking account. I am looking to have the $132.00 refunded to my account due to the payment successfully processing on my credit card.

  Business Response

  Date: 05/05/2023

  To Whom it May ******************** is in response to the Better Business Bureaus letter to ACT, ****
  
  ACT has voided 2 pending transactions each in the amount of $66. The customer has been informed that ********************** will not collect on these voided transactions. Funds will be released back to the account in the next 3 to 5 business days.
  
  The customer now has a direct ************************ point should future issues arise.
  
  Please let us know if we can provide any further information.  If no further information is needed, we would appreciate notice when the matter has been closed.
  
  Thank you,
  
  ********
  ACT *************

  Customer Answer

  Date: 05/08/2023

   
  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.
  
  Sincerely,
  
  Whtiney Sales

• Initial Complaint

  Date:04/17/2023

  Type:Sales and Advertising 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.

  My son took the ACT on February 11, 2023. He has yet to receive his score. Now they are saying he didn't turn in his answer sheet. I don't know how that is possible if the test was passed out and collected right. Usually with State and Standardized Tests, the test administrator is given a specific number of test booklets, pencils, answer sheets, and a document stating how many of each, and the students that are taking the test. When the test was over, They should've counted everything and the numbers should add up. How is it that my son allegedly did not turn in his answer sheet, but when he was picked up he had nothing with him? I need answers because he is supposed to graduate next month and this is wrong.Student: *******************************

  Business Response

  Date: 04/26/2023

  To Whom it May ******************** is in response to the Better Business Bureaus letter to ACT, ****
  
  The customers complaint has been thoroughly reviewed at the highest level, and the decision stands.
  
  Please let us know if we can provide any further information.  If no further information is needed, we would appreciate notice when the matter has been closed.
  
  Thank you,
  
  ********

  ACT Customer Care

• Initial Complaint

  Date:04/11/2023

  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.

  Act refuses to allow my disabled son *********** to test with accommodations. Act has denied his ***. Act doesn't understand that ******* has two different style of homeschool. 1-is solely by the parents teaching the student. 2-the homeschool student can utilize **** programs and with teacher. My son has option number two for home school and he also has an Ese teacher at ****. My local school as well as homeschool spoke with a rep from ACT and docs was submitted by the Act by what the rep stated. Act has my son Psych report, ***, and the application was submitted. Not one time did the Act rep to school that he needed to submit an exception statement form. Act rep lied and stated he was denied due to not have an ***, Psych Report, and stated he has no formal plan. The *** is a formal plan and it should've been approved. My son was hindered in Feb and had to test with no accommodations and it harmed him with low scores. And now they have everything and it's still an issue. What does Act have against students with learning disabilities. I want my son test between the dates of April 15 - April 30th. This hindrance is harming the ability to test at his full potential and be able to go to college. I guess the no child left behind policy is only for the students that rep actually read the docs submitted to them.

  Business Response

  Date: 04/17/2023

  To Whom it May *********************** is in response to the Better Business Bureau's notification to ACT, Inc.

  
  The customer's complaint has been thoroughly reviewed at the highest level; an irreversible decision made. ACT has closed the matter.

  
  Please let us know if we can provide any further information.  If no further information is needed, we would appreciate notice when the matter has been closed.

  
  Thank you,

  
  ********
  Customer Support

• Initial Complaint

  Date:03/01/2023

  Type:Order 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.

  My daughter signed up for the ACT. She uploaded a photo and started studying. On the night before test day, we signed in to her account to see what time to arrive, and we were told that her registration was canceled for not uploading a photo. We did upload a photo, in fact it wouldn't let us complete registration and pay before that happened. We e-mailed and were told that they can only offer us to reschedule for a $42 fee. We called and the people who we spoke with clearly had no idea what to do, but they kept repeating that it's only a $42 fee. This is literally theft, they stole my $42 (which I paid today and signed her up for the test in April). Further, there is a chance she won't do as well in April and this will be a problem. She was prepared for the original date. I demand a refund of the $42, and if she doesn't do well enough on the test in April, I will also demand a free retest because the blame for this lies squarely on the ACT company.

  Business Response

  Date: 03/01/2023

  To Whom it May ******************* is in response to the Better Business Bureaus notification to ACT, Inc.

  The customer has been informed of the four (4) photo upload notifications in an effort to avoid the February registration cancellation on 02.04.2023.

  Our records show the photo was uploaded today - Tuesday, 02.28.2023.

  The customer has also been informed of communication update options.

  As a one-time courtesy, the payment fee has been released for refund to the credit card of purchase and should appear within 15 days.

  The customer now has a direct ************************ for any future issues.

  Please let us know if we can provide any further information.  If no further information is needed, we would appreciate notice when the matter has been closed.
  

  Thank you,
  
  ***

  ACT Customer Support