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:05/29/2025

  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.

  Starting to think the school is a scam. As I have reached out to them many times to obtain my daughter’s academic records and have transferred to her new school. The new school district has also reached out to the school and has not received any response. The main number listed on their website always drops calls and disconnect you immediately. It doesn’t even ring into a representative. I have yet to receive her records after many requests to do so via email requests and their online form subbmission. At this point, my daughter is being asked by the School District to retake all her ninth grade courses because the school has yet to forward therecords of her passing that grade. Which is not fair to a child who worked so hard to complete her school work the first time around. If these are not received her options are redo 9th grade or not graduate. This is not acceptable!!

  Business Response

  Date: 05/29/2025

  Our staff looked into this matter and the student referenced in the complaint has never been enrolled in Acellus Academy. It appears that the student utilized Acellus curricula through another school or program. We recommended that the parent contact their school for assistance.

• Initial Complaint

  Date:05/14/2025

  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 have 2 High School students currently enrolled in the Acellus Program. My daughter was enrolled in Honors courses through her previous high school, so I continued that path. My son earned mostly D’s, which are ineligible to be transferred to Acellus. As he already knew the material, I chose Honors for his classes also. While unsure exactly what to expect, I knew that if Honors proved too difficult, the courses could be reverted to standard later. This gave me the opportunity to judge the difficulty level of the program with classes that I was confident they would excel in. I knew immediately that Honors mode would be how we would proceed with all future class, given the option. I wanted them to be academically pushed, and was enthralled with the opportunity. As they approached the end of their courses, I “archived” them and we moved on to the next. The goal was simple: save the Final Exam until the end of the “school year” as one would do in a traditional school setting, also giving them the advantage of a refresher before taking the required standardized state testing. Fast forward; the first set of classes didn’t have the “Honors” distinction on their transcript. Weird. Ok, maybe because it wasn’t the final, official copy? Moving on. 7 Honors classes in, & I notice that “Honors” is now on the progress page next to their newly enrolled classes. I theorized that archiving a class removes that distinction and tested it before contacting Acellus to alert them & request correction. Here’s what they tell me: Acellus is refusing to grant them the Honors distinction for any of them, regardless of completed, archived, or active, because they were not continuously enrolled (without ever being archived), even though they completed all of the coursework in Honors. End result: 12 Honors classes, 2 Honors recognitions. 3 weeks of waiting. 0 help. NO WHERE, EVER, is it EVER been stated that consistent enrollment was required for continued enrollment in Honors mode.

  Customer Answer

  Date: 05/23/2025

  This matter has been resolved. I was contacted promptly, and the concerns regarding my children’s honors classes were thoroughly reviewed and addressed. The appropriate procedures were explained to help prevent similar issues in the future, and the staff demonstrated diligent effort to achieve the desired outcomes. I was met with respect in my interactions and am appreciative of the opportunity to have my concerns acknowledged and considered when matters arise.

  
  

  It is an honor to participate in Acellus’ continued development as they design and deploy new courses aimed at expanding the scope of student learning opportunities. I commend their commitment to maintaining a high standard of educational excellence and to safeguarding the integrity of their academic programs.

  
  

  Sincerely,

  Alycia N. Waggoner
  

• Initial Complaint

  Date:04/28/2025

  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 have tried to contact Acellus for close to a month to get an issue resolved regarding not giving my daughter credit from a previous school (transcript provided and already uploaded), and saying she must take two history classes with Acellus that have already been completed at a previous school and proof sent in by transcript. All I want is for her to get credit for the classes she has already taken so that I can apply for her diploma. Have even unable to reach a live person or get a responding phone call to resolve the issue. She is going to college in the fall and needs the diploma for her scholarships and to finish enrollment. She has completed all required courses. I just need to speak with someone who can help me solve the issue.

  Business Response

  Date: 05/06/2025

  Our staff contacted the customer and cleared up the misunderstanding regarding imported credits. We are happy to provide any additional assistance as needed. 
  

• Initial Complaint

  Date:04/23/2025

  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.

  Summary of Complaint: I enrolled my son, a senior at Asellus Academy, and paid a $100 graduation fee after being told he was eligible to graduate. We had 11 credits transferred from his prior schools, but only 5.5 credits are being reflected in his account without explanation. I have requested a full breakdown of his credit status and an explanation of what happened to the missing credits but have not received a clear response. Additionally, I paid $79 early for his tuition on April 5 (before the April 27 due date), yet Asellus is now demanding an additional $89 “reactivation fee” without clarification. I’ve already paid for graduation and tuition, and now I’m being asked for more money under unclear circumstances, with no diploma provided. I am requesting either: • A full explanation of the missing credits and graduation timeline, or • A refund of the $100 graduation fee and a halt on unjustified charges. This feels deceptive and potentially exploitative, and I am seeking a fair resolution.

  Business Response

  Date: 04/29/2025

  Thank you for forwarding this complaint. Our staff has been in communication with the customer and we were able to work toward a resolution.

• Initial Complaint

  Date:03/18/2025

  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.

  My son is involved with this company. He is on the scholarship program and has a video to watch every week. Back in Nov 2024 I notified them that the proof of video class hadnt been showing up in my portal. Today march 18th I recieved an email that his scholarship is now under review as there claiming he isn't watching the videos. I sit with him when he watches them every week. He signs into his account ,goes to the new video and watches it. Then he asks a question and or comments on it and hits submit. The lady I talked to was extremely rude and kept trying to claim my son isn't watching the videos. I today since he had the new video to watch videoed him log in to his portal and go to the video ,he watched the video made a comment that stated that's awesome and hit submit. And yet again doesn't show up in my parent portal. There are 2 video proofs in my portal out of 5 months worth of weekly videos. I tried to call yet again no answer after 40 min of being on hold I left a vm and hung up and came here to file this complaint. I cannot afford there program without the scholarship (I paid the year all up front) to be threatened by them of him losing he scholarship for something that is a problem on there end is ridiculous. I am not the guy to play these games with. I videoed him today because if I have to take them to court I have proof of what I've been telling them since last Nov. I will take them to court if they pull his scholarship for no reason and I have the proof it's on there end not him not doing the fing work

  Customer Answer

  Date: 03/19/2025

  I recieved a call from ******* ** today with acellus and they need to give that man a raise.

  He took 2 and a half hrs out of his day to discuss and go over everything. Fixed the initial issue and walked me through and answered so many questions including some I didn't even know I had 

  I am withdrawing my complaint .

• Initial Complaint

  Date:03/04/2025

  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.

  My daughter finished her classes, got the 24 credits required for graduation. I applied for her graduation, paid $100 for her diploma. 2 weeks later the academy still hasn’t sent her diploma that I paid for and added another class, a class she has already taken through the academy. I’ve called them and they are giving me the run around. My daughter has completed every course on her curriculum that the academy gave her, allowed me to pay for her graduation, and 2 weeks later throws this at me, giving me no answers. I just want my daughter’s rightfully earned diploma.

  Business Response

  Date: 03/11/2025

  Thank you for notifying us of this complaint. At Acellus Academy, we prioritize student success and family satisfaction. Upon review, we found that the student had not met graduation requirements at the time of the complaint. Our support team contacted the customer and worked out a resolution.

  Customer Answer

  Date: 03/11/2025

   
  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:02/13/2025

  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 Feb 3rd our information showed my son had completed the necessary course information for graduation. We applied for graduation. On Feb 7th we received a denial notification from Acellus stating "We have updated & returned the Education Plan so you may view the missing credits. A list of the additional courses required for graduation can be found under the "Progress Toward Graduation" section in your parent account." However, when we attempted to login we could not as his enrollment was removed by Acellus. We had to pay an additional $18.41 to re establish his account. After we re established his account we discovered Acellus had removed all of his transfer credits from his progress towards graduation. Since then we have received little to no help to remedy the situation or even discover why his graduation was denied in the first place. Their customer service team is very hard to get a hold of. For years if you call you are put on an absurd hold time and when you leave a voicemail it takes days for them to return the call. If you email them it also takes days for a reply and they just send you to their website were no answers are available for our specific requests.

  Business Response

  Date: 02/20/2025

  Our staff contacted the customer and worked together to achieve a positive resolution.

  Customer Answer

  Date: 02/20/2025

  
  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:01/16/2025

  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.

  My child is enrolled in Acellus Acadamy for home schooling. They have her name incorrect and have called since August of 2024 until today to get a name correction. I have sent them requested documents only for them to return the same email again, requested documents again. I have called numerous times, and they say "a manager will take care of it" when ask what the managers name is, they can't provide one. I only want the first name corrected on her school documents to avoid any confusion when she enrolls in college or other schools

  Customer Answer

  Date: 01/17/2025

  I received a call today from Acellus School and the name change was corrected today.  Good Work BBB!  Thank you for your assistance!

• Initial Complaint

  Date:01/15/2025

  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 enrolled my daughter in Acellus Academy in September of her 12 grade year. We filled out the application which asked what school she was transferring from. She was enrolled with Acellus from September 2023- October 2024. My daughter transferred from her highschool to Acellus after doing 3 years there leaving her junior year with a 3.5 GPA. She's finished at Acellus with a 4.1 GPA. Her original graduation year should have been CLASS OF 2024. Once completing her required courses to graduate we paid for her Diploma in October and waited for it to be mailed in. In December we received a email from Acellus Academy saying that my daughter didn't graduate because they never received her transcript from her previous highschool. So I go to her highschool and our school board office trying to get a copy of my daughter's transcript sent to her new school. I was told by both that Acellus Academy is supposed to contact them and request it. That all they have to do is request it and it would be sent right over. So I contact Acellus Academy and they get really offensive. Trying to place blame on me. Saying that it was my responsibility to request that they contact her old school for a transcript but they had my daughter enrolled in highschool with them as a 12th grader, and taking my monthly payment without so much as a email about a transcript. I got emails if my payment was late but not about my daughter's credits. They were really rude when I called. Telling me that they are a tuition paid private school but I didn't get that from their customer service. After calling and explaining my situation I was told that I needed to email a request for them to request her transcript. I did what they asked me sent a request via email. After complaining and sending the request via email. It's been over a week and no one has contacted me back from Acellus Academy. She won't have 2024 on her Diploma. She's been accepted into college, has had her interview but can't start do to this school

  Customer Answer

  Date: 01/21/2025

  Acellus Academy has reached out to me and resolved the issue.

• Initial Complaint

  Date:01/14/2025

  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 01/02/2025 and 01/03/2025, Acellus was sent 3 recommendation forms to be completed and sent back to our son’s prospective high school. I sent them an email to follow up with the request on 01/03/2025 and got a response from ****** ***** on 01/13/2025 refusing to complete the recommendation forms under pretense that my son has not been enrolled for a year and has not completed his courses. These forms are required from his current school. My son has been enrolled since August 2024 and has completed more than 50% of his courses. As such I do not understand the refusal. I called customer service on 01/14/2023 and they offered no acceptable resolution. The customer service rep suggested an enrollment verification letter or getting the recommendation letters from my son’s prior school which does not meet the requirement of his prospective high school. The refusal to complete the recommendation forms is denying my son access to his prospective high school. I also sent Acellus an email on 01/14/2025 and submitted my complaint to them on their website but no resolution.

  Customer Answer

  Date: 01/16/2025

  Please close complaint #******** It has been promptly resolved in a satisfactory manner. Thanks