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Business Profile

Online Education

Acellus Academy
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 29 total complaints in the last 3 years.
  • 18 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:03/08/2023

    Type:Order 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.
    Acellus Academy has failed to award my son his 2022 High school diploma and corrected/completed Transcripts, while continuing to charge my credit card the monthly tuition. He missed graduation. Records department and teachers have refused for over a year to answer any of my urgent emails. And anytime I do get response it is conflicting of the last customer service representative. On 2/22/23 I spoke to a representative who stayed asked me to draft an email with the subject line "expedite request" and that she would get this taken care of. I got a response on 2/23 that the error on their side that I had been asking for assistance on since August of 2021 had finally been corrected. My account was shut down so that I can no longer access all of my correspondence with teachers. At this point my son should have been awarded his documents. I sent emails on 2/24, 2/28 and 3/7 with no response. Today, 3/8/23 I was told my son was not eligible for graduation because he lacked 0.5 credits, which is not accurate. In fact, he is over the graduation credits by .14 My son completed his first year of college in 2022 as a concurrent student. He is now prevented from continuing his college education because he cannot prove he has graduated. I want my son's diploma and transcripts, with the accurate graduation date and credits he completed. I want a refund of all the payments they deducted after my son completed his last class.

    Business Response

    Date: 03/27/2023

    We investigated this complaint and found that the student was prevented from graduating due to incomplete assignments in a required course. We contacted the parent and worked out a resolution so that the student was able to graduate with a diploma from Acellus Academy.

  • Initial Complaint

    Date:11/10/2022

    Type:Billing Issues
    Status:
    Resolved
    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 children in acellus in 2021 my boys weren't doing well so I pulled them out in nov ember of 2021 no one ever questioned why they quit completing work or contacting teachers etc ... I called in May and was told I wouldn't be charged again and I wasn't eligible for a refund for remaining tuition for that year so I cut my losses and moved on but I was charged again today 11-10-22 for 1398 without any warning . I just want a refund for this current charge as my kids won't be using the service any longer

    Customer Answer

    Date: 11/17/2022

    Hello I am writing to request the withdrawl of complaint #******** regarding acellus academy . Acellus Academy has rectified the issue in a timely manner. I have CCd ****** ******** ,representative for acellus academy to keep him in the loop. I appreciate your assistance in this matter
    Thank you for your assistance
    ******* ****** 

  • Initial Complaint

    Date:09/23/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    We tried Acellus but it wasn’t for my daughter. Now that I’m asking for my refund they refuse and it’s difficult to get ahold of anyone. I was told someone would call me but that hasn’t happened either. I just don’t see why I have to pay Acellus $249 after they say you can try the first month RISK FREE. If Acellus offers a TRIAL why do they charge parents for the first month and then give them excuses as of why they can’t have their money back? Sounds a little sketchy. I really need my money back.

    Customer Answer

    Date: 09/27/2022

    ***** ****** ***********************
    Fri, Sep 23, 2:03 PM (4 days ago)
    to me

    I would like to stop my complaint against Acellus. They contacted me and resolved the issue. 
    ********

Acellus Academy is BBB Accredited.

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