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:09/15/2026

  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.

  Student Account: REMOVEDCase Reference: REMOVED-D3R9R I am filing a formal complaint against National Academy of Sports Medicine (NASM) for deceptive account interface presentation and unfair commercial extraction.1. On the official student learning portal (REMOVED), NASM prominently displays an active expiration date of "EXPIRES: Oct 2, 2030" for my Certified Personal Trainer (CPT) course. Despite this prominent representation, NASM administratively locked the internal, non-proctored certificate exam after an unannounced 180-day window. Displaying a 2030 expiration date on primary course modules while enforcing an undisclosed software lockout on the certificate exam constitutes misleading account management under consumer protection standards.2. EXTRACTION & INCONSISTENT PRICING: I seek access strictly to the automated, internal LMS quiz (NASM Personal Training Certificate 7 Non-Proctored Exam), which carries $0 in third-party proctoring costs and zero REMOVEDaccreditation restrictions. NASM demanded a $199 fee to unlock this internal module. On a recorded phone call on September 10, 2026, the representative quoted a discounted $99 fee, then walked it back and claimed the discount applied only to higher-cost proctored examsan economically absurd inversion where an automated quiz costs double a live testing seat.3. When a supervisor was requested to review the recorded call and interface contradiction, the representative abandoned the caller on hold for over 25 minutes and refused to transfer the call. Written dispute emails sent to REMOVEDunder Case # REMOVED-D3R9R have been completely ignored.Desired Settlement:An immediate $0 administrative courtesy unlock of the 3 attempts for the NASM Personal Training Certificate 7 Non-Proctored Exam, aligned with the active learning timeline displayed on the dashboard.

  

  Business Response

  Date: 09/18/2026

  After reviewing the account, we found that the customer is referencing the expiration date associated with course content access. Course access and exam eligibility are separate components of the program and may have different timelines. As outlined in the applicable Terms and Conditions, access to course materials does not extend or replace the enrollment period associated with an exam.
  
  We also understand the customer's concerns regarding the cost of extending exam eligibility and the interactions with our support team. We take feedback regarding customer service seriously and have shared those concerns with the appropriate team for review.
  
  While we disagree with the characterization that the account information was misleading, we reviewed the circumstances presented and worked directly with the customer to provide an accommodation regarding the exam enrollment timeline. We believe this addresses the concerns raised while remaining consistent with the program terms.
  
  We appreciate the opportunity to review this matter and remain available to assist the customer moving forward.

• Initial Complaint

  Date:09/12/2026

  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.

  I purchased a NASM course package on a monthly payment plan on August 28, 2026. Within days of purchasing, my professional circumstances drastically changed, and my career goals completely shifted away from the fitness industry. I have not utilized or completed any significant portion of the course material, as the program no longer aligns with my goals.I contacted NASM customer support to request a contract termination. I understand that I am slightly past the standard 7-day cancellation window (by approximately one week), but the frontline agent completely refused to assist me or transfer me to a supervisor to request a hardship exception.Because I am a brand new student who immediately realized this career path is no longer viable, I am asking a corporate administrator for an out-of-policy courtesy cancellation. Keeping a student locked into a 12-month financial contract for a program they realized they couldn't use just days after the deadline is an extreme financial burden. I am requesting a one-time accommodation to terminate the remaining monthly payment plan and close this account.

  

  Business Response

  Date: 09/14/2026

  Our records show that the customer purchased the program on 08/28/2026 and first contacted NASM regarding cancellation on 09/12/2026. As outlined in the Terms and Conditions accepted at the time of enrollment, requests for cancellation must be submitted within the applicable 7-day cancellation period. Because the request was received after that period had expired, the enrollment is not eligible for cancellation under our standard policy.
  We recognize that the customer's request is based on a recent change in career goals rather than a concern with the program itself. We also understand the customer's concerns regarding their interaction with our support team and appreciate that feedback.
  While the account is not eligible for cancellation under our standard policy, we would like the opportunity to review the circumstances further and discuss the matter directly with the customer. A member of our team will be reaching out to connect and review the available options.

  Customer Answer

  Date: 09/14/2026

  I reject this response because it does not resolve my issue.
  While I understand NASM has a 7-day policy, I am requesting a manager review this case for an exception because I have not used any part of the course, NASM has provided no services and lost no resources,  I called to cancel on September 12th, only a few days past the deadline.
  Also I am facing unexpected financial distress, and being forced to pay for an unused program is severe.
  Because I have received zero value from NASM, I am asking for the account to be canceled and refunded. Thank you 

  

  Business Response

  Date: 09/17/2026

  REMOVEDleadership connected with the customer via phone on 09/14/2026 and went over the return policy as well as alternative options in the event of an extenuating circumstance. At this time, the customer will proceed with those avenues in the event an exception can be made. The customer was also advised that any exceptions to the policy are reviewed individually and not a guarantee of approval.  

  Customer Answer

  Date: 09/22/2026

  I went through the proper channels and submitted documents to show that I have not used the course and I will be unable to keep paying for the course and would like to cancel the contract but was denied. I send emails to their appeals team and did everything as requested 

• Initial Complaint

  Date:09/10/2026

  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.

  In April I contact NASM regarding my membership and needing to cancel due to a decline in health and closing business/career change. I was told that I was in a contract until September and I could file an appeal. I said I would just ride out the rest and was assured that there would be no renewal. On 9/10/26 I logged in to verify it was the final month and saw that it was renewed in August. I contacted the company immediately and was told that I was in a new contract and there was nothing they could do. When I asked to speak to a supervisor to escalate I was told it was not possible.

  

  Business Response

  Date: 09/14/2026

  Records show the auto-renewal was not cancelled but REMOVEDwas able to assist and cancel the auto-renewal at the end of the customer's contract. This matter is now resolved.

  Customer Answer

  Date: 09/14/2026

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

   

  However I would like to point out that when I spoke to customer service at REMOVED, they informed me that they were incapable and unwilling to assist. I appreciate that the matter has been resolved but I do want the record to be accurate.
  
  Regards,
  
  REMOVED
  
   

  
  

• Initial Complaint

  Date:08/31/2026

  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.

  I am a longstanding certified fitness professional and have been a NASM member since 2017. I am filing this complaint because NASM engages in misleading billing practices and refuses to honor timely subscription cancellation REMOVEDannual NASM One subscription was explicitly listed on my online member portal with an expiration date of August 24, 2026. However, NASM auto-renewed the subscription and charged my card six days early, on August 18, 2026.I actively used my paid portal up until August 23, 2026. On that day, prior to my stated expiration date, I attempted to cancel my membership online. The cancellation portal did not work. Because the site was defective, I submitted a cancellation request via online chat on August 23, and sent a cancellation email to REMOVEDon August 24. On August 25, I called NASM twice. Both customer service representatives refused to process a refund or escalate my call, claiming the account had already renewed on August 18, despite my portal showing an August 24 expiration. I sent a formal executive escalation to NASM management and compliance, giving them three business days to resolve this. They have not responded. This rigidity and deceptive billing is unacceptable. I have not used the service for the new billing cycle. I am demanding an immediate full refund of the annual subscription fee back to my original payment method, and total cancellation of this account. I have also initiated a credit card chargeback and filed a complaint with the California Attorney General. I have attached a photo that shows that the annual subscription started on the date of 8/24. Thank you.

  

  Business Response

  Date: 09/14/2026

  Records show this was assisted by REMOVEDon 09/09/2026 and the order has been cancelled and refunded.

  Customer Answer

  Date: 09/15/2026

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  REMOVED
  
   
  

• Initial Complaint

  Date:08/26/2026

  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 am filing this complaint because I am facing an unforeseen financial hardship and can no longer afford the monthly installment payments for my NASM course. I contacted NASM customer service to cancel the contract, but they refused because I am past a strict 7-day window. I have not used the course materials, I have not attempted the exam, and I am completely willing to forfeit all access to the account. Keeping me locked into a multi-month contract that I cannot afford is predatory. I am requesting that NASM cancel the remaining balance on my account moving forward as a courtesy.

  

  Business Response

  Date: 09/14/2026

  NASM has a seven day policy to request returns or refunds if applicable. The policy is referenced in the Terms and Conditions and members need to attest to the Terms and Conditions to complete their purchase. Our records show the customer purchased on 04/16/2026 and began inquiring about a return via email on 08/26/2026, outside of policy. At this time the policy stands and the order is final.

  Customer Answer

  Date: 09/15/2026

  I understand what policies in place are but if you look at log in records on account, you will see that the materials were not used. There may have been an extended time between purchase and inquiry, but services were not used therefore should at least have some extent of forgiveness. For what material was used on initial purchase, I feel what has been paid on account is more than fair and the remaining balance should be forgiven.

  

  Business Response

  Date: 09/17/2026

  We understand the customer believes their lack of course usage should be considered when reviewing the account. However, eligibility for cancellation is determined by the Terms and Conditions accepted at the time of purchase and the timing of the request, rather than the amount of course activity after enrollment.
  
  As noted previously, the program was purchased on 04/16/2026, and the customer's first request to cancel was received on 08/26/2026, well outside of the applicable 7-day cancellation period. For that reason, the account was not eligible for cancellation under our standard policy.
  
  That said, we have completed an additional review of the account and will communicate any account-specific updates directly with the customer.

  Customer Answer

  Date: 09/18/2026

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  REMOVED
  
   
  

• Initial Complaint

  Date:08/14/2026

  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 Purchase way made 07/27/2026. I spoke with an advisor about potential plans and we picked one that was a total cost of $1,548. I made a $199 payment and I am scheduled to make monthly $79 payments starting August 26th. I read the financial policy of no refunds after 7 days and I have read the job guarantee within 90 days promise along with the rest of the policies. My complaint is after starting the program, the CPT-7 portion I have learned that this program will not work with my learning style. There is no actual instructor and the only education guidance is speaking with another NASM certified individual. I do not have the tools to successfully complete this program and if I cannot successfully complete it there are other charges and I do not feel I would become a Certified Personal Trainer as I do not feel I could pass the program. I called a REMOVEDfrom billing and my NASM advisor who both said they cant do anything as its over the 7 days period. I asked for clarification on if I could decrease my bundle size and take away extra courses ( as again I dont think I will pass and am unable to learn from this program) or if because of these reasons alone is there a way to stop further payments for a course I cannot use. They again said no. REMOVEDmy advisor said I am so sorry. It would kind of be like going to college, starting your semester, then changing your mind, you still gotta pay the tuition, ya know?! Feel free to reach out to REMOVEDservices though! You can reach them at (phone number) Option 2. REMOVEDservices could not helped me and I felt he kept insinuating that I was trying to get out of payments and not fully understanding or listening to me saying there isnt a way I can do this programs education as I do not have the tools to help me learn to pass the tests. I understand forfeiting my original down payment. But I do think its unfair to have to pay for a program that I cant use.

  

  Business Response

  Date: 08/25/2026

  We understand the customer's concerns and appreciate the honest feedback regarding their experience with the program. Everyone learns differently, and we recognize that a self-study format may not be the best fit for every student.
  
  Our records show that the customer enrolled on 07/27/2026 and later contacted our team after the applicable 7-day cancellation period had passed. As outlined in the Terms and Conditions accepted during enrollment, requests submitted after that period are not eligible for cancellation under our standard policy.
  
  We understand that the customer's concern is not simply about the payment obligation, but about feeling that the program's learning style may not align with their needs. While we are unable to cancel the enrollment under the standard policy, we would welcome the opportunity to discuss available resources and support options that may help the customer move forward successfully.
  
  We remain committed to assisting the customer and will be reaching out directly to discuss the account and explore possible next steps.

  Customer Answer

  Date: 08/25/2026

  I hear that they are willing to help after I had to file a complaint. With how this was handled from the customer service side it has left a bad taste in my mouth honestly and I do not want to move forward with the program in fear if I have other issues they will be pushed to the side again until I go a step above the customer service level. At no point did anyone from the customer service team nor REMOVEDwho spoke with me about signing up for the program mention if there were resources I could use. It was pushed aside as she just doesnt want to pay essentially. Even if I used the resources I do not feel they may be adequate enough for me to finish my studies successfully. I also asked if there was a way to decrease my payment bundle from a package to just the REMOVEDclass only and received no response or clarification on if that was an option. After my concerns with being unable to finish the program and my concerns with how I was treated when I brought up concerns to your staff I am asking that I be able to withdraw from the program and not have to pay further. Again, I do not think I will be able to meet the educational requirements for this program and therefore will not succeed and will not be able to get a job from this program which defeats the whole purpose of the program and its 90 day job guarantee. Furthermore, your staff should have better resources themselves or offer support from the beginning if someone is worried they cannot pass the courses. Thank you. 

  

  Business Response

  Date: 08/28/2026

  As noted previously, the customer's request was submitted outside of NASM's standard 7-day cancellation period and was therefore not eligible for cancellation under our published policy. Despite this, we reviewed the circumstances presented and approved an out-of-policy downgrade as a courtesy accommodation.
  
  We regret that the customer felt unsupported during earlier interactions and appreciate the feedback regarding communication and available resources. Those concerns have been shared with the appropriate teams for review and while we understand the customer would now prefer to withdraw from the program entirely, the accommodation already provided represents a reasonable resolution given that the account was not eligible for cancellation under policy. The customer connected with REMOVEDleadership, additional steps were taken to review the account, concerns were addressed directly with the customer, and provide an option that reduced the customer's overall financial obligation while allowing them to continue pursuing certification if they choose to do so.
  
  At this time, we consider the matter resolved and remain available to assist the customer with the modified program moving forward.

• Initial Complaint

  Date:08/13/2026

  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 purchased the NASM PES Course in March of 2022. This expiration date for this course is displayed each time you long into your account with my expiration date being 4/26/27. Over the past few months, I have been studying countless hours to complete the course to take the exam. Today, as I went to schedule the exam, I was unable to do so through the online portal, so I called the NASM support line to receive assistance in REMOVEDwas here that I learned from REMOVEDthe course had been replaced with a different course, I was unable to sit for the exam related to this course, and any certification I received for this course would not be accredited. I expressed to REMOVEDthat I had not been made aware that the course had been replaced and that an expiration date of 4/26/27 is visible on the header of my current course. After a long hold, REMOVEDconfirmed that she could not locate any communication or notification that was provided to me advising of any changes in the course and my ability to proceed with accreditation. After REMOVEDadvised that I would need to speak to a different department to discuss fees associated with an upgraded version of the course, I asked to speak to a manager. After another long hold, the upgraded version of the course was then credited to my account. When I found that I would need to start the new course from the beginning as it is designed completely different from the last, I called back and requested to speak to a manager as I would formally be requesting a refund for the course.I advised that the immense amount of time spent away from my family and the energy and effort spent studying for the previous course could not be replaced and I am not in a position to restart a new course at this point. I was told I could not speak to a manager about the issue. I requested a written explanation of the denial and was denied that as well. I requested the policy for informing students regarded changes made to purchased courses and was denied

  

  Business Response

  Date: 08/25/2026

  After reviewing the account, the customer purchased the Performance Enhancement Specialization (REMOVED) program in March 2022. The date displayed in the customer portal reflects access to the course content. However, course access and exam eligibility are separate components of the program and may have different timelines.
  
  During the customer's access period, REMOVEDreleased an updated edition of the REMOVEDprogram to reflect current content and industry standards. As a result, the exam associated with the older version of the program is no longer available.
  While the customer was no longer eligible to sit for the retired exam version, a solution was provided by granting complimentary access to the current edition of the REMOVEDprogram at no additional cost. This provides access to the most up-to-date materials and certification pathway.
  
  We understand the customer would have preferred a different outcome and recognize the time invested in studying. However, we believe providing access to the current version of the program represents a fair resolution and allows the customer to continue pursuing the certification.
  
  We remain available to assist with any questions regarding the updated program and next steps.

  Customer Answer

  Date: 08/25/2026

  NASM representatives acknowledged on a recorded line during our call that I, the consumer was not notified or made aware of any changes that were made to the course that was purchased and was not advised that the course had become uncredited. The NASM website providing any information regarding these changes has no barring on this matter as the purchased course is accessed through a separate online portal that does not require a review of the website. The business should have notified the consumer that changes were being made to the purchased course; changes that would effectively make the purchased course uncredited once completed. 

  

  Business Response

  Date: 08/28/2026

  The Performance Enhancement Specialization (REMOVED) has historically been offered as a specialization program and is separate from NASM's REMOVED-accredited certifications.
  
  The concern in this case relates to the availability of an older program edition. As with many educational programs, course content is periodically updated to reflect current industry standards and best practices. During the customer's extended access period, a newer edition of the REMOVEDprogram was released and the older exam pathway was retired.
  
  While we understand the customer would have preferred advance notice of these changes, the customer continued to have access to the purchased program during the applicable access period. In addition, after reviewing the account, REMOVEDprovided complimentary access to the current REMOVEDedition at no cost so the customer could continue pursuing the specialization using the most current materials available.
  
  We recognize the time the customer invested in their studies and believe that providing access to the upgraded program represents a fair resolution to the concerns raised.

• Initial Complaint

  Date:08/07/2026

  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 am disappointed in NASM because they are taking the stance that the language "month to month, 12 month commitment" means that even though one whole year has lapsed, if you do not cancel the autorenew of a month to month subscription with the 1 year anniversary you are locked in for another year. Also, in calling customer service, if you can call it that, you are not able to speak to a manager. The company know exactly what they are doing in trying to squeeze every REMOVEDfrom, up until now, loyal customers. They also have terms and conditions (which still do not explicitly state the rule for the stance they are taking) in microscopic fine print at the very, very bottom of their ad. Very disappointing.

  

  Business Response

  Date: 08/12/2026

  Our records indicate that the customer received a renewal reminder email in April 2026 prior to the membership's renewal in May 2026. The membership was not canceled before the renewal date and therefore renewed in accordance with the membership terms.
  
  The customer subsequently submitted a cancellation request in July 2026. That cancellation was successfully processed and prevents the membership from renewing again at the end of the current term. However, because the May 2026 renewal had already taken effect before the cancellation request was submitted, the cancellation did not retroactively reverse the renewed membership term.
  
  We understand that the customer disagrees with this structure. However, the membership terms, including automatic renewal and cancellation provisions, are disclosed during enrollment and available for review prior to purchase.

• Initial Complaint

  Date:07/31/2026

  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.

  Over the last 4+ months I have attempted to sunset my membership with this organization, and they continue to auto-bill me. I was just on the phone with their live agents at 8:45am on 07/31/2026 - and they told me the exact opposite of what they told me on 6/1/2026, and 4/28/2026. As a participant, they tell you to Request cancellation a few days before the end of the month - and then also tell you to request cancellation in the 1st few days of the month, for the following month's cancellation. This has been going on since March of 2026.I am past my minimum number of enrolled months, and would like this resolved. After a number of attempts, I cannot get them to stop auto-billing me, as I no longer need the service.REMOVEDI see online, and on Reddit, this happens to many customers who want to cancel, after fulfilling their sign up contract. Thank you for your help!

  

  Business Response

  Date: 08/06/2026

  Records show that the customer enrolled on 06/02/2025 and selected a monthly installment payment plan. Under the Terms and Conditions accepted at enrollment, customers are responsible for completing the agreed-upon installment payments once the applicable 7-day cancellation period has passed.

  
  We understand the customer's frustration regarding the communications surrounding their account status and payment obligations. After reviewing the account, we confirmed that the installment plan has been satisfied in full and the order is complete.

  
  On 07/31/2026, the customer connected with our REMOVEDteam by phone and was advised that no additional payments are due and no further installments will be drafted.
  At this time, the account is paid in full and no further action is required.

• Initial Complaint

  Date:07/18/2026

  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.

  On 5/25/2026 I signed up for NASM One for $38.11/month (Order Number: SUB-300105268-00). The NASM One product description was very clear: monthly subscription cancel any time so I felt confident that I could use it for only one month. I cancelled 1 day later and purchased a CPT/NC bundle. I made sure to cancel my monthly subscription in my account and set auto renew to off. To my surprise, a new charge of $38.11 appeared on my credit card in June, on 6/24/2026. I promptly contacted the customer service email REMOVEDto alert them of their error. I was met with a cold response telling me that the NASM One option you chose is a 12-month commitment. I absolutely did not see that in the webpage advertising the NASM One subscription, otherwise I would not have signed up. This is DECEPTIVE MARKETING, creating a $457.32 cost to me that I did not sign up for. I asked again for them to make an exception and received a phone call several days later that reiterated my 12-month commitment. The REMOVEDaggressively reminded me that they have a paper trail on everything. I find this completely predatory and use of misleading marketing practices. I will let everyone I know to avoid NASM at all costs. I am so disappointed that I purchased a bundle with them. I will never use them in the future. With 10 months remaining on the 12 month subscription that I did not sign up for, I am requesting that the subscription contract be voided and all money refunded to me. I emailed the CEO of NASM and others in the organization, and I have received NO RESPONSE from them.

  

  Business Response

  Date: 07/27/2026

  At the time of enrollment, customers are required to review and accept the applicable Terms and Conditions, which outline the membership structure and payment obligations. In addition, the NASM One Membership page includes a dedicated FAQ explaining that while memberships can be canceled at any time, monthly memberships include a 12-month commitment and remaining payments are still due following cancellation.

  Our records show that the customer enrolled in REMOVEDOne on 05/25/2026 and subsequently purchased an additional NASM certification program. While the customer canceled the membership shortly after enrollment, cancellation of membership access does not cancel the underlying commitment selected at the time of purchase.

  That said, after reviewing the account and considering the circumstances, a resolution was provided to the customer and wish them success in their certification journey. 

  Customer Answer

  Date: 07/28/2026

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  REMOVED
  
   
  

  Customer Answer

  Date: 08/17/2026

  Hi,
  I hope someone can help me. I accepted a resolution from NASM for a refund and now they have suspended my online account so I can not access the two courses that I paid for IN FULL. This has nothing to do with the complaint about the NASM One Subscription. It is completely separate.  I believe they have done this in retaliation for submitting the complaint.
  
  Do I file another complaint?  Or can you facilitate additional messages to NASM through your portal?
  
  Thank you,
  REMOVED

  

  Business Response

  Date: 08/25/2026

  Current records show that the customer's account is currently unlocked and accessible. In addition, an email was sent on 08/08/2026 advising of technical support if issues persisted.

  Customer Answer

  Date: 08/27/2026

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  REMOVED