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: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
  
   
  

• Initial Complaint

  Date:07/13/2026

  Type:Product 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 June 15, 2026, I purchased the NASM Ultimate REMOVEDCoach program using the 17-installment payment option and paid an initial $199. I requested cancellation within NASMs refund period.The dispute began because NASMs refund policy distinguishes between full-price purchases and installment payments. The policy states that installment refunds are based on the amount paid at the time of the refund request, less a 10% administrative fee. Based on this language, I understood my refund should be calculated from the $199 I had paid. Instead, I was told I would receive only about $49 and was never provided a clear contractual explanation.When I requested management review, the situation escalated due to repeated poor customer service. Representative REMOVEDrepeatedly told me I was wrong and suggested that requesting a manager could result in me receiving no refund. On June 30, I spoke with REMOVED, who repeatedly interrupted me during the call. She later emailed confirming I was still eligible to cancel as a one-time exception if I contacted REMOVEDby phone. Following her instructions, I called again on July 9.During that call, representative Vani refused my request to speak directly with a manager. After placing me on hold, he returned claiming the manager had simply said I had to pay. When I again requested to speak with a manager rather than continue with a team member, he became more confrontational, stated that I would not get my money back, and abruptly ended the call.I have attempted in good faith to resolve this matter professionally. Because of both the refund dispute and the repeated poor customer service, I am now requesting a full refund, cancellation of all future installment payments, and a formal investigation into the conduct of the representatives involved.

  

  Business Response

  Date: 07/28/2026

  The customer enrolled in the Ultimate Health & Wellness Coach program on June 15, 2026 using an installment payment plan and submitted a cancellation request within the applicable refund period. Under the Terms and Conditions accepted at the time of purchase, installment-plan refunds are subject to a 10% administration fee based on the Product Price, and refunds are limited to the portion of the Product Price paid at the time the refund request is made. The refund amount originally presented to the customer was calculated in accordance with those terms.

  We understand that the customer interpreted the refund language differently and that this led to frustration regarding the amount eligible for refund. We also appreciate the feedback regarding the service experience and have shared those concerns with the appropriate leadership team for review.

  While we remain confident that the original refund determination was consistent with the applicable Terms and Conditions, we have elected to make a one-time exception as a gesture of goodwill. The customer's enrollment has been canceled, no future installment payments will be due, and a full refund of the amount paid will be issued. This matter is resolved and wish the customer the best in their future endeavors.

  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,
  
  REMOVEDCedeno REMOVED
  
   
  

• Initial Complaint

  Date:07/07/2026

  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.

  NASM has deceptive business practices. they dont follow through with what they promise through conversations. signed up for a program in REMOVEDplace during that time. I found out there was an outstanding balance with NASM that needed to be taken care of since it went to collections. I spoke with a supervisor about re-certifying who assured me that id be able to recertify if i brought the account current. i then paid the $350 that was due and they now are saying that only gives me access to the course and theyre trying to charge me an extra $199 on top in order to take the exam when the fact is the the $350 i initially signed up to pay for in 2021 included an exam which i never took and never even got through more than 30% of the course due to uncertain times during covid. Also if i cant apply that to be able to work, why would i have kept putting money into that with so many things up in the air? When i brought this up they keep saying "re-certifying isnt free" which is funny because me paying $350 isnt asking for something for free its simply asking for what i paid for. Absolutely money hungry and dont care about their customers at all. all of the sudden they have no records of my conversation with the supervisor and nobody on the team is willing to extent my exam unless i spend another $200 they would rather lose business because individuals dont matter to them, only the extra money they can make when they have a loose policy to justify. the fact is that the extensions are discretionary, and they just dont care.

  

  Business Response

  Date: 07/10/2026

  Records show this customer was able to be assisted by REMOVEDon 07/08/2026, this matter is resolved.

• Initial Complaint

  Date:06/29/2026

  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 am genuinely amazed that this company is still in REMOVEDNOT sign up with NASM. My experience has been one of the worst customer service experiences I've ever had.I enrolled in December 2025. In March '26 I had to replace my credit card. When my payment didn't go through, I received several emails from REMOVEDasking me to update my payment information, which I couldn't do online and nobody ever picked up the phone. I replied multiple times, but he never responded. In the meantime, my account was locked. Jasmine and REMOVED, didn't respond either. (Leaving out last names)NASM was very quick to call and collect my new credit card information and assured me my account would be unlocked. (you can see on the attachment that I never missed a payment) It wasn't. It took four phone calls and nearly 1.5 hours of waiting on hold before someone finally restored my access - so I thought.I logged in only to discover that my account is still suspendedyet NASM has continued charging my monthly payments. This means that for the past five months, I have been paying my monthly subscription with my account REMOVEDmake matters worse, I tried to place my account on hold since April because I still didn't have access. I've made eight phone calls, waited on hold for more than 20 minutes at a time, submitted messages through the website, and sent multiple emails since April to put my account on hold. The result? Complete silence.I have records of unanswered emails, phone calls, and website messages. Continuing to charge customers while suspending their accounts and providing virtually no customer support is completely unacceptable.This site has issues uploading the file. Picture would have shown no missed payments with Account Suspended. I expect NASM to resolve this issue immediately, refund $625.50 and stop charging me or put my account on hold with me having 9 month left to study whenever I pick it up again.

  

  Business Response

  Date: 06/30/2026

  Our records indicate that the customer remained on an active installment plan, and while payments were brought current, account access may be restricted when billing issues occur until the account is fully stabilized.
  We regret that the customer experienced delays in communication and difficulty reaching support. This is not the experience we aim to provide, and we take this feedback seriously as we continue to evaluate our responsiveness and support channels.

  
  We would like the opportunity to review the account in detail and address the access concerns raised. A representative of the REMOVEDleadership team will be reaching out directly to ensure the account status is clarified and that appropriate next steps are taken.

• Initial Complaint

  Date:06/24/2026

  Type:Product 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 June 17, 2026, I bought the "NASM One" subscription for $37.45 (Order # SUB-REMOVED-00), induced by prominent "month-to-month, cancel at any time" marketing. In standard commerce, this means you can stop service at the end of the month without further debt. I realized it didn't fit my needs and canceled the exact same day. I was shocked to find NASM locked me into 11 more payments, creating an involuntary $449.40 debt.I emailed support on Day 1. They took 8 days to reply, hiding behind fine print stating that subscriptions carry zero refunds and a mandatory 12-month commitment. Both email and phone lines flatly refused to assist REMOVEDa certified NASM professional and loyal customer for years, REMOVEDbought numerous products and referred colleagues who spent thousands here. For NASM to hide a 12-month contract behind layout designs mimicking flexible streaming, and to treat a loyal customer with a "too bad" attitude over a Day 1 cancellation, is predatory and deceptive. NASM cannot prominently advertise a product as "month-to-month" to induce a sale, while legally enforcing it as an unbreakable annual contract in the subtext. I refuse to be held liable for a contract entered into under misleading practices.I demand NASM immediately cancel the remaining 11 payments, void the installment contract, and confirm a $0 balance in writing. Given the deceptive marketing and their 8-day support delay, I also request a full refund of the initial $37.45.

  

  Business Response

  Date: 06/30/2026

  NASM understands the customers concerns regarding the REMOVEDOne subscription and appreciate the feedback. At the time of purchase on June 17, 2026, customers are required to review and accept the Terms and Conditions, which outline the subscription structure, including the minimum commitment period and billing terms.
  
  While the program does allow cancellation of future access, the subscription includes a committed billing term, which is disclosed during enrollment. This is standard for this offering and applies regardless of when cancellation is requested.
  That said, we recognize the customers concerns and, as a courtesy, we have taken steps to cancel the remaining subscription payments moving forward. The account will not be billed further under this subscription.
  We appreciate the feedback regarding how this offering is presented and will take it into consideration as we continue to evaluate the customer experience.

  Customer Answer

  Date: 07/01/2026

  
  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:06/23/2026

  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.

  I completed the NASM Certified Sports Nutrition Coach certification and received a digital badge through Acredible. However, the badge only displays a QR code and is not being accepted by another certification organization for REMOVEDreview.I need an official certificate of completion that includes my name and can be downloaded, printed, or submitted as documentation. I have followed the instructions provided by NASM, but the available certificate options do not provide the type of document required.I have contacted NASM multiple times by email and attempted to reach support by phone, but I have not received a satisfactory resolution.I need an official certificate of completion that includes my name and can be downloaded, printed, or submitted as documentation. NASM instructed me to log into my account, go to My Credentials, and click View Certificate to access and print my certificate. However, the View Certificate option is not clickable and does not work.I am not requesting a refund. I am requesting assistance from NASM in providing official documentation verifying successful completion of my certification, or a written letter confirming that the Acredible badge is the only official certificate issued for this program.

  

  Business Response

  Date: 06/30/2026

  Records show the customer was able to be assisted via phone on 06/23/2026 for locating their digital certificate.