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:09/24/2025

  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.

  Ingrese a su curso en agosto. Al iniciar pregunte si tenian el curao en espaol xq no hablaba ingles y me dijeron que no pero que el cuerso era muy facil q lo lograria entender. Y de lo que me han mandado no he logrado entender nada. Xq todo es en ingles. Tampoco me dijeron que solo tenia 7 **** para cancelarlo

  

  Business Response

  Date: 09/29/2025

  The customer was able to connect with *************** via phone on 09/25/2025 and a resolution has been obtained and this matter is now closed. 

• Initial Complaint

  Date:09/16/2025

  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 filing this complaint against the National Academy of Sports Medicine (NASM) for failing to provide the services I have paid for. I purchased a package to take (4) certifications. After taking (2), I got a message from the website that I've been blocked. It tells me to contact the website owner, and provide the ********** Ray ID to whitelist me. I contacted NASM after a few days hoping that it would go away. After all these weeks, they are telling me it's not their issue (even if the error says to contact the website owner, and every other online search about the issue - even my internet provided mentioned it-), yet they are not giving me a solution, while not following up (I got only two calls back, I always have to call myself), while I'm still being charged for a service I cannot use. This is a breach of contract as they are not allowing me access to the service I purchased, as well as not providing any solutions - they are just letting time pass- . I have contacted NASM multiple times, provided the Ray IDs needed to whitelist me, and other information about their system's whitelisting errors, but they have not resolved the problem or seem to be planning to (they don't even know what ********** is). I just want for this issue to be fixed.

  

  Business Response

  Date: 09/18/2025

  NASM has two active technical support tickets for this customer currently with the most recent update being 09/18/2025. A representative of the *************** leadership team will connect with the customer via phone and go over the next steps.

• Initial Complaint

  Date:09/04/2025

  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 programe around the beginning of 2025. I missed one payment due to a change in banks around March. Icalled Made said late payment, and they have been taking from that account monthly ever since. I can see it on my bank statement at the end of every month. However, I receive multiple daily emails about my late status. Sometimes up to 4 or 5 a day. When I called customer service they stated that I still had a past due status of 80ish bucks. I dont have access to the courses I am paying for. I explained to them that's impossible as the late payment was made and they had been taking money for the course every single month on time. I can see it on my bank statements. They refuse to correct the issue. There is no way I am past due and even the customer service agent was stumbling trying to explain to me how it was past due. I kept repeating that they are taking money on time every month. I am not delinquent. Still no fix, still no access to materials, but they still take money every month.

  

  Business Response

  Date: 09/10/2025

  A representative of the ************************** team will review the accounting of this program and connect with the customer via phone to resolve this issue amicably. 

• Initial Complaint

  Date:09/01/2025

  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.

  On August 15, 2025, I purchased NASMs Certified Personal Trainer course. From the date of purchase, I have had no access to any of the course materials.On August 19, I contacted NASMs customer service and spent an hour troubleshooting with a representative. The issue was not resolved, and my account was then locked by NASMs IT department so they could investigate. I was told I would be contacted with an update and provided new login credentials once the problem was fixed. I never received any follow-up.On August 27, still without access, I called again. The representative acknowledged the problem but stated NASMs 7-day return policy. I explained that this was not a matter of simply changing my mind NASM had failed to deliver the product I paid for. In contract law, when one party does not provide the promised service, the agreement is voided. The representative refused to acknowledge this and ended the call abruptly despite my professional tone.That same day, I sent an email requesting a refund on the basis that NASM had not delivered the course. I received a reply five days later, again citing the no refunds policy but refusing to acknowledge the breach of contract that had already occurred.NASM accepted my payment but did not provide the product I purchased. This is a clear failure to deliver services as contracted. A company cannot enforce a no refund policy when it has not fulfilled its own obligations under the contract.Resolution Requested:A full refund of my down payment.Assurance that no future payments will be collected for this undelivered course.NASMs refusal to provide the product or issue a refund constitutes a breach of contract and a violation of basic consumer rights.

  

  Business Response

  Date: 09/04/2025

  NASM regrets the inconvenience experienced and appreciates the patience shown while the technical issue affecting course access was investigated. A support ticket was initiated promptly after initial contact, and while NASM strives to resolve all technical matters as quickly as possible, certain cases may require extended investigation and involve factors outside of immediate control. NASM understands the frustration caused by the delay and acknowledges the importance of timely access. The case has been escalated for further review, and a resolution is actively being pursued. 

• Initial Complaint

  Date:08/31/2025

  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.

  I received an email on July 8, 2025 from NASM ******************** stating I was being refunded for the Gymternship program. I have since been in contact with NASM **************** and ******************** via phone and email numerous times trying to resolve this issue. Each representative assures me the payment is being processed; however, I still have not received the refund. The **************** representatives cannot even tell me when exactly the refund was sent out or via by check or direct deposit, etc. The last thing I was told was I would receive an email with a form to complete regarding bank account information where the refund should be direct deposited. Once again, an email has never been received. I cannot find anyone there to help me obtain this refund. Please overnight a check to me in the amount of $190.64 immediately to resolve this issue.

  

  Business Response

  Date: 09/02/2025

  Because of the length between the purchase date and the refund date, some refunds will be returned in the form of a check. Check refunds can take up to 45 days due to processing and mail delivery speed. Our records show a check request has been sent as of 08/04/2025 for the $190.64, and the request can take 45 days from that date. 

• Initial Complaint

  Date:08/27/2025

  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 purchused the ***** plan for $899 in September of 2024. Since then, they have charged me $175 for "job placement" fee EVEN THOUGH THEY DID NOTHING TO HELP ME SECURE A POSITION ANYWHERE! They also charged me $39/month for something called NASM ONE that I NEVER AGREED TO and HAVE NEVER USED. Now, they are telling me that since I didn't respond to an email I NEVER EVEN RECEIVED that I will now be charged for the next 12 months again. I am taking this to court and pursuing legal action against this FRAUDULENT company for fradulent practices and seeking $1,000,000 for damages. I literally lost my apartment because of this company and their fraudulent practices.

  

  Business Response

  Date: 09/02/2025

  NASM's records show a return case was submitted for the Gymternship program back in May 2025 due to non-placement. At this time, a representative of the *************** leadership team will connect with the customer via phone to determine the best amicable solution for the dispute.

• Initial Complaint

  Date:08/26/2025

  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.

  I am a personal fitness trainer. I am required to renew my certification with NASM (national academy of sports medicine) every 2 years by completing 2.0 approved CEUs prior to certificate expiration date. I completed all required courses by due date and submitted to NASM. Problem: I was sent email congratulating me for earning my badge. When I go to get badge it says my certification is in a random audit. I called NASM 3 times and expressed my concern that I cannot work without my certification. I was told it was in the audit teams hands and they have 30 days to complete?? They sent me an email that my employer will not take because it has no certification #. I expressed this to NASM. The best I can get from them is dont worry it will really only be a few days, we will send a note to supervisor. Meanwhile Im canceling clients and not working and they are not concerned. Please help

  

  Business Response

  Date: 08/26/2025

  Per the Recertification handbook found on ******************************, "All renewal submissions are subject to a random audit. Representatives from the Recertification team will verify that all documentation is accurate and the courses submitted were completed in the correct credential window. If any issues arise, the credential holder will be notified via email with instructions for future steps to renew the credential." Audits can take up to 30 days for review, but the Recertification team will attempt to review them as fast as possible.

  In this scenario, the customer's audit has already been completed and the Certification has been renewed along with a new certification number as of 08/24/2025.

• Initial Complaint

  Date:08/21/2025

  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.

  On July 8, 2025, I purchased a course for my continuing education on the NASM website. In addition to the course I needed, a membership subscription of ****** instead of my intended course was added to my cart without my awareness until after the purchase was completed. I requested a cancelation of the membership on the same day and was informed that it was non-refundable, and I would have to contact my bank. I contacted my bank, filed a dispute, the dispute was recently approved on 8/14/2025, and now NASM has suspended my access to my purchased catalog. I do not have access to any of my courses or my account on the ********************** website due to the suspension. I had contacted them (NASM) to discuss the matter and was informed that I wouldn't get access to my purchased course, which was a separate purchase of ****** from a different bank account, unless I removed the dispute and pay the full membership. I have informed them that I would be willing to pay 2 months max of a membership if that would mean I get access to my account since I need the course to maintain my professional licensure. However, that was denied as well. I have also asked for a refund of the course that I can no longer access because of them suspend my account, and that too was denied. I do not need a membership from the NASM website because I do not have a license or certification in Personal Training. Only a few courses on their website aligns with my Athletic Training Licensure/certification, at an additional cost to their membership, and having a membership to this entity will not aid my professional growth. I do not intend to pay a full year membership and just want access to my account, but all attempts of discussion and negotiation have failed. I am truly disappointed in the accounts of **********************.

  

  Business Response

  Date: 08/26/2025

  A review of the original order was completed and a modification to the customer's account has been made. They should have full access within three business days. 

• Initial Complaint

  Date:08/19/2025

  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.

  I was scheduled to take my NASM exam on August 16, 2025. Unfortunately, there were several issues that prevented me from completing the test, many of which were outside of my control.First, PSI scheduled my exam for the wrong time zone (****** time instead of Arizona time). As a result, I was marked tardy when I attempted to log in. After contacting NASM, I was eventually allowed to proceed once the error was recognized. Following a successful system compatibility check, I logged in, but the system disconnected me shortly after.I immediately contacted IT support, who confirmed that my system met all compatibility requirements. Despite this, multiple attempts to log back in failed, with the system incorrectly flagging my camera as nonfunctional. After three unsuccessful attempts with tech supports assistance, it was determined that the best option would be to reschedule for an in-person exam.On Monday, August 18, I spoke with both NASM and PSI representatives. Despite **** technical team confirming that my equipment was compatible, I was informed that I would be required to pay a retake fee due to either internet speed or camera failure. However, the minimum technical requirements for internet and camera specifications were never provided to me prior to the exam.Given these circumstancesspecifically the initial scheduling error, the system malfunctions, and the lack of clear technical requirementsI do not believe I should be held responsible for an additional fee to retake the test. At this point, I feel this situation has been mishandled, and I am considering pursuing certification through a different organization if it cannot be resolved fairly.I respectfully request that the retake fee be waived so I may complete my certification with NASM as originally intended.

  

  Business Response

  Date: 08/20/2025

  A representative of the *************** leadership team will review the issues with the scheduling of the exam and attempt to connect with the customer via phone and email on 08/21/2025 for an amicable solution.

  Customer Answer

  Date: 08/23/2025

  I received a call from NASM on 8/21/25 at 10:29 a.m. Unfortunately, I was on a call at work and could not answer the call.  I tried returning the call but the number they called from is from the  800 call center. I looked for a voicemail or email with contact information on who to ask for, and there was nothing.  Please make arrangements to contact me. Thank you! 

  

  Business Response

  Date: 08/28/2025

  The customer was able to connect with *************** via phone on 08/25/2025, this case is resolved. 

  Customer Answer

  Date: 09/05/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 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,
  
  ***** ********
  
   
  

• Initial Complaint

  Date:08/14/2025

  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.

  Having issues with login. Technical support takes forever to get on phone. I paid 900 dollars I cant study for this service. I have emailed called and complain. Trying to study and I cant login. Tech support doesnt speak English well

  

  Business Response

  Date: 08/18/2025

  Our records show the customer has been in communication with *************** since 07/28/2025 via email regarding the technical issues. At this time, a representative of the *************** team will directly reach out via phone for real time assistance as well as offer a consolation for the trouble.

  Customer Answer

  Date: 08/20/2025

  
  
  It took over two weeks to receive a response to my initial inquiry, which significantly disrupted my ability to study and access the support that was advertised. The delay cost me valuable study time, and the technical assistance that was supposed to be available was essentially nonexistentunless I escalated the issue externally.
  A backdoor had to be created to access the system, which is a known issue that could have been resolved promptly had someone simply picked up the phone. This unnecessary delay caused further frustration and wasted time that could have been used for studying.
  Given these circumstances, I am requesting an extension of my course access through February to compensate for the lost time. Additionally, I would like access to online study assistance or tutoring support to help me get back on track.
  I believe this is a fair and reasonable resolution considering the impact this delay has had on my progress. I look forward to your timely response. No action would have been taken had I not contacted the better Business bureau.
  
  
  

  

  Business Response

  Date: 08/26/2025

  Our records show the customer was able to proceed with logging in on 08/18/2025, however to be safe, a representative of the *************** leadership team will reach out via phone to determine if there is still an error among offering an amicable solution. 

  Customer Answer

  Date: 08/28/2025

  I paid 900 for a electric package. I was told there would be technical support which there's not they don't speak English they don't answer their calls in a timely manner it takes 20 minutes to get anybody on the phone that took 2 weeks to resolve my issue they need to do better. They have never regard for their customers and provide a bad package