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:12/02/2025

  Type:Service or Repair 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.

  The NASM One program is poorly communicated and involves a bait-and-switch. I signed up thinking it was a year-long commitment and when attempting to cancel after the year, I was told I'd have to pay for an entire second year just to break the "contract." The monthly renewal e-mails did not clearly indicate the renewal of an entire second year and commitment to paying an additional 12 months. I haven't used the service since I first signed up and want a refund for my fees for the past 5 months post-first year commitment. I've already attempted to resolve this via an "appeal" with NASM that was supposed to be reviewed within 30 days and I've got zero communication back and have had 2 additional monthly payments come out since filing the appeal. I am seeking a refund of Aug-Dec 2025 payments totaling $189.55 and to have my NASM One "subscription" cancelled immediately with no further billing.

  

  Business Response

  Date: 12/08/2025

  NASM One is an auto-renewing annual subscription, as outlined in our Terms and Conditions (Sections 5.1(c) and 11.2). Renewal occurs on the anniversary of the original purchase unless canceled prior to the renewal date, and reminder emails are sent 30 days in advance.
  While subscriptions are non-refundable per our policy, we understand the customers frustration and have taken steps to resolve this matter as a courtesy. REMOVEDwill connect with the customer towards an amicable resolution. 

  Customer Answer

  Date: 12/13/2025

  
  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:12/01/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid REMOVEDfor the REMOVEDSelf-Study (SKU - REMOVED285K), product was inaccessible online through NASM platform, I then entered a deployed environment with minimal access to program. It was disputed to get course reactivated, seemed to be no issue, then there was no result. I paid for a product, product was never opened, never accessed, never used, and services are still inaccessible. I was told "sorry its expired, you get no credit, no refund, no help, you must buy a whole new package". This is purely unacceptable, I would be more understanding for minimal refund, or credit if I accessed it, failed and threw the course away. I am looking to either get a full refund of my purchase, or to get credited the course back to my account. Thank you to anyone who can help advise or help.

  

  Business Response

  Date: 12/08/2025

  The course referenced was purchased in 2018. Our programs are updated regularly to reflect current industry standards, similar to how school courses change over time. Because of these updates, the original version of the course is no longer supported or accessible on our platform. At this time, reactivation of the original course is not possible because the course has been retired and is no longer supported or accessible on our online learning platform. Customers who wish to continue with the updated curriculum would need to enroll in the current edition. Were happy to provide details on available options if the customer is interested.

• Initial Complaint

  Date:11/24/2025

  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 enrolled in a NASM program but needed to withdraw due to serious personal circumstances (child health issue, domestic violence) I emailed support to request withdrawal and provided the required information. NASM later claimed they never received my emails and said my account was past due.When I re-sent the same emails and proof during a live support interaction, the representative again said she didnt receive them, even though I sent them in real time. I have timestamped email records showing what I sent and when.Instead of helping me find a solution, NASM added hurdles (paperwork and documentation I had already provided) and continued to treat my account as delinquent. The experience felt predatory and designed to block withdrawals rather than support students during hardship.

  

  Business Response

  Date: 11/28/2025

  Our records show initially the customer was sending emails from an external email address not tied to the account on file, which may had caused a delay in receiving their emails. At this time, the customer's emails and documentation are received and a review regarding the policy will begin. Once the review is completed, the customer will be notified via email.

• Initial Complaint

  Date:11/24/2025

  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.

  Their official website states you can cancel and be refunded within 7 days of purchase as long as you did not take the exams. I called after a few days to cancel and get the refund as i cannot continue to afford this right now and the sales person stated i cannot because i viewed the orientation which is literally just showing you how to navigate the website. teaches you absolutely nothing about any actual courses. so now theyre refusing to refund in the time frame going against their own polices.

  

  Business Response

  Date: 11/28/2025

  We reviewed the customers account and confirmed that the request to cancel was made within our 7-day refund window. We regret any confusion caused during the process and appreciate the customer bringing this to our attention.
  A full refund has been approved and is being processed in accordance with our policy. The customer will receive confirmation once the transaction is complete. We appreciate the opportunity to resolve this matter and remain available for any further questions.

• Initial Complaint

  Date:11/14/2025

  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.

  REMOVEDexam is nothing like the cpt course material study material. REMOVEDproctored is exactly like the exam study guide which is extremely hard to find and I happened upon it after failing the exam noticing that was exactly like the test so I was studying the wrong material the whole time. It was never disclosed that different material should be studied for the 2 different cpt tests. -October 24th, 2025 called because couldnt access exam study guide- was told that it was something wrong with my device - I tried to log in and access through 3 different devices and kept getting an error. -Called back 10/24 and spoke to REMOVEDand asked if study guide could be emailed to me and she said no. She submitted a ticket. - Got a call back and was told to log in under Firefox and was given a password to use. Still didnt work. - Called back on 10/29/25 and another ticket sent to resolve IT issue. - November 3 still no call back. 10 days wasted cant study. - 11/3/25 called and complained about issues and requested a full refund. Was sent to management voice mail for REMOVEDand left voice mail for call back. -11/4/2025 called at 5pm est left voice mail for REMOVEDagain. -11/5/2025- received call from REMOVEDexplained all above told her that cpt course is not forthright with ALL study material and some are set up to fail. Told her I want my money back and I feel deceived that I spent time studying one thing and was tested on something completely different and the Exam Study Guide should be included the course and its super hard to find and I found it after the fact. There should be clear direction on what to study if you decide to take the non proctored open book cpt certification and exactly what to study if you are taking the REMOVEDproctored certified personal trainer test. No resolution. Found 5 other complaints on the better business bureau about the same thing. Studying one thing and being tested on something different.

  

  Business Response

  Date: 11/19/2025

  When purchasing the NASM CPT course, the online content is designed to provide everything needed to prepare for and pass the REMOVED-accredited exam. Both the textbook and study guide are derived from this content. The exam measures understanding and application of concepts, not memorization, and uses a scaled scoring system where some questions carry more weight than others. Records show the customer spoke with leadership on 11/03/2025 and was offered options to improve testing success. Per our Terms and Conditions, once an exam attempt has been made, refunds are not permitted. To maintain the integrity and accreditation of the certification, scores cannot and will not be adjusted after completion. We encourage the customer to retake the exam after the required waiting period and are happy to provide resources to support success.
  

  Customer Answer

  Date: 11/19/2025

  Again, NASM is not upfront with all study guides for the REMOVEDexam.  The study guide for the exam is nowhere to be found in the personal training course. It is under a separate link and you have to search for it under courses and exams and then click a link that reads study tips.  It is not information that is found easily and takes away from having all study materials easily accessible.  The personal training course does not guide you based on the exam that you want to take - there is no information stating if you want a open book cpt certificate- study this material and if you want to be REMOVEDcertified study this.  Its not forthright. In some cases,  that is one  of the reasons people fail and have to pay $200 to retake.  Thats a way for NASM to make money. I am not the only one that has experienced this based on other BBB complaints. Its not good business practice. 

  

  Business Response

  Date: 12/02/2025

  A representative of the Student Success leadership team attempted to reach out to the customer on 12/02/2025. A voicemail was left, as well as a follow up email and NASM will work with the customer for an amicable solution.

  Customer Answer

  Date: 12/05/2025

  Was contacted by NASM and I all I want is a full refund and they still refuse.  I was asked to bring my account current and was told it was suspended by a representative.  I paid them all of the $1,243 I owed them in monthly payments for the last year and did not get what I paid for. I already spoke to a manager as previously stated in the first complaint and now someone else is reaching out to help me pass the test. I dont want to take the test, I dont want to continue with  NASM.  All I want is my money back. 

• Initial Complaint

  Date:11/10/2025

  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.

  Date of transaction: 9/29/25 I onboarded with a new company called REMOVED, who require employees to obtain their personal training certificate. Thus, I signed up for NASM's certified personal training self-study course to prepare for the exam. However, I am no longer affiliated with REMOVED, thereby eliminating my need to become a personal training. I am enrolled in a payment plan with NASM, but, given the circumstances, wish to pursue a cancellation of my plan and be issued a partial refund, since I have only had access to the material for ~30 days. I have reached out to NASM, who have denied any type of refund, as they have a 7-day return window. I believe that this window is extremely limited, as most companies offer at least a 30-to-60-day return window. Additionally, I understand that a full refund is unreasonable at this juncture, however, since I no longer plan to take the exam and don't need the material, I don't understand why they simply cannot terminate my access to course material and issue me a partial refund. I believe that a compromise could be made, but they are unwilling to do so.

  

  Business Response

  Date: 11/12/2025

  The customer reached out to the REMOVEDemail department on 11/07/2025 and 11/12/2025 regarding return their enrollment out of policy. The refund policy allows for cancellations within 7 days of purchase, which is clearly stated at the time of enrollment and members will need to attest to that prior to purchase via Terms and Conditions. This policy applies uniformly to all customers and is designed to ensure fairness and consistency.
  

  While it is regretful that the customers circumstances have changed, the request falls outside of the refund window. On 11/07/25, the customer was advised of a potential option for extenuating circumstances for an exception to the return policy. If the customer feels their circumstance is valid, they can proceed with that process. 

  Customer Answer

  Date: 11/12/2025

  Per review of NASMs refund policy, I understand that I am outside of the refund window. However, I would like to appeal the decision based on the fact that I no longer require the REMOVEDexam for previous employment reasons. Had my circumstances not changed and my previous employment contract remained intact, I would willingly proceed with the predetermined payment plan, as I was to be reimbursed by the employer upon completion of the exam. Again, seeing as  this is not the case, I am requesting some amount of reimbursement, after NASMs termination of access to all course material for this writer. I believe that it is within the power of NASM to issue a partial refund, which would ensure that they are still profiting off of their course material, while also preventing an individual, such as myself, who does not have the means to forfeit the entire predetermined amount, from incurring a significant amount of financial debt. I understand that there are fees associated with processing refunds, and I am entirely willing to pay those and also forfeit any moneys that have been given to NASM on the payment plan that I am currently enrolled on. I also believe that NASM is entitled to retain a certain amount of money beyond that which I have already payed, and I think that this is the matter that should be explored further. Simply put, I do not understand why a conversation cannot be had to negotiate a partial refund that satisfies the terms and conditions of both parties. I am not trying to take advantage of NASM as a company by any means, however, I cannot help but feel that the current situation is unjust. 

  

  Business Response

  Date: 11/28/2025

  REMOVEDwill attempt to connect with the customer via phone to go over all potential avenues for an amicable resolution. If no connection is made, a follow up email for a scheduled call back will be set up.

• Initial Complaint

  Date:10/31/2025

  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 purchased the program roughly a year ago. I lost my job in June 2025 and my account was suspended. I didn't have any money to pay. After 5 months, they sent in a draft of $129.65 on 10/30/25 and my bank paid it. I am happy to continue my service but although NASM drafted payment, my account is still suspended.I am not receiving value for what I paid. I want a refund or replacement so that I can receive value for my payment.

  

  Business Response

  Date: 11/06/2025

  Records show the original purchase was made on 11/30/2024. When on an installment plan with the program and enrollments, members agree to a drafted payment schedule for the duration of the loan, from three to 18 months. When the payment due date arrives, the system will attempt to process the amount owed, and if the payment fails, the system will suspend the account and will not attempt again until the next payment due the following month.

  In the event a payment is drafted but the account is still past due, the account will remain locked until the past due balance is paid off. Once that balance is paid, the customer can connect with REMOVEDfor regaining access to their exam and content if applicable. 

  Customer Answer

  Date: 11/06/2025

  I dont dispute the amount owed.

  i am asking for a payment arrangement on the past amount due and since a partial payment was made, access to the material. The past amount can be added to the end of the contract and the time unedited to be credited to the account.

  i was never told that my account would be blocked in this type of situation. 

  i am asking for empathy from NASM due to I was without a job and no income and that is the reason I fell behind.

  i am catching up now but dont have the full past due.

  it would be amazing if this company cared and adjusted the past due by extending the contact and also extending the time I have to finish the material.

  instead NASM refuses to cooperate and there is a lack of communication and support from the customer service team and when I ask for a supervisor, I am denied service.

  

  Business Response

  Date: 11/12/2025

  NASM is happy to assist with the customer getting access once they're current, but as long as there is a past due balance, the system will automatically lock the account. At this time a representative of the Member Service3s leadership team will connect with the customer via phone and email if applicable to attempt to find an amicable solution. 

• Initial Complaint

  Date:10/30/2025

  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 filing a complaint against the National Academy of Sports Medicine (NASM) for misleading advertising and refusal to issue a refund of $1276.On August 12, 2025, I enrolled in NASMs Certified Personal Trainer program, which was advertised as self-paced. However, after enrolling, I discovered that the program requires the certification exam to be completed within 180 days. This time restriction was not clearly disclosed before purchase. A program with a mandatory 180-day limit does not align with the commonly accepted definition of self-paced. Had I known about this restriction, I would not have signed up.Additionally, the study materials are poor in quality and difficult to follow. The content is confusing, overly complicated, and fails to provide clear explanations.On October 30, 2025, I contacted NASM to request a refund, but the request was denied on the basis that the purchase had exceeded their seven-day refund policy. I believe this policy was applied unfairly given that the advertising was misleading and did not accurately represent the nature of the program.

  

  Business Response

  Date: 11/06/2025

  NASM's records show the customer purchased their order via web on 08/12/2025. When purchasing online on REMOVED, users must attest to the Terms and Conditions and when logging into thew course, members are also advised to refer to the Terms and Conditions, which goes over exam expiration dates versus course expiration dates. In addition, members have access to the Candidate Handbook which also goes over exam expirations.
  
  Per the Terms and Conditions, section 5.3, all purchases are final after seven days, and our records show the customer reached out to REMOVEDin October, well beyond the return period. Currently, this member's exam expires in 2026, and we encourage them to reach out to REMOVEDfor extension options. 

• Initial Complaint

  Date:10/15/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not having buyers remorse. My circumstances have changed. My mother had a heart attack and thankfully she received a new heart. I am now her full time care giver. I need to not be charged 50 dollars a month.

  

  Business Response

  Date: 10/23/2025

  A representative of the REMOVEDteam will connect with the customer via phone and email to determine how to best assist.

• Initial Complaint

  Date:10/04/2025

  Type:Sales and Advertising 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 had login issues. Nasm claims to have support but it took the bb getting involved to fix my login issues. This took weeks. Now Im behind on my studying and behind I still dont know how to setup testing. There call center takes to long and they dont speak English. Id like an extension and a refund or discount for all that I dealt with please. I pay but not only the study materials but support I never get

  

  Business Response

  Date: 10/06/2025

  Our records show the customer was in consistent communication with REMOVEDbut since 08/27/2025, the customer and REMOVEDhave not been able to connect, with the customer responding via email that they were at work. At this time, a representative of REMOVEDwill be reaching out to the customer to assist. We encourage to call into REMOVEDor reach out via live chat on REMOVEDor email at REMOVEDfor assistance as well. 
  
  Regarding the support team, the REMOVEDdepartment includes representatives based in both the United States and abroad. All agents are fluent in English and trained to provide technical and account support. While accents may vary, our team is committed to clear, respectful, and professional communication.
  

  Customer Answer

  Date: 12/06/2025

  I bought the 999 package. Everything was going well I was 3 months into studying then I couldnt login. Then I tried to call with ridiculous wait times and I got a person that barely spoke English. I had to reach out to the REMOVEDto get a person whos speaks and understands English, I was told they created a backdoor to fix my login issues. Then a week later i couldnt get in again. I sent another complaint and they called me twice while I was working. Then I tried to call it took to long to get someone on the phone. At the point I want my money back. I cant get back the time wasted on studying but I deserve a refund on my card. They claim to have assistance but only if you involve the bb. They charge for online study material but there support is not there there wait times are insane and I feel like I got scammed

  

  Business Response

  Date: 12/08/2025

  REMOVEDconnected with the customer via phone on 11/25/2025 and a refund is currently in process. This matter is resolved.