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:10/21/2026

  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.

  I already owned the NASM REMOVEDexam and decided I wanted to upgrade to purchase additional NASM programs. Yesterday evening, I called NASM and purchased an upgrade to the REMOVED+ CNC bundle. Today, I saw the same bundle advertised on NASMs website for $999$110 less than the price I had been quoted over the phone less than 24 hours earlier. An NASM employee confirmed in writing that the bundle price had dropped and instructed me to contact REMOVEDto receive a refund because I was within the 7-day return window I called customer service to request a $110 price adjustment to match NASMs advertised price.I spent 36 minutes on the phone and was transferred between three representatives and was about to be transferred to a 4th. After 36 minutes, I was told NASM could not honor the advertised price. Instead, I was told I would have to cancel my purchase and repurchase the bundle, but that my refund would be subject to a 10% administrative fee.This was the first time I had been made aware of this fee. It was not disclosed during my purchase over the phone, and my purchase confirmation email did not include the Enrollment Agreement, refund policy, or any mention of the fee. When I challenged this, NASM claimed the agreement had been provided during enrollment but has not demonstrated when or how the fee was disclosed to me before payment.I am extremely frustrated that a straightforward request to match NASMs own advertised price resulted in 36 minutes of transfers, no price adjustment, and the discovery of a substantial cancellation fee that I was never informed of when purchasing.I am requesting that NASM honor its advertised price by applying the $110 price adjustment to my recent upgrade. Alternatively, if cancellation is the only option, I request a full refund without the 10% administrative fee, given that I contacted NASM within 24 hours and dispute that the fee was adequately disclosed before purchase.

  

  Business Response

  Date: 10/26/2026

  We understand the customers frustration, especially given that the request was made shortly after the purchase and was related to a change in the advertised price.
  After reviewing the account and the customers interactions with our team, we determined that the request should receive additional review. We regret that what should have been a straightforward request became more difficult than necessary and appreciate the customer bringing the experience to our attention.
  We have shared the service concerns with the appropriate leadership team and will be connecting directly with the customer to address the pricing concern and determine the appropriate resolution.

  Customer Answer

  Date: 10/29/2026

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and this resolution was satisfactory to me. NASM reached out to me today and resolved this by reducing the principal.
  
  Regards,
  
  REMOVED
  
   
  

• Initial Complaint

  Date:10/15/2026

  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.

  I have had my CPT with NASM since 2017. The hard sale has always been annoying but you have to have the cert so I ignored it. Last year they had this deal that if you bought the NASM ONE subscription you would get discounts on all programs and if you bought it before Black Friday you would save 60% in the courses so I did it so I could by the Wellness specialist course. I was offered 40% off of the course and they jacked the price up. I could save 40% off of a course that was no longer on sale. I told them this was bait and switch, argued for a week and then finally I was told that the advisor was new and apparently cant do math because now I could have the full 60% off the course. I said no. Then a different advisor offered me a higher price. I told them to cancel. I was contacted by their advisor who apologized and told me that I had to pay for the subscription but that she had cancelled in moving forward and I wouldnt be charged. I paid hundreds of dollars for something I never used. Wouldnt you know I was just charged for another year. The financial practices of NASM are terrible. I feel like I was lied to. Im sure they have records of me signing or agreeing but now they want me to produce proof of a phone call. Their advisor screwed up. I have a text saying she didnt was new and not up to date on company practices but NASM still wants to push back. Now theyve also locked my account. Ive spent thousands of dollars in the last 10 years and I cant even go in and print my certificates. That is information and certificates Ive paid for and I cant even login to print them. I feel taken advantage of and lied to. And the customer service has been terrible. Ive done a charge back with the bank and NASM refuses to refund my money because they say I have no proof of a phone call.

  

  Business Response

  Date: 10/20/2026

  We appreciate the customer bringing these concerns to our attention, as well as their many years with NASM. We understand the frustration caused by the subscription renewal, account access concerns, and the different information received during previous interactions with our team.

  After completing an additional review of the account and prior communications, we determined that further action was appropriate. We have addressed the account accordingly, and any specific updates regarding the resolution will be communicated directly with the customer.

  We also take the concerns regarding the overall service experience seriously. The feedback provided has been shared with the appropriate leadership team for review, and a member of our team will be connecting directly with the customer.

  Customer Answer

  Date: 10/21/2026

  
  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:10/09/2026

  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.

  I enrolled in the NASM CPT program on 04/25/2026 ($118/month, $1,400 total) an online impulse purchase via a promotion. After a few lessons I stopped: instead of exercise science and nutrition, roughly 6070% of the content was sales and marketing, not what was advertised. I called multiple times to return the program; every request was denied. I stopped payments in Oct 2026; NASM suspended my account (no access) but refuses to pause installments I am being charged $1,400 for a program I cannot use. My formal written complaint (10/06/2026) was denied in full on 10/09/2026 over a "7-day return period" I was never told about at purchase. I dispute the remaining ~$900+ balance until NASM provides the signed agreement showing this policy and an itemized statement.

  

  Business Response

  Date: 10/20/2026

  Our records show that the customer enrolled on 04/25/2026 and did not request cancellation within the applicable 7-day cancellation period. The cancellation and refund policy is outlined in the Terms and Conditions that customers are required to review and accept during enrollment. Because the request was received outside of that period, the order was not eligible for cancellation or refund under our standard policy.
  We also understand the customer has concerns regarding the course content and the account becoming suspended after payments were no longer being made. Suspension of access does not cancel the underlying installment agreement or remaining balance associated with the enrollment.
  That said, we have completed an additional review of the customers concerns and would like the opportunity to work with the customer directly regarding the account. Any account-specific updates or accommodations will be communicated privately with the customer.

  Customer Answer

  Date: 10/20/2026

  I do not consider this response a resolution. It repeats the same denial NASM sent me on October 9 and October 14, 2026, and it states no concrete accommodation.
  
  First, NASM still has not produced the enrollment agreement I actually accepted at checkout on April 25, 2026, identifying the 7-day cancellation term. Citing public website Terms and Conditions is not the same as producing my accepted agreement.
  
  Second, NASM's position remains that my access is suspended, no pause or postponement is available, and I still owe the remaining balance of $939.32 for courses I cannot use. NASM's own October 14 letter confirmed these figures. This is the core of my complaint, and it is unchanged.
  
  If NASM genuinely wishes to work with me directly, I am open to a concrete written proposal. A proposal that would resolve this complaint is one of the following: (1) cancel the remaining balance of $939.32 and close my account with no further obligation; or (2) pause the installment plan in full for 12 to 24 months, with my course access and exam voucher countdown paused for the same period.
  
  Any agreement must be confirmed in writing, and I will report the outcome to the BBB. Until a concrete proposal is made and fulfilled, this complaint remains unresolved.
  
  REMOVED
  BBB Complaint ID: REMOVED
  
  

  

  Business Response

  Date: 10/26/2026

  Following our previous response, a member of our leadership team connected directly with the customer on 10/21/2026 to further review the concerns and available options.

  After reviewing the account and discussing the customers concerns, we approved a downgrade of the original enrollment, consistent with an option the customer had previously requested. The customer will also retain the exam opportunity that was previously provided.

  We understand the customer was looking for additional flexibility with the original enrollment, and we believe the updated arrangement provides a reasonable resolution while allowing the customer to continue with the portion of the program they wished to retain.

  We appreciate the opportunity to work directly with the customer and consider the matter resolved based on the accommodation provided.

  Customer Answer

  Date: 10/27/2026

  Thank you for your response. I cannot accept this matter as resolved yet, because your written response does not state the specific terms offered to me by phone on October 21, 2026 by a member of your leadership team, REMOVED.
  
  On that call, NASM offered the following:
  1. All remaining payments forgiven, including the $939.32 balance and the $117.42 past due amount, with no further charges and no collections.
  2. My full course access restored.
  3. My CPT exam voucher kept valid.
  
  Your written response mentions an approved "downgrade" of my enrollment. A downgrade is not what was offered to me on the call, and I did not request a downgrade. The response also contains no amounts and no dates.
  
  Please confirm the following in writing:
  1. My remaining balance of $939.32, including the $117.42 past due amount, is forgiven in full, my balance is $0, and there will be no further charges or collections on my account.
  2. Exactly what the "downgrade" means: which program or tier I will have access to, and for how long.
  3. My CPT exam voucher remains valid, and its exact expiration date.
  
  Once these terms are confirmed in writing and match the October 21 call, I will agree that the matter is resolved.
  
  REMOVED
  
  

• Initial Complaint

  Date:10/01/2026

  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.

  This company knows theyre coloring outside the lines of acceptable business practices. Ive written my review regarding my experience of financial theft. Even if you do cancel within 7 days, theyre going to give you the run around and claim its taken care of, claim theyve refunded you. Thats BULL. And they know it. They owe me REMOVED.

  

  Business Response

  Date: 10/05/2026

  NASM appreciates the opportunity to respond to this complaint.

  We understand the customer's concerns regarding their experience and their request for an additional refund.

  
  Our records indicate that the customer enrolled on August 24, 2026, and subsequently requested to return the program. A case was created on the requested day, August 31, 2026, and the return request was approved in accordance with the applicable Terms and Conditions. As outlined in the Terms and Conditions accepted at the time of enrollment, approved returns are subject to an administrative fee. In this case, the amount paid by the customer was fully encompassed by that fee; therefore, no refund was available or issued.

  
  As outlined in the Terms and Conditions accepted at the time of enrollment, approved returns are subject to a non-refundable administrative fee. Therefore, while the return request was approved and processed, the remaining amount requested by the customer represents the applicable administrative fee and is not eligible for refund.

  
  We appreciate the customer's feedback regarding their experience. However, NASM's records indicate that the return request was reviewed and processed in accordance with the Terms and Conditions applicable to the enrollment.

  
  We have completed our review of the matter and believe the resolution provided is consistent with the customer's agreement and our published policies. Accordingly, we consider this matter addressed.

  
  Thank you for the opportunity to respond.
  
  

  
  

• Initial Complaint

  Date:09/30/2026

  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.

  I am writing to formally request a full refund for my NASM program due to the ongoing issues I have experienced since enrolling.The first time I attempted to take my certification exam, the system marked me as a no-show because it would not recognize my computer. This happened even though I had already successfully completed the required system checks to make sure my computer was compatible with the at-home proctored exam.When I was finally able to speak with someone regarding the issue, I was told that I could not receive an exemption because the problem was considered my fault. During that same conversation, the representative explained that I could take the free retest and, if I did not pass, another attempt would only cost $30.After taking the retest and not passing, I called back to schedule another attempt and was then told the cost would actually be $199. Because that was completely different from what I had previously been told, I asked to speak with the representative who originally quoted me the $30 price. I was told that he would call me REMOVEDhas now been approximately one month, and I still have not received that call.I have also made multiple attempts to contact the representative who originally signed me up for the program. He told me that he would be available to assist me every step of the way, but my phone calls and text messages have gone REMOVEDthis point, my concern is no longer about one isolated issue. Since enrolling, I have experienced repeated problems, conflicting information, difficulty getting assistance, and a lack of follow-through from the people I was told would be available to support me.Because of this experience, I am requesting a full refund. I would appreciate having this matter reviewed and receiving a response regarding the steps necessary to process my refund.Thank you,REMOVED

  

  Business Response

  Date: 10/05/2026

  Thank you for bringing this matter to our attention.
  
  NASM has reviewed the customer's concerns regarding exam scheduling, exam attempt fees, and the support received during their enrollment. We understand the customer's frustration and appreciate the opportunity to address these concerns.
  
  Our records indicate that the customer experienced difficulties during the exam process and subsequently contacted NASM regarding available retest options. We also acknowledge the customer's concerns regarding inconsistent information and follow-up expectations. We appreciate this feedback and have shared the concerns with the appropriate team for review.
  
  After reviewing the account and the circumstances presented, NASM conducted an additional review of the available options. As a result of that review, the customer was offered the opportunity to purchase a retest for $30.00, valid for 30 days. The customer accepted this resolution.
  
  We are pleased that a mutually agreeable accommodation was reached. Given that the matter was reviewed and a resolution was provided and accepted, NASM believes the accommodation represents a reasonable resolution and considers the matter addressed.
  
  We appreciate the opportunity to respond and thank the customer for their feedback.

• Initial Complaint

  Date:09/25/2026

  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.

  On May 25, 2026, I enrolled in an internal installment payment plan directly with the National Academy of Sports Medicine (NASM) for a certification program. Due to a severe change in my personal financial circumstances, continuing these monthly payments will force me directly into a destructive cycle of high-interest consumer credit card debt. I have repeatedly contacted NASM to request a hardship cancellation of this internal contract. They have refused to assist me, offering only a rigid boilerplate response demanding backward-looking documentation (such as state unemployment letters) that does not apply to my situation. NASM is entirely ignoring the fact that I have almost zero progress in the student portal. I have barely opened, used, launched, or consumed a single piece of educational material. Despite my lack of use I haven't asked for a refund of the hundreds of dollars I already paid, in fact I specifically stated I do not expect one, I only need to cancel the remaining REMOVEDis predatory and unethical to legally trap a consumer into a thousand-dollar financing contract for an entirely unconsumed service when it will cause severe financial ruin. Because NASM controls this debt internally, they have the immediate authority to cancel it. Desired Resolution: I demand an immediate cancellation of my installment contract, a complete waiver of all remaining balances, and written confirmation that this account is closed with a zero balance so that it is not sent to third-party collections.

  

  Business Response

  Date: 09/27/2026

  Our records show that the customer enrolled on 05/25/2026 and is requesting cancellation of the remaining installment obligation outside of the applicable cancellation period. As outlined in the Terms and Conditions accepted at the time of enrollment, the account is not eligible for cancellation under our standard policy.
  
  We recognize that the customer is requesting consideration based on financial hardship. NASM does have a process in place to review certain extenuating circumstances outside of policy. To ensure these requests are evaluated fairly and consistently, supporting documentation is required as part of the review process.
  
  While providing documentation is entirely the customer's choice, we are unable to evaluate or approve a hardship-based exception without the information required for review. Our team has previously provided instructions regarding this process on 09/24/2026 and remains available to assist should the customer wish to pursue that option.
  
  We understand the customer may be disappointed with this outcome; however, at this time, the account remains subject to the terms accepted at enrollment.

  Customer Answer

  Date: 09/28/2026

  I understand that NASM has a standard cancellation policy and that you have a process for reviewing certain extenuating circumstances. However, the fact that my circumstances do not fall into one of the specific categories listed by NASM does not mean that I am financially able to continue making these payments.
  I am not claiming that I am unable to pay because of unemployment, a medical emergency, or one of the other circumstances listed in your appeal policy. My financial circumstances have changed to the point that continuing these payments will force me to rely on credit again and put me back into significant credit card debt. I am trying to address the situation before that happens, rather than waiting until I am already in a more serious financial position.
  NASM is asking me to provide documentation to demonstrate this, but the only way I could realistically substantiate my current financial situation would be to provide a detailed picture of my personal budget, income, expenses, and existing financial obligations. I do not believe that being unable to provide a specific document from NASM's limited list means that the financial hardship itself does not exist.
  I also want to reiterate that I have barely used the course and have made essentially no progress since enrolling on May 25, 2026. I am not requesting a refund for a course I completed or substantially used. I am asking NASM to reconsider the remaining installment obligation given my current financial circumstances and the fact that I have made virtually no use of the program.
  I am requesting that NASM reconsider my situation outside of the limited categories listed in its standard hardship process and work with me toward cancellation of the remaining installment obligation. I do not consider the matter resolved by simply directing me back to the same appeal process that does not accommodate my circumstances.

  

  Business Response

  Date: 10/05/2026

  Thank you for bringing this matter to our attention.
  
  NASM has reviewed the customer's concerns regarding their enrollment, financial circumstances, and request to cancel the remaining balance associated with their installment agreement. We understand that changes in personal financial situations can create challenges and appreciate the customer sharing those concerns with us.
  
  As part of our review process, NASM advised the customer of the available Out-of-Policy Review process for circumstances that fall outside the standard cancellation terms. While supporting documentation is optional for general inquiries, it is required for an Out-of-Policy Review, and the appeal cannot be evaluated without it.
  
  Our records indicate that information regarding the appeal process and documentation requirements was provided to the customer. To date, REMOVEDhas not received the required appeal submission and supporting documentation needed to complete an evaluation of the request. As a result, we are unable to determine eligibility for an exception or proceed with further review at this time.
  
  As outlined in the Terms and Conditions accepted at the time of enrollment, the installment agreement remains in effect unless a qualifying cancellation or approved exception is granted.
  
  NASM remains willing to review the matter through the established appeal process. Upon receipt of the required documentation, the request can be evaluated in accordance with our policies and procedures. Until that information is received, no further determination can be made regarding the customer's request.

  Customer Answer

  Date: 10/06/2026

  As I've mentioned to NASM, I have not submitted an appeal because my situation does not produce the documentation they have described. NASM has repeatedly referred me back to the same process without addressing how its documentation requirements apply to the specific financial hardship I have described.

  I have explained that my current financial circumstances make continuing these payments unaffordable. If I am required to continue making these payments, I will have to rely on credit cards to cover my expenses, putting me back into debt. My situation does not involve unemployment, a medical condition, or another event for which I have one of the specific documents listed in NASM's appeal guidelines.

  Given the circumstances, what would NASM consider sufficient to demonstrate this type of financial hardship? I do not believe it is reasonable to submit my entire personal budget, financial records, and other sensitive information without knowing what documentation would actually be relevant and sufficient for the review.

  If there is documentation that would allow NASM to evaluate my circumstances without requiring disclosure of my complete personal financial situation, please specify exactly what that documentation would be, and I would be happy to complete the appeal process.

• Initial Complaint

  Date:09/23/2026

  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 an online training course on May 19th 2026. Following this purchase, I called again, on May 19th of 2026, to let them know themat I could not log in to access the course material.They told me to wait 24hrs and try again.I called again on May 21st to let them know that I still could not access the course material. They told me to wait 24hrs and try again.I called again on June 4th, because I still could not access the course material. They again told me to wait 24hrs and try again. I pointed out that this was the same thing they said the previous two times, but they offered no other solution.I called again on June 12th, at this point asking for a refund, because I still could not access my account using the i formation they gave me.They told me that there is a 7 day refund period. I mentioned how they kept telling me I needed to wait to be able to access my account, but they said my lack of access and their insistance that I just needed to keep waiting 24hrs did not negate their 7 day limitation on refunds.This same day, June 12th, I called REMOVEDFargo to file a dispute, still with no access to a Nasm account or the coursework that I paid for.I then submited a review to REMOVED. Nasm contacted me to ask for screenshots of the problem, but still did not resolve the issue.This is a time sensitive course that I was not given access to. Nasm, through their own system, claimed that the issue was resolved on June 12th, through the Return/Refund inquiry that they created in their system, but I still was not granted account access.

  

  Business Response

  Date: 09/27/2026

  Our records show that the customer contacted REMOVEDregarding access issues following enrollment and subsequently raised concerns about their ability to access the program materials. We recognize that a timely resolution is important, particularly when customers are eager to begin their studies.

  We also understand the customer's concern that the access issue impacted their ability to evaluate and utilize the program during the early stages of enrollment. Because the complaint involves account-access concerns, prior communications, and technical troubleshooting efforts, we are conducting an additional review of the account and interactions related to this matter.

  A member of our leadership team will be reaching out directly to discuss the concerns raised and review the account in greater detail. We appreciate the customer's patience while this review is completed.

  Customer Answer

  Date: 09/28/2026

  Not only has no one has reached out, but we are far beyond reaponse in a timely manner. I payed for this course in May of 2026 and it is not September 28th. No one reached put and no resolution has been offered.

  

  Business Response

  Date: 10/05/2026

  NASM understands the customer's frustration regarding both the access issues they reported and the length of time taken to fully review the matter. We appreciate the customer bringing these concerns to our attention.
  
  Following an additional review of the account, including the reported technical access issues and the customer's prior interactions with our support teams, NASM determined that an exception was warranted based on the circumstances presented. As a result, a refund in the amount of $265.32 has been submitted and is currently being processed.
  
  We appreciate the customer's feedback regarding their experience and have shared those concerns with the appropriate team for review. NASM strives to provide timely support and a positive student experience, and customer feedback is an important part of that process.
  
  Given the review that has been completed and the resolution provided, NASM believes this matter has been addressed and considers the complaint resolved. Any remaining account-specific questions will be handled directly with the customer.
  

  Customer Answer

  Date: 10/06/2026

  I need confirmation from NASM that there will be no further charges to my account.

• Initial Complaint

  Date:09/23/2026

  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 purchased personal-training education from NASM along with a course, investing more than $2000 USD in total. On Sept 23, 2026 I discovered that my NON PROCTORED online exam had expired July 1, 2025. I was told that I must now pay an additional $199 USD to regain access to the exam that was included in my original purchase. I contacted customer service to explain I had not understood the exam was to be completed in 180 days or that missing the deadline would result in additional fees. The representatives relied on terms of contract and refused to provide an exception extension. More concerning, refused to transfer me to a supervisor or manager. The significant limitation and its financial consequences were not sufficiently clear to me when I purchased the programs. Now I am preventing from completing the non-proctored online exam unless I pay hundreds of dollars. I am asking for access for 90 days which would allow me to complete the credentialing process for which I have already paid without imposing additional charges.

  

  Business Response

  Date: 09/27/2026

  We understand the customer's frustration regarding the expiration of their non-proctored exam enrollment and appreciate the opportunity to clarify.
  
  The customer purchased their program with both course content and exam components. As outlined in the Terms and Conditions accepted at enrollment, course access and exam eligibility are separate and may have different expiration timelines. In this case, the exam enrollment period expired before the customer attempted to schedule the exam.
  
  While we understand the customer was disappointed to learn that the exam was no longer active, the expiration timeline was established as part of the original enrollment terms. Eligibility for extensions or reactivations is governed by those same terms.
  
  We also acknowledge the customer's concerns regarding their interactions with our support team and appreciate that feedback. Those concerns have been shared with the appropriate team for review.
  After conducting an additional review of the account and circumstances presented, we have worked directly with the customer regarding the matter. Any account-specific accommodations or updates will be communicated directly to the customer.

• Initial Complaint

  Date:09/17/2026

  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 purchased the NASM elite bundle which costs $1,493.77 of the original loan amount. I paid in advance $124.48 cents on September 6th, 2026. Nasm is saying that because I paid too close to my payment due date which was September 10, 2026 they will charge me twice because the payment actually went towards my principal balance instead of my ACTUAL payment due date. I called them numerous times to adjust the payment and to settle where I wont have to pay twice and to let me just pay for my next monthly bill. I spoke to two individuals which they never gave me their names (very fishy) and was told that I would not have to worry about paying a second time and it will be applied in the system to only pay for next monthly bill 10/10/26 which they lied to me on the phone about. So I tried calling them to settle the payment dispute and while I was speaking to one of the representatives they purposely hung up on me I would not be giving nasm any extra or more payments at all especially when they suspended my account and I already PAID my amount due . Also I am constantly being harrassed and receiving daily emails which occurred on September 14, 2026 - September 17, 2026 from a individual email named REMOVEDtrying to collect a false debt from my account which has been unsuccessful. They have yet to try and contact me regarding this situation. I want a fair refund of $124.48 cents I have all my documentation, recordings and emails available.

  

  Business Response

  Date: 09/27/2026

  Our records show that a payment was made shortly before a scheduled installment due date. The customer then contacted REMOVEDwith questions about how that payment was applied and concerns about the remaining balance on the account. Based on the information provided, there appears to be a disagreement regarding the payment application and account status.
  
  We also acknowledge the customer's concerns about their interactions with our team and the communications received regarding the account. We appreciate that feedback and have shared it with the appropriate team for review.
  To make sure everything is reviewed thoroughly, we are conducting an additional review of the account and payment history. A member of our leadership team will be reaching out directly to discuss the matter and answer any questions.
  We appreciate the opportunity to review the concerns raised and look forward to working with the customer toward a resolution.

  Customer Answer

  Date: 10/01/2026

  Goodafternoon

   

  To Whom This Message may concern,

  I was contacted y nasm customer service which this person did not give me a full name or tag # and I could barely understand anything he was telling me regarding the change to my account. . I have made a decision not to move forward with this business. I would definitely like to cancel my account and receive a full refund of $REMOVEDby check. They have allowed my account to be suspended for a whole month AFTER I had already paid and I was not able to access my account to continue my studies which was very important to me. Being that i was harrassed and contacted so many times from the billing specialist  to make a uncessary payment of a second time is very unacceptable  now they have  updated my account to pay on 10/10/26 which is approximately 10 days before a after a entire month has passed that I was not able to access my account for the month of September. I would like a full refund of REMOVEDby check and I do not wish to continue my studies and will not be able to make any further payments thank you.

  

  Business Response

  Date: 10/20/2026

  Following our previous response, we completed a further review of the customers account. The payment in question was correctly applied to the September installment, the account was returned to active status, and no additional September payment is due. The account is currently in good standing based on that correction.
  
  Our management team also attempted to contact the customer on 09/30/2026 and 10/01/2026 to discuss the account and provide clarification. We were unable to connect directly, but messages were left regarding the updated account status.
  We understand the customer remains dissatisfied with the overall experience and regret the inconvenience caused while the payment issue was being reviewed. The customers current request to cancel the enrollment and receive a refund is separate from the original payment concern, which has been resolved. We will communicate any account-specific updates regarding that request directly with the customer.

  Customer Answer

  Date: 10/20/2026

  I DO NOT accept NASM response they are extremely  unprofessional and I already requested my refund from the date I sent out my complaint.  I will not be making ANY payments at all and would like my refund of REMOVEDin check form mailed to the appropriate address. again no payments will be made for this NASM certification at ALL

  

  Business Response

  Date: 10/26/2026

  We understand the customer remains dissatisfied with their experience. Following our previous response, we completed an additional review of the account, including the payment concerns originally raised and the customers request to discontinue the program.

  Additional action has now been taken regarding the account, and the updated account status and resolution will be communicated directly with the customer. We regret the inconvenience and frustration experienced during this process and appreciate the opportunity to review the matter further.

  At this time, this case is resolved.

  Customer Answer

  Date: 10/27/2026

  
  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. Please return my refund to my original debit card and  how long will it take to receive my refund?
  
  Regards,
  
  REMOVED
  
   
  

• 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.