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:05/18/2026

  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 have been a NASM One member for the past 2 years, with my membership scheduled to renew on May 14, 2026. On May 13, 2026, I completed my CPR recertification thru NASM. The website stated that credentials would be available immediately upon passing, but they were not, & I later had to call to confirm whether my CPR certification had processed REMOVEDof the primary reasons I enrolled in NASM One was to simplify recertification by earning CEUs directly thru NASM instead of dealing w/ outside REMOVEDHowever, when I attempted to recertify my CPT certification, I was notified that my certification required an audit.More concerning, at 9:34 PM on May 13, 2026 one full day before my scheduled renewal date my REMOVEDcard was charged $35 by NASM. I have screenshots documenting the REMOVEDImmediately after receiving the notification a day BEFORE my renewal, I emailed NASM Cares stating that I did NOT wish to renew my membership & that my card had been charged early and without authorization. On May 15, 2026, I contacted NASM customer service & spoke with a representative named REMOVED. During the call, I was placed on hold multiple times while he consulted with the back-end team. Although he confirmed my REMOVEDcertification had processed, he repeatedly insisted the membership charge occurred on May 14 rather than May 13 despite my REMOVEDHe also said I had failed to disable auto-renewal, which I deny, as I specifically attempted to prevent the renewal before the charge occurred.I requested to speak w/ a supervisor or the back-end team regarding the unauthorized charge & was refused. I am formally requesting the following:A full refund of the $35 charge applied to my REMOVEDcard.Cancellation of the NASM One membership renewal effective 5/13/2026.Confirmation and processing of my CPT recertification.

  

  Business Response

  Date: 05/20/2026

  NASM has reviewed the case and was able to determine a potential system error and have proceeded with the closure of the subscription and a refund of the last payment. It can take up to 15 business days for the case to be resolved. In regards to the Recertification Audit, audits can take up to 30 days to be resolved.

• Initial Complaint

  Date:05/13/2026

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this formal complaint against the National Academy of Sports Medicine (NASM) for negligent billing practices and the wrongful assignment of an invalid debt to a third-party collection agency. I contacted NASMs REMOVEDby phone to officially cancel my enrollment. NASMs established company policy explicitly permits course and payment plan cancellations over the phone. I completed this process directly with a NASM representative. Despite strictly following their cancellation protocol, NASM experienced an internal operational FAILURE. Their staff failed to properly log the cancellation and halt the automated billing on my account. As a direct result of their negligence, NASM continued to wrongfully generate invoices for a course that had been formally REMOVEDcompound this error, NASM has now assigned this completely invalid balance to a collection agency REMOVEDsubjecting me to unwarranted financial harassment.- I require NASM to take the following immediate actions:- Formally and permanently recall the debt from the collection agency.- Adjust my NASM account balance to $0.00 to reflect the valid cancellation.- Provide me with formal written confirmation via email that this account has been closed, the debt has been recalled, and no outstanding balance is REMOVEDis important to note that I was enrolled in an internal installment payment plan. Utilizing such a payment structure to trap a consumer into a long-term debt obligation for a course that was legally canceled is a highly predatory business practice. NASM is attempting to enforce a financial contract that was nullified by my timely cancellation. Attempting to collect the full balance of a canceled installment plan and reporting it to a third-party agency constitutes an unfair and deceptive trade practice designed to coerce payment for services never rendered.

  

  Business Response

  Date: 05/20/2026

  Our records indicate the member enrolled in a program on March 16, 2025, under terms that clearly outline billing, cancellation, and refund policies, including a seven-day return period.
  

  While we understand the concerns expressed, we were unable to locate any record of a completed cancellation request in accordance with our established procedures. As the account remained active beyond the initial seven-day return period, it continued under the agreed-upon payment plan.

  Accounts that become delinquent may be referred to a third party for further handling in accordance with standard practices and the terms accepted at enrollment. We have reviewed this matter internally, and based on that review, the account status and associated balance were determined to be accurate. If the customer has an extenuating circumstance, they will need to contact REMOVEDdirectly with the email associated with the account and our Agents will attempt to find an amicable solution. 

• Initial Complaint

  Date:05/13/2026

  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.

  On May 3, 2025, I purchased the National Academy of Sports Medicine (NASM) Certified Personal Trainer (CPT) on-line course for $1309. This included an exam fee of $199 toward testing for CPT certification.On April 17, 2006, I attempted to take the National Academy of Sports Medicine (NASM) Certified Personal Trainer (CPT) test. I opted to take the on-line proctored National REMOVED(REMOVED) sanctioned exam given by REMOVED. My connection to the on-line test and monitoring was disrupted more than four times. Though I was half-way through the exam, the frequent failures prohibited the continuation of the test. Subsequently, the REMOVEDsystem recorded this attempt as a failure, though it was from REMOVEDsystem failure. REMOVEDinvestigated the incident and concluded that multiple system failures had occurred. NASM is requesting $199 to retake the test.I am requesting credit to take an in-person exam session (forgoing the on-line experience) for a NASM REMOVEDCPT certification. I should not be asked to pay for a retest (or use test credit) for series of breakdowns that were the fault of REMOVED. In my case, the REMOVEDon-line proctored exam was not reliable or trustworthy. Up to this point, I found the NASM CPT course comprehensive, informative, professional and worth the course fee. The on-line proctored testing experience was not professional nor was it worth its portion of the course fee.

  

  Business Response

  Date: 05/20/2026

  NASM has reviewed the report from REMOVEDand will connect with the customer for an amicable resolution, as a retest will be granted. We look forward to their continued success. 

• Initial Complaint

  Date:05/12/2026

  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.

  On March 11, 2026, I purchased the NASM CPT Essentials Bundle during a Flash Sale for a total contract price of $999.00. I am currently on a 12-month payment plan of $79.00/month (Order #WEB-300075915).My complaint is twofold:Fulfillment Failure: Despite paying the $999 bundle price, my student portal only reflects the Self-Study course. I am missing the Certified Nutrition Coach (CNC), CPR/AED Certification, and Practical Skills Workshop which were explicitly included in the Essentials Bundle at this price point.Billing Discrepancy: NASM Program Advisor REMOVEDclaims the $999 price was for Self-Study only. However, the standalone Self-Study course was on sale for roughly $600 on my date of purchase. Furthermore, the current advertised price for the full Essentials Bundle is $71/month, yet I am being charged $79/month for a lower-tier product.On May 12, a NASM chat agent admitted my account is internally tagged as a Self-study bundle, yet the business refuses to provision the missing components of that bundle. This constitutes a Product Not as Described error and a failure to deliver purchased goods.Furthermore, Program Advisor REMOVEDclaimed that a resolution would require a full refund and a significantly higher down payment. I followed the online checkout prompts exactly as they were presented for the Essentials Bundle during the Flash Sale. NASM accepted my down payment and established a $79/month contract. The business's refusal to manually provision the missing digital coursesand instead demanding more money to fix their own SKU erroris an unconscionable business practice.

  

  Business Response

  Date: 05/20/2026

  We take concerns regarding enrollment accuracy, billing, and program access seriously. At this time, we are conducting a detailed review of the customers account, including the original purchase details, promotional terms, and product configuration associated with this order.

  Because this review requires coordination across internal teams, a member of REMOVEDleadership team will be reaching out directly to the customer by phone and/or email to further discuss the matter and work toward resolution.
  We appreciate the customers patience while we complete this review and remain committed to ensuring this matter is handled thoroughly and appropriately.

• Initial Complaint

  Date:04/22/2026

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 28, 2025, at approximately 9:30 PM, my NASM One subscription was automatically renewed for another year without any prior notice. This notification was sent after business hours, when I had no ability to contact a representative or take action.On November 29, 2025, at approximately 6:00 AM, I emailed NASM to cancel my subscription. This email was sent before business hours and represents the first opportunity I had to respond after receiving the renewal notice. Despite this, I was informed that I was too late and that I was locked into another full year of billing.Since that time, I have spoken with multiple customer service representatives and managers. I have found these interactions to be unhelpful, dismissive, and lacking any effort to resolve the issue. I have also sent multiple follow-up emails, which have gone unanswered.I have been billed $37.19 per month, totaling $446.28 annually. To date, I have been charged for five months. I disputed these charges with my credit card company, and they have sided in my favor, determining that there was not sufficient notice provided for the auto-renewal of this subscription. I have received refunds for five months of billing as a result.Despite this, NASM continues to attempt to bill me and has refused to cancel my subscription, stating that there is nothing they can do. They have also stopped responding to my emails.Resolution Requested:I am requesting written confirmation that my NASM One subscription has been fully canceled and that no further billing will occur.

  

  Business Response

  Date: 05/04/2026

  NASM Management has reviewed the case and determined there was a potential system error regarding the customer's subscription. The subscription has now been terminated and a refund of all unwanted charges has been set up. NASM Leadership will continue to try and connect with the customer to determine if anything else is needed.

  Customer Answer

  Date: 05/05/2026

  
  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.

   

  I do feel it's very important to not let this issue pass as a "system error".   I have been treated so poorly by this company verbally and also by several emails being ignored.    This is a bigger problem on how they treat their members and try to scam money out of them.  

  I appreciate all your help resolving this but "system error" makes it seem like there did nothing wrong here.

   

  I will wait for a refund and when that happens I will consider this case closed
  
  Regards,
  
  REMOVED
  
   
  

• Initial Complaint

  Date:03/16/2026

  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.

  Enrollment date December REMOVEDWant to stop my school payments because I am not able to complete or even did start my course because I have a mental health conditions which I been diagnosed since the 2008 age of 8.I felt that I have not been able to move forward with the school and since I Enrolled I only complete 2%.I have requested from the REMOVEDfrom NASM to stop my school and payments because I can't do my courses that I Enroll.I request since January 2026 by email with all medical reports to NASM REMOVEDand today is March 16 2026 I was told they are still looking at it but if my disability occurs after my Enrollment I will not receive back any funds and will need to keep paying if I still not able to do the school because of my mental health conditions. On March 10 2026 I call to discuss and was told that I school call back on Friday and I will have a answer forsure never had a answer REMOVEDthere anything tgat yiu can do to help REMOVEDlive in REMOVEDand I pay each month by credit card to NASM.I was told just stop paying them but if I do they will but me on collections and I have great credit history and I do not want bad credit. I am disable and I been trying before to do school but was nit successful last time I try to take in school for REMOVEDbut I had to stop and the school gave me a refund back, I was not treated tgat if I had a mental health conditions before my Enrollment I still need to pay.Please let me know what I can do?please note my father is my caregiver and wrote this on my behalf. Thank you REMOVED

  

  Business Response

  Date: 03/19/2026

  A member of our management team has attempted to contact both the customer and the customers caregiver regarding this matter, but we have been unable to reach either party. We encourage the customer or caregiver to contact our REMOVEDteam so we may schedule a dedicated call to fully review the situation and discuss available options.

  Regarding the enrollment, the customer purchased their REMOVEDprograms on December 5, 2024. The customer accessed and used the course materials up until September 29, 2025; this included the full access timeline for the Certified Personal Trainer exam and a significant portion of the Certified Nutrition Coach exam.

  In early 2026, the customer submitted an appeal requesting cancellation and a refund due to extenuating circumstances. Our Appeals Team conducted a complete review of all documentation provided. For extenuating circumstance appeals, NASM requires evidence that a new or worsening circumstance occurring after the date of purchase directly impacted the customers ability to continue their studies.

  The documentation submitted in the appeal was dated prior to the customers purchase, and therefore did not meet the criteria for cancellation or refund under the extenuating circumstances policy.

  We understand that each situation is unique, and we want to be as supportive as possible. We are happy to continue working with the customer and their caregiver to explore any additional options that may be available. We kindly request that they contact us so we can discuss next steps together.

• Initial Complaint

  Date:03/11/2026

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  NASM is bunch of crooks. They have representatives over the phone selling their subscriptions. I signed up for subscription its a 12 month subscription. Completed 12 months tried to cancel it and they said that they send emails out 30 days before my subscription is about to end. Instead I never recieved one. Because of that I was late by 8 days I requested to cancel the charges and a refund for the amount they charged me. They said that they dont offer refunds. I find this unfair that I am stuck with another 11 months of payment when I rarely use it. Never got any emails about canceling.

  

  Business Response

  Date: 03/17/2026

  We contacted the customer directly and reviewed the concerns outlined in the complaint. After discussing the matter with them, we provided assistance and reached a resolution that the customer confirmed as satisfactory. We appreciate the opportunity to address the issue and remain available for any further support.

• Initial Complaint

  Date:03/06/2026

  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 have been a NASM customer since 2020 and have completed several programs and certifications with them over the years. I have also paid for the Recertify for Life program and the NASM Connect program, so I have invested a significant amount of time and money into continuing my education through NASM.On March 3rd my NASM Connect subscription automatically renewed and I was charged $318. When I looked into the charge, I realized that the payment was processed one day before the official renewal date, March 4th. I contacted NASM customer service twice regarding this issue. Unfortunately, the experience was very disappointing. Instead of trying to understand my situation or help resolve the issue, one of the representatives was dismissive and condescending and focused on reprimanding me on why I should have cancelled earlier, and telling me what she would of done to prevent this conversation in the first place, rather than addressing my concern or helping resolve the issue. They refuse to process the refund. I understand that companies have policies regarding subscription renewals. However, charging a customer before the stated renewal date and then refusing to provide any flexibility or resolution is unreasonable, especially for a long-time customer who has consistently invested in multiple NASM programs and certifications over several years.This charge is significant for me. I am currently a full-time doctoral student and do not have employment income, so I rely on careful budgeting to cover my living and educational expenses. An unexpected charge of over $300 creates a real financial burden.I am simply requesting that NASM review this situation and issue a refund for the NASM Connect renewal that was processed prior to the official renewal date.After years of loyalty to NASM and significant financial investment in their programs, I hope they will consider resolving this matter fairly.

  

  Business Response

  Date: 03/10/2026

  A member of NASM management connected with the customer (3/10/26) to determine a resolution for the confusion regarding the subscription autorenewal. All parties involved are happy with the outcome determined over the phone. As a one time courtesy we have elected to terminate the members subscription for customer satisfaction. The customer has been informed of internal processing time for their case and the matter is considered resolved. 

  Customer Answer

  Date: 03/11/2026

  
  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:02/24/2026

  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.

  Business manager paid for courses and let NASM know the name of the person who will be taking the course. REMOVEDput the course in the business managers name. WE have had multiple phone and email messages. On phone they say they will change. On email, they rarely respond. When they do they asked for personal information that was provided 4 separate times now. They have been ignoring all emails since the 4th time.

  

  Business Response

  Date: 02/26/2026

  The only record NASM has with the customer's information provided is tied to orders made in 2016 and 2019 respectively. The customer will need to send a detailed email with identifying information such as name, email on account, and order number to REMOVED. 

  Customer Answer

  Date: 02/27/2026

  Once again NASM is playing their same game. As pointed out in my original complaint, I have sent them the requested information a minimum of 4 times. They don't respond. They have copies of our drivers licenses and all information requested. I have sent the copy of drivers licenses a minimum of 4 times. They have never responded a single time when I follow up with the information they request. Half the time they don't respond to the original emails. I have emailed both REMOVEDand REMOVEDin each instance. Most of the time I don't get a responses. 

  The 4 or so times I have received a response it always says please send ...  Copies of drivers license and phone number. I follow up with the Drivers license and phone numbers (even though the numbers are always included in the original emails) and not one time have they ever responded back.  This is rinsed and repeated over and over for 2 months now. 

  

  Business Response

  Date: 03/06/2026

  A representative of the REMOVEDteam will attempt to call the customer on the number that was provided to BBB as REMOVEDcannot locate the account tied to the original complaint. 

  Customer Answer

  Date: 03/09/2026

  This is the same ploy they have been using for the last 3 months. I have emailed them 2 more times since my message on here last week.   First email I included the Name, Phone number, and a photo ID of the name tied to the account.  They respond back that they don't have enough information to locate the account and to please provide the name associated with it. They clearly have a canned response each time rather than actually reading the email.  I responded again with all of the pertinent information and never heard back. This is at least 6 times now that I have sent them every detail they need. They have never responded to the follow up email. 

  Every response from them is canned and leads to a dead end.  At this point, it is obvious they don't care to resolve my simple request. They don't care about the BBB complaints. They don't care about doing the right thing. It's just a game to them. 

• Initial Complaint

  Date:02/23/2026

  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 purchased a $ REMOVEDCPT7 package from NASM. After discovering hundreds of mistakes in the content while studying for the exam, they have repeatedly refused to have a supervisor return my call. I have repeatedly taken hundreds of screen shots and sent them in by email and spent hours on the phone with customer service. REMOVEDtold me supervisors don't make "outbound calls."

  

  Business Response

  Date: 02/26/2026

  REMOVEDServices works hand in hand with the REMOVEDthat assists in content related support, versus general customer and technical support from the REMOVEDServices side. The case has been forwarded to Student Success for review and a representative of that department will connect with the customer. 

  Customer Answer

  Date: 02/26/2026

  If and when they actually do call me and work to resolve the issue I will retract my complaint. It has been 6 months they have not taken a single step to resolve the issue. Completely disappointed with NASM. NASM generates profits more than 400 million annually and refuses to guarantee their product. Can't take the time or effort to return calls with concerns about errors in crucial matters. 

  

  Business Response

  Date: 03/03/2026

  The customer was able to connect with Management from the REMOVEDvia phone on 03/02/2026 and this matter is resolved.

  Customer Answer

  Date: 03/04/2026

  
  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,
  
  Violet Seven