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:07/18/2025

  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.

  NASM has gone rogue. They are not understanding about education only about money. I was not given my lawful right to pause my course while injured from work and on disability leave. I sent them a doctor's letter of complete disability and asked them to pause my course 5 months ago. They keep sending me to call center in *****. Further, I've called about 10x and their customer service is horrible. They don't listen. I'm willing to do a partial payment if they extend my course for the amount of time advertised and needed to study and pass. They stole my money and won't work with me. They locked me out the course even though I've made payments. I'm willing to pay the entire past amount due if they unlock my course and extend my test and exam time. Today is supposed to be my last day. ***** didn't help, none of the **** helped.

  

  Business Response

  Date: 07/24/2025

  After reviewing the customer's account, it appears there was some confusion between email communication between different departments. The customer was able to connect with a representative of the **************** leadership team on 07/23/2025 via phone and was a provided an amicable solution to their account issues. 

• Initial Complaint

  Date:07/14/2025

  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.

  This company seems to have a large issue with payment processing. Everytime I missed a payment and went back to pay said payment I would get charged double and be forced to speak with customer service tp ge the money refunded. Knowing this issue I decided to completey pay off my afaa certificate. Of course I would be charged double for this what should have been 180 dollars became 400. It took 5 days for me to see my 200 dollars come back which caused me not to eat for a couple days. Now after dealing with that I check my account and see that ********************** took more money from me again but I should not have any outstanding balance as everything was paid off. It seems they have complete restarted my group exercise certificate payments causing me to know owe and additional 200 dollars. This company has consistently tried to take more than what I paid for and I will never be recommending anyone to get a nasm or afaa certificate as this greedy company refuses to fix there systemic payment issues. Better go get certified with ace maybe the will only charge you for what you owe.

  

  Business Response

  Date: 07/16/2025

  NASM has been actively working with the customer and a refund for the discrepancy in his account has been submitted as of 07/14/2025. The refund case will be processed within 15 business days.  

• Initial Complaint

  Date:07/13/2025

  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 NASM Certified Nutrition Coach course and paid in full, but never accessed or attempted the exam. Before I had a chance to use what I paid for, the exam expired, and I was told I must pay an additional $199 or join a membership program to access the exam. This is unreasonable, as I never received what I originally paid for access to the exam.Desired Resolution:I want either: Free reinstatement of the exam access I never used, or A refund for the portion of the course I was denied access to.

  

  Business Response

  Date: 07/16/2025

  The customer purchased the ********************** Certified Nutrition Coach (CNC) program, which includes a one-year exam window, as outlined in our Terms and Conditions, section 7. This information is also presented during course login, where users must acknowledge the terms before proceeding with the content. While the exam window expired, as a courtesy, weve added a complimentary extension that is available right away for the customer to access, as well as three attempts

• Initial Complaint

  Date:06/25/2025

  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 recently took the NASM Group Fitness Certification and received a reported score of 69. However, when reviewing the score breakdown by category and calculating the weighted average based on the official handbook, my actual score comes out to 75. I confirmed this with a NASM representative over the phone, who agreed with my math. But when they contacted PSI (the testing center), *** claimed the score was a 69without any explanation.Additionally, discussions with others who took the same exam revealed similar situations: several received a score of 69, just missing the passing threshold, but did not double-check their category scores or question the results. It raises concern about a possible pattern or grading inconsistency that should be ************ now forced to wait 30 days to retake the test, losing income and paying again for what appears to be a grading error. Ive asked for clarification but have received none. I want to trust standardized testing, but this process has felt inconsistent and dismissive. Im simply asking for accountability and for my certification to be rightfully awarded based on the actual grading criteria.

  

  Business Response

  Date: 07/01/2025

  We understand the frustration and appreciate the opportunity to clarify. The **** exam uses a scaled scoring system to ensure fairness across different versions of the test. Each question is weighted based on its difficulty and importance, meaning not all questions contribute equally to the final score. Additionally, each exam section is also weighted, so the category breakdown reflects performance by topic but not the final score. While it may appear that a weighted average of domain scores equals a passing grade, the final scaled scorecalculated using industry-standard methodswas 69. A scaled score of 70 is required to pass. We recognize how close this was and encourage the candidate to retest after the required 30-day waiting period. Were here to support their success and can provide resources to help them prepare. At this time, *************** will connect with the customer for an amicable solution. 
  

• Initial Complaint

  Date:06/23/2025

  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 the Certified Personal Trainer program through NASM and was scheduled to take the proctored exam through their third-party provider, PSI.During the exam, I experienced a system failure that caused me to be locked out. I immediately followed protocol by contacting PSI support, received a reference number, and logged the time and length of the call. Despite taking the proper steps, I was denied access to continue or complete the exam.When I reached out to NASM to report the issue and request a fair resolution, they claimed there was no record of my call to PSI (despite my having proof and documentation) and only offered a partial discount off a $199 retake fee. They refused to take further accountability or provide adequate support.This incident was entirely out of my control, and I took every step as instructed. The lack of responsibility, compassion, and resolution from NASM has left me disillusioned. I no longer trust or wish to be affiliated with NASM or its certification ********** make matters worse, I am still being held responsible for six more months of payments toward a program I no longer intend to complete due to the mishandling of this situation and the emotional toll it has caused.I am requesting:A full refund of all payments made to date,A cancellation of all remaining installment payments,And termination of my certification enrollment without any financial or contractual obligations moving forward.

  

  Business Response

  Date: 06/27/2025

  NASM uses a third party proctoring service and in the event of technical errors, will have to rely on the information provided by that third party and/or the customer interaction. After a review of the customer's dispute, ********************** was able to verify that a ticket was raised after initial reports advised there was not. At this time, *************** will reach out to the customer for an amicable resolution and set them up for success.

  Customer Answer

  Date: 06/28/2025

  Im still evaluating whether I wish to continue with this certification due to the emotional and financial strain caused by how this was initially mishandled. No concrete resolution (such as a refund, cancellation of payments, fee waiver or extended access) has been offered yet. I do not consider the matter resolved.
  
  

  

  Business Response

  Date: 07/01/2025

  *************** reached out to the customer via email on 06/30/2025 advising of the dispute with *** and offered a more amicable exam resolution. As of this writing, the customer has not responded to ***************. 

• Initial Complaint

  Date:06/19/2025

  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.

  Back in March 2024, I spoke with a NASM sales person because I was interested in their Wellness Coaching package. He convinced me to go for a very expensive bundle including the **** CNC, CES, and PES which I began paying for monthly and am still paying for monthly. I entered college to become a licensed massage therapist around the same time so I could not finish the courses in one year but have been working to complete them since graduating in February 2025. I just recently paid the extra fee of $99 to have my PES exams restored to my account and they were supposed to be available for a year... Now as of today, NASM has removed my entire PES course. The only notification was from a voicemail left on my old phone that barely works and I have since reached out to NASM via phone and email requesting that they discuss this matter with me but have received no response from them and they never answer the phone. I used to think NASM was top of the line in the fitness industry but now I see I am sadly mistaken. They are coming across more and more like a scam company that is not in the business to create quality fitness experts and professionals but is simply scamming people out of their money and not providing what they originally promised. I intend to take this further, even as far as seeking legal advice on how to proceed.

  

  Business Response

  Date: 06/20/2025

  All NASM exams will have an expiration date ranging from 180 days to five years depending on the specific exam, and when logging into the Customer Portal on ******************************, customers can identify the specific expiration date per course and exam. In addition to expiration dates, our courses are always being updated to reflect current research and data in the exercise science field and occasionally a new edition will be released. In this situation, the customer had a previous edition of the course that has just been retired due the newest edition now being out for over one year. 
  
  However, a representative of the *************** leadership team will connect with the customer for an amicable resolution.  

  Customer Answer

  Date: 06/25/2025

  In this situation,  I just repurchased the *** exam! Why was I not told then that the course would be retire

  

  Business Response

  Date: 07/01/2025

  *************** was able to connect with the customer via phone on 06/26/2025 and a resolution was achieved. 

• Initial Complaint

  Date:06/11/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against the National Academy of Sports Medicine (NASM) regarding their mishandling of my appeal request and failure to honor their own stated policies.On December 8, 2024, I enrolled in a program with NASM. After experiencing a significant medical issue and subsequently losing my job, I submitted a cancellation request in January of 2025 ( I don't have the exact date) via phone. I was told to speak with **************** I was on hold for almost 1/2 hour. I kept trying for over TWO MONTHS, with no help. FINALLY a customer service representative from ***** said to sumbit an appeal email to the Appeals Team and I did so on March 3, 2025 along with my letter of Unemployment dermination. On March 5th I received an email from the Appeals team that I am out of the return policy date and I will need to submit my unemployment documentation and I did so AGAIN. According to NASMs policy, individuals who become unemployed are eligible for removal the program upon submission of unemployment documentation.I provided the requested proof of unemployment via email per their request which clearly states that Unemployment is a extenuating circumstance. NASMs policy states that a decision will be made within 14 - 30 business days. However, I did not receive any response for five months, despite multiple follow-up emails and voicemails. When I finally received a response, on May 29, 2025 my appeal had been deniedwithout explanation or acknowledgment of the documentation I submitted. I also keep receiving emails this will be sent to a collection agency. This level of neglect and disregard for both policy and communication is unacceptable. I am currently unemployed and was relying on a timely and fair review of my appeal. The extended delay, lack of accountability, and inadequate communication have caused me significant stress and financial strain.I am requesting the BBB investigate this matter.

  

  Business Response

  Date: 06/18/2025

  Thank you for contacting us regarding the complaint from ****** *****. We appreciate the opportunity to clarify the situation.

  Complaint Overview: ****** requested cancellation of their program enrollment, citing unemployment as an extenuating circumstance. The customer initially purchased on December 8, 2024, and December 20, 2024; however, these orders were returned, and the customer repurchased on January 9, 2025. The unemployment documentation submitted was dated January 7, 2025, indicating that the unemployment status began before the final enrollment in the program.

  Policy Explanation: We review extenuating circumstances submitted by customers for requests related to out-of-policy cancellations, refunds, or extensions. However, these exceptions are neither guaranteed nor outlined in our official purchase policy and would be made as a courtesy. While we typically consider requests associated with unemployment, ****** ******* unemployment status prior to enrolling does not meet the criteria of an extenuating circumstance as the customer was aware of their unemployment prior to purchase.

  Resolution: Although the appeal was denied based on these criteria, we remain committed to assisting the customer. A member of our management team has attempted to contact ****** and will continue to do so regarding potential extensions that may be offered once the account is in good standing. Currently, the account is past due, which affects eligibility for access.

• Initial Complaint

  Date:06/03/2025

  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 the NASM bundle on January 3, 2025. I attempted to cancel on January 7, 2025, after I realized that I really could not afford it, even with the monthly installments. However, I later realized that, after reaching back out to NASM in March 2025, I had incorrectly typed the email address to whom the cancellation email was sent. I followed back up with NASM to accept responsibility for this mistake but to see if there was anything that could be done. I was not seeking a refund for what had been paid, but rather to cancel all of the programs. I made clear that I still cannot financially afford the remaining cost as I have been caring for my immediate family members in my household who have been laid-off, to which I was told - rather, a copy-pasted email of "extenuating circumstances" was sent to me - that this was not grounds for appeal. Life happens and circumstances change, and I would rather my family be taken care of. For NASM to not recognize this as an extenuating circumstance is troubling. Financial hardship is real. Furthermore, I have since discovered that the "go at your own pace" that was advertised is not so, as I have learned that these courses expire. This was not communicated to me in any manner, and with all that I am doing to care for my family, I cannot foresee myself being able to complete any of these courses, and as I cannot even afford the payments now, I definitely cannot afford an extension. The expiration of these courses should have been made abundantly clear BEFORE a purchase is made. Any attempts I have made to contact NASM have essentially failed, as it takes 2+ weeks to hear back, and if there is a response, it is just a copy-paste of the policy. I understand there is a policy, but there is also life, and my life right now is focused on ensuring my family is cared for. As mentioned, I recognize I am at fault for emailing an incorrect email address and simply want to cancel anything remaining as I will not be able to use it.

  

  Business Response

  Date: 06/13/2025

  NASM has reviewed all aspects of the customer's account and interactions with *************** and was able to find documentation regarding the original return request. We have provided a resolution for the customer and this matter will be resolved and closed.

  Customer Answer

  Date: 06/16/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ** ********
  
   
  

• Initial Complaint

  Date:05/29/2025

  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.

  On 22May25, I was scheduled to take the NASM CPT exam. The exam is proctored through ***. Per NASM/*** instructions, I completed the system/hardware checks 24 hours in advance to ensure an easy exam day. On exam day, I logged on 30 minutes before my exam to complete pre-exam verification. This includes hardware checks, test rules, system allowances, and ** verification. During ** verification, a system error prevented ** capture via selfie. I restarted my device and re-ran the process 3 times. After the 3rd failed attempt, I contacted ***. My technical support call lasted 45 minutes, during which technical support remote-connected into my computer to verify my camera and hardware worked. She controlled the device as she accessed *** and saw the working camera. The ** verification failed again and she said there was nothing more she could do. I asked if *** would notify my ******* that the system would not let me take my exam. She stated there was nothing I or she could do and to wait. My call was escalated for additional investigation into the system. I was told to call back in 48 hours for the results. After my return call, *** told me it was NASMs duty to open a new exam so I could retake my exam. After calling NASM to get my exam scheduled, I was rudely told they could do nothing and I had to speak with *** AGAIN. Today NASM emailed me saying they would not give me a free retest and blamed the error on my device. ********************** refuses to acknowledge that I was not absent for the exam but was shut out due to technical issues by *** even though I have provided time-stamped technical reports from *** and a photo of my camera working in the *** system. They are trying to charge me additional absentee fees for a test that I tried desperately to take. Consistently blaming my device while ignoring photo evidence to get more money is a poor business practice and an unacceptable way to treat members.

  

  Business Response

  Date: 06/02/2025

  We apologize for the experience with *** and all the technical support issues. NASM was able to connect with PSI and the reporting is advising that the verification issue persisted due to a device-related problem. However, due to this error, NASM will provide an amicable solution for the customer to sit for the exam. Their account has been notated and when ready they can contact *************** for their resolution. 

  Customer Answer

  Date: 06/03/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****
  
   
  

  Customer Answer

  Date: 06/03/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****
  
   
  

• Initial Complaint

  Date:05/22/2025

  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.

  My son signed up for the Personal Trainer certification program. The website and all information he was given was extremely misleading -- it touts that it's a learn-at-your-own pace program, and he was never told he had six months from the time of enrollment to take the exam. I spoke with someone at NASM and was told he had a countdown on his dashboard. He did not. We had to pay an additional $199 to extend the time for him to take the exam. When he did, he missed the pass rate by four points, in nutrition, when a personal trainer should not be going in depth with nutrition, as that is outside of their scope of practice. To retake the test, is another $199. NASM seems to be operating a money grab. The program does not provide any support beyond having someone sign up people for the program and get their credit card information, because they hope you fail so you have to pay to retake it. They were misleading as no one ever told him he had six months to complete the course and take the exam, or he would have. He thought he had ample time as it was supposedly, and on their website, self-paced. NASM said it was in the terms and conditions, when they also have a duty to make that abundantly and expressly clear, especially if someone is expected to pay extra to extend the deadline, as well as re-test. This is a very unethical company, and they are not the echelon of fitness training they once were, as they are clearly bilking people who do sign up for more money. This was a colossal waste of time and money and if we had it to do over again, we would not have chose NASM at all.

  

  Business Response

  Date: 05/30/2025

  On ***************************************************************************, under step 2: Scheduling Your Exam, option 1 goes over the 180 day expiration date as well as referencing on the Student Portal the course and exam expiration dates. The online content is available for five years from date of purchase so Trainers can reference their material pre and post exam as well. Our records show the program purchased was the Self Study program, which is commonly seen purchased by individuals with a background in exercise science and fitness. 
  
  Regarding the extension process, it is also gone over in the Candidate Handbook which is members will attest to reading prior to the beginning of the course, and it is also available free on the website on under the aforementioned exam info tab on ******************************. Additional inquires for extensions are also available on our resources tab as well the FAQs.
  
  However, due to the issues, an alert has been added to the account for an amicable solution for this and we advise to contact Member Services.
  
  

  Customer Answer

  Date: 05/30/2025

  At no time were these things made abundantly clear to my son. There was no time tracker on his dashboard. He has since signed up for a program through ACE and there is a clear tracker on his dashboard counting down the time; it was not on his NASM dashboard. Nor was it made clear that the self study program was intended for those with a background in exercise science and fitness; had this been expressed, he would have selected another option. It seems like your sales tactics are all about just closing a sale and not if the program is the best one for the learner. Additionally, I had to pay the extra $199 for the exam extension; he missed the passing grade by four points in the nutrition section, which is outside of their scope. To retest would be another $199. Since so many students have noted on other reviews and online forums they failed their first exam, this seems like an attempt for NASM to get more money. I also question the validity and reliability of the exam itself. So if NASM has that many students failing either the test is unreliable and invalid, or your methods are lacking the structure needed for them to pass. 
  There was no support from anyone at NASM, the customer service was not helpful and in fact, rude. If your organization is trying to create fitness professionals, trying to milk them for more money is the way to do it. The methods are deceitful and misleading, which could also be considered false advertising. 
  I would like for the amicable solution to be presented here so the BBB can also see it. NASM seems to be more interested in making money, than creating personal trainers and fitness professionals, as there seems to just be an emphasis on enrolling people in the programs, whether it's the correct one for them or not, which ultimately could be setting them up for failure, only to further line the pockets of NASM. 

  

  Business Response

  Date: 06/02/2025

  NASM provides multiple avenues for our students to be self sufficient such as the candidate handbook available in the course and on the website, the *** section of the website, as well as availability via phone, email, and chat in **************** Our records show the order was made May 2024, with only one contact done September 2024 and the then from January 2025 on. In the candidate handbook, as well as the Study Guide found on ************************** it goes over the Exam Blueprint that explains the domains for prospective trainers to study.
  
  Due to the issues relating to the exam duration, a courtesy retest voucher was added to the customer's account, so they can take as long as they need to study, and when ready they will call into **************** activate their voucher, and receive an additional 180 days to complete the exam, free of charge.

  

  Business Response

  Date: 06/02/2025

  NASM provides multiple avenues for our students to be self sufficient such as the candidate handbook available in the course and on the website, the *** section of the website, as well as availability via phone, email, and chat in **************** Our records show the order was made May 2024, with only one contact done September 2024 and the then from January 2025 on. In the candidate handbook, as well as the Study Guide found on ************************** it goes over the Exam Blueprint that explains the domains for prospective trainers to study.
  
  Due to the issues relating to the exam duration, a courtesy retest voucher was added to the customer's account, so they can take as long as they need to study, and when ready they will call into **************** activate their voucher, and receive an additional 180 days to complete the exam, free of charge.