Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/10/2025

  Type:Sales and Advertising 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 Group Exercise Certification through ****, I spoke with a customer service *** and asked was their certification accredited, and the *** stated yes it was accredited. When I went to take the test I found out that it was accredited and they lost their accreditation in 2023, which they neglected to tell me. When I call AFAA, they confirmed what I had believed about the accreditation. The Lady I spoke with said she would refund my money back to me, then asked would I like to purchase the certified personal trainer certification, it was $600, I said no thank you. I think is bad business when you don't tell the customer the truth before purchasing. I still haven't gotten my money refunded back to me.

  

  Business Response

  Date: 09/11/2025

  Our records show a refund case was created on 09/10/2025, we advise our customers that refunds can take up 15 business days for processing. 

  Customer Answer

  Date: 09/12/2025

  
  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:09/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 09/04/2025

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

• Initial Complaint

  Date:08/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 09/02/2025

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

• Initial Complaint

  Date:08/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 09/02/2025

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

• Initial Complaint

  Date:08/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 08/26/2025

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

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

• Initial Complaint

  Date:08/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 08/26/2025

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

• Initial Complaint

  Date:08/19/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 08/20/2025

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

  Customer Answer

  Date: 08/23/2025

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

  

  Business Response

  Date: 08/28/2025

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

  Customer Answer

  Date: 09/05/2025

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

• Initial Complaint

  Date:08/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 08/18/2025

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

  Customer Answer

  Date: 08/20/2025

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

  

  Business Response

  Date: 08/26/2025

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

  Customer Answer

  Date: 08/28/2025

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

• Initial Complaint

  Date:08/01/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received my first certification back in 2014. It was a great experience and after taking time off to start a family, I was eager to get back and recertify. I cringe at how the company has changed. They seem more like a scam these days, eager to take your money and not give it back. I signed up in April and at that time I was not notified that I had to take my exam within 6 months. I didnt find out until a month after I signed up, and the only reason I found out was because I called to cancel given extenuating circumstances. We unexpectedly had to get a new roof and I had to return to work to help pay for it. I called to cancel my course because I no longer had the time available to study. I filed an appeal and it took months to hear back from them. They state that my appeal does not meet their criteria of extenuating circumstances. These people clearly dont know what its like to have to work and care for two small children under school age. There is no time. Ive spoken to some very unhelpful staff members. I feel duped and stolen from.

  

  Business Response

  Date: 08/07/2025

  When extenuating circumstances occur to our members during the enrollment period of their purchases, they are available to submit an out of policy appeal to the seven day return policy. That appeal is not a guaranteed approval, and is subject to review. Multiple considerations are reviewed and multiple solutions can be offered by the Appeals Team, however they may not always be what the customer requested. In this specific appeal, it was reviewed and the original request was denied, however the appeal was reopened and reviewed once more by additional team members of the Appeal Team and the appeal has been approved. While the Appeals teams stive to make fair reviews, occasionally a re-review is needed. 

  Customer Answer

  Date: 08/07/2025

  Thank you for your response. I have not received notice that the appeal was reopened and approved. The last I have heard from you is that Im expected to take my test by October 30th. Again, this is not feasible for me. Working full time with two small kids who are not in school leaves no time for me to study. Had your team been up front about the test requirements, then I would not have signed up when I did. I further feel like NASM has turned into a scam company because shortly after doing a charge back on my credit card, you started sending me collection notices while my credit card was investigating the dispute. I continued to receive these notices after calling and asking you to wait until the investigation is complete. Scaring people into paying you is not right. I also need to mention that every time I have called, majority of the representatives Ive spoken too immediately jump to getting my payment on track which also gives me scam vibes. I truly dont want to associate myself with your business after my experience with you. 

  

  Business Response

  Date: 08/18/2025

  The revised review of the appeal was completed and submitted on August 7th for cancellation of the course, but return cases can take up to 15 business days to close out. The account will be unsuspended within the end of the week and the customer will have full access again. 

  Customer Answer

  Date: 08/20/2025

  
  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:07/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/11/2021 I purchased the Master Trainer program that totaled over $3000 at the time for multiple certifications that also gave me lifetime access and assistance. At the time of 3/15/2023 I started having issues with accessing my content. I would gain access to then lose access a week later. This continued to occur and became more and more difficult to work on as the next two years went on. During the course of this time I have made multiple attempts to rectify. The past 6 months of this year I have made 3 phone calls all averaging ***** minutes to be told that my account is locked and they can not assist me till a later date. I have been hung up on as well as untimely response to my continued complaints (I would send a message and it would take 2-3 weeks to get a response. I resorted to written correspondence to be able to have a record.)My last attempt began this past Sunday on July 27th where I spoke with ******. She was kind and tried to help me but was not able to and told me I would need to call again the next day. I used the chat feature and the messaging feature as well as make a complaint to the frustration. I have not received any response or assistance. ****** stated a ticket was created (this had been the third I was told of in which she said no one ever created a ticket before for you.)At this time I am just looking for a refund of the funds.

  

  Business Response

  Date: 08/06/2025

  NASM's records show the customer was able to connect with *************** and get access back into their account due to the status of what they purchased back in 2021. After an additional review, the *** exam as well has been readded onto the account and the customer has full access to all courses.