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:11/27/2023

  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.

  Mon 11/27/23 Called in to make a payment. Spoke with a rep who was unable to assist me. I asked to be transferred to the tech department to which she stated NASM does not have a tech department. I then asked to speak to a supervisor to which she stated she could only transfer me to ****** Services. ************************************************************************************************************************After waiting on the line for quite some time and no one ever picking up I hung up and called back. I called back several times and as I write this I am currently on hold with NASM and still no one is picking up. ****************************************************************************************************************************Finally, after 25 mins of holding a rep picks up. I request to speak to a supervisor. She stated the policy of NASM is NOT to transfer to a supervisor so I hung up.*********************************************************************************************************************** I then texted and called my Program Advisor, Oni and thus far have not heard back from her. ***************************************************************************************************************************I also attempted to chat however could not bc the robot kept asking for an email which I was not willing to provide bc I wanted to communicate with a human. That went no where. **************************************************************************************************************************My only recourse now is this BBB complaint with the hopes that a manager will call me so that I can make a payment AND I can learn where I can see my address since the first rep did not know.**********************************************************************************************************************RESOLUTION: Have a NASM supervisor call me so that I can make a payment and I can learn where I can see my address.

  

  Business Response

  Date: 12/04/2023

  A member of our management team attempted to call the customer on 11/29/2023 and again on 12/1/2023 to offer additional assistance but was not able to reach the customer. A voicemail was left on both call attempts with a direct phone number for the member to call as well as an email was sent to the email address on the members account advising we attempted to reach her. A phone number to contact the member of management was also provided on the email.

  Customer Answer

  Date: 12/04/2023

  
  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: 03/14/2024

  I would like to pay my bill. I have been calling in for more than 1 week now however no one is picking up your phone. The number I have been calling is ************. It's utterly ridiculous that I would have to file this complaint bc no one is answering your phone!!! ****** After pressing 5, I was able to talk with someone whose accent was so thick and the call center madness around him was so intrusive I could barely hear him and I could barely understand what I was hearing so I hung up. Furthermore I was def NOT going to give this guy my cc info. Some foreigner who I could not understand, NO THANK YOU!! Perhaps, NASM can find their way into the 21st century and allow payments via online so I do not have to speak to someone I do not trust! SMH. ***** Kindly have someone from your staff who is an American, who was born here that speaks without without an accent so that I can understand them, call me so that I can make my payment.
  

  
  

  

  Business Response

  Date: 03/25/2024

  A member of our management team as attempted to get in contact with this customer multiple times through phone to collect payment but has been unsuccessful in doing so. They attempted calling on 3/20/2024 at 12:16, 3/21/2024 at 3:53, and 3/25/2024 at 3:40 but only were only able to leave a voicemail (Mountain Standard Time). We have also been in email correspondence and are requesting that the customer provide us with a callback time so that we can reach them at the most convenient time for the customer.

  We understand that at some times we may have extended hold times due to a high influx of callers. For that reason we also have a callback representative that can be requested through email. We would ask that the customer email us at ****************************************************** with at least 2 business days ahead with a ************* for a callback so that we can ensure that it happens on time! Additionally, we are open on the weekends from 8 to 5 and the weekdays from 6 to 6 MST. We would recommend the customer contact us outside of traditional lunch hours as those tend to be our busiest!

  The member of our management team will continue to be in direct contact with this customer so that this issue can be resolved.

• Initial Complaint

  Date:11/20/2023

  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've been facing a critical issue with the NASM Certified Personal Trainer 7 NCCA Exam (CPT) extension process. Despite my repeated attempts to seek clarification on extending the exam before its expiration, the responses I received lacked clarity and failed to address my specific concern.In my recent email, I explicitly asked whether it's necessary to purchase the extension before the exam's expiration date or if it could be done afterward. This confusion arose from conflicting information provided by a representative who suggested I could extend it when I'm ready for the exam. I urgently need assurance that delaying the extension until March won't result in unforeseen additional costs beyond the $199 extension fee.Despite my efforts to seek clarity, NASM's responses mainly reiterated the administrative nature of the extension fee and its ineligibility for an installment plan. While they provided information on how to purchase the extension, they didn't directly address my crucial question about the timing of the extension concerning the exam's expiration date.This lack of a clear response has left me in limbo, unsure whether delaying the extension might lead to extra costs or affect the exam's validity.

  

  Business Response

  Date: 11/28/2023

  A representative of the ****** Services team will connect with the customer on 11/29/2023 and go over all extension options, setting up the customer for the ideal situation to pass their exam.

• Initial Complaint

  Date:11/20/2023

  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 was scheduled for an online proctored exam on 11/18/23 at 12am. NASM needed to verify who I am by using my first and last name using and I.D. Card and with my CPR/AED card. The name on the cpr card is ************************* but the name on my ID is ********************************************. They said they required to have my full first and last name ************************************* so I was unable to continue to take the exam. I found this to be inconsistent because there are many ************************************* that live in my state. I feel that if they wanted to truly verify who I am they should have required a social security number or my entire first, middle, and last name, as well as an address to verify. If they are requiring such strict guidelines then they should be more comprehensive and stringent in the verification process. Despite whether my name is ************************* or ************************************* would still not be secure enough considering there are many people with the same name. This cost me money to pay for a retest voucher and emotional distress and I am complaining for NASM to require a more certain way of verification and consistency.

  

  Business Response

  Date: 11/28/2023

  NASM uses a third-party proctoring system that runs verifications on test takers. Because it is a third party, the proctoring service can only verify the information that is provided on a government issued photo ID. Our records indicate that the customer was able to connect with ****** Services via phone on 11/20/2023 and was also refunded for the incorrect charge made to the customer's account on 11/14/2023. A refund case has been submitted and the customer is ready to reschedule. 

  Customer Answer

  Date: 11/30/2023

  Hello I would like to see a receipt of the refund NASM claimed to give as I do not see it in my bank account. If there is a process number with refund that would be sufficient. The answer NASM provided still leaves in question the problem I have concern for as well. There is still a lack of consistency in the verification process and feel it should be revised as my photo ID actually has a different name then the one I provided for NASM. ******************************************** is on the photo ID and ************************************* is the name provided to NASM . ************************* was the name on my CPR card that was not accepted by NASM. I feel this is inconsistent according to their own standards if they were to accept my photo ID ******************************************** that has a different name than the one the had on file for me as *************************************. As I stated in the previous complaint there may be many ************************************* in the **************** as well and the verification process should be even more strict according to their own standards to be consistent.

  Thank you so much for your help!

  -*****

  

  Business Response

  Date: 12/13/2023

  Returns and refunds can take up to 15 business days to be processed and our records show that the customer's refund was processed and completed on 12/08/2023. For privacy purposes, the customer can contact ****** Services via phone or email for a transaction ID for their records. Regarding the verification process, the proctoring service utilized by NASM is a third party company, and not a connected entity with NASM nor Ascend Learning. NASM does not have a say in the verification processes that PSI may require. 

• Initial Complaint

  Date:11/15/2023

  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 engaged in a discussion with a sales representative who provided details about the program they enrolled me in via phone. Despite not signing a contract, they assert it's a verbal agreement. I haven't utilized any services and wish to terminate my membership. Despite attempts to contact through calls and emails, I haven't received assistance. The absence of a direct cancellation department accessible only through email is perplexing; why doesn't the business facilitate cancellations more effectively?

  

  Business Response

  Date: 11/28/2023

  Our records show that the customer originally connected with *********************** Program Advisors via phone on 07/10/2023 and 07/11/2023, making a purchase on 07/11/2023. A docu-sign agreement was sent to the customer on 07/11 and the customer signed the contract that same day, finalizing their order.

  
  Per the Terms and Conditions (listed on www.nasm.org as well as in the online course),section 5.3, All sales are final twenty-eight (28) days after the date of purchase (the Return Period). In other words, as of the 29th day following the date of purchase, NASM/AFAA will not provide refunds or accept returns. In addition, the Terms and Conditions state, You must contact the ************************** within the Return Period to request a refund.

  
  On 09/12/2023, the customer connected with ****** Services via Live Chat and advised they wanted to return due to an extenuating circumstance and was advised to submit an Out of Policy Return appeal. Appeals are not guaranteed cancellations and are simply a review to determine if NASM will move forward with a closure of an account due to extenuating circumstances.

  
  On 10/03/2023, the customers appeal review was completed and the customer was advised of the resolution via email. On 11/15/2023, the customer connected with ****** Services via phone and was advised of the resolution of the appeal as well. Later that day, the customer connected with ****** Services again and was offered an alternative solution to his installment plan and was advised of additional solutions. 

  Customer Answer

  Date: 11/28/2023

  I've mentioned this before no documentation was signed, and I was left in the dark about the program's workings. Attempted to cancel due to a circumstance covered in your appeal policy, but it's evident from reviews that appeals are a lost cause with you. Presented ********clear documentation with dates, yet the fact remains: no signature equals fraud. No interest in a refund, just cut ties with this program; it's become a hassle under my circumstances. Business and customer support? Dreadful.

  

  Business Response

  Date: 12/13/2023

  NASM has a copy of the signed docu-sign dated 07/11/2023 which per the agreement states, "You have asked NASM/AFAA to provide and make the Goods & Services available to Buyer through our websites (www.nasm.org or, as applicable, www.afaa.com), subject to the Terms and Conditions published on our websites (************************************************************************* and, as applicable, ****************************************) and, as applicable, our Candidate Handbook. A free demo of the *** product is available. This Agreement is only cancellable pursuant to our Refund Policy, even if the first payment has not yet been made. Cancellation of this Agreement or a request for a refund, minus fees, is only available if requested within twenty-eight (28) days of purchase."
  
  At this time, the customer has been presented with an alternate resolution, but they may appeal for an Out of Policy review if they have an extenuating circumstance during the exam and order enrollment period. 

• Initial Complaint

  Date:11/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint because I contacted NASM regarding their nutrition coach certification. Before purchasing their certification, I asked if I would be able to get reimbursed from the VA using the ** bill and was told yes. After passing my test, I submitted everything to the VA for reimbursement and was denied reimbursement due to it not qualifying. I contacted NASM customer service and spoke with another agent who said that he too thought it would be eligible for reimbursement, but then found out it was not while on the phone with me. I was supposed to receive a phone call from a manager after reviewing the tape where the young lady told me that I could be reimbursed but never received a phone call. I understand being unaware of certain things but when taking money from people more care should be involved. If I were told no, I would not be reimbursed, I would have just purchased at a later date. I have purchased from NASM before. Giving out false information just to make a sale is not something I would expect from NASM.

  

  Business Response

  Date: 11/28/2023

  A member of the ****** Services leadership team will connect with the customer on 11/29/2023 after ********************** has conducted an internal review of the customer's call. Reimbursement guidelines are ultimately upheld by the VA but NASM will work towards a resolution that satisfies both parties.

• Initial Complaint

  Date:11/08/2023

  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 have tried contacting nasm for help with my certification since I have started it in August 2023 and I have only been able to contact one person. They never helped me directly and only went to there "manager; and that was it. The exam had alot of different questions on the exam vs the practice exam test. The sale they advertised was said to end in mere days of july ending for christmas in July yet the sale continued up through August. The website is horrible to navigate, slow, hard to learn on a poorly designed course section. I highly recommend anyone to try another certification course other than what nasm sells. Never again will I buy anything from Nasm.

  

  Business Response

  Date: 11/10/2023

  Our records indicate that the customer originally purchased on the web on 07/27/2023 and connected with member services via phone on 10/24/2023 regarding some technical errors. The customer was not home at the time per call log, and was advised per the Agent to contact ****** Services when in front of a computer for real time assistance. The customer also was able to connect with ****** Services via email on 11/08/2023 with exam questions, however due to our accreditation, we cannot go over direct exam questions to protect the exam's integrity. At this time, we encourage the customer to contact ****** Services and we will be happy to address any additional concerns.

• Initial Complaint

  Date:11/03/2023

  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 noticed a pending charge to my bank account 11/1/23. I noticed it was NASM renewing a course for $299 given an email notification that came through simultaneously telling me I was successfully enrolled and my card will be automatically charged. I am no longer certified through NASM and did not receive any other prior notification that this would be renewed upcoming to remind me of this auto enroll, so I wasnt aware this would remain active given my expired CPT as of the summer of 2023. As soon as I saw the pending charge I immediately got on the Website, cancelled it as it said the renewal date was ****. I cancelled 11/1. I contacted customer service 11/2 the soonest date I could reach them and they are refusing to refund the money back to me for a course I am not using nor am home a current certification . I do not need this course renewal and want a full refund.

  

  Business Response

  Date: 11/10/2023

  After a review of the customer's account and reference for the charges, NASM will connect with the customer regarding the reversal of fees. An additional email with financial details has been sent to the customer and this case is resolved.

  Customer Answer

  Date: 11/10/2023

  I have not received any communication regarding reversal of fees, in response to this specific complaint. 

  

  Business Response

  Date: 11/28/2023

  An email was sent to the customer on 11/10/2023 regarding the status of the account and orders with NASM. This case is resolved.

• Initial Complaint

  Date:10/17/2023

  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.

  The NASM online course will not launch! I have gotten a 440 - page does not exist - error each time I attempt to launch the course. I am up to date on payment and the course does not expire until next year. I have tried all the recommended technical adjustments such as clearing browser cache/cookies, new browser, new device, but to no avail. I called the 800 support number, but only got an automated response to call back during business hours, even though it IS during business hours. I have sent an email to member services and await response. This is a recent issue, and I'm only posting here for further visibility for resolution to the issue. Please help me out, NASM!

  

  Business Response

  Date: 10/25/2023

  A member of our leadership team has reached out to this customer, we are working on a solution to their technical difficulties via phone call. After investigation the customer will ensure they are using the correct operating system per our outlined system requirements. We will continue working with her to ensure she can test on her exam. 

• Initial Complaint

  Date:10/02/2023

  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 signed up, after few days of start I tried multiple times to contact the department of cancellation and this is was never successful. Also, I tried to call the sales person ********************* (who sell me the Elite Personal Trainer program), and she simply ghosting after start the contract.I already been trying for all the the ways possible but this was never successful, I need your help with this concern.

  

  Business Response

  Date: 10/04/2023

  A member of our management team contacted this customer today regarding their complaint. Unfortunately, we were unable to offer a refund as the customer attempted the exam and did not attempt to contact us within the 28 day return period. With that being said, we did want to make sure the customer is set up for success by offering the non-accredited version of the exam and by reactivating the retest voucher so that the customer can take the exam in the future. We are also reviewing our policies with our teams to ensure that customers receive callbacks when requested.

  Customer Answer

  Date: 10/09/2023

  
  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:09/21/2023

  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.

  Since June of 2023, I have been getting charged for a personal training package that I did not sign up for/ do not have access to. I called the support for NASM and they acknowledged the wrongful charges and were supposed to give me a full refund within two weeks of the call. I called the NASM support line on 8/31/2023 and still have not received my refund for the wrongful payment towards a personal training package that I did not sign up for. The payments for this package have been $135.77 since June 1st amounting in a total of $543.08 I am requesting that my refund is fulfilled and I receive all of my money back.

  

  Business Response

  Date: 09/27/2023

  A member of the NASM management team has contacted this customer in response to their complaint. It was determined that an error occurred on 5/1/2023 when the customer initially expressed interest in the course. This resulted in the customer being incorrectly charged for 4 payments. After the customer reached out to us on 8/31/2023, we initiated a review process and submitted a refund. Our management team has now confirmed that the refund will be issued in the form of a check, covering the full amount specified by the customer in their complaint. To ensure the refund is successfully processed, the customer can directly contact our management team. Additionally, as a resolution to the issue, we have provided the customer with a credit for a future purchase.