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:06/01/2023

  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 am a 49 years old professional nutrition chef, owns my **************** organize Catering and Conference related to *********** Being. Im known in my Miami Metro area. I took the Nutrition Coach Course as a complementary source of knowledge and certification. I worked hard on each 24 chapters and quizzes with a score of 100% I chose to follow your guidelines and took successfully 10 practice final exams (3 are required and advised by your website).My scores were always over 70% and touched for my last one 87%. When I took the final exam, I had the extreme surprise to discover that the questions asked were absolutely not similar to the final exam in EVERY WAY as you write on your instructions/offer and that not most, but all the questions were really different from the ones studied and trained and that multiple attempts didnt ensure me to practice with the widest range of available questions as you advertise. So you absolutely didnt test me the way you taught me with no available way to review my 2 tests. My score (59% and 62%) appeared at my big surprise to be extremely under my average performance around 85% For me this class and certification is a scam. I ask you to refund me the full amount of my subscription right now. I am extremely disappointed to have successfully followed all your recommendations to realize the final trap. Not other way to describe my feeling

  

  Business Response

  Date: 06/09/2023

  A representative of the ****** Services Leadership team will attempt to connect with the customer via phone on 06/09/2023. ********************** will attempt to see if there is any possible actions or directions we can provide to improve the customer's experience and will work to find an amicable resolution to set up the customer for success and result in a passing attempt on the exam. 

• Initial Complaint

  Date:05/29/2023

  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 attempted to take my proctored CPT exam through NASM. The ******* was AWFUL to say the least, but that isnt my biggest issue. My issue is that my internet went out in the middle of the exam (I can even submit documentation to prove it) and I was never able to get back on. I tried to email both NASM and the ******************* themselves to set up another exam but they either dont respond at all, or just tell me I failed. They refuse to be of ANY help and think they have the right to keep charging me despite not providing all of the services listed in their contract. I would like a full refund but Id settle for them to STOP CHARGING MY CARD WHEN THEY HAVE DONE NOTHING. 0/10 stars. If you want any fitness certifications, I recommend ISSA instead.

  

  Business Response

  Date: 06/09/2023

  We attempted to connect with the customer via phone on 06/02/2023 and were unsuccessful. A member of the Leadership team left a voicemail with direct contact information for the customer to call back. Upon reviewing the complaint, we would like to state that we have no record of any prior contact from the customer regarding technical difficulties during her exam. Without any previous communication or record of technical difficulties on our side, it becomes challenging for us to investigate and resolve the issue thoroughly.

  In an attempt to gather more information and understand the nature of the reported technical difficulties, we reached out to the customer to request screenshots or any documentation that would assist us in identifying the problem. We were unable to connect with the customer hindering our ability to conduct a proper investigation and offer a reasonable resolution within our policy. The customer left a voicemail on 06/02/2023 with a member of our leadership team that their desired settlement has not changed.

  At this time NASM will attempt to connect with the customer via phone and email an additional time for an amicable resolution as it is essential for us to review these materials to determine the source of the alleged technical difficulties and take appropriate action.

• Initial Complaint

  Date:05/05/2023

  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.

  My account cancelled due to medical reasons. I asked for a refund of the money they took out of my account just before my account was closed. They took $272.50. O was told I would be getting a refund within 15 business days. I have emailed them over and over again asking about the refund and I still get the same automated email back about the 15 business days. It has now been 16 business days and still I have received no refund at all. Ive have sent an email about it being about 16 business days and have received no refund and I have not heard anything back from them at all.I will attach an email of the first response about them agreeing to refunding me an amount of $272.50. The email was sent on April 13th 2023 and is now May 5th, 2023, one day over 15 business days and I still have not seen a refund of these funds.

  

  Business Response

  Date: 05/05/2023

  A refund was submitted on 4/13/2023 with a SLA of 15 business days. That refund was completed for this customer on the 15th business day, 5/4/2023. Those funds went back to the **** ending in **** in the amount of $272.50. A transaction number of 17v9dnkt was provided to confirm that the refund had taken place. Once the bank has the funds in can still take 2 to 3 business days to have those funds put into the customers account. We would recommend that the customer contact their banking institution for additional information.

  Customer Answer

  Date: 05/05/2023

  
  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.
  
  

  As the above states I will wait for the business to perform the action of me receiving my refund, if the refund is received then I will accept this matter as resolved, however if I do not receive the refund I will consider this case not completed or closed as I will not be satisfied with outcome of the refund is not returned to my account.

  
  Regards,
  
  ********************
  
   

  
  

• Initial Complaint

  Date:05/02/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,This wasnt suppose to be a complaint, but *** tried every other ways and still couldnt have the problem solved, so Im here to seek resolution. Ive signed up for a NASM program (under my name ****** *********************) and had registered for the 24 April exam with *** this year. However, upon arrival I was told that *** already passed the exam. After the *** staffs looked further into my information, they told me that Id actually used up all three of my official exam attempts online (and passed), which shouldnt be possible without authorisation. And I wasnt allowed to take my exam on site on 24 April. My program expiration is on 3 May, which is today. Ive been speaking with the staffs since 24 April, and Ive yet to hear an official response from the NASM. Im here to propose three solutions:1. An extension on my program expiration to a date that allows enough time for three exam attempts; or 2. A FULL refund, as Ill need to reapply just for the exams; or 3. An issuance of my NASM certificate, certifying that Ive indeed passed the exam within my program period. Thank you for your help in advance!I look forward to hearing from NASM soon. Or please kindly direct me to someone whos able to help.

  

  Business Response

  Date: 05/09/2023

  A member of our management team has been in contact with this customer. Upon investigation, we noticed that this customer was able to take an exam that was supposed to be password-protected. That error has been corrected, and we have taken steps to ensure that this won't happen in the future. As the customer had already passed the exam, we will not be taking away their passing attempt. We can confirm that they hold a valid International Certified Personal Trainer certificate as of 4/23/2023, which will expire on 4/23/2025. We have advised the customer on how to access the online copy of their exam, and we have sent a hard copy that should arrive within 4 to 6 weeks (though it may take longer due to international shipping).

• Initial Complaint

  Date:04/14/2023

  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 have studied for my NASM-CPT test and have received an above 80 on all of my practice exams! I took my test today and failed by 1 point. Not a single question on that test was like any questions I have been asked before or similar to any questions on the practice tests! NASM recommends you to take the practice test MULTIPLE times before the actual exam but then throws questions on the exam that were never covered in any of the practice tests! I think this is unfair and setting people up for failure. According to my score breakdown I passed every domain to do with personal training but scored low on a nutrition section. I feel like NASMs review and practice tests were useless when it came studying for this test because like I already mentioned above nothing to do with this exam was on any practice or review test! I heard the exam was more critical thinking so why wouldnt the practice tests have critical thinking questions on it. Why have someone study material that isnt going to be helpful with the actual test. For people pursuing this in the future be aware to study outside of NASM practice test as it will not be as beneficial as NASM makes it out to be.

  

  Business Response

  Date: 04/18/2023

  While the content and study materials are created and developed by NASM, to prevent exam bias the exam is developed by a third party. Memorization of content will not always lead to a passing score, as the exam is testing on concepts and as stated critical thinking. Per accreditation, the exam will also have up to 20 research based questions that do not affect the final score of the exam, as listed on *****************************************************************************************************************************;
  
  At this time, we will connect with the customer for a resolution that will lead to a passing grade.

• Initial Complaint

  Date:04/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to login to my online course purchased from NASM. For days I would login and be prompted the site was down for scheduled maintenance. I finally called to find out when the website would be back up and running.I was told it was up and running and there was nothing they could do to help me. It was suggested I buy a new computer. When I asked for a refund I was told no. When I asked to speak to a supervisor or anyone who could potentially help me troubleshoot this issue I was also told no then hung up on.I understand maintenance needs to happen but being told I can no longer access the product I paid for unless I buy a new computer is absurd. I didn't pay hundreds of dollars for an online course to be inaccessible.

  

  Business Response

  Date: 04/14/2023

  We have attempted to have a member of our management team contact the customer multiple times on 4/12/2023 and today 4/14/2023, but have been unsuccessful in reaching the customer. After reviewing the call, it does appear that the representative that assisted the customer recommended that they try using a different computer or browser as the customer was unable to go through some troubleshooting steps as it was a work computer. We would like still have one of the members of our management team contact the customer to see if we can get them into the course. One of our managers has emailed the customer to set up a time they can get in contact. We will also like to provide any time back that the customer may have missed out and a make good for the situation.

  Customer Answer

  Date: 04/14/2023

  
  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:03/24/2023

  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 signed up for NASM on 10/20/2022. I signed up for a program that costs around $2700. My payments weren't to start until after the new year. However, they had a return policy of 14 days, which I tried calling them to get to the only department that would handle refunds. I tried calling them the second half of the 14 days. Each day I had waited over an hour and a half on hold just for them to never *************. However, once they needed my payment, they were easily accessable. Then, when explaining the situation, they would transfer me to the refund department, where again, I'd wait for over an hour. I've been trying to get a hold of this department ever since I signed up. It is now the fifth month of trying to get ahold of someone to cancel my membership. I don't like to be this person, but they really have left me no option.

  

  Business Response

  Date: 03/27/2023

  A member of management was able to connect with the customer on 03/27/2023. The customer stated that they do not have any qualifying extenuating circumstances to our 28-day return policy but instead that they changed their mind about keeping the program due to a move. As they purchased on 10/20/2022 and failed to contact us prior to the deadline to return of 11/17/2022 they would be ineligible to return. The customer stated that our hold times were long during his 28-day return period which is why he didn't call but we also have an offline team that can answer chats or emails sent in. No request to return was ever received from the customer. To assist the customer we have offered to defer up to 2 months payments, however the customer has declined. The customer has stated that he will keep his ******************** complaint as the customers request to return was denied per policy.

  Customer Answer

  Date: 03/28/2023

  How would I know that the hold times were long if I didn't call in? As for the emails and chat respondance, this was never an option that was presented to me. When I was called for collection of payment, I was only told to call the member services department and would be on hold for an hour plus everytime, as well as, during the 28 day return period.  Also, in these calls from the agents looking for repayment, the reason I told them I could not pay was because I was unemployed at the time. Am I supposed to wait until you guys pick up your phones to go and get a job? Deferring payments are a spit in the face when I tried returning this material multiple times. I would like to compromise and settle on a lesser amount and still return material if possible. That way you get money for nothing. Otherwise this has to go to collections because I cannot afford it and your company will only make pennies on the dollar.

  

  Business Response

  Date: 04/17/2023

  A member of management connected with the member again on 4/17/2023. The member stated he is currently not able to complete the course due to having to take care of a family member. Moving forward we are working through the extenuating circumstance appeal process.

• Initial Complaint

  Date:03/05/2023

  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 just failed the NASM/AFAA GFI by 5 points. I took the on demand proctored exam in which I used the "check system" requirement to ensure my computer works only to find out during my scheduled time to take the exam that my computer wasn't compatible I had to use another laptop which took an additional 30 minutes to get up and running. The study guides and practice exams do not set you up for success as many questions on the actual exam didn't seem to be addressed in the practice material. The ******* was the worst part as the person never asked me for my cpr card, and wasn't extremely distracting the entire time I took the exam. The person kept telling me to adjust my streaming and when I asked what that meant I was told neverminded and to just keep taking the exam. They kept stopping my exam and saying look into the camera while I was reading the questions I was so distracted during the exam due to the continuous unfounded disruptions from the *******. I also feel like the scoring model is flawed as I don't even know what I got wrong or need to study more as you don't get that information. The entire experience was stressful and lacked clarity.

  

  Business Response

  Date: 03/14/2023

  A member of our management team has consulted with this customer and as a make good for this situation we have offered a free retest to the customer. In addition we will be investigating the testing experience to ensure that it is in compliance with our testing experience guidelines. 

• Initial Complaint

  Date:02/27/2023

  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 started an online course with NASM and didnt complete them but they refused to end my business relationship with them and continue to try to charge my card.

  

  Business Response

  Date: 03/02/2023

  A member of our management team made contact with the customer due to their being no account information matching the details of the request. After speaking with the customer we have determined they purchased with ISSA not NASM therefore we are unable to respond to this complaint. We ask that the Customer reach out to the correct business (ISSA) to have their complaint addressed. 

• Initial Complaint

  Date:02/27/2023

  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 am a student in the NASM Personal Training Certification program, and recently I had a big issue with the organization. I have scheduled my test to evaluate all the knowledge I acquired during the training, a virtual test due to my work schedule and distance that makes it difficult for me to attend an in-person test. My exam was on January 30th (Confirmation number D109277650). I was connected during the test, and the person that was evaluating the test checked all requirements (documents, room, etc.) for that test to happen according to their rules. After this initial evaluation, I started my test, which should be 2 hours long, and after the 26th question (and overall, I was doing great), I got disconnected from their specific browser and could not reconnect or talk to the person that was evaluating my test, since the chat box also ended. I sent one first e-mail on that same day explaining the situation, but no response. My test results came as failed because I could not finish it due to connection issues (I was using wifi from my work, which is good, not sure why I got disconnected). I called the company and they decided to open a request for my case, and after evaluating they decided to charge me a "no-show" fee for the test, so I could do it again. The other option they gave me was paying for the full price of the test. As I mentioned, not sure why I got disconnected, and I think that the person who was evaluating me in real-time should have seen that issue and contacted me to finish the test. I think that the company is trying to raise money over this situation, and I feel very frustrated, because I studied a lot for this test.Hope you can help me with this issue.****, *******

  

  Business Response

  Date: 02/28/2023

  An internal incident report was opened regarding the scheduling and technical issues by the customer and a member of ****** Services leadership will connect and resolve the issue.