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:02/26/2023

  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 signed up for the program on September 24th of 2022, and immediately two days after signing up for the program on September 26th of 2022 I sustained an injury to my left arm leaving me unable to work (per doctors orders) and my employer would not supply me with light duty. I didnt think I would be out of work as long as I was so I didnt mention it until it was too late as NASM likes to say. Because it was past their 28 day policy there was nothing they could do for me. I had every intention of completing the program and getting my cert, but when I broke my arm it out a major halt on everything because I was unable to work and I had no income coming in from anywhere at whatsoever. NASM called me to talk about the missed payments and I explained to them that I could not continue like I thought I was going to be able to do because of my broke arm and being out of work. My employer told me that if I didnt return to work within 30 days with the doctors clearance of the ability to use my arm fully then they would fire me. Well I was unable to return to work because the doctor would not release me from his care. All of this happened in the very beginning of me signing up for the program, I did a few classes until they blocked me for not paying. And its not that I didnt want to pay its that I couldnt pay. And I pleased with them and I asked them several times about exceptions for cases such as mine and it always came down to being out on a call back list to discuss it with someone else but that call back never came. I expressed to NASM clearly what happened to me and that I could not continue the program or making the payments. I told them over the phone that I could approve or consent to any future payments. Fast forward to now, the charged my account with a payment without my consent or my knowledge. There was no phone call or email to let me know about the payment I called them yet again and yet again I was put on the call back list and still no phone call.

  

  Business Response

  Date: 02/28/2023

  NASM does have a return policy of 28 days per our Terms and Conditions. The customer purchased the order 09/24/2022 and needed to contact NASM by 10/22/2022. The customer first connected with ****** Services via email on 10/04/2022 regarding adjust his payments, but no mention of a cancellation request. On 10/27, the customer connected via phone and inquired about payment deferments. At this time, a representative of the ****** Services leadership team will connect with the customer to resolve this issue. 

  Customer Answer

  Date: 02/28/2023

  
  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.

   

  I received a phone call and email early afternoon about cancelation of my participation in the program as well as the payments that comes along with it. I am happy that they are finally in agreement and wish they would come to agreement sooner so all of this could have been avoided.

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

  
  

• Initial Complaint

  Date:02/21/2023

  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 went in to the *** on 1/27/23 at *****/warner to cancel my membership. I was told I would be charged for February which was fine. I go into my *** account show cancel pending and next payment of ***** will be taken out 3/16/23. I do not want to be charged another month.

  

  Business Response

  Date: 02/27/2023

  We are not EOS fitness and are therefore unable to respond to this complaint.

• Initial Complaint

  Date:02/17/2023

  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.

  Good Afternoon.This is regarding an appeal. I do not agree with the decision made of completing the personal training when I can to take my exam as I am physically and mentally unable to complete this program let alone become a personal trainer. I have already sent multiple Doctor note in regards to not being able to complete the program. I was baffled to read the reply as if I do not have a debilitating disability. I never even began the program, let alone opened the book. My whole life has turned upside down and it has been extremely horrific and my dreams and passions have been crushed right before my life. I have not been able to walk for months without assistance and my vision has become so appalling that I am also unable to drive anymore. I would like my case to be looked at again for a refund please. I have been requesting a refund for over a year at this point with valid documentation and Doctor notes regarding my health status. Thank you for your time

  

  Business Response

  Date: 02/27/2023

  This customer is in the process of re-appealing for an out of policy return and we will continue to interact with her in that regard. We have sent the appropriate form for the member to review, fill out, and send in. In addition, we have had a member of our management team contact this customer to see if we can reach an agreement. Going to the original denial, this customer submitted documentation that stated medical issues occurring in May of 2022. This means that prior to the medical circumstances described by the customer, they had 5 months of eligibility to take the online exam with less than a month of eligibility remaining (given the 6 month eligibility time frame). In addition the letter that was sent to us was a word document that cannot be used to confirm the legitimacy of the customers claims. It mentioned that the customer could not continue with training, however, we offer an online course that includes an online exam, their is no physical training portion. Unless the customer were unable to take the exam or use an online course they would be ineligible for any sort of alteration to their order, including a full or partial refund.

• Initial Complaint

  Date:02/06/2023

  Type:Billing 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.

  NASM Connected auto renewed a subscription that I did not authorize on a Sunday. I called on Monday morning February 6th the day that the subscription was scheduled to start and told them I did not authorize a renewal and I was told, since they charged me already, they are not going to give me a refund. I never received any correspondence stating I would be charged and could not contact them on the day they charged me.

  

  Business Response

  Date: 02/13/2023

  Per NASM's Terms and Conditions, with auto-renewing subscriptions, "If you purchase an auto-renewing yearly subscription, the subscription will automatically renew on the anniversary of your subscription" and "To cancel a subscription, the subscription must be cancelled prior to your next renewal date. Your subscription will then expire at the end of that monthly or annual term. You will continue to have access to the product until the subscription expires."  
  
  The customer connected with ****** Services via phone on 02/06/2023, the same day the subscription would renew, therefore was not cancelled prior to the renewal date. However, after a case review, a refund of the subscription has been created and the customer will have funds reversed to them within 15 business days. This case is now closed.

  Customer Answer

  Date: 02/13/2023

  
  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:02/02/2023

  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 have purchased a course from NASM and later I wanted another one. However, they got my name wrong, although NASM was getting my monthly payments on the correct name, my name on the course was incomplete/wrong. It took several months for them to get my name correct, time in which I could not work toward course completion. Then, my bank issued me a new card, with a different number. Although I communicate to NASM the change (including Mr. ************************ I was assured all is well, but shortly after, I keep getting daily emails admonishing me that i am delinquent for not paying my course instalments. My bank proves otherwise, each and every month the course instalments are sucked out of my bank account, yet NASM blocked my account, my access to course and course materials. I had a deadline for this course(s) completion which at this point is useless. I had to take this course(s) from another school, but the money from my bank account keeps going out. NASM gets my money without providing anything. I am hoping that you can help me bring this situation to an ending and getting my $$$ back from something that I didn't get and it is impossible to get. Any and all my attempts to contact and bring to a solution this situation are meet with silence and more $$$ charge. My bank asked me to contact you, and my next step is to declare this situation a fraud and fraudulent use of card and purchase(s). Thank you for your help and support. I cannot provide you with any details, i.e., school account no, purchase amount, since my access to my NASM account is banned. At this point I do not want to be any longer enrolled/student at NASM school.

  

  Business Response

  Date: 02/08/2023

  Hello,

  We have spoken and resolved this complaint with the customer. The customer had two orders with two payment plans. They called in to update the card to both payment plans, however, an error occurred on our end and only one payment plan was adjusted. That second order went past due on as there was no payment and the customer did not contact us until this ******************** complaint. As a make good for the error on our part we have cancelled and forgiven that loan. The courses associated with the second order have been returned. As the customer did lose two months of the initial course we will provide an additional year of access when the customer approves this update.

  Thank you

  NASM

  Customer Answer

  Date: 02/09/2023

  Good morning,

  I was contacted by Mr. ************************************* from NASM with request of paying more $$$. His resolution is his only. Since I pay my first course in December of 2021 and had no access to it, as off today I do not need it anymore. When I purchased this course, I was on a deadline, the course was for my job not for having fun and a way of wasting $$$. 

  Mr. ************************************* statement is his only. I did not agree on anything written by ***********************************;since Mr. *******************************; had nothing to offer. 

  I am deeply sorry that I ever envision letting NASM attempt to educate me.

  Respectfully,

  **********************************

  

  Business Response

  Date: 02/27/2023

  Good morning,
  I was contacted by Mr. ************************************* from NASM with request of paying more $$$. His resolution is his only. Since I pay my first course in December of 2021 and had no access to it, as off today I do not need it anymore. When I purchased this course, I was on a deadline, the course was for my job not for having fun and a way of wasting $$$. 
  Mr. ************************************* statement is his only. I did not agree on anything written by ***********************************;since Mr. *******************************; had nothing to offer. 
  I am deeply sorry that I ever envision letting NASM attempt to educate me.
  Respectfully,
  **********************************

   

   

  Customer Answer

  Date: 02/28/2023

  Good afternoon Mr. ************************************ answer posted by the business in conversation, NASM, is actually my previous answer to their first reply. SO they used my reply to answer to you. Please see below the so called message from business. Once again, this entity is unprofessional.
  
  MESSAGE FROM BUSINESS:
  
  Good morning,
  I was contacted by Mr. ************************************* from NASM with request of paying more $$$. His resolution is his only. Since I pay my first course in December of 2021 and had no access to it, as off today I do not need it anymore. When I purchased this course, I was on a deadline, the course was for my job not for having fun and a way of wasting $$$. 
  Mr. ************************************* statement is his only. I did not agree on anything written by ***********************************;since Mr. *******************************; had nothing to offer. 
  I am deeply sorry that I ever envision letting NASM attempt to educate me.
  Respectfully,
  **********************************

   

  Regards, 

  **********************************

• Initial Complaint

  Date:12/27/2022

  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 took a Corrective exercise course through NASM. I had one remaining payment due and it was on autopay. They never updated my CC information and so they weren't able to charge the correct credit card. I have had to call in to make the payment and asked them to correct the issue twice. They still did not after that incident. Since I had one more payment left I signed up for another course called Weight Loss Specialist 2 on 8/15/22. I did not have to make payments until November for this course. On 9/24 I asked to cancel the course. I was denied the cancellation and was told I could appeal the decision with their staff. I wrote an email to what I assumed was the appeal email. I received no response. In October, I tried contacting them via phone and the woman curtly said no to my request. I went to pay for the remaining CES course today and they refused the payment and refused to reinstate the information that I had already paid 99% of. They sent the remaining payment owed to collections. They were asking $126 for the Weight loss specialist program but refused to give reinstate the information. I refused to give them any money unless they reinstalled all my information I had paid for. I am being hounded in email , received one email stating that I never responded, yet I have been. I responded to the person behind the sent email in regards to this statement. I have called them several times to resolve the matter.

  

  Business Response

  Date: 01/03/2023

  NASM has connected with the customer regarding the account dispute on 11/29, 12/27, 12/28, and 12/29/2022. At this time, the customer case has been escalated and a member of the ****** Services leadership team will connect with the customer and resolve any errors regarding the account status and assist with the second purchase made on 08/15/2022. 

  Per the Terms and Conditions, regardless of usage, NASM states, "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, the Company will not provide refunds or accept returns." We will move forward with the customer for a positive solution. 

• Initial Complaint

  Date:12/22/2022

  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.

  Earlier this year I contacted this establishment to renew my certification as a NASM certified personal trainer. I talked to a member advisor about possible options to recertify via ********************* credits". The advisor looked up my file acknowledged how long I'd been with the association, then added that I would need to start all over since I passed the deadline to recertify. I then told the advisor that I paid for the "recertify for life" and I was under the impression that all I had to do was keep up with my "continuing education" and I would be renewed every two years, as apart of the agreement and the amount I paid for that protection. I also noted that my recertify dated was 4/11/2020, during the highest peak of "Covid-19" to include the complete shut down in *******. Also noted my daughter who at the time was born 02/03/2020, I was at home with no job, taking care of my new born, also contracting covid-19 as well. They never reached out to consult anyone on possible resolution, push back dates, or things an advisor should do. After I stated that I was put on hold a transferred until the phone call dropped. I tried several times to get in contact only to get nowhere. Since then I've not been able to continue working in my field that I love, and have been doing for "years". I've lost out on multiple opportunities to climb out of the pandemic, support my family, and stay healthy, just to be told I need to get certified.

  

  Business Response

  Date: 12/27/2022

  After reviewing the customer's account, it does not appear that the customer has connected with ****** Services since 05/2018. All of the corresponding contact has been with **************** which cannot assist in the Recertification process. ****** Services has connected with the ************************** and will connect with the customer on the next steps towards a resolution. 

• Initial Complaint

  Date:12/21/2022

  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.

  After many months of speaking to a sales rep named **** with nasm about whether or not this program is right for me, he convinced me that it was perfect for what I was looking for. I spoke to him several times on the phone and via email about what I wanted in a cpt program. I mentioned I had a newborn so I hadn't much time to do anything to intense or difficult to learn. I also mentioned my issue with ADHD and struggle with learning online. Lastly, I mentioned that I was not looking to be a professional CPT or have a career as one. I told ********** wanted a program for personal use. He assured me it was right for me and would be no problem to learn. I've found out after purchasing that it was nothing like I was told it was. I was also told I would have access to tutors if I struggled with the program. I called to get help and was denied. They told me that they don't offer tutoring. They only answer questions about the test information. I've been struggling with this course all year and cannot pass it. No one has helped me. I was also told I'd get an extension for having a learning disability. I provided a full multiple page report from my Psychologist and was still denied any help. I was lied to multiple times and now I'm locked out of my course and they are still charging me.

  

  Business Response

  Date: 12/27/2022

  Our records show the customer connected with ****** Services on 10/24/2022 regarding an exam extension and was notified on 12/21/2022 that they could not sit for the exam due to exam prerequisites not being met. The customer also connected with our ************************** on 10/12/2022 and was explained how our fitness experts can assist with their studies. 
  
  When customers need special accommodations for taking our certified exam, they will submit a form found on www.nasm.org and submit said form along with supporting documentation of accommodations need to a separate department from ****** Services. From there, that department will review the form and connect with the customer regarding what accommodations can be set for the exam. As of this writing, it does not appear the customer was able to connect with that specific department (compliance department). At this time, a member of the ****** Services leadership team will connect with the customer for a positive resolution. 

• Initial Complaint

  Date:12/18/2022

  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 sold a new CPT7 less than 30 days after my Army Full Colonel ******* death July 12, 2021, Interned at ****************** October 20, 2021. Have a full obituary with aforementioned details for NASM I called 8/8/21 because I was never going to finish my CPT6 as my exam **** was 22 days from the day I called due to grief, funeral arrangements, and medication for grief. I was sold re enrollment under the pretense all would be lost no offering a **** to grieve or an ethical grace **** to consider whether it was wise to sign that day, due to grief and subsequent repercussions of a family death. I was told by ***** I had to pay $299.00 on that day with deposit and installment payments, or lose all. I was immediately sent to *********************************** ( Program Advisor/Sales) for the sale. I was not of sound mind consumed with grief, medicated, under a physicians care, who will validate I was incapable of making a financial decision. *********************************** gave me no **** to read the document, I was told to sign right there and then on 8/8/21. I was told it was discounted, just for that day by ***********************************. Subsequently, I am sole caretaker of my surviving mother, have such family physician documentation for NASM No conciliatory option offered but to purchase CPT7. I am requesting out of policy $299.00 refund of 8/8/21 sale, for predatory consumer lending practices to a disadvantaged person, and subsequent $99.00 for-ongoing grief and care of elderly surviving mother. I prefer email communication, phone as secondary.

  

  Business Response

  Date: 12/20/2022

  We reject the customers claims of predatory consumer lending practices. All NASM customers are under no obligation to purchase any of our programs and is solely at the costumers discretion. We are however, obligated to provide our members all options available to them, such as re-enrollment/upgrade or the options for extension. Additionally, our members are encouraged to only sign the contract once they have fully read and understand all terms within, the only confirmation we have that this has been understood is when the DocuSign is signed and completed by the costumer. All extension or retest fees are considered standard fees and are non-refundable per our terms and conditions.If the customer would like to appeal for an out of policy cancellation on their current loan, they will need to follow the email instructions that they have been sent several times. This is an internal process and we do require documentation of extenuating circumstances that happened within the enrollment period in question. We would be happy to review the customer's appeal once we have received this.

  Customer Answer

  Date: 01/06/2023

  This business defends its practices, making all consumers appear to have been treated fairly, when they have not. Absolutely NO statement is made to read before signing nor on 8/8/2021. NASM, the consumer calls are recorded, yet recordings are unavailable after 28 days. Making proof recourse impossible. Received 1 email, with a form, no salutation,this is not an action a reputable company would take 1 form from the Appeals team. Given a consumer presents here, conditions seen by nasmcares[.] org, there would be adequate instruction or guidelines or proper contact in NASM email for query by the consumer. Increasingly predatory is the lack of recorded call accessibility, to verify if consumer was indeed notified to read first given a time to do do so, but this would be consistent, with predatory practices. To record yet then make their own calls not accessible, is self serving for NASM to present that each consumer is given they opportunity to read. Time stamps on all correspondence would be the consumers way of the flow of events. More productive of a supposed nasmcares[.]org would be less aggression here on this platform, and more consumer assistance to proceed. I will file the appeal, and wait to see what happens before proceeding beyond this platform of the BBB Complaints, for questionable practices, and their high BBB rating in light of same similar numerous complaints of such practices, regarding same practice across the web. NASM also engages across the web, in responding with no way to contact the consumer, further stalling resolution. All accounts at NASM require a valid phone number, email, and address for account verification. Apparently this fails consistently with NASM, when resolution by the consumer is attempted. I did see just an email slung out with ( as noted above) no reason as to why, except here, yet I am the consumer needing the instruction above NASM provided.

  

  Business Response

  Date: 01/17/2023

  A member of our management team has been in direct contact with the customer to enter into the appeal process. The customer has acknowledged that they will go through this process. To address some of the other complaints of the members all of the communications between us and this customer have been documented. This includes both emails and phone calls. These and recorded calls are for internal use only and cannot be provided to the customer. We will continue to have the member of our management team work directly with the customer.

• Initial Complaint

  Date:12/07/2022

  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 spoke with ***************************** for approximately 1 hour when I purchased the program. I asked him about the cancellation policy. I was looking for it on the website. He told me it was in the agreement, pointed me to the page and told me all I had to do was cancel within 28 days. I then called to cancel and was told I'd have to pay a 10% fee and they told me that it's on the website where I was originally trying to find it. My resolution is to not be charged the 10% fee when I specifically asked them if there were any fees and what the guidelines were and they told me that based on the contract all I had to do was cancel within 28 days.

  

  Business Response

  Date: 12/12/2022

  The customer originally purchased on 11/29/2022 and while the 10% admin fee applies as soon as the purchase is completed. However, because the request was submitted relatively quickly after the purchase, the 10% admin fee has been waived and the customer's case has been updated and will resolve in 15 business days. This case is now closed.