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:11/15/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I enrolled in NASMs group fitness instruction course (***) on 10/7/22.The workplace I was hired at notified me that I wouldnt need that certification. I contacted the refund department provided by NASM on 10/24/22 at 11:37am to proceed with a refund for the course.The customer service rep assisted me with the process since it fell within NASMs 28-day return policy guidelines.The representative did an upselling technique and persuaded me to enroll in another course to go towards my CEUs.I complied and was then assisted in enrolling in their Corrective Exercise Course (***).This was with the condition that the original course was cancelled and refunded. I was told that the *** course was cancelled.When I logged into my student account the following day, I saw that I was still enrolled in the *** COURSE.I contacted the rep who assisted me with enrolling in the *** Course and he ensured, via email, that the *** COURSE was cancelled. A few weeks later, I got an excess amount if calls and emails from NASM representatives telling me my student account was suspended because I failed to make a payment. I no longer had access to my course. I told them that my payment plan werent set to begin until January 2023 for my new *** Class.The billing department/customer service representative, particularly ***********************, wouldnt give me any information via email in regard to why my account was suspended, why he needed my credit card information, and for what class I defaulted on.I explained that I would like all documentation through email so I have paper trail in case they were scamming me.He just kept bombarding me with messages to call a phone number and give my credit card information with no explanation of what I was paying for and why.The conduct was extremely unprofessional. Even after explaining that I had cancelled the course with the 28 day return policy,he still continues to email me with messages telling me my account is suspended and to give my credit card info.

  

  Business Response

  Date: 11/16/2022

  The customer was able to connect with ****** Services on 11/15/2022 and was able to get the original order refund request completed. The customer has received an email confirmation and the refund case will finishing processing in 15 business days or less. This is now resolved. 

  Customer Answer

  Date: 11/16/2022

  
  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 as long as NASM upholds their end of the agreement- upholds to their 28 refund policy, fully cancels the *** course and refunds the entire payment and cost of the course. In addition, waives any late penalties associated to the *** course, and negates the original payment policy contract associated with the *** course, as well as keeps my student account Unsuspended in compliance with the original agreement that I canceled the *** class within the 28 day return policy; and I am not responsible for any fess, fine or penalties related to this class.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************************
  
   
  

• Initial Complaint

  Date:11/14/2022

  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.

  I purchased a program on December 2021 and due to medical conditions I was not able to finish the program nor will be able to continue the program . I am currently treating with my medical evaluator and has provided me a letter in support to my request.

  

  Business Response

  Date: 11/16/2022

  NASM has a purchase policy that is final (or non-refundable) after the initial 28 days. NASM does understand that extenuating circumstances can occur and provide customers with an Out-of-Policy appeal process which goes over specific requirements that NASM can then review to assess if a late cancellation or loan forgiveness can proceed. Occasionally, but not often a full refund is possible as well, but the extenuating circumstances must occur within the enrollment period of the purchase, and the circumstance is commonly something that will affect a customer from ever being a personal trainer, or a significant loss of income that confirms a customer can no longer continue paying.

  The customer submitted an out-of-policy appeal in June of 2022 and was notified July 2022 that their appeal was not approved due to the extenuating circumstance happened prior to purchase and was offered a courtesy restart. If the customer has new additional documentation they are welcome to appeal. The documentation included currently would not be considered for a refund as the original order date was December 2021, and the dates stated on the submission are from September 2022 through November 2022, after the exam eligibility expired in June 2022.  

  Customer Answer

  Date: 11/16/2022

  I have provided the documents from my Medical evaluator and contact number is there if needed to contact to explain on my behalf why not able to proceed with the course. 

  

  Business Response

  Date: 11/22/2022

  The customer has been provided with instructions on the appeal process with ****** Services, and at this time the customer will need to appeal by following the correct channels with NASM directly. We are unable to proceed until the internal process is completed and regarding refunds NASM will look for an extenuating circumstance that occurred within the enrollment period of December 2021 through June 2022.  

• Initial Complaint

  Date:11/09/2022

  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 purchased a 1-year subscription to NASM for their CERTIFIED PERSONAL TRAINER course and exam for $629.30 on November 2, 2021. Order# ***-1117704-C2P7V When I logged on to access my CPT 7 exam before the years end, it says my ***** to test is expired. I emailed NASM a couple times before I got a response.I received a reply stating "members are provided 180 days from the date of purchase to study their materials and take the exam.*** one time was I ever told 180 days. NOT ONCE! *** in the several conversations I had with sales reps. *** in the several emails leading up to purchase and after. *** on my receipt. *** anywhere online when viewing my account & subscription info. It was always 1 year from the date of purchase. I even marked my calendar the day I purchased the service to remind myself to take the exam before it expires a year from then.Then NASM tells me there is "a $199 extension fee" if I still want to take the test. After *** already spent $629.30 on information I could have learned on ******* for free. But I wanted to use a respectable organization. I should have googled the words NASM and Scam before purchasing this subscription. Im very disappointed in what seems a calculated, deceptive withholding of information by NASM in order to get people to pay an extra $199 for their service. Why would you need a subscription for 12 months when you only have 6 months to take the test. Makes no sense. And if you only have six months to take the test, state that. But they train their sales employees to never mention it. To constantly tell you that you have a year from the date of purchase. Its very fraudulent. I am requesting a refund.

  

  Business Response

  Date: 11/16/2022

  Per the accreditation of the exam, it is only available for 180 days from date of purchase. On the website, under the FAQs it states in detail about the expiration date of the *** exam as well as within the online content and candidate handbook. At this time a member of the ****** Services Leadership team will connect with the customer for a positive resolution. 

• Initial Complaint

  Date:10/18/2022

  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.

  Paid $99 for a recertification that I was never contacted about receiving the payment o allow for continuation of my fitness certification. After several weeks, I reached to them and they advised me I did not provide them with enough documentation as needed. Not only was I unaware of any additional documentation, but when I clicked on the link on their website to RECRTIFY, it popped up in my "shopping cart", allowing an immediate checkout, with NOTHING EXTRA SHOWN TO BE NEEDED. I emailed them two more times after that, once on August 29 and again on Sept 11. Neither email was replied to. Since I cannot get a hold of anyone competent, I want my $99 refunded to me, and recertify my membership for TWO years as was advertised.Their deceitful tactic of not showing what is needed for recertification along with allowing the membership to be purchased WITHOUT showing additional documentation needed is clearly a scam, purposely intended to cause a fraudulent purchase.They need to fix their website organization ASAP as it allows someone to make their purchase without knowing of anything additional. Their customer service is subpar at best.Screenshots of the transaction and false advertising are included.

  

  Business Response

  Date: 10/21/2022

  The customer was able to process the recertification fee as it is a manual review process that requires other steps. This process has not changed since the initial time that the customer completed the recertification requirements and paid his recertification fee. Although a customer can purchase the recertification fee without completing the other steps for renewal, it is highly unlikely as the only way to add that product to your cart is by going through an entire page of recertification instructions and requirements. Again, the customer has already completed/paid for the exact process that he is describing. As this customer is outside of his renewal period we have approved a refund of the $99 recertification fee that was paid. A member of our management team has attempted to contact the customer by phone today and has emailed as well. We will continue to attempt to contact him.

  We would also encourage the customer to make sure his account information is up to date. The email that he contacted us on is not associated with his account and did not show up for assistance. We will ensure to update the customers email.

• Initial Complaint

  Date:10/08/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/16/2021 I was a pedestrian crossing the street legally in a crosswalk on my way to work (I am Certified Nursing Assistant - CNA at a hospital).I was run over by a car & received a tibial plateau fracture, moderate traumatic brain injury, my nose was knocked out of alignment, my upper jaw bone was fractured, 4 teeth were knocked out, etc. To date I have had 4 ************* have at least 2 more surgeries. When I was released from the hospital I had no idea exactly how my brain injury was going to affect me. In 4/2022 I wanted to sign up for NASMs nutrition program. I was told I could not take the nutrition program without taking the *** which I later found out from one of the customer service representatives was a LIE. When I signed up the customer service rep was aware I had a brain injury. By July, 2022 it was obvious I was not going to be able to finish the courses because I would try to read & was not able to remember what I read & I would get stuck on a sentence & could not read past it. NASM charged me $2,999.00. At the present time I owe $2,094.45. I am requesting a refund due to my Traumatic Brain Injury & not being able to retain information.My 1st appeal was sent 8/3 - it included all documentation from 2 week hospital stay for proof of Traumatic Brain Injury. NASM sent reply & denied my appeal. 8/29.My 2nd appeal 8/29(I was told by customer services to send again). Again sent documentation from 2 week hospital stay. NASM sent reply & denied my appeal 9/1.My 3rd appeal was sent 9/15 after doctor *********** on 9/15 with letter from doctor. Explained situation to doctor. Doctor wrote very general letter regarding my condition. Doctor feels NASM should not be asking for medical history due to HIPPA. 9/19 called customer services & requested that a manager call me.

  

  Business Response

  Date: 10/11/2022

  The members appeal that was received in September has been reviewed and resolved with a cancellation of the remaining amount. An email was sent to the member on 10/10/2022.

  Customer Answer

  Date: 10/11/2022

  
  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:10/06/2022

  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.

  Date of transaction - 10/1/22 Amount of transaction - $199 Purchase - Downpayment and installment plan for Elite course program Commitment by company - 28 day cancellation/refund period Nature of dispute - Upon cancellation (10/6/22 - well within the 28 day period) I was told by the representative that a 10% cancellation fee applies. I was fine with this, thinking it was 10% of the $199. However, I was told this fee was 10% of the entire program, and that my "$199 would cover it". I asked if there was a way to dispute or waive this, and was told no. This is an unscrupulous business practice. I paid $199 for 5 days of no product/no service, as I did not use the program and was well within the refund/cancellation period. Desired resolution - Refund of $199.Be VARY wary of entering into an installment plan with this company. I believed the 28 day refund/cancellation period was a true refund/cancellation period. It is not.

  

  Business Response

  Date: 10/07/2022

  Per NASM's Terms and Conditions, "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." and within the Return Policy, it also states, "A 10% administration fee is applied to all refunds and is based upon the Product Price, which is the total purchase price including applicable taxes minus all Standard Fees charged at the time of purchase." When the customer connected with ****** Services on 10/06/2022, they were notified correctly about the policy. 
  
  At this time, a representative of the ****** Services leadership team will connect via phone and/or email with the customer towards a possible resolution to this dispute.  

• Initial Complaint

  Date:09/28/2022

  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 purchase a package from NASM 10/8/2021. I had authorized a Mastercard for automatic payment. This Mastercard expired. When this happened I began to use a **** card to pay, this card WAS NOT enrolled in automatic payment. In May 2022 I fell behind in payments and NASM withdrew money from the **** card and this WAS NOT authorized. I contacted NASM about this matter and the representative confirmed that NASM received payment using my **** debit that I did not initiate. I was then transferred to a representative who put me on hold, ultimately saying that she would return my call within two business days. I instead received an email in which the representative misstated facts. From the complaints that I have read on this site, I can see that this is a recurrent issue with NASM, one that they have had to "correct" numerous times. I'm interested in filing a class action suit against them as it appears that these are not simple mistakes but a matter of consistently dishonest business practices.

  

  Business Response

  Date: 10/04/2022

  On 11/17/2021 we were contact by the customer to add the **** on file for monthly payments. Based on the verbiage that the customer used as well as the confirmation statement made by the agent, we authorized the **** for future automatic payments. As a courtesy we have authorized a refund for all automatic payments made after November of 2021. The customer will receive a refund $519.90 back on the **** that they have indicated. This refund may be by check which could take up to 45 business days. Although the customer will receive a refund, it will not be reduced from the amount owed from the order. This amount and any other payments that were missed are still due in order to be considered paid in full. Per our terms and conditions a past due means that access to the courses will not be available. The customer is encouraged to contact ****** Services if they have any additional questions or concerns.

• Initial Complaint

  Date:09/27/2022

  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 purchased the program on 7/6/22 and requested a refund 8/7/22 (3 days outside of the return period). I was never advised by the sales rep *************************** of the 28 day return period in email. She also completed the sale via text. No phone calls. I emailed ****************************************************** and ***************************************** on 8/7/22 with no response. I called on 8/31/22 and was told that due to extenuating circumstance (my father dying) that I would receive a refund by appealing. I am on short term disability. My dad died on 5/5 and I bought this course to try to keep my mind off his death. I can hardly get out of bed and have been diagnosed with complicated grief, depression, generalized anxiety disorder, ADHD, OCD, and PTSD. I am assuming the individual who denied my appeal on 9/20/22 has not lost a parent at the age of 27 nor gone through the grieving process. It is not a linear process. It comes and goes in waves. I never logged into the program online. I also am undergoing TMS treatment daily and provided another doctors note with no response. I have been on Short Term Disability for 21 weeks and provided adequate documentation to NASM to be refunded. I paid $998.18 in full and would like to be refunded this amount in its entirety.

  

  Business Response

  Date: 10/04/2022

  A member from our Management team has been in contact with the customer and has advised that we will be offering a full refund per the situation as discussed between our management team and the customer. That refund will need to be in the form of a check and could take up to 45 business days. The customer will need to get in contact with our ****** Services team in order to verify their address for the refund.

   

• Initial Complaint

  Date:09/20/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I purchased the nutritional coaching certification course from NASM, we resided in **********. Business was originally conducted via internet and online services for the class portal was paid in full. Unbeknownst at that time, the one year completion for certification started the day the courses were purchased(10/2021), rather than the day of initial login and actually use of study guide/online course.In February of 2022, personal reasons relocated me to HawaiiUSA. Around or about that time, I made phone contact with NASM customer service to cancel my subscription due to life changing events. Per customer service, I would need to petition this life changing event BUT at that time, ******************* offered a one time, one year extension to my online N.C certification to complete the courses. I was in the middle of a move and decided to continue with my written complaint for a full refund ($695). Two weeks later, my request was denied by upper management and a generic vm was left with these findings.I officially moved into my new residence in ****** by summer so I decided to contact customer service to ask for their original grace ****** of a one-time, full year extension to complete my courses. I spoke to **************** yesterday who advised that I would now, only be granted a free 30-day extension to my online course completion certification. However, for an additional $200, NASM would extend my subscription for another year. I sat on the phone for over an hour trying to utilize my original offer without penalty or additional charges to no avail. ******* was unable to transfer, provide a phone number or an email address to her lead associate ***** P or his manager ****************** Due to my time change I requested to schedule an actual phone conversation rather than have them call me back at their earliest convenience within the next 1 to 2 business days. I am very upset with their lack of empathy, any attempt to work with me and customer assistance with this matter.

  

  Business Response

  Date: 09/22/2022

  After speaking to the customer, we have come to a resolution. After investigating the account, we have offered the costumer an extension of their program. All parties involved were satisfied with this response.

  Customer Answer

  Date: 09/22/2022

  
  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:09/20/2022

  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.

  On 5/21/21 I purchased the NASM Certified Personal Trainer - Self-Study Program after speaking to one of their customer service reps. ** plan was to work towards the certification during my contract working on a cruise ship. I have been wanting to get certified for a while and I was able to work it into my budget by doing the monthly payment plan. The representative at NASM helped me with all my questions regarding the product including telling me that I would be able to print out the course material from a PDF file. This was the main reason I decided to purchase the course because while working on the ship I do not have any internet or cell phone service. When I got around to starting the course I could not figure out how to print it out. I reached out to NASM to inquire how to do it and I was told that the version of the course I have does not have a PDF. I tried to work with NASM to figure out how I would be able to complete the course (a goal i have had for a long time) but the solution they offered was a discount to purchase the textbook at a discounted price. I was not able to spend any more money on the course than I already did. Eventually I realized I would not be able to do the course under the circumstances but at that point I was outside of the NASM return window. I have not accessed the course beyond the first few slides and I have been trying to work with NASM for over a year the get a refund. I have spoken to multiple people and submitted all the forms, appeals and supporting documents they requested and I still have not been able to get a refund. The last communication made was an email that I sent on 5/14/22 and I have not received any response. I purchase a product that does not include a feature that it was marketed to have. I was not able to use the product because of this. It seems to be a very straightforward situation but I am having a difficult time with the refund from NASM.

  

  Business Response

  Date: 09/25/2022

  NASMs Return Policy 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..
  
  If for any reason a customer has an extenuating circumstance, the customer can submit for an Out-of-Policy Appeal that ****** Services will review to determine if an exception to the Return Policy will be granted.
  
  The customer originally purchased 05/2021 and had an appeal return against their favor on 05/2022. At this time, a representative of the ****** Services Leadership team will connect with the customer to achieve a possible resolution.