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: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. 

• 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.