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:09/17/2022

  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 purchased the self study CPT course from nasm.org on my mobile device. The course includes one exam attempt. I attempted to schedule the exam online, but it had expired. I called nasm.org and spoke with member services, who informed me that the exam must be scheduled 180 days from the purchase date and that an extension was $199. I tried to corroborate this but could not. I have no record of any expiration date. When purchasing the course online on my mobile device, there is nothing document that the course even expires at all. They could simply put the expiration date in the email confirmation when you purchase the course, but it is not stated anywhere.

  

  Business Response

  Date: 09/22/2022

  Customer opened two complaints for the same issue, we are responding in complaint #********

• Initial Complaint

  Date:09/16/2022

  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 purchased the self study CPT course from nasm.org on my mobile device. The course includes one exam attempt. I attempted to schedule the exam online, but it had expired. I called nasm.org and spoke with member services, who informed me that the exam must be scheduled 180 days from the purchase date and that an extension was $199. I tried to corroborate this but could not. I have no record of any expiration date. When purchasing the course online on my mobile device, there is nothing document that the course even expires at all. They could simply put the expiration date in the email confirmation when you purchase the course, but it is not stated anywhere.

  

  Business Response

  Date: 09/22/2022

  A member of management called the member on 9/19/2022 in which a 7 day curtesy extension was given to the member to test. Member was reminded of our extension options for the future should he need more time to test and member was okay with the resolution.

• Initial Complaint

  Date:09/13/2022

  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.

  We purchase NASM at the beginning of this year to fulfill spouses Lifestyle Change career to help others change. Most recently we have been having troubles with NASMs billing department in them withdrawing our account and then refunding the full amount back in days later without giving us notice other than the harassing phone calls to tell us that our account was in default. Earlier this year our family got really sick with COVID to put us behind in payments and although we made our monthly installments days later, we still found it hard to keep track of when NASM would withdrawal the account and then refund the money back making it very difficult. Adding to this our account debit cards/credit cards were compromised by unauthorized purchases and NASM would not accept direct account/routing payment which makes it even harder for us since we no longer choose to carry debit cards on our person and have everything automatically with-drawl from our account and NASM is the ONLY business that we have had this issue with. Amongst this all we have requested multiple times for our agreement which have failed to do on their behalf and only receive automated emails with no response, no compassion. We choose not to further continuing the career path that we had hoped for as NASM has made it unbearable to deal with on a month to month basis not able to log in due to the fact their billing has major issues and how their program is setup which is by far really not user friendly and complicate things by not notifying you that they decided to refund your money or at best step into the twenty first century where monthly account withdrawals are a thing and communication is key rather than harassing phone calls are made about account not in good standing. We dont want a refund we would just like to be left be, cancel this agreement and hopefully NASM changes the way they run their business.

  

  Business Response

  Date: 09/19/2022

  A member of management attempted to reach the customer on 9/15/2022 and again on 9/19/2022 via phone and email. However, we have not been able to get ahold of the member. An email was sent on 9/16/22 and on 9/19/22 with a direct phone number and email for the member to call us back for further assistance.

  Customer Answer

  Date: 09/19/2022

  
  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.
  
  the customer also has not reached out to me and have made multiple attempts in changing my phone number to the correct one. I do not have any voicemails regarding this. 

   

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

  
  

• Initial Complaint

  Date:08/30/2022

  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 enrolled in a class last July 2021. I then changed my mind and called to cancel. I was within the company's 28 day cancelation window. I was told no problem. Never heard another word from them until three days ago when I found an email from a COLLECTION AGENCY in my spam folder regarding a past balance due from them. I immediately contacted the collection agency and NASM but have not heard back. In 11 months this is the only communication I've received. I want NASM to immediately stop billing and confirm in writing that I will receive no further communication from them or their agency. Thank you.

  

  Business Response

  Date: 09/05/2022

  A member of our customer service management team connected with the customer on 9/5/2022. The customer indicated that they had cancelled prior to their 28 day time frame and never received further communications, however, this is not accurate. Our in house collections contact the customer multiple times from September to November. However, after further review of the payment plan in question, it was determined that an error took place when submitting the order that meant that the customer was never charged. As a result of this error we have submitted a cancellation for the loan in question. As no monies were ever paid by the customer no refund will be given. Another customer service team member left a voicemail with the customer indicating that the loan will be forgiven and the customers account will be closed.

• Initial Complaint

  Date:08/19/2022

  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.

  Date of transaction: 5/13/2022.
  Amount paid: $484.36 and I’m supposed to pay $1937.48.
  The business committed to provide, teach me on how to become a personal trainer. And my first month is going to be a demo free for a month. But I never got that free demo service and I was charged $484.36 instantly from my back. After then I wasn’t able to continue with the service and need to cancel the program.. but I was told I can’t cancel the program.. and I’ve been trying to tell them I won’t be able to pay even if I’m keep getting charged but there said there can’t do nothing.. but I was promise first month free service and never got it instead I was charged… that why I need a total dispute to this debt..
  Order id #: *****************

  

  Business Response

  Date: 08/24/2022

  A Representative of the member services leadership team attempted to contact the customer via phone on 8/23/2022 and 8/24/2022. The customer was also contacted via email on 8/23/2022 and 8/24/2022 however we were unsuccessful in connecting with the customer. After reviewing the complaint, We can confirm there was no 30 day free trial for the order referenced. Per the installment agreement the customer agreed to a down payment at the time of purchase on 5/13/2022, and monthly installments until the maturity date of: 8/12/2022. At this time we have provided member services contact information for the costumer to follow up with any resolutions we may be able to provide.

  Customer Answer

  Date: 08/30/2022

   Complainant ID :  ********

   Please I would like my claim to be reopen. I want to close my membership with (NASM)

  Before registering with them I was told I get a one month free demo before I get billed and it’s also on the website.. but I still got billed Immediately after registration and there wasn’t a free demo.

  
  

• Initial Complaint

  Date:08/14/2022

  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 elite-personal-trainer-program from nasm back in 2021.I was hesitant to do so because the monthly payments would put me in a difficult financial position but, they had their "sale" going with a timer that said the sale would end at midnight.I asked the representative if the sale will ever happen again, they informed me it ends at midnight and it would be best to jump on board because normally it is $12,000.00 I decided I had to take this "once in a lifetime" opportunity for $3,000.00 because I could never afford 12. It turns out the sale never ends. It is still going today. 8/13/2022 This is deceptive and I feel taken advantage of. I reached out multiple times and was denied a resolution, now they want me to pay hundreds more because my cpt exam expired even though they advertised it as not expiring and being able to take as long as I needed. I am fully disgusted and would like my money returned now. I will inform anyone I can of the truth that way they don't fall for this trick.

  

  Business Response

  Date: 08/16/2022

  A member of our management contacted the customer regarding his concerns. Once we reviewed his purchase it was determined that a cheaper price for the program was available during his return period. As we honor better promotions during the return period this customer was offered a lower price of $2499 compared to his original price of $2999. The customers request for a return/refund cannot be honored at this time as the customer is outside of the return period which ended 28 days after purchase (October 4th, 2021). The customer accepted this outcome and we have approved him for a full restart if requested prior to 1/1/2023.