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: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 signed up for a certification course in 2021. I was set up on autodraft payments. The company stopped taking and attempting to take payments in July 2022. I have received no correspondence regarding my account since Dec 2021. I have been since sent to collections by NASM for debts owed. When I called to ask why they stopped charging me and why I was not notified of residual payments, I was told it was because I had asked them to stop calling me in December 2021. My account was suspended with them in Nov 2021 and I never regained access, even though I was making payments, on autodraft. Without access, I could not update bank cards or see my payment history or what was owed. I assumed after they stopped charging me that the account was paid off since I received no correspondence to prove otherwise. They could/would not explain why they stopped autodrafting my account and would not remove my charges from the collection agency. As I told the *** I spoke with, I have no problem paying debts I owe. What I have a problem with is not being told I owe debts that should've been solved with autodraft payments in the first place. I never authorized to remove my card from the payment account and they never attempted to bill me after July to my knowledge. I want to warn other consumers to not trust this company to do the right thing. They will, instead, blame you for their failures.

  

  Business Response

  Date: 11/22/2022

  We attempted to contact ************************* by phone on 11/22/2022. Contact information was left with **** so that we can continue to assist internally. In regards to the customers complaint, the claim that inconsistencies occurred during the customers payment plan are incorrect. According to the DocuSign that was sent to the customer, (also attached by the customer) she was signed up for a 11 month payment plan beginning on 8/26/2021 with a $1.00 down payment. That down payment would be followed by 10 payments of $48.95 starting on 9/26/2021 and a last payment of $48.90 on 7/26/2022. A credit card ending in **** was added for the scheduled autopayments. What followed was the customers monthly auto payments not occurring. This could be for many reasons but typically has to do with insufficient funding. The customer's payment on 9/26/2021 did not go through and was paid on 10/20/2021 when the customer called in. The customer's payment on 10/26/2021 did not go through and the customer called in on 11/1/2021 for the payment. As of 11/1/2021 the customers account was considered up to date. The card ending in **** continued to be attempted to be charged on the monthly payment date of 11/26/2021, 12/26/2021, and 1/26/2022. The customer did not make any payments to bring the account current. We did attempt to contact the customer regarding the missed payments, however, she stated that she would contact us to make payments later on. According to our records the customer requested billing calls and emails cease on 12/17/2021. An autopayment was drafted on 2/26/2021, but missed on 3/26/2021. All other payments in April, May, June, and July were collected on the autopayment date. As the card remained on file for the entirety of the payment plan the missed payments were due to an issue on the card side. As **** missed four payments, she will need to pay collections to regain access to her courses. Once **** is paid in full we will offer a courtesy full restart.

• 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.