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:07/30/2025

  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.

  On 8/11/2021 I purchased the Master Trainer program that totaled over $3000 at the time for multiple certifications that also gave me lifetime access and assistance. At the time of 3/15/2023 I started having issues with accessing my content. I would gain access to then lose access a week later. This continued to occur and became more and more difficult to work on as the next two years went on. During the course of this time I have made multiple attempts to rectify. The past 6 months of this year I have made 3 phone calls all averaging ***** minutes to be told that my account is locked and they can not assist me till a later date. I have been hung up on as well as untimely response to my continued complaints (I would send a message and it would take 2-3 weeks to get a response. I resorted to written correspondence to be able to have a record.)My last attempt began this past Sunday on July 27th where I spoke with ******. She was kind and tried to help me but was not able to and told me I would need to call again the next day. I used the chat feature and the messaging feature as well as make a complaint to the frustration. I have not received any response or assistance. ****** stated a ticket was created (this had been the third I was told of in which she said no one ever created a ticket before for you.)At this time I am just looking for a refund of the funds.

  

  Business Response

  Date: 08/06/2025

  NASM's records show the customer was able to connect with *************** and get access back into their account due to the status of what they purchased back in 2021. After an additional review, the *** exam as well has been readded onto the account and the customer has full access to all courses.

• Initial Complaint

  Date:07/30/2025

  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 enrolled in the NASM Certified Personal Trainer course and began accessing the course online on August 21, 2024. When I first inquired about exam enrollment, I received a phone call from a NASM customer representative who clearly told me that I had one full year to complete the course at my own pace. Based on this information, I intentionally completed my other two NASM courses (Nutrition and Womens Fitness) first, then focused on the *** ********* of July 9, 2025, when I went to schedule my *** exam (which would have been my first and only attempt), the system said the exam might have expired. I immediately contacted the NASM team for clarification. To my surprise, they informed me that the exam eligibility had expired after 180 days, and now I would need to pay an additional $199 to take the exam even though my course access is still valid until August 20, ******* no point during the course onboarding or in the online platform was this 180-day exam expiration made clearly visible or explicitly stated. In fact, my course dashboard still shows access to all *** course modules, but no warning or deadline regarding the exam voucher. The instructions I did see only outlined how to enroll in the exam not by when.I have made monthly payments of nearly $100, completing almost the entire payment plan and successfully completing the course. Despite multiple polite requests for a one-time courtesy or clarification, NASM has insisted on charging me an extra $199 to access something I was led to believe was included for the entire year.I believe this is a misleading and unfair practice and should be addressed. Im filing this complaint in hopes of receiving a fair resolution and to raise awareness so other students dont fall into the same situation.

  

  Business Response

  Date: 08/07/2025

  NASM's *** program is split into two sections: the content and the exam. The content is available for five years from date of purchase to study for the exam, as well as have references to it post passing for additional time. The exam is available for ********************************************* the Terms and Conditions, ******************************, the Candidate Handbook that is on the website and course, and when proceeding in the online content. When initially starting the online content, all candidates are required to attest to the course and Terms and Conditions. 
  
  Specializations can be available for one year from date of purchase, but for the *** it has always been 180 days per accreditation standards. After a review of this account, ********************** will grant a courtesy extension to the exam available right away and the customer can proceed. 

• Initial Complaint

  Date:07/24/2025

  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 signed up for a special year-long program called NASM 1 that is for personal trainers to have continuous access to education, making it easier to keep up on continuing *** The agreement was a 12-month agreement at $35.00 a month, and then I could cancel after that. I logged onto my account to cancel this because I'm not using it. They autorenewed me without my consent and now have locked me into another 12-month agreement, billing me until July 2026! I called to ask why they didn't even notify me beforehand. They said they would cancel me but continue billing me until my unconsented agreement was up! Here's what I want to happen: I need them to stop billing me and to end my contract with them immediately. I never consented to this - I was waiting for my 12 months to be up so I could cancel. This practice is dishonest and really reeks of financial despair and desperation .

  

  Business Response

  Date: 07/30/2025

  NASM has a 12 month agreement with subscriptions and it is advised in the Terms and Conditions, section 5.1(c), "To cancel the auto-renewal of 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. If you change your mind after cancelling, you can reactivate your subscription up until the end of the term. If you let your subscription expire, you will need to repurchase a subscription: your subscription will not auto-renew once cancelled."
  
  However, the customer was able to connect with *************** via social media and via phone on 07/30/2025 and the subscription is now cancelled and a refund of the last payment will be processed within 15 business days.
  
  

• Initial Complaint

  Date:07/18/2025

  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.

  NASM has gone rogue. They are not understanding about education only about money. I was not given my lawful right to pause my course while injured from work and on disability leave. I sent them a doctor's letter of complete disability and asked them to pause my course 5 months ago. They keep sending me to call center in *****. Further, I've called about 10x and their customer service is horrible. They don't listen. I'm willing to do a partial payment if they extend my course for the amount of time advertised and needed to study and pass. They stole my money and won't work with me. They locked me out the course even though I've made payments. I'm willing to pay the entire past amount due if they unlock my course and extend my test and exam time. Today is supposed to be my last day. ***** didn't help, none of the **** helped.

  

  Business Response

  Date: 07/24/2025

  After reviewing the customer's account, it appears there was some confusion between email communication between different departments. The customer was able to connect with a representative of the **************** leadership team on 07/23/2025 via phone and was a provided an amicable solution to their account issues. 

• Initial Complaint

  Date:07/14/2025

  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.

  This company seems to have a large issue with payment processing. Everytime I missed a payment and went back to pay said payment I would get charged double and be forced to speak with customer service tp ge the money refunded. Knowing this issue I decided to completey pay off my afaa certificate. Of course I would be charged double for this what should have been 180 dollars became 400. It took 5 days for me to see my 200 dollars come back which caused me not to eat for a couple days. Now after dealing with that I check my account and see that ********************** took more money from me again but I should not have any outstanding balance as everything was paid off. It seems they have complete restarted my group exercise certificate payments causing me to know owe and additional 200 dollars. This company has consistently tried to take more than what I paid for and I will never be recommending anyone to get a nasm or afaa certificate as this greedy company refuses to fix there systemic payment issues. Better go get certified with ace maybe the will only charge you for what you owe.

  

  Business Response

  Date: 07/16/2025

  NASM has been actively working with the customer and a refund for the discrepancy in his account has been submitted as of 07/14/2025. The refund case will be processed within 15 business days.  

• Initial Complaint

  Date:07/13/2025

  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 NASM Certified Nutrition Coach course and paid in full, but never accessed or attempted the exam. Before I had a chance to use what I paid for, the exam expired, and I was told I must pay an additional $199 or join a membership program to access the exam. This is unreasonable, as I never received what I originally paid for access to the exam.Desired Resolution:I want either: Free reinstatement of the exam access I never used, or A refund for the portion of the course I was denied access to.

  

  Business Response

  Date: 07/16/2025

  The customer purchased the ********************** Certified Nutrition Coach (CNC) program, which includes a one-year exam window, as outlined in our Terms and Conditions, section 7. This information is also presented during course login, where users must acknowledge the terms before proceeding with the content. While the exam window expired, as a courtesy, weve added a complimentary extension that is available right away for the customer to access, as well as three attempts

• Initial Complaint

  Date:06/23/2025

  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 enrolled in the Certified Personal Trainer program through NASM and was scheduled to take the proctored exam through their third-party provider, PSI.During the exam, I experienced a system failure that caused me to be locked out. I immediately followed protocol by contacting PSI support, received a reference number, and logged the time and length of the call. Despite taking the proper steps, I was denied access to continue or complete the exam.When I reached out to NASM to report the issue and request a fair resolution, they claimed there was no record of my call to PSI (despite my having proof and documentation) and only offered a partial discount off a $199 retake fee. They refused to take further accountability or provide adequate support.This incident was entirely out of my control, and I took every step as instructed. The lack of responsibility, compassion, and resolution from NASM has left me disillusioned. I no longer trust or wish to be affiliated with NASM or its certification ********** make matters worse, I am still being held responsible for six more months of payments toward a program I no longer intend to complete due to the mishandling of this situation and the emotional toll it has caused.I am requesting:A full refund of all payments made to date,A cancellation of all remaining installment payments,And termination of my certification enrollment without any financial or contractual obligations moving forward.

  

  Business Response

  Date: 06/27/2025

  NASM uses a third party proctoring service and in the event of technical errors, will have to rely on the information provided by that third party and/or the customer interaction. After a review of the customer's dispute, ********************** was able to verify that a ticket was raised after initial reports advised there was not. At this time, *************** will reach out to the customer for an amicable resolution and set them up for success.

  Customer Answer

  Date: 06/28/2025

  Im still evaluating whether I wish to continue with this certification due to the emotional and financial strain caused by how this was initially mishandled. No concrete resolution (such as a refund, cancellation of payments, fee waiver or extended access) has been offered yet. I do not consider the matter resolved.
  
  

  

  Business Response

  Date: 07/01/2025

  *************** reached out to the customer via email on 06/30/2025 advising of the dispute with *** and offered a more amicable exam resolution. As of this writing, the customer has not responded to ***************. 

• Initial Complaint

  Date:06/19/2025

  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.

  Back in March 2024, I spoke with a NASM sales person because I was interested in their Wellness Coaching package. He convinced me to go for a very expensive bundle including the **** CNC, CES, and PES which I began paying for monthly and am still paying for monthly. I entered college to become a licensed massage therapist around the same time so I could not finish the courses in one year but have been working to complete them since graduating in February 2025. I just recently paid the extra fee of $99 to have my PES exams restored to my account and they were supposed to be available for a year... Now as of today, NASM has removed my entire PES course. The only notification was from a voicemail left on my old phone that barely works and I have since reached out to NASM via phone and email requesting that they discuss this matter with me but have received no response from them and they never answer the phone. I used to think NASM was top of the line in the fitness industry but now I see I am sadly mistaken. They are coming across more and more like a scam company that is not in the business to create quality fitness experts and professionals but is simply scamming people out of their money and not providing what they originally promised. I intend to take this further, even as far as seeking legal advice on how to proceed.

  

  Business Response

  Date: 06/20/2025

  All NASM exams will have an expiration date ranging from 180 days to five years depending on the specific exam, and when logging into the Customer Portal on ******************************, customers can identify the specific expiration date per course and exam. In addition to expiration dates, our courses are always being updated to reflect current research and data in the exercise science field and occasionally a new edition will be released. In this situation, the customer had a previous edition of the course that has just been retired due the newest edition now being out for over one year. 
  
  However, a representative of the *************** leadership team will connect with the customer for an amicable resolution.  

  Customer Answer

  Date: 06/25/2025

  In this situation,  I just repurchased the *** exam! Why was I not told then that the course would be retire

  

  Business Response

  Date: 07/01/2025

  *************** was able to connect with the customer via phone on 06/26/2025 and a resolution was achieved. 

• Initial Complaint

  Date:06/11/2025

  Type:Customer Service 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 filing a formal complaint against the National Academy of Sports Medicine (NASM) regarding their mishandling of my appeal request and failure to honor their own stated policies.On December 8, 2024, I enrolled in a program with NASM. After experiencing a significant medical issue and subsequently losing my job, I submitted a cancellation request in January of 2025 ( I don't have the exact date) via phone. I was told to speak with **************** I was on hold for almost 1/2 hour. I kept trying for over TWO MONTHS, with no help. FINALLY a customer service representative from ***** said to sumbit an appeal email to the Appeals Team and I did so on March 3, 2025 along with my letter of Unemployment dermination. On March 5th I received an email from the Appeals team that I am out of the return policy date and I will need to submit my unemployment documentation and I did so AGAIN. According to NASMs policy, individuals who become unemployed are eligible for removal the program upon submission of unemployment documentation.I provided the requested proof of unemployment via email per their request which clearly states that Unemployment is a extenuating circumstance. NASMs policy states that a decision will be made within 14 - 30 business days. However, I did not receive any response for five months, despite multiple follow-up emails and voicemails. When I finally received a response, on May 29, 2025 my appeal had been deniedwithout explanation or acknowledgment of the documentation I submitted. I also keep receiving emails this will be sent to a collection agency. This level of neglect and disregard for both policy and communication is unacceptable. I am currently unemployed and was relying on a timely and fair review of my appeal. The extended delay, lack of accountability, and inadequate communication have caused me significant stress and financial strain.I am requesting the BBB investigate this matter.

  

  Business Response

  Date: 06/18/2025

  Thank you for contacting us regarding the complaint from ****** *****. We appreciate the opportunity to clarify the situation.

  Complaint Overview: ****** requested cancellation of their program enrollment, citing unemployment as an extenuating circumstance. The customer initially purchased on December 8, 2024, and December 20, 2024; however, these orders were returned, and the customer repurchased on January 9, 2025. The unemployment documentation submitted was dated January 7, 2025, indicating that the unemployment status began before the final enrollment in the program.

  Policy Explanation: We review extenuating circumstances submitted by customers for requests related to out-of-policy cancellations, refunds, or extensions. However, these exceptions are neither guaranteed nor outlined in our official purchase policy and would be made as a courtesy. While we typically consider requests associated with unemployment, ****** ******* unemployment status prior to enrolling does not meet the criteria of an extenuating circumstance as the customer was aware of their unemployment prior to purchase.

  Resolution: Although the appeal was denied based on these criteria, we remain committed to assisting the customer. A member of our management team has attempted to contact ****** and will continue to do so regarding potential extensions that may be offered once the account is in good standing. Currently, the account is past due, which affects eligibility for access.

• Initial Complaint

  Date:06/03/2025

  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 purchased the NASM bundle on January 3, 2025. I attempted to cancel on January 7, 2025, after I realized that I really could not afford it, even with the monthly installments. However, I later realized that, after reaching back out to NASM in March 2025, I had incorrectly typed the email address to whom the cancellation email was sent. I followed back up with NASM to accept responsibility for this mistake but to see if there was anything that could be done. I was not seeking a refund for what had been paid, but rather to cancel all of the programs. I made clear that I still cannot financially afford the remaining cost as I have been caring for my immediate family members in my household who have been laid-off, to which I was told - rather, a copy-pasted email of "extenuating circumstances" was sent to me - that this was not grounds for appeal. Life happens and circumstances change, and I would rather my family be taken care of. For NASM to not recognize this as an extenuating circumstance is troubling. Financial hardship is real. Furthermore, I have since discovered that the "go at your own pace" that was advertised is not so, as I have learned that these courses expire. This was not communicated to me in any manner, and with all that I am doing to care for my family, I cannot foresee myself being able to complete any of these courses, and as I cannot even afford the payments now, I definitely cannot afford an extension. The expiration of these courses should have been made abundantly clear BEFORE a purchase is made. Any attempts I have made to contact NASM have essentially failed, as it takes 2+ weeks to hear back, and if there is a response, it is just a copy-paste of the policy. I understand there is a policy, but there is also life, and my life right now is focused on ensuring my family is cared for. As mentioned, I recognize I am at fault for emailing an incorrect email address and simply want to cancel anything remaining as I will not be able to use it.

  

  Business Response

  Date: 06/13/2025

  NASM has reviewed all aspects of the customer's account and interactions with *************** and was able to find documentation regarding the original return request. We have provided a resolution for the customer and this matter will be resolved and closed.

  Customer Answer

  Date: 06/16/2025

  
  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,
  
  ** ********