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:08/26/2025

  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.

  I signed up for classes. I paid a down payment. I then ended up in a medical emergency and due to my medical issues, needed to cancel. I attempted calling but could not get through and so I sent 3 emails to 3 different addresses as info was not clear as to who to contact. I stated I needed to cancel and asked how to do so. I was informed via email they could not let me cancel as I missed a 7 day deadline by 3 days. I then called them on the phone and spoke with Iqbal who stated they needed to know my medical issues which I only let him know part of it but feel that is a total invasion of my privacy. My health information is private. Now i have to file an appeal to be released from this and get refund

  

  Business Response

  Date: 09/02/2025

  We appreciate the opportunity to respond and are sorry to hear about the customers medical emergency. Our programs include a clearly stated 7-day cancellation policy, acknowledged at purchase and login. While requests outside this window are not eligible for automatic cancellation, we do offer an appeal process for extenuating circumstances. Participation is optional, and while NASM does not require sensitive medical details, NASM will need enough context to fairly evaluate the request. Without an appeal, the original policy remains in effect.

  Customer Answer

  Date: 09/02/2025

  I provided context I am having severe medical issues.  This is what they are requiring...

  Disabling Injury or Serious Illness Requiring Hospitalization
  Signed letter from a medical professional on letterhead explaining the dates of illness and/or hospitalizations.
  If due to a medical condition, a signed letter from a medical professional on letterhead providing a brief explanation of how this condition limits the candidates ability to take an online course or exam.
  If you claim an illness or condition that existed prior to your purchase, you will need the medical letter to explain what has changed since making the purchase that now limits your ability to take an online course or exam.

  they are asking for dates of illness and hospitalization.  They are requiring medical information that they are not legally entitled to and forcing me to commit to a course I cannot due at this time and have not even started so they can get and keep money for a course I cannot do.  I was 3 days past their deadline that honestly I was not aware of.  If you go by business days it was 1.  Its ridiculous they operate business this way.  Are they that desperate for money a national organization would stoop to this level? 

  

  Business Response

  Date: 09/03/2025

  Our programs refer to the Terms and Conditions that include a clearly stated 7-day cancellation policy, acknowledged at purchase and login. While requests outside this window are not eligible for automatic cancellation, we offer an optional appeal process for extenuating circumstances. To fairly consider such requests, we ask for general documentation from a licensed professional confirming that the situation impacts the ability to participate. This is not intended to collect sensitive medical details or violate privacy.

  As of now, the customer has not submitted an appeal and a representative from our *************** leadership team will be reaching out directly the customer via phone to reach an amicable solution. 

  Customer Answer

  Date: 09/05/2025

  a member did reach out.per their guidelines I sentin my in last response they are asking for dates of illness, hospitalizations, reasons that I cannot perform due to illness which I will state again as I did to the representative that I believe this is protected information. My specific illness and dates are none of their business furthermoreasI stated in my response that I find deplorable that a company whose purpose is to train people to help others is at the very worst time of my life, dealing with a medical diagnosis is going to prioritize their financial gain over a person's well being. This is the message they are sending.  Even at a college or university wouldn't be this way.  I know because I have a masters.  I am someone who completes what I start however, medical reasons ***** that now.  Ishould be worrying about my health and wellness instead of fighting a greedy corporation who makes their money on promoting wellness and helping, which is a complete contradiction and hypocrisy on how they are treating me.  I will appeal but I WILL NOT provide my medical information it is protected by LAW!

• Initial Complaint

  Date:08/26/2025

  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 am a personal fitness trainer. I am required to renew my certification with NASM (national academy of sports medicine) every 2 years by completing 2.0 approved CEUs prior to certificate expiration date. I completed all required courses by due date and submitted to NASM. Problem: I was sent email congratulating me for earning my badge. When I go to get badge it says my certification is in a random audit. I called NASM 3 times and expressed my concern that I cannot work without my certification. I was told it was in the audit teams hands and they have 30 days to complete?? They sent me an email that my employer will not take because it has no certification #. I expressed this to NASM. The best I can get from them is dont worry it will really only be a few days, we will send a note to supervisor. Meanwhile Im canceling clients and not working and they are not concerned. Please help

  

  Business Response

  Date: 08/26/2025

  Per the Recertification handbook found on ******************************, "All renewal submissions are subject to a random audit. Representatives from the Recertification team will verify that all documentation is accurate and the courses submitted were completed in the correct credential window. If any issues arise, the credential holder will be notified via email with instructions for future steps to renew the credential." Audits can take up to 30 days for review, but the Recertification team will attempt to review them as fast as possible.

  In this scenario, the customer's audit has already been completed and the Certification has been renewed along with a new certification number as of 08/24/2025.

• Initial Complaint

  Date:08/21/2025

  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 July 8, 2025, I purchased a course for my continuing education on the NASM website. In addition to the course I needed, a membership subscription of ****** instead of my intended course was added to my cart without my awareness until after the purchase was completed. I requested a cancelation of the membership on the same day and was informed that it was non-refundable, and I would have to contact my bank. I contacted my bank, filed a dispute, the dispute was recently approved on 8/14/2025, and now NASM has suspended my access to my purchased catalog. I do not have access to any of my courses or my account on the ********************** website due to the suspension. I had contacted them (NASM) to discuss the matter and was informed that I wouldn't get access to my purchased course, which was a separate purchase of ****** from a different bank account, unless I removed the dispute and pay the full membership. I have informed them that I would be willing to pay 2 months max of a membership if that would mean I get access to my account since I need the course to maintain my professional licensure. However, that was denied as well. I have also asked for a refund of the course that I can no longer access because of them suspend my account, and that too was denied. I do not need a membership from the NASM website because I do not have a license or certification in Personal Training. Only a few courses on their website aligns with my Athletic Training Licensure/certification, at an additional cost to their membership, and having a membership to this entity will not aid my professional growth. I do not intend to pay a full year membership and just want access to my account, but all attempts of discussion and negotiation have failed. I am truly disappointed in the accounts of **********************.

  

  Business Response

  Date: 08/26/2025

  A review of the original order was completed and a modification to the customer's account has been made. They should have full access within three business days. 

• Initial Complaint

  Date:08/19/2025

  Type:Order 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 was scheduled to take my NASM exam on August 16, 2025. Unfortunately, there were several issues that prevented me from completing the test, many of which were outside of my control.First, PSI scheduled my exam for the wrong time zone (****** time instead of Arizona time). As a result, I was marked tardy when I attempted to log in. After contacting NASM, I was eventually allowed to proceed once the error was recognized. Following a successful system compatibility check, I logged in, but the system disconnected me shortly after.I immediately contacted IT support, who confirmed that my system met all compatibility requirements. Despite this, multiple attempts to log back in failed, with the system incorrectly flagging my camera as nonfunctional. After three unsuccessful attempts with tech supports assistance, it was determined that the best option would be to reschedule for an in-person exam.On Monday, August 18, I spoke with both NASM and PSI representatives. Despite **** technical team confirming that my equipment was compatible, I was informed that I would be required to pay a retake fee due to either internet speed or camera failure. However, the minimum technical requirements for internet and camera specifications were never provided to me prior to the exam.Given these circumstancesspecifically the initial scheduling error, the system malfunctions, and the lack of clear technical requirementsI do not believe I should be held responsible for an additional fee to retake the test. At this point, I feel this situation has been mishandled, and I am considering pursuing certification through a different organization if it cannot be resolved fairly.I respectfully request that the retake fee be waived so I may complete my certification with NASM as originally intended.

  

  Business Response

  Date: 08/20/2025

  A representative of the *************** leadership team will review the issues with the scheduling of the exam and attempt to connect with the customer via phone and email on 08/21/2025 for an amicable solution.

  Customer Answer

  Date: 08/23/2025

  I received a call from NASM on 8/21/25 at 10:29 a.m. Unfortunately, I was on a call at work and could not answer the call.  I tried returning the call but the number they called from is from the  800 call center. I looked for a voicemail or email with contact information on who to ask for, and there was nothing.  Please make arrangements to contact me. Thank you! 

  

  Business Response

  Date: 08/28/2025

  The customer was able to connect with *************** via phone on 08/25/2025, this case is resolved. 

  Customer Answer

  Date: 09/05/2025

  
  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,
  
  ***** ********
  
   
  

• Initial Complaint

  Date:08/14/2025

  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.

  Having issues with login. Technical support takes forever to get on phone. I paid 900 dollars I cant study for this service. I have emailed called and complain. Trying to study and I cant login. Tech support doesnt speak English well

  

  Business Response

  Date: 08/18/2025

  Our records show the customer has been in communication with *************** since 07/28/2025 via email regarding the technical issues. At this time, a representative of the *************** team will directly reach out via phone for real time assistance as well as offer a consolation for the trouble.

  Customer Answer

  Date: 08/20/2025

  
  
  It took over two weeks to receive a response to my initial inquiry, which significantly disrupted my ability to study and access the support that was advertised. The delay cost me valuable study time, and the technical assistance that was supposed to be available was essentially nonexistentunless I escalated the issue externally.
  A backdoor had to be created to access the system, which is a known issue that could have been resolved promptly had someone simply picked up the phone. This unnecessary delay caused further frustration and wasted time that could have been used for studying.
  Given these circumstances, I am requesting an extension of my course access through February to compensate for the lost time. Additionally, I would like access to online study assistance or tutoring support to help me get back on track.
  I believe this is a fair and reasonable resolution considering the impact this delay has had on my progress. I look forward to your timely response. No action would have been taken had I not contacted the better Business bureau.
  
  
  

  

  Business Response

  Date: 08/26/2025

  Our records show the customer was able to proceed with logging in on 08/18/2025, however to be safe, a representative of the *************** leadership team will reach out via phone to determine if there is still an error among offering an amicable solution. 

  Customer Answer

  Date: 08/28/2025

  I paid 900 for a electric package. I was told there would be technical support which there's not they don't speak English they don't answer their calls in a timely manner it takes 20 minutes to get anybody on the phone that took 2 weeks to resolve my issue they need to do better. They have never regard for their customers and provide a bad package 

• 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:07/15/2025

  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.

  Hello. I'm from ******* and I signed up for a bundle on April 22, 2025 which included the *** course, CNC course, CES course and CPR/AED course. I've only used one card and that is my **** card which I got in *******. Initially, I hesitated on purchasing and I got a call from NASM about my abandoned cart. I was able to schedule a call for assistance in purchasing the bundle. I got that done using my Antiguan **** card. I also made my second payment on May 28 using the exact same card. However, I got locked out about 2 weeks ago because of failure to pay on time. I had issues making the payment today and spoke to customer service. I was shocked to hear that they can't accept payments from international cards? Why was I never told of that before? Especially when I signed up over the phone and shared my ************* information with the agent? Why did my other transactions go through successfully? I just found a ******** post from a few people last year who had the same issue! So why is NASM allowing initial purchases of their courses only to lock someone out and no longer accept payments when they've already taken money? I've invested my money into this and should not be having issues with payment when I was already using this card and was not informed about issues with international cards. Please fix this!I only work part-time (at a gym/cafe) and make $260XCD ($96USD) per week so saving is a bit difficult. I understand that I could have foreseen this, however the offer I got during my job interview was that my pay would begin at a higher rate than it is presently and that I would have other commission-based jobs (such as supplement deliveries and cafe work), but those offers fell through and my boss has not kept his word. I took on this bundle because I was assured that I would be allowed to train at the gym once certified, which is no longer the case. However, I still want to get certified and worked hard for the money to regain access to my course.

  

  Business Response

  Date: 07/16/2025

  NASM recently had a system update with the international payment processor but as of 07/16/2025, the International team was informed of the error received and will be connecting with the customer via email to set up and fix the reoccurring payments. This matter will be resolved once the new payment plan is set up.

  Customer Answer

  Date: 07/19/2025

  I was told on Wednesday that I would receive a ****** link to make my payment and have not received it yet.

  

  Business Response

  Date: 08/08/2025

  There was a potential systems delay in getting the link sent to the customer but *************** resent the request on 08/07/2025 so the customer can resume their program. The last correspondence between the customer and *************** was on 07/29/2025 so we apologize for the delay.