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:09/09/2024

  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 was charged ****** as a down payment to a payment plan and i canceled the order two days latter on 09/09/2024 and was told my money went toward a 10 percent restocking fee. this is an electronic course online and not a physical product that needs to be restocked. I would like my ****** refunded to me.

  

  Business Response

  Date: 09/27/2024

  A member of our management team attempted to contact the customer on 9/27/2024 but was unsuccessful in doing so. We have advised the customer that we will be providing a full refund as a courtesy. That refund will still arrive within 15 business days

  Customer Answer

  Date: 09/29/2024

  
  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:09/04/2024

  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 initially signed up for CPT with NASM because they assured me the VA GI Bill covered the courses. I got signed up and paid the initial start up costs and was excited to start. I reached out to the VA to let them know and find out what I needed to do from there. The VA stated this is NOT one of their approved courses and would not offer reimbursements for it nor the certification test. I reached out on April 30th to immediately cancel and was told I wouldnt receive any refunds but the account would be closed. Today, now in August, I am being threatened to be sent to collections for a second account I was unaware was accidentally created during their cancellation. The *** says she cant cancel it despite the error and says I need to continue paying for it. This error on NASMs end is now a $1600 bill I cannot afford and for me to figure out. On top of that, they misled me to believe my VA benefits would cover the course. Bad business practice and very much a scam in my opinion.

  

  Business Response

  Date: 09/09/2024

  The customer originally purchased the program on 04/11/2024 with a program advisor utilizing military benefits as stated in the complaint.However, once notified the benefits were not applicable, the customer had the original order returned as stated, then repurchased a new order and downgraded their program with another program advisor on 04/30/2024, setting up the plan with installments and signed an installment contract. On 05/02/2024, the customer connected with *************** via phone and advised the courses were not loading onto his account, and the MS ***** was able to add the courses for access once more.

  
  Per the Terms and Conditions, section 5.3,  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, NASM/AFAA will not provide refunds or accept returns.

  
  At this time, a representative of the *************** management team will connect with the customer for an amicable resolution. 

• Initial Complaint

  Date:09/01/2024

  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.

  April 1, 2023 ******** Online materials for NASM certifications I appealed with a licensed physicians letter several times. I appealed several times and they kept asking for more medical information. After each denied appeal I gave them more information. It came to a point where my doctor said she did not feel comfortable giving them any more information because it would violate HIIPA. They denied my appeal each time even with a licensed physicians letter, saying I was unable to complete the certification. Unfortunately for me I was unable to complete the NASM certification course due to unforeseeable medical challenges. I appealed numerous times. Even with a licensed physicians letter, I was denied a refund because it was past the refund period. Due to my challenges I believed NASM would understand my late response. It is unconscionable that NASM would deny a refund to a senior citizen going through this challenge and on a fixed income.Thank you in advance

  

  Business Response

  Date: 09/09/2024

  Our management team has thoroughly reviewed the appeal submitted by the member. The member initially appealed for a cancellation on 10/11/2023, but her appeal was denied because the medical documentation did not clearly state that she was unable to complete an online course indefinitely. However, the member was granted a full extension on her account.
  
  The member submitted a second appeal on 1/5/2024, but it was also denied because the medical documentation did not indicate that she was unable to complete the online certification. The member was given 15 days to submit the correct documents for review. We reiterated to the member that we have never required a member to disclose documentation of HIPPA protected information. All members are held to the same standard of submitting an official letter from their medical professional stating whether the member is able to complete an online course, online exam and the dates to verify the timeline of the extenuating circumstance. Unfortunately, the member did not comply with this requirement, leading to the denial of her appeal.
  
  On 4/26/2024, the member submitted a third appeal. The most recent documentation indicated that she had a medical issue as of March 2024, preventing her from continuing with the course. However, the member's exam eligibility was from April 2023 to September 2023, meaning that the documentation provided does not indicate that the extenuating circumstances took place during their eligibility window. All previous appeals also did not address why she couldn't take the exam during that eligibility window. As a result, a cancellation was denied and an extension was approved. 

  At this time based on what has been provided to us we are unable to change the outcome of our decision. The member has been informed on the next steps for this internal process. We look forward to hearing back from them. 

  Customer Answer

  Date: 09/09/2024

  Unfortunately, my medical condition will not resolved over time it will continue to worsen. The condition is something that one can have for years before being diagnosed. This company refuses to accept the judgment of a licensed physician stating that I am unable to complete the course and exam. They continued to ask for the why which would expose the condition. Even jury duty accepted the judgment of the licensed physician stating I was unable do jury duty without state why. Again I am a senior citizen on a fixed income. This whole process has been a very heavy burden for me at this time in my life. The last sentence in the last appeal I sent the company stated any future appeals for a refund for this order will unfortunately be declined. Its obvious this company isnt interested in being fair they just want to make money even in hardship cases.

  

  Business Response

  Date: 09/27/2024

  We understand that the customer has had a significant medical history in the past year, and we have continued to work with this customer on those situations. The customer initially reached out to us on 4/15/2023 and on 8/18/2023, first inquiring about their course and then requesting an extension. We informed them of the appeal process, and in October of 2024, we received a refund appeal that included a letter from a medical professional stating that the customer needed an indefinite postponement of the course. Specific wording and dates were reviewed in this appeal. This request was denied as it was beyond the 6-month period of access to the exam and nothing indicated in the appeal or documentation that the customer couldn't take our course during the that time period. Additionally, it was found that the customer continually accessed the course during the 6-month period, even completing the CPR/AED course included in their purchased package, which indicates that the material was utilized by the customer, .

  The situation this customer is in is akin to a student accessing course materials during a semester of school but then failing to schedule and take their final exam. As we are not an academic institution, we offer some flexibility to our customers who may need additional help. A retest voucher allows the customer to take the *** exam at a later date which the customer had two of (One purchased initially and one given by NASM as a courtesy).This compromise to the customer waives a $199 fee.

  The customer mentioned financial difficulties; however, they do not owe us any further funds as they are paid in full. We are not requiring any additional money at this time from the customer, thus not adding to the customers financial burden.

  ********************** has no policy obligation to provide courtesy extension or refund, however, we have fulfilled our ethical obligation to our customer by providing an "indefinite extension" of their access, as long the product is supported.

  Customer Answer

  Date: 10/02/2024

  NASM was informed numerous times that the delayed response was due to the condition. It has been communicated multiple times to NASM that the condition will not improve over time offer of an extension is not helpful. It is a burden because the course can not be completed due to the condition. It is a lot of money to lose when youre a senior citizen on a fixed income. It is unethical because NASM keeps the money of a senior citizen on a fixed income who cant use the program. Does the NASM need the money that badly?

• Initial Complaint

  Date:08/16/2024

  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 thought getting a personal trainer certification would be a good move for my career. I found the signing agents to be very pushy, encouraging me to sign my contract via my phone while I was driving on the interstate during rush hour, which I communicated to them. It was a lot of pressure and I succumbed to it because I really did want this certification. I never heard from my "success coach" again. A few months later, I encountered significant financial hardship which resulted in me missing three months of payments, which I resumed following. Now they are calling me twice and thrice daily demanding that I pay those missing months today, hitting my credit report for past due account, and they are not sympathetic to my situation or that I have resumed my monthly payments for six months now. They are unwilling to help and say that "there is no path forward other than paying the balance" because their system is "automated". I also repeatedly expressed that I do not want to be called *** or have ***** used to refer to me, that my pronouns are they/them and that my prefix is Mx. One representative said that she would make a note of it then transferred me, and her supervisor repeatedly misgendered me saying "I'm sorry ***** I am upset that NASM is unwilling to work with me to extend my payments even though I am trying to reconcile in good faith and have a history of resuming payments. I begged several times for assistance, for an extension, and it was not granted. I said several times that NASM is exacerbating my financial hardship and they are unsympathetic. I will be out the full value of a certificate with nothing to show for it. I recommend pursuing a NASM certificate only if you are not planning to experience hardship- because NASM only cares about enforcing their predatory contracts.

  

  Business Response

  Date: 08/22/2024

  A member of our management team attempted to contact the customer by phone on 8/21 at 11 AM and 2 PM and on 8/22 at 11 AM. We were unable to reach the customer, however, we also provided the customer with an email to one of our managers for further communication.

  First and foremost, we want to apologize to the customer for the misuse of titles and pronouns. We want to honor the gender pronouns of our customers and we will ensure that this representative is coached and corrected moving forward. Regarding the customer's financial difficulties, we do have the ability to defer payments, however it would have needed to have been requested initially when the circumstances began. As we were not contacted by the customer until August 16th, we had no awareness of their financial difficulties. As the customer is currently past due and approaching the maturity date of the payment plan we would be unable to defer past or future payments. However, we are willing and happy to work with the customer and provide extensions when their account is not in a past due status. Additionally, depending on the extenuating circumstances the customer may be eligible for a cancellation of the remaining amount due. We would encourage the customer to contact us if they have additional questions on this resolution.

• Initial Complaint

  Date:08/08/2024

  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 certification course from the business and signed up for monthly installments. I received a receipt with a link to my student portal, but there were no courses attached to my account. After emailing about the issue and receiving no response, I called the customer support number for assistance. They were unable to solve my issue and when I requested for the order to be cancelled I was told I would have to pay the 10% admin fee even though a product was never received. A cancellation request was submitted, but no refund is being issued due to the fee being more than the initial installment. On top of that, they are saying they will be charging me with the remaining balance of the fee. I am basically paying for a headache and not receiving any sort of product compensation.

  

  Business Response

  Date: 08/15/2024

  A member of our management team had attempted to contact this customer by phone, however, was unsuccessful in doing so. This customer did have a unique error that was scheduled to be fixed before the customer requested a refund. Per our terms and conditions, any refunds requested within 28 days of purchasing is subject to a 10% admin fee that will be reduced from the amount paid initially. We do not collect the remaining balance if the first payment was less than the 10% admin fee. As this customer may have been given incorrect information as well as the technical error that was experienced we have requested a full refund be given. That refund will be the standard process of up to 15 business days. We have also emailed the customer a confirmation of this.

• Initial Complaint

  Date:08/07/2024

  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.

  On January 22,2024 I have purchased a personal trainer and nutrition courses for ******* . few days later I found out Im pregnant and since I have a very bad medical pregnancy history I called to cancel the courses . I tried to call/text and leave an online message on their website multiple times!! But got no respond back , there was days when I waited on the line trying to reach them for hours. Finally when I did , I found out I needed to email to a specific email address of them my intention to cancel and it did not matter I called the salesperson or customer service or left message online many many times . I then open an appeal case and send them all documents they required that proves my medical condition and my high risk pregnancy that required me to stay in bed with minimum movement most of the time . It took them months to get back to me and when they finally did there decision was that they will give me an extension of 180 days to take the test . 1. I tried to cancel this plan after only week 1/2 after I have purchase it which is within the 28 days police and got ignore for weeks!!2. My medical condition will take way more then 180 days .3. Im not longer have the desired, and ability to become a personal trainer !I feel scammed and very upset that instead of taking care of my health, I need to deal with this company for the past 7 months !!!! I will appreciate if you can help me deal with getting full refund . Thanks . *******************

  

  Business Response

  Date: 08/08/2024

  As per NASM return policy, all sales are considered final twenty-eight (28) days after the date of purchase. This policy is in place to ensure that we can continue to provide high-quality services and materials to our customers. According to our records, the purchase was made on January 22,2024, which set the end of the return period to February 19, 2024.
  
  We note that the first contact with ****** Services team occurred on March 15, 2024, which is beyond the stipulated return period.Additionally, we have on record an earlier interaction with a program advisor on March 11, 2024, regarding the possibility of freezing the account due to inability to commence the program until July at the earliest.
  
  Upon learning of your extenuating circumstances, the customer was informed of the option to submit an appeal against the return policy. From there, a chargeback was initiated in April 2024, followed by the submission of the appeal in June 2024.
  
  After reviewing the details of your appeal, which included documentation of the current inability to proceed with the course, we have decided to provide a full, complimentary extension. This extension will be available to the customer as soon as they are ready to continue with your studies.

• Initial Complaint

  Date:06/23/2024

  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 NASM to become a physical fitness instructor. During the time that I was allotted to have the online course, I got severely hurt twice one time, losing a finger and the next time fracturing my spine. I contacted ****** six different times to ask for an extension, willingly wanting to send in doctors notes. I could never get a direct answer and I always got the runaround. I do have doctors notes for both incidences where I was laid up for over six months so I did ask for a six month extension for the online course, I was given a vague answer and then nothing happens

  

  Business Response

  Date: 07/02/2024

  A representative of the ****** Services leadership team was able to be connected with the customer via phone on 06/28/2024 and provided some guidance on the extension process.

• Initial Complaint

  Date:05/23/2024

  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 originally bought the Elite package through NASM for $2,224.94 on March 23, 2023, on a monthly payment plan of $118.11. The first few months were going great. However, my child's health started regressing, and he needs more doctor ***** (1-2 a week). This does not include my other child's *****. This has taken a financial and mental toll on me. I tried to make it work, but I can no longer, so I contacted NASM on April 25, 2024, requesting a contract cancelation. They keep sending me cookie-cutter responses. The only thing they mentioned about cancelation is I didn't meet the "28-day window". I feel they have not even read my emails; they glance to see the topic and copy and paste a response. I asked to be contacted only through email, and they gave me a number to call. I have 1 payment that is late at the moment, but I have paid them approximately $1,653.54. I am not asking for a refund. I am just asking for my contract to be canceled. I have even said I would willingly relinquish the certifications I have earned if that helps.

  

  Business Response

  Date: 05/24/2024

  Upon careful examination of the recent communications between the customer and our ****** Services team, we would like to confirm that an email detailing the modifications to the order was sent on May 24, 2024.
  Please be assured that it will not be required for the customer to relinquish any certifications they acquired as a result of these changes. We appreciate their understanding and cooperation in this matter and look forward to a prosperous ongoing relationship.

  Customer Answer

  Date: 05/24/2024

  
  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. They have offered to reduce my total by what I owed. Still allowing me to have my certifications. 
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:05/08/2024

  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 have been studying the *** course with NASM. I am currently only using the textbook due my laptop not working properly. I noticed a few incorrect statement/information. When I called to speak to someone I was transferred to a Student Success coach. The coach informed me that the corrections are only made to the online material. I asked how am I supposed to know this information? when I was expressing my discontent, the coach proceeded to hang up on me. This completely unprofessional and poor customer service.This textbook cost me $200 and I expect it to have the correct information so I can be successful with the material and pass the exam. This is total professional negligence on NASMs part. There was no communications regarding the printing of incorrect information at any point in the past year since I purchased the course.I require the coach be reprimanded for hanging up on a customer and a new corrected textbook.

  

  Business Response

  Date: 05/10/2024

  We understand that the online nature of the program allows for real-time updates, ensuring that the content remains relevant and up-to-date. This is a significant advantage, and we encourage customers to access the most recent information directly through the online platform.
  
  The flexibility to access the course on various devices, including mobile phones, is also very convenient. We would consider utilizing a third-party location, such as a local library, should one encounter any issues with online access from personal devices.
  
  Regarding the hard copy textbook, we acknowledge the challenges with shipping logistics and the inability to incorporate small updates as swiftly as the online content and are always working to improve the customer experience. 
  
  Regarding the phone call with our ************************** on 05/08/2024, NASM will review the call and determine the next steps for our internal representative if needed.

  Customer Answer

  Date: 05/30/2024

  I am a current student with NASM for their ***, Nutrition, and Virtual coaching courses. I have found several sections with misinformation/incorrect information. When I reached out to NASM to ask if I was correct in my assessment of the information being taught by NASM, I was told yes, I was correct that NASM has printed incorrect information in the *** textbook. I was told that they were aware of one that I presented but not the other and she would take a note of it. She hung up on me as I was expressing my disappointment and dissatisfaction. I'm not sure how much more of the information in the text is incorrect but I do not have the time nor money to find out. I want a full refund for the courses. This is a lot of information to study!!! and every time we fail we have to pay to take it again, which seems really convenient and beneficial for NASM. Wrong info = failed exams = more money for NASM There is no way I can spend more time on a course that is not only teaching the wrong information as well as never providing any communications of the mistakes and the corrections. How is NASM taking accountability for this? How are ensuring students are successful? How are you ensuring all of your students are receiving the corrected information? What about when a student has already read that section and you corrected it now that that student has moved on from that section? How can you do this to people? and then to be hung up on. WOW! That is horrible customer service. This explains their 63% passing rate which can't be excused with "oh we are the hardest which makes us the best ''. NOPE! It means this company doesn't care about anything but money.
  

  
  

  

  Business Response

  Date: 05/31/2024

  We understand the importance of having accurate and up-to-date study materials, especially when preparing for an exam. Due to the nature of printed materials, updates can only be reflected in subsequent print editions or digital formats. Our course is also available via mobile device or can be accessed through third party computers found in libraries as an example as well. As stated earlier, regarding the interaction with the coach, we will investigate this matter and take appropriate steps to prevent a recurrence.

• Initial Complaint

  Date:05/07/2024

  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 for courses on September 4th, 2023 and tried to return/cancel several of the courses on September 27th-October 6th, 2023, before and after their 28-day return policy. I started by contacting the representative that set me up with my courses via email, to which he advised that I contact customer service. After that, I called customer service multiple times a day for over a week and no one answered the phone. October 6th, someone finally answers and tells me it is past the return/cancellation period and I am now stuck with the cost of these courses. I have since told them I am willing to pay for the courses that I completed which were only two courses, and they refuse to work with me even though this is their fault.

  

  Business Response

  Date: 05/14/2024

  A representative of the ****** Services Leadership team will attempt to connect with the customer via phone and if a call is not attainable, an email to schedule a call will be sent. When returns and refunds are requested, all inquires will need to go through ****** Services and Program Advisors are not able to assist. Upon connection with the customer, ********************** will move forward with an amicable solution. 

  

  Business Response

  Date: 05/14/2024

  A representative of the ****** Services Leadership team will attempt to connect with the customer via phone and if a call is not attainable, an email to schedule a call will be sent. When returns and refunds are requested, all inquires will need to go through ****** Services and Program Advisors are not able to assist. Upon connection with the customer, ********************** will move forward with an amicable solution.