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:01/18/2024

  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 was enrolled in the *** ACCREDITED certificate program in July 2023. October 2023 I was notified that the program is no longer accredited with no explanation as to why. I requested a refund and have been given the run around since then. Seven phone calls and multiple request for follow up from management have not happened. When I have asked to speak to management directly, I have been told no management is available. Each time I call I am told that a check has been cut but since I still havent gotten a check it appears holding refund checks for an indiscriminate amount of time is a business practice of NASM. The money really should be refunded to my credit card since it was the original form of payment. However, as a reasonable consumer I recognize that a companys SOP may not always be streamlined or effective which requires alternative solutions. I just want my money back.

  

  Business Response

  Date: 01/22/2024

  This issue has been escalated and a member of our management team has attempted to contact this customer. A refund was offered and accepted as of 11/2/2023. As the payment was beyond a certain time period a check had to be sent to the customer. That process would typically take up to 45 days, however, an internal error caused this check not to be sent. That error was corrected and a check was sent to the address verified by the customer on 1/3/2024. That check either should have arrived or will arrive soon. The customer can reach back out to our management team who will work directly with the customer to ensure the money is received.

• Initial Complaint

  Date:01/12/2024

  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 $899 for A holiday special of two services for the price of one. I realized thats not what I wanted and called for a refund and to get the program/service I wanted well I was quoted $349 for the self-study CPT.Well when I looked at my statement I was charged $451 and sent a book I never wanted. Its still in the case it came inNot only was I charged an additional $100+, Im still waiting for a $899 refund from 12/22/23.Thats a grand total of $1350 when I should have only paid $349+ tax . I am not rich and this is a HUGE inconvenience. This is wrong and horrible business model. When I call or email, nobody is available. When I try and contact member services nobody is available.

  

  Business Response

  Date: 01/17/2024

  A refund for $899 was processed and completed on 01/16/2024, as refunds and returns can take up to 15 business days to process. In regards to the Self-Study program, the customer connected via phone with a ********************** Program Advisor and was sold a $349 course in addition to a $79 textbook plus applicable taxes and shipping, resulting in a final total of $451.47 on 12/22/2023.
  
  On 01/12/2024, the customer called into ********************** Program Advisors escalated about a refund for a textbook that they did not want. On 01/15/2024, a representative of ****** Services connected with the customer via phone and the customer explained the dispute regarding the extra textbook charge. Due to the nature of the call on 01/15, the recording of the sales all from 12/22/2023 was pulled and confirmed that the textbook purchase and price was informed by the program advisor and the customer agreed to the purchase. The customer was advised of the call resolution via email on 01/15/2024, advising that an additional refund for the textbook was not available.   

  Customer Answer

  Date: 01/17/2024

  
  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:01/11/2024

  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.

  I had enrolled in a program with NASM and a week later I unexpectedly fell Ill and was put into a coma. In which time I lost the employment that I had to pay the payment plan. By the time I got out of the coma and out of the hospital the 28 day timeframe to cancel was up so I attempted to contact them by phone with no success and submitted the forms for a medical *************************** and release of contract. It clearly states to allow 15 business days to review and has been well over that and still I have not heard from them Im which time Im being harassed about payment and payment is being attempted to be taken from my account I have disputed this and still nothing

  

  Business Response

  Date: 01/17/2024

  When submitting for an out of policy appeal, customers are required to fill out an internal form and attach supporting documentation of an extenuating circumstance in PDF format. In the initial email, the supporting documentation was included in the body of the email, potentially causing a delay. The review and appeal was finalized and the customer was notified of their appeal status via email on 12/26/2023. A refund case is currently being processed and the account is closed. 

• Initial Complaint

  Date:01/05/2024

  Type:Billing 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.

  On 11/08/2021, I earned my National Academy of Sports Medicine Certified Personal Trainer (NASM CPT) certification, which expired on 11/8/2023. On 11/16/2023, I received the attached email from NASM offering a "90-day grace ****** to help avoid a lapse in certification", during which time I could obtain the necessary CEUs and CPR/AED certifications to continue my CPT certification.On 12/20/23, ******************************* and ********************* provided (by phone and email) info about CEUs that would fulfill the "recertification". I completed them at an expense of ~$250.00.On 12/29/23, Ahlora ******* accepted my credit card information to process "Recertify for Life" at a rate of $300.00.Though I asked about any additional fees associated with "recertification", neither party informed me that any late fee would be required.AFTER I had committed hundreds of dollars to my "recertification" and uploaded my documents, I was prompted to pay a $30.00 late fee. According to "******", via online chat on 1/2/24, she was not willing or able to waive the $30.00 late fee even though the initial offer from *******************************/NASM was a "90-day grace ****** to help avoid a lapse in certification".On 1/2/24, I contacted ******************************* to request clarification about the grace ******. She indicated she was neither willing nor able to waive the late fee.On 1/5/24, I contacted NASM directly; per *** at 2:29 p.m. Eastern, she was neither willing nor able to waive the $30.00 late fee. I tried to explain that NASM's own language of "90-day grace ****** to help avoid a lapse in certification" implied that I was still certified; thus, a late fee would not apply. She denied my request. She hung up on me. The calls are monitored.Given that NASM offers a "90-day grace ****** to help avoid a lapse in certification", I seek the following resolution: NASM waives the $30.00 so that I may utilize the certification in which I already invested more than $550.00.

  

  Business Response

  Date: 01/12/2024

  A member of our management team will be reaching out to this customer to advise a one-time courtesy waiver of the customers $30 late fee provided they have completed all their renewal requirements. Due to the customers confusion, we have provided this solution to her recertification process. For future circumstances, the member will be required to pay any fees associated with a late renewal. To clarify, all customers certificates requiring renewal are valid for a ****** of 2 years. Once this expiration date has passed the certificate is not considered valid any longer. Per our guidelines we will allow a customer to renew up to a year past their expiration date, however, there are requirements that must be met to do so. Our customers are provided with a 90-day grace ****** to continue to pursue the renewal of their certificate, this ****** does not mean your certificate is no longer expired. This time allows you to still complete the renewal requirements associated with the certificate renewal such as earning their CEUs or CPR/AED. If the customer earns their CEUs during the ****** ****** and/or the 90-day grace ****** they can renew up to a year past their certificates expiration date. If they dont recertify until after 90 days the late fee goes from $30 to $50 due to the time passed since their certificate expired. If the requirements are not met during the afore-mentioned time they will be unable to renew and will be required to re-enroll to obtain a valid certificate. The member must earn all required CEUs during the 2-year certificate ****** or in the 90-day grace ******, we will not accept any CEUs completed before or after this time due to our accreditation requirements. Per our website RFL only covers standard fees for the renewal aka the $99 renewal fee, this does not cover any fees required due to the customer not renewing on time. We encourage our customers to renew either on time or early to avoid any late fees being required.

  Customer Answer

  Date: 01/12/2024

  
  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:12/29/2023

  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 purchased a NASM Elite package back in January 2023 for my son. He requested special accommodations for the exam due to his learning disability. We were told to contact Compliance for approval. After doing so, we waited several months for a reply to which we got nothing. I made multiple attempts to reach out to Compliance, until finally I got a response. They told me that an approval letter was sent to my son months before this. When I told them this wasnt the case, they sent me a copy of the approval letter. Upon reviewing the letter, I saw that the accommodations were approved for a different student with the same name! Because of this mix up, NASM postponed my sons exam for 6 months. This delayed the ******** but we accepted the error & moved on. Then, when it came time to schedule the exam, I contacted NASM again to find out how to go about this. They walked me through the ******** **** set a ************ However, I noticed that the exam confirmation didnt include my sons accommodations. When I brought this to NASMs attention, they told me to contact the exam company, PSI. Upon calling them, I was told by 3 different people that my sons information didnt match the information they had in their system & that they couldnt help me. At this point, I was extremely frustrated. I called NASM back & told them this whole process has been horrible & that I want my money back. They told me they couldnt give me a refund but they would look into the situation. They also extended my sons exam deadline for another 2 weeks. It has now been a year & still no resolve. PSI even went as far as to cancel my sons scheduled exam. This leaves him with only 2 weeks to get his accommodations in place & take his exam or he forfeits his chance. At this point, *** completely lost trust in ************************** just want my money back so my son can get his certification elsewhere. So much time has been wasted, its ridiculous.

  

  Business Response

  Date: 01/04/2024

  After a review of the case, a representative of the Member Service's Leadership team will connect with the customer or the customer's liaison via phone and follow up via email. We apologize for the issues regarding the accommodations and will resolve this internally.

  Customer Answer

  Date: 01/04/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the resolution to refund my entire payment, and still allow full access to the Elite program package I purchased and everything that goes along with that, would be satisfactory to me. I will wait for the business to rectify everything with the exam and approved accommodations and provide a full refund and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:12/22/2023

  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.

  NASM has been unethical in renewing a subscription on a frozen account without notification. While the terms and services may say that the subscription needs to be cancelled before it is auto-renewed, any ethical business sends a reminder email before charging the customer (especially for "non-refundable" charges, so the customer is able to make time to spend an hour calling to cancel the subscription. There is no option to cancel online, and it takes forever to get the call answered. I have been refused a refund even though I have not used the service for over a year.

  

  Business Response

  Date: 12/26/2023

  NASM has been researching the customer's account and a representative of the ****** Services leadership team has been in contact with the customer. At this time, a call is scheduled for later this week to resolve any current and ongoing issues regarding the subscription services purchased by the customer. Please note, cancelling subscriptions can be done via personal phone device through the corresponding app store or managing subscriptions within the personal device.
  
  Section 5.1 (c) of the Terms and Conditions state the following; "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."  

  Customer Answer

  Date: 12/26/2023

  we cannot cancel the subscription without calling the business. I can confirm that I contacted them through the online chat and was still asked to call since the subscription cannot be cancelled without verbal confirmation, per their policy.

  

  Business Response

  Date: 01/04/2024

  NASM Connected with the customer on 12/28/2023 and resolved the issue. The customer was notified of the resolution and their account has been updated. This matter is resolved.

  Customer Answer

  Date: 01/12/2024

  
  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 consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:12/12/2023

  Type:Sales and Advertising 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.

  In June 2023, I had purchased the Elite Trainer Bundle which included two certifications and four specializations. I was able to customize the specializations that I wanted, which were discussed with the sales rep over the phone on the day I signed up. I had chosen Corrective Exercise, Women's Fitness, Weight Loss, and ************************ However, when I had checked on my account several weeks later, I noticed that three of my specializations had been swapped to ****************************** Fitness, and Behavior Change. Only Corrective Exercise remained the same. I called and emailed NASM about this problem on several different occasions, but with very unfriendly tone each time, the sales representatives refused to rectify these mistakes. They said I was out of the 28-day policy to make additional changes to my bundle. However, I found that incredibly unfair, because it is only after several weeks I saw on my online account that my specializations had been swapped with ones I never signed up in the first place. That left me with three courses of education to pay for out of pocket that I have zero interest in. Perhaps it was a system glitch or the sales rep made a mistake enrolling me in the courses I had requested. Butp I have paid $45 in June as part of my down payment, and $235 every month from September to November on a monthly payment plan. I have reached out to my bank to stop any future payments with NASM. What I would like is a refund for the $235 x 3 months ($705 total) that I had paid so far. I would like to discontinue my certifications and specializations with NASM, as I have been left with a very sour taste in my mouth about this seemingly reputable organization. I would like to earn my personal trainer certification through another organization. I haven't taken any exams yet to receive any certifications through NASM. In addition, I have put a hold on logging into NASM ever since I reached out to my bank about stopping the monthly payments.

  

  Business Response

  Date: 12/18/2023

  A member of our management team connected with this customer to go over the details of there package and to clear up any confusion surrounding what was purchased. The customer's custom elite package is as the customer stated which includes CPT, CNC, CES, WLS, **** and WFS. As per the standard process only one course is activated at a time to allow the customer the full time allotted per course. After outlining the purchase details and the customers next steps to activate their additional courses a mutual resolution was achieved.

• Initial Complaint

  Date:12/08/2023

  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.

  When re-certifying a personal training certificate after 2 years we are given the option to be pay a fee of $99usd for 2 years or $299usd to be certified for life. I chose the certified for life option. I did all my education I needed to in the two years.NASM never contacted me telling me my certificate was to expire in July 2023. I only found out because I was interested in doing some more courses through them to see my certificate has expired. SO now they are wanting me to pay a "Late fee" of $50USD (which i'm in ****** so it cost more) What's the point of paying a lump sum up front to be "certified for life??" and I did my CEU's in February so well before July. They will not refund or let me re-certify without paying a fee. They are telling me that I should've keep track of my certificate, when any other business would give reminders to their customers. I talked to multiple people and they all said can't do anything about the fee and that I will have to pay it in order to keep my certificate active.I'm wondering for the safety of others, how many other people are training with expired certificates. Im writing this to warn others as well.

  

  Business Response

  Date: 12/13/2023

  The Recertification for Life will waive the renewal fee going forward every two years, but in the events that the renewal process is not completed with the two year window, late fees will still apply. More information can be found on the NASM website, specifically support.nasm.org. At this time, a representative of ****** Services will connect with the customer for a resolution to this issue. 

• Initial Complaint

  Date:12/07/2023

  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 signed up for this personal trainer course in May. They have a 30 day cancellation policy that I did not know about but I just happened to called at the end of that month/early June to cancel. Would be transferred and wait 30+ minutes before eventually having to get back to work or whatever i was doing. It took 6 months up to today 12/7/23 to get someone from member services on the phone. The only way to cancel this membership is to call and if i cant get anyone from this department to answer the phone I dont see how I am even able to cancel within their obscene 30 day period. I am not paying them for a course I tried to cancel. I would like them to clear my account and not contact me again. I am in an impossible situation where I couldnt wait on the phone for extended periods of time while also having that be the only path to cancelling. I dont know how else I was supposed to handle this situation.

  

  Business Response

  Date: 12/13/2023

  The customer originally placed an order with ********************** on 06/20/2023 first connected with ****** Services via chat and email on 08/17/2023, where the 28 day return policy was advised. On 08/23/2023 two outbound calls were attempted by ****** Services to connect with the customer regarding the return inquiry and a voicemail was left. While hold times can vary throughout the year, ****** Services is open seven days a week, 6am to 6pm MST on weekdays, and 8am to 5pm MST on weekends. 
  
  The customer connected with ****** Services via phone on 12/07/2023, after additional email and chat connections, and was once again advised of the return policy. A review of previous calls and emails will begin, and NASM will connect with the customer regarding the next steps.      

  Customer Answer

  Date: 12/13/2023

  
  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:11/30/2023

  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.

  Hi, so when I signed up, I was told that I wouldnt be able to access most of my material until one exam was completed which I have failed to complete. So they are continuing to charge me for all these classes I cant access (2000$ worth). Furthermore, they allowed my account to go into debt 600+$ with out ever so much as sending an email. They claim to have called, but there are no known voicemails left. The only emails I got were in the past three days notifying me they would put my account into collections. When they failed to charge me the first month, I figured they would reach out if there was an issue. They didnt

  

  Business Response

  Date: 12/07/2023

  A member of our management team attempted to contact this customer on 12/7/23 at ******* and *******, there was no response, further attempts will be made. We will continue working with this customer through internal communication to come to an amicable resolution regarding the customer's complaint.