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:05/01/2025

  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 have been a certified personal trainer for almost 10 years now. I paid renewal for life and I have been very diligent about renewing. This last year I was supposed to renew by August 1st, but I was in the hospital having heart surgery. I had a stroke that left me blind for a few months, and trying to solve all of that was more important than renewing a certification a few days late. Or so I thought. After paying for the renew for life, I was told I needed to pay a late charge of $30 for being basically 2 days late. I asked them if the fee could be waived, since I was at the hospital having open heart surgery and it was impossible for me to do it. I was asked for proof, which I submitted, and still was denied. Because I refused to pay an extra $30 they placed my account on hold. I have paid thousands of $$ to this company for programs BEFORE that date, and they suspended my account because I asked my credit card to stop the payments, since they refused to do so FOR MEDICAL REASONS. They did not offer ANY accomodations whatsoever, even after explaining that my medical problem had left me temporarily blind. I had no issues to continue paying IF and ONLY IF, they offered an extension UNTIL I was able to see again, or any other way to take the courses without having to read up on a computer. I was treated unprofessionally, my paperwork disappeared, and my account does not even showed that I explained to them any medical issues. I asked them for access on what I had ALREDY PAID FOR. I am not asking for FUTURE things. I ask to have access to what I HAVE PAID FOR(PAST TENSE) and they said no unless I withdraw the dispute and continue to pay for FUTURE services. I explained that I do not want nor asked at any point for FUTURE services, just the services that I had paid for and now I am not given access to. They never provided me with the copies of contracts like I asked either. I asked for copies of the contracts that I had signed and was denied over and over.

  

  Business Response

  Date: 05/06/2025

  Thank you for bringing this customer's concerns to our attention. We value her as a long-time certified personal trainer and regret any inconvenience she experienced due to her recent medical challenges.
  The customer's account was temporarily locked following a chargeback, but she has since removed it, and we've restored her access to all services she previously paid for. We've also waived the late renewal fee in light of her circumstances.
  We apologize for any misunderstandings and are committed to supporting her. We will follow up directly to ensure she has everything she needs moving forward.

• Initial Complaint

  Date:04/30/2025

  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 NASM 01/22/25. I planned on completing the course until I was diagnosed with a condition called popliteal artery entrapment syndrome. It causes me quite a lot of pain and pressure in my legs and at its worse making my feet go numb with walking, running, and strenuous exercise. My doctor then referred me to start physical therapy, and seek a surgeon. My surgeon has told me it will be a lengthy process doing each surgery separately for each legs with months in between to recover. My condition has been progressively getting worse and has now affected my day to day life of even just walking to work. NASM presented me the option on 03/28/25 to go through the appeals process, as i requested to cancel the account so that i may focus on my health. There is going to be quite a few costs to everything i will go through including the surgeries and I decided not only can I not afford to pay for NASM on top of my medical expenses, but I do not have the time to focus on NASM while i am focusing on my health. I cannot even workout without pain in my legs, so I decided that Personal Training was not going to work for me right now. I submitted my doctors referral note to surgery with my condition listed to the NASM appeals on 4/16/25. Today 4/30/25 I received an email from NASM stating my appeal was denied on the reasoning that my not was not a signed letter on a letterhead. I do not wish for any refunds or any sort of monetary compensation. I am simply wishing to cancel my account and no longer make payments. I do not feel that NASM cares for at all or considered my situation seriously, but that can be typical of money hungry companies. I just wish to cancel the account and focus on my health and I have provided a medical document on my condition. NASM should consider my situation better.

  

  Business Response

  Date: 05/05/2025

  When submitting an out of policy appeal, The Appeals Team will only be able to review documentation submitted. Regarding the dispute from the customer, we understand the concern about the Out of Policy Appeal process related to our seven-day return policy. The customer initially purchased the program on 01/22/2025 and submitted an appeal due to extenuating circumstances.
  
  Unfortunately, the documentation provided was insufficient for us to interpret the situation fully. We would like to clarify that the appeal was not denied based on the validity of the circumstances but rather due to the lack of clear documentation. We are more than willing to re-review the appeal once the customer can provide additional documentation that clearly explains why they cannot proceed with the online course.
  
  Our return policy is designed to ensure fairness and transparency, and we are committed to working with our customers to address any issues they may face. We encourage the customer to submit further documentation, and we will promptly reassess the appeal. 

• Initial Complaint

  Date:04/22/2025

  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 NASMs personal trainer course in May 2024 after a very pushy sales call. The *** made it sound urgent and pressured me into committing to the lowest possible payment plan for a program that costs nearly $1,500. Unfortunately, I never ended up using the course I only ever opened the intro page. Life circumstances changed, and Ive been unemployed for some time, yet Ive still been making payments on something I never ******** that its been a year, Im outside their refund/cancellation window. I get that policies are policies but whats frustrating is how little this company cares about individual circumstances. I never completed even a single module, yet Im out nearly $1,000 for absolutely nothing in return. When I reached out to customer service, the *** I spoke with was dismissive and rude, and the supervisor wouldnt even speak to me. No flexibility, no compassion, no willingness to work with me.Its clear NASM is more interested in locking people into contracts than actually helping them succeed. If youre considering this program, think twice once they have your money, thats where their interest in you ends.

  

  Business Response

  Date: 04/23/2025

  The customer purchased 05/01/2024 and did not make any contact with *************** until 04/22/2025. In the event that an extenuating circumstance occurs post return period, NASM does have an appeal process but appeals are not guaranteed approvals and subject to still be held to the seven day return policy. At this time, *************** will connect with the customer.

• Initial Complaint

  Date:04/08/2025

  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.

  
  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,
  
  ***** *******
  
   
  

  

  Business Response

  Date: 04/11/2025

  All courses with NASM will have an expiration date and per accreditation guidelines, so will exams. For the courses in this specific case, the exams are available for one year from date of purchase and the content is available for five years, so customers can reference additional information post exams. When logging in, the expiration dates of the courses and exams will always be on the upper right hand corner. In addition, on **************************, it is listed that "You will have 1 year from the day of registration to take your final exam and 5 years access to the content. An extension can be purchased by calling *************** at **************".
  
  At this time, NASM will connect with the customer for an amicable solution regarding their dispute.

• Initial Complaint

  Date:04/03/2025

  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.

  
  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,
  
  ****** *****
  
   
  ask is for integrity when in am given a wrong information. Im not looking for versatility Im looking for exactly what I paid for and for this company to do the right thing. Im a Christian man am not trying to be deceitful in any type of way. Im just a guy asking for a return on product if its not exactly what I paid for ie good business done with integrity to the consumer . Hopefully you guys do right by me. I still paid for the other course because its the right thing to do. Be blessed. Them: I wanted to remind you that it is your responsibility as a consumer to thoroughly research and review any course before making a purchase. As mentioned previously, you currently do not have access to Student Success. To explore any available options, please contact *************** directly. Please be advised that this will be our final correspondence on this matter. If you wish to gain access to the *************************** it will be necessary to upgrade your account.

  

  Business Response

  Date: 04/04/2025

  NASM has been in contact with the customer via phone and email consistently via phone and email since 03/26/2025. When speaking to the *************************** the customer was advised that the Business Blueprint course can be applied to specializations, not just the Certified Personal Trainer program. Since 03/19/2025, the customer and ********************** have connected 14 different times, with five contacts in April. At this time, NASM will connect with the customer once more to assist in resolving this dispute. 

• Initial Complaint

  Date:04/02/2025

  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.

  Then why not have it the same and how is someone suppose to know that? They wont find out till they take the final exam! It sets them up for failure and having to fork out an extra 200 dollars to retest! That is very misleading and wastes a lot of time studying expecting it to be one way but its nowhere near what you study. 

  

  Business Response

  Date: 04/03/2025

  The practice exam is designed to assess general knowledge of the certification curriculum, focusing on fundamental concepts and theories. Its primary purpose is to help candidates identify areas for further study.
  In contrast, the proctored final exam is more comprehensive. It evaluates not only theoretical knowledge but also practical understanding and the ability to apply learned concepts in real-world scenarios. This includes critical thinking, problem-solving, and designing exercise programs, which are crucial skills for a certified personal trainer.
  
  While the practice exam serves as a gauge for understanding, the final exam simulates real-life situations that personal trainers may encounter. Candidates who focus solely on memorizing practice questions may find the final exam more challenging. However, those who concentrate on understanding core concepts and principles typically experience a smoother transition and are better prepared for scenario-based questions.
  We are committed to supporting our candidates in their preparation and encourage them to reach out for further assistance if needed. We hope this explanation clarifies the structure and purpose of our examination process.
  
  When ready, the candidate can contact *************** and a notation has been added to their account to assist with an amicable resolution. 

  

  Business Response

  Date: 04/04/2025

  Our records show the customer was able to connect with our ************************** on 04/03/2025 as well at 04/04/2025 regarding content support as well as additional study tips. This case is resolved.

  Customer Answer

  Date: 04/10/2025

  
  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:03/31/2025

  Type:Sales and Advertising 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.

  This should be VERBALLY disclosed when clients are signing up. I would have paid for courses separately to make sure optimal time was available for completion- had I know BEFORE signing up for 5 courses. 
  Anytime a business hides important information in the fine print, its definitely a scam. The options they offer for an extension are simply for the customer to fork over more money. There was no grace ******* or even a one time courtesy extension. That would have been good business. You may be right legally, but your ethics and integrity are non existent. HORRIBLE business practices. take the test yesterday I learned the TEST has a one year expiration date. Awful business practices. VERY SNEAKY AND DECEPTIVE BE AWARE.

  

  Business Response

  Date: 04/01/2025

  All of NASM's enrollments will have expiration dates and they will vary from course to course and exam to exam. The reason for this is per accreditation guidelines as well as to keep exams current with up to date information. As stated, the expiration dates are listed in red on the corner of each enrollment and when beginning courses, customers are asked to agree to the attestations that go over all important information of our courses, from expiration dates, fees, requirements, etc. 
  
  In the event that exams expire, NASM offers multiple extension options and encourage customers to reach out to *************** for all options. This specific case has also been reviewed and *************** will connect with the customer regarding their dispute.

  

  Business Response

  Date: 04/01/2025

  We apologize for any confusion regarding the expiration dates of our courses and exams. Our goal is always to provide clear and comprehensive information to our valued customers.
  
  We make every effort to ensure that important details, such as course and exam expiration dates, are communicated during the enrollment process. Our Program Advisors can cover these aspects, and we also provide this information in written form on the website and course itself to ensure clarity. However, we recognize that there can be instances where certain details might not be as prominently discussed as others. We value the feedback, and we will use it to further enhance our communication practices.

  Customer Answer

  Date: 04/02/2025

  
  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.
  Id also like to add that my husband had a critical diagnosis, making me a primary caregiver. NASM allowed me the opportunity to send an appeal and they offered me additional time to take me exams. 
  Regards,
  
  ******* ********
  
   
  

• Initial Complaint

  Date:03/30/2025

  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.

  
  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,
  
  ******* ******
  
   
  

  

  Business Response

  Date: 03/31/2025

  Per Section 5.3 of NASMs Terms and Conditions, A 10%administration fee is applied to all refunds and is based upon the Product Price, which is the total purchase price including applicable taxes minus all Standard Fees charged at the time of purchase., with the purchase total of the order on 12/11/2024 being $2,524.00, the admin fee would be $252.40, therefore the refund offered of $334.93 is correct.
  However, after researching the account and connecting with the *************************** the refund will be revisited and NASM will connect with the customer to confirm. 

• Initial Complaint

  Date:03/28/2025

  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.

  Hello,

  This is to confirm I received a voice message and email from a NASM Team Lead, Sa'****** **** in an effort to understand the history of my issue. 

  I am willing to speak with him. But would like to keep this current BBB complaint active until the matter is completely resolved. 

  SaVourie,

  Would you please provide me with a couple of dates and times we can schedule a phone conversation. 

  I am eager to resolve this quickly and keep my long standing helpful relationship with NASM in tact.

   

  Thank you

  Moyosore Paupau 

  ****** ****** 9/30/24 - ******: send posted nasm payment of $66.67 to ******************************************************* late fees for CEUs has been waived 10/7/24 - ******: should get a call by Friday if not follow up. 10/25/24 - Rashmi, 251844-J4L6W 11/05/24 - Nicki **** CB after speaking with supervisor ****** 11/16/24 - $67.68 refund DONE 11/29/24 **** - reopened case for $100 refund 12/14/2024 ****** - 12/3/24 the $100 refund was processed and should be completed by 12/24/24.****** 12/26/24 12/27/24 ******* claim #C2338657 **** receive two **** letter 5 - 10 business days for preliminary reimbursement.January 17th 2025 ****** Call to NASW to inform of (2) $100 transactions, my request for a Corp address and concern about an expired CPT 1/31/25 ****** Charge back process ****** 2/6/25 2/20/25 ******* new claims #C2533281 *** - ******

  

  Business Response

  Date: 03/31/2025

  NASM is actively researching the account and will have a representative of the **************** Leadership team connect with the customer to fully understand dispute. Customer has had active communication with *************** since 09/2024 and NASM will try to resolve this issue immediately. 

  

  Business Response

  Date: 04/04/2025

  The customer was able to connect with *************** on 04/01/2025 regarding the account status. After speaking with management, the customer will connect with their financial institution in regards to the financial dispute. From there, the customer will be in direct contact with **********************. 

  Customer Answer

  Date: 04/10/2025

  I provided NASM representatives multiple copies of the $100 fee deducted from my account and the transaction verified by my bank. NASM responded with a message that they are unable to find the transaction in their records.

  If NASM is unable to reimburse me, I am seeking $100 credit towards the original goal of financing access to recertification courses.

  This matter has been a prolonged inconvenience, I would like resolved.