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:06/19/2023

  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 paid for the program on 12/26/22 completed a little bit,and was diagnosed with cancer on 2/1/23.On February 21, I reached out to NASM explaining that I had just been diagnosed with cancer and would be expecting some large bills that would take priority over paying for the program.I was told to submit an appeal,which I did,in addition to a medical document from my surgeon with my diagnosis and plan.The appeal was denied and the appeal department failed to see my name clearly stated on the document that I sent from my doctor.As much as I was looking forward to completing this program,I do not have the physical or mental strength at this time due to my diagnosis of cancer.I have been out of work due to recovery and am not making an income to support this investment in addition to my medical expenses,monthly bills, mortgage, and more.Im not looking for a refund for any previous payments submitted but just wanted to cancel future payments. After my initial email, I received the denied appeal in which I responded.While I may be able to attend these courses online, my concern was the gap in my income and not being able to afford continuing with payments on top of my regular bills and now medical bills. Due to denial,i stopped payment on my credit card to this program. I understand the repercussions this will cause against me, however, I am already going to be in enough debt since I wont be working.I had heard such high regards about this program and was very much looking forward to completing it but with such a tight contract and no compassion towards my plight, I will not be continuing this program. I will be letting colleagues as well as the public know that this is how NASM has handled my case and is more concerned with collecting my money than doing the ethically right duty for someone in my state of health. Its disappointing that an educational program focused on health is not understanding of a health condition that is debilitating, physically and mentally.

  

  Business Response

  Date: 06/22/2023

  A member from leadership has connected with the member and advised steps to appeal due to extenuating circumstance. Once supporting documentations are received, management will review the request.

• Initial Complaint

  Date:06/19/2023

  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.

  I started this program in 2018 but never continued to make the payments because I decided to pursue other things . I guess they were still charging my debit card until eventually it declined because I no longer use that card .Today the debt is in collections and the only way to pay it is through First Credit . Not to be rude but the communication is not there . I have a hard time asking questions like will I be able to study the program if I pay the full amount I owe . So NASM please answer this question and maybe I will continue to do my business with you or go forward by disputing this debt and continue to a different PT program .

  

  Business Response

  Date: 06/26/2023

  A member of leadership has been attempting to communicate with the member since 6/20/2023 via phone and email to schedule a call. The member is scheduled for a call back again on 6/27/2023 to reach a solution.

• Initial Complaint

  Date:06/04/2023

  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.

  This company is fraudulent and has been scamming people for years. 1. None of the so-called peer reviewed sources are cited, so you cant research where they got their information 2. Some of their information is wrong or misleading 3. They make you take a test at the end of the personal training course and once you take it, they devote a large number of questions to something frivolous like foam rollers, because they know youve been studying for more important topics and will get these wrong. They do this so you have to pay the retesting fee

  

  Business Response

  Date: 06/09/2023

  The customer connected with a member of our management team on 6/9/2023 and was explained course related questions. The customer was offered an extension once her past due balance is ****** current and this matter is now closed.

• Initial Complaint

  Date:06/01/2023

  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.

  I am a 49 years old professional nutrition chef, owns my **************** organize Catering and Conference related to *********** Being. Im known in my Miami Metro area. I took the Nutrition Coach Course as a complementary source of knowledge and certification. I worked hard on each 24 chapters and quizzes with a score of 100% I chose to follow your guidelines and took successfully 10 practice final exams (3 are required and advised by your website).My scores were always over 70% and touched for my last one 87%. When I took the final exam, I had the extreme surprise to discover that the questions asked were absolutely not similar to the final exam in EVERY WAY as you write on your instructions/offer and that not most, but all the questions were really different from the ones studied and trained and that multiple attempts didnt ensure me to practice with the widest range of available questions as you advertise. So you absolutely didnt test me the way you taught me with no available way to review my 2 tests. My score (59% and 62%) appeared at my big surprise to be extremely under my average performance around 85% For me this class and certification is a scam. I ask you to refund me the full amount of my subscription right now. I am extremely disappointed to have successfully followed all your recommendations to realize the final trap. Not other way to describe my feeling

  

  Business Response

  Date: 06/09/2023

  A representative of the ****** Services Leadership team will attempt to connect with the customer via phone on 06/09/2023. ********************** will attempt to see if there is any possible actions or directions we can provide to improve the customer's experience and will work to find an amicable resolution to set up the customer for success and result in a passing attempt on the exam. 

• Initial Complaint

  Date:05/29/2023

  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 attempted to take my proctored CPT exam through NASM. The ******* was AWFUL to say the least, but that isnt my biggest issue. My issue is that my internet went out in the middle of the exam (I can even submit documentation to prove it) and I was never able to get back on. I tried to email both NASM and the ******************* themselves to set up another exam but they either dont respond at all, or just tell me I failed. They refuse to be of ANY help and think they have the right to keep charging me despite not providing all of the services listed in their contract. I would like a full refund but Id settle for them to STOP CHARGING MY CARD WHEN THEY HAVE DONE NOTHING. 0/10 stars. If you want any fitness certifications, I recommend ISSA instead.

  

  Business Response

  Date: 06/09/2023

  We attempted to connect with the customer via phone on 06/02/2023 and were unsuccessful. A member of the Leadership team left a voicemail with direct contact information for the customer to call back. Upon reviewing the complaint, we would like to state that we have no record of any prior contact from the customer regarding technical difficulties during her exam. Without any previous communication or record of technical difficulties on our side, it becomes challenging for us to investigate and resolve the issue thoroughly.

  In an attempt to gather more information and understand the nature of the reported technical difficulties, we reached out to the customer to request screenshots or any documentation that would assist us in identifying the problem. We were unable to connect with the customer hindering our ability to conduct a proper investigation and offer a reasonable resolution within our policy. The customer left a voicemail on 06/02/2023 with a member of our leadership team that their desired settlement has not changed.

  At this time NASM will attempt to connect with the customer via phone and email an additional time for an amicable resolution as it is essential for us to review these materials to determine the source of the alleged technical difficulties and take appropriate action.

• Initial Complaint

  Date:05/05/2023

  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.

  
  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.
  
  

  As the above states I will wait for the business to perform the action of me receiving my refund, if the refund is received then I will accept this matter as resolved, however if I do not receive the refund I will consider this case not completed or closed as I will not be satisfied with outcome of the refund is not returned to my account.

  
  Regards,
  
  ********************
  
   

  
  

  

  Business Response

  Date: 05/05/2023

  A refund was submitted on 4/13/2023 with a SLA of 15 business days. That refund was completed for this customer on the 15th business day, 5/4/2023. Those funds went back to the **** ending in **** in the amount of $272.50. A transaction number of 17v9dnkt was provided to confirm that the refund had taken place. Once the bank has the funds in can still take 2 to 3 business days to have those funds put into the customers account. We would recommend that the customer contact their banking institution for additional information.

• Initial Complaint

  Date:05/02/2023

  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.

  Hello,This wasnt suppose to be a complaint, but *** tried every other ways and still couldnt have the problem solved, so Im here to seek resolution. Ive signed up for a NASM program (under my name ****** *********************) and had registered for the 24 April exam with *** this year. However, upon arrival I was told that *** already passed the exam. After the *** staffs looked further into my information, they told me that Id actually used up all three of my official exam attempts online (and passed), which shouldnt be possible without authorisation. And I wasnt allowed to take my exam on site on 24 April. My program expiration is on 3 May, which is today. Ive been speaking with the staffs since 24 April, and Ive yet to hear an official response from the NASM. Im here to propose three solutions:1. An extension on my program expiration to a date that allows enough time for three exam attempts; or 2. A FULL refund, as Ill need to reapply just for the exams; or 3. An issuance of my NASM certificate, certifying that Ive indeed passed the exam within my program period. Thank you for your help in advance!I look forward to hearing from NASM soon. Or please kindly direct me to someone whos able to help.

  

  Business Response

  Date: 05/09/2023

  A member of our management team has been in contact with this customer. Upon investigation, we noticed that this customer was able to take an exam that was supposed to be password-protected. That error has been corrected, and we have taken steps to ensure that this won't happen in the future. As the customer had already passed the exam, we will not be taking away their passing attempt. We can confirm that they hold a valid International Certified Personal Trainer certificate as of 4/23/2023, which will expire on 4/23/2025. We have advised the customer on how to access the online copy of their exam, and we have sent a hard copy that should arrive within 4 to 6 weeks (though it may take longer due to international shipping).

• Initial Complaint

  Date:04/14/2023

  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.

  I have studied for my NASM-CPT test and have received an above 80 on all of my practice exams! I took my test today and failed by 1 point. Not a single question on that test was like any questions I have been asked before or similar to any questions on the practice tests! NASM recommends you to take the practice test MULTIPLE times before the actual exam but then throws questions on the exam that were never covered in any of the practice tests! I think this is unfair and setting people up for failure. According to my score breakdown I passed every domain to do with personal training but scored low on a nutrition section. I feel like NASMs review and practice tests were useless when it came studying for this test because like I already mentioned above nothing to do with this exam was on any practice or review test! I heard the exam was more critical thinking so why wouldnt the practice tests have critical thinking questions on it. Why have someone study material that isnt going to be helpful with the actual test. For people pursuing this in the future be aware to study outside of NASM practice test as it will not be as beneficial as NASM makes it out to be.

  

  Business Response

  Date: 04/18/2023

  While the content and study materials are created and developed by NASM, to prevent exam bias the exam is developed by a third party. Memorization of content will not always lead to a passing score, as the exam is testing on concepts and as stated critical thinking. Per accreditation, the exam will also have up to 20 research based questions that do not affect the final score of the exam, as listed on *****************************************************************************************************************************;
  
  At this time, we will connect with the customer for a resolution that will lead to a passing grade.