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:12/27/2022

  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 took a Corrective exercise course through NASM. I had one remaining payment due and it was on autopay. They never updated my CC information and so they weren't able to charge the correct credit card. I have had to call in to make the payment and asked them to correct the issue twice. They still did not after that incident. Since I had one more payment left I signed up for another course called Weight Loss Specialist 2 on 8/15/22. I did not have to make payments until November for this course. On 9/24 I asked to cancel the course. I was denied the cancellation and was told I could appeal the decision with their staff. I wrote an email to what I assumed was the appeal email. I received no response. In October, I tried contacting them via phone and the woman curtly said no to my request. I went to pay for the remaining CES course today and they refused the payment and refused to reinstate the information that I had already paid 99% of. They sent the remaining payment owed to collections. They were asking $126 for the Weight loss specialist program but refused to give reinstate the information. I refused to give them any money unless they reinstalled all my information I had paid for. I am being hounded in email , received one email stating that I never responded, yet I have been. I responded to the person behind the sent email in regards to this statement. I have called them several times to resolve the matter.

  

  Business Response

  Date: 01/03/2023

  NASM has connected with the customer regarding the account dispute on 11/29, 12/27, 12/28, and 12/29/2022. At this time, the customer case has been escalated and a member of the ****** Services leadership team will connect with the customer and resolve any errors regarding the account status and assist with the second purchase made on 08/15/2022. 

  Per the Terms and Conditions, regardless of usage, NASM states, "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, the Company will not provide refunds or accept returns." We will move forward with the customer for a positive solution. 

• Initial Complaint

  Date:12/22/2022

  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.

  Earlier this year I contacted this establishment to renew my certification as a NASM certified personal trainer. I talked to a member advisor about possible options to recertify via ********************* credits". The advisor looked up my file acknowledged how long I'd been with the association, then added that I would need to start all over since I passed the deadline to recertify. I then told the advisor that I paid for the "recertify for life" and I was under the impression that all I had to do was keep up with my "continuing education" and I would be renewed every two years, as apart of the agreement and the amount I paid for that protection. I also noted that my recertify dated was 4/11/2020, during the highest peak of "Covid-19" to include the complete shut down in *******. Also noted my daughter who at the time was born 02/03/2020, I was at home with no job, taking care of my new born, also contracting covid-19 as well. They never reached out to consult anyone on possible resolution, push back dates, or things an advisor should do. After I stated that I was put on hold a transferred until the phone call dropped. I tried several times to get in contact only to get nowhere. Since then I've not been able to continue working in my field that I love, and have been doing for "years". I've lost out on multiple opportunities to climb out of the pandemic, support my family, and stay healthy, just to be told I need to get certified.

  

  Business Response

  Date: 12/27/2022

  After reviewing the customer's account, it does not appear that the customer has connected with ****** Services since 05/2018. All of the corresponding contact has been with **************** which cannot assist in the Recertification process. ****** Services has connected with the ************************** and will connect with the customer on the next steps towards a resolution. 

• Initial Complaint

  Date:12/21/2022

  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.

  After many months of speaking to a sales rep named **** with nasm about whether or not this program is right for me, he convinced me that it was perfect for what I was looking for. I spoke to him several times on the phone and via email about what I wanted in a cpt program. I mentioned I had a newborn so I hadn't much time to do anything to intense or difficult to learn. I also mentioned my issue with ADHD and struggle with learning online. Lastly, I mentioned that I was not looking to be a professional CPT or have a career as one. I told ********** wanted a program for personal use. He assured me it was right for me and would be no problem to learn. I've found out after purchasing that it was nothing like I was told it was. I was also told I would have access to tutors if I struggled with the program. I called to get help and was denied. They told me that they don't offer tutoring. They only answer questions about the test information. I've been struggling with this course all year and cannot pass it. No one has helped me. I was also told I'd get an extension for having a learning disability. I provided a full multiple page report from my Psychologist and was still denied any help. I was lied to multiple times and now I'm locked out of my course and they are still charging me.

  

  Business Response

  Date: 12/27/2022

  Our records show the customer connected with ****** Services on 10/24/2022 regarding an exam extension and was notified on 12/21/2022 that they could not sit for the exam due to exam prerequisites not being met. The customer also connected with our ************************** on 10/12/2022 and was explained how our fitness experts can assist with their studies. 
  
  When customers need special accommodations for taking our certified exam, they will submit a form found on www.nasm.org and submit said form along with supporting documentation of accommodations need to a separate department from ****** Services. From there, that department will review the form and connect with the customer regarding what accommodations can be set for the exam. As of this writing, it does not appear the customer was able to connect with that specific department (compliance department). At this time, a member of the ****** Services leadership team will connect with the customer for a positive resolution. 

• Initial Complaint

  Date:12/18/2022

  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.

  This business defends its practices, making all consumers appear to have been treated fairly, when they have not. Absolutely NO statement is made to read before signing nor on 8/8/2021. NASM, the consumer calls are recorded, yet recordings are unavailable after 28 days. Making proof recourse impossible. Received 1 email, with a form, no salutation,this is not an action a reputable company would take 1 form from the Appeals team. Given a consumer presents here, conditions seen by nasmcares[.] org, there would be adequate instruction or guidelines or proper contact in NASM email for query by the consumer. Increasingly predatory is the lack of recorded call accessibility, to verify if consumer was indeed notified to read first given a time to do do so, but this would be consistent, with predatory practices. To record yet then make their own calls not accessible, is self serving for NASM to present that each consumer is given they opportunity to read. Time stamps on all correspondence would be the consumers way of the flow of events. More productive of a supposed nasmcares[.]org would be less aggression here on this platform, and more consumer assistance to proceed. I will file the appeal, and wait to see what happens before proceeding beyond this platform of the BBB Complaints, for questionable practices, and their high BBB rating in light of same similar numerous complaints of such practices, regarding same practice across the web. NASM also engages across the web, in responding with no way to contact the consumer, further stalling resolution. All accounts at NASM require a valid phone number, email, and address for account verification. Apparently this fails consistently with NASM, when resolution by the consumer is attempted. I did see just an email slung out with ( as noted above) no reason as to why, except here, yet I am the consumer needing the instruction above NASM provided.no **** to read the document, I was told to sign right there and then on 8/8/21. I was told it was discounted, just for that day by ***********************************. Subsequently, I am sole caretaker of my surviving mother, have such family physician documentation for NASM No conciliatory option offered but to purchase CPT7. I am requesting out of policy $299.00 refund of 8/8/21 sale, for predatory consumer lending practices to a disadvantaged person, and subsequent $99.00 for-ongoing grief and care of elderly surviving mother. I prefer email communication, phone as secondary.

  

  Business Response

  Date: 12/20/2022

  We reject the customers claims of predatory consumer lending practices. All NASM customers are under no obligation to purchase any of our programs and is solely at the costumers discretion. We are however, obligated to provide our members all options available to them, such as re-enrollment/upgrade or the options for extension. Additionally, our members are encouraged to only sign the contract once they have fully read and understand all terms within, the only confirmation we have that this has been understood is when the DocuSign is signed and completed by the costumer. All extension or retest fees are considered standard fees and are non-refundable per our terms and conditions.If the customer would like to appeal for an out of policy cancellation on their current loan, they will need to follow the email instructions that they have been sent several times. This is an internal process and we do require documentation of extenuating circumstances that happened within the enrollment period in question. We would be happy to review the customer's appeal once we have received this.

  

  Business Response

  Date: 01/17/2023

  A member of our management team has been in direct contact with the customer to enter into the appeal process. The customer has acknowledged that they will go through this process. To address some of the other complaints of the members all of the communications between us and this customer have been documented. This includes both emails and phone calls. These and recorded calls are for internal use only and cannot be provided to the customer. We will continue to have the member of our management team work directly with the customer.

• Initial Complaint

  Date:12/07/2022

  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 spoke with ***************************** for approximately 1 hour when I purchased the program. I asked him about the cancellation policy. I was looking for it on the website. He told me it was in the agreement, pointed me to the page and told me all I had to do was cancel within 28 days. I then called to cancel and was told I'd have to pay a 10% fee and they told me that it's on the website where I was originally trying to find it. My resolution is to not be charged the 10% fee when I specifically asked them if there were any fees and what the guidelines were and they told me that based on the contract all I had to do was cancel within 28 days.

  

  Business Response

  Date: 12/12/2022

  The customer originally purchased on 11/29/2022 and while the 10% admin fee applies as soon as the purchase is completed. However, because the request was submitted relatively quickly after the purchase, the 10% admin fee has been waived and the customer's case has been updated and will resolve in 15 business days. This case is now closed.

• Initial Complaint

  Date:11/15/2022

  Type:Customer Service 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 trying to pay but not getting a answer on phone since the first of this month

  

  Business Response

  Date: 11/22/2022

  We have attempted to contact ************************************* on multiple occasions but have been unsuccessful in doing so. As the customer did pay off his past due balance a restart has been applied to his courses. Per the email that was sent earlier today, *************************** have additional time to complete his CPT, CNC, and VCS courses. We would recommend that *********** review the email for exact deadlines. This resolves the complaint as a restart has been granted and payment has been made.

• Initial Complaint

  Date:11/15/2022

  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 a certification course in 2021. I was set up on autodraft payments. The company stopped taking and attempting to take payments in July 2022. I have received no correspondence regarding my account since Dec 2021. I have been since sent to collections by NASM for debts owed. When I called to ask why they stopped charging me and why I was not notified of residual payments, I was told it was because I had asked them to stop calling me in December 2021. My account was suspended with them in Nov 2021 and I never regained access, even though I was making payments, on autodraft. Without access, I could not update bank cards or see my payment history or what was owed. I assumed after they stopped charging me that the account was paid off since I received no correspondence to prove otherwise. They could/would not explain why they stopped autodrafting my account and would not remove my charges from the collection agency. As I told the *** I spoke with, I have no problem paying debts I owe. What I have a problem with is not being told I owe debts that should've been solved with autodraft payments in the first place. I never authorized to remove my card from the payment account and they never attempted to bill me after July to my knowledge. I want to warn other consumers to not trust this company to do the right thing. They will, instead, blame you for their failures.

  

  Business Response

  Date: 11/22/2022

  We attempted to contact ************************* by phone on 11/22/2022. Contact information was left with **** so that we can continue to assist internally. In regards to the customers complaint, the claim that inconsistencies occurred during the customers payment plan are incorrect. According to the DocuSign that was sent to the customer, (also attached by the customer) she was signed up for a 11 month payment plan beginning on 8/26/2021 with a $1.00 down payment. That down payment would be followed by 10 payments of $48.95 starting on 9/26/2021 and a last payment of $48.90 on 7/26/2022. A credit card ending in **** was added for the scheduled autopayments. What followed was the customers monthly auto payments not occurring. This could be for many reasons but typically has to do with insufficient funding. The customer's payment on 9/26/2021 did not go through and was paid on 10/20/2021 when the customer called in. The customer's payment on 10/26/2021 did not go through and the customer called in on 11/1/2021 for the payment. As of 11/1/2021 the customers account was considered up to date. The card ending in **** continued to be attempted to be charged on the monthly payment date of 11/26/2021, 12/26/2021, and 1/26/2022. The customer did not make any payments to bring the account current. We did attempt to contact the customer regarding the missed payments, however, she stated that she would contact us to make payments later on. According to our records the customer requested billing calls and emails cease on 12/17/2021. An autopayment was drafted on 2/26/2021, but missed on 3/26/2021. All other payments in April, May, June, and July were collected on the autopayment date. As the card remained on file for the entirety of the payment plan the missed payments were due to an issue on the card side. As **** missed four payments, she will need to pay collections to regain access to her courses. Once **** is paid in full we will offer a courtesy full restart.

• Initial Complaint

  Date:11/15/2022

  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 as long as NASM upholds their end of the agreement- upholds to their 28 refund policy, fully cancels the *** course and refunds the entire payment and cost of the course. In addition, waives any late penalties associated to the *** course, and negates the original payment policy contract associated with the *** course, as well as keeps my student account Unsuspended in compliance with the original agreement that I canceled the *** class within the 28 day return policy; and I am not responsible for any fess, fine or penalties related to this class.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************************
  
   
  ails from NASM representatives telling me my student account was suspended because I failed to make a payment. I no longer had access to my course. I told them that my payment plan werent set to begin until January 2023 for my new *** Class.The billing department/customer service representative, particularly ***********************, wouldnt give me any information via email in regard to why my account was suspended, why he needed my credit card information, and for what class I defaulted on.I explained that I would like all documentation through email so I have paper trail in case they were scamming me.He just kept bombarding me with messages to call a phone number and give my credit card information with no explanation of what I was paying for and why.The conduct was extremely unprofessional. Even after explaining that I had cancelled the course with the 28 day return policy,he still continues to email me with messages telling me my account is suspended and to give my credit card info.

  

  Business Response

  Date: 11/16/2022

  The customer was able to connect with ****** Services on 11/15/2022 and was able to get the original order refund request completed. The customer has received an email confirmation and the refund case will finishing processing in 15 business days or less. This is now resolved.