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:01/31/2025

  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.

  1. What did the business commit to provide you?NASM stated that I needed 1.9 continuing education units (CEUs) to renew my certification. In a renewal reminder email on November 28th, they linked to their website, which listed the required steps. Based on this, I believed purchasing a membership or course was necessary. I chose the membership since it included **** and the renewal fee.2. What is the nature of the dispute?On January 4, I purchased the NASM One Membership for $570 CAD plus a $14.26 international transaction fee, solely to renew my Sports Nutrition Coach certificate. After purchasing, I discovered I did not actually need **** to maintain my certification. I only learned this after completing one CEU module and emailing NASM to track my total. Their response revealed I did not need additional CEUs, contradicting their renewal instructions.NASM misrepresented the *** requirement, making me believe I needed to purchase a membership or course. Their misleading information lead me into an unnecessary purchase under false pretenses.3. Has the business tried to resolve the problem?I contacted NASM, but they refused to provide a refund, despite their misleading information leading to my purchase. They have not acknowledged their deceptive sales tactics or attempted to resolve the situation.4. Does the issue involve advertising?Yes, NASMs email and website renewal instructions were misleading. Their communication falsely stated I needed 1.9 CEUs before I could renew my certification, which was untrue.5. When and where was the ad seen or heard?The misleading information was in an automated renewal email from NASM on November 28, which linked to their website outlining the renewal steps. I only discovered the misinformation after purchasing the membership on January 4 and later contacting NASM to clarify how many credits each module was worth.

  

  Business Response

  Date: 02/06/2025

  *************** Leadership attempted to connect the customer via phone on 02/04/2025 and 02/05/2025 with voicemails to attempt to resolve the dispute. On 02/06/25, an email with instructions on the recertification process was sent to the customer and should clear up any confusion on the renewal process going forward. If the customer still has additional questions, they can contact *************** or call back the Leadership representative.

• Initial Complaint

  Date:01/30/2025

  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 called NASM on 7/7/23 with my mom (****** *****) who is a current member, to sign up for the Certified Personal Trainer (***) self-study program. The woman on the phone was very nice, signed me up for the ***, and told us she'd even give us a discount for my mom being a member and referring me. It was a professional call, and I did not see any issues while on the phone. I do remember her asking if I wanted to add a specialty, but as a student working on his PharmD, I declined, as I don't have the time or desire to do more work to earn a certification I'm not interested in. My mom paid the down payment of $99, and we agreed to the 11 remaining monthly payments for the *** self study. I would also like to add I was charged for a physical NASM book, was told it would be mailed to me, and after following up twice, I still never received the book. Fast forward to 2024, when my mom had made the 11 payments of $124.30 each, for a total of $1,590.60 (verified on the NASM payment history document below). The second document is what NASM is currently harassing me about now, for payment due, saying they're going to send this to their collections office, when I did not agree to the additional specialties they're trying to charge me for. I did not agree with those additional charges over the phone, and I did not ever receive the retail installment document or document that show $2,336.44 due in my email - neither did my mom, who paid for the entire ***.We have followed up with them numerous times since 12/11/24, and have not received the proof we've requested, that I did approve this amount. We have paid for the *** which was all I agreed to on that call on 7/7/23, and as of 1/29/25, they refuse to accept they're wrong, and had never sent me a document, because they knew I did not agree to that.The *** is paid for, and I request they remove the other programs I never used, as I did not agree to buying them.

  

  Business Response

  Date: 02/03/2025

  On 07/07/2023, the customer ordered a program by phone, agreeing to 18 payments totaling $2336.44, starting 08/06/2023. No issues arose until July 2024, when the customer inquired about an extension. On 12/11/2024, the customer's mother called about a past due balance. NASM requires verbal authorization for third-party discussions, which the customer attempted via email on 01/10/2025, against policy.
  In December 2024 and January 2025, the customer and his mother queried charges. ********************** detailed the balance and overdue amount after a request to waive remaining charges. The customer's mother requested a call transcript and a statement on 01/13/2025, comparing rates to her 2019 purchase. Communication attempts continued, with the customer opting for email only.
  On 01/24/2025, the mother, not authorized, discussed the account. ********************** sent an invoice and the signed agreement on 01/25/2025, stating call transcripts are not released. Further charge details were emailed on 01/28/2025. Documents are attached.

• Initial Complaint

  Date:01/19/2025

  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.

  I am writing to file a formal complaint against the National Academy of Sports Medicine (NASM) regarding the handling of my CPT exam on January 11, 2025, and the subsequent $50 absence fee charged to me. I encountered multiple issues, including unclear communication, technical difficulties, and a lack of proper guidance from NASM, which led to me being marked absent for my exam despite my best efforts to resolve the situation.Summary of the Situation:CPR/AED Certification Name Discrepancy: I arrived 30 minutes early for my exam, passed the system check, and connected with the *******. When presenting my CPR/AED certification, I was informed that the name on the card did not match exactly with my government-issued ID (my certification listed ****** and my ID listed *********** This discrepancy was a surprise to me, as I had reviewed the NASM Candidate Handbook and found no mention that the names must match exactly. I was told that this was a strict requirement, though this detail was not clearly communicated in the official materials.Technical Issues and Lack of Computer Compatibility Guidance: After addressing the CPR/AED issue, I was instructed to check my computer's operating system. I had no prior knowledge of any specific system requirements beyond passing the system check, which had indicated my system was compatible. However, I was informed that my computer was incompatible, but the system check did not flag this issue. Furthermore, NASM did not communicate clear guidelines regarding what computers would be compatible or provide any advance notice about potential issues.Prolonged Delay: I promptly corrected the name discrepancy on my CPR/AED certification by contacting the ARC, but by the time I reconnected with NASM customer service, the ******* had already disconnected me due to the 30-minute ***** period for technical issues having elapsed. I was then marked as absent and charged a $50 fee.I am requesting a refund on the $50 Absent fee.

  

  Business Response

  Date: 01/27/2025

  While NASM develops and sets up the exams and content, the actual proctoring experience of the exam is done via third party company that will have its own requirements and compliance separate from NASM. We apologize for the experience the customer had and will have a representative of ************************** connect with the customer. 

• Initial Complaint

  Date:01/17/2025

  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.

  Thank you for your response; I truly appreciate it. However, beyond providing an obituary, I am unable to share additional information without compromising my familys privacy and security, which I dont believe would be fair to us. This is precisely why I filed the complaint in the first placeI felt it was unfair to have to validate a loss that was already very real to me but unacknowledged by you. That said, I respect your reply and will proceed with submitting a re-appeal, ensuring my familys privacy remains protected, in the hopes of achieving a resolution. Once again, thank you for taking the time to respond.ck of compassion in their response. My goal is not to defame the company but to have them recognize my situation and respond with respect and understanding. I still hope they will reconsider my request for cancellation and rectify what feels like an oversight in handling my case. Its unfortunate that the respect Ive extended to them does not appear to be reciprocated, but I remain hopeful they will acknowledge and address this matter appropriately.

  

  Business Response

  Date: 01/21/2025

  The customer is correct in which ********************** does have a return policy stated in section 5.3 of the Terms and Conditions which states, "All sales are final seven (7) days after the date of purchase (the Refund Period). In other words, as of the 8th day following the date of purchase, NASM/**** will not provide refunds or accept returns". 
  
  NASM does understand that extenuating circumstances can occur that are out of our Member's control and offer an Out-of-Policy appeal process. This appeal is to potentially override the policy but is not a guaranteed approval and requires review of the Appeals Team. The Team reviews the appeal as well as supporting documentation that can support what the customer is trying to achieve, from an extension to a potential cancellation of their order. 
  
  When submitting documentation, customers are encouraged to provide as much context as possible, as the Appeals Team can only review what is submitted. If documentation cannot provide or substantiate what the customer is advising is occurring (financial strain, inability to do an online course, etc.), the appeal will be denied.
  
  In this specific situation, the customer appealed their order and received an email response of the status of their appeal on 01/16/2025. At this time the customer can re-appeal with additional documentation for another review if applicable.     

  

  Business Response

  Date: 01/27/2025

  NASM will always attempt to make a resolution amicable to all parties. Once the appeal is re-submitted, the Appeals Team will re-review.

  Customer Answer

  Date: 02/07/2025

  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. If the reappeal is approved, my complaint will be satisfied. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,
  ****** ****
   

  
  

• Initial Complaint

  Date:12/18/2024

  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.

  Hello, I recently signed up for a certification through this company a couple months ago and did about 1-2 chapters. not knowing if i miss a payment i cant access the program if i make atleast one monthly payment per use. 3 months added up and I dont have the money to pay for this. This program was supposed to help me get a job and i paid originally in hopes i can rely on that. I was fooled to believe that because until i pay $580 I cannot access the training to get a job and there is no settling for less otherwise this company has threatened to charge me another month on top of the $580 and send my debt into collections of over $1500. I did not agree to any of this and it makes no sense for this company to offer training and a job take my money but without paying large amounts i cant access the training when i was using this to get a job since im unemployed. All this company has to do is delete my account and take what they already got out of me which was about $300.

  

  Business Response

  Date: 12/24/2024

  NASM/**** clearly outlines our not in good standing policy in our terms and conditions which are agreed upon when customers enter their agreement with us (found in section 5.2b). NASM would be happy to investigate this customers options, however we have been unable to reach the customer since 10/2024. We advise this customer to call in so we can discuss their options for when their account is made current.This also applies to the customers account deletion request we will need customer to call in to go oversteps to review if they are eligible. The customer can call us or email us with the info found on our website. We have linked it here for your convenience. ******************************************************************************
  

• Initial Complaint

  Date:12/11/2024

  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.

  *** already begun to collect all the information they are requesting from me and I will be mailing into them. Its a process as I cant drive due to my injuries and dont have a copy machine or a fax machine or a printer so its not something thats simple that I can do over one day its fine that their business and they have their policies and what not but again I have extenuating circumstances beyond my Control Im writing because I think that as a business that is supposed to help educate people that makes their curriculum so unbelievably difficult. They have to pay for every exam after failing an exam. Its almost like as if this business does not want you to pass forward ..I will never use an NASM again. And will use other better companies online out there moving forward once again, I dont accept their response and Ive already begun the process of what theyre asking me via email which took me three emails to get a response by the wayeight months. I am looking for *** to waive the fees of all eight courses that I will need to ask for an extension on due to my circumstances. I only registered for those courses because of the job I had when I was working , wanted us to do continuing education courses and were doing programs that this NASM offered at a lower cost. I did not have these injuries occur for me, but this is where Im at. I cannot afford to pay all these extensions for something that shouldnt. this is the only website Ive ever used that didnt give you access to the courses in the exams for an unlimited time every other course revenue Ive been through ample amount of time. For most a year is no biggie, but I have a great difficulty due to my injuries and my learning disability, which causes me to have difficulty when it comes to multiple-choice exams I would really like To continue to do business with an ASM, as I think that their courses are very useful, but Im a little Appalled with this

  

  Business Response

  Date: 12/13/2024

  All of NASM's programs have enrollment durations that vary from one to five years for content. Exams however will have a different enrollment period, varying from 180 to 365 days due to accreditation standards. NASM understands that extenuating circumstances can occur to our customers and offer an option to assist with exam extensions. The customer was able to connect with *************** via email on 12/11/2024 and was given instructions on the review process for their extension options.

  

  Business Response

  Date: 12/24/2024

  NASM outlines information regarding extensions and retests on our website for all customers to access on our website. Additionally, the appeal process is meant to see how we can assist the member with extenuating circumstances therefore we are attempting to work with member however the process in place must be completed in order to proceed. Information regarding extensions and retests is available to our customers pre and post purchase. Our customers have a certain amount of responsibility to ensure they do their due diligence in researching their program. We are happy to review the customers information when received and will respond according to the documentation provided. This process is internal in terms of a decision response. We will respond via email when received.

• Initial Complaint

  Date:12/09/2024

  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.

  When I signed up in June I was told I have a year to take the exam. At no point in any email did it say I have 6 months. They called me today for my final monthly payment and told me my exam deadline passed a few days ago and I would have to pay additional money to extend it. They threatened to report me to collections over the final payment of 42 dollars if I don't pay now without anything for the payments and no warning or information that my exam date deadline is approaching and just passed. I asked for 1 week to take the exam. I am currently on hold for 48 minutes now waiting to speak to the next person that may or may not help me.

  

  Business Response

  Date: 12/13/2024

  Our members are shown the active expiration date on the upper right hand of the screen and are advised to read the candidate handbook before beginning the course that goes over expiration date, testing protocols, and other general exam information. This member was able to connect with *************** via phone on 12/09/2024 and an additional callback was made on 12/13/2024 advising of a resolution of their dispute. 

• Initial Complaint

  Date:11/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Working with this business has become increasingly challenging. Despite submitting appeals to the company, including official documentation from the North Carolina government demonstrating that I was utilizing resources to assist those impacted by Hurricane ******, the evidence was deemed insufficient to prove that I was directly affected. Consequently, the appeal was denied. I followed up with a detailed email explaining the situation but received no response. This lack of communication has been a recurring issue over the past several months as I have attempted to reach a mutually agreeable resolution. Last month, I contacted the company to make a partial payment with a representative over the phone. At that time, I did not save the payment card to my account. However, this month, I was automatically charged using the same card, which was not supposed to be retained. I promptly sent an email to address this issue, though I do not anticipate a response, as my previous email sent on February 20th to four different email addresses associated with various NASM departments remains unanswered. It appears that NASM is unwilling to engage in any meaningful dialogue or compromise to resolve these ongoing issues.
  
  Desired Outcome:
  Billing adjustment; Contact by the businesseir decision about the appeal. After arguing about this specifically, I asked to talk to someone higher up, which was denied. They decided to do me a favor and stick with their original decision date (wow thanks) after arguing about it. They said I did not provide enough evidence so I sent them photos that prove I live in *********, am an **** driver, and emergency texts telling us to evacuate and that the water is not usable. This was on oct 24th. They finally sent me a decision email on Nov. 20th denying my request but offering to extend test deadlines-this is in no way helpful as it is not about a lack of time but a lack of financial resources due to a natural disaster that affected thousands. They also gave this response 19 days after I gave them my documents which is clearly over the 15 day deadline. They very clearly do not care about how extenuating the circumstances are-they will deny you. I even qualified for SNAPS due to my financial situation. It is obvious they do not care.

  

  Business Response

  Date: 11/30/2024

  We fully recognize the hardships the Customer has encountered due to Hurricane ******** impact, which has understandably affected their financial stability. 
  
  In handling the initial refund request, our team adhered to the standard guidelines set forth in our refund policy. That said, we're aware that the exceptional circumstances caused by natural disasters might call for a more adaptable approach. We apologize for any stress this process may have caused and for any communication delays that occurred.
  
  At this time we will revisit the appeal and a member of our *************** leadership team will be in touch with the customer to discuss the next steps and work towards a resolution.
  
  

  

  Business Response

  Date: 03/18/2025

  *************** confirmed a payment was processed on an incorrect card and an expedited refund has been submitted as of 03/18/2025. The customer will receive the funds within 3 - 5 business days.

• Initial Complaint

  Date:11/18/2024

  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 scheduled my NASM CPT7 exam with PSI and completed a compatibility test on my MacBook before the exam, which showed everything was working fine. On the day of the exam, I couldnt load the test. I restarted my computer, cleared cookies, and tried again, but nothing worked.I called *** support right away, and thats where the real frustration began. I was hung up on multiple times and transferred around with no resolution. After waiting on the line for over 30 minutes, I finally spoke to someone who told me the issue was that PSIs software isnt compatible with MacBooks. This was news to me because there was no disclaimer about this during scheduling or anywhere on the website.Even though the problem wasnt my fault, *** insisted I would need to reschedule and pay an additional fee. I explained that this was their failure, not mine, and asked to speak with management. Instead of resolving the issue, I was met with rude and dismissive customer service.This situation raises serious concerns about your business practices. Failing to disclose the softwares incompatibility with MacBooks before the exam could be considered misleading or deceptive under consumer protection laws, as it prevents customers from making informed decisions. Additionally, insisting that I pay again due to an issue caused by your lack of transparency could be classified as an unfair business practice. This might also constitute a breach of contract, as I was not provided the service I paid for.The lack of a disclaimer regarding device compatibility and the unprofessional handling of my issue have caused unnecessary stress and financial strain. I believe its PSIs responsibility to address this and provide a resolution, including waiving the rescheduling fee and ensuring transparency about device compatibility moving forward. If unable to handle responsibly. I would like a full refund or the remaining charges waived as I would rather go work with a business that shares my values.

  

  Business Response

  Date: 11/21/2024

  A member of management successfully communicated with the customer and received a proposed solution that can result in ongoing business with NASM. In light of the problems encountered with generating the exam using a MacBook and the third-party testing service, we have decided to waive the absent fee and provided a free exam record. The customer will re-schedule her exam when she's ready.