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:10/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and as long as they follow through with the refund they promised, 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: 10/31/2024

  A member of our management team contacted this customer. They are eligible for a refund per our Job Guarantee/Gymternship Program which will be provided to them based on the standard refund time frame. This complaint has been resolved. 

• Initial Complaint

  Date:10/24/2024

  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.

  NASM has made deliberate misrepresentations. 
  

  They have persisted in emailing me with an automated system daily and Ive responded daily. A representative of theirs told me they monitor that email and respond. They have not. Prior to that upon reaching out they replied twice before deciding to ignore/gaslight me. I have told them in my replies the contract is terminated and so is our relationship due to their violations and blatantly malicious psychological abuse  
  

  They did not fulfill their end of the contract and now prevent me from access to said contract simply because I refuse to pay. They are not entitled to any payment from me. They violated our agreement. I did everything required of me. If I didnt as they proper then it is because they did not make the terms clear. I did not agree to whatever terms they cite and the two terms they cited here in this message contradict one another. 
  

  NASM needs to cease and desist their harassment/abuse. They also need to cease and desist attempting to collect money they are not entitled to. 
  

  I was told by a representative a few weeks ago to file a paper and then theyd terminate my account. ********************** refuses to terminate my account. I do not want any relationship with this company nor do I want to even hold these certifications from them. They are worthless to employers and didnt help me get employment. Their malicious actions and blatant psychological abuse is also a prime reason I want nothing to do with them. 
  

  They need to be explicitly clear in their representations of services and if something is advertised a certain way they need to stand by it. 
  

  I do not want to receive any communications from them and I want them to be investigated for violating federal laws regarding consumer practices. 
  

  I dont care to even get a refund at this point. I just no longer want this company harassing me and want them to cease and desist attempting to collect money they are not entitled to. 

  peal, so I did. They told me they denied it and cited a bogus part of the contract irrelevant to what I stated.Prior to that I had reached out and was gaslit and then altogether ignored when trying to discuss their contract violation.They violated our contract. As far as I can tell the agreement we had is now null and void, or terminated. They are not entitled to any money.They failed to disclose everything about the program and failed to provide adequate assistance through navigating and understanding their policies and programs. It is my understanding under US SC businesses must disclose things fully to consumers, especially when it comes to services. They failed to do this. They have made promises they do not stand behind and their certifications mean nothing to employers. They made a promise of $19/hr job guarantee and have someone pay extra for it and then do nothing to assist them and then gaslight them or ignore them when they go for the refund after 90 days.

  

  Business Response

  Date: 10/28/2024

  Regarding the Job Guarantee and refund policy, NASM aim to be explicit in our representations. All details pertaining to the Job Guarantee, including the conditions and requirements for eligibility, are outlined in the NASM Candidate Handbook, which is made available to all participants. NASM requires acknowledgment and agreement to our Terms and Conditions before enrollment to ensure that our customers are fully informed of the program's structure and policies.
  
  Please note that while a termination of the account is requested, this does not ****** the financial obligations agreed upon at the time of enrollment, as outlined in the signed ******** agreement and our Terms and Conditions, specifically section 5.2. As per the agreement you signed, customers are responsible for the payments for the program they enrolled in. After the return period, customers will uphold the terms of the agreement, which state that cancellation of a payment form does not excuse obligations under the Retail Installment Contract (RIC).
  
  In addition, NASM operates in compliance with federal laws regarding consumer practices. We are committed to providing clear and accurate information about our services and policies. If there are specific aspects you believe were not disclosed fully, we invite you to provide details to *************** so NASM can review and address them accordingly.

  Customer Answer

  Date: 11/06/2024

  NASM does not make clear representations, which is why this situation has occurred. M

  furthemore they continue to boldly claim they have attempted contacting me via phone and email and the only emails they have sent are automated, of which I have responded to every day since prior to even receiving them. 
  

  NASM lacks transparency, communication, and integrity. 
  

  I reject their response and allegations that they make things clear. 
  

  Their automated emails do not count as communication and they have not attempted calling me. 
  

  They do not stand by the value of their programs and promises and only want to get money they should no longer be entitled to for violating our agreement. 
  

  They are in direct violation of federal law and can continue denying if theyd like but the cold hard truth is for over 60 days I tried contacting them and have been met with silence and gaslighting. They do not want to work with me, they just want money they are no longer entitled to. 
  

  I advise they cease and desist before this escalates to a higher bureau who will be prompted to do a full investigation into their consumer practices. Based on my experience and the experiences of those shared here and on forums it appears this is common practice for NASM and they will likely be found to be guilty of violating the law. 
  

  I have tried handling this situation with patience but they refuse to respond and continue to harass via automated emails, meeting me with silence whenever Ive responded. They allege to calling me in those emails, but I have 0 calls and 0 voicemails from them. They violate the contract and continue to make misrepresentations to agencies such as the BBB and even creditors.They need to act with integrity and thus far they have not. 

  

  Business Response

  Date: 10/25/2024

  In December 2023, the customer enrolled in **********************'s Premium Self-Study program, which includes a 90-day *******************CPT exam. If employment isn't secured, the Job Guarantee fee may be refunded per our terms.
  Our return policy allows for refunds within 28 days of purchase (Terms and Conditions, Section 5.3). Post this period, or if the final exam is attempted, refunds are not issued. The customer completed the final exam on June 5, 2024, and additional specializations on May 5, 2024.

  
  All program details and Job Guarantee specifics are in the NASM Candidate Handbook, available on our website and within the program materials. Agreement to our Terms and Conditions and the Candidate Handbook is required before starting the program.

  
  Installment payments must be kept current for continued account access; missed payments result in temporary account suspension.

  
  The Job Guarantee supports NASM-certified trainers in finding employment, but hiring is subject to meeting employer requirements and successful interviews.
  The client has not met the Job Guarantee requirements, and given the policy and their exam completion, we cannot process a refund or order cancellation..

• Initial Complaint

  Date:10/17/2024

  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.

  It was earlier this month (I forget the exact date, Oct 12 or 13 maybe), that the NASM website was down for maintenance. While the site was down, there was a notice that everyone would be able to purchase the nutritional coach course for free because of the inconvenience. Since I'm already enrolled in the course, I asked how else I can be compensation for the inconvenience and how will they credit my account. Their reply was that they won't since more than 28 days had passed since the promotional period. However, it was not a promotional period. They were compensating their customers for the inconvenience. As of today, according to their website, the going rate for the nutrition coach class is $674. I would like at least a $337 credit place on my account, if ********************** won't agree to any other sort of compensation. Thank you

  

  Business Response

  Date: 10/25/2024

  We would like to address the concerns regarding the promotional offer available on October 12th during our website update. For one business day, customers who purchased a new CPT course were eligible to receive the CNC (Certified Nutrition Coach) course at no additional cost by using a designated promotional code.

  
  We understand the importance of flexibility in online purchases. NASM offers a 28-day return policy, **** to retail standards, allowing customers to contact *************** within this timeframe to request returns, upgrades, downgrades, or exchanges. Beyond this period, all sales are considered final.

  
  In the case of the customer in question, the initial purchase was made on July 12, 2024. This provided a window until August 9, 2024, to make any desired adjustments to their order. We trust this clarifies the terms of the promotion and our return policy.

  
  Should there be any further questions or if additional assistance is required, please do not hesitate to reach out to our *************** team.

• Initial Complaint

  Date:10/11/2024

  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.

  My son got solicited and this company NASM sold him a $2500 package, when he realized the amount of money was unbelievably high then he downgraded to a lower priced packaged and he was told by representative ******* that he was a also entitled to another discount for already been working at a gym, after all this time, we just fount out the discount was never applied and my son does not have the time or the money to engage in this expensive course.. many attempts via calls trying to cancel this membership and unfortunately this company does not have any sympathy for change of circumstances in peoples lives, it is not fair to be obligated to pay for a product that has never been usedcompanies like this should not be in business.

  

  Business Response

  Date: 10/15/2024

  NASM has a 28-day cancellation policy in effect for all customers. Prior to the 28th day we can make loan modifications to a customers order. ********************** does not allow discount stacking and will do our best to help our customers get the best discount available to them for the package they are purchasing. Unfortunately, there was no customer information shared within the details of the complaint, so we are unable to investigate further to see if this customer received the best discount available to them at the time of their purchase for the package they enrolled in. We would be happy to investigate further once this information is provided. 

• Initial Complaint

  Date:09/19/2024

  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.

  NASM is a prominent certification body in the fitness industry, but many find its coursework and policies questionable. NASM's coursework is often criticized as subpar, presenting information that is easily accessible through basic research or free resources online. Topics like exercise physiology and anatomy, are widely available, but NASM packages them into high-priced courses, offering little beyond what's already public domain. This raises concerns that the org focuses more on credentialing than providing quality ************ addition to charging high fees for certification, NASM encourages registrants to purchase additional study materials, which merely repeat the same content. This creates the perception that students are paying for the credential itself rather than gaining valuable knowledge.A significant issue is NASM's restrictive time limit to complete the examtypically around six monthswhich does not accommodate the schedules of working professionals or parents. People with multiple responsibilities, like myself, face difficulty in completing the coursework and exam on time. Moreover, NASM does not make these deadlines easily visible, causing many to miss them without realizing. When this happens, the organization offers no flexibility. NASM refuses to provide extensions, even for valid reasons like family or work emergencies, leaving registrants in a bind.Worse, NASM's customer service has been described as snarky and unhelpful when addressing these issues. The coursework remains indefinitely available online, but the rigid deadlines force students to rush or pay extra fees, creating an exploitative situation. NASMs refusal to offer extensions or compassionate support suggests they prioritize profit over the well-being of those seeking certification. Their approach can turn a legitimate career step into an unnecessarily stressful and expensive process for professionals.

  

  Business Response

  Date: 09/27/2024

  A management team member contacted the customer and discussed their complaints. The customer has accepted this solution.

  We did want to respond to the customer's complaints though regarding our business practices.

  First, NASM is widely regarded in the fitness industry for both our certification standards as well as our content value. We offer an ****-accredited certification that is viewed as the industry standard for Personal Training. We also pride ourselves on our course design and content. We utilize the OPT model, which is a proprietary method of training, that was created and continues to be developed by industry-leading fitness experts. This information cannot be found in other authorized (free) sources.
  
  Second, NASM does recognize extenuating circumstances and has a review team for these types of situations. After of the customer's account, it appears that they have never initiated this process or even indicated to us that they have had circumstances that might be eligible for a courtesy extension. Additionally, we prominently display expirations for both our content and exams so that customers are aware of deadlines and can prepare adequately for them. We have included an example screenshot of a customer portal that is required to be accessed prior to getting into the course.
  
  Finally, we dispute the claim that we are exploitative to our customers. Just as academic institutions have deadlines for content and exams we offer generous amounts of time for our customers to take our self-guided course. On average most individuals complete the *** exam within 3 months, however, understanding that some may have differing situations we offer a full 6 months to complete the course. Most of our other courses have an expiration of a year so that they can be completed at the customers pace.
  
  If the customer has future questions or complaints they are welcome to provide feedback through our customer service teams or through surveys.

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  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: 09/27/2024

  A member of our management team attempted to contact the customer on 9/27/2024 but was unsuccessful in doing so. We have advised the customer that we will be providing a full refund as a courtesy. That refund will still arrive within 15 business days

• Initial Complaint

  Date:09/04/2024

  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 initially signed up for CPT with NASM because they assured me the VA GI Bill covered the courses. I got signed up and paid the initial start up costs and was excited to start. I reached out to the VA to let them know and find out what I needed to do from there. The VA stated this is NOT one of their approved courses and would not offer reimbursements for it nor the certification test. I reached out on April 30th to immediately cancel and was told I wouldnt receive any refunds but the account would be closed. Today, now in August, I am being threatened to be sent to collections for a second account I was unaware was accidentally created during their cancellation. The *** says she cant cancel it despite the error and says I need to continue paying for it. This error on NASMs end is now a $1600 bill I cannot afford and for me to figure out. On top of that, they misled me to believe my VA benefits would cover the course. Bad business practice and very much a scam in my opinion.

  

  Business Response

  Date: 09/09/2024

  The customer originally purchased the program on 04/11/2024 with a program advisor utilizing military benefits as stated in the complaint.However, once notified the benefits were not applicable, the customer had the original order returned as stated, then repurchased a new order and downgraded their program with another program advisor on 04/30/2024, setting up the plan with installments and signed an installment contract. On 05/02/2024, the customer connected with *************** via phone and advised the courses were not loading onto his account, and the MS ***** was able to add the courses for access once more.

  
  Per the Terms and Conditions, section 5.3,  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, NASM/AFAA will not provide refunds or accept returns.

  
  At this time, a representative of the *************** management team will connect with the customer for an amicable resolution. 

• Initial Complaint

  Date:09/01/2024

  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.

  Unfortunately, my medical condition will not resolved over time it will continue to worsen. The condition is something that one can have for years before being diagnosed. This company refuses to accept the judgment of a licensed physician stating that I am unable to complete the course and exam. They continued to ask for the why which would expose the condition. Even jury duty accepted the judgment of the licensed physician stating I was unable do jury duty without state why. Again I am a senior citizen on a fixed income. This whole process has been a very heavy burden for me at this time in my life. The last sentence in the last appeal I sent the company stated any future appeals for a refund for this order will unfortunately be declined. Its obvious this company isnt interested in being fair they just want to make money even in hardship cases.

  

  Business Response

  Date: 09/27/2024

  We understand that the customer has had a significant medical history in the past year, and we have continued to work with this customer on those situations. The customer initially reached out to us on 4/15/2023 and on 8/18/2023, first inquiring about their course and then requesting an extension. We informed them of the appeal process, and in October of 2024, we received a refund appeal that included a letter from a medical professional stating that the customer needed an indefinite postponement of the course. Specific wording and dates were reviewed in this appeal. This request was denied as it was beyond the 6-month period of access to the exam and nothing indicated in the appeal or documentation that the customer couldn't take our course during the that time period. Additionally, it was found that the customer continually accessed the course during the 6-month period, even completing the CPR/AED course included in their purchased package, which indicates that the material was utilized by the customer, .

  The situation this customer is in is akin to a student accessing course materials during a semester of school but then failing to schedule and take their final exam. As we are not an academic institution, we offer some flexibility to our customers who may need additional help. A retest voucher allows the customer to take the *** exam at a later date which the customer had two of (One purchased initially and one given by NASM as a courtesy).This compromise to the customer waives a $199 fee.

  The customer mentioned financial difficulties; however, they do not owe us any further funds as they are paid in full. We are not requiring any additional money at this time from the customer, thus not adding to the customers financial burden.

  ********************** has no policy obligation to provide courtesy extension or refund, however, we have fulfilled our ethical obligation to our customer by providing an "indefinite extension" of their access, as long the product is supported.

  Customer Answer

  Date: 10/02/2024

  NASM was informed numerous times that the delayed response was due to the condition. It has been communicated multiple times to NASM that the condition will not improve over time offer of an extension is not helpful. It is a burden because the course can not be completed due to the condition. It is a lot of money to lose when youre a senior citizen on a fixed income. It is unethical because NASM keeps the money of a senior citizen on a fixed income who cant use the program. Does the NASM need the money that badly?

  

  Business Response

  Date: 09/09/2024

  Our management team has thoroughly reviewed the appeal submitted by the member. The member initially appealed for a cancellation on 10/11/2023, but her appeal was denied because the medical documentation did not clearly state that she was unable to complete an online course indefinitely. However, the member was granted a full extension on her account.
  
  The member submitted a second appeal on 1/5/2024, but it was also denied because the medical documentation did not indicate that she was unable to complete the online certification. The member was given 15 days to submit the correct documents for review. We reiterated to the member that we have never required a member to disclose documentation of HIPPA protected information. All members are held to the same standard of submitting an official letter from their medical professional stating whether the member is able to complete an online course, online exam and the dates to verify the timeline of the extenuating circumstance. Unfortunately, the member did not comply with this requirement, leading to the denial of her appeal.
  
  On 4/26/2024, the member submitted a third appeal. The most recent documentation indicated that she had a medical issue as of March 2024, preventing her from continuing with the course. However, the member's exam eligibility was from April 2023 to September 2023, meaning that the documentation provided does not indicate that the extenuating circumstances took place during their eligibility window. All previous appeals also did not address why she couldn't take the exam during that eligibility window. As a result, a cancellation was denied and an extension was approved. 

  At this time based on what has been provided to us we are unable to change the outcome of our decision. The member has been informed on the next steps for this internal process. We look forward to hearing back from them. 

• Initial Complaint

  Date:08/16/2024

  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 thought getting a personal trainer certification would be a good move for my career. I found the signing agents to be very pushy, encouraging me to sign my contract via my phone while I was driving on the interstate during rush hour, which I communicated to them. It was a lot of pressure and I succumbed to it because I really did want this certification. I never heard from my "success coach" again. A few months later, I encountered significant financial hardship which resulted in me missing three months of payments, which I resumed following. Now they are calling me twice and thrice daily demanding that I pay those missing months today, hitting my credit report for past due account, and they are not sympathetic to my situation or that I have resumed my monthly payments for six months now. They are unwilling to help and say that "there is no path forward other than paying the balance" because their system is "automated". I also repeatedly expressed that I do not want to be called *** or have ***** used to refer to me, that my pronouns are they/them and that my prefix is Mx. One representative said that she would make a note of it then transferred me, and her supervisor repeatedly misgendered me saying "I'm sorry ***** I am upset that NASM is unwilling to work with me to extend my payments even though I am trying to reconcile in good faith and have a history of resuming payments. I begged several times for assistance, for an extension, and it was not granted. I said several times that NASM is exacerbating my financial hardship and they are unsympathetic. I will be out the full value of a certificate with nothing to show for it. I recommend pursuing a NASM certificate only if you are not planning to experience hardship- because NASM only cares about enforcing their predatory contracts.

  

  Business Response

  Date: 08/22/2024

  A member of our management team attempted to contact the customer by phone on 8/21 at 11 AM and 2 PM and on 8/22 at 11 AM. We were unable to reach the customer, however, we also provided the customer with an email to one of our managers for further communication.

  First and foremost, we want to apologize to the customer for the misuse of titles and pronouns. We want to honor the gender pronouns of our customers and we will ensure that this representative is coached and corrected moving forward. Regarding the customer's financial difficulties, we do have the ability to defer payments, however it would have needed to have been requested initially when the circumstances began. As we were not contacted by the customer until August 16th, we had no awareness of their financial difficulties. As the customer is currently past due and approaching the maturity date of the payment plan we would be unable to defer past or future payments. However, we are willing and happy to work with the customer and provide extensions when their account is not in a past due status. Additionally, depending on the extenuating circumstances the customer may be eligible for a cancellation of the remaining amount due. We would encourage the customer to contact us if they have additional questions on this resolution.

• Initial Complaint

  Date:08/08/2024

  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 purchased a certification course from the business and signed up for monthly installments. I received a receipt with a link to my student portal, but there were no courses attached to my account. After emailing about the issue and receiving no response, I called the customer support number for assistance. They were unable to solve my issue and when I requested for the order to be cancelled I was told I would have to pay the 10% admin fee even though a product was never received. A cancellation request was submitted, but no refund is being issued due to the fee being more than the initial installment. On top of that, they are saying they will be charging me with the remaining balance of the fee. I am basically paying for a headache and not receiving any sort of product compensation.

  

  Business Response

  Date: 08/15/2024

  A member of our management team had attempted to contact this customer by phone, however, was unsuccessful in doing so. This customer did have a unique error that was scheduled to be fixed before the customer requested a refund. Per our terms and conditions, any refunds requested within 28 days of purchasing is subject to a 10% admin fee that will be reduced from the amount paid initially. We do not collect the remaining balance if the first payment was less than the 10% admin fee. As this customer may have been given incorrect information as well as the technical error that was experienced we have requested a full refund be given. That refund will be the standard process of up to 15 business days. We have also emailed the customer a confirmation of this.