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:12/29/2023

  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 the resolution to refund my entire payment, and still allow full access to the Elite program package I purchased and everything that goes along with that, would be satisfactory to me. I will wait for the business to rectify everything with the exam and approved accommodations and provide a full refund and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  dations. When I brought this to NASMs attention, they told me to contact the exam company, PSI. Upon calling them, I was told by 3 different people that my sons information didnt match the information they had in their system & that they couldnt help me. At this point, I was extremely frustrated. I called NASM back & told them this whole process has been horrible & that I want my money back. They told me they couldnt give me a refund but they would look into the situation. They also extended my sons exam deadline for another 2 weeks. It has now been a year & still no resolve. PSI even went as far as to cancel my sons scheduled exam. This leaves him with only 2 weeks to get his accommodations in place & take his exam or he forfeits his chance. At this point, *** completely lost trust in ************************** just want my money back so my son can get his certification elsewhere. So much time has been wasted, its ridiculous.

  

  Business Response

  Date: 01/04/2024

  After a review of the case, a representative of the Member Service's Leadership team will connect with the customer or the customer's liaison via phone and follow up via email. We apologize for the issues regarding the accommodations and will resolve this internally.

• Initial Complaint

  Date:12/22/2023

  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.

  we cannot cancel the subscription without calling the business. I can confirm that I contacted them through the online chat and was still asked to call since the subscription cannot be cancelled without verbal confirmation, per their policy.

  

  Business Response

  Date: 12/26/2023

  NASM has been researching the customer's account and a representative of the ****** Services leadership team has been in contact with the customer. At this time, a call is scheduled for later this week to resolve any current and ongoing issues regarding the subscription services purchased by the customer. Please note, cancelling subscriptions can be done via personal phone device through the corresponding app store or managing subscriptions within the personal device.
  
  Section 5.1 (c) of the Terms and Conditions state the following; "To cancel the auto-renewal of a subscription, the subscription must be cancelled prior to your next renewal date. Your subscription will then expire at the end of that monthly or annual term. You will continue to have access to the product until the subscription expires. If you change your mind after cancelling, you can reactivate your subscription up until the end of the term. If you let your subscription expire, you will need to repurchase a subscription: your subscription will not auto-renew once cancelled."  

  

  Business Response

  Date: 01/04/2024

  NASM Connected with the customer on 12/28/2023 and resolved the issue. The customer was notified of the resolution and their account has been updated. This matter is resolved.

  Customer Answer

  Date: 01/12/2024

  
  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 consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:12/12/2023

  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.

  In June 2023, I had purchased the Elite Trainer Bundle which included two certifications and four specializations. I was able to customize the specializations that I wanted, which were discussed with the sales rep over the phone on the day I signed up. I had chosen Corrective Exercise, Women's Fitness, Weight Loss, and ************************ However, when I had checked on my account several weeks later, I noticed that three of my specializations had been swapped to ****************************** Fitness, and Behavior Change. Only Corrective Exercise remained the same. I called and emailed NASM about this problem on several different occasions, but with very unfriendly tone each time, the sales representatives refused to rectify these mistakes. They said I was out of the 28-day policy to make additional changes to my bundle. However, I found that incredibly unfair, because it is only after several weeks I saw on my online account that my specializations had been swapped with ones I never signed up in the first place. That left me with three courses of education to pay for out of pocket that I have zero interest in. Perhaps it was a system glitch or the sales rep made a mistake enrolling me in the courses I had requested. Butp I have paid $45 in June as part of my down payment, and $235 every month from September to November on a monthly payment plan. I have reached out to my bank to stop any future payments with NASM. What I would like is a refund for the $235 x 3 months ($705 total) that I had paid so far. I would like to discontinue my certifications and specializations with NASM, as I have been left with a very sour taste in my mouth about this seemingly reputable organization. I would like to earn my personal trainer certification through another organization. I haven't taken any exams yet to receive any certifications through NASM. In addition, I have put a hold on logging into NASM ever since I reached out to my bank about stopping the monthly payments.

  

  Business Response

  Date: 12/18/2023

  A member of our management team connected with this customer to go over the details of there package and to clear up any confusion surrounding what was purchased. The customer's custom elite package is as the customer stated which includes CPT, CNC, CES, WLS, **** and WFS. As per the standard process only one course is activated at a time to allow the customer the full time allotted per course. After outlining the purchase details and the customers next steps to activate their additional courses a mutual resolution was achieved.

• Initial Complaint

  Date:12/08/2023

  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.

  When re-certifying a personal training certificate after 2 years we are given the option to be pay a fee of $99usd for 2 years or $299usd to be certified for life. I chose the certified for life option. I did all my education I needed to in the two years.NASM never contacted me telling me my certificate was to expire in July 2023. I only found out because I was interested in doing some more courses through them to see my certificate has expired. SO now they are wanting me to pay a "Late fee" of $50USD (which i'm in ****** so it cost more) What's the point of paying a lump sum up front to be "certified for life??" and I did my CEU's in February so well before July. They will not refund or let me re-certify without paying a fee. They are telling me that I should've keep track of my certificate, when any other business would give reminders to their customers. I talked to multiple people and they all said can't do anything about the fee and that I will have to pay it in order to keep my certificate active.I'm wondering for the safety of others, how many other people are training with expired certificates. Im writing this to warn others as well.

  

  Business Response

  Date: 12/13/2023

  The Recertification for Life will waive the renewal fee going forward every two years, but in the events that the renewal process is not completed with the two year window, late fees will still apply. More information can be found on the NASM website, specifically support.nasm.org. At this time, a representative of ****** Services will connect with the customer for a resolution to this issue. 

• Initial Complaint

  Date:12/07/2023

  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.
  
  Regards,
  
  *******************************
  
   
  

  

  Business Response

  Date: 12/13/2023

  The customer originally placed an order with ********************** on 06/20/2023 first connected with ****** Services via chat and email on 08/17/2023, where the 28 day return policy was advised. On 08/23/2023 two outbound calls were attempted by ****** Services to connect with the customer regarding the return inquiry and a voicemail was left. While hold times can vary throughout the year, ****** Services is open seven days a week, 6am to 6pm MST on weekdays, and 8am to 5pm MST on weekends. 
  
  The customer connected with ****** Services via phone on 12/07/2023, after additional email and chat connections, and was once again advised of the return policy. A review of previous calls and emails will begin, and NASM will connect with the customer regarding the next steps.      

• Initial Complaint

  Date:11/30/2023

  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.

  Hi, so when I signed up, I was told that I wouldnt be able to access most of my material until one exam was completed which I have failed to complete. So they are continuing to charge me for all these classes I cant access (2000$ worth). Furthermore, they allowed my account to go into debt 600+$ with out ever so much as sending an email. They claim to have called, but there are no known voicemails left. The only emails I got were in the past three days notifying me they would put my account into collections. When they failed to charge me the first month, I figured they would reach out if there was an issue. They didnt

  

  Business Response

  Date: 12/07/2023

  A member of our management team attempted to contact this customer on 12/7/23 at ******* and *******, there was no response, further attempts will be made. We will continue working with this customer through internal communication to come to an amicable resolution regarding the customer's complaint.

• Initial Complaint

  Date:11/27/2023

  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.

  
  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,
  
  *********************************
  
   
  **************************************** I then texted and called my Program Advisor, Oni and thus far have not heard back from her. ***************************************************************************************************************************I also attempted to chat however could not bc the robot kept asking for an email which I was not willing to provide bc I wanted to communicate with a human. That went no where. **************************************************************************************************************************My only recourse now is this BBB complaint with the hopes that a manager will call me so that I can make a payment AND I can learn where I can see my address since the first rep did not know.**********************************************************************************************************************RESOLUTION: Have a NASM supervisor call me so that I can make a payment and I can learn where I can see my address.

  

  Business Response

  Date: 12/04/2023

  A member of our management team attempted to call the customer on 11/29/2023 and again on 12/1/2023 to offer additional assistance but was not able to reach the customer. A voicemail was left on both call attempts with a direct phone number for the member to call as well as an email was sent to the email address on the members account advising we attempted to reach her. A phone number to contact the member of management was also provided on the email.

  Customer Answer

  Date: 03/14/2024

  I would like to pay my bill. I have been calling in for more than 1 week now however no one is picking up your phone. The number I have been calling is ************. It's utterly ridiculous that I would have to file this complaint bc no one is answering your phone!!! ****** After pressing 5, I was able to talk with someone whose accent was so thick and the call center madness around him was so intrusive I could barely hear him and I could barely understand what I was hearing so I hung up. Furthermore I was def NOT going to give this guy my cc info. Some foreigner who I could not understand, NO THANK YOU!! Perhaps, NASM can find their way into the 21st century and allow payments via online so I do not have to speak to someone I do not trust! SMH. ***** Kindly have someone from your staff who is an American, who was born here that speaks without without an accent so that I can understand them, call me so that I can make my payment.
  

  
  

  

  Business Response

  Date: 03/25/2024

  A member of our management team as attempted to get in contact with this customer multiple times through phone to collect payment but has been unsuccessful in doing so. They attempted calling on 3/20/2024 at 12:16, 3/21/2024 at 3:53, and 3/25/2024 at 3:40 but only were only able to leave a voicemail (Mountain Standard Time). We have also been in email correspondence and are requesting that the customer provide us with a callback time so that we can reach them at the most convenient time for the customer.

  We understand that at some times we may have extended hold times due to a high influx of callers. For that reason we also have a callback representative that can be requested through email. We would ask that the customer email us at ****************************************************** with at least 2 business days ahead with a ************* for a callback so that we can ensure that it happens on time! Additionally, we are open on the weekends from 8 to 5 and the weekdays from 6 to 6 MST. We would recommend the customer contact us outside of traditional lunch hours as those tend to be our busiest!

  The member of our management team will continue to be in direct contact with this customer so that this issue can be resolved.

• Initial Complaint

  Date:11/20/2023

  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've been facing a critical issue with the NASM Certified Personal Trainer 7 NCCA Exam (CPT) extension process. Despite my repeated attempts to seek clarification on extending the exam before its expiration, the responses I received lacked clarity and failed to address my specific concern.In my recent email, I explicitly asked whether it's necessary to purchase the extension before the exam's expiration date or if it could be done afterward. This confusion arose from conflicting information provided by a representative who suggested I could extend it when I'm ready for the exam. I urgently need assurance that delaying the extension until March won't result in unforeseen additional costs beyond the $199 extension fee.Despite my efforts to seek clarity, NASM's responses mainly reiterated the administrative nature of the extension fee and its ineligibility for an installment plan. While they provided information on how to purchase the extension, they didn't directly address my crucial question about the timing of the extension concerning the exam's expiration date.This lack of a clear response has left me in limbo, unsure whether delaying the extension might lead to extra costs or affect the exam's validity.

  

  Business Response

  Date: 11/28/2023

  A representative of the ****** Services team will connect with the customer on 11/29/2023 and go over all extension options, setting up the customer for the ideal situation to pass their exam.

• Initial Complaint

  Date:11/20/2023

  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.

  Hello I would like to see a receipt of the refund NASM claimed to give as I do not see it in my bank account. If there is a process number with refund that would be sufficient. The answer NASM provided still leaves in question the problem I have concern for as well. There is still a lack of consistency in the verification process and feel it should be revised as my photo ID actually has a different name then the one I provided for NASM. ******************************************** is on the photo ID and ************************************* is the name provided to NASM . ************************* was the name on my CPR card that was not accepted by NASM. I feel this is inconsistent according to their own standards if they were to accept my photo ID ******************************************** that has a different name than the one the had on file for me as *************************************. As I stated in the previous complaint there may be many ************************************* in the **************** as well and the verification process should be even more strict according to their own standards to be consistent.

  Thank you so much for your help!

  -*****

  ring there are many people with the same name. This cost me money to pay for a retest voucher and emotional distress and I am complaining for NASM to require a more certain way of verification and consistency.

  

  Business Response

  Date: 11/28/2023

  NASM uses a third-party proctoring system that runs verifications on test takers. Because it is a third party, the proctoring service can only verify the information that is provided on a government issued photo ID. Our records indicate that the customer was able to connect with ****** Services via phone on 11/20/2023 and was also refunded for the incorrect charge made to the customer's account on 11/14/2023. A refund case has been submitted and the customer is ready to reschedule. 

  

  Business Response

  Date: 12/13/2023

  Returns and refunds can take up to 15 business days to be processed and our records show that the customer's refund was processed and completed on 12/08/2023. For privacy purposes, the customer can contact ****** Services via phone or email for a transaction ID for their records. Regarding the verification process, the proctoring service utilized by NASM is a third party company, and not a connected entity with NASM nor Ascend Learning. NASM does not have a say in the verification processes that PSI may require. 

• Initial Complaint

  Date:11/15/2023

  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've mentioned this before no documentation was signed, and I was left in the dark about the program's workings. Attempted to cancel due to a circumstance covered in your appeal policy, but it's evident from reviews that appeals are a lost cause with you. Presented ********clear documentation with dates, yet the fact remains: no signature equals fraud. No interest in a refund, just cut ties with this program; it's become a hassle under my circumstances. Business and customer support? Dreadful.

  

  Business Response

  Date: 11/28/2023

  Our records show that the customer originally connected with *********************** Program Advisors via phone on 07/10/2023 and 07/11/2023, making a purchase on 07/11/2023. A docu-sign agreement was sent to the customer on 07/11 and the customer signed the contract that same day, finalizing their order.

  
  Per the Terms and Conditions (listed on www.nasm.org as well as in the online course),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. In addition, the Terms and Conditions state, You must contact the ************************** within the Return Period to request a refund.

  
  On 09/12/2023, the customer connected with ****** Services via Live Chat and advised they wanted to return due to an extenuating circumstance and was advised to submit an Out of Policy Return appeal. Appeals are not guaranteed cancellations and are simply a review to determine if NASM will move forward with a closure of an account due to extenuating circumstances.

  
  On 10/03/2023, the customers appeal review was completed and the customer was advised of the resolution via email. On 11/15/2023, the customer connected with ****** Services via phone and was advised of the resolution of the appeal as well. Later that day, the customer connected with ****** Services again and was offered an alternative solution to his installment plan and was advised of additional solutions. 

  

  Business Response

  Date: 12/13/2023

  NASM has a copy of the signed docu-sign dated 07/11/2023 which per the agreement states, "You have asked NASM/AFAA to provide and make the Goods & Services available to Buyer through our websites (www.nasm.org or, as applicable, www.afaa.com), subject to the Terms and Conditions published on our websites (************************************************************************* and, as applicable, ****************************************) and, as applicable, our Candidate Handbook. A free demo of the *** product is available. This Agreement is only cancellable pursuant to our Refund Policy, even if the first payment has not yet been made. Cancellation of this Agreement or a request for a refund, minus fees, is only available if requested within twenty-eight (28) days of purchase."
  
  At this time, the customer has been presented with an alternate resolution, but they may appeal for an Out of Policy review if they have an extenuating circumstance during the exam and order enrollment period.