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: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 am filing a complaint because I contacted NASM regarding their nutrition coach certification. Before purchasing their certification, I asked if I would be able to get reimbursed from the VA using the ** bill and was told yes. After passing my test, I submitted everything to the VA for reimbursement and was denied reimbursement due to it not qualifying. I contacted NASM customer service and spoke with another agent who said that he too thought it would be eligible for reimbursement, but then found out it was not while on the phone with me. I was supposed to receive a phone call from a manager after reviewing the tape where the young lady told me that I could be reimbursed but never received a phone call. I understand being unaware of certain things but when taking money from people more care should be involved. If I were told no, I would not be reimbursed, I would have just purchased at a later date. I have purchased from NASM before. Giving out false information just to make a sale is not something I would expect from NASM.

  

  Business Response

  Date: 11/28/2023

  A member of the ****** Services leadership team will connect with the customer on 11/29/2023 after ********************** has conducted an internal review of the customer's call. Reimbursement guidelines are ultimately upheld by the VA but NASM will work towards a resolution that satisfies both parties.

• Initial Complaint

  Date:11/08/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried contacting nasm for help with my certification since I have started it in August 2023 and I have only been able to contact one person. They never helped me directly and only went to there "manager; and that was it. The exam had alot of different questions on the exam vs the practice exam test. The sale they advertised was said to end in mere days of july ending for christmas in July yet the sale continued up through August. The website is horrible to navigate, slow, hard to learn on a poorly designed course section. I highly recommend anyone to try another certification course other than what nasm sells. Never again will I buy anything from Nasm.

  

  Business Response

  Date: 11/10/2023

  Our records indicate that the customer originally purchased on the web on 07/27/2023 and connected with member services via phone on 10/24/2023 regarding some technical errors. The customer was not home at the time per call log, and was advised per the Agent to contact ****** Services when in front of a computer for real time assistance. The customer also was able to connect with ****** Services via email on 11/08/2023 with exam questions, however due to our accreditation, we cannot go over direct exam questions to protect the exam's integrity. At this time, we encourage the customer to contact ****** Services and we will be happy to address any additional concerns.

• Initial Complaint

  Date:11/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have not received any communication regarding reversal of fees, in response to this specific complaint. 

  

  Business Response

  Date: 11/28/2023

  An email was sent to the customer on 11/10/2023 regarding the status of the account and orders with NASM. This case is resolved.

  

  Business Response

  Date: 11/10/2023

  After a review of the customer's account and reference for the charges, NASM will connect with the customer regarding the reversal of fees. An additional email with financial details has been sent to the customer and this case is resolved.

• Initial Complaint

  Date:10/17/2023

  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.

  The NASM online course will not launch! I have gotten a 440 - page does not exist - error each time I attempt to launch the course. I am up to date on payment and the course does not expire until next year. I have tried all the recommended technical adjustments such as clearing browser cache/cookies, new browser, new device, but to no avail. I called the 800 support number, but only got an automated response to call back during business hours, even though it IS during business hours. I have sent an email to member services and await response. This is a recent issue, and I'm only posting here for further visibility for resolution to the issue. Please help me out, NASM!

  

  Business Response

  Date: 10/25/2023

  A member of our leadership team has reached out to this customer, we are working on a solution to their technical difficulties via phone call. After investigation the customer will ensure they are using the correct operating system per our outlined system requirements. We will continue working with her to ensure she can test on her exam. 

• Initial Complaint

  Date:10/02/2023

  Type:Order 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: 10/04/2023

  A member of our management team contacted this customer today regarding their complaint. Unfortunately, we were unable to offer a refund as the customer attempted the exam and did not attempt to contact us within the 28 day return period. With that being said, we did want to make sure the customer is set up for success by offering the non-accredited version of the exam and by reactivating the retest voucher so that the customer can take the exam in the future. We are also reviewing our policies with our teams to ensure that customers receive callbacks when requested.

• Initial Complaint

  Date:09/21/2023

  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.

  Since June of 2023, I have been getting charged for a personal training package that I did not sign up for/ do not have access to. I called the support for NASM and they acknowledged the wrongful charges and were supposed to give me a full refund within two weeks of the call. I called the NASM support line on 8/31/2023 and still have not received my refund for the wrongful payment towards a personal training package that I did not sign up for. The payments for this package have been $135.77 since June 1st amounting in a total of $543.08 I am requesting that my refund is fulfilled and I receive all of my money back.

  

  Business Response

  Date: 09/27/2023

  A member of the NASM management team has contacted this customer in response to their complaint. It was determined that an error occurred on 5/1/2023 when the customer initially expressed interest in the course. This resulted in the customer being incorrectly charged for 4 payments. After the customer reached out to us on 8/31/2023, we initiated a review process and submitted a refund. Our management team has now confirmed that the refund will be issued in the form of a check, covering the full amount specified by the customer in their complaint. To ensure the refund is successfully processed, the customer can directly contact our management team. Additionally, as a resolution to the issue, we have provided the customer with a credit for a future purchase.

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am very disappointed in the service received from NASM customer service. My husband and I received orders to go overseas and after taking over a month to get back to me and me sending about 3-4 emails and phone calls to their team about an update on the appeal review, they denied it!! They didnt even get back to me until I had emailed a person directly from there when they told me my payments were declined ( I had blocked them with my bank because they decided to ignore me for weeks and continue to take out money). The reason that they denied me was that I should be able to take the exam from overseas somewhere and train people online? That is not how I want to run my business and was only getting the cert in the first place to work in person at the gym I was at previously. However, I never even had a chance to finish the certification and sent them orders immediately after finding out we were moving. They dont speak English where were at overseas and I guess they expect me to train clients in the US when there is a major time difference. I am shocked at how extremely inconsiderate this company has been given the circumstances. When I first signed up, I let the associate know that moving was a possibility, and she said, as long as it was a military circumstance that it should not be an issue. I wont be recommending them to anyone. They were very difficult to deal with during this whole stressful point in my familys lives. No one understands the stress of moving to a new country with little ones more than the people who have done it themselves, so it seems they simply dont care to help unless they get their money. Now I have to worry about them sending me to collections for something that was very justified. This all being said, they continue to contact me just to say I owe them money but nothing regarding being helpful to me or my family, so I do not wish to speak with them via phone only to be treated like a delinquent.

  

  Business Response

  Date: 09/22/2023

  After reviewing the appeal and the documentation provided which was under the customers husbands name, the date of effective military transfer for was 2/27/2023 whereas the customer purchased on 3/26/2023. In regard to the customers complaint, at this point we are unable to offer a cancellation on the course due to the contract that was signed upon purchase. Per the Terms and Conditions, found on ******************************************************************************** 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, the Company will not provide refunds or accept returns." In circumstances that are extenuating we reserve the right to offer an out of policy return, however, this is an internal process and we do require documentation of extenuating circumstances that happened within the enrollment period in question.

  In addition, in order to qualify for a cancellation, customer would need to be unable to continue with an online program and exam. After reviewing the location for transfer there should be sufficient capability to do an online course and exam. We have a multitude of trainers that are 100% virtual and operate off of designing programs for clients rather than physically working out with them. Therefore, the request to cancel the program needs to be based on the inability to continue with the program rather than the change in location.

• Initial Complaint

  Date:09/18/2023

  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.

  I had signed up for the personal trainer certification course and exam online with NASM on Monday 11/28/22 at 9:00 pm. When trying to access the course it was not available. I called customer service and they were not able to help me nor would provide access citing an account from 2015 which they thought was mine and was not paid. That was not my account, I never had previous access and even if that were the case the statute of limitation for that had run out years before. Since they were not going to get me access I cancelled that transaction that same day, see email attached. They put the charge through anyway. I called and asked them again cancel since they would not provide the course to me, then emailed them as well, see attached email of 12/4/22 at 8:33 AM. They have since charged my account every month. I filed a dispute with my bank but they were not able to resolve this. THIS COMPANY IS A SCAM AND TAKES MONEY FROM PEOPLE WITHOUT PROVIDING THE COURSES. THEY DO NOT HONOR THE LEGAL OBLIGATIONS OF DOING BUSINESS. They are now trying to call me to continue to collect despite all of this, that is now harrassment.

  

  Business Response

  Date: 09/22/2023

  A member of management attempted to get ahold of the customer via phone on 9/19/2023, 9/20/2023 and on 9/21/2023 followed by voicemail offering additional assistance but was not able to reach the customer. An email was also sent to the customer following every attempted call providing a direct phone number and email address for direct contact with a member of management which the customer has not contacted us back. We would request that the customer give us a call so that we can help resolve the customers complaints. In regards to the customers original complaint, at this point we are unable to offer a cancellation on the course due to the contract that was signed upon purchase. As the customer purchased on 11/28/2022 they would've had until 12/26/2022 to return the course. In circumstances that are extenuating we reserve the right to offer an out of policy return, however, the customer has not contacted us to assist her with her mentioned account access issues. We would be happy to review possible extension options for the customer so that they can continue with the course when it is possible.

• Initial Complaint

  Date:09/13/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up, but I would like to cancel my enrollment. I am well within the 28 day period they claim on their site. I cannot get anyone on the phone or to answer my emails. I want this canceled.

  

  Business Response

  Date: 09/14/2023

  ****** Services occasionally will have a spike in call volume and in turn can result in longer then usual hold times. Our hours of operation are Monday through Friday, 6am MST to 6pm MST, as well as weekends from 8am MST to 5pm MST. Emails are responded to within two business days and NASM also has a Live Chat option during phone operating hours. When responding to all offline inquires, NASM responds in the order they're received. Our records show the customer initially purchased via Web order on 09/12/2023  and connected with ****** Services via chat on 09/13 at 8:34am MST as well as 9:22am and was advised all return inquires must be handled through NASM's phone team. Later that day, the customer was able to connect with ****** Services via phone and a Return case has been created to be resolved within 15 business days. This matter is now closed.