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:06/03/2025

  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.

  I purchased the NASM bundle on January 3, 2025. I attempted to cancel on January 7, 2025, after I realized that I really could not afford it, even with the monthly installments. However, I later realized that, after reaching back out to NASM in March 2025, I had incorrectly typed the email address to whom the cancellation email was sent. I followed back up with NASM to accept responsibility for this mistake but to see if there was anything that could be done. I was not seeking a refund for what had been paid, but rather to cancel all of the programs. I made clear that I still cannot financially afford the remaining cost as I have been caring for my immediate family members in my household who have been laid-off, to which I was told - rather, a copy-pasted email of "extenuating circumstances" was sent to me - that this was not grounds for appeal. Life happens and circumstances change, and I would rather my family be taken care of. For NASM to not recognize this as an extenuating circumstance is troubling. Financial hardship is real. Furthermore, I have since discovered that the "go at your own pace" that was advertised is not so, as I have learned that these courses expire. This was not communicated to me in any manner, and with all that I am doing to care for my family, I cannot foresee myself being able to complete any of these courses, and as I cannot even afford the payments now, I definitely cannot afford an extension. The expiration of these courses should have been made abundantly clear BEFORE a purchase is made. Any attempts I have made to contact NASM have essentially failed, as it takes 2+ weeks to hear back, and if there is a response, it is just a copy-paste of the policy. I understand there is a policy, but there is also life, and my life right now is focused on ensuring my family is cared for. As mentioned, I recognize I am at fault for emailing an incorrect email address and simply want to cancel anything remaining as I will not be able to use it.

  

  Business Response

  Date: 06/13/2025

  NASM has reviewed all aspects of the customer's account and interactions with *************** and was able to find documentation regarding the original return request. We have provided a resolution for the customer and this matter will be resolved and closed.

  Customer Answer

  Date: 06/16/2025

  
  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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ** ********
  
   
  

• Initial Complaint

  Date:05/29/2025

  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.

  On 22May25, I was scheduled to take the NASM CPT exam. The exam is proctored through ***. Per NASM/*** instructions, I completed the system/hardware checks 24 hours in advance to ensure an easy exam day. On exam day, I logged on 30 minutes before my exam to complete pre-exam verification. This includes hardware checks, test rules, system allowances, and ** verification. During ** verification, a system error prevented ** capture via selfie. I restarted my device and re-ran the process 3 times. After the 3rd failed attempt, I contacted ***. My technical support call lasted 45 minutes, during which technical support remote-connected into my computer to verify my camera and hardware worked. She controlled the device as she accessed *** and saw the working camera. The ** verification failed again and she said there was nothing more she could do. I asked if *** would notify my ******* that the system would not let me take my exam. She stated there was nothing I or she could do and to wait. My call was escalated for additional investigation into the system. I was told to call back in 48 hours for the results. After my return call, *** told me it was NASMs duty to open a new exam so I could retake my exam. After calling NASM to get my exam scheduled, I was rudely told they could do nothing and I had to speak with *** AGAIN. Today NASM emailed me saying they would not give me a free retest and blamed the error on my device. ********************** refuses to acknowledge that I was not absent for the exam but was shut out due to technical issues by *** even though I have provided time-stamped technical reports from *** and a photo of my camera working in the *** system. They are trying to charge me additional absentee fees for a test that I tried desperately to take. Consistently blaming my device while ignoring photo evidence to get more money is a poor business practice and an unacceptable way to treat members.

  

  Business Response

  Date: 06/02/2025

  We apologize for the experience with *** and all the technical support issues. NASM was able to connect with PSI and the reporting is advising that the verification issue persisted due to a device-related problem. However, due to this error, NASM will provide an amicable solution for the customer to sit for the exam. Their account has been notated and when ready they can contact *************** for their resolution. 

  Customer Answer

  Date: 06/03/2025

  
  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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****
  
   
  

  Customer Answer

  Date: 06/03/2025

  
  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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****
  
   
  

• Initial Complaint

  Date:05/22/2025

  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.

  My son signed up for the Personal Trainer certification program. The website and all information he was given was extremely misleading -- it touts that it's a learn-at-your-own pace program, and he was never told he had six months from the time of enrollment to take the exam. I spoke with someone at NASM and was told he had a countdown on his dashboard. He did not. We had to pay an additional $199 to extend the time for him to take the exam. When he did, he missed the pass rate by four points, in nutrition, when a personal trainer should not be going in depth with nutrition, as that is outside of their scope of practice. To retake the test, is another $199. NASM seems to be operating a money grab. The program does not provide any support beyond having someone sign up people for the program and get their credit card information, because they hope you fail so you have to pay to retake it. They were misleading as no one ever told him he had six months to complete the course and take the exam, or he would have. He thought he had ample time as it was supposedly, and on their website, self-paced. NASM said it was in the terms and conditions, when they also have a duty to make that abundantly and expressly clear, especially if someone is expected to pay extra to extend the deadline, as well as re-test. This is a very unethical company, and they are not the echelon of fitness training they once were, as they are clearly bilking people who do sign up for more money. This was a colossal waste of time and money and if we had it to do over again, we would not have chose NASM at all.

  

  Business Response

  Date: 05/30/2025

  On ***************************************************************************, under step 2: Scheduling Your Exam, option 1 goes over the 180 day expiration date as well as referencing on the Student Portal the course and exam expiration dates. The online content is available for five years from date of purchase so Trainers can reference their material pre and post exam as well. Our records show the program purchased was the Self Study program, which is commonly seen purchased by individuals with a background in exercise science and fitness. 
  
  Regarding the extension process, it is also gone over in the Candidate Handbook which is members will attest to reading prior to the beginning of the course, and it is also available free on the website on under the aforementioned exam info tab on ******************************. Additional inquires for extensions are also available on our resources tab as well the FAQs.
  
  However, due to the issues, an alert has been added to the account for an amicable solution for this and we advise to contact Member Services.
  
  

  Customer Answer

  Date: 05/30/2025

  At no time were these things made abundantly clear to my son. There was no time tracker on his dashboard. He has since signed up for a program through ACE and there is a clear tracker on his dashboard counting down the time; it was not on his NASM dashboard. Nor was it made clear that the self study program was intended for those with a background in exercise science and fitness; had this been expressed, he would have selected another option. It seems like your sales tactics are all about just closing a sale and not if the program is the best one for the learner. Additionally, I had to pay the extra $199 for the exam extension; he missed the passing grade by four points in the nutrition section, which is outside of their scope. To retest would be another $199. Since so many students have noted on other reviews and online forums they failed their first exam, this seems like an attempt for NASM to get more money. I also question the validity and reliability of the exam itself. So if NASM has that many students failing either the test is unreliable and invalid, or your methods are lacking the structure needed for them to pass. 
  There was no support from anyone at NASM, the customer service was not helpful and in fact, rude. If your organization is trying to create fitness professionals, trying to milk them for more money is the way to do it. The methods are deceitful and misleading, which could also be considered false advertising. 
  I would like for the amicable solution to be presented here so the BBB can also see it. NASM seems to be more interested in making money, than creating personal trainers and fitness professionals, as there seems to just be an emphasis on enrolling people in the programs, whether it's the correct one for them or not, which ultimately could be setting them up for failure, only to further line the pockets of NASM. 

  

  Business Response

  Date: 06/02/2025

  NASM provides multiple avenues for our students to be self sufficient such as the candidate handbook available in the course and on the website, the *** section of the website, as well as availability via phone, email, and chat in **************** Our records show the order was made May 2024, with only one contact done September 2024 and the then from January 2025 on. In the candidate handbook, as well as the Study Guide found on ************************** it goes over the Exam Blueprint that explains the domains for prospective trainers to study.
  
  Due to the issues relating to the exam duration, a courtesy retest voucher was added to the customer's account, so they can take as long as they need to study, and when ready they will call into **************** activate their voucher, and receive an additional 180 days to complete the exam, free of charge.

  

  Business Response

  Date: 06/02/2025

  NASM provides multiple avenues for our students to be self sufficient such as the candidate handbook available in the course and on the website, the *** section of the website, as well as availability via phone, email, and chat in **************** Our records show the order was made May 2024, with only one contact done September 2024 and the then from January 2025 on. In the candidate handbook, as well as the Study Guide found on ************************** it goes over the Exam Blueprint that explains the domains for prospective trainers to study.
  
  Due to the issues relating to the exam duration, a courtesy retest voucher was added to the customer's account, so they can take as long as they need to study, and when ready they will call into **************** activate their voucher, and receive an additional 180 days to complete the exam, free of charge.

• Initial Complaint

  Date:05/21/2025

  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.

  I recently spent over $5,000 to purchase a Certified Personal Training package through NASM.I took the proctored exam and passed yesterday morning.However, NASM is not issuing the accredited certificate that I need to provide to my *********** has been over 24 hours and I received confirmation that I passed from the exam provider, PSI. NASM has sent me emails, including soliciting liability insurance but will not release proof that I've passed the accredited exam.I called them and was unable to receive resolution.

  

  Business Response

  Date: 05/30/2025

  NASM's records show the customer passed their exam and a certificate has been issued as of 05/20/2025 with certificate number **********. It is loaded in the customer's student portal and if there are any additional issues, we request they contact ****************

  Customer Answer

  Date: 05/31/2025

  
  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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ********
  
   
  

• Initial Complaint

  Date:05/21/2025

  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.

  NASM refuses to honor a previously paid $99 course extension for my Certified Nutrition Coach (CNC) certification. I have provided receipts proving I paid the standard extension fee on 2/5/2024 and was upgraded to CNC through their internal migrationnot as a courtesy. Now, they are demanding $199 plus tax for the exact same material with no written explanation or policy proving that the prior extension was a one-time exception.Despite multiple respectful emails, proof of payment, and requests for a written resolution, they continue deflecting me to phone calls and refuse to escalate the issue in writing. This is unfair and deceptive toward loyal customers.Desired Resolution:I am requesting NASM honor the same $99 extension rate I paid previously. I am not asking for anything freejust consistency and respect based on what Ive already paid and documented.

  

  Business Response

  Date: 05/30/2025

  *************** was able to review this situation and an amicable solution was provided to the customer on 05/22/2025. This matter is resolved.

  Customer Answer

  Date: 05/30/2025

  
  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. This complaint is resolved.
  
  Regards,
  
  ****** *****
  
   
  

• Initial Complaint

  Date:05/17/2025

  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.

  On May 7th, 2025, I purchased the NASM Elite Trainer package at 10PM. Within a few days, I realized the programs focus did not match what was advertised or what I neededparticularly for my small market, where high-cost sales-based fitness programs are unrealistic. I attempted to cancel multiple times within the 7-day cancellation window. I have screenshots proving I tried contacting NASM three separate times, but I received no response.When I finally reached a representative, I was told it was the 8th dayjust one day past the policydespite my clear, documented attempts to cancel within the proper timeframe. I explained my situation as a single father of a child with Type 1 Diabetes and the financial hardship this causes, yet I was still denied a cancellation.I am asking for this to be resolved fairly based on my good faith efforts and the supporting documentation I have. I was misled, ignored, and penalized for delays beyond my control. I cannot afford this and am pleading for understanding and cancellation.

  

  Business Response

  Date: 05/20/2025

  ************************** was able to see an Out of Policy appeal was submitted to the Appeals team and our records show the appeal was approved 05/20/2025. This case is resolved.

• Initial Complaint

  Date:05/01/2025

  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 been a certified personal trainer for almost 10 years now. I paid renewal for life and I have been very diligent about renewing. This last year I was supposed to renew by August 1st, but I was in the hospital having heart surgery. I had a stroke that left me blind for a few months, and trying to solve all of that was more important than renewing a certification a few days late. Or so I thought. After paying for the renew for life, I was told I needed to pay a late charge of $30 for being basically 2 days late. I asked them if the fee could be waived, since I was at the hospital having open heart surgery and it was impossible for me to do it. I was asked for proof, which I submitted, and still was denied. Because I refused to pay an extra $30 they placed my account on hold. I have paid thousands of $$ to this company for programs BEFORE that date, and they suspended my account because I asked my credit card to stop the payments, since they refused to do so FOR MEDICAL REASONS. They did not offer ANY accomodations whatsoever, even after explaining that my medical problem had left me temporarily blind. I had no issues to continue paying IF and ONLY IF, they offered an extension UNTIL I was able to see again, or any other way to take the courses without having to read up on a computer. I was treated unprofessionally, my paperwork disappeared, and my account does not even showed that I explained to them any medical issues. I asked them for access on what I had ALREDY PAID FOR. I am not asking for FUTURE things. I ask to have access to what I HAVE PAID FOR(PAST TENSE) and they said no unless I withdraw the dispute and continue to pay for FUTURE services. I explained that I do not want nor asked at any point for FUTURE services, just the services that I had paid for and now I am not given access to. They never provided me with the copies of contracts like I asked either. I asked for copies of the contracts that I had signed and was denied over and over.

  

  Business Response

  Date: 05/06/2025

  Thank you for bringing this customer's concerns to our attention. We value her as a long-time certified personal trainer and regret any inconvenience she experienced due to her recent medical challenges.
  The customer's account was temporarily locked following a chargeback, but she has since removed it, and we've restored her access to all services she previously paid for. We've also waived the late renewal fee in light of her circumstances.
  We apologize for any misunderstandings and are committed to supporting her. We will follow up directly to ensure she has everything she needs moving forward.

• Initial Complaint

  Date:04/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for NASM 01/22/25. I planned on completing the course until I was diagnosed with a condition called popliteal artery entrapment syndrome. It causes me quite a lot of pain and pressure in my legs and at its worse making my feet go numb with walking, running, and strenuous exercise. My doctor then referred me to start physical therapy, and seek a surgeon. My surgeon has told me it will be a lengthy process doing each surgery separately for each legs with months in between to recover. My condition has been progressively getting worse and has now affected my day to day life of even just walking to work. NASM presented me the option on 03/28/25 to go through the appeals process, as i requested to cancel the account so that i may focus on my health. There is going to be quite a few costs to everything i will go through including the surgeries and I decided not only can I not afford to pay for NASM on top of my medical expenses, but I do not have the time to focus on NASM while i am focusing on my health. I cannot even workout without pain in my legs, so I decided that Personal Training was not going to work for me right now. I submitted my doctors referral note to surgery with my condition listed to the NASM appeals on 4/16/25. Today 4/30/25 I received an email from NASM stating my appeal was denied on the reasoning that my not was not a signed letter on a letterhead. I do not wish for any refunds or any sort of monetary compensation. I am simply wishing to cancel my account and no longer make payments. I do not feel that NASM cares for at all or considered my situation seriously, but that can be typical of money hungry companies. I just wish to cancel the account and focus on my health and I have provided a medical document on my condition. NASM should consider my situation better.

  

  Business Response

  Date: 05/05/2025

  When submitting an out of policy appeal, The Appeals Team will only be able to review documentation submitted. Regarding the dispute from the customer, we understand the concern about the Out of Policy Appeal process related to our seven-day return policy. The customer initially purchased the program on 01/22/2025 and submitted an appeal due to extenuating circumstances.
  
  Unfortunately, the documentation provided was insufficient for us to interpret the situation fully. We would like to clarify that the appeal was not denied based on the validity of the circumstances but rather due to the lack of clear documentation. We are more than willing to re-review the appeal once the customer can provide additional documentation that clearly explains why they cannot proceed with the online course.
  
  Our return policy is designed to ensure fairness and transparency, and we are committed to working with our customers to address any issues they may face. We encourage the customer to submit further documentation, and we will promptly reassess the appeal. 

• Initial Complaint

  Date:04/22/2025

  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 for NASMs personal trainer course in May 2024 after a very pushy sales call. The *** made it sound urgent and pressured me into committing to the lowest possible payment plan for a program that costs nearly $1,500. Unfortunately, I never ended up using the course I only ever opened the intro page. Life circumstances changed, and Ive been unemployed for some time, yet Ive still been making payments on something I never ******** that its been a year, Im outside their refund/cancellation window. I get that policies are policies but whats frustrating is how little this company cares about individual circumstances. I never completed even a single module, yet Im out nearly $1,000 for absolutely nothing in return. When I reached out to customer service, the *** I spoke with was dismissive and rude, and the supervisor wouldnt even speak to me. No flexibility, no compassion, no willingness to work with me.Its clear NASM is more interested in locking people into contracts than actually helping them succeed. If youre considering this program, think twice once they have your money, thats where their interest in you ends.

  

  Business Response

  Date: 04/23/2025

  The customer purchased 05/01/2024 and did not make any contact with *************** until 04/22/2025. In the event that an extenuating circumstance occurs post return period, NASM does have an appeal process but appeals are not guaranteed approvals and subject to still be held to the seven day return policy. At this time, *************** will connect with the customer.

• Initial Complaint

  Date:04/08/2025

  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.

  On Feb ******* I purchased a program for three certificates. At the time I was told that I had two years to complete all programs and could take the courses at my own pace. However for NASM to make its profit they did not clearly explain that I only had one year for the exams to be completed or that they were going to expire in a year. Since 2024 I have been taking the courses at my pace and today I attempted to access an exam that was no longer present. On April 8th I called NASM and today instead of last year it was clearly explained that I had one year to take the exams. Taking the courses at my own pace was false and misleading, the information today was now being changed to 5 year to access the course 1 year to access the exams. NASM was only seeking to make a profit and not provide clear and concise information. In addition there was also no trying to communicate at any given point that my exams were gonna expire or needed an extension.

  

  Business Response

  Date: 04/11/2025

  All courses with NASM will have an expiration date and per accreditation guidelines, so will exams. For the courses in this specific case, the exams are available for one year from date of purchase and the content is available for five years, so customers can reference additional information post exams. When logging in, the expiration dates of the courses and exams will always be on the upper right hand corner. In addition, on **************************, it is listed that "You will have 1 year from the day of registration to take your final exam and 5 years access to the content. An extension can be purchased by calling *************** at **************".
  
  At this time, NASM will connect with the customer for an amicable solution regarding their dispute.

  Customer Answer

  Date: 04/12/2025

  
  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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *******