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:07/31/2026

  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.

  Over the last 4+ months I have attempted to sunset my membership with this organization, and they continue to auto-bill me. I was just on the phone with their live agents at 8:45am on 07/31/2026 - and they told me the exact opposite of what they told me on 6/1/2026, and 4/28/2026. As a participant, they tell you to Request cancellation a few days before the end of the month - and then also tell you to request cancellation in the 1st few days of the month, for the following month's cancellation. This has been going on since March of 2026.I am past my minimum number of enrolled months, and would like this resolved. After a number of attempts, I cannot get them to stop auto-billing me, as I no longer need the service.REMOVEDI see online, and on Reddit, this happens to many customers who want to cancel, after fulfilling their sign up contract. Thank you for your help!

  

  Business Response

  Date: 08/06/2026

  Records show that the customer enrolled on 06/02/2025 and selected a monthly installment payment plan. Under the Terms and Conditions accepted at enrollment, customers are responsible for completing the agreed-upon installment payments once the applicable 7-day cancellation period has passed.

  
  We understand the customer's frustration regarding the communications surrounding their account status and payment obligations. After reviewing the account, we confirmed that the installment plan has been satisfied in full and the order is complete.

  
  On 07/31/2026, the customer connected with our REMOVEDteam by phone and was advised that no additional payments are due and no further installments will be drafted.
  At this time, the account is paid in full and no further action is required.

• Initial Complaint

  Date:07/13/2026

  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.

  On June 15, 2026, I purchased the NASM Ultimate REMOVEDCoach program using the 17-installment payment option and paid an initial $199. I requested cancellation within NASMs refund period.The dispute began because NASMs refund policy distinguishes between full-price purchases and installment payments. The policy states that installment refunds are based on the amount paid at the time of the refund request, less a 10% administrative fee. Based on this language, I understood my refund should be calculated from the $199 I had paid. Instead, I was told I would receive only about $49 and was never provided a clear contractual explanation.When I requested management review, the situation escalated due to repeated poor customer service. Representative REMOVEDrepeatedly told me I was wrong and suggested that requesting a manager could result in me receiving no refund. On June 30, I spoke with REMOVED, who repeatedly interrupted me during the call. She later emailed confirming I was still eligible to cancel as a one-time exception if I contacted REMOVEDby phone. Following her instructions, I called again on July 9.During that call, representative Vani refused my request to speak directly with a manager. After placing me on hold, he returned claiming the manager had simply said I had to pay. When I again requested to speak with a manager rather than continue with a team member, he became more confrontational, stated that I would not get my money back, and abruptly ended the call.I have attempted in good faith to resolve this matter professionally. Because of both the refund dispute and the repeated poor customer service, I am now requesting a full refund, cancellation of all future installment payments, and a formal investigation into the conduct of the representatives involved.

  

  Business Response

  Date: 07/28/2026

  The customer enrolled in the Ultimate Health & Wellness Coach program on June 15, 2026 using an installment payment plan and submitted a cancellation request within the applicable refund period. Under the Terms and Conditions accepted at the time of purchase, installment-plan refunds are subject to a 10% administration fee based on the Product Price, and refunds are limited to the portion of the Product Price paid at the time the refund request is made. The refund amount originally presented to the customer was calculated in accordance with those terms.

  We understand that the customer interpreted the refund language differently and that this led to frustration regarding the amount eligible for refund. We also appreciate the feedback regarding the service experience and have shared those concerns with the appropriate leadership team for review.

  While we remain confident that the original refund determination was consistent with the applicable Terms and Conditions, we have elected to make a one-time exception as a gesture of goodwill. The customer's enrollment has been canceled, no future installment payments will be due, and a full refund of the amount paid will be issued. This matter is resolved and wish the customer the best in their future endeavors.

  Customer Answer

  Date: 07/28/2026

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, 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,
  
  REMOVEDCedeno REMOVED
  
   
  

• Initial Complaint

  Date:07/07/2026

  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 deceptive business practices. they dont follow through with what they promise through conversations. signed up for a program in REMOVEDplace during that time. I found out there was an outstanding balance with NASM that needed to be taken care of since it went to collections. I spoke with a supervisor about re-certifying who assured me that id be able to recertify if i brought the account current. i then paid the $350 that was due and they now are saying that only gives me access to the course and theyre trying to charge me an extra $199 on top in order to take the exam when the fact is the the $350 i initially signed up to pay for in 2021 included an exam which i never took and never even got through more than 30% of the course due to uncertain times during covid. Also if i cant apply that to be able to work, why would i have kept putting money into that with so many things up in the air? When i brought this up they keep saying "re-certifying isnt free" which is funny because me paying $350 isnt asking for something for free its simply asking for what i paid for. Absolutely money hungry and dont care about their customers at all. all of the sudden they have no records of my conversation with the supervisor and nobody on the team is willing to extent my exam unless i spend another $200 they would rather lose business because individuals dont matter to them, only the extra money they can make when they have a loose policy to justify. the fact is that the extensions are discretionary, and they just dont care.

  

  Business Response

  Date: 07/10/2026

  Records show this customer was able to be assisted by REMOVEDon 07/08/2026, this matter is resolved.

• Initial Complaint

  Date:06/29/2026

  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 genuinely amazed that this company is still in REMOVEDNOT sign up with NASM. My experience has been one of the worst customer service experiences I've ever had.I enrolled in December 2025. In March '26 I had to replace my credit card. When my payment didn't go through, I received several emails from REMOVEDasking me to update my payment information, which I couldn't do online and nobody ever picked up the phone. I replied multiple times, but he never responded. In the meantime, my account was locked. Jasmine and REMOVED, didn't respond either. (Leaving out last names)NASM was very quick to call and collect my new credit card information and assured me my account would be unlocked. (you can see on the attachment that I never missed a payment) It wasn't. It took four phone calls and nearly 1.5 hours of waiting on hold before someone finally restored my access - so I thought.I logged in only to discover that my account is still suspendedyet NASM has continued charging my monthly payments. This means that for the past five months, I have been paying my monthly subscription with my account REMOVEDmake matters worse, I tried to place my account on hold since April because I still didn't have access. I've made eight phone calls, waited on hold for more than 20 minutes at a time, submitted messages through the website, and sent multiple emails since April to put my account on hold. The result? Complete silence.I have records of unanswered emails, phone calls, and website messages. Continuing to charge customers while suspending their accounts and providing virtually no customer support is completely unacceptable.This site has issues uploading the file. Picture would have shown no missed payments with Account Suspended. I expect NASM to resolve this issue immediately, refund $625.50 and stop charging me or put my account on hold with me having 9 month left to study whenever I pick it up again.

  

  Business Response

  Date: 06/30/2026

  Our records indicate that the customer remained on an active installment plan, and while payments were brought current, account access may be restricted when billing issues occur until the account is fully stabilized.
  We regret that the customer experienced delays in communication and difficulty reaching support. This is not the experience we aim to provide, and we take this feedback seriously as we continue to evaluate our responsiveness and support channels.

  
  We would like the opportunity to review the account in detail and address the access concerns raised. A representative of the REMOVEDleadership team will be reaching out directly to ensure the account status is clarified and that appropriate next steps are taken.

• Initial Complaint

  Date:06/24/2026

  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.

  On June 17, 2026, I bought the "NASM One" subscription for $37.45 (Order # SUB-REMOVED-00), induced by prominent "month-to-month, cancel at any time" marketing. In standard commerce, this means you can stop service at the end of the month without further debt. I realized it didn't fit my needs and canceled the exact same day. I was shocked to find NASM locked me into 11 more payments, creating an involuntary $449.40 debt.I emailed support on Day 1. They took 8 days to reply, hiding behind fine print stating that subscriptions carry zero refunds and a mandatory 12-month commitment. Both email and phone lines flatly refused to assist REMOVEDa certified NASM professional and loyal customer for years, REMOVEDbought numerous products and referred colleagues who spent thousands here. For NASM to hide a 12-month contract behind layout designs mimicking flexible streaming, and to treat a loyal customer with a "too bad" attitude over a Day 1 cancellation, is predatory and deceptive. NASM cannot prominently advertise a product as "month-to-month" to induce a sale, while legally enforcing it as an unbreakable annual contract in the subtext. I refuse to be held liable for a contract entered into under misleading practices.I demand NASM immediately cancel the remaining 11 payments, void the installment contract, and confirm a $0 balance in writing. Given the deceptive marketing and their 8-day support delay, I also request a full refund of the initial $37.45.

  

  Business Response

  Date: 06/30/2026

  NASM understands the customers concerns regarding the REMOVEDOne subscription and appreciate the feedback. At the time of purchase on June 17, 2026, customers are required to review and accept the Terms and Conditions, which outline the subscription structure, including the minimum commitment period and billing terms.
  
  While the program does allow cancellation of future access, the subscription includes a committed billing term, which is disclosed during enrollment. This is standard for this offering and applies regardless of when cancellation is requested.
  That said, we recognize the customers concerns and, as a courtesy, we have taken steps to cancel the remaining subscription payments moving forward. The account will not be billed further under this subscription.
  We appreciate the feedback regarding how this offering is presented and will take it into consideration as we continue to evaluate the customer experience.

  Customer Answer

  Date: 07/01/2026

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, 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,
  
  REMOVED
  
   
  

• Initial Complaint

  Date:06/23/2026

  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.

  I completed the NASM Certified Sports Nutrition Coach certification and received a digital badge through Acredible. However, the badge only displays a QR code and is not being accepted by another certification organization for REMOVEDreview.I need an official certificate of completion that includes my name and can be downloaded, printed, or submitted as documentation. I have followed the instructions provided by NASM, but the available certificate options do not provide the type of document required.I have contacted NASM multiple times by email and attempted to reach support by phone, but I have not received a satisfactory resolution.I need an official certificate of completion that includes my name and can be downloaded, printed, or submitted as documentation. NASM instructed me to log into my account, go to My Credentials, and click View Certificate to access and print my certificate. However, the View Certificate option is not clickable and does not work.I am not requesting a refund. I am requesting assistance from NASM in providing official documentation verifying successful completion of my certification, or a written letter confirming that the Acredible badge is the only official certificate issued for this program.

  

  Business Response

  Date: 06/30/2026

  Records show the customer was able to be assisted via phone on 06/23/2026 for locating their digital certificate. 

• Initial Complaint

  Date:06/22/2026

  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've been going through NASM's Certified Personal Training program (CPT) in order to become a personal trainer. The interface and training was great, and I was excited to take my exam on June 9th. I showed up to my test on the 9th at 10am, only to be kicked out of the test twice. The REMOVEDwas unable to connect that the name on my profile "REMOVED", was short for the name on my ID REMOVEDI emailed a picture of my ID to REMOVEDCares and waited for them to change my profile so I could reschedule my test. Three days later they responded and changed my name. I happily went to reschedule my test only to find I was marked absent. As stated above, I showed up for the test twice. For some reason, if you're "absent" for a test, they punish you by making it impossible to reschedule the test in the portal, and instead you have to call the service line. I did just that and pressed the number for absences. There, they told me to call REMOVEDdirectly. I did. REMOVEDtold me to call NASM directly and gave me the number I had called previously. I called that number again, thinking I just needed to press a different number, this time pressing one for rescheduling. They told me to call someone else. After that, I began emailing around, sending four emails to NASM Cares, calling my advisor several times to which he never answered and seemingly got a different number. I even tried texting him. I've gotten not a single response. All I want is to take the test so I can finally have a job I like, but this issue has delayed that greatly.

  

  Business Response

  Date: 06/30/2026

  We understand the customers frustration regarding their exam experience and the difficulty encountered when attempting to reschedule. We regret the inconvenience caused by the initial name verification issue and subsequent challenges in getting timely assistance. After reviewing the account, we have addressed the situation and the customer is now eligible to reschedule their exam, and we are working to ensure they are able to move forward without further disruption.
  We appreciate the customers patience and feedback, as it helps us improve both our processes and communication.
  

  Customer Answer

  Date: 06/30/2026

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, 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.

  I appreciate the effort and hope that you will be this responsive and helpful for future clients.

  
  Regards,
  
  REMOVED
  
   

  
  

• Initial Complaint

  Date:06/01/2026

  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 purchased a digital course on July 4th, 2024. My student portal explicitly stated my course access was valid until July 2027. I logged into this active account less than six months ago. NASM has now completely deleted my profile, claims my account does not exist, and is withholding access to digital goods I legally paid for.

  

  Business Response

  Date: 06/04/2026

  We have reviewed this matter and would like to clarify that the customer has multiple accounts associated with different enrollments. At this time, there is no indication that the customers profile or purchased content has been deleted.
  

  The customer completed a purchase on 07/04/2024, which remains associated with an active account. However, there appears to be confusion regarding program timelines, specifically the distinction between course access and exam eligibility periods. While certain materials may remain accessible, exam eligibility and program timelines can expire based on the terms outlined at enrollment.

  
  Additionally, there is a separate, earlier account with an outstanding balance that remains unresolved. This may be contributing to the confusion regarding access and account status.
  

  To ensure accuracy and provide proper assistance, we will need to connect directly with the customer to consolidate accounts and confirm preferred contact details. Once verified, we can review the account(s) and provide clear guidance on access and available options.

  Customer Answer

  Date: 06/04/2026

  please refer to the email pasted below that I personally attempted to contact the business myself prior to this complaint. Additionally Im requesting that the business reviews their live chat logs from the morning they this complaint was sent as I was informed by one of their own live representatives that my account could not be located. 
  From REMOVED
  REMOVED
  To
  REMOVED
  Date May 28, 2026 at 9:21 AM
  Good Morning,
  I am writing to request assistance because I am having trouble accessing my account.
  I have attempted to use the password reset tool multiple times, but the recovery email is not arriving in any of my inboxes. For your reference, the account is attached to the email address: REMOVED.
  Could you please help me regain access or look into why the reset emails are not being delivered?
  Thank you for your help.
  Best regards,
  REMOVED

  

  Business Response

  Date: 06/30/2026

  REMOVEDwas able to determine the customer has duplicate accounts, affecting his log in. REMOVEDattempted to connect via phone on 06/09/2026 twice, and sent a follow up email to contact REMOVEDfor a techincal service ticket.

• Initial Complaint

  Date:05/27/2026

  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 signed up with NASM in January and have consistently made my payments on time. On the occasion a payment was not able to go through, I proactively contacted the company in advance to explain my situation (card being locked) and in this case inform them when the payment would be made. I also experienced several deaths in my family this year, which I explained to representatives when calling to schedule a delayed payment for the beginning of the following month.Despite communicating with the company 5/15/2026 (for payment due 5/12/26) and arranging payments ahead of time for the date of June 5th, I have continued to receive persistent phone calls and frequent emails regarding my account. Additionally I spoke with the NASM team on 5/22/2026 about the constant calling and harassment and concern about me scheduling the payment. My account is not even over 90 days delinquent and the repeated contact emphasizing my account is suspended feels excessive and is harassment, especially considering that I have made efforts to stay in communication and keep my account in good standing.Additionally, NASM advertises that their course is self-paced, yet I feel pressured to take exams regardless of whether I have had adequate time to study due to unexpected life circumstances. This has created unnecessary stress during an already difficult period.I am requesting that NASM stop the excessive collection-style communication when payment arrangements have already been made and provide more reasonable flexibility consistent with their self-paced program REMOVEDthis point I am no longer interested in working with them nor am I interested in referring any to them.

  

  Business Response

  Date: 06/03/2026

  NASM is sorry to hear about the difficult circumstances the customer has experienced. We also appreciate that the customer made efforts to stay in communication regarding their account.
  

  Our records reflect that the customer enrolled in January and selected a monthly installment plan. When payments become past due, automated reminders (via phone and email) may be initiated through our billing partners. These notifications are designed to keep customers informed of their account status and any impact on access, they are not intended to cause distress. While arrangements may be discussed, reminders can still continue until the account is brought current.

  We understand the customers concern regarding the frequency of outreach and will take this feedback seriously as we continually evaluate the customer experience. Regarding the self-paced nature of the program, this refers to the flexibility customers have in progressing through course materials. However, continued access remains tied to maintaining an active account in good standing under the selected payment plan.

• Initial Complaint

  Date:05/18/2026

  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 have been a NASM One member for the past 2 years, with my membership scheduled to renew on May 14, 2026. On May 13, 2026, I completed my CPR recertification thru NASM. The website stated that credentials would be available immediately upon passing, but they were not, & I later had to call to confirm whether my CPR certification had processed REMOVEDof the primary reasons I enrolled in NASM One was to simplify recertification by earning CEUs directly thru NASM instead of dealing w/ outside REMOVEDHowever, when I attempted to recertify my CPT certification, I was notified that my certification required an audit.More concerning, at 9:34 PM on May 13, 2026 one full day before my scheduled renewal date my REMOVEDcard was charged $35 by NASM. I have screenshots documenting the REMOVEDImmediately after receiving the notification a day BEFORE my renewal, I emailed NASM Cares stating that I did NOT wish to renew my membership & that my card had been charged early and without authorization. On May 15, 2026, I contacted NASM customer service & spoke with a representative named REMOVED. During the call, I was placed on hold multiple times while he consulted with the back-end team. Although he confirmed my REMOVEDcertification had processed, he repeatedly insisted the membership charge occurred on May 14 rather than May 13 despite my REMOVEDHe also said I had failed to disable auto-renewal, which I deny, as I specifically attempted to prevent the renewal before the charge occurred.I requested to speak w/ a supervisor or the back-end team regarding the unauthorized charge & was refused. I am formally requesting the following:A full refund of the $35 charge applied to my REMOVEDcard.Cancellation of the NASM One membership renewal effective 5/13/2026.Confirmation and processing of my CPT recertification.

  

  Business Response

  Date: 05/20/2026

  NASM has reviewed the case and was able to determine a potential system error and have proceeded with the closure of the subscription and a refund of the last payment. It can take up to 15 business days for the case to be resolved. In regards to the Recertification Audit, audits can take up to 30 days to be resolved.