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:11/24/2025

  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.

  I enrolled in a NASM program but needed to withdraw due to serious personal circumstances (child health issue, domestic violence) I emailed support to request withdrawal and provided the required information. NASM later claimed they never received my emails and said my account was past due.When I re-sent the same emails and proof during a live support interaction, the representative again said she didnt receive them, even though I sent them in real time. I have timestamped email records showing what I sent and when.Instead of helping me find a solution, NASM added hurdles (paperwork and documentation I had already provided) and continued to treat my account as delinquent. The experience felt predatory and designed to block withdrawals rather than support students during hardship.

  

  Business Response

  Date: 11/28/2025

  Our records show initially the customer was sending emails from an external email address not tied to the account on file, which may had caused a delay in receiving their emails. At this time, the customer's emails and documentation are received and a review regarding the policy will begin. Once the review is completed, the customer will be notified via email.

• Initial Complaint

  Date:11/24/2025

  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.

  Their official website states you can cancel and be refunded within 7 days of purchase as long as you did not take the exams. I called after a few days to cancel and get the refund as i cannot continue to afford this right now and the sales person stated i cannot because i viewed the orientation which is literally just showing you how to navigate the website. teaches you absolutely nothing about any actual courses. so now theyre refusing to refund in the time frame going against their own polices.

  

  Business Response

  Date: 11/28/2025

  We reviewed the customers account and confirmed that the request to cancel was made within our 7-day refund window. We regret any confusion caused during the process and appreciate the customer bringing this to our attention.
  A full refund has been approved and is being processed in accordance with our policy. The customer will receive confirmation once the transaction is complete. We appreciate the opportunity to resolve this matter and remain available for any further questions.

• Initial Complaint

  Date:11/10/2025

  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.

  Date of transaction: 9/29/25 I onboarded with a new company called *******, who require employees to obtain their personal training certificate. Thus, I signed up for NASM's certified personal training self-study course to prepare for the exam. However, I am no longer affiliated with *******, thereby eliminating my need to become a personal training. I am enrolled in a payment plan with NASM, but, given the circumstances, wish to pursue a cancellation of my plan and be issued a partial refund, since I have only had access to the material for ~30 days. I have reached out to NASM, who have denied any type of refund, as they have a 7-day return window. I believe that this window is extremely limited, as most companies offer at least a 30-to-60-day return window. Additionally, I understand that a full refund is unreasonable at this juncture, however, since I no longer plan to take the exam and don't need the material, I don't understand why they simply cannot terminate my access to course material and issue me a partial refund. I believe that a compromise could be made, but they are unwilling to do so.

  

  Business Response

  Date: 11/12/2025

  The customer reached out to the ********************** *************** email department on 11/07/2025 and 11/12/2025 regarding return their enrollment out of policy. The refund policy allows for cancellations within 7 days of purchase, which is clearly stated at the time of enrollment and members will need to attest to that prior to purchase via Terms and Conditions. This policy applies uniformly to all customers and is designed to ensure fairness and consistency.
  

  While it is regretful that the customers circumstances have changed, the request falls outside of the refund window. On 11/07/25, the customer was advised of a potential option for extenuating circumstances for an exception to the return policy. If the customer feels their circumstance is valid, they can proceed with that process. 

  Customer Answer

  Date: 11/12/2025

  Per review of NASMs refund policy, I understand that I am outside of the refund window. However, I would like to appeal the decision based on the fact that I no longer require the *** exam for previous employment reasons. Had my circumstances not changed and my previous employment contract remained intact, I would willingly proceed with the predetermined payment plan, as I was to be reimbursed by the employer upon completion of the exam. Again, seeing as  this is not the case, I am requesting some amount of reimbursement, after NASMs termination of access to all course material for this writer. I believe that it is within the power of NASM to issue a partial refund, which would ensure that they are still profiting off of their course material, while also preventing an individual, such as myself, who does not have the means to forfeit the entire predetermined amount, from incurring a significant amount of financial debt. I understand that there are fees associated with processing refunds, and I am entirely willing to pay those and also forfeit any moneys that have been given to NASM on the payment plan that I am currently enrolled on. I also believe that NASM is entitled to retain a certain amount of money beyond that which I have already payed, and I think that this is the matter that should be explored further. Simply put, I do not understand why a conversation cannot be had to negotiate a partial refund that satisfies the terms and conditions of both parties. I am not trying to take advantage of NASM as a company by any means, however, I cannot help but feel that the current situation is unjust. 

  

  Business Response

  Date: 11/28/2025

  *************** will attempt to connect with the customer via phone to go over all potential avenues for an amicable resolution. If no connection is made, a follow up email for a scheduled call back will be set up.

• Initial Complaint

  Date:10/31/2025

  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.

  I purchased the program roughly a year ago. I lost my job in June 2025 and my account was suspended. I didn't have any money to pay. After 5 months, they sent in a draft of $129.65 on 10/30/25 and my bank paid it. I am happy to continue my service but although NASM drafted payment, my account is still suspended.I am not receiving value for what I paid. I want a refund or replacement so that I can receive value for my payment.

  

  Business Response

  Date: 11/06/2025

  Records show the original purchase was made on 11/30/2024. When on an installment plan with the program and enrollments, members agree to a drafted payment schedule for the duration of the loan, from three to 18 months. When the payment due date arrives, the system will attempt to process the amount owed, and if the payment fails, the system will suspend the account and will not attempt again until the next payment due the following month.

  In the event a payment is drafted but the account is still past due, the account will remain locked until the past due balance is paid off. Once that balance is paid, the customer can connect with *************** for regaining access to their exam and content if applicable. 

  Customer Answer

  Date: 11/06/2025

  I dont dispute the amount owed.

  i am asking for a payment arrangement on the past amount due and since a partial payment was made, access to the material. The past amount can be added to the end of the contract and the time unedited to be credited to the account.

  i was never told that my account would be blocked in this type of situation. 

  i am asking for empathy from NASM due to I was without a job and no income and that is the reason I fell behind.

  i am catching up now but dont have the full past due.

  it would be amazing if this company cared and adjusted the past due by extending the contact and also extending the time I have to finish the material.

  instead NASM refuses to cooperate and there is a lack of communication and support from the customer service team and when I ask for a supervisor, I am denied service.

  

  Business Response

  Date: 11/12/2025

  NASM is happy to assist with the customer getting access once they're current, but as long as there is a past due balance, the system will automatically lock the account. At this time a representative of the Member Service3s leadership team will connect with the customer via phone and email if applicable to attempt to find an amicable solution. 

• Initial Complaint

  Date:10/30/2025

  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.

  I am filing a complaint against the National Academy of Sports Medicine (NASM) for misleading advertising and refusal to issue a refund of $1276.On August 12, 2025, I enrolled in NASMs Certified Personal Trainer program, which was advertised as self-paced. However, after enrolling, I discovered that the program requires the certification exam to be completed within 180 days. This time restriction was not clearly disclosed before purchase. A program with a mandatory 180-day limit does not align with the commonly accepted definition of self-paced. Had I known about this restriction, I would not have signed up.Additionally, the study materials are poor in quality and difficult to follow. The content is confusing, overly complicated, and fails to provide clear explanations.On October 30, 2025, I contacted NASM to request a refund, but the request was denied on the basis that the purchase had exceeded their seven-day refund policy. I believe this policy was applied unfairly given that the advertising was misleading and did not accurately represent the nature of the program.

  

  Business Response

  Date: 11/06/2025

  NASM's records show the customer purchased their order via web on 08/12/2025. When purchasing online on ******************************, users must attest to the Terms and Conditions and when logging into thew course, members are also advised to refer to the Terms and Conditions, which goes over exam expiration dates versus course expiration dates. In addition, members have access to the Candidate Handbook which also goes over exam expirations.
  
  Per the Terms and Conditions, section 5.3, all purchases are final after seven days, and our records show the customer reached out to *************** in October, well beyond the return period. Currently, this member's exam expires in 2026, and we encourage them to reach out to *************** for extension options. 

• Initial Complaint

  Date:10/15/2025

  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 am not having buyers remorse. My circumstances have changed. My mother had a heart attack and thankfully she received a new heart. I am now her full time care giver. I need to not be charged 50 dollars a month.

  

  Business Response

  Date: 10/23/2025

  A representative of the ************************** team will connect with the customer via phone and email to determine how to best assist.

• Initial Complaint

  Date:10/01/2025

  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 enrolled in a program and was given 7 days to cancel. I tried to cancel but didn't get an email and called back several times. I was told although I am less than 30 days in that I would be charged for the next 11 months for the service. I offered to pay for the 1st month. I called again and was told there is nothing they can do nor is there anyone I can talk to you. I have never heard of a company that would not allow you to cancel for services you haven't received. They will not pass you onto anyone else for discussion or resolution.

  

  Business Response

  Date: 10/06/2025

  The program the customer enrolled in is a subscription-based product, which per Terms and Conditions (Section 5.1(c)), is not eligible for refunds and is not subject to the 7-day cancellation policy that applies to other non-subscription purchases. Subscription terms are clearly outlined at the time of purchase and in our Terms and Conditions, which are acknowledged during checkout. If your subscription included a 12-month commitment, it is billed accordingly unless canceled prior to the renewal date. At this time, NASM will connect with the customer regarding the next steps towards an amicable resolution. 
  

  Customer Answer

  Date: 10/06/2025

  There was communication within the 7 day initiall period to cancel but it was not cancelled on their end.

  

  Business Response

  Date: 10/13/2025

  Because the order was for a subscription, the seven day return period is not applicable, per Terms and Conditions 5.1(c), "NO REFUNDS. Refunds are not available for Subscriptions. Accordingly, the Refund Policy set forth in Section 5.3 is not applicable." 
  
  In addition, on *************************************************, it also states, "You have the option to cancel your subscription auto-renewal at any time. If you cancel mid-subscription, you will continue to have access to your subscription features through the end of the subscription expiration date. To cancel your auto-renewal, log into your Customer Portal and select Account > Purchases and then select the Subscriptions tab. Note: The Company does not offer subscription refunds.
  Please review our Terms and Conditions for additional information."
  
  While the customer can cancel the subscription renewal, there is still a committed number of payments.

  Customer Answer

  Date: 10/23/2025

  The subscription was cancelled within the 7 day cancellation window.

• Initial Complaint

  Date:09/24/2025

  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.

  Ingrese a su curso en agosto. Al iniciar pregunte si tenian el curao en espaol xq no hablaba ingles y me dijeron que no pero que el cuerso era muy facil q lo lograria entender. Y de lo que me han mandado no he logrado entender nada. Xq todo es en ingles. Tampoco me dijeron que solo tenia 7 **** para cancelarlo

  

  Business Response

  Date: 09/29/2025

  The customer was able to connect with *************** via phone on 09/25/2025 and a resolution has been obtained and this matter is now closed. 

• Initial Complaint

  Date:09/16/2025

  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 am filing this complaint against the National Academy of Sports Medicine (NASM) for failing to provide the services I have paid for. I purchased a package to take (4) certifications. After taking (2), I got a message from the website that I've been blocked. It tells me to contact the website owner, and provide the ********** Ray ID to whitelist me. I contacted NASM after a few days hoping that it would go away. After all these weeks, they are telling me it's not their issue (even if the error says to contact the website owner, and every other online search about the issue - even my internet provided mentioned it-), yet they are not giving me a solution, while not following up (I got only two calls back, I always have to call myself), while I'm still being charged for a service I cannot use. This is a breach of contract as they are not allowing me access to the service I purchased, as well as not providing any solutions - they are just letting time pass- . I have contacted NASM multiple times, provided the Ray IDs needed to whitelist me, and other information about their system's whitelisting errors, but they have not resolved the problem or seem to be planning to (they don't even know what ********** is). I just want for this issue to be fixed.

  

  Business Response

  Date: 09/18/2025

  NASM has two active technical support tickets for this customer currently with the most recent update being 09/18/2025. A representative of the *************** leadership team will connect with the customer via phone and go over the next steps.

• Initial Complaint

  Date:09/16/2025

  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 had enrolled for the Personal trainer program twice trying to take the final exam the connection dropped and there is no one to assist , it is being over a month waiting for an answer to attempt to take the test. *** blames NAMs and NAMs blames PSI while I am left without any solution. I live part time in *** due to my main career and I dont have the available time to keep calling, waiting on hold, and calling PSI and NAMs without proper assistance There is a chain over 50 emails sent without proper support

  

  Business Response

  Date: 09/18/2025

  NASM partners with ***, an independent proctoring service, to deliver exams securely. While *** manages exam access and technical support, NASM is committed to helping candidates navigate these issues. We understand the impact this delay has had and take concerns seriously. A representative of *************** Leadership will connect with the customer to resolve the issue.

  Customer Answer

  Date: 09/21/2025

  I had. receive the voicemail from some in the **** but not an email to follow up and I am overaseas as I had explained for over two months.

  I will contact the academy on the 23rd or the 24th when I am in *** land for couple days and try to solve the problem

  However at this time I do expect to stop any further payments because I haven't being able to complete this program due to the lack of support from NASM and PSI. I have over 25 emails showing all the attempts to solve the situation even a supervisor from *** her name is Gizzella ******* she also tried to fixed the problem with no results.

   

  Thanks 

   

  ***** *********

  

  Business Response

  Date: 10/13/2025

  NASM's records show the customer was able to connect with **************** Leadership on 10/09/2025. If the customer has additional issues with the third party *******, NASM will connect once more.