ComplaintsforNASM

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I thought getting a personal trainer certification would be a good move for my career. I found the signing agents to be very pushy, encouraging me to sign my contract via my phone while I was driving on the interstate during rush hour, which I communicated to them. It was a lot of pressure and I succumbed to it because I really did want this certification. I never heard from my "success coach" again. A few months later, I encountered significant financial hardship which resulted in me missing three months of payments, which I resumed following. Now they are calling me twice and thrice daily demanding that I pay those missing months today, hitting my credit report for past due account, and they are not sympathetic to my situation or that I have resumed my monthly payments for six months now. They are unwilling to help and say that "there is no path forward other than paying the balance" because their system is "automated". I also repeatedly expressed that I do not want to be called *** or have ***** used to refer to me, that my pronouns are they/them and that my prefix is Mx. One representative said that she would make a note of it then transferred me, and her supervisor repeatedly misgendered me saying "I'm sorry ***** I am upset that NASM is unwilling to work with me to extend my payments even though I am trying to reconcile in good faith and have a history of resuming payments. I begged several times for assistance, for an extension, and it was not granted. I said several times that NASM is exacerbating my financial hardship and they are unsympathetic. I will be out the full value of a certificate with nothing to show for it. I recommend pursuing a NASM certificate only if you are not planning to experience hardship- because NASM only cares about enforcing their predatory contracts.

  

  Business response

  08/22/2024

  A member of our management team attempted to contact the customer by phone on 8/21 at 11 AM and 2 PM and on 8/22 at 11 AM. We were unable to reach the customer, however, we also provided the customer with an email to one of our managers for further communication.

  First and foremost, we want to apologize to the customer for the misuse of titles and pronouns. We want to honor the gender pronouns of our customers and we will ensure that this representative is coached and corrected moving forward. Regarding the customer's financial difficulties, we do have the ability to defer payments, however it would have needed to have been requested initially when the circumstances began. As we were not contacted by the customer until August 16th, we had no awareness of their financial difficulties. As the customer is currently past due and approaching the maturity date of the payment plan we would be unable to defer past or future payments. However, we are willing and happy to work with the customer and provide extensions when their account is not in a past due status. Additionally, depending on the extenuating circumstances the customer may be eligible for a cancellation of the remaining amount due. We would encourage the customer to contact us if they have additional questions on this resolution.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a certification course from the business and signed up for monthly installments. I received a receipt with a link to my student portal, but there were no courses attached to my account. After emailing about the issue and receiving no response, I called the customer support number for assistance. They were unable to solve my issue and when I requested for the order to be cancelled I was told I would have to pay the 10% admin fee even though a product was never received. A cancellation request was submitted, but no refund is being issued due to the fee being more than the initial installment. On top of that, they are saying they will be charging me with the remaining balance of the fee. I am basically paying for a headache and not receiving any sort of product compensation.

  

  Business response

  08/15/2024

  A member of our management team had attempted to contact this customer by phone, however, was unsuccessful in doing so. This customer did have a unique error that was scheduled to be fixed before the customer requested a refund. Per our terms and conditions, any refunds requested within 28 days of purchasing is subject to a 10% admin fee that will be reduced from the amount paid initially. We do not collect the remaining balance if the first payment was less than the 10% admin fee. As this customer may have been given incorrect information as well as the technical error that was experienced we have requested a full refund be given. That refund will be the standard process of up to 15 business days. We have also emailed the customer a confirmation of this.

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 22,2024 I have purchased a personal trainer and nutrition courses for ******* . few days later I found out Im pregnant and since I have a very bad medical pregnancy history I called to cancel the courses . I tried to call/text and leave an online message on their website multiple times!! But got no respond back , there was days when I waited on the line trying to reach them for hours. Finally when I did , I found out I needed to email to a specific email address of them my intention to cancel and it did not matter I called the salesperson or customer service or left message online many many times . I then open an appeal case and send them all documents they required that proves my medical condition and my high risk pregnancy that required me to stay in bed with minimum movement most of the time . It took them months to get back to me and when they finally did there decision was that they will give me an extension of 180 days to take the test . 1. I tried to cancel this plan after only week 1/2 after I have purchase it which is within the 28 days police and got ignore for weeks!!2. My medical condition will take way more then 180 days .3. Im not longer have the desired, and ability to become a personal trainer !I feel scammed and very upset that instead of taking care of my health, I need to deal with this company for the past 7 months !!!! I will appreciate if you can help me deal with getting full refund . Thanks . *******************

  

  Business response

  08/08/2024

  As per NASM return policy, all sales are considered final twenty-eight (28) days after the date of purchase. This policy is in place to ensure that we can continue to provide high-quality services and materials to our customers. According to our records, the purchase was made on January 22,2024, which set the end of the return period to February 19, 2024.
  
  We note that the first contact with ****** Services team occurred on March 15, 2024, which is beyond the stipulated return period.Additionally, we have on record an earlier interaction with a program advisor on March 11, 2024, regarding the possibility of freezing the account due to inability to commence the program until July at the earliest.
  
  Upon learning of your extenuating circumstances, the customer was informed of the option to submit an appeal against the return policy. From there, a chargeback was initiated in April 2024, followed by the submission of the appeal in June 2024.
  
  After reviewing the details of your appeal, which included documentation of the current inability to proceed with the course, we have decided to provide a full, complimentary extension. This extension will be available to the customer as soon as they are ready to continue with your studies.

• Initial Complaint

  06/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for NASM to become a physical fitness instructor. During the time that I was allotted to have the online course, I got severely hurt twice one time, losing a finger and the next time fracturing my spine. I contacted ****** six different times to ask for an extension, willingly wanting to send in doctors notes. I could never get a direct answer and I always got the runaround. I do have doctors notes for both incidences where I was laid up for over six months so I did ask for a six month extension for the online course, I was given a vague answer and then nothing happens

  

  Business response

  07/02/2024

  A representative of the ****** Services leadership team was able to be connected with the customer via phone on 06/28/2024 and provided some guidance on the extension process.

• Initial Complaint

  05/23/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I originally bought the Elite package through NASM for $2,224.94 on March 23, 2023, on a monthly payment plan of $118.11. The first few months were going great. However, my child's health started regressing, and he needs more doctor ***** (1-2 a week). This does not include my other child's *****. This has taken a financial and mental toll on me. I tried to make it work, but I can no longer, so I contacted NASM on April 25, 2024, requesting a contract cancelation. They keep sending me cookie-cutter responses. The only thing they mentioned about cancelation is I didn't meet the "28-day window". I feel they have not even read my emails; they glance to see the topic and copy and paste a response. I asked to be contacted only through email, and they gave me a number to call. I have 1 payment that is late at the moment, but I have paid them approximately $1,653.54. I am not asking for a refund. I am just asking for my contract to be canceled. I have even said I would willingly relinquish the certifications I have earned if that helps.

  

  Business response

  05/24/2024

  Upon careful examination of the recent communications between the customer and our ****** Services team, we would like to confirm that an email detailing the modifications to the order was sent on May 24, 2024.
  Please be assured that it will not be required for the customer to relinquish any certifications they acquired as a result of these changes. We appreciate their understanding and cooperation in this matter and look forward to a prosperous ongoing relationship.

  Customer response

  05/24/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. They have offered to reduce my total by what I owed. Still allowing me to have my certifications. 
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been studying the *** course with NASM. I am currently only using the textbook due my laptop not working properly. I noticed a few incorrect statement/information. When I called to speak to someone I was transferred to a Student Success coach. The coach informed me that the corrections are only made to the online material. I asked how am I supposed to know this information? when I was expressing my discontent, the coach proceeded to hang up on me. This completely unprofessional and poor customer service.This textbook cost me $200 and I expect it to have the correct information so I can be successful with the material and pass the exam. This is total professional negligence on NASMs part. There was no communications regarding the printing of incorrect information at any point in the past year since I purchased the course.I require the coach be reprimanded for hanging up on a customer and a new corrected textbook.

  

  Business response

  05/10/2024

  We understand that the online nature of the program allows for real-time updates, ensuring that the content remains relevant and up-to-date. This is a significant advantage, and we encourage customers to access the most recent information directly through the online platform.
  
  The flexibility to access the course on various devices, including mobile phones, is also very convenient. We would consider utilizing a third-party location, such as a local library, should one encounter any issues with online access from personal devices.
  
  Regarding the hard copy textbook, we acknowledge the challenges with shipping logistics and the inability to incorporate small updates as swiftly as the online content and are always working to improve the customer experience. 
  
  Regarding the phone call with our ************************** on 05/08/2024, NASM will review the call and determine the next steps for our internal representative if needed.

  Customer response

  05/30/2024

  I am a current student with NASM for their ***, Nutrition, and Virtual coaching courses. I have found several sections with misinformation/incorrect information. When I reached out to NASM to ask if I was correct in my assessment of the information being taught by NASM, I was told yes, I was correct that NASM has printed incorrect information in the *** textbook. I was told that they were aware of one that I presented but not the other and she would take a note of it. She hung up on me as I was expressing my disappointment and dissatisfaction. I'm not sure how much more of the information in the text is incorrect but I do not have the time nor money to find out. I want a full refund for the courses. This is a lot of information to study!!! and every time we fail we have to pay to take it again, which seems really convenient and beneficial for NASM. Wrong info = failed exams = more money for NASM There is no way I can spend more time on a course that is not only teaching the wrong information as well as never providing any communications of the mistakes and the corrections. How is NASM taking accountability for this? How are ensuring students are successful? How are you ensuring all of your students are receiving the corrected information? What about when a student has already read that section and you corrected it now that that student has moved on from that section? How can you do this to people? and then to be hung up on. WOW! That is horrible customer service. This explains their 63% passing rate which can't be excused with "oh we are the hardest which makes us the best ''. NOPE! It means this company doesn't care about anything but money.
  

  
  

  

  Business response

  05/31/2024

  We understand the importance of having accurate and up-to-date study materials, especially when preparing for an exam. Due to the nature of printed materials, updates can only be reflected in subsequent print editions or digital formats. Our course is also available via mobile device or can be accessed through third party computers found in libraries as an example as well. As stated earlier, regarding the interaction with the coach, we will investigate this matter and take appropriate steps to prevent a recurrence.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I enrolled for courses on September 4th, 2023 and tried to return/cancel several of the courses on September 27th-October 6th, 2023, before and after their 28-day return policy. I started by contacting the representative that set me up with my courses via email, to which he advised that I contact customer service. After that, I called customer service multiple times a day for over a week and no one answered the phone. October 6th, someone finally answers and tells me it is past the return/cancellation period and I am now stuck with the cost of these courses. I have since told them I am willing to pay for the courses that I completed which were only two courses, and they refuse to work with me even though this is their fault.

  

  Business response

  05/14/2024

  A representative of the ****** Services Leadership team will attempt to connect with the customer via phone and if a call is not attainable, an email to schedule a call will be sent. When returns and refunds are requested, all inquires will need to go through ****** Services and Program Advisors are not able to assist. Upon connection with the customer, ********************** will move forward with an amicable solution. 

  

  Business response

  05/14/2024

  A representative of the ****** Services Leadership team will attempt to connect with the customer via phone and if a call is not attainable, an email to schedule a call will be sent. When returns and refunds are requested, all inquires will need to go through ****** Services and Program Advisors are not able to assist. Upon connection with the customer, ********************** will move forward with an amicable solution. 

• Initial Complaint

  04/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for several courses in February 2024 during the Presidents Day sale at NASM. Initially, I planned to enroll in courses recommended by the Sports and Health Sciences Graduate Program at my university, which has a relationship with NASM, and we occasionally use their materials in our studies. However, I wanted additional courses, and the Presidents Day sale seemed like a better option.Soon after signing up, I began receiving almost daily calls from ******* at NASM. I finally returned his call, and he convinced me to repackage my courses and sign up for a smaller number than originally planned. Within this new package, he included recertification for life and CPR, stating that I wouldnt be able to complete the personal training courses without it. I informed him that I already had these items in the NASM One package I initially signed up for, and we agreed that NASM One would be removed. I was hesitant about resigning up for the certified personal training course because it has a deadline and I explained to ******* that I wanted to wait until closer towards the end of my program which is later this year to take it but he pushed for it and I went along. ******* assured me that he would take care of it, but when I spoke to him on Tuesday, he said he couldnt cancel NASM One. I reminded him that the terms and conditions indicated it was a one-year commitment. I assumed there might be a loophole since it had only been two weeks since my initial sign-up, but unfortunately, he couldnt make it happen. He then mentioned a refund for the recertification for life and CPR.I was frustrated because I was now on the hook for an additional $400 for NASM One, even though the recertification for life and CPR combined in the repackaging was priced at approximately $300. I decided to remove the Certified Personal Trainer course from the package and keep only the Certified Nutrition and Certified Sports Nutrition programs. *******, however, continued to push the Certified Personal Trainer Program.Before the repackaging, he had assured me that both the nutrition coach and sports nutrition coach programs didnt require advanced training like the certified personal trainer course and could be successfully completed without the it. I explained that I understood but wanted to proceed with the two courses instead of all three. He still insisted on the certified personal trainer course, implying that I wouldnt comprehend the information in the other courses without it.Feeling offended and annoyed, I suggested canceling the entire package and coming back later for all of the courses. ******* stated that if I did not want to keep the certified personal training course that he would have to transfer me. He did not mention anything about losing my deposit. He transferred me to the service department, where I encountered another sales attempt. When I declined, she informed me Id lose my deposit for canceling the entire package. I explained that I was now stuck with NASM One monthly fees and losing my deposit because ******* doubted my ability to grasp the other courses without the certified personal training course. So, essentially, I am giving NASM roughly $500 just because I wanted to remove one of the three courses. ******** kindness disappeared when I refused, making the service feel like a punishment. Why would he tell me he could cancel NASM One when he was uncertain that we would be able to? Why would he be upset about canceling one course when he's still getting acknowledgment/incentives for the other two? Moreover, why would he imply that I would struggle in the other two courses without the personal training course? I expressed my dissatisfaction and even texted ******* as it was unfolding, but he never replied. When I received the message asking about the service I received, I once again expressed my grievances with no response. Later, I checked on my initial program refund and was told Id receive a refund for both programs. I also received an email confirming refunds for both programs. However, I only received a refund for the initial course signup, not the other courses. I plan to voice my opinion to the university staff about the treatment I received and question why they push students to sign up with NASM if theyll be treated unsatisfactorily. This was definitely a disappointing interaction. I regret returning ******** calls; otherwise, I wouldnt be in this mess. Thanks, ******************************************** was unbelievable!

  

  Business response

  04/26/2024

  After researching the account, a representative of the ************************** team will connect with the customer via phone on 04/26/2024 and resolve any issues regarding the original purchase. NASM will make sure that the customer has whatever they needs to be successful in their studies and if a phone call cannot be set, an email will also be sent to schedule a call with management to resolve all issues. 

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have tried repeatedly to contact this business on 4/10, 4/9, 4/8, 4/5 to get proof of my previous certification I completed with AFAA. They say they have no record of my certification. I have provided paperwork. There wasn't email back when I certified and I provided phone numbers. They say they will provide me with something on letterhead, but haven't done so. I received a call back and when I try to call get placed on hold and start all over with other people. So far I have email documents to AFAA customer suport email, ********************************, ******************************************************* ***** and others. The company I certified was AFAA and was aquired by NASM. It appears they lost the records.

  

  Business response

  04/12/2024

  The Athletics and ******************* of America (AFAA) was purchased by the National Academy of Sports Medicine in late 2015 for a merger in 2016. While available records were transferred for customers to NASM, during the transition some records may had been lost as a result of AFAA's previous filings. NASM was able to connect with active customers with current records at the time however if there was little to no activity prior to 2016, NASM cannot guarantee those historical records were still available. As of 2018, there were no previous AFAA employees with NASM and historical members were encouraged to reach out to NASM to update accounts.
  
  At this time, NASM will connect with the customer for a confirmation of records but since AFAA is no longer an individual company, no refund would be provided for an order prior to the merger.   

  Customer response

  04/12/2024

  I reject the response from the business because I still need proof that I was certified at one point. I had already attached to this complaint my records of previous certification as well as sent to the company proof that I had went through certification and paid for it and they need to provide me some type of certificate for this date credentials to set up on their website, but there is no record in there whatsoever as my certification is what I requested for a refund if not provided this info.

  

  Business response

  04/19/2024

  NASM/AFAA will not issue certificates for expired certifications and in addition expired certificates will not show on the 'Validate Credentials' tool on www.nasm.org or www.afaa.com. On 04/12/2024, NASM ****** Services did send an official letterhead confirming the customer was certified in 1996, but unless proof of renewal every two years from 1996 to 2024 is submitted to AFAA, no further action can be done at this time.

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The issue came up on April 3rd 2023 but it dates back to the original transaction of 11/03/2021. On 11/03/2021, a sales rep sold me a 6 year package. I worked with ******************* and *********************** at NASM. They pitched me this deal where you purchase everything up front and you are set up for the next 6 years. I spent hours on the phone with them trying to determine what would be the best courses to pick to set up my career for the next 6 years. We finally settled on the courses and I agreed to the package on 11/03/2021. I was charged $1613.00 for the package and agreed to pay in installments at no additional charge. Since you only need to recertify every 2 years I went into my portal a few days ago to start one of the courses I purchased. The courses were all missing. I sent an email to customer care and also called into their customer care line. I spoke with a very nice woman on the phone who said she had never heard of a 6 year package and to her knowledge that did not exist. She explained that my courses were all gone because they expired. I said that makes no sense, why would I purchase several courses at the same time when I only need 1 to recertiy. I recommended they listen to my calls since they supposedly record every call. She said they would and she would get back to me the following day. It has now been 2 days and I have not heard back from anyone at NASM and they never reply to the cusomer email care line anyway so I am not hopeful. After reading all the reviews on your website, this is what they do. They make you invest and then have some reason of why you now need to pay more. That is a scam. I would like the company to refund me for this package or extend the expiration on all of the courses they sold me. Is it even illegal to take away access to something someone paid for? Based on these other reviews and other websites, how is there not a class action lawsuit by now.

  

  Business response

  04/12/2024

  The customer was able to connect with ****** Services via phone on 04/11/2024 and after a review of her dispute, NASM was able to meet the customer with a resolution regarding extension on their courses. This case is closed. 

  Customer response

  04/12/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

*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. ↩