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:10/04/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had login issues. Nasm claims to have support but it took the bb getting involved to fix my login issues. This took weeks. Now Im behind on my studying and behind I still dont know how to setup testing. There call center takes to long and they dont speak English. Id like an extension and a refund or discount for all that I dealt with please. I pay but not only the study materials but support I never get

  

  Business Response

  Date: 10/06/2025

  Our records show the customer was in consistent communication with *************** but since 08/27/2025, the customer and *************** have not been able to connect, with the customer responding via email that they were at work. At this time, a representative of *************** will be reaching out to the customer to assist. We encourage to call into *************** or reach out via live chat on ******************************* or email at ****************************************************** for assistance as well. 
  
  Regarding the support team, the *************** department includes representatives based in both the United States and abroad. All agents are fluent in English and trained to provide technical and account support. While accents may vary, our team is committed to clear, respectful, and professional communication.
  

• 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:09/10/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Group Exercise Certification through ****, I spoke with a customer service *** and asked was their certification accredited, and the *** stated yes it was accredited. When I went to take the test I found out that it was accredited and they lost their accreditation in 2023, which they neglected to tell me. When I call AFAA, they confirmed what I had believed about the accreditation. The Lady I spoke with said she would refund my money back to me, then asked would I like to purchase the certified personal trainer certification, it was $600, I said no thank you. I think is bad business when you don't tell the customer the truth before purchasing. I still haven't gotten my money refunded back to me.

  

  Business Response

  Date: 09/11/2025

  Our records show a refund case was created on 09/10/2025, we advise our customers that refunds can take up 15 business days for processing. 

  Customer Answer

  Date: 09/12/2025

  
  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,
  
  ***** *****
  
   
  

  Customer Answer

  Date: 09/29/2025

  To Whom it May Concern,
  
  I filled a complaint with NASM (National Academy of Sports Medicine) on September 10th, 2025, and I have yet to receive a refund from them. I opted to get a refund from them. To date they have not reached out to me or refunded me for the money I spent on the NASM, Group Exercise Packet.
  
   
  NASM
  **********************************
  Gilbert, AZ 85297 
  
   
  Thanks,
  ***** *****

  

  Business Response

  Date: 09/30/2025

  Return cases can take up to 15 business days to be completed. Currently, the case is still pending and once resolved the customer will receive the refund.

• Initial Complaint

  Date:09/04/2025

  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 purchased the programe around the beginning of 2025. I missed one payment due to a change in banks around March. Icalled Made said late payment, and they have been taking from that account monthly ever since. I can see it on my bank statement at the end of every month. However, I receive multiple daily emails about my late status. Sometimes up to 4 or 5 a day. When I called customer service they stated that I still had a past due status of 80ish bucks. I dont have access to the courses I am paying for. I explained to them that's impossible as the late payment was made and they had been taking money for the course every single month on time. I can see it on my bank statements. They refuse to correct the issue. There is no way I am past due and even the customer service agent was stumbling trying to explain to me how it was past due. I kept repeating that they are taking money on time every month. I am not delinquent. Still no fix, still no access to materials, but they still take money every month.

  

  Business Response

  Date: 09/10/2025

  A representative of the ************************** team will review the accounting of this program and connect with the customer via phone to resolve this issue amicably. 

• Initial Complaint

  Date:09/01/2025

  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 August 15, 2025, I purchased NASMs Certified Personal Trainer course. From the date of purchase, I have had no access to any of the course materials.On August 19, I contacted NASMs customer service and spent an hour troubleshooting with a representative. The issue was not resolved, and my account was then locked by NASMs IT department so they could investigate. I was told I would be contacted with an update and provided new login credentials once the problem was fixed. I never received any follow-up.On August 27, still without access, I called again. The representative acknowledged the problem but stated NASMs 7-day return policy. I explained that this was not a matter of simply changing my mind NASM had failed to deliver the product I paid for. In contract law, when one party does not provide the promised service, the agreement is voided. The representative refused to acknowledge this and ended the call abruptly despite my professional tone.That same day, I sent an email requesting a refund on the basis that NASM had not delivered the course. I received a reply five days later, again citing the no refunds policy but refusing to acknowledge the breach of contract that had already occurred.NASM accepted my payment but did not provide the product I purchased. This is a clear failure to deliver services as contracted. A company cannot enforce a no refund policy when it has not fulfilled its own obligations under the contract.Resolution Requested:A full refund of my down payment.Assurance that no future payments will be collected for this undelivered course.NASMs refusal to provide the product or issue a refund constitutes a breach of contract and a violation of basic consumer rights.

  

  Business Response

  Date: 09/04/2025

  NASM regrets the inconvenience experienced and appreciates the patience shown while the technical issue affecting course access was investigated. A support ticket was initiated promptly after initial contact, and while NASM strives to resolve all technical matters as quickly as possible, certain cases may require extended investigation and involve factors outside of immediate control. NASM understands the frustration caused by the delay and acknowledges the importance of timely access. The case has been escalated for further review, and a resolution is actively being pursued. 

• Initial Complaint

  Date:08/31/2025

  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 received an email on July 8, 2025 from NASM ******************** stating I was being refunded for the Gymternship program. I have since been in contact with NASM **************** and ******************** via phone and email numerous times trying to resolve this issue. Each representative assures me the payment is being processed; however, I still have not received the refund. The **************** representatives cannot even tell me when exactly the refund was sent out or via by check or direct deposit, etc. The last thing I was told was I would receive an email with a form to complete regarding bank account information where the refund should be direct deposited. Once again, an email has never been received. I cannot find anyone there to help me obtain this refund. Please overnight a check to me in the amount of $190.64 immediately to resolve this issue.

  

  Business Response

  Date: 09/02/2025

  Because of the length between the purchase date and the refund date, some refunds will be returned in the form of a check. Check refunds can take up to 45 days due to processing and mail delivery speed. Our records show a check request has been sent as of 08/04/2025 for the $190.64, and the request can take 45 days from that date. 

• Initial Complaint

  Date:08/27/2025

  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 purchused the ***** plan for $899 in September of 2024. Since then, they have charged me $175 for "job placement" fee EVEN THOUGH THEY DID NOTHING TO HELP ME SECURE A POSITION ANYWHERE! They also charged me $39/month for something called NASM ONE that I NEVER AGREED TO and HAVE NEVER USED. Now, they are telling me that since I didn't respond to an email I NEVER EVEN RECEIVED that I will now be charged for the next 12 months again. I am taking this to court and pursuing legal action against this FRAUDULENT company for fradulent practices and seeking $1,000,000 for damages. I literally lost my apartment because of this company and their fraudulent practices.

  

  Business Response

  Date: 09/02/2025

  NASM's records show a return case was submitted for the Gymternship program back in May 2025 due to non-placement. At this time, a representative of the *************** leadership team will connect with the customer via phone to determine the best amicable solution for the dispute.

• Initial Complaint

  Date:08/26/2025

  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 classes. I paid a down payment. I then ended up in a medical emergency and due to my medical issues, needed to cancel. I attempted calling but could not get through and so I sent 3 emails to 3 different addresses as info was not clear as to who to contact. I stated I needed to cancel and asked how to do so. I was informed via email they could not let me cancel as I missed a 7 day deadline by 3 days. I then called them on the phone and spoke with Iqbal who stated they needed to know my medical issues which I only let him know part of it but feel that is a total invasion of my privacy. My health information is private. Now i have to file an appeal to be released from this and get refund

  

  Business Response

  Date: 09/02/2025

  We appreciate the opportunity to respond and are sorry to hear about the customers medical emergency. Our programs include a clearly stated 7-day cancellation policy, acknowledged at purchase and login. While requests outside this window are not eligible for automatic cancellation, we do offer an appeal process for extenuating circumstances. Participation is optional, and while NASM does not require sensitive medical details, NASM will need enough context to fairly evaluate the request. Without an appeal, the original policy remains in effect.

  Customer Answer

  Date: 09/02/2025

  I provided context I am having severe medical issues.  This is what they are requiring...

  Disabling Injury or Serious Illness Requiring Hospitalization
  Signed letter from a medical professional on letterhead explaining the dates of illness and/or hospitalizations.
  If due to a medical condition, a signed letter from a medical professional on letterhead providing a brief explanation of how this condition limits the candidates ability to take an online course or exam.
  If you claim an illness or condition that existed prior to your purchase, you will need the medical letter to explain what has changed since making the purchase that now limits your ability to take an online course or exam.

  they are asking for dates of illness and hospitalization.  They are requiring medical information that they are not legally entitled to and forcing me to commit to a course I cannot due at this time and have not even started so they can get and keep money for a course I cannot do.  I was 3 days past their deadline that honestly I was not aware of.  If you go by business days it was 1.  Its ridiculous they operate business this way.  Are they that desperate for money a national organization would stoop to this level? 

  

  Business Response

  Date: 09/03/2025

  Our programs refer to the Terms and Conditions that include a clearly stated 7-day cancellation policy, acknowledged at purchase and login. While requests outside this window are not eligible for automatic cancellation, we offer an optional appeal process for extenuating circumstances. To fairly consider such requests, we ask for general documentation from a licensed professional confirming that the situation impacts the ability to participate. This is not intended to collect sensitive medical details or violate privacy.

  As of now, the customer has not submitted an appeal and a representative from our *************** leadership team will be reaching out directly the customer via phone to reach an amicable solution. 

  Customer Answer

  Date: 09/05/2025

  a member did reach out.per their guidelines I sentin my in last response they are asking for dates of illness, hospitalizations, reasons that I cannot perform due to illness which I will state again as I did to the representative that I believe this is protected information. My specific illness and dates are none of their business furthermoreasI stated in my response that I find deplorable that a company whose purpose is to train people to help others is at the very worst time of my life, dealing with a medical diagnosis is going to prioritize their financial gain over a person's well being. This is the message they are sending.  Even at a college or university wouldn't be this way.  I know because I have a masters.  I am someone who completes what I start however, medical reasons ***** that now.  Ishould be worrying about my health and wellness instead of fighting a greedy corporation who makes their money on promoting wellness and helping, which is a complete contradiction and hypocrisy on how they are treating me.  I will appeal but I WILL NOT provide my medical information it is protected by LAW!

• Initial Complaint

  Date:08/26/2025

  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 a personal fitness trainer. I am required to renew my certification with NASM (national academy of sports medicine) every 2 years by completing 2.0 approved CEUs prior to certificate expiration date. I completed all required courses by due date and submitted to NASM. Problem: I was sent email congratulating me for earning my badge. When I go to get badge it says my certification is in a random audit. I called NASM 3 times and expressed my concern that I cannot work without my certification. I was told it was in the audit teams hands and they have 30 days to complete?? They sent me an email that my employer will not take because it has no certification #. I expressed this to NASM. The best I can get from them is dont worry it will really only be a few days, we will send a note to supervisor. Meanwhile Im canceling clients and not working and they are not concerned. Please help

  

  Business Response

  Date: 08/26/2025

  Per the Recertification handbook found on ******************************, "All renewal submissions are subject to a random audit. Representatives from the Recertification team will verify that all documentation is accurate and the courses submitted were completed in the correct credential window. If any issues arise, the credential holder will be notified via email with instructions for future steps to renew the credential." Audits can take up to 30 days for review, but the Recertification team will attempt to review them as fast as possible.

  In this scenario, the customer's audit has already been completed and the Certification has been renewed along with a new certification number as of 08/24/2025.