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:03/19/2025

  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 ~$2500 for CPT and various certifications from NASM January 2024. I was not aware that the tests expire, and it didn't state that during the purchasing process. i have ****, which makes is difficult for me to catch details sometimes. I called to try to get an extension for the testing and they stated that it would cost me $750 to purchase a test when I never even took the test. why cant they give me the extension since I already paid. ******** customer service. They are ripping people off by doing this and have no concern for people with disabilities.

  

  Business Response

  Date: 03/20/2025

  All NASM course and enrollments come with expiration dates. When logging on to each individual course, the expiration dates are shown on the upper right hand corner, and to proceed with the course members need to agree to the attestations which include the Candidate Handbook, which also goes over expiration dates. When a course is expired, NASM offers extension options but they come with fees versus a brand new enrollment.
  
  A representative of the *************** Leadership team will connect with the customer via phone and email if applicable for an amicable solution.
  

• Initial Complaint

  Date:03/19/2025

  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.

  Wont let me cancel my account even though I told them I cannot afford it. They are refusing to cancel my account despite my explaining to them I cannot afford to pay it, nor am I using their services.

  

  Business Response

  Date: 03/19/2025

  NASM has a return policy outlined in the Terms and Conditions found on ****************************** that outlines in section 5.3, "All sales are final seven (7) days after the date of purchase (the Refund Period). In other words, as of the 8th day following the date of purchase, NASM/**** will not provide refunds or accept returns." After the return period has passed, the order is ineligible to be cancelled. 
  
  In the event there is an unexpected extenuating circumstance, NASM offers an appeal process for a review for an out of policy cancellation. That process will be emailed to the customer on 03/19/2025 and if applicable, can appeal their order. Submission of appeals will not guarantee approval however, but the Appeals team will look for an amicable solution.   
  

• Initial Complaint

  Date:03/14/2025

  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.

  Order a collection of training courses, mainly CPT. Ran into barriers (multiple family member deaths) that delayed completion. I filed an extension request in JAN 2024, got a response in FEB claiming a 60 day extension until 3/22 but I only got notice of that in late FEB and only got instructions to schedule on 3/14/25, which does not leave enough time to take the exam before expiration of 3/22. Expiration should have been multiple months but NASM claimed I didnt give sufficient proof, which is untrue. I gave three obituaries for the multiple deaths that occurred so the claim that I did not is simply false. Now unable to take the exam, I can't effectively complete the course which is a waste of 1500 USD and I think I should get the money back if they can't provide feasible means to complete the exam. I've been ignored multiple times despite many messages sent which are unaddressed to date. I find this rude and , unacceptable and unprofessional. Sadly, this type of exposure seems to be the only way to get their attention other than have my bank reverse the charge.

  

  Business Response

  Date: 03/18/2025

  When submitting supporting documentation for extension or refund appeals, the Appeals team will attempt to verify any documentation submitted. Unfortunately, the Appeals team can only review what is submitted and if there is missing information (such as proof of relation commonly with obituaries), the Appeals team will use the best judgement possible. 
  
  At this time, the review has been revisited and an amicable solution has been sent to the customer.

• Initial Complaint

  Date:03/11/2025

  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 formal complaint against NASM (National Academy of Sports Medicine) for their misleading service description and unethical refund practices.On 1/23/25, I purchased what was described as a "Recertification Application Fee" for $99. Based on the way this service was presented, I believed it was the necessary step to continue my certification with NASM. However, after completing the purchase, I realized it was not the correct service for my situation. The description was vague and misleading, which directly led to my confusion and the unintentional purchase.Immediately after recognizing the mistake, I contacted NASM via email to request a refund. They informed me that the fee was non-refundable, despite the fact that I have not benefited from the service, used the service, or submitted any additional information for the application. NASM is effectively holding my $99 for something I cannot and will not use.This practice feels deceptive and unethical. If this happens to even 10 to 20 people daily, it results in NASM profiting from individuals who receive no value in return. This is not the type of customer experience one would expect from a professional organization.I am seeking a full refund of $99 and requesting that NASM clarify their service descriptions to prevent this from happening to others.Desired Resolution:I am requesting a full refund of the $99 Recertification Application Fee due to misleading information that resulted in an unintentional purchase. I also urge NASM to improve the clarity of their service descriptions and reconsider their refund policy in cases like mine.

  

  Business Response

  Date: 03/18/2025

  When NASM Certified Personal Trainers begin the recertification process every two years of their certification, they are to complete 20 contact hours of continuing education as well as having an updated CPR/AED. To complete the renewal process, there is a $99 fee that is supposed to be processed directly through the Recertification Portal found on ******************************.
  
  In this situation, the customer did pay the correct fee, but did not process it through the Recertification Portal and processed the fee a la cart on 01/23/2025. Because it was processed in the incorrect section of the website, a manual review process was initiated by *************** on 02/12/2025. An email response to the customer advised that the Recertification team will review the renewal and manually process the recertification, as the process is normally all computerized when the payment is processed in the correct section.
  
  This is no fault of the customer, but a simple misunderstanding as the correct amount and fee was processed, just in the incorrect section, as explained via email on 02/15/2025. The recertification will finalize their review and we will connect with the customer if more information is needed. 

• Initial Complaint

  Date:02/25/2025

  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 2/1/2024 I purchased an educational course bundle to become a Certified Personal Trainer from NASM (National Academy of Sports Medicine). NASM offers a Job Guarantee to candidates who have purchased and completed their Certified Personal Training course, which I did on July 1, 2024, and who also purchase the Gymternship which I also did. NASM's contract states that if they fail to place you in a job within 90 days of completing the Gymternship they will completely refund the price of the course, in this case $2,352.93. NASM is in breach of contract for having failed to even provide me with the Gymternship within their stated timeline of 45 days of the date I applied. My Gymternship place-by date was November 11, 2024. I never heard back concerning my placement and I sent numerous emails that went unanswered. Eventually, I was told that the man over the Gymternship program had quit. I was offered a refund of just $84.77 for the Gymternship portion and informed that I should receive it in ***** days on January 13, 2024, which I never did. When I have inquired about this I was instructed to call a number, but when I called the agent informed me that they do not handle the Gymternship and when I have called other NASM numbers I cannot reach anyone. I feel that I must resort to filing this complaint and am requesting that NASM be forced to uphold their contract.

  

  Business Response

  Date: 02/27/2025

  In the NASM Candidate Handbook there is breakdown on the Job Guarantee, as NASM offers two options, one with the Gymternship program, one without. In regards to the qualifications for the guarantee with Gymternship, if a candidate qualifies, the refund is for the Gymternship portion of the program, no the entire order. When it comes to placements, all partnered gyms with NASM are contacted to assess if they can onboard a trainer within the 45 day time period. However, the final decision is at the discretion of the partner gyms, which are third parties and are not obligated to take interns if they do not have the business needs or capacity. 
  
  In the event a candidate is not placed, NASM will offer an exchange for a specialization or if that is not applicable, a refund is offered of the Gymternship program. The amount will vary depending on which bundle was purchased as well as potential discounts. We apologize for the confusion and have passed the customer's information to the ****************************** that handles the Gymtnership program.
  

• Initial Complaint

  Date:02/25/2025

  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 paid for a service in May 2024 that was not provided. I was treated and mislead unfairly, important information was not disclosed, and if it was, I did not receive any documentation related to what I understood the transaction to be. When i called the customer service to report an issue I was treated rudely and told that they did not have any access or awareness that I paid any fee in May 2024. They said I had to repay what I've already paid for. Not only did I pay the $200.34 in May 2024, but they also requested I pay another $199 to receive the service I had already purchased. This company has nickel and dimed me for the education I received since 2012, I have spent thousands with NASM and to be treated the way I was treated by them was disgraceful. Withholding my certifications that I have earned and paid for because they want to get more money out of me. I doubt I will be using NASM's services for my educational or professional reasons moving forward. I am tired of throwing a way my hard earned money away on a crooked business. Who's name

  

  Business Response

  Date: 02/27/2025

  With the information provided, we are not able to locate an order from May 2024 for the amount disputed. A representative of the *************** leadership team will connect with the customer via phone and follow up with an email if no connection is made.

• Initial Complaint

  Date:02/25/2025

  Type:Billing 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.

  Dear BBB:I hope this message finds you well. Im writing to seek clarification regarding a charge I am currently facing for a test I am enrolled in. Here are the details of my situation:* I initially gained access to my account in June.* ** account was suspended in September due to a lack of payment, preventing me from accessing the test.* The test I am enrolled in has a 180-day time limit, which started in June and was originally supposed to be completed by December.* I recently regained access to my account in February, but I am now being asked to pay again for the test.According to the contract, I understand that I am entitled to pay off the full balance without penalty and receive a refund of any unearned finance charges under certain conditions. Specifically, the contract states, UNDER THE **** YOU HAVE THE RIGHT TO PAY OFF THE FULL UNPAID BALANCE DUE UNDER THIS CONTRACT AT ANY TIME AND WITHOUT PENALTY. IN DOING SO, YOU MAY OBTAIN A PARTIAL REFUND OF ANY UNEARNED FINANCE CHARGE UNDER CERTAIN CONDITIONS. Since my access to the test was suspended for several months, I believe the charges I am facing should be adjusted accordingly.Additionally, the contract mentions that We do not intend to charge or collect, and you do not agree to pay, any finance charge that is more than the maximum amount permitted for this sale by applicable law. Given that my account was suspended, preventing me from using the service as originally agreed, I respectfully request an adjustment to the charges to reflect the time period I was unable to access the test.Please let me know if any additional information is needed from my side to review this issue. I look forward to your prompt response and hope we can resolve this matter fairly.Thank you for your time and attention to this request.Sincerely,?***** *****

• Initial Complaint

  Date:02/20/2025

  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 Monday 2/17 I signed up for a membership with *********. After some research which I should have done more prior, I reached out to ********* the next day 2/18 to cancel my membership and requested a refund (I was told I had 7 days). ********* told me to email or call to cancel. I emailed 2x and no response. I have called countless times to be waiting for over 20 minutes with no help, I have chatted with a *** only to be advised I need to call. ********* stopped ***lying to my text messages and I am starting to believe this was all a SCAM!I am requesting AGAIN a CANCELLATION AND A REFUND!

  

  Business Response

  Date: 02/25/2025

  A member of our management was able to get in contact with this customer regarding their complaint. A refund had initially been provided upon the customer contacting us by phone and the member of our management team confirmed that the situation was resolved.

• Initial Complaint

  Date:01/31/2025

  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.

  1. What did the business commit to provide you?NASM stated that I needed 1.9 continuing education units (CEUs) to renew my certification. In a renewal reminder email on November 28th, they linked to their website, which listed the required steps. Based on this, I believed purchasing a membership or course was necessary. I chose the membership since it included **** and the renewal fee.2. What is the nature of the dispute?On January 4, I purchased the NASM One Membership for $570 CAD plus a $14.26 international transaction fee, solely to renew my Sports Nutrition Coach certificate. After purchasing, I discovered I did not actually need **** to maintain my certification. I only learned this after completing one CEU module and emailing NASM to track my total. Their response revealed I did not need additional CEUs, contradicting their renewal instructions.NASM misrepresented the *** requirement, making me believe I needed to purchase a membership or course. Their misleading information lead me into an unnecessary purchase under false pretenses.3. Has the business tried to resolve the problem?I contacted NASM, but they refused to provide a refund, despite their misleading information leading to my purchase. They have not acknowledged their deceptive sales tactics or attempted to resolve the situation.4. Does the issue involve advertising?Yes, NASMs email and website renewal instructions were misleading. Their communication falsely stated I needed 1.9 CEUs before I could renew my certification, which was untrue.5. When and where was the ad seen or heard?The misleading information was in an automated renewal email from NASM on November 28, which linked to their website outlining the renewal steps. I only discovered the misinformation after purchasing the membership on January 4 and later contacting NASM to clarify how many credits each module was worth.

  

  Business Response

  Date: 02/06/2025

  *************** Leadership attempted to connect the customer via phone on 02/04/2025 and 02/05/2025 with voicemails to attempt to resolve the dispute. On 02/06/25, an email with instructions on the recertification process was sent to the customer and should clear up any confusion on the renewal process going forward. If the customer still has additional questions, they can contact *************** or call back the Leadership representative.

• Initial Complaint

  Date:01/30/2025

  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 called NASM on 7/7/23 with my mom (****** *****) who is a current member, to sign up for the Certified Personal Trainer (***) self-study program. The woman on the phone was very nice, signed me up for the ***, and told us she'd even give us a discount for my mom being a member and referring me. It was a professional call, and I did not see any issues while on the phone. I do remember her asking if I wanted to add a specialty, but as a student working on his PharmD, I declined, as I don't have the time or desire to do more work to earn a certification I'm not interested in. My mom paid the down payment of $99, and we agreed to the 11 remaining monthly payments for the *** self study. I would also like to add I was charged for a physical NASM book, was told it would be mailed to me, and after following up twice, I still never received the book. Fast forward to 2024, when my mom had made the 11 payments of $124.30 each, for a total of $1,590.60 (verified on the NASM payment history document below). The second document is what NASM is currently harassing me about now, for payment due, saying they're going to send this to their collections office, when I did not agree to the additional specialties they're trying to charge me for. I did not agree with those additional charges over the phone, and I did not ever receive the retail installment document or document that show $2,336.44 due in my email - neither did my mom, who paid for the entire ***.We have followed up with them numerous times since 12/11/24, and have not received the proof we've requested, that I did approve this amount. We have paid for the *** which was all I agreed to on that call on 7/7/23, and as of 1/29/25, they refuse to accept they're wrong, and had never sent me a document, because they knew I did not agree to that.The *** is paid for, and I request they remove the other programs I never used, as I did not agree to buying them.

  

  Business Response

  Date: 02/03/2025

  On 07/07/2023, the customer ordered a program by phone, agreeing to 18 payments totaling $2336.44, starting 08/06/2023. No issues arose until July 2024, when the customer inquired about an extension. On 12/11/2024, the customer's mother called about a past due balance. NASM requires verbal authorization for third-party discussions, which the customer attempted via email on 01/10/2025, against policy.
  In December 2024 and January 2025, the customer and his mother queried charges. ********************** detailed the balance and overdue amount after a request to waive remaining charges. The customer's mother requested a call transcript and a statement on 01/13/2025, comparing rates to her 2019 purchase. Communication attempts continued, with the customer opting for email only.
  On 01/24/2025, the mother, not authorized, discussed the account. ********************** sent an invoice and the signed agreement on 01/25/2025, stating call transcripts are not released. Further charge details were emailed on 01/28/2025. Documents are attached.