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:04/22/2026

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 28, 2025, at approximately 9:30 PM, my NASM One subscription was automatically renewed for another year without any prior notice. This notification was sent after business hours, when I had no ability to contact a representative or take action.On November 29, 2025, at approximately 6:00 AM, I emailed NASM to cancel my subscription. This email was sent before business hours and represents the first opportunity I had to respond after receiving the renewal notice. Despite this, I was informed that I was too late and that I was locked into another full year of billing.Since that time, I have spoken with multiple customer service representatives and managers. I have found these interactions to be unhelpful, dismissive, and lacking any effort to resolve the issue. I have also sent multiple follow-up emails, which have gone unanswered.I have been billed $37.19 per month, totaling $446.28 annually. To date, I have been charged for five months. I disputed these charges with my credit card company, and they have sided in my favor, determining that there was not sufficient notice provided for the auto-renewal of this subscription. I have received refunds for five months of billing as a result.Despite this, NASM continues to attempt to bill me and has refused to cancel my subscription, stating that there is nothing they can do. They have also stopped responding to my emails.Resolution Requested:I am requesting written confirmation that my NASM One subscription has been fully canceled and that no further billing will occur.

  

  Business Response

  Date: 05/04/2026

  NASM Management has reviewed the case and determined there was a potential system error regarding the customer's subscription. The subscription has now been terminated and a refund of all unwanted charges has been set up. NASM Leadership will continue to try and connect with the customer to determine if anything else is needed.

  Customer Answer

  Date: 05/05/2026

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

   

  I do feel it's very important to not let this issue pass as a "system error".   I have been treated so poorly by this company verbally and also by several emails being ignored.    This is a bigger problem on how they treat their members and try to scam money out of them.  

  I appreciate all your help resolving this but "system error" makes it seem like there did nothing wrong here.

   

  I will wait for a refund and when that happens I will consider this case closed
  
  Regards,
  
  REMOVED
  
   
  

• Initial Complaint

  Date:03/16/2026

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Enrollment date December REMOVEDWant to stop my school payments because I am not able to complete or even did start my course because I have a mental health conditions which I been diagnosed since the 2008 age of 8.I felt that I have not been able to move forward with the school and since I Enrolled I only complete 2%.I have requested from the REMOVEDfrom NASM to stop my school and payments because I can't do my courses that I Enroll.I request since January 2026 by email with all medical reports to NASM REMOVEDand today is March 16 2026 I was told they are still looking at it but if my disability occurs after my Enrollment I will not receive back any funds and will need to keep paying if I still not able to do the school because of my mental health conditions. On March 10 2026 I call to discuss and was told that I school call back on Friday and I will have a answer forsure never had a answer REMOVEDthere anything tgat yiu can do to help REMOVEDlive in REMOVEDand I pay each month by credit card to NASM.I was told just stop paying them but if I do they will but me on collections and I have great credit history and I do not want bad credit. I am disable and I been trying before to do school but was nit successful last time I try to take in school for REMOVEDbut I had to stop and the school gave me a refund back, I was not treated tgat if I had a mental health conditions before my Enrollment I still need to pay.Please let me know what I can do?please note my father is my caregiver and wrote this on my behalf. Thank you REMOVED

  

  Business Response

  Date: 03/19/2026

  A member of our management team has attempted to contact both the customer and the customers caregiver regarding this matter, but we have been unable to reach either party. We encourage the customer or caregiver to contact our REMOVEDteam so we may schedule a dedicated call to fully review the situation and discuss available options.

  Regarding the enrollment, the customer purchased their REMOVEDprograms on December 5, 2024. The customer accessed and used the course materials up until September 29, 2025; this included the full access timeline for the Certified Personal Trainer exam and a significant portion of the Certified Nutrition Coach exam.

  In early 2026, the customer submitted an appeal requesting cancellation and a refund due to extenuating circumstances. Our Appeals Team conducted a complete review of all documentation provided. For extenuating circumstance appeals, NASM requires evidence that a new or worsening circumstance occurring after the date of purchase directly impacted the customers ability to continue their studies.

  The documentation submitted in the appeal was dated prior to the customers purchase, and therefore did not meet the criteria for cancellation or refund under the extenuating circumstances policy.

  We understand that each situation is unique, and we want to be as supportive as possible. We are happy to continue working with the customer and their caregiver to explore any additional options that may be available. We kindly request that they contact us so we can discuss next steps together.

• Initial Complaint

  Date:03/11/2026

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  NASM is bunch of crooks. They have representatives over the phone selling their subscriptions. I signed up for subscription its a 12 month subscription. Completed 12 months tried to cancel it and they said that they send emails out 30 days before my subscription is about to end. Instead I never recieved one. Because of that I was late by 8 days I requested to cancel the charges and a refund for the amount they charged me. They said that they dont offer refunds. I find this unfair that I am stuck with another 11 months of payment when I rarely use it. Never got any emails about canceling.

  

  Business Response

  Date: 03/17/2026

  We contacted the customer directly and reviewed the concerns outlined in the complaint. After discussing the matter with them, we provided assistance and reached a resolution that the customer confirmed as satisfactory. We appreciate the opportunity to address the issue and remain available for any further support.

• Initial Complaint

  Date:03/06/2026

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a NASM customer since 2020 and have completed several programs and certifications with them over the years. I have also paid for the Recertify for Life program and the NASM Connect program, so I have invested a significant amount of time and money into continuing my education through NASM.On March 3rd my NASM Connect subscription automatically renewed and I was charged $318. When I looked into the charge, I realized that the payment was processed one day before the official renewal date, March 4th. I contacted NASM customer service twice regarding this issue. Unfortunately, the experience was very disappointing. Instead of trying to understand my situation or help resolve the issue, one of the representatives was dismissive and condescending and focused on reprimanding me on why I should have cancelled earlier, and telling me what she would of done to prevent this conversation in the first place, rather than addressing my concern or helping resolve the issue. They refuse to process the refund. I understand that companies have policies regarding subscription renewals. However, charging a customer before the stated renewal date and then refusing to provide any flexibility or resolution is unreasonable, especially for a long-time customer who has consistently invested in multiple NASM programs and certifications over several years.This charge is significant for me. I am currently a full-time doctoral student and do not have employment income, so I rely on careful budgeting to cover my living and educational expenses. An unexpected charge of over $300 creates a real financial burden.I am simply requesting that NASM review this situation and issue a refund for the NASM Connect renewal that was processed prior to the official renewal date.After years of loyalty to NASM and significant financial investment in their programs, I hope they will consider resolving this matter fairly.

  

  Business Response

  Date: 03/10/2026

  A member of NASM management connected with the customer (3/10/26) to determine a resolution for the confusion regarding the subscription autorenewal. All parties involved are happy with the outcome determined over the phone. As a one time courtesy we have elected to terminate the members subscription for customer satisfaction. The customer has been informed of internal processing time for their case and the matter is considered resolved. 

  Customer Answer

  Date: 03/11/2026

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

• Initial Complaint

  Date:02/24/2026

  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.

  Business manager paid for courses and let NASM know the name of the person who will be taking the course. REMOVEDput the course in the business managers name. WE have had multiple phone and email messages. On phone they say they will change. On email, they rarely respond. When they do they asked for personal information that was provided 4 separate times now. They have been ignoring all emails since the 4th time.

  

  Business Response

  Date: 02/26/2026

  The only record NASM has with the customer's information provided is tied to orders made in 2016 and 2019 respectively. The customer will need to send a detailed email with identifying information such as name, email on account, and order number to REMOVED. 

  Customer Answer

  Date: 02/27/2026

  Once again NASM is playing their same game. As pointed out in my original complaint, I have sent them the requested information a minimum of 4 times. They don't respond. They have copies of our drivers licenses and all information requested. I have sent the copy of drivers licenses a minimum of 4 times. They have never responded a single time when I follow up with the information they request. Half the time they don't respond to the original emails. I have emailed both REMOVEDand REMOVEDin each instance. Most of the time I don't get a responses. 

  The 4 or so times I have received a response it always says please send ...  Copies of drivers license and phone number. I follow up with the Drivers license and phone numbers (even though the numbers are always included in the original emails) and not one time have they ever responded back.  This is rinsed and repeated over and over for 2 months now. 

  

  Business Response

  Date: 03/06/2026

  A representative of the REMOVEDteam will attempt to call the customer on the number that was provided to BBB as REMOVEDcannot locate the account tied to the original complaint. 

  Customer Answer

  Date: 03/09/2026

  This is the same ploy they have been using for the last 3 months. I have emailed them 2 more times since my message on here last week.   First email I included the Name, Phone number, and a photo ID of the name tied to the account.  They respond back that they don't have enough information to locate the account and to please provide the name associated with it. They clearly have a canned response each time rather than actually reading the email.  I responded again with all of the pertinent information and never heard back. This is at least 6 times now that I have sent them every detail they need. They have never responded to the follow up email. 

  Every response from them is canned and leads to a dead end.  At this point, it is obvious they don't care to resolve my simple request. They don't care about the BBB complaints. They don't care about doing the right thing. It's just a game to them. 

• Initial Complaint

  Date:02/23/2026

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a $ REMOVEDCPT7 package from NASM. After discovering hundreds of mistakes in the content while studying for the exam, they have repeatedly refused to have a supervisor return my call. I have repeatedly taken hundreds of screen shots and sent them in by email and spent hours on the phone with customer service. REMOVEDtold me supervisors don't make "outbound calls."

  

  Business Response

  Date: 02/26/2026

  REMOVEDServices works hand in hand with the REMOVEDthat assists in content related support, versus general customer and technical support from the REMOVEDServices side. The case has been forwarded to Student Success for review and a representative of that department will connect with the customer. 

  Customer Answer

  Date: 02/26/2026

  If and when they actually do call me and work to resolve the issue I will retract my complaint. It has been 6 months they have not taken a single step to resolve the issue. Completely disappointed with NASM. NASM generates profits more than 400 million annually and refuses to guarantee their product. Can't take the time or effort to return calls with concerns about errors in crucial matters. 

  

  Business Response

  Date: 03/03/2026

  The customer was able to connect with Management from the REMOVEDvia phone on 03/02/2026 and this matter is resolved.

  Customer Answer

  Date: 03/04/2026

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

• Initial Complaint

  Date:02/11/2026

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company scammed me into a certificate program, customer service doesnt exist to cancel my membership

  

  Business Response

  Date: 02/16/2026

  NASM REMOVEDwas able to connect with the customer on 02/13/2026 via phone and email follow up and was able to address their concerns and will move forward with an amicable solution to the dispute. 

• Initial Complaint

  Date:02/11/2026

  Type:Service or Repair 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.

  Yes in December 2025 I ordered the NASM CPT exam and due to PSI and NASMs negligence was unable to take it due to technical difficulties and platform outages due to PSI's and NASMs incompetence. I would either the retest free or a full refund and contract broken due to it being highly unconscionable. This is ridiculous, if this was the case I would've never bought the product or just scheduled an in person test.

  

  Business Response

  Date: 02/17/2026

  REMOVEDis researching the account regarding the issues the customer had with the third party proctoring service. While NASM uses PSI to with the exam testing process, it is still a separate entity and technical errors may not be related to our website and exam. A representative of the REMOVEDleadership team will connect with the customer via phone for an amicable solution so the customer can sit for their exam.

  Customer Answer

  Date: 02/17/2026

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

• Initial Complaint

  Date:02/09/2026

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We started the program in April 2025 and went until December when there was a job loss and loss of income. Credit cards were cancelled, etc. We attempted to contact NASM through email at first only to be told that there is no refund. We were not asking for a rerun but to stop the payments and program. We were then told we had to call. Upon calling, we were put through three customer service REMOVEDto answer the same questions again and again. We simply wanted to stop the payments and access to the program. We have no credit cards and no income. They proceeded to tell us that there is no refund after seven days (we dont want a refund) and we cannot cancel. We were told we had to pay the balance even though we were not doing the program and we cannot even pay now due to no credit cards. They wouldnt send us a copy of this contract that apparently states we cannot cancel at all. They cannot prove to us where this is written. We asked them to email it to us so we could see it. We did not receive a response. All we want is to stop the charges and close the account. It is a shame that NASM baits customers like this and then does not properly answer or help when inquiring. They want only money.

  

  Business Response

  Date: 02/16/2026

  NASM reviewed the account and the communication between the customer's Mother and REMOVEDFor privacy and security reasons, NASM is only able to discuss account details or process requests when they come directly from the student or when verbal authorization is given allowing a third party to act on their behalf. At this time, no such authorization has been submitted.
  
  The original purchase was made in April 2025, and records show that the request to cancel was made several months later. As outlined in the Terms and Conditions agreed to at enrollment, programs are only eligible for cancellation within the 7-day return window, and installment plans remain active after that period. Because this request was outside the cancellation window, the order remains active and cannot be closed or refunded under policy.
  
  Regarding the concerns about payment: the card on file was removed after it was identified as belonging to someone other than the enrolled student. However, removing a payment method does not cancel the underlying order or financial obligation.

  Customer Answer

  Date: 02/16/2026

  Communication from the student WAS made several times by email and twice by phone (specifically 2/9/26).  He was put through with three different representatives with no clear direction.  When he asked to have a copy of the terms and conditions emailed to him, there was silence on the phone.  We have not received a copy.  Even a mailed copy to our home address would be good.  The credit card was mine because the student was a MINOR when he enrolled and does not own a credit card.  

  

  Business Response

  Date: 02/26/2026

  REMOVEDhas been in contact with the customer off and on since 01/05/2026, after the initial purchase date of 04/16/2025. Emails regarding the return policy as well as links to the Terms and Conditions were sent on 01/05, as well as the Retail Installment Contract on 01/08 which also goes over the Terms and Conditions, which can also be found on REMOVED. There is no card on file for the account, but REMOVEDwill review the case once more and connect with the customer via their information on file, as unauthorized third parties cannot be contacted. 

• Initial Complaint

  Date:02/03/2026

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The subscription cant be used anymore, tried canceling and they refused

  

  Business Response

  Date: 02/04/2026

  NASM has a seven day return policy, which referenced on the Terms and Conditions found on REMOVED, all sales are final after the seventh day has passed. The customer's order was made 07/18/2025, and the request to cancel came on 02/03/2026, outside of policy. At this time the order is finalized and is not eligible to return.

  Customer Answer

  Date: 02/04/2026

  I do not accept it, no solution at all. We need to come to a middle point 
  

  

  Business Response

  Date: 02/05/2026

  We understand the customer would like an alternative resolution; however, we have reviewed the account and confirmed that the purchase was made on 07/18/2025, and the first request to cancel was submitted on 02/03/2026, well outside of our 7-day cancellation window. As outlined in our Terms and Conditions, all sales are final after this period.

  
  At this time, we do not have documentation or information that would support an exception to policy, and no extenuating circumstances have been provided for review. As a result, we are unable to offer a cancellation or refund.