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:04/03/2025

  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.

  Me:I was lied to about the business course and it doesnt cover material for a nutritionist only a trainer can someone please help me. I think this is grounds for a refund for that particular course. Their response: The NASM Business Blueprint course is a versatile tool that can serve as a template for any business, regardless of the product. It complements your Certified Nutrition Coach (CNC) certification by providing essential business skills like marketing, financial planning, and client engagement, tailored specifically for fitness professionals. The course is online, offering flexibility and networking opportunities, and can enhance your earning ************ response: Good morning. I appreciate that feedback but if a person goes to wingstop and orders a lemon pepper and pays its bad business and integrity to say no refunds i know we promised lemon pepper but we are out and in our opinion the garlic Parmesan is just as good take that. I had integrity when it came time to pay all I ask is for integrity when in am given a wrong information. Im not looking for versatility Im looking for exactly what I paid for and for this company to do the right thing. Im a Christian man am not trying to be deceitful in any type of way. Im just a guy asking for a return on product if its not exactly what I paid for ie good business done with integrity to the consumer . Hopefully you guys do right by me. I still paid for the other course because its the right thing to do. Be blessed. Them: I wanted to remind you that it is your responsibility as a consumer to thoroughly research and review any course before making a purchase. As mentioned previously, you currently do not have access to Student Success. To explore any available options, please contact *************** directly. Please be advised that this will be our final correspondence on this matter. If you wish to gain access to the *************************** it will be necessary to upgrade your account.

  

  Business Response

  Date: 04/04/2025

  NASM has been in contact with the customer via phone and email consistently via phone and email since 03/26/2025. When speaking to the *************************** the customer was advised that the Business Blueprint course can be applied to specializations, not just the Certified Personal Trainer program. Since 03/19/2025, the customer and ********************** have connected 14 different times, with five contacts in April. At this time, NASM will connect with the customer once more to assist in resolving this dispute. 

  Customer Answer

  Date: 04/04/2025

  
  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,
  
  ****** *****
  
   
  

• Initial Complaint

  Date:04/02/2025

  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.

  I took the NASM CPT Course and completed it. I took a month after studying and taking practice exams scoring on average in the higher 80%. I took the exam on the 0/31/2025 and the exam was nothing like I had studied remotely! I failed it with 67% and now I have to pay almost ******************************************************************************************** form. I worked hard and put in a lot of time studying and taking the practice exams that were provided. Just for it to be nothing like what I put so much time into and money. I feel as if I spend the money to take the test it will once again be like the same as before.

  

  Business Response

  Date: 04/03/2025

  The practice exam is designed to assess general knowledge of the certification curriculum, focusing on fundamental concepts and theories. Its primary purpose is to help candidates identify areas for further study.
  In contrast, the proctored final exam is more comprehensive. It evaluates not only theoretical knowledge but also practical understanding and the ability to apply learned concepts in real-world scenarios. This includes critical thinking, problem-solving, and designing exercise programs, which are crucial skills for a certified personal trainer.
  
  While the practice exam serves as a gauge for understanding, the final exam simulates real-life situations that personal trainers may encounter. Candidates who focus solely on memorizing practice questions may find the final exam more challenging. However, those who concentrate on understanding core concepts and principles typically experience a smoother transition and are better prepared for scenario-based questions.
  We are committed to supporting our candidates in their preparation and encourage them to reach out for further assistance if needed. We hope this explanation clarifies the structure and purpose of our examination process.
  
  When ready, the candidate can contact *************** and a notation has been added to their account to assist with an amicable resolution. 

  Customer Answer

  Date: 04/03/2025

  Then why not have it the same and how is someone suppose to know that? They wont find out till they take the final exam! It sets them up for failure and having to fork out an extra 200 dollars to retest! That is very misleading and wastes a lot of time studying expecting it to be one way but its nowhere near what you study. 

  

  Business Response

  Date: 04/04/2025

  Our records show the customer was able to connect with our ************************** on 04/03/2025 as well at 04/04/2025 regarding content support as well as additional study tips. This case is resolved.

  Customer Answer

  Date: 04/10/2025

  
  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,
  
  ***** ******
  
   
  

• Initial Complaint

  Date:03/31/2025

  Type:Sales and Advertising 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.

  Potential students beware. This company absolutely exercises their right to fine print. When I called to get signed up for *** they also offered other certs that would benefit me and my small business goals. I had nothing but good intentions and wanted to be able to reach a variety of clients. I wish NASM also had good intentions, but this company is a money pit. I paid over $2,000 for 5 different courses. No one ever said anything about these courses EXPIRING. I would have never signed up for that many courses if I had known I had one year to complete them. NASM is NOT learn at your pace. And to be honest, I was not impressed by their CPT course. I am running a small business and have never used anything I learned from NASM. I just needed a stupid piece of paper behind my name. And yes, when you log into your courses you will see an expiration date, but there are two different dates. For example, I kept seeing and expiration date of 2029 under my nutrition course, but when I went to take the test yesterday I learned the TEST has a one year expiration date. Awful business practices. VERY SNEAKY AND DECEPTIVE BE AWARE.

  

  Business Response

  Date: 04/01/2025

  All of NASM's enrollments will have expiration dates and they will vary from course to course and exam to exam. The reason for this is per accreditation guidelines as well as to keep exams current with up to date information. As stated, the expiration dates are listed in red on the corner of each enrollment and when beginning courses, customers are asked to agree to the attestations that go over all important information of our courses, from expiration dates, fees, requirements, etc. 
  
  In the event that exams expire, NASM offers multiple extension options and encourage customers to reach out to *************** for all options. This specific case has also been reviewed and *************** will connect with the customer regarding their dispute.

  Customer Answer

  Date: 04/01/2025

  This should be VERBALLY disclosed when clients are signing up. I would have paid for courses separately to make sure optimal time was available for completion- had I know BEFORE signing up for 5 courses. 
  Anytime a business hides important information in the fine print, its definitely a scam. The options they offer for an extension are simply for the customer to fork over more money. There was no grace ******* or even a one time courtesy extension. That would have been good business. You may be right legally, but your ethics and integrity are non existent. HORRIBLE business practices. 

  

  Business Response

  Date: 04/01/2025

  We apologize for any confusion regarding the expiration dates of our courses and exams. Our goal is always to provide clear and comprehensive information to our valued customers.
  
  We make every effort to ensure that important details, such as course and exam expiration dates, are communicated during the enrollment process. Our Program Advisors can cover these aspects, and we also provide this information in written form on the website and course itself to ensure clarity. However, we recognize that there can be instances where certain details might not be as prominently discussed as others. We value the feedback, and we will use it to further enhance our communication practices.

  Customer Answer

  Date: 04/02/2025

  
  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.
  Id also like to add that my husband had a critical diagnosis, making me a primary caregiver. NASM allowed me the opportunity to send an appeal and they offered me additional time to take me exams. 
  Regards,
  
  ******* ********
  
   
  

• Initial Complaint

  Date:03/30/2025

  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.

  The non-refundable application fee for the NASM Master Trainer program is $35.I paid $200 on 12/11/24 when I signed up, as ******** ***** asked if I wanted to put anything down to lower my payment. I was billed $129.11 in January, February and March for a total of $387.33.Adding in the $200, I have paid $587.33 for a program that I was only informed I was accepted to after requesting a refund and withdrawal from consideration. Subtracting the non-refundable $35, I should be receiving a refund of $552.33. NASM offered $334.93, citing an administrative fee of $252.40, but I was billed for a program that I was not accepted into for 108 days. A more detailed timeline has been submitted, and emails can be supplied if needed.NASM failed to inform me of my application status in the 3 weeks designated on the application process and did not respond to my emails in the advertised one business day. NASM did not honor the terms of the program outline, thus violating their contractual obligation.

  

  Business Response

  Date: 03/31/2025

  Per Section 5.3 of NASMs Terms and Conditions, A 10%administration fee is applied to all refunds and is based upon the Product Price, which is the total purchase price including applicable taxes minus all Standard Fees charged at the time of purchase., with the purchase total of the order on 12/11/2024 being $2,524.00, the admin fee would be $252.40, therefore the refund offered of $334.93 is correct.
  However, after researching the account and connecting with the *************************** the refund will be revisited and NASM will connect with the customer to confirm. 

  Customer Answer

  Date: 03/31/2025

  
  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,
  
  ******* ******
  
   
  

• 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.