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:09/27/2022

  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 program on 7/6/22 and requested a refund 8/7/22 (3 days outside of the return period). I was never advised by the sales rep *************************** of the 28 day return period in email. She also completed the sale via text. No phone calls. I emailed ****************************************************** and ***************************************** on 8/7/22 with no response. I called on 8/31/22 and was told that due to extenuating circumstance (my father dying) that I would receive a refund by appealing. I am on short term disability. My dad died on 5/5 and I bought this course to try to keep my mind off his death. I can hardly get out of bed and have been diagnosed with complicated grief, depression, generalized anxiety disorder, ADHD, OCD, and PTSD. I am assuming the individual who denied my appeal on 9/20/22 has not lost a parent at the age of 27 nor gone through the grieving process. It is not a linear process. It comes and goes in waves. I never logged into the program online. I also am undergoing TMS treatment daily and provided another doctors note with no response. I have been on Short Term Disability for 21 weeks and provided adequate documentation to NASM to be refunded. I paid $998.18 in full and would like to be refunded this amount in its entirety.

  

  Business Response

  Date: 10/04/2022

  A member from our Management team has been in contact with the customer and has advised that we will be offering a full refund per the situation as discussed between our management team and the customer. That refund will need to be in the form of a check and could take up to 45 business days. The customer will need to get in contact with our ****** Services team in order to verify their address for the refund.

   

• Initial Complaint

  Date:09/20/2022

  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.

  When I purchased the nutritional coaching certification course from NASM, we resided in **********. Business was originally conducted via internet and online services for the class portal was paid in full. Unbeknownst at that time, the one year completion for certification started the day the courses were purchased(10/2021), rather than the day of initial login and actually use of study guide/online course.In February of 2022, personal reasons relocated me to HawaiiUSA. Around or about that time, I made phone contact with NASM customer service to cancel my subscription due to life changing events. Per customer service, I would need to petition this life changing event BUT at that time, ******************* offered a one time, one year extension to my online N.C certification to complete the courses. I was in the middle of a move and decided to continue with my written complaint for a full refund ($695). Two weeks later, my request was denied by upper management and a generic vm was left with these findings.I officially moved into my new residence in ****** by summer so I decided to contact customer service to ask for their original grace ****** of a one-time, full year extension to complete my courses. I spoke to **************** yesterday who advised that I would now, only be granted a free 30-day extension to my online course completion certification. However, for an additional $200, NASM would extend my subscription for another year. I sat on the phone for over an hour trying to utilize my original offer without penalty or additional charges to no avail. ******* was unable to transfer, provide a phone number or an email address to her lead associate ***** P or his manager ****************** Due to my time change I requested to schedule an actual phone conversation rather than have them call me back at their earliest convenience within the next 1 to 2 business days. I am very upset with their lack of empathy, any attempt to work with me and customer assistance with this matter.

  

  Business Response

  Date: 09/22/2022

  After speaking to the customer, we have come to a resolution. After investigating the account, we have offered the costumer an extension of their program. All parties involved were satisfied with this response.

  Customer Answer

  Date: 09/22/2022

  
  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:09/20/2022

  Type:Order 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 5/21/21 I purchased the NASM Certified Personal Trainer - Self-Study Program after speaking to one of their customer service reps. ** plan was to work towards the certification during my contract working on a cruise ship. I have been wanting to get certified for a while and I was able to work it into my budget by doing the monthly payment plan. The representative at NASM helped me with all my questions regarding the product including telling me that I would be able to print out the course material from a PDF file. This was the main reason I decided to purchase the course because while working on the ship I do not have any internet or cell phone service. When I got around to starting the course I could not figure out how to print it out. I reached out to NASM to inquire how to do it and I was told that the version of the course I have does not have a PDF. I tried to work with NASM to figure out how I would be able to complete the course (a goal i have had for a long time) but the solution they offered was a discount to purchase the textbook at a discounted price. I was not able to spend any more money on the course than I already did. Eventually I realized I would not be able to do the course under the circumstances but at that point I was outside of the NASM return window. I have not accessed the course beyond the first few slides and I have been trying to work with NASM for over a year the get a refund. I have spoken to multiple people and submitted all the forms, appeals and supporting documents they requested and I still have not been able to get a refund. The last communication made was an email that I sent on 5/14/22 and I have not received any response. I purchase a product that does not include a feature that it was marketed to have. I was not able to use the product because of this. It seems to be a very straightforward situation but I am having a difficult time with the refund from NASM.

  

  Business Response

  Date: 09/25/2022

  NASMs Return Policy states, All sales are final twenty-eight (28) days after the date of purchase (the Return Period). In other words, as of the 29th day following the date of purchase, the Company will not provide refunds or accept returns..
  
  If for any reason a customer has an extenuating circumstance, the customer can submit for an Out-of-Policy Appeal that ****** Services will review to determine if an exception to the Return Policy will be granted.
  
  The customer originally purchased 05/2021 and had an appeal return against their favor on 05/2022. At this time, a representative of the ****** Services Leadership team will connect with the customer to achieve a possible resolution.

• Initial Complaint

  Date:09/17/2022

  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 purchased the self study CPT course from nasm.org on my mobile device. The course includes one exam attempt. I attempted to schedule the exam online, but it had expired. I called nasm.org and spoke with member services, who informed me that the exam must be scheduled 180 days from the purchase date and that an extension was $199. I tried to corroborate this but could not. I have no record of any expiration date. When purchasing the course online on my mobile device, there is nothing document that the course even expires at all. They could simply put the expiration date in the email confirmation when you purchase the course, but it is not stated anywhere.

  

  Business Response

  Date: 09/22/2022

  Customer opened two complaints for the same issue, we are responding in complaint #********

• Initial Complaint

  Date:09/16/2022

  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 purchased the self study CPT course from nasm.org on my mobile device. The course includes one exam attempt. I attempted to schedule the exam online, but it had expired. I called nasm.org and spoke with member services, who informed me that the exam must be scheduled 180 days from the purchase date and that an extension was $199. I tried to corroborate this but could not. I have no record of any expiration date. When purchasing the course online on my mobile device, there is nothing document that the course even expires at all. They could simply put the expiration date in the email confirmation when you purchase the course, but it is not stated anywhere.

  

  Business Response

  Date: 09/22/2022

  A member of management called the member on 9/19/2022 in which a 7 day curtesy extension was given to the member to test. Member was reminded of our extension options for the future should he need more time to test and member was okay with the resolution.

• Initial Complaint

  Date:09/13/2022

  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.

  We purchase NASM at the beginning of this year to fulfill spouses Lifestyle Change career to help others change. Most recently we have been having troubles with NASMs billing department in them withdrawing our account and then refunding the full amount back in days later without giving us notice other than the harassing phone calls to tell us that our account was in default. Earlier this year our family got really sick with COVID to put us behind in payments and although we made our monthly installments days later, we still found it hard to keep track of when NASM would withdrawal the account and then refund the money back making it very difficult. Adding to this our account debit cards/credit cards were compromised by unauthorized purchases and NASM would not accept direct account/routing payment which makes it even harder for us since we no longer choose to carry debit cards on our person and have everything automatically with-drawl from our account and NASM is the ONLY business that we have had this issue with. Amongst this all we have requested multiple times for our agreement which have failed to do on their behalf and only receive automated emails with no response, no compassion. We choose not to further continuing the career path that we had hoped for as NASM has made it unbearable to deal with on a month to month basis not able to log in due to the fact their billing has major issues and how their program is setup which is by far really not user friendly and complicate things by not notifying you that they decided to refund your money or at best step into the twenty first century where monthly account withdrawals are a thing and communication is key rather than harassing phone calls are made about account not in good standing. We dont want a refund we would just like to be left be, cancel this agreement and hopefully NASM changes the way they run their business.

  

  Business Response

  Date: 09/19/2022

  A member of management attempted to reach the customer on 9/15/2022 and again on 9/19/2022 via phone and email. However, we have not been able to get ahold of the member. An email was sent on 9/16/22 and on 9/19/22 with a direct phone number and email for the member to call us back for further assistance.

  Customer Answer

  Date: 09/19/2022

  
  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.
  
  the customer also has not reached out to me and have made multiple attempts in changing my phone number to the correct one. I do not have any voicemails regarding this. 

   

  Regards,
  
  *****************************
  
   

  
  

• Initial Complaint

  Date:08/30/2022

  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 enrolled in a class last July 2021. I then changed my mind and called to cancel. I was within the company's 28 day cancelation window. I was told no problem. Never heard another word from them until three days ago when I found an email from a COLLECTION AGENCY in my spam folder regarding a past balance due from them. I immediately contacted the collection agency and NASM but have not heard back. In 11 months this is the only communication I've received. I want NASM to immediately stop billing and confirm in writing that I will receive no further communication from them or their agency. Thank you.

  

  Business Response

  Date: 09/05/2022

  A member of our customer service management team connected with the customer on 9/5/2022. The customer indicated that they had cancelled prior to their 28 day time frame and never received further communications, however, this is not accurate. Our in house collections contact the customer multiple times from September to November. However, after further review of the payment plan in question, it was determined that an error took place when submitting the order that meant that the customer was never charged. As a result of this error we have submitted a cancellation for the loan in question. As no monies were ever paid by the customer no refund will be given. Another customer service team member left a voicemail with the customer indicating that the loan will be forgiven and the customers account will be closed.

• Initial Complaint

  Date:08/19/2022

  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.

  Date of transaction: 5/13/2022. Amount paid: $484.36 and I’m supposed to pay $1937.48. The business committed to provide, teach me on how to become a personal trainer. And my first month is going to be a demo free for a month. But I never got that free demo service and I was charged $484.36 instantly from my back. After then I wasn’t able to continue with the service and need to cancel the program.. but I was told I can’t cancel the program.. and I’ve been trying to tell them I won’t be able to pay even if I’m keep getting charged but there said there can’t do nothing.. but I was promise first month free service and never got it instead I was charged… that why I need a total dispute to this debt.. Order id #: *****************

  

  Business Response

  Date: 08/24/2022

  A Representative of the member services leadership team attempted to contact the customer via phone on 8/23/2022 and 8/24/2022. The customer was also contacted via email on 8/23/2022 and 8/24/2022 however we were unsuccessful in connecting with the customer. After reviewing the complaint, We can confirm there was no 30 day free trial for the order referenced. Per the installment agreement the customer agreed to a down payment at the time of purchase on 5/13/2022, and monthly installments until the maturity date of: 8/12/2022. At this time we have provided member services contact information for the costumer to follow up with any resolutions we may be able to provide.

  Customer Answer

  Date: 08/30/2022

   Complainant ID :  ********

   Please I would like my claim to be reopen. I want to close my membership with (NASM)

  Before registering with them I was told I get a one month free demo before I get billed and it’s also on the website.. but I still got billed Immediately after registration and there wasn’t a free demo.

  
  

• Initial Complaint

  Date:08/14/2022

  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 elite-personal-trainer-program from nasm back in 2021.I was hesitant to do so because the monthly payments would put me in a difficult financial position but, they had their "sale" going with a timer that said the sale would end at midnight.I asked the representative if the sale will ever happen again, they informed me it ends at midnight and it would be best to jump on board because normally it is $12,000.00 I decided I had to take this "once in a lifetime" opportunity for $3,000.00 because I could never afford 12. It turns out the sale never ends. It is still going today. 8/13/2022 This is deceptive and I feel taken advantage of. I reached out multiple times and was denied a resolution, now they want me to pay hundreds more because my cpt exam expired even though they advertised it as not expiring and being able to take as long as I needed. I am fully disgusted and would like my money returned now. I will inform anyone I can of the truth that way they don't fall for this trick.

  

  Business Response

  Date: 08/16/2022

  A member of our management contacted the customer regarding his concerns. Once we reviewed his purchase it was determined that a cheaper price for the program was available during his return period. As we honor better promotions during the return period this customer was offered a lower price of $2499 compared to his original price of $2999. The customers request for a return/refund cannot be honored at this time as the customer is outside of the return period which ended 28 days after purchase (October 4th, 2021). The customer accepted this outcome and we have approved him for a full restart if requested prior to 1/1/2023.

• Initial Complaint

  Date:07/21/2022

  Type:Order 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 payment plan for a personal trainer exam via NASM on June 8th. The agreement was for $99 down (which I paid) and $27.74 per month for 18 months. However, after a dissatisfying proctor experience on my exam date (June 30th) I asked for a refund. The payments were suspended, but I never got my $99 down back. I called their customer service on July 21st, and was told that due to fees, I would only be eligible for $39.10 back, and that the agreement I signed was a loan. At no point was this communicated to me that this agreement was a loan. I was under the impression that this was a legitimate payment plan and not a criminally shady, predatory "loan" (which still doesn't make sense to me as I never agreed to a loan, just an ordinary PAYMENT PLAN). I still have yet to receive a dime back from this company, and I want MY $99 back IN FULL, or legal action will be taken.

  

  Business Response

  Date: 07/22/2022

  The customer originally purchased on 06/08/2022 with a Program Advisor for an installment plan. The terms 'loan', 'installment', or 'payment plan' are used interchangeably but ultimately the order the customer made is a monthly payment plan. NASM does not ask for a credit check and the installment plans are with no interest or additional fees. When purchasing a program through NASM, one of the requirements for our customers are to read and reference the Terms and Conditions before proceeding with the actual course and with purchases made with a Program Advisor, customers are required to read and sign an electric docu-sign before proceeding.
  
  In the Terms and Conditions, it is stated that returns and refunds are available within the initial 28 days of purchase provided that the final exam was not attempted. This situation applies to that and the customer is eligible for a refund which a case was created on their request on 06/30/2022 and finalized on 07/21/2022. Per the 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".

  Customer Answer

  Date: 07/22/2022

  The agreement that I believed I was making was for a PAYMENT PLAN, not a "loan." I was wrongfully deceived into thinking I was agreeing to a payment plan, not knowing the insidious nature of the "retail installment contract." I have never, nor will ever used any products from this company, and they still have MY $99. I want it back. In full.

  

  Business Response

  Date: 07/22/2022

  The agreement that this customer entered into is called a payment installment plan as it is an agreed upon monthly charge for a set amount. The term payment plan is typically used for repayment plans that involve no interest. As our payment plans involve no interest we refer to it as such.

  In order to avoid any and all confusion regarding the payment plan a Retail Installment Contract is sent to the customer. Prior to the installment plan starting, agreement from the customer, in the form of a DocuSign, is required. We received agreement and consent from the Customer, ******* ******* ***** on 6/8/2022 at 2:34 PM. We have attached the DocuSign to this complaint for reference.

  At several points in this contract verbiage indicating the terms of the contract are use. These words include contract, financed, and installment. Although the word Loan is contained in the contract itself it is not used frequently as a loan can be associated with an installment contract with interest. We would encourage the customer to review the contract to understand the agreement.

  The contract goes on to state "Cancellation of this Agreement or a request for a refund, minus fees, is only available if requested within twentyeight (28) days of purchase." The fees indicated are the admin fees' that are further described in the 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..."

  At this point the customer is scheduled to receive a refund minus the admin fee. The customers entire order total was $599.00 which meant that the admin fee was $59.90. The customer initially paid a down payment of $99 which means that they will be receiving a refund of $39.10. This refund will be returned to the customers method of purchase within 15 business days. The remaining financed amount will be cancelled so that no further payment is necessary.