Complaints
This profile includes complaints for AFAA's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 9 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/10/2024
Type:Service or Repair IssuesStatus: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 failed the Group Fitness Instructor AFAA exam by just 2 points despite thorough preparation and high scores on practice exams. However, during the actual exam, I encountered numerous unfamiliar questions and content. Consequently, I'm hesitant to invest further time or money in AFAA certification. After reading similar complaints, I suspect there may be validity concerns with the **** program. I am requesting a refund. It seemed like a scam halfway through the test to get people to pay retest fees. Having enrolled in the AFAA online course for Group Fitness Instructor Certification for $300, I recently completed the exam. While the course materials, including an extensive online course, practice exams, quizzes, and a study guide, seemed comprehensive, they did not adequately prepare me for the unexpected content on the exam. As someone who is a nurse with experience in taking certification tests, this discrepancy is troubling. It feels unfair and unethical to include material not covered in the study materials, especially considering the significant investment of time and effort. Refund or exam score adjustment seems warranted given the circumstances.Business Response
Date: 05/15/2024
AFAA has been in business for over 30 years and prides itself on it's integrity and ability to present the best possible exam for trainers and instructors to be prepared in the field. Please note, the quizzes and online content is there to assist you in comprehending the exam, but the exam questions will not be the same as in the content to protect exam integrity.
Please be assured that our scoring process is designed to be both fair and accurate,adhering to strict standards to ensure consistency and objectivity. Each exam is thoroughly reviewed to confirm that all answers are evaluated according to the established marking scheme.
While we cannot alter scores based on re-evaluation requests without evidence of a scoring error, we are committed to providing transparency and ensuring that every exam is assessed correctly.Customer Answer
Date: 05/17/2024
I reject your reply. I encourage you to read entirely peoples concerns. Your response does nothing to address the concerns I raised. The longevity of your business is irrelevant to my issues. Your pass rates are unreasonably low at a 60%, your exam is misrepresented, and your materials are inadequate. Additionally, you are not affiliated which is misleading. I will be sharing my review on this experience on TikTok and in the reality show I am filming in July to warn people of this experience. Furthermore, it is concerning that you lack a customer service center, and your reliance on straight to voicemail, with no staff to handle calls directly, reflects poorly on your brand. Nobody should have to play phone tag with a business of over 30 years! It is also unprofessional not to consider time zones when making calls.Business Response
Date: 06/20/2024
A representative of ************************** team attempted to connect with the customer on 05/15/2024 and 05/17/2024 via phone and additionally sent follow up emails to schedule a call back to address their concerns. Once the customer is able to connect with ****** Services, all resolution options will be presented.Initial Complaint
Date:01/07/2024
Type:Service or Repair IssuesStatus: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 December 21st, 2023, I paid $584.34 to ******************** of Sports Medicine (NASM) for the AFAA GFI Inclusive Program in order to become a group fitness instructor. I took the course and received a group fitness certificate. I was then informed by my employer that AFAA is no longer an accredited institution and therefore will not be accepting this certification. I was NEVER informed before taking the exam and purchasing the course that AFAA is no longer accredited. I called AFAA to verify this information and was informed that since 2023 they have not been accredited. I requested a refund for my purchase since a non accredited certification is useless to me and would not have completed this course had I known that it would be a unaccredited certification and they declined. I feel that I have been scammed and received a certification that I cannot use to work at any reputable gym.Business Response
Date: 01/19/2024
The customer purchased entirely on her own through our AFAA website. Our NASM/AFAA websites do not indicate that the *** non proctored exam is accredited as this exam is not accredited. Additionally, per our terms and conditions section 5.3 If you have attempted the final test, exam or proctored exam associated with the product or service you purchased, you will not be *********** a refund. The customer successfully completed the exam with no technical issues on 12/22/23. Due to this we cannot provide a refund as the customer has attempted the exam.Initial Complaint
Date:09/12/2023
Type:Product IssuesStatus: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 became a certified group fitness instructor through AFAA in 2019. In 2021 I was sent information regarding recertification and I completed the required continuing education credits (proof sent to AFAA at the mailing address they listed) and paid $99 to recertify for the next two years. AFAA was happy to take my recertification money but are now saying they never received my continuing education paperwork and it was my responsibility to follow up with them to ensure receipt.Now I am back to ********** and will need to test from the beginning to become a group fitness instructor. AFAA needs to refund me the $99 paid the recertification that never took place.Business Response
Date: 10/04/2023
A member of our Management Team connected with the customer and we were able to come to a resolution that the customer accepted.Initial Complaint
Date:07/26/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I signed up for the AFAA online course for Group Fitness Instructor Certification. I purchased it for $300 back in January of 2023 (it is currently July, 2023). I finally took my exam this morning. You need a 70% to pass. I left with a 69% which means I failed by ONE question. The purchased online course and course materials included a very extensive online course with lots of information that I took lots of notes on. It also came with two 120-question practice exams and four practice quizzes that had a same and different questions each time a quiz was taken and retaken for more practice. Also there is a 33 page exam study guide. I studied and studied and studied! I learned A LOT and was very prepared for my exam this morning,. Sidenote, I am a licensed insurance agent and carry multiple licenses that I have had to take similar type tests for, so I know how to prepare. I passed my practice tests and exams WELL enough over the 70% required. When it came time to test, there were MULTIPLE questions on terms and things that were NOWHERE on ANY of the practice material or ANYWHERE in the course or the 33 page "study guide". I hate to use the word unfair, but that is exactly what AFFA is with this! What a scam! Imagine, if they didn't include these random questions, I PASS! Classic bait and hook. And for $300?!? No I will not retest and pay $150 for this BS. How is this even ethical? Why is the point to trick the test taker? Why even exist if AFFA cannot even be forthcoming with what they want you to study? I am beyond heated as I put TONS of time and effort and HOURS ON HOURS just to miss by ONE question. I have read other BBB reviews of this exam, and SHOCKER, I am not the only one who has been scammed by them! What a joke! They need to refund me my $300 or adjust the score and take out these BS questions that included terms and info that I have NEVER seen in my life! GET IT TOGETHER AFFA!!!!!!Business Response
Date: 08/01/2023
We regret to inform you that one of our management team members attempted to reach out to the customer regarding their recent experience with NASM/AFAA. Unfortunately, the communication was met with an inappropriate response from the customer we were hung up on.
In addressing the customers concerns about the AFAA Group Fitness Instructor exam, we would like to provide clarity on its structure and scoring. The exam employs a weighted system, where questions are assigned varying values, leading to a final grade out of 100 points. It is important to note that out of the 120 questions, 20 are research-based and do not impact the overall score. These research questions are a requisite for maintaining our accreditation agreements for future exam iterations.
The customer indicated that they got a score of 69%, this does not mean that they got 69 questions right but instead got 69% correct out of the 100 scored questions. We want to assure the customer that all exam questions are derived from the course content and resources provided. Our accredited exam is designed by psychometricians using the content they are furnished with; although it is normal for some questions to differ from the study guide or practice exams. Every aspect of the course content is eligible to be tested during the examination.
To assist **** in preparing for a retest, we urge them to thoroughly review the grade sheet provided, which highlights areas in the exam that require improvement. Our members' success is important to us, and we want to ensure that all are adequately equipped for testing.
As a gesture of goodwill, we would like to offer **** the opportunity to retake the exam at a reduced cost of $100, instead of the regular $149 fee. To avail this offer, please contact our ****** Services team at ****************.
We appreciate your feedback and hope to have the opportunity to address the concerns of the customer and provide an improved experience.Initial Complaint
Date:06/20/2023
Type:Service or Repair IssuesStatus: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 Group Fitness Instructor AFAA exam and I failed it by one point. I studied extensively and I did very well on the practice exams-95 to 100%. No problem with the flashcards and appendices review. Upon taking the exam, there were a lot of questions and information that I did not recognize. I will not be spending any more money or time on this certification from NASM. Very disappointed. After reading other reviews and complaints of other peoples similar experience to mine, I feel that NASM may be fraudulent. I would like a refund.Business Response
Date: 06/21/2023
While the content and study materials are created and developed by ****, to prevent exam bias the exam is developed by a third party.Memorization of content will not always lead to a passing score, as the exam is testing on concepts and as stated critical thinking. Per accreditation, the exam will also have up to 20 research based questions that do not affect the final score of the exam, as listed on ***********************************************************************************************************;
additionally per our terms and conditions, if you have attempted the final test, exam or proctored exam associated with the product or service you purchased, you will not be entitled to a refund. The details of this policy can be found online at ***************************************************
At this time, we will connect with the customer for a resolution regarding their retest options.Customer Answer
Date: 06/22/2023
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:03/13/2023
Type:Product IssuesStatus: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.
Paid for retest, tried to take online, PSI the third party testing ** hired by AFAA botched the test, insulted and degraded me during the process, then dis**nnected me. AFAA now charging for restarting, starting i was absent. Nothing but issues since they became NASM involved, PSI is the worst testing **mpliant with subpar product. Awful experience. AFFA is a money grabbing nonsensical organization.Business Response
Date: 05/31/2023
We would like to confirm that a member of our management team contacted **** to address their concerns and offer a resolution. We understand the importance of ensuring customer satisfaction and are committed to finding fair and reasonable solutions whenever possible. We are unable to locate a customer record based on the information provided to the BBB. At this time in order to proceed with a resolution we will need the information associated with the customers account. We would be happy to work with the customer to provide a reasonable solution should the customer wish to proceed.Initial Complaint
Date:10/18/2022
Type:Product IssuesStatus: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 bought the AED/CPR certification the same day I asked for a refund since my job doesn't allow CPR "online only". I called and they took it off the same day (10/12/2022). I still have not received my refund and it has almost been a week.Business Response
Date: 12/20/2022
Our refund process can take up to 15 business days, this customers refund was completed on 10/25/2022. We have contacted this customer by phone and confirmed that the refund was received.
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