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:12/18/2022

  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 was sold a new CPT7 less than 30 days after my Army Full Colonel ******* death July 12, 2021, Interned at ****************** October 20, 2021. Have a full obituary with aforementioned details for NASM I called 8/8/21 because I was never going to finish my CPT6 as my exam **** was 22 days from the day I called due to grief, funeral arrangements, and medication for grief. I was sold re enrollment under the pretense all would be lost no offering a **** to grieve or an ethical grace **** to consider whether it was wise to sign that day, due to grief and subsequent repercussions of a family death. I was told by ***** I had to pay $299.00 on that day with deposit and installment payments, or lose all. I was immediately sent to *********************************** ( Program Advisor/Sales) for the sale. I was not of sound mind consumed with grief, medicated, under a physicians care, who will validate I was incapable of making a financial decision. *********************************** gave me no **** to read the document, I was told to sign right there and then on 8/8/21. I was told it was discounted, just for that day by ***********************************. Subsequently, I am sole caretaker of my surviving mother, have such family physician documentation for NASM No conciliatory option offered but to purchase CPT7. I am requesting out of policy $299.00 refund of 8/8/21 sale, for predatory consumer lending practices to a disadvantaged person, and subsequent $99.00 for-ongoing grief and care of elderly surviving mother. I prefer email communication, phone as secondary.

  

  Business Response

  Date: 12/20/2022

  We reject the customers claims of predatory consumer lending practices. All NASM customers are under no obligation to purchase any of our programs and is solely at the costumers discretion. We are however, obligated to provide our members all options available to them, such as re-enrollment/upgrade or the options for extension. Additionally, our members are encouraged to only sign the contract once they have fully read and understand all terms within, the only confirmation we have that this has been understood is when the DocuSign is signed and completed by the costumer. All extension or retest fees are considered standard fees and are non-refundable per our terms and conditions.If the customer would like to appeal for an out of policy cancellation on their current loan, they will need to follow the email instructions that they have been sent several times. This is an internal process and we do require documentation of extenuating circumstances that happened within the enrollment period in question. We would be happy to review the customer's appeal once we have received this.

  Customer Answer

  Date: 01/06/2023

  This business defends its practices, making all consumers appear to have been treated fairly, when they have not. Absolutely NO statement is made to read before signing nor on 8/8/2021. NASM, the consumer calls are recorded, yet recordings are unavailable after 28 days. Making proof recourse impossible. Received 1 email, with a form, no salutation,this is not an action a reputable company would take 1 form from the Appeals team. Given a consumer presents here, conditions seen by nasmcares[.] org, there would be adequate instruction or guidelines or proper contact in NASM email for query by the consumer. Increasingly predatory is the lack of recorded call accessibility, to verify if consumer was indeed notified to read first given a time to do do so, but this would be consistent, with predatory practices. To record yet then make their own calls not accessible, is self serving for NASM to present that each consumer is given they opportunity to read. Time stamps on all correspondence would be the consumers way of the flow of events. More productive of a supposed nasmcares[.]org would be less aggression here on this platform, and more consumer assistance to proceed. I will file the appeal, and wait to see what happens before proceeding beyond this platform of the BBB Complaints, for questionable practices, and their high BBB rating in light of same similar numerous complaints of such practices, regarding same practice across the web. NASM also engages across the web, in responding with no way to contact the consumer, further stalling resolution. All accounts at NASM require a valid phone number, email, and address for account verification. Apparently this fails consistently with NASM, when resolution by the consumer is attempted. I did see just an email slung out with ( as noted above) no reason as to why, except here, yet I am the consumer needing the instruction above NASM provided.

  

  Business Response

  Date: 01/17/2023

  A member of our management team has been in direct contact with the customer to enter into the appeal process. The customer has acknowledged that they will go through this process. To address some of the other complaints of the members all of the communications between us and this customer have been documented. This includes both emails and phone calls. These and recorded calls are for internal use only and cannot be provided to the customer. We will continue to have the member of our management team work directly with the customer.

• Initial Complaint

  Date:12/07/2022

  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 spoke with ***************************** for approximately 1 hour when I purchased the program. I asked him about the cancellation policy. I was looking for it on the website. He told me it was in the agreement, pointed me to the page and told me all I had to do was cancel within 28 days. I then called to cancel and was told I'd have to pay a 10% fee and they told me that it's on the website where I was originally trying to find it. My resolution is to not be charged the 10% fee when I specifically asked them if there were any fees and what the guidelines were and they told me that based on the contract all I had to do was cancel within 28 days.

  

  Business Response

  Date: 12/12/2022

  The customer originally purchased on 11/29/2022 and while the 10% admin fee applies as soon as the purchase is completed. However, because the request was submitted relatively quickly after the purchase, the 10% admin fee has been waived and the customer's case has been updated and will resolve in 15 business days. This case is now closed.

• Initial Complaint

  Date:11/15/2022

  Type:Customer Service 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 trying to pay but not getting a answer on phone since the first of this month

  

  Business Response

  Date: 11/22/2022

  We have attempted to contact ************************************* on multiple occasions but have been unsuccessful in doing so. As the customer did pay off his past due balance a restart has been applied to his courses. Per the email that was sent earlier today, *************************** have additional time to complete his CPT, CNC, and VCS courses. We would recommend that *********** review the email for exact deadlines. This resolves the complaint as a restart has been granted and payment has been made.

• Initial Complaint

  Date:11/15/2022

  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 signed up for a certification course in 2021. I was set up on autodraft payments. The company stopped taking and attempting to take payments in July 2022. I have received no correspondence regarding my account since Dec 2021. I have been since sent to collections by NASM for debts owed. When I called to ask why they stopped charging me and why I was not notified of residual payments, I was told it was because I had asked them to stop calling me in December 2021. My account was suspended with them in Nov 2021 and I never regained access, even though I was making payments, on autodraft. Without access, I could not update bank cards or see my payment history or what was owed. I assumed after they stopped charging me that the account was paid off since I received no correspondence to prove otherwise. They could/would not explain why they stopped autodrafting my account and would not remove my charges from the collection agency. As I told the *** I spoke with, I have no problem paying debts I owe. What I have a problem with is not being told I owe debts that should've been solved with autodraft payments in the first place. I never authorized to remove my card from the payment account and they never attempted to bill me after July to my knowledge. I want to warn other consumers to not trust this company to do the right thing. They will, instead, blame you for their failures.

  

  Business Response

  Date: 11/22/2022

  We attempted to contact ************************* by phone on 11/22/2022. Contact information was left with **** so that we can continue to assist internally. In regards to the customers complaint, the claim that inconsistencies occurred during the customers payment plan are incorrect. According to the DocuSign that was sent to the customer, (also attached by the customer) she was signed up for a 11 month payment plan beginning on 8/26/2021 with a $1.00 down payment. That down payment would be followed by 10 payments of $48.95 starting on 9/26/2021 and a last payment of $48.90 on 7/26/2022. A credit card ending in **** was added for the scheduled autopayments. What followed was the customers monthly auto payments not occurring. This could be for many reasons but typically has to do with insufficient funding. The customer's payment on 9/26/2021 did not go through and was paid on 10/20/2021 when the customer called in. The customer's payment on 10/26/2021 did not go through and the customer called in on 11/1/2021 for the payment. As of 11/1/2021 the customers account was considered up to date. The card ending in **** continued to be attempted to be charged on the monthly payment date of 11/26/2021, 12/26/2021, and 1/26/2022. The customer did not make any payments to bring the account current. We did attempt to contact the customer regarding the missed payments, however, she stated that she would contact us to make payments later on. According to our records the customer requested billing calls and emails cease on 12/17/2021. An autopayment was drafted on 2/26/2021, but missed on 3/26/2021. All other payments in April, May, June, and July were collected on the autopayment date. As the card remained on file for the entirety of the payment plan the missed payments were due to an issue on the card side. As **** missed four payments, she will need to pay collections to regain access to her courses. Once **** is paid in full we will offer a courtesy full restart.

• Initial Complaint

  Date:11/15/2022

  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.

  I enrolled in NASMs group fitness instruction course (***) on 10/7/22.The workplace I was hired at notified me that I wouldnt need that certification. I contacted the refund department provided by NASM on 10/24/22 at 11:37am to proceed with a refund for the course.The customer service rep assisted me with the process since it fell within NASMs 28-day return policy guidelines.The representative did an upselling technique and persuaded me to enroll in another course to go towards my CEUs.I complied and was then assisted in enrolling in their Corrective Exercise Course (***).This was with the condition that the original course was cancelled and refunded. I was told that the *** course was cancelled.When I logged into my student account the following day, I saw that I was still enrolled in the *** COURSE.I contacted the rep who assisted me with enrolling in the *** Course and he ensured, via email, that the *** COURSE was cancelled. A few weeks later, I got an excess amount if calls and emails from NASM representatives telling me my student account was suspended because I failed to make a payment. I no longer had access to my course. I told them that my payment plan werent set to begin until January 2023 for my new *** Class.The billing department/customer service representative, particularly ***********************, wouldnt give me any information via email in regard to why my account was suspended, why he needed my credit card information, and for what class I defaulted on.I explained that I would like all documentation through email so I have paper trail in case they were scamming me.He just kept bombarding me with messages to call a phone number and give my credit card information with no explanation of what I was paying for and why.The conduct was extremely unprofessional. Even after explaining that I had cancelled the course with the 28 day return policy,he still continues to email me with messages telling me my account is suspended and to give my credit card info.

  

  Business Response

  Date: 11/16/2022

  The customer was able to connect with ****** Services on 11/15/2022 and was able to get the original order refund request completed. The customer has received an email confirmation and the refund case will finishing processing in 15 business days or less. This is now resolved. 

  Customer Answer

  Date: 11/16/2022

  
  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 as long as NASM upholds their end of the agreement- upholds to their 28 refund policy, fully cancels the *** course and refunds the entire payment and cost of the course. In addition, waives any late penalties associated to the *** course, and negates the original payment policy contract associated with the *** course, as well as keeps my student account Unsuspended in compliance with the original agreement that I canceled the *** class within the 28 day return policy; and I am not responsible for any fess, fine or penalties related to this class.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************************
  
   
  

• Initial Complaint

  Date:11/14/2022

  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 program on December 2021 and due to medical conditions I was not able to finish the program nor will be able to continue the program . I am currently treating with my medical evaluator and has provided me a letter in support to my request.

  

  Business Response

  Date: 11/16/2022

  NASM has a purchase policy that is final (or non-refundable) after the initial 28 days. NASM does understand that extenuating circumstances can occur and provide customers with an Out-of-Policy appeal process which goes over specific requirements that NASM can then review to assess if a late cancellation or loan forgiveness can proceed. Occasionally, but not often a full refund is possible as well, but the extenuating circumstances must occur within the enrollment period of the purchase, and the circumstance is commonly something that will affect a customer from ever being a personal trainer, or a significant loss of income that confirms a customer can no longer continue paying.

  The customer submitted an out-of-policy appeal in June of 2022 and was notified July 2022 that their appeal was not approved due to the extenuating circumstance happened prior to purchase and was offered a courtesy restart. If the customer has new additional documentation they are welcome to appeal. The documentation included currently would not be considered for a refund as the original order date was December 2021, and the dates stated on the submission are from September 2022 through November 2022, after the exam eligibility expired in June 2022.  

  Customer Answer

  Date: 11/16/2022

  I have provided the documents from my Medical evaluator and contact number is there if needed to contact to explain on my behalf why not able to proceed with the course. 

  

  Business Response

  Date: 11/22/2022

  The customer has been provided with instructions on the appeal process with ****** Services, and at this time the customer will need to appeal by following the correct channels with NASM directly. We are unable to proceed until the internal process is completed and regarding refunds NASM will look for an extenuating circumstance that occurred within the enrollment period of December 2021 through June 2022.  

• Initial Complaint

  Date:11/09/2022

  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 a 1-year subscription to NASM for their CERTIFIED PERSONAL TRAINER course and exam for $629.30 on November 2, 2021. Order# ***-1117704-C2P7V When I logged on to access my CPT 7 exam before the years end, it says my ***** to test is expired. I emailed NASM a couple times before I got a response.I received a reply stating "members are provided 180 days from the date of purchase to study their materials and take the exam.*** one time was I ever told 180 days. NOT ONCE! *** in the several conversations I had with sales reps. *** in the several emails leading up to purchase and after. *** on my receipt. *** anywhere online when viewing my account & subscription info. It was always 1 year from the date of purchase. I even marked my calendar the day I purchased the service to remind myself to take the exam before it expires a year from then.Then NASM tells me there is "a $199 extension fee" if I still want to take the test. After *** already spent $629.30 on information I could have learned on ******* for free. But I wanted to use a respectable organization. I should have googled the words NASM and Scam before purchasing this subscription. Im very disappointed in what seems a calculated, deceptive withholding of information by NASM in order to get people to pay an extra $199 for their service. Why would you need a subscription for 12 months when you only have 6 months to take the test. Makes no sense. And if you only have six months to take the test, state that. But they train their sales employees to never mention it. To constantly tell you that you have a year from the date of purchase. Its very fraudulent. I am requesting a refund.

  

  Business Response

  Date: 11/16/2022

  Per the accreditation of the exam, it is only available for 180 days from date of purchase. On the website, under the FAQs it states in detail about the expiration date of the *** exam as well as within the online content and candidate handbook. At this time a member of the ****** Services Leadership team will connect with the customer for a positive resolution. 

• Initial Complaint

  Date:10/18/2022

  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.

  Paid $99 for a recertification that I was never contacted about receiving the payment o allow for continuation of my fitness certification. After several weeks, I reached to them and they advised me I did not provide them with enough documentation as needed. Not only was I unaware of any additional documentation, but when I clicked on the link on their website to RECRTIFY, it popped up in my "shopping cart", allowing an immediate checkout, with NOTHING EXTRA SHOWN TO BE NEEDED. I emailed them two more times after that, once on August 29 and again on Sept 11. Neither email was replied to. Since I cannot get a hold of anyone competent, I want my $99 refunded to me, and recertify my membership for TWO years as was advertised.Their deceitful tactic of not showing what is needed for recertification along with allowing the membership to be purchased WITHOUT showing additional documentation needed is clearly a scam, purposely intended to cause a fraudulent purchase.They need to fix their website organization ASAP as it allows someone to make their purchase without knowing of anything additional. Their customer service is subpar at best.Screenshots of the transaction and false advertising are included.

  

  Business Response

  Date: 10/21/2022

  The customer was able to process the recertification fee as it is a manual review process that requires other steps. This process has not changed since the initial time that the customer completed the recertification requirements and paid his recertification fee. Although a customer can purchase the recertification fee without completing the other steps for renewal, it is highly unlikely as the only way to add that product to your cart is by going through an entire page of recertification instructions and requirements. Again, the customer has already completed/paid for the exact process that he is describing. As this customer is outside of his renewal period we have approved a refund of the $99 recertification fee that was paid. A member of our management team has attempted to contact the customer by phone today and has emailed as well. We will continue to attempt to contact him.

  We would also encourage the customer to make sure his account information is up to date. The email that he contacted us on is not associated with his account and did not show up for assistance. We will ensure to update the customers email.

• Initial Complaint

  Date:10/08/2022

  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.

  On 11/16/2021 I was a pedestrian crossing the street legally in a crosswalk on my way to work (I am Certified Nursing Assistant - CNA at a hospital).I was run over by a car & received a tibial plateau fracture, moderate traumatic brain injury, my nose was knocked out of alignment, my upper jaw bone was fractured, 4 teeth were knocked out, etc. To date I have had 4 ************* have at least 2 more surgeries. When I was released from the hospital I had no idea exactly how my brain injury was going to affect me. In 4/2022 I wanted to sign up for NASMs nutrition program. I was told I could not take the nutrition program without taking the *** which I later found out from one of the customer service representatives was a LIE. When I signed up the customer service rep was aware I had a brain injury. By July, 2022 it was obvious I was not going to be able to finish the courses because I would try to read & was not able to remember what I read & I would get stuck on a sentence & could not read past it. NASM charged me $2,999.00. At the present time I owe $2,094.45. I am requesting a refund due to my Traumatic Brain Injury & not being able to retain information.My 1st appeal was sent 8/3 - it included all documentation from 2 week hospital stay for proof of Traumatic Brain Injury. NASM sent reply & denied my appeal. 8/29.My 2nd appeal 8/29(I was told by customer services to send again). Again sent documentation from 2 week hospital stay. NASM sent reply & denied my appeal 9/1.My 3rd appeal was sent 9/15 after doctor *********** on 9/15 with letter from doctor. Explained situation to doctor. Doctor wrote very general letter regarding my condition. Doctor feels NASM should not be asking for medical history due to HIPPA. 9/19 called customer services & requested that a manager call me.

  

  Business Response

  Date: 10/11/2022

  The members appeal that was received in September has been reviewed and resolved with a cancellation of the remaining amount. An email was sent to the member on 10/10/2022.

  Customer Answer

  Date: 10/11/2022

  
  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:10/06/2022

  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.

  Date of transaction - 10/1/22 Amount of transaction - $199 Purchase - Downpayment and installment plan for Elite course program Commitment by company - 28 day cancellation/refund period Nature of dispute - Upon cancellation (10/6/22 - well within the 28 day period) I was told by the representative that a 10% cancellation fee applies. I was fine with this, thinking it was 10% of the $199. However, I was told this fee was 10% of the entire program, and that my "$199 would cover it". I asked if there was a way to dispute or waive this, and was told no. This is an unscrupulous business practice. I paid $199 for 5 days of no product/no service, as I did not use the program and was well within the refund/cancellation period. Desired resolution - Refund of $199.Be VARY wary of entering into an installment plan with this company. I believed the 28 day refund/cancellation period was a true refund/cancellation period. It is not.

  

  Business Response

  Date: 10/07/2022

  Per NASM's Terms and Conditions, "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." and within the Return Policy, it also states, "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." When the customer connected with ****** Services on 10/06/2022, they were notified correctly about the policy. 
  
  At this time, a representative of the ****** Services leadership team will connect via phone and/or email with the customer towards a possible resolution to this dispute.