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:04/05/2024

  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.

  The issue came up on April 3rd 2023 but it dates back to the original transaction of 11/03/2021. On 11/03/2021, a sales rep sold me a 6 year package. I worked with ******************* and *********************** at NASM. They pitched me this deal where you purchase everything up front and you are set up for the next 6 years. I spent hours on the phone with them trying to determine what would be the best courses to pick to set up my career for the next 6 years. We finally settled on the courses and I agreed to the package on 11/03/2021. I was charged $1613.00 for the package and agreed to pay in installments at no additional charge. Since you only need to recertify every 2 years I went into my portal a few days ago to start one of the courses I purchased. The courses were all missing. I sent an email to customer care and also called into their customer care line. I spoke with a very nice woman on the phone who said she had never heard of a 6 year package and to her knowledge that did not exist. She explained that my courses were all gone because they expired. I said that makes no sense, why would I purchase several courses at the same time when I only need 1 to recertiy. I recommended they listen to my calls since they supposedly record every call. She said they would and she would get back to me the following day. It has now been 2 days and I have not heard back from anyone at NASM and they never reply to the cusomer email care line anyway so I am not hopeful. After reading all the reviews on your website, this is what they do. They make you invest and then have some reason of why you now need to pay more. That is a scam. I would like the company to refund me for this package or extend the expiration on all of the courses they sold me. Is it even illegal to take away access to something someone paid for? Based on these other reviews and other websites, how is there not a class action lawsuit by now.

  

  Business Response

  Date: 04/12/2024

  The customer was able to connect with ****** Services via phone on 04/11/2024 and after a review of her dispute, NASM was able to meet the customer with a resolution regarding extension on their courses. This case is closed. 

  Customer Answer

  Date: 04/12/2024

  
  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:04/01/2024

  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 am writing to express my dissatisfaction and disappointment with the National Academy of Sports Medicine (NASM) regarding the lack of disclosure about the accreditation status of your certification program. As a recent purchaser (11/7/2023) of the NASM program, I am troubled to learn that my employer does not recognize it due to its non-accredited status.Upon enrolling in the Group Fitness Instruction certification program, I was under the impression that it was accredited by reputable accrediting bodies in the fitness industry. However, it has come to my attention that this is not the case, and I was not informed of this crucial detail at the time of purchase.As a result of NASM's failure to disclose its non-accredited status, I am now facing significant challenges in advancing my career as a fitness professional. My employer, like many others in the industry, requires certification from accredited programs for recognition and employment opportunities. Unfortunately, due to NASM's lack of accreditation, my investment in your program has been rendered ineffective.This lack of transparency is not only misleading but also unfair to individuals like myself who have placed their trust in NASM to provide quality certification programs. I believe that all consumers have the right to make informed decisions, and NASM has failed to uphold this principle.Therefore, I request the following actions be taken by NASM to address this matter:Offer refunds to individuals who have purchased non-accredited programs under false pretenses.

  

  Business Response

  Date: 04/12/2024

  A representative of the ****** Services Leadership team was able to connect with the customer on 04/02/2024. The customer was explained the process regarding the GFI's accreditation process and was offered some incentives to proceed with the exam. This matter is closed.

  Customer Answer

  Date: 04/12/2024

  I  request the following actions be taken by NASM to address this matter:
  
  1. Provide clear and prominent disclosure of the accreditation status of your certification programs to prospective customers.  This is still not reflective on the website.  There is mixed information on the website. They are adversting incentives, but not explaining the current status of the program
   2.  FULL Refund for the program I  have purchased non-accredited programs under false pretenses.

  The incentives do not fix the issue with my certificate not being accredited. I have explained this the representative and manager. 

   

  

  Business Response

  Date: 04/19/2024

  The customer purchased entirely on her own through our AFAA website. Our NASM/AFAA websites do not indicate that the current versions of GFI non proctored exam nor the proctored exam is accredited as this exam is not accredited, therefore there are no false pretenses. Additionally, per our terms and conditions section 5.3 "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, NASM/AFAA will not provide refunds or accept returns.". While we understand this is not the customers preferred outcome, **********************/AFAA has no obligation legally or otherwise to advertise that our course is not accredited when we are not advertising that it is accredited anywhere, and it is fully the responsibility of the customer to do their research and ask questions before making their purchase. We would be happy to review any extenuating circumstances if any the customer may have, a member of our leadership team will be reaching out to contact them again in the following business day (4/22/24) to discuss if they qualify for any additional options.

  Customer Answer

  Date: 04/27/2024

  I am continuing to express my concerns regarding NASM's accreditation status. As a loyal member and someone who has invested in the promise of recertification for life, I am disappointed about the lack of accreditation for the program.
  
  When I initially enrolled in the recertification for life program, it was under the assumption that NASM's credentials were fully accredited, as this is a fundamental aspect of credibility and recognition within the industry. However, discovering that this may not be the case raises significant questions about the value and integrity of the certification.
  
  I would appreciate it if you could provide clarification on why recertification for life was offered if the program's accreditation status was uncertain or lacking. I paid for this when I initially purchased my package.  Why is this even being offered to the consumer when you can not even receive your 1st certification?  This is does not makes sense. Once again, I am requesting compensation for my package that I am not able to receive or benefit from at this time. 

• Initial Complaint

  Date:03/12/2024

  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.

  Back in 2023 around July 7th, I signed up for the group fitness course by NASM because it was certified by the ** governing body.On October 23rd 2023, I've gotten the email from NASM saying: ""Hello ******, Athletics and ******************* of America (AFAA) strives to keep you informed of updates and changes in our program to ensure our customers are supported and set up for success. We are reaching out because our records indicate that you are currently enrolled in the ******************** Fitness Instructor (CGFI) program and wanted to let you know that as of October 23, 2023, the ******************** Fitness Instructor Exam (CGFI) will no longer be accredited by the ***** AFAA has made the decision to end the accreditation process with the **** for AFAAs Group Fitness Instructor certification as we explore the best opportunity for accreditation support of this credential moving forward.""I cancelled my credit card payments because I haven't been able to get ahold of the NASM customer service to get a refund. Still, I call every so often and get forever on hold by NASM customer service. The billing department however calls me every other day, and even when I tell them about this issue, they try to redirect me to the customer service department where I get left on hold for 30min and the line disconnects.I want to get a refund for what I've paid so far.

  

  Business Response

  Date: 03/18/2024

  A member of our NASM/AFAA team has attempted to contact this customer multiple times beginning 11/16/2023. We have been unable to reach the customer and have not received any communication back when asked to provide us a good time to give the customer a call back. We would be happy to discuss this customers concerns and their options to move forward. A member of our NASM/AFAA team will attempt 3 additional call back attempts in the next 1-2 business days.

• Initial Complaint

  Date:03/12/2024

  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.

  Paid for course starting September 2023 have not received a single email response from the company in the past six months for any assistance regarding my course. Company falsely states that they respond within three business days, false.

  

  Business Response

  Date: 03/18/2024

  NASM is committed to providing our customers the best possible service. We have no record from the customer of communication in this members account after their initial purchase of the program (9/11/2023), the customer was provided access to their courses and exams at this time. All customers have a certain amount of responsibility to contact NASM should they have questions regarding their account or enrollments. The customer contacted us in February of 2024. Our records indicate we have kept communication with this member and answered any questions asked at this time. The last contact the member had with us was on 3/18/2024, where they received an exam extension. At this time the Customer has utilized several of the ********************** products purchased making them ineligible for a out of policy refund, additionally they have been in contact with us several times contrary to the complaints claim. 

• Initial Complaint

  Date:03/02/2024

  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 to receive some certifications from NASM. The total balance was almost 3800, I paid almost 2800 before the issues began. My bank card expired and I called to tell them the new card number so they could take payment. I called well before the next payment was due. They had some issue with their system where the card updated but I was still locked out due to non payment. If you dont pay, you cant log in and do course work until your balance is up to date. After calling several times telling them I was locked out but money was still coming out my account every month, they did not correct the issue. I emailed some supervisor because I wanted a refund. She said that NASM does not give money back. There are no refunds, unless I can prove an hardship, all they can do is unlock my account and I keep going forward. I told them I dont have a hardship it was an error on their part, I did not want to do business with them anymore because I was locked out of my account for nearly 4 months going back and forth with them. They were taking money when I did not have access to the program and basically said it was a mistake so just deal with it. I only had $900 left to finish paying. When I asked to have free months for being locked out they said no. I asked for free months because the program has an expiration date. You have to finish it in a certain amount of time. And they said I had to pay because I signed a contract. I did not finish the course work, I remained locked out, and what brings me here is they now have a debt collector calling me because they have reported this issue to my credit after they were at fault!

  

  Business Response

  Date: 03/06/2024

  Our management team reached out and spoke with this customer on 12/31/2021. In response to the customer's complaints, we would like to clarify that we offered additional time on 12/29/2021 and again on 12/31/2021 to compensate for the time lost, free of charge, due to the member's inability to access the service. Our records show that after the customer updated her card and made a payment on 7/6/2021, she made two additional months of payments (Aug 2021 and Sept 2021) over the phone with the updated card information. Following that, there were four successful automatic monthly payments with the same card used on July, Aug and Sept. We are unsure why the payments were declined for February and March of 2022 when the payments had been completed the prior months automatically. The customer declined the additional time offered and did not provide any documentation of extenuating circumstances for any financial difficulties. 

  We are willing to continue assisting this customer to ensure that the courses they purchased can be beneficial to their career.

  Customer Answer

  Date: 03/06/2024

  They first denied extra time when I spoke with a woman on the phone, it wasnt until the issue escalated too far that they offered that option. When they offered the option the account continued to be locked. As I stated in the email, that I previously attached, there was no hardship. I simply was locked out of my account too long, and wanted a refund for services not rendered. Please notice how they talked about payment until August and then no payment after February, and did not mention the screen shots i provided that showed payment for Sept-Dec. In those screen shots payments were completed for those months, however I was locked out of the system STILL. I could not access the courses, but money was taken from me. There are also emails that i provided via screen shots that shows me telling them the account was still locked dated in September. There is no payment after December, because I told my bank to stop payment, because I could not access the course work due to the lock.  Thats when i asked for a refund when I spoke with a lady over the phone, and she said no. Please review the proof in the original attachments i sent. What i am saying has proof, what they are saying does not. My bank statements showed payments were made, and the emails show me complaining about being locked out of the course work . I want a full refund for the money i paid with no access to the course work, and them to stop the reporting to the debt collectors and remove any reporting on my credit reports. I was scammed out of $2800, and I never want to do business with this company ever again. I would like the BBB to report this against this company as well.  

  

  Business Response

  Date: 03/18/2024

  Following the resolution of the payment issue on September 8, 2021, there was no communication from the customer until December 22, 2021, when an email was received stating that access to her courses had been disabled. On December 23, 2021, a customer service representative called the customer to offer assistance and suggested extensions to compensate for the lost time. However, they declined the extension and requested a refund which lead to the representative emailing the internal process for returning outside of our policy. An email again was received by the customer on 12/28/2021 where we responded offering to ***** the customer an extension which the customer again declined. As previously mentioned, the customer also declined assistance on December 29, 2021, and December 31, 2021. The customer has been informed about the appeal process, should they choose to pursue it they must follow the internal procedures as this is not the formal process. At this point, the customer is responsible for the remaining payments and is not eligible for a refund. They have been made aware of the internal options available to them.

  Customer Answer

  Date: 03/20/2024

  They are not trying to correct the error that they made locking me out of the coursework. They are not even trying to understand, all they are focusing on is the refund, and the extension. They are neglecting the fact that their site was broken, and locking me out even though I was paying money timely. 
  As I stated before, and showed email proof, their appeal process is only if you have had a hardship, and another option like you were in the military and had to return to duty. I uploaded an email where I told the lady, I DID NOT HAVE A HARDSHIP. I WAS LOCKED OUT OF THE COURSEWORK FOR SEVERAL MONTHS DUE TO A FLAW IN THEIR SYSTEM. I explained to the woman on the phone this same exact thing. I explained in email this exact same thing. I was not sick, I am not a member of the military, I did not suffer financial difficulty, so what was I going to appeal? They are purposely acting like they do not understand what I am talking about, although I have provided proof. They offered me an extension and I was still locked out, because I was still locked out and they would not fix the issue or even listen I asked for a refund. 
  So again,
  1. I want a refund of my 2800 dollars, I want the reporting to the credit bureaus to stop, and I want any damage done to my credit report to be reversed.
  2. I want these things because  I was paying for course work every month, due to some type of error in their system, a lockout continuously occurred. SERVICES WERE NOT RENDERED. I hope this company does the right thing so I do not have to take this further. I never received my certifications causing my fitness career to stop, *** lost money, and now creditors are calling. This is not right. 

  
  
  

• Initial Complaint

  Date:02/29/2024

  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.

  NASM the dryest curriculum I am not even sure how thorough it is they do not respect an African American perspective which is fine but they are not able to generate much money with their prespective so ***** on your parents is fine.

  

  Business Response

  Date: 03/08/2024

   The member has been informed internally via our customer service agents that they are not eligible for a return without completing the internal appeal process we have in place. There is nothing further we can do to assist the customer without them proceeding with this route.

• Initial Complaint

  Date:02/09/2024

  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 CPT/ CNC /CPR with AED and another course as a bundle on 2/1. The sales woman set up a monthly payment plan, but said I had to pay $99 to lock in the price and that would be the best price as they were still offering January promotions and the prices change daily. She said that if I decided against the commitment, then I would get a refund if I cancel within the 28 day period. I called on 2/9 and canceled, but was told that I wouldnt get a refund and that I owed more to cancel, 10% of the total price. After putting me on hold many times, she said shed waive the other amount, but I would not be given a refund. I was not given a copy of the contract (as the links in the emails are blank) and felt lied to as I was verbally told that I would get my money back if I decided against it, so I felt I had nothing to lose.

  

  Business Response

  Date: 03/04/2024

  A member of our management team has contacted this customer to ensure that a full refund is given. We have verified that incorrect information was given by our customer service agent and that this customer should have received a full refund initially. A full refund has been submitted and an expedite has been requested to ensure the customer gets their refund as soon as possible.

• Initial Complaint

  Date:01/24/2024

  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.

  NASM is in breach of contract with me. The training material is really good, the learning portal does need improvement though as its buggy. My issue is with their lack of ability to properly calculate simple math. I've been in contact with them, which isn't easy and requires hours of time, they give me the same canned B.S. response with no intellect on their part. I've requested management and their response was this: "consider this email as the final clarification regarding this matter." They seem to be in business to nickle and dime people on their bad math while threatening with their contract. It's clear to me this requires escalation as their customer service is absolutely useless.My story goes like this: Late October 2023 I purchased their CPT All-Inclusive Program $1899 based on the sales persons recommendation. Within the 28 day return window I realized I didn't need all the bells and whistles so I downgraded to their CPT Self-Study $799. While they did downgrade me, they are overcharging me in total balance and my monthly payments.If we start from scratch as a new buyer of the Self-Study program. Its $899 now, yet it was $799 when I purchased.Start at $799 less military discount of 25% = $639.20 Plus Textbook of $199 and CPR of $49.99 = $888.19 Add Tax $888.19 x ***** = $74.39 Grand Total = $962.58 Less Payments Ive Made to Date: $408.40 My remaining balance should be: $554.18 Yet on my account payment history it states a balance of $873.25 An overcharge of $319.07 In addition, my monthly payments are not at the self-study rate of $79, but at the all-inclusive rate of $127.80.

  

  Business Response

  Date: 01/25/2024

  After a review with ************************** and the ********************** the review found a discrepancy in line with the customers dispute.This accounting mistake has been corrected and the customer has been notified of the difference in the installment plan going forward.

  Customer Answer

  Date: 01/26/2024

  
  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:01/18/2024

  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 was enrolled in the *** ACCREDITED certificate program in July 2023. October 2023 I was notified that the program is no longer accredited with no explanation as to why. I requested a refund and have been given the run around since then. Seven phone calls and multiple request for follow up from management have not happened. When I have asked to speak to management directly, I have been told no management is available. Each time I call I am told that a check has been cut but since I still havent gotten a check it appears holding refund checks for an indiscriminate amount of time is a business practice of NASM. The money really should be refunded to my credit card since it was the original form of payment. However, as a reasonable consumer I recognize that a companys SOP may not always be streamlined or effective which requires alternative solutions. I just want my money back.

  

  Business Response

  Date: 01/22/2024

  This issue has been escalated and a member of our management team has attempted to contact this customer. A refund was offered and accepted as of 11/2/2023. As the payment was beyond a certain time period a check had to be sent to the customer. That process would typically take up to 45 days, however, an internal error caused this check not to be sent. That error was corrected and a check was sent to the address verified by the customer on 1/3/2024. That check either should have arrived or will arrive soon. The customer can reach back out to our management team who will work directly with the customer to ensure the money is received.

• Initial Complaint

  Date:01/12/2024

  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 was charged $899 for A holiday special of two services for the price of one. I realized thats not what I wanted and called for a refund and to get the program/service I wanted well I was quoted $349 for the self-study CPT.Well when I looked at my statement I was charged $451 and sent a book I never wanted. Its still in the case it came inNot only was I charged an additional $100+, Im still waiting for a $899 refund from 12/22/23.Thats a grand total of $1350 when I should have only paid $349+ tax . I am not rich and this is a HUGE inconvenience. This is wrong and horrible business model. When I call or email, nobody is available. When I try and contact member services nobody is available.

  

  Business Response

  Date: 01/17/2024

  A refund for $899 was processed and completed on 01/16/2024, as refunds and returns can take up to 15 business days to process. In regards to the Self-Study program, the customer connected via phone with a ********************** Program Advisor and was sold a $349 course in addition to a $79 textbook plus applicable taxes and shipping, resulting in a final total of $451.47 on 12/22/2023.
  
  On 01/12/2024, the customer called into ********************** Program Advisors escalated about a refund for a textbook that they did not want. On 01/15/2024, a representative of ****** Services connected with the customer via phone and the customer explained the dispute regarding the extra textbook charge. Due to the nature of the call on 01/15, the recording of the sales all from 12/22/2023 was pulled and confirmed that the textbook purchase and price was informed by the program advisor and the customer agreed to the purchase. The customer was advised of the call resolution via email on 01/15/2024, advising that an additional refund for the textbook was not available.   

  Customer Answer

  Date: 01/17/2024

  
  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,
  
  ***********************