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:04/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As of 4/16 my course was closed I'm not aware of the exact amount I've paid the business at Body Design University thus far. My payment is $106 a month for 18 payments or months.The business Body Design University is committed to assisting me getting certified to become a person trainer with NASM.The nature of the dispute with Body Design University is that my course was closed without any notifications. The business Body Design University seems to email and send text notifications for miss payments, Quizlet study sessions, and a 10% discount on the course full price continuously. But they were unwilling to send out a notification allowing students to know their course would be closing in a week. BDU> "If you need to extend your course, a $249 fee applies for an additional 6-month extension. This option must be exercised before your course's original expiration date. After your course expires, you can extend it from the original expiration date for another 6 months at a cost of $349" My issues is I only have the final to take and turn in my CPR information. I don't need an additional 6 months to take the final. I don't have the funds to pay the additional, but had I know my course was ending, I would have just taken the exam. It even seems like a scan or just unfair how they have no problem notifying us about everything but the end of our course. I spoke with them, and I understand it's about getting the money, but they could notify us, so those that can complete the course can or just be aware to get the funds to make the payment. The business Body Design University has done nothing to try and resolve the issue. They've told me only that I have 2 pay to continue.

  Business Response

  Date: 04/25/2025

  Thank you for the opportunity to respond to the concerns raised by the student.
  
  At the time of enrollment, the student reviewed and signed an Enrollment Agreement that clearly outlined the course structure, payment plan, cancellation policy, and course expiration terms, including extension options and associated fees. Specifically, the student agreed to:
  
  A payment plan of $106 per month for 18 months
  
  The standard course access period (6 months from enrollment)
  
  A 30-day right to cancel for any reason with a full refund, which was offered but not exercised
  
  The following extension policy, stated clearly in the Enrollment Agreement:
  
  "You have 6 months from the date of enrollment to complete the course, including both the *** and national exams. If you need to extend your course, a $249 fee applies for an additional 6-month extension. This option must be exercised before your course's original expiration date. After your course expires, you can extend it from the original expiration date for another 6 months at a cost of $349. Please note, if not extended within 90 days post-expiration, the course will permanently expire and re-enrollment will be required. All extension fees are nonrefundable."
  
  In this case, the student's specific timeline was as follows:
  
  Course Activation Date: October 16, 2024
  
  Course Expiration Date: April 16, 2025
  
  Throughout their enrollment, the student:
  
  Downloaded and accessed proprietary course materials
  
  Met with a Dedicated Student Success Coach
  
  Utilized online learning tools and exam preparation resources
  
  Body Design University maintained consistent communication throughout the course, including emails and text notifications regarding tuition, study sessions, and available support. Course expiration policies were accessible at all times in the Student Handbook, Enrollment Agreement, and on the student's online dashboard.
  
  While we understand the student's frustration regarding the expiration process, it is standard practice to uphold enrollment agreements to maintain fairness and academic integrity across all students. As stated and agreed upon at enrollment, students must proactively manage their course deadlines and exercise extension options before expiration if additional time is needed.
  
  The student's course expired on April 16, 2025, in accordance with the original agreement. To continue, the student has been offered the opportunity to extend their course access by paying the applicable extension fee, consistent with the terms they agreed to.
  
  We remain committed to supporting the student's success and are happy to process the extension if the student wishes to complete their certification.
  
  Thank you for your consideration.
  
  Sincerely,
  Body Design University

• Initial Complaint

  Date:03/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint against Body Design University regarding their unethical and uncompassionate business practices. I enrolled in their program with the intent to complete my certification; however, I was unexpectedly diagnosed with multiple chronic illnesses that drastically altered my life and rendered me bedridden for nearly a year. Due to this severe and unforeseeable medical condition, I was unable to complete the course.I reached out to *** to explain my situation and offered to provide medical documentation as proof of my condition. I requested a partial refund or a more appropriate accommodation, given that I was completely unable to engage in coursework due to my health.While the institution did offer a course extension, this was entirely insufficient given my chronic illness. I was in no condition to complete coursework, and an extension did nothing to remedy the fact that I was physically incapable of participating in the program. Despite explaining this, they refused to offer any meaningful accommodation or ********* make matters worse, I continued receiving persistent sales calls urging me to extend my course, despite having already informed them of my medical condition and inability to proceed. This insensitive and aggressive sales tactic only added to my frustration and distress.I believe this conduct is both unethical and predatory, as Body Design University prioritizes financial gain over student well-being. A reputable educational institution should demonstrate understanding and flexibility in cases of verifiable medical emergencies. Their refusal to accommodate my documented disability and health crisis demonstrates a failure in ethical business practices.I am requesting the BBB to review this case and advise *** to re-evaluate its policies regarding students facing severe, documented medical conditions. I believe potential students deserve to be aware of how this institution treats its enrollees in times of crisis.

  Business Response

  Date: 03/24/2025

  We sincerely empathize with the challenges this student has faced and understand the significant impact that chronic illness can have on one's ability to complete a program. At Body Design University, we care deeply about our students and have thoughtfully built in flexibility and support for situations just like this.
  
  Our extension program exists specifically to provide ***** and support to students who encounter unforeseen circumstancessuch as medical issuesthat prevent them from completing their course by the original expiration date. This option is clearly outlined in the enrollment agreement signed at the time of registration. While many educational institutions require students to re-enroll and pay full tuition again if they do not complete their course within the set timeframe, we offer an alternative that allows students to continue at a significantly reduced cost. This policy is designed to be fair and sustainable, both for our students and the ongoing operations of our program.
  
  In this case, the student was offered an extension opportunity in accordance with our policies. While we understand that the extension may not have been feasible at the time due to medical limitations, it is important to note that we are unable to indefinitely provide access or full refunds for courses that have long expired, especially when all course content and materials were made available upon enrollment.
  
  Regarding the outreach from our team, we apologize if any communication came across as insensitive. Our intent was never to pressure, but to ensure the student was aware of the available options to continue their education when ready.
  
  We appreciate the opportunity to clarify our position and remain committed to doing our best to support students while balancing fairness and sustainability for all. We are more than willing to revisit this students case privately to explore any additional options within our guidelines.
  
  Body Design University
  Student Support Team

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23072118
  
  I am rejecting this response because:

  
  Thank you for forwarding Body Design Universitys response. While I appreciate the acknowledgment of my situation, I must formally reject their response as it does not address the core issue at hand.
  
  
  I am not disputing the existence of the extension policyI am disputing the lack of reasonable accommodation for my documented medical disability and the programs failure to engage in any meaningful flexibility in response to it. My health condition, which became significantly more serious after I agreed to the extension, rendered me unable to complete the program despite multiple efforts to communicate with the school.
  
  
  Their response implies that I had full access to the course and simply chose not to complete it, which is not accurate. I reached out multiple times, expressing the seriousness of my medical situation and requesting additional flexibility or a refund, and was repeatedly met with refusal.
  
  
  At this point, I am seriously considering filing a formal complaint with the ************************** for potential violations of the Americans with Disabilities Act ****** Title III of the *** requires that private education institutions make reasonable modifications to accommodate individuals with disabilities. Denying any meaningful accommodation while enforcing a rigid payment policy may constitute unlawful discrimination under the ADA.
  
  
  This is not just about policyits about compassion, fairness, and compliance with federal disability protections.
  
  
  I hope the company will choose to resolve this matter responsibly and issues a full refund of the course and the extensions, without the need for further escalation.
  
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 03/26/2025

  Dear *******,
  
  Thank you again for your message and for sharing more about your experience. We want to acknowledge the seriousness of your medical condition and truly empathize with the challenges youve faced.
  
  At Body Design University, we are committed to supporting students who experience unforeseen hardships and have built flexibility into our program through our extension policy. This policyclearly outlined in the enrollment agreementwas designed as a fair and compassionate alternative to full re-enrollment, especially for students facing unexpected life events or health challenges.
  
  While we understand your condition worsened after accepting the extension, we must respectfully clarify that a refund is not available or an option, as all course content and resources were fully accessible from the time of enrollment. Additionally, our school incurs direct costs upon each student's enrollment, which is why our refund policy is structured to be both fair and sustainable, and is consistently applied to all students.
  
  We also want to address your concerns regarding the Americans with Disabilities Act ****** We are in full compliance with all *** requirements. However, it's important to note that in many cases, the *** applies specifically to aspects such as testing accommodations, and it does not require course refunds. Had we received a formal request for *** accommodations or documentation of a disability during your enrollment or extension period, we would have gladly engaged in the appropriate interactive process.
  
  Its also worth noting that the knowledge and tools provided in our programparticularly the fitness, nutrition, and wellness educationcan have a tremendous personal benefit to your own health, even if you are unable to complete certification or pursue a professional career as a trainer at this time. Many students have shared that this information helped improve their own wellness journey regardless of professional use.
  
  We sincerely regret that the timing and circumstances made completion difficult, and while we cannot offer a refund, we remain open to reviewing your situation and seeing what other options may be available within our policies to support you.
  
  Thank you again for the opportunity to respond, and we wish you continued healing and strength.
  
  Sincerely,
  Body Design University
  Student Support Team

• Initial Complaint

  Date:08/07/2024

  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 started attending Body Design University May 5th, ******************** personal training. The contract that I signed states that a monthly payment of $95 till for the next 12 months would cover tuition and my final NASM exam. The course promises that you can finish in six months however, that was not the case for me. So I had to extend it on 11/5/2024 which cost me $249 to do. My course was then extended till 5/5/2024. I then had to extend again due to not being able to finish all my practice test. Thinking sure Ill extend because I know the final exam is paid for. Which cost me and extra $349. My course was then extended to 12/5/2024. However, when I finished the practice exam and tried to schedule my final NASM exam with the university , I was informed that I had to pay for the exam out of my own pocket, despite already have paid tuition. ***************************, who is a liaison for the university and my point of contact while doing the extensions never informed me that a change was made to the contract. During both extension I asked her if there was any changes. To which she informed me No, everything seems to be the same.After discussing this issue with her, I was told to contact ***********************, who is the business manager for the company. He then told me that there is nothing he can do because in the EXTENSION contract it states I agree to pay for the final exam. Which I did not agree to or I wouldnt have payed for either extension at the beginning. A solution to the problem for me is for the university to refund my $349 I paid for the latest extension. Or they can pay for the final exam as stated in my main contract. The exam is $599. Which is something I would have to save months for in order to afford. Please help me resolve this issue as soon as possible.

  Business Response

  Date: 08/12/2024

  Dr. BBB of *******,
  
  The student was provided an extension of his course at the agreed-upon amount to assist with his preparation for the national exam. While his original course included the exam, this extension did not, and he was informed of this in writing. The extension was specifically intended to provide additional support and materials, which he used to prepare for the exam.
  
  The extension agreement clearly states that it does not include the cost of the exam, and that there is a separate fee for the exam. We have included a screenshot of the student's confirmation, as well as the terms of the agreement that he acknowledged in writing. We understand that the student has stated he did not read the agreement or was unaware of its contents. However, it is his responsibility to review such agreements, as we would never have provided an extension under the terms that included the exam costs.
  
  Furthermore, the $349 he paid for the extension would not even cover the $599 exam fee. As a gesture of goodwill and in an effort to resolve this issue, we would like to offer him additional time with the study materials at no extra cost. This additional support would normally cost $249.
  
  Thank you,
  Body Design University

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22110256
  
  I am rejecting this response because:

  The extension I just did in June is already extended till 12/05/2024. They know that I will not need their extra time because I've been ready to take the test for months. Also I already paid them in order to take the test by paying all 12 months dues of $95. I will have to wait 6 months in order to save the $599 with my current income. I will ask that they fulfill my contract that I EXTENDED TWICE already and pay for my test since the refund of $349 cannot happen. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/15/2024

  Hi BBB,
  
  The student is requesting a resolution that we have already thoroughly addressed and explained as being outside the terms of the agreement. According to the clearly stated terms, the student is not entitled to any refund or reimbursement.
  
  It appears there is some confusion on the student's part regarding the nature of the extension. The student seems to believe that the original contract was extended, which might understandably lead to the expectation of retaining the same terms. However, what we provided was a course extension, which only extended the students access to the course materials and support under a new contract with new terms. This is clearly stated in the confirmation email, where the term "course extension" is prominently highlighted.
  
  In an effort to demonstrate our goodwill and commitment to resolving this matter amicably, we have offered additional time for course access at no extra cost. This gesture is a goodwill concession to support the student, even though we are under no obligation to do so.
  
  Thank you for your understanding.
  
  Best regards,
  Body Design University

• Initial Complaint

  Date:12/22/2023

  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.

  I believe that they are trying to play a monopoly scheme. I have proof of five payments that have been made. The company is trying to say they have run my card with multiple declines. Per my records I owe for October and November 30th. Which totals out to be about $190. They are trying to say that I owe $560. After speaking with multiple root employees that were not understanding basic financials, they did not agree. They try to run my card several different times according to them. I have talked with my lawyer and banker with all of my financial statements that show that they only ran it once on July 30th which the payment had gone out on August 2nd. They then unauthorized ran it again on August 4th as well as August 30th as well as October 2nd. They are trying to say that I have incurred multiple decline fees. Which per ********* there was no transactions that were declined until October and November 30th. Which I do acknowledge that I do owe. Hi, however will not be paying them the full amount of $560 because I have proof of payment. Unfortunately I had to come to this by reporting them to the better Business bureau because they are unlawfully trying to get more money from me. Not only have they tried to run my card multiple times but they are now saying as I gave them the correct information that it isn't an error. It was not declined and they are trying to charge me for more of those as well. Per *********, he is saying that it is not an error on our bank's end. It is a system error on there's which they are not agreeing to. Including I have proof that we have already paid a late transaction fee which doesn't make any sense because the amount that they tried to get has come out on the 2nd. What they fail to understand is that there is a few business days that had transaction needs to go through. I do not think that this is a legitimate business .So I have no other choice than to report them and hopefully get a better outcome.

  Business Response

  Date: 12/23/2023

  Dear BBB,
  
  We wish to inform you that *********************** received a complete Personal Training Course upfront, under the agreement to make monthly interest-free payments of $95 until the course tuition is fully paid. Unfortunately, his second payment was declined by the bank, and he has not made any payment for over two months.
  
  Despite our attempts to resolve this issue amicably, the student responded with negative remarks, labeling our institution as a scam. We would like to reiterate that we have been operating for over 20 years and currently have over ***** active students, reflecting our commitment to quality education and service.
  
  We kindly request that *********************** address the situation by paying the past due amounts and any applicable fees to bring his account up to date.
  
  Thank you for your attention to this matter.
  
  Sincerely,

  Body Design University

  Customer Answer

  Date: 12/25/2023

   
  Complaint: 21048710
  
  I am rejecting this response because:

  I have spoken with our attorney and our banker. They made no attempt on what they are claiming is "declined". As I mentioned in my previous response I do acknowledge that I owe for October and Nov. I made numerous attempts to pay those but the company said that there was an Error. Not that it was declined. I asked for the error code from the system that they were trying to run my card through. They said there was no error code and it was our card. Unfortunately they are lying. I contacted ********* right away and he said there was no attempt made on our card and that it was their system error. The company did not agree. As far as the course up front, I was not given. Instead I was told by their "representative" that my course would be expiring due to lack of progress, even though they state they are a work as you go course. Also the representative, which was on the phone with me while doing the dishes and having a screaming child in the background, they will continuously run my card. This company is not reputable. Any reputable company would understand that it takes several days to even process a payment. The late fees and the declines that they are stating are completely null and void. They ran a card on July 30th. They were paid August 2nd. I am not responsible for their system processing my card not on the day that they ran it. I'm also not responsible for $560 which they are claiming is through declined fees. If they would like to speak to my attorney or banker about them lying of running our card they are more than welcome to talk to them. I also ended up doing my own research which there are countless others that they have done this to. I have already submitted proof of the late fee that they ran my cardfor, so I do not owe them. I also have proof of 3 payments taken out in August and one October. Payments are supposed to be ran on the 30th of every month so they are in breach of their own contract because they ran my card more than what was agreed upon in the contract. The payments, including the unauthorized late fee charge (which we were not late) brings us to owing for Nov. They just can not do basic math.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/28/2023

  Dear BBB,
  
  We are writing to confirm that the customer has acknowledged owing two payments that are more than 30 days past due.
  
  Enclosed, please find records of at least two declined payments. Additionally, we have attached documentation of the customer's agreement, which outlines the terms applicable if the customer exceeds 30 days past due. This includes details on payment processing, along with the associated fees for late payments and returned payments, all of which the customer has agreed to.
  
  We kindly request that the customer settle the outstanding balance and applicable fees. Our aim is to resolve this matter swiftly, enabling the customer to fulfill their financial obligations and complete their certification course.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  Body Design University

  Customer Answer

  Date: 12/30/2023

   
  Complaint: 21048710
  
  I am rejecting this response because:
  

  I will pay for the two months that are past due. I will not, however, be paying for any additional fees because I tried to pay it, it is not my fault their system was throwing Error codes. Additionally I do not want my card on file, previously I submitted proof, because they excessively ran my card on the days they were not supposed to. Until the company acknowledges their wrong doings and drops the " processing an applicable fees" which they are stating that I owe, I will not be paying anything. I will send a check for $190 for the two months but they will absolutely not have access to my card. They breached their own contact by running my card on days that were not agreed upon, hence then 4 payments they received in Aug. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/09/2024

  Hi ***************************,
  
  Your account is now 3 month past due, plus fees. We have attempted on several occasions to resolve your complaint. However, you have still not paid any of the payments or fees due. Please review the terms of the attached screenshot of your enrollment agreement, which authorizes us to process your payments on or before the due date each month. This agreement also allows us to automatically charge late fees and fees for declined payments.
  
  We have not received any of the payments or fees. However, you have been provided the full certification course. You agreed to make timely payments each month for the course and support you have received.
  
  Please advise us on when we can expect payment for the due payments and associated fees.
  
  Thank you.
  
  Body Design University

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 21048710
  
  I am rejecting this response because:
  Again we have tried several times to pay you. Even in my last response I asked for your address because I would send you a check. Again you would like to be difficult. Also read your own agreement that states the payments will come out every month on the 30th. Your company decided to run my card, which I have already submitted, ran my card 4 times in the month of August. That is called fraud, which is why my bank flagged your company as fraud. Again I will send a check but because your company decided to run my card for more than the agreed upon dates, you will not have access to my card. Instead, as stated before, I will send a check. You broke your own agreement. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/12/2024

  To BBB:
  
  We have attempted to resolve this complaint. The customer agreed to pay the outstanding balance, but three months later, we have still not received any payment. Despite this, we have continued to provide the course and support for the past three months without any payment. We are eager to resolve this complaint, but it is unclear what the customer is requesting.

  Customer Answer

  Date: 01/12/2024

   
  Complaint: 21048710
  
  I am rejecting this response because:

  The company continues to lie. I have not received the materials. They are frauds. They lied and they also don't honor their own contracts. 

  I don't know if they can't understand English or if they are just that blatantly ignorant and doesn't read anything that I have wrote. I need an address that I can send a check to. They again ran my card four times in one month when per THEIR OWN CONTRACT, can only run it on the 30th of every month. 

  Plain English for you, give me an address to send a check to. 

  You lied and did not send anymore materials. 

  We tried to pay but your own system was providing errors.

  Is that plain black and white English for you? 
  
  Sincerely,
  
  ***********************