National Academy of Sports Medicine

Good morning,Keara Lemons enrolled into the NASM Certified Personal Trainer program on by means of an installment payment planTo enroll in a program with this payment option, the member is required to review and electronically sign the NASM docusign/contractual agreement before the purchase can be completedNASM Member Services received a phone call from the member on 11/12/with a request to cancelBecause the request came after the Return period of 28-days, as stated in our Terms and Conditions, her request was deniedThe member requested for a supervisor and received a call back on 11/14/Unfortunately, the member was unavailable by phone, therefore email communication was sent to the member in regards to her request the same dayThe member was provided a copy of her signed contractual agreement (attached) and informed of the areas within her course in which she agreed to the Terms & Conditions once moreKeara has utilized 58% of her CPT program since her date of enrollmentNASM Member Services will reach out to the member by phone today, 11.16.16, and provide a resolution option

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] In quoting the part of the law that pertains to this situation Does the company have sales people in [redacted] soliciting business? This is what they seem to be saying in quoting state law

The member has been contacted and voice messages left twice on 4/28/and 5/2/Waiting on a return call from the member to discuss the final resolution of this matter

Dear Mr***, We are disappointed to learn of the experience you had with NASM shortly after enrollment and we will do our best to make this situation right The Guided Study Program you enrolled into does include an exam pass guarantee and the requirements to be eligible are outlined in both the Candidate Handbook and the Attestation; which requires action by each member in order to move forward in the Guided Study courseAttached is a document outlining the exam pass guarantee requirements as written in the Candidate Handbook along with a screenshot of the attestation marked complete from your Guided Study program In understanding the additional issues you experienced with course access due to technical issues and system outages along with challenges in reaching your assigned coach, we do apologize for these experiences as this is not how our program is designed Unfortunately, once you attempted the final exam at the proctoring test site, a full refund is no longer an option as stating in our terms and conditions The Terms and Conditions will provide more details on this specific refund policies at the following link You can reference the highlighted area in the attached "Refund Policy" document as welhttps://www.nasm.org/policies/terms-and-conditions/However, the experience you had was not intended by NASM so we are willing to make an exception on your future payments Effective today, 12/19/2016, any future payment tied to ORD-448537-X7K7Bwill be cancelled and no additional payments will be collected You have currently paid $toward your monthly payment plan and your remaining balance of $wiped clean We hope you find this resolution fair Should you have additional questions you can best reach our Member Services team at [redacted]

We do apologize for any confusion with the initial response when outlining the certification's requirements NASM is willing to waive any late fees as long as Mr [redacted] can provide the following: • Recertification application• Proof of his CEUs were completed between 2/13/– 5/13/(which includes the 90-day grace period)o Courses completed outside this timeframe will not be accepted• Provide current CPR/AED certification All documentation and questions can be directed to [redacted] and he is welcome to CC the member services manager as well: [redacted]

When it came time to submit continuing education credits ($300), as well as CPR/AED class ($100), I am confused why NASM wants $100? My initial $investment (book/backpack/test) was acceptable, but $for no added benefit or contribution is pure scamYou are cornered into an ultimatum: pay the fee because you have leverage or don't pay and lose $over years ($initial purchase, $continuing education credits, first $CPR/AED class for test, second $CPR/AED class for re-cert) I am writing this review after waiting minutes to speak with a human employee on the phoneWhen a girl eventually answered, I asked her what the reason is behind the re-cert fee, and what your company does for people that can not afford this cost? She responded with "hmm great question I have no idea! Let me ask someone else! Can I put you on a brief hold!?" Funny right? Incredible that my $goes to paying her salary when she giggled excitedly before placing me on hold for a question she must receive regularlyShe returned and stated "its like a membership" and "it's our company policy." No response was ever given to what NASM does for those that cannot afford this feeNor was that question answered when I asked it again later in our conversationI did not feel respected by this employee as her tone changed from pleasant to defensive and rude as our conversation progressed I am submitting a negative review due to this entire transactionMaking money by forcing customers into fees with membership/company policy justifications is wrongPainfully long call hold times, untrained/impolite employees, and no option for financial assistance to complete recertification only a "Proceed to checkout" button for $ NASM does not care about their "members" at all, they are only interested in taking our money

It is my understanding that I have already paid lifetime certification fees and thus should not pay any additional certification fees I did submit all paper work over the two year period and made several attempts through email and phone calls before my original certification expired to get approval on various classes but did not get a response Then through a move, my certification lapsed and then after months someone called me back to give me the details of having to retest to get my certification back up to date Someone finally emailed me back and told me the paperwork to send in for re-certification and then I never heard back from anyone through email or phone calls and many attempts were made on my behalf to contact people I have taken several classes over the last couple of years and I will be glad to submit all paperwork so that my certification can be brought up to date Because I paid all of the lifetime certification fees, now additional fees should need to be paid

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, Michael R***

I have no complaints about Nasm, The staff was very helpful and polite on the phone, I thought they prepared me very well for my Cpt test, I thought E teach was very helpfulIam now taking more courses from NASM and am very satisfied with the programTHANK YOU NASM

The requested refund for [redacted] has been processed and mailed to the updated address provided by [redacted] t There was a timing issue of when the address was updated as the refund check had already been mailed outThis issue has been resolved and the member has been contacted with updated information on the refund

Member purchased on 2/13/and called and spoke to the accounting department on 4/14/to confirm his billing date On 4/29/he called and spoke to the accounting department requesting to receive current promotions to apply to his order which he placed two and a half month prior which is not something the accounting department could do He called a second time that day to speak with the accounting department because his account was suspended due to non-payment When asked if he wanted to update his credit card so he could have access he denied that option On 4/29/member left a voicemail for the member services supervisor When she attempted to return his call the following day, she could not leave a message for him as his voice mailbox was not set upOn 8/17/student called and spoke to accounting and updated his credit card and authorized a payment for $For customer satisfaction, NASM honored this student's resolution for his August payment to be refunded and his courses cancelled This student was contacted on 8/25/by the member services manager letting him know he was refunded the amount of $ Student's bank will take 3-business days to process this transaction and student may keep the book

on June 15th I sent all documentation from the hospital, the Dr's and my job to show my attendance and how I was out the majority of the year I still have my brain tumor, it is still growing and I still have my headaches and to this day I am still missing workI only wanted to try and attempt the class again bc I already paid around $and I didn't want to lose the moneythere is no way I can afford to pay $and something dollars to NASM if I barely go to work I have my wife, 4yr old son and year old step soon to take care of like I stated in the first complaint to the Revdex.com after NASM told me I had to pay the entire $before they would possibly work with meonce NASM told me that I regret I asked for an extension and I wish I asked for a refundalso as soon as I sent the appeal in they automatically sent me to collectionsNASM has all the documentation I have

We do apologize for any confusion with the initial response when outlining the certification's requirements NASM is willing to waive any late fees as long as Mr [redacted] can provide the following: • Recertification application• Proof of his CEUs were completed between 2/13/– 5/13/(which includes the 90-day grace period)o Courses completed outside this timeframe will not be accepted• Provide current CPR/AED certificationAll documentation and questions can be directed to [redacted] and he is welcome to CC the member services manager as well: [redacted]

Since the customer contacted her bank, the bank is now involved and we cannot jump past this process To do so, could potentially result in a refund to the customer for twice as much of what the customer paid to the company At this time NASM cannot do anything else for the student until the issue with the bank is resolved which may provide the student with the resolution in which she is what she is requesting

Dear Mr***, We are disappointed to learn of the experience you had with NASM shortly after enrollment and we will do our best to make this situation right The Guided Study Program you enrolled into does include an exam pass guarantee and the requirements to be eligible are outlined in both the Candidate Handbook and the Attestation; which requires action by each member in order to move forward in the Guided Study courseAttached is a document outlining the exam pass guarantee requirements as written in the Candidate Handbook along with a screenshot of the attestation marked complete from your Guided Study program In understanding the additional issues you experienced with course access due to technical issues and system outages along with challenges in reaching your assigned coach, we do apologize for these experiences as this is not how our program is designed Unfortunately, once you attempted the final exam at the proctoring test site, a full refund is no longer an option as stating in our terms and conditions The Terms and Conditions will provide more details on this specific refund policies at the following link You can reference the highlighted area in the attached "Refund Policy" document as wel https://www.nasm.org/policies/terms-and-conditions/ However, the experience you had was not intended by NASM so we are willing to make an exception on your future payments Effective today, 12/19/2016, any future payment tied to ORD-448537-X7K7Bwill be cancelled and no additional payments will be collected You have currently paid $toward your monthly payment plan and your remaining balance of $wiped clean We hope you find this resolution fair Should you have additional questions you can best reach our Member Services team at [redacted]

It was confirmed that the testing site experience technical issues at the time of the member's exam, which did not affect the exam scoreHowever, as a courtesy, the member was provided a free retest with additional days to testThe member accepted this offer and this issue has been resolved

After several unsuccessful attempts to reach the customer, we refunded him $per his request for a desired outcome to the complaintThat is the amount he has paid so far ($380.42) minus the shipping cost ($8.76)He will see that refund hit his account in approximately - business days NASM has released the customer of any future financial obligations

We apologize for the difficulty this student had receiving her certificate in the mail We did send out a new certificate via *** Unfortunately, this student was not home when we tried to contact her but we did leave her a voicemail informing her of the action we took as well as provided her with the tracking number for her certificate

At this time, NASM is unable to do anything on this student's account as she has submitted multiple charge-back requests through her bank As of now, any action taken will need to stay between the corporation and her bank until the charge-back process has been completed

At this time, NASM has agreed to make a goodwill adjustment and grant Mr. [redacted] a return and refund of the monies paid into the program less a $50 administrative fee. We wish Mr. [redacted] the best with his health and thank him for his service to our country.