National Academy of Sports Medicine

Student purchased a CPT package on 5/15/ NASM has a day return policy which is stated on our website, terms and conditions, and the loan contract signed by our customers Student called and spoke with our accounting department on 8/14/and on 8/17/and our customer service department twice on 8/14/where it was explained that the member was well outside of the return window Because our exam is accredited it must expire and all customers must be treated equally NASM does have two options for our customers for exam extensions - $for a day extension or $for a day extension In addition, NASM also has an option for people with dire circumstances where they can write into our Certification Appeals Committee and explain their circumstance as well as provide supportive documentation which could potentially provide them with a waiver of fees Our billing system for loans is an automated recurring system and therefore payments cannot be paused This is not because we do not want to pause the payments but because of the type of system we use, they cannot be paused and turned back on For customer satisfaction, NASM has refunded the customer the amount paid towards the course and will not ask for the book to be returned MS Manager

We have reviewed Mr [redacted] ’s complaint and refunded him $on 4/21/for the amount paid to NASM and let him keep the book that was sent to him He paid an initial deposit amount of $at the time of purchase on 11/17/and all of his other payments declined with the exception of his 2/18/payment of $ Therefore, he paid in a total of $to NASM Mr [redacted] did sign our installment payment contract which clearly lists all of his payment amounts and due dates as well as our terms and conditions for refunds and returns and the fact that NASM is not responsible for any bank or overdraft fees I did leave him a voice message this morning letting him know that we issued him credit of $and that he should see this on his account within the next 3-business days I also let him know that we are not asking for his book to be returned In addition, I let him know that per his contract and our credit card processor, we are unable to refund any bank fees for overdraft fees on his accountI suggested that he contact his bank to see if they will waive any fees for him as we are unable to do so Please let me know if you need any additional information

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]

A resolution has been agreed upon by both parties involved with this complaint as of 4/21/

The member was contacted by phone with a resolutionCommunication to continue with the student regarding her options

Tell us why hereHello ***
On behalf of NASM, we do apologize for any inconvenience and frustration you may have gone through. After looking into your account, it appears that you had submitted an appeal to cancel outside of NASM’s Return Policy due to extenuating
circumstances. This was approved by management as of 11/03/2017. This cancellation was approved to stop your installments on your loan that had a balance of $512.22. Please reach out if you have further questions or concerns. Thank you, NASM Member Services Management Team

[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 ***, 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,
*** ***

Dear *** ***, We do apologize for any inconvenience, frustration and confusion your purchase may have caused you. We hope this letter finds you well, and clears up any confusion you may have. It appears that you had purchased the NASM CPT Self Study Program on 11/02/
with an enrollment advisor, on a 12-month installment plan. Attached is copy of the signed docusign agreement regarding your purchase, along with a Word doc of this Revdex.com response from NASM. Screenshot below of enrollments within NASM’s databaseAlso, a screenshot of the different packages that NASM offers for CPT, where you can find by following this link: https://www.nasm.org/become-a-personal-trainer Please know that NASM does offer the CPT Development program, which includes the Job Guarantee. However, the purchase you had made, was not the CPT Development Program. Unfortunately, if you do not purchase the All Inclusive package or purchase the CPT Development Program a La Carte, you are not eligible for the Job Guarantee Below is a link and screenshot regarding NASM’s Candidate Handbook which outlines the Job Guarantee Requirements in order to be eligible for the guaranteehttps://www.nasm.org/docs/PDF/nasm-candidate-handbook.pdf It does appear that you had contacted NASM Member Services on 12/14/to verify you had the CPT Development program with your purchase, and the Member Services representative that assisted you, advised that you did not have the CPT Development program, therefore not eligible for the Job Guarantee Unfortunately, we are unable to fulfill the request of a refund, as your purchase did not include CPT Development Program. If you would like further clarification or have any questions or concerns, please contact NASM Member Services at 800-460-or email [email protected] regards, NASM

Resolution: NASM has made an exception to the Return policy, as stated in the Terms & Conditions, and authorized a cancellation of his program and contractual agreementThe member is no longer responsible for the remaining balance associated with his purchase

This student purchased their order on 12/10/and requested a return of their course on 3/3/2015, outside of NASM's return policy. NASM did let the student know how they could submit approved supportive documentation for review of the student's request for return of which most of the
requested information provided to NASM from the student was missing. At that point, NASM did offer the student a complimentary exam extension. Upon the member's therapist calling into the customer service department, that call should have been transferred to the department manager and treated as an escalated appeal to the original letter of denial for return. For this, NASM does apologize and has issued a refund to the student for the amount paid in for the course and has released them of their financial obligation

I can not believe the NASM said both parties agreed to a resolution. I never agreed to their offer as a final solution. Not even close. At first I was stunned at their response to my Revdex.com
complaint. Then I realized their response was consistent with the intimidation, bully tactics, and the railroading power of a big company with many people all over the country via online complaints. I posted a more detailed complaint then the one given to the Revdex.com on their *** page prior to reaching out to the Revdex.com. Their response and mine followed: National Academy of Sports Medicine (NASM) Hi BrianThank you for your feedbackIt appears that management has emailed you with a resolution regarding your requestWe are sorry for any inconvenience and frustrationWe wish you the best in the futureBrian Palmer Thank you for the responseI appreciate what was offeredHowever the resolution offered did not cover my complaint in whole, and didn't address the most fundamental partAs a result, I have forwarded my complaint to the Revdex.com for further resolutionThe nature and debth of my complaint was not addressed in the partial refund they sent me. I made that very clear. I was then told I needed to return a text book. I will return the text book when and only if the remaining hidden (free trial) charge is refunded. No where is it written that I own them a textbook. Today, only $was refunded. Their is a remaining balance of $148.33. It is my responsibility as a consumer to warn others about this company if they choose to continue this kind of communication. My complaint will stop when the remaining balance is returned

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

this was not what I was told by their representatives when I had called to talk to them twiceI was told that I could complete my extra course by the end of the year as long as I paid off the final balance which I was told was for the course not for the training which was completed two years agoMy complaint is that I was never given the right information when I talked to them!

I signed up for the NASM eteach course for about $After completing the course and passing the test I went to apply for a personal training position at ** ***I completed my test the 22nd of December and it is now the 6th of January The supervisor at *** *** said they could not confirm my certification because they could not get in contact with NASMI called nasm several times only to be put on hold by an automated system for an HOUR!! I did this for consecutive days with the same result!! When I call and press the option to buy a program someone answer immediately They did not accept my application and someone else got the job at *** ***$down the drain because I could not get someone to answerDO NOT CHOOSE NASM! !

The NASM recertification process is completed through a self-service portal where the member is required to submit all of the required documentation and payment for recertificationAll recertification applications are subject to an audit, which is to ensure compliancy with the our accreditation
guidelinesMr*** was selected for audit due to providing invalid documentation with his applicationNASM provided instruction for a quick resolution and Mr *** submitted the appropriate documentation on 10/04/In return, NASM approved his audit and processed his recertificationThe member's complaint has been resolved with NASM as of 10/05/

[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 ***, 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,
*** ***

Member was issued a refund in the amount of $which will reflect on her bank statement within 3-business days. She was notified of the amount of her refund via telephone at the phone number listed on her account. Her account does reflect that she was in contact with member
services and a voice mail was left for her on 6/10/by the member service supervisor. Due to any miscommunication a refund for the full amount of her order has been credited to the credit card in which she made her purchase

Resolution: NASM has made an exception to the Return policy, as stated in the Terms & Conditions, on 1/28/The member’s contractual agreement and program have been cancelledA refund of $was provided to Mr*** on 2/3/

Again, regardless of what the contract says and what was signed it is being ignored that I was lied to upon signing up AND the fact that the lie still continues that I was contacted on Monday when I was notThere was no message or anything showing that there was a call and the only response I received was a generic message YESTERDAY that was from "No Reply NASM"This is unacceptableI am unable to afford the course and obviously if I could I would continue but I can'tHowever after reading over the contract it states that default of the contract would happen under NASM and THEIR determinationAGAIN unacceptableYou people are NOT God and never will beI want my contract terminated along with the ACH paymentsIf this does not stop I will continue into legal mattersYou have let people out of their contracts for this matter and I have read the reviews on them and you cannot deny thatUpon cancellation of my contract I also will not be held responsible for the remaining portion of itYou were quick to respond to me on the Revdex.com website but could not call or even send a real emailYou are lying about your contact with me as well as your sals rep has liedI want this resolved immediately

[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 ***, 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,
*** ***