National Academy of Sports Medicine

*** *** was entitled to a 20% military discount for the CPT and PES courses in her order. Upon inspection of her account she was provided with $of her order and therefore shorted $for the discount. *** *** was contacted by member services and apologized to for the
sales error and offered a choice of $credit to her account or the CES course, a $value. *** *** opted for the course which was promptly put into her account and expressed to be satisfied with this resolution

The attached email was provided to Mr*** on 6/16/responding to his request for an extension and fee waiver as well as identified once the account payments are brought current we would work with him on options for completing his course. There are no additional notes on Mr
***’s account after 6/16/and there is no record of receiving supporting documents to appeal a cancellation. If Mr*** is looking to cancel his enrollment he can provide supporting documents to *** and a representative will reach out to assist in moving forward with his request

NASM has attempted twice (4/and 4/22) to connect with *** *** to discuss the alternate course of equal value as she is outside her day return policy and the materials for the Weight Loss Specialization were completed. NASM awaits a response from *** *** to proceed

We have reached out to the member by phone on 4/18/and have explained the policy as listed in our Terms and ConditionsThe member was satisfied with our response

[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,
*** ***

Good Afternoon-NASM has been in contact with *** *** in resolving this matter. *** * has been working with several local gym facilities in *** *** area to find a good match for him and one that will work with NASM's APTE program. *** has agreed to contact *** *** weekly with
updates while he is searching and waiting for responses from the gyms in his area.It is with great hopes on both sides that a facility can be found and willing to work with both parties so that our student can be matched and placed to complete the APTE program.Thank You***

We apologize for any misunderstanding but it appears there may have been some confusion regarding past due balances for two different orders. Our records show that when the student spoke with our accounting department on July 6, there was a past due balance for the order placed in (CPT course) in addition to the order placed in (CES course). For the CPT course, the member was past due for the payment months of February, March, and April Also, the system reflected a past due balance for the CES course for the payment months of July and August 2015. At this time, the student's account was suspended for the past due balances for both enrollments. Up until November 24, the student had only been in touch with our accounting department who do not handle typical member services inquiries, such as exam expiration datesThe information our accounting department provided regarding her CES past due balance was correct at that timeOur management team has tried reaching out to the student several times via telephone but has not been successful in reaching her as her voice mailbox is full and a message cannot be leftWe do apologize for any misinformation provided to her regarding her CES program. At this time, we have honored the students initial proposed resolution and have issued a refund to her for the cost of the CES course and would like for her to keep the book

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

Good Afternoon,I originally responded to Case ID #*** on 7/25/with the following response: I apologize for the negative experience that MrM*** experiencedAll of our team members are expected to treat our members with understanding and respect and we do not condone unprofessionaland rude
behaviorPer MrM***'s desired resolution, we refunded the amount of $in transactions on 7/17/This was the total of his payments that he did pay less the shipping cost of thebook sent to himWe have zeroed out his account balance and will no longer make any attempts to contact him for collections purposes on his orderI did leave MrM*** a voice message letting himknow that we issued the refund and to call me if I can be of any further assistance.We wanted to fulfill MrM*** desired resolution by issuing him full credit for his order less the cost of shipping for the book that we are letting him keep. Please feel free to contact me if I can be of any further assistance.Thank you,Michelle S

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 Mr. [redacted], 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 course. Attached 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-X7K7B3 will be cancelled and no additional payments will be collected.  You have currently paid  $423.64 toward your 12 monthly payment plan and your remaining balance of $999.05 wiped clean.  We hope you find this resolution fair.  Should you have additional questions you can best reach our Member Services team at [redacted]

After review of this account, the student owes $109.10 in a past due balance from a course that was completed. All specialization courses, including the CES course has an exam that expires in one year as stated in an email that is sent upon purchase, the student's elearning center, and on our...

website's terms and conditions.  Exam extensions can be purchased for $99 which will provide our students with an additional 180 days to complete the exam as well as 3 attempts to take the exam.  for customer satisfaction, we have issued a refund for the cost paid towards the course.  Due to the difference in time zone and the students work hours we were unable to connect.  When attempting to leave a final voicemail the member's mailbox was full.  An email was sent to the student to the address on file letting her know of the final resolution.

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.

Member purchased on 2/13/2015 and called and spoke to the accounting department on 4/14/2015 to confirm his billing date.  On 4/29/2015 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 4/29/2015 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 up. On 8/17/2015 student called and spoke to accounting and updated his credit card and authorized a payment for $106.39. 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 8/25/2015 by the member services manager letting him know he was refunded the amount of $106.39.  Student's bank will take 3-7 business days to process this transaction and student may keep the book.

on June 15th 2016 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 work. I only wanted to try and attempt the class again bc I already paid around $500 and I didn't want to lose the money. there is no way I can afford to pay $700 and something dollars to NASM if I barely go to work I have my wife, 4yr old son and 18 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 $700 before they would possibly work with me. once NASM told me that I regret I asked for an extension and I wish I asked for a refund. also as soon as I sent the appeal in they automatically sent me to collections.. NASM has all the documentation I have.

[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[redacted]

Hello, On 09/01/2017, NASM Management team called and left a message for [redacted] regarding his account.  We are currently awaiting his returned call to see if we can speak to him in regards to his account, and resolve matters with the business unit. Thank you,

After several unsuccessful attempts to reach the customer, we refunded him $371.66 per his request for a desired outcome to the complaint. That 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 5 - 7 business days....

NASM has released the customer of any future financial obligations.

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]

NASM has honored the student's second option for resolution and has released them of their financial contract.  For security purposes, NASM's accounting system is limited in changing financial information.  Member signed up for our auto-draft installment plan which cannot be...

"paused."  We were unable to reach the member via telephone and therefore followed up by email letting them know although they are outside our 15 day return policy, their future installment payments have been turned off, and they have been released of their financial contract.  In addition, we requested they keep the book which came with their purchase.