National Academy of Sports Medicine

The member was contacted by phone with a resolution. Communication to continue with the student regarding her options.

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]

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 2/13/2014 –  5/13/2016 (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]

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 out. This issue has been resolved and the member has been contacted...

with updated information on the refund.

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.

It was confirmed that the testing site experience technical issues at the time of the member's exam, which did not affect the exam score. However, as a courtesy, the member was provided a free retest with additional 30 days to test. The member accepted this offer and this issue has been resolved.

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.

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]
**

[redacted] did issue a refund check to the student on 6/1/2015 in the amount of $717.92 for her returned course.  In addition, our corporate accounting department did confirm that her refund request for the standard 10% admin fee for all returns has been approved and a check in the amount of $79.77...

will be cut and mailed on 6/15/15.

We apologize for the difficulty this student had receiving her certificate in the mail.  We did send out a new certificate via [redacted].  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.

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]

While I...

understand that NASM says this is between my credit card company and their company. I was given a temporary credit by my credit card company while they worked to resolve this with NASM but NASM has resubmitting the charges to my bank and still disputing the refund. Please see the attached document from my bank. Until I am given the full refund and NASM ceases to dispute the case with my credit card company. The issue is not resolved.

Good afternoon-
We are writing in response to the complaint that was filed on behalf of the member, [redacted].  We have agreed to refund the member in full.   We have submitted a refund case for the amount of $1296.50.
A voice message was left for the...

member advising that the refund would be processed today, July 11, 2014, and request that 3-7 business day are allowed for the bank to process.
This complaint has been resolved.
Thank you,
[redacted]

We have reviewed Mr. [redacted]’s complaint and refunded him $308.34 on 4/21/14 for the amount paid to NASM and let him keep the book that was sent to him.  He paid an initial deposit amount of $154.18 at the time of purchase on 11/17/13 and all of his other payments declined with the exception of...

his 2/18/14 payment of $154.16.  Therefore, he paid in a total of $308.34 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 $308.34 and that he should see this on his account within the next 3-5 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 account. I 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.

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]

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 2/13/2014 –  5/13/2016 (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]

Resolution: NASM has made an exception to the Return policy, as stated in the Terms & Conditions, and is authorizing a cancellation of his contractual program. The member has already received his funds back through his bank disputes on 9/8/14 and 10/8/14. Therefore, no additional refund will be...

provided, however Mr. [redacted] is no longer responsible for the remaining balance.

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 not. There 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 unacceptable. I am unable to afford the course and obviously if I could I would continue but I can't. However after reading over the contract it states that default of the contract would happen under NASM and THEIR determination. AGAIN unacceptable. You people are NOT God and never will be. I want my contract terminated along with the ACH payments. If this does not stop I will continue into legal matters. You have let people out of their contracts for this matter and I have read the reviews on them and you cannot deny that.
Upon cancellation of my contract I also will not be held responsible for the remaining portion of it. You were quick to respond to me on the Revdex.com website but could not call or even send a real email. You are lying about your contact with me as well as your sals rep has lied. I want this resolved immediately.

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.

NASM spoke with Ms. [redacted] on 11/16/2016 at approximately 8:30am. As a courtesy. the member was provided a resolution that resulted in the early termination of her contract, however the member utilized 58% of her program, therefore was not due a refund per the NASM Terms and Conditions. The member is no longer responsible for the ongoing monthly payments or the remaining balance associated with her package. Ms. [redacted] agreed to the offer, the return was processed and installment loan cancelled.