National Academy of Sports Medicine

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.

The attached email was provided to Mr. [redacted] on 6/16/2016 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....

[redacted]’s account after 6/16/2016 and there is no record of receiving supporting documents to appeal a cancellation.  If Mr. [redacted] is looking to cancel his enrollment he can provide supporting documents to [redacted] and a representative will reach out to assist in moving forward with his request.

A resolution has been agreed upon by both parties involved with this complaint as of 4/21/16.

I have been a certified personal trainer since 2010 with NASM, as well as a Fitness Nutrition Specialist. When my certification ended, I renewed with them. After I signed up to pay the $500 without being offered a discount for a former member, I was separated from my husband, moved from another state, and lost 3/4 of my income. I was not emotionally, financially, or mentally fit to take the test before the 6 month deadline as this was not a planned moved. When I asked for an extension to take the test, they told me that my situation was not an extenuating situation where they could offer me any discount. The woman told me that because my husband did not take half of my things and that I chose to separate from him, they could not consider my case a situation where they could give a discount or extension of any kind without charging me $199! The woman was extremely judgmental of my situation, she showed no empathy and did not attempt to assist further. There is clearly no policy in place to assist their customers situations and making the test environment easy on them when they are facing life changing experiences. This is unethical and sad that a company who trains personal trainers to help change other peoples lives can not even help their own professionals.

The member has been contacted and voice messages left twice on 4/28/2016 and 5/2/2016. Waiting on a return call from the member to discuss the final resolution of this matter.

[redacted] 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 $148.00 of her order and therefore shorted $391.60 for the discount.  [redacted] was contacted by member services and apologized to for the...

sales error and offered a choice of $391.00 credit to her account or the CES course, a $699.00 value.  [redacted] opted for the course which was promptly put into her account and expressed to be satisfied with this resolution.

I wanted to thank the employee Alex Hilland at the cedar park store for his excellent service. He went above and beyond to help me find a pair of shoes. He was very polite and respectful, he sets a very good example for his fellow employees. Thank you Alex for your exemplary service!

Good afternoon,We have reached out to Mr. [redacted] in regards to his recent issue.  We contacted him on Wednesday, January 22, and advised that we do not hold courses or payments due to our Accredited rules and regulations.  We apologized for the...

mis-communication.  We did go ahead and refund Mr. [redacted] for his purchase.  He requested that the payment be made in form of a check, which will be issued through our Corporate office on February 1, 2014.Mr. [redacted] was satisfied with this outcome.  This issue has been resolved.Thank you,[redacted]NASM

Good morning,
Keara Lemons enrolled into the NASM Certified Personal Trainer program on 7.27.16 by means of an installment payment plan. To 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 completed. NASM Member Services received a phone call from the member on 11/12/2016 with a request to cancel. Because the request came after the Return period of 28-days, as stated in our Terms and Conditions, her request was denied. The member requested for a supervisor and received a call back on 11/14/2016. Unfortunately, the member was unavailable by phone, therefore email communication was sent to the member in regards to her request the same day. The 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 more. Keara has utilized 58% of her CPT program since her date of enrollment. NASM Member Services will reach out to the member by phone today, 11.16.16, and provide a resolution option.

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.

Student purchased a CPT  package on 5/15/15.  NASM has a 15 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 8/14/15 and on 8/17/15 and our customer...

service department twice on 8/14/15 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 - $109 for a 90 day extension or $199 for a 180 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.

Good Afternoon-NASM has been in contact with [redacted] in resolving this matter.  [redacted] has been working with several local gym facilities in [redacted] area to find a good match for him and one that will work with NASM's APTE program.  [redacted] has agreed to contact [redacted] 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[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.