National Council for Certified Personal Trainers (NCCPT)

NCCPT does its best when it sends out offers to ensure that the offer only goes to eligible students The reason ***a was ineligible for the extension is because she had already taken the CPT exam three times Unfortunately, she was still sent the offer Although we are aware that glitches like this can happen, which is why we posted on the website to call to ensure eligibility, I can completely understand ***a's frustration, and her account has been refunded Since the policy states that the exam can only be taken three times within one year, ***a will be eligible to take the exam again in July and we look forward to offering her that opportunity We will also extend a 30% discount on her retake if she chooses to do so.Thank you, [redacted] Chief Operations Officer [email protected] NCCPT.COM Old Conejo Rd # Newbury Park, CA Phone: ###-###-#### ~ Fax: ###-###-#### Like us on Facebookwww.facebook.com/NCCPT Follow us on Twitterwww.twitter.com/NCCPT

Complaint: I am rejecting this response because: First, I am insulted that you can't even get my name rightThat shows just how important a customer is to you I did not call [redacted] an amateurThe video quality could be much better for a person paying the regular $ I went through the motions as if I were to make another purchase on your site and I am at the checkout page where I am to enter all of my credit card information first and then prompted to click submitI am seeing no link right above any checkout buttonA person has to submit their credit card information first? Whoever responded is not aware of how the page is set up or needs to be more specificA person must hope that the next page doesn't confirm they have purchased the product without seeing this information so they can "abandon" the sale if they need toI can send a screen shot if I need to Any reasonable person would be apprehensive to submit their credit card at that stageGoing back to the terms-of-service, I see this informationI also checked other sites to see how their terms-of-service were set upBoth other certifying organizations stated their payment options and refund/exchange terms under FAQ's and only one also put that in their terms-of-service sectionI had no problem finding them FAQ's is typically where people look for this informationI'm sure that is a frequently asked question

So I called in on 6/15/trying to get assistance with my account at NCCPT, do know it was o'clock their time, they have hour till closingI called needing assistance with my account as I have just come home from military leaveI talked to the rep who was unable to help me with anything at all since he is new as he stated (got it, understandable) I ask to speak to a supervisor, a manager another coworker someone who can help me, he stated he is the only one workingi don't understand, someone who is new and is unable to answer or help me with any of my questions and left alone makes no sense on a customer service stand pointThen he tells me someone else is their and patches me throughI get patched threw and explain my issues and complaints, he doesn't express any concern or worry about my issues besides voicing his position as that HE is the Vice President of Nccpt, instructing me that I must talk to him in a specific way, he refused to listen to me or understand my point of view and all he would say his I'm the VP of this company, when I tried addressing my concern of their hours of operation and how their was no one who could help me but are open during the hours of 9-5pm their time to help customers, how is it when someone calls during hours of operation I am unable to get any assistanceThis VP of Nccpt was completely rude, disrespectful , condescending and when I called back asking for his name he refused to give it to me and the rep said he goes by ***, a name that the rep didn't even know himselfThe VP of Nccpt goes by "Wesley" and was unable to help me, a military vet who just came home with my ability to take these tests to get a good job, he was unwilling to listen to my concerns or show sympathy for my issues, completely RUDE and lacks customer service and the ability to be in such a high power role as a VP should even act towards a paying member/customer......MR ***if that's your real name, you sir need retraining on what it's like to treat a customer, a paying customer and customer who has a problem, you need to learn to listen and let the customer vent and show like you care

Hello [redacted] , I've attached a screen shot of the check out page showing the link to the Terms of Service, it is there It is standard to have a no refund policy with digital items that cannot be returned, however, I would like to extend to you the same amount that you spent on the course as a credit towards anything else we offer I hope that you will review the remaining content of the course and continue with another new course of your choosing Please accept my apologies for any inconvenience

Hello, Our refund policy is stated on our website here: http://www.nccpt.com/terms-of-service Furthermore, the link to the policy is provided right above the checkout button, BEFORE the credit card is run, providing an opportunity to abandon the sale if necessaryWhile the video files may not be the highest quality, Lucho Crisalle, the "amateur" is anything but an amateur He has more than years of experience as a nutrition and fitness expert to ENW IncHe holds a Bachelor’s Degree in Food Science and Human Nutrition and Dietetics with a minor in Exercise and Sports Sciences from The University of Florida, GainesvilleHe held his credentials as a Registered Dietitian from through The course contains hour long sessions of lecture by Lucho The manual, which she admits not downloading, was newly produced, and is a great resource One of our team members contacted Danielle today to offer her solutions

Hello, I do see that Maria purchased through Groupon in January The course expires six months after purchase, however, I have added the course back into her account and have had our AsstSales Manager reach out to her about proceeding with taking her exam.I apologize for not
having been in contact sooner, although I cannot find any record of attempted contact, we make every effort to contact customers who have expired to help them complete their course and get started on their career We are very happy to have you back Maria and look forward to helping you

*** purchased the course back in January of 2013, more than two years ago Our policy, which is clearly stated on our website as well as provided via email upon enrollment is that a student has six months to take their exam If they don't take the exam within months, a $late fee
will apply *** received the email offering extensions to past customers for only $25, a substantial discount, which unfortunately she was not eligible for due to the fact that it was over a year since she purchased When she spoke with our sales team, it was not a bait and switch but rather she was offered an even larger discount since the ineligible students who wish to complete the course would then be required to re-purchase the course at $ Adele offered her this option for only another $ Since NCCPT has a no refund policy, Adele assumed that policy would stand in this situation, as it was the first time this has occurred However, I have since notified her and the entire sales team that should this occur again, they should be offered a refund option
I have refunded ***'s credit card and wish her the best in her future endeavors

Complaint: 10316272
I am rejecting this response because: 
First, I am insulted that you can't even get my name right. That shows just how important a customer is to you. 
I did not call [redacted] an amateur. The video quality could be much better for a person paying the regular $299. 
I went through the motions as if I were to make another purchase on your site and I am at the checkout page where I am to enter all of my credit card information first and then prompted to click submit. I am seeing no link right above any checkout button. A person has to submit their credit card information first? Whoever responded is not aware of how the page is set up or needs to be more specific. A person must hope that the next page doesn't confirm they have purchased the product without seeing this information so they can "abandon" the sale if they need to. I can send a screen shot if I need to. 
Any reasonable person would be apprehensive to submit their credit card at that stage. Going back to the terms-of-service, I see this information. I also checked other sites to see how their terms-of-service were set up. Both other certifying organizations stated their payment options and refund/exchange terms under FAQ's and only one also put that in their terms-of-service section. I had no problem finding them.  FAQ's is typically where people look for this information. I'm sure that is a frequently asked question.

NCCPT does its best when it sends out offers to ensure that the offer only goes to eligible students.   The reason [redacted]a was ineligible for the extension is because she had already taken the CPT exam three times.   Unfortunately, she was still sent the offer.  ...

Although we are aware that glitches like this can happen, which is why we posted on the website to call to ensure eligibility, I can completely understand [redacted]a's frustration, and her account has been refunded. 
Since the policy states that the exam can only be taken three times within one year, [redacted]a will be eligible to take the exam again in July 2014 and we look forward to offering her that opportunity.  We will also extend a 30% discount on her retake if she chooses to do so.Thank
you,
 
[redacted]
Chief Operations Officer
[email protected]
NCCPT.COM
3481 Old Conejo Rd #102
Newbury Park, CA 91320
Phone: ###-###-#### ~ Fax: ###-###-####
Like us on Facebookwww.facebook.com/NCCPT
Follow us on Twitterwww.twitter.com/NCCPT

Consistent with most certification programs, our policy clearly states that student who enrolls in our program has six months to take their first exam attempt.  This information is sent to the student via email upon enrollment, as well as being publicly available on our website.  A...

customer service representative contacted Noel and was able to resolve the complaint.  We are looking forward to seeing Noel complete the course and become a Certified Personal Trainer!

Hello,
Our refund policy is stated on our website here: http://www.nccpt.com/terms-of-service
Furthermore, the link to the policy is provided right above the checkout button, BEFORE the credit card is run, providing an opportunity to abandon the sale if...

necessary.
While the video files may not be the highest quality, Lucho Crisalle, the "amateur" is anything but an amateur.  He has more than 22 years of experience as a nutrition and fitness expert to ENW Inc. He holds a Bachelor’s Degree in Food Science and Human Nutrition and Dietetics with a minor in Exercise and Sports Sciences from The University of Florida, Gainesville. He held his credentials as a Registered Dietitian from 1997 through 2009.   The course contains 5 hour long sessions of lecture by Lucho.  
The manual, which she admits not downloading, was newly produced, and is a great resource.  
One of our team members contacted Danielle today to offer her solutions.

Thank you for reaching out.  The first thing I did was pulled up our records and I am showing that Belinda was in fact granted the extension that M[redacted] promised.  Her records contain a note indicating that she has one year from her date of purchase (course purchases come with six...

months).  I apologize for any misunderstanding which led Belinda into thinking that she was not given the extension.  I have also contacted the shipping department and had them expedite another Yoga Manual since she has not received the manual as promised.  Our Sales Manager J[redacted] has also reached out and left a message for Belinda to discuss her concerns.  
We are glad to hear Belinda is on the road to recovery and want to be there for her as she helps lead others to wellness!
Sincerely,
S[redacted]
COO
NCCPT
###-###-####
[redacted]@nccpt.com

Hello[redacted],
I've attached a screen shot of the check out page showing the link to the Terms of Service, it is there.  It is standard to have a no refund policy with digital items that cannot be returned, however, I would like to extend to you the same amount that you spent on the course as a credit towards anything else we offer.  I hope that you will review the remaining content of the course and continue with another new course of your choosing.  Please accept my apologies for any inconvenience.

So I called in on 6/15/16 trying to get assistance with my account at NCCPT, do know it was 4 o'clock their time, they have 1 hour till closing. I called needing assistance with my account as I have just come home from military leave. I talked to the rep who was unable to help me with anything at all since he is new as he stated (got it, understandable) I ask to speak to a supervisor, a manager another coworker someone who can help me, he stated he is the only one working. I don't understand, someone who is new and is unable to answer or help me with any of my questions and left alone makes no sense on a customer service stand point. Then he tells me someone else is their and patches me through. I get patched threw and explain my issues and complaints, he doesn't express any concern or worry about my issues besides voicing his position as that HE is the Vice President of Nccpt, instructing me that I must talk to him in a specific way, he refused to listen to me or understand my point of view and all he would say his I'm the VP of this company, when I tried addressing my concern of their hours of operation and how their was no one who could help me but are open during the hours of 9-5pm their time to help customers, how is it when someone calls during hours of operation I am unable to get any assistance. This VP of Nccpt was completely rude, disrespectful , condescending and when I called back asking for his name he refused to give it to me and the rep said he goes by [redacted], a name that the rep didn't even know himself. The VP of Nccpt goes by "Wesley" and was unable to help me, a military vet who just came home with my ability to take these tests to get a good job, he was unwilling to listen to my concerns or show sympathy for my issues, completely RUDE and lacks customer service and the ability to be in such a high power role as a VP should even act towards a paying member/customer......MR [redacted]if that's your real name, you sir need retraining on what it's like to treat a customer, a paying customer and customer who has a problem, you need to learn to listen and let the customer vent and show like you care....

Hello, I took the exam yesterday and had many of issues with having to restart my camera. The proctor stated that this is a common issue on MAC computers. Every other second I was required to monitor my camera and press the resume button. After about an hour of having to spend more time focusing on the camera, than my test questions, I was frustrated and began to have a brain freeze. I was told by proctor to contact NCCPT about the issue and discuss with them our correspondence and unforeseen issues, but have yet to hear back from anyone. I opted to end my exam with over 80 unanswered questions and of course received a failing score. I logged on to reschedule and noticed it is a $99 to retake. Is there a way that I may be contacted in regards to this issue?

Review: This is the first time I resorted to a Revdex.com complaint. I purchased the Weight Management Specialist course from NCCPT because they were offering it for a special $99. Also a free pair of fat calipers was included with that purchase and I have yet to receive that in the mail. The course is digital. Upon logging in I find a amateur video lecture being given. It appeared to have only five segments. So I found at the very bottom of the screen the link to the book material. The information was very basic and the book was very short. I didn't even download it. I purchased on the last night of the offer Nov. 16th, 2014. I feel like the material is not suitable to be considered a specialization. I sent an email to NCCPT lastnight requesting a refund and received no response to that email. Initially when I tried to send the email I used my listed email address, and I was prompted to provide a legitimate email...? So I used my other email address. I then tried to use the chat feature today and it told me to try during regular business hours 8-5pm. Well it was around 1 pm that I was trying this route. I finally got through and they had a lady contact me and she tells me there are no refunds. She begins to tell me I can transfer it to a friend for...$75! or apply it towards another program that I don't want. She told me because it was digital and I could download the book that it was non refundable. If I don't take the exam, then the product is useless! There is NOWHERE on the site that discloses a refund policy until AFTER you have purchased a product. THANKS A LOT!! That is very misleading and sneaky. The top certification agencies offer no risk refunds because they are confident in their product. The other certification I have allowed me to transfer from online course to the live workshop without fees and they simply restricted my online course availability. NCCPT your refund/exchange policy should be listed in your FAQ section or SOMEWHERE before purchase!Desired Settlement: I would like a refund and I would like to be notified that the refund/exchange policy is visible somewhere on their site.

Business

Response:

Hello,

Review: Purchased the personal trainer certifcation course and am not able to view the videos on the website. I've contact the business and have followed their instructions on updating my browser and watching the videos from a link they provided. I've sent two different screen shots during my times of trying to access the course material showing the error messages I see and the Taylor B. an employee of the business stated that the videos were down however I attempted to access when he/she stated that they were working and still the videos are not working. the course includes videos and without this I feel I will not pass the exam or learn the knowledge needed to be a personal trainer. This is a huge inconvinience for students as this is a big part of the course. I've attempted to get this resolved with the business but I am getting no where.Desired Settlement: I would like a full refund of $149 which was the discounted amount paid through Living Social.

Business

Response:

Hello,

There are thousands of customers viewing the same videos through same link,

therefore, we know that we provided access to a functioning website. There are

very rare occasions where the site may be down, to date this has happened only

twice for less than an hour.

In addition to the videos, PDF files to the manual are provided, which is the bulk

of the course, along with the Sample Test and Study Guide which were also provided.

Furthermore, if a customer purchases through Living Social, they would need to contact

Living Social to get a refund, not NCCPT. How can we refund money that was paid to

another company?

Consumer

Response:

Review: 9591536

I am rejecting this response because: I have attempted to access the videos from 2 computers. I have shown the company screen shots of the distorted videos. As I explained to them in email I would love to take the course but do not feel I should be subjected to failure because a portion of the learning material is not accessible for me. In response to livingsocial being paid for the course this is true however I'm sure they are not giving away free courses and long social keeps the full profit in that cases businesses would not sell their products or services on such site. I've contacted living social and was told to contact the company directly! I have all of this information in email if needed. If the company can not send me the DVDs then I would like a full refund. I will report this to the fair consumers business because this is unethical.

Review: signed up to obtain the personal trainer certification from NCCPT on January 2013. I completed the registration process and I started the course within three months of purchasing it. After a couple of weeks, I suffered some health issues that was affecting me at the moment, I decided to postpone the training for self care. Since my recovery I've been sending numerous emails to the organization (NCCPT) inquiring about readmission to finish the training program and obtain the certification I paid for. No one has responded to my inquiry and I am not able to find anyone in the organization would help me recover all the training material such as the online pdf files, study guides, video and other tools that are provided on their website for completion of the training.Desired Settlement: I would like to be readmitted to the training program or I would like a refund of what I paid for this training course. I've become frustrated trying to communication with the organization.

Business

Response:

Hello, I do see that Maria purchased through Groupon in January 2013. The course expires six months after purchase, however, I have added the course back into her account and have had our Asst. Sales Manager reach out to her about proceeding with taking her exam.I apologize for not having been in contact sooner, although I cannot find any record of attempted contact, we make every effort to contact customers who have expired to help them complete their course and get started on their career. We are very happy to have you back Maria and look forward to helping you.

Review: Received an email from NCCPT that lead me to believe that I was eligible for a Certified Trainer course extension for $25. There was a very small warning on the "add to cart" page of the website that indicated that some individuals might not be eligible, but the offer was a one-day offer and I was not aware of the email until 9:30pm California time on a Sunday, which is not business hours, so I decided to act on it and then call the next day to confirm my purchase. Upon making that call I was notified that I was one of the ineligible customers and the call quickly turned into a massive sales pitch. The CS rep immediately starting promoting the newly updated course material and offered me a free download of the readiness quizzes, but that I needed to pay an additional $25 and I HAD to make a decision at that moment. It's just bad business and terrible customer service to demand someone make a monetary decision on-the-spot. In my opinion, that just means they're really just in it for the money, not to help or better a person. It was first of all a misleading email, which then turned into a bait and switch tactic. I politely requested a refund and was immediately denied. So, basically this company received $25 and I received nothing. Now this IS bad business!Desired Settlement: Requesting a refund of $25.00 to my credit card.

Business

Response:

[redacted] purchased the course back in January of 2013, more than two years ago. Our policy, which is clearly stated on our website as well as provided via email upon enrollment is that a student has six months to take their exam. If they don't take the exam within 6 months, a $75 late fee will apply. [redacted] received the email offering extensions to past customers for only $25, a substantial discount, which unfortunately she was not eligible for due to the fact that it was over a year since she purchased. When she spoke with our sales team, it was not a bait and switch but rather she was offered an even larger discount since the ineligible students who wish to complete the course would then be required to re-purchase the course at $299. Adele offered her this option for only another $25. Since NCCPT has a no refund policy, Adele assumed that policy would stand in this situation, as it was the first time this has occurred. However, I have since notified her and the entire sales team that should this occur again, they should be offered a refund option.

Review: When I purchased my CPT package from them, I was told I would have 6 months to take the test. Today, when I tried to log in to take the test, the next testing time available was after my expiration date.When I contacted them about this, they asked me to pay more money and told me I was irresponsible for waiting until the last minute to take the test (I was given 6 months, I assumed I had 6 months, any logical person would take as much time as they can to study.)Desired Settlement: I would like to take my test without paying the $75 late fee since it was their responsibility to make sure their were times available for me to take the test within the 6 months.