Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/02/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I passed my med aide class 9/20/23 I was not able to schedule for the test because the system says I already have an application on file. I call they submit a ticket and that takes up to 7 business days. I receive an email saying problem fixed log into submit application. Still doesn’t work. They submit another ticket same issue. I have lost job opportunities because of this and has set me back till next year. Not ok

• Initial Complaint

  Date:10/31/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is in regard to not receiving my scores for a skills exam I took on 10/20/2023. Today it is 10/31/2023, and the timeline Credentia provides for you to receive a score is 24 hours. After that, they ask you to call their Customer Service line, but there is no one working the phone lines. The testing site confirmed they sent my score to Credentia, and that this is on Credentia's side to fix. I called Credentia's customer service line and they said it's a problem with their system and to "be patient" but didn't tell me when it will be fixed. Since then, I have tried calling Credentia's customer service line again for updates multiple times a day and no one picks up. Is anyone working at customer service there? I continuously wait for 2 hours by the phone waiting for someone to pick up, only to hang up because I'm not sure when they'll pick up. This is ridiculous because I know people who took their skills exam at the same site after me and have already received their scores. This delay in receiving scores is only happening to a dozen of us who tested on 10/20/2023 in a location in Northern California. Credentia, provide a customer service email so people can have a paper trail of their attempts to contact you and fix the problem with your system so that candidates who tested on 10/20/2023 in Northern California receive their score.

• Initial Complaint

  Date:10/26/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 23, I was scheduled to sit for the *** examination, a significant step in my pursuit of a career in healthcare. However, a sudden illness rendered me unfit to attend the examination on the scheduled date. In accordance with the established protocol, I promptly informed the relevant authorities of my situation and requested an excused absence from the examination. Regrettably, my request for an excused absence was denied without providing any reasons or alternative solutions to accommodate my circumstances.Subsequently, recognizing that I was unable to fulfill my commitment due to circumstances beyond my control, I made the additional request for a refund of the examination fees I had paid. I believe that this was a reasonable request considering the circumstances, as I was unable to avail myself of the services provided due to my illness. However, to my dismay, this request was also denied.The denial of both my excused absence request and my refund request . I am deeply committed to my aspiration of becoming a Certified Nursing Assistant and diligently prepared for the examination. My inability to attend the examination due to unforeseen illness was not a decision made lightly, and I believe it is unjust to be penalized for circumstances beyond my control.I respectfully request that your office conduct a review of my case, taking into account the exceptional circumstances that led to my absence and my request for a refund. I seek your guidance and intervention to ensure a just and equitable resolution that allows me the opportunity to retake the *** examination or receive a refund of the examination fees.Thank you for your attention to this matter, and I am available to provide any further documentation or information required to facilitate a resolution. I eagerly await your response and remain hopeful that a fair and equitable solution can be reached.Sincerely,*************************** 06/11/1991

• Initial Complaint

  Date:10/20/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 17th 2023 I booked my written CNA exam as well as my skills CNA exam with credentia. I paid $45 for the written and $110 for the skills, for a grand total of $155. On July 21 2023 I took my written exam. My skills exam was scheduled for Sept 30th in a city 1 hour away from me. After learning of Washington States change with their skills testing I called credentia on September 29th, the night before my exam, to confirm the exam had no been canceled. I talked to a female customer service representative who confirmed the test wasn’t canceled. After driving 1 hour to the testing site I showed up and the building was empty and locked. I called the customer service line again and at this time they informed me my test had been canceled. At this time Credentias website still wasn’t showing the test as canceled, I was advised I would be refunded once the status was changed to “canceled.” After a week of waiting for the status to change I called back to Customer service at which time they sent a request for the test to be marked canceled and for my payment to be refunded. Finally on October 5th my exam was marked as canceled and I was given a notice that in 7-10 days the payment would reflect in my account, in reference to my request for a refund. On October 10th I rescheduled my skills exam through the CNA school using Credentia, and was told $100 was due again. Today, October 20th 2023 I called Credentia again to follow up on my refund and the Customer Service Representative informed me that they will not be refunding me and that they were supposed to waive the fee for the exam that was scheduled on October 10th through Credentia. They will not refund me any of the money. They lied and mislead me purposely to believe I would be receiving a refund and to pay for the test again. Their wording in their response to my refund request implies the request was approved. They did this to get more money out of me.

• Initial Complaint

  Date:10/03/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently completed the med aide nursing home program and received an email from my school saying that we are able to schedule exams but if the button to register is grayed out we are to call and ask for the button to be enabled. I have called multiple times and have hardly been able to get in touch with anyone and when i do they say that they will resolve the issue within 72 hours and this has happened twice and the button is still not enabled. I have reached out to the support team and they have also said the problem would be resolved in 72 hours and i have yet to hear anything and the button is grayed out.

• Initial Complaint

  Date:08/29/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have received the information about my grievance, and I do not agree with the results. The RN that reviewed the case regurgitated what was said on the score sheet and did NOT give any consideration to what I had said. They had obviously taken the side of the evaluator, as well as failing to recognize how the test center and evaluator failed to follow state guidelines for proctoring. If the RN had noticed, they would have known that they passed another student but they had failed a critical element during urinary output. I had given proper correction, and the evaluator had CHOSEN to give me a failing score in a moment of discrimination. (gender and sexuality wise). Don't give me entendres about how grievances are reviewed once. IN my eyes, that RN did nothing. The state did not review it. The customer service agent even said that Credentia reviewed the grievance. YOUR COMPANY signed the letter... not some state individual. My candidate ID is *******.

• Initial Complaint

  Date:08/22/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was rejected from taking the skill exam because I did not have two forms of ID, but the information that I received was in regards to taking the paper exam and not the skills exam. When I took the exam online days prior I had the two forms of ID and was cleared. I had to travel to a location 80 miles away from my home only to be rejected due to not having two forms of ID: I sent proof that I only received an email about one state issued ID and my request to retest was denied and I received a copy of the handbook for credentia. I am not nor having I ever been in CNA school so I am not familiar with the handbook: I applied for the CNA license because the RN program I am currently in said we were allowed to become CNAs based on completed courses. I spent my last $140 on this exam in hopes that it will allow me the financial freedom I need to help pay for my nursing degree. I am not asking for a refund but I am asking to be able to reschedule my exam.

• Initial Complaint

  Date:08/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I re took my cna skills exam yesterday, the first time I took it on the 29th of last month and the evaluator said that I missed half a range of motion step. This time I had the exact same skills. The evaluator was extremely mean and rude. She even told me to shut up when I was the patient for the other candidate. She ended up failing me for 2 steps on handwriting, and 3 steps on blood pressure even though I did everything to a T. I believe she was extremely prejudice against me and treated me a certain way because of either how I look or She did not like me being positive and encouraging to the other candidate. The first time I took skills the evaluator passed my partner/candidate even though she missed several steps including not putting gloves before placing a bed pan, my weight was off by 3lbs, I gave her a hit on my shoes before standing me, an call light on 2 skills. I by all means should have passed yesterday but the evaluators that credentia hires are complete *****. They should not be evaluators unless they have first been cna, and they should not discriminate based on race/culture. I would like my skills exam yesterday to be re evaluated. I cannot afford another $85 because I am a single mom of 2 with no income. I put all of my money into my cna class and state boards. I have nothing left. I also believe I'm being discriminated against because of my past record in losing my cna license 6 years ago. Please help me resolve this issue. I would like to work but I cannot when the evaluators hired by credentia choose to pass only certain people because they get more money in failing the majority.

• Initial Complaint

  Date:06/30/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This started when I reached out to BBB about a grievance of Credentia & how an absence was being held against me. It was resolved by receiving a free exam voucher to reschedule the next one. It was scheduled on 4/14/21 to be taken on 4/22/23 2:30pm. The day arrived, everything went good w/the protocol requirements before the exam, but when it came time to take the exam; I couldnt click on "get started" to proceed into the exam. The proctor states that it was a technical issue on their end & that I have to reschedule. So, I rescheduled again on 5/20/23 for 5/21/23 @ 3:00pm. The exact same thing happened again on that day as well. Once again the proctor is ensuring me that everything will be fine & 100% guaranteed it wouldnt happen again. They also have it recorded, (due to them telling me that they record & monitor everything for the exam). I tell him that I only have till May 27th, 2023 & the 2-years will be up & expired. He again ensured me that it would be fine. On 5/26/23 I try to reschedule the exam, but couldnt due to an error on the bottom of the screen"object reference not set to an instance of an object". I call customer support @ 11:44am. They said they see it & to give it a couple days for the technical support to fix it & I would still be able to take the exam. When 5/29/23 comes, the application pops up to apply to schedule the exam. As soon as I do, I receive a rejection email. I call again & the representative submits a ticket for the supervisor to call me. The only thing I receive is an email stating that it is past the 2-year mark & that I would have to retake the entire class & then reapply for the Medication Aide exam. I maneuvered everything in my life around for the exam TWICE. If this doesnt get resolved here, I will be going to the Attorney State General & the Consumer Finance Bureau as well. Something needs to be done & ensuring that their won't be any "technical errors" on their end that they set up to ensure that people fail the exam.

• Initial Complaint

  Date:06/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 9, 2023 I took the skills exam for my Cna recertification. I did all 5 skills and received an email that my exam was cancelled! I paid $95 for this test and waited 3 months to take it and all theyre telling me they my skills exam was cancelled with no explanation! I can not get in contact with the test examiner or nobody thats higher up that can give me an explanation on why my exam was cancelled. Im trying to get back to work and they are playing games that I really dont have time for.