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:01/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 took the written test on 12-12-22 had to wait for an open testing date for the skills portion of my CNA test. I completed my skills exam on 01-06-23. I have not been placed in the registry yet. I am already in the system as a nurse aide MY YEAR just needs to be updated. I tested and passed there is no reason it is taking so long to update a number. All of the information will stay the same including my certificate number. Just my year needs to be updated 2005-2025 they should have kept ******* ***. I also provided proof of my passing both test.

  Business Response

  Date: 01/31/2023

  Thank you for contacting us regarding your certification. This has been resolved. We are showing that your dates of certification have been updated with the registry. We apologize for your inconvenience and experience. We take every candidate's complaint seriously and this was an uncommon occurrence regarding incorrect registry dates.

• Initial Complaint

  Date:01/17/2023

  Type:Delivery Issues
  Status:

  AnsweredMore 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 not been able to get a CNA Skills Exam because every single time I schedule a date and time at a testing center, it is canceled. I have had 4 different exam dates canceled within the past year. I lost my job at the end of 2022 because I can't get my license because I can't get a test date that doesn't get canceled. Credentia has literally more than 100 1 star reviews on their ****** page. I really hope someone addresses this because people are losing their jobs and the state of Colorado needs CNA's. When this company was Pearson Vue I had absolutely no problem getting in and taking my test on the day I scheduled. When you wait months in-between, thinking you can test, then it's canceled and you have to pick a different date that is months out... then that one gets canceled. It's a horrible cycle and it's been a full year and still can't get in to test.

  Business Response

  Date: 01/24/2023

  In reviewing the account of the complainant, we show that some cancellations were due to weather conditions, at which time attempts were made to reach the candidate. When possible, a voicemail was left informing of the reason for cancellation. Credential makes every effort not to cancel exams, but sometimes reasons are beyond our control. Candidates always have the option as well to seek other possible locations other than where they initially scheduled their exam, to travel to be able to test. We also see that several events were also rescheduled by the complainant herself, and not cancelled by Credentia. As of today, 1/24/2023, we show that the complaint is scheduled for testing on 1/27/2023 for her Skills exam at 11:30am MST. 

• Initial Complaint

  Date:01/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 company has not allowed me to take the Med Aide Exam since last year in October 2022 since I passed the Med Aide Course at *********** Community College. Every time I set up a schedule appt to take the test and when the time comes to start the test online. The examroomai makes excuses stating that something is wrong with my computers such as it's too old? Or my computer is not compatible?? Are something else they are trying to make up lies about both of my computers. I must have made at least 6 or 7 scheduled appts plus appts I never made when they are just out the blew set up appts themselves. They not supposed to do that, but these are not honest people that are running this organization. That's why I don't understand why, the N.C Medication Aide Registry would even allow Credentia to work under them. They should have kept ******* ***, because at least they would have allowed me to take the Med Aide and not block me from taking the test like Credentia blocked and lied to me about my computers. Credentia blocked me from taking the test many times and lied about my computers and they lied about the library computer. Yes! they made excuses that the library computer they said they could not find a camera and the camera was there? Then they said the firewalls was blocking them from getting through the library computer? Now I had to make schedule another appt to take the test and find another computer because every computer I used in my home they stated it was an issue. I need to get my MED AIDE LICENSE so I can get a job, and Credentia is blocking me from taking the test! Something needs to be done about this major problem that they created, because I paid money to take this test and they will not take my money and get away with this. They need to allow me to take this test, or I will contact the Med Aide Registry in NC.

  Business Response

  Date: 01/13/2023

  We are sorry to hear of the experiences the candidate has shared in her complaint. We strive to make each candidate's experience a positive one. In researching this, we discovered that several cancellations were made by the candidate herself and not Credentia. We also were able to see several occasions where our IT team attempted to assist the candidate. Please see below: 

  October 29th - Rescheduled Provided - Incompatible device. 
  The candidate was getting disconnected multiple times while testing, requested remote access, and ran a system test Since CPU usage was 100% and the processor was too old. Advised the candidate to reach us back with a different computer, the candidate was unable to arrange one and ended the remoted session and got disconnected from the chat.

  November 9th - Login Assistance -
  The candidate was unable to log in to her yahoo account to get the login credentials, she hung the call up while assisting. Later the candidate stated she would log in with a different laptop since she is facing issues with her laptop.

  November 9th - Rescheduled provided -System not compatible. 
  The candidate reached us on the chat as she was unable to start the exam, later requested remote access but the candidate's computer was not compatible to take the exam, informed the candidate to log in with a different computer but the candidate did not get a different computer for the later arranged call.

  November 9th - Reschedule already Provided - 
  The candidate reached us on call and requested a reschedule as she was facing too many disconnections,advised her to log in to our portal and reschedule accordingly. 

  November 9th - We can see that multiple calls were made on November 9th to the candidate to assist her with the exam, but the candidate was unresponsive over a few calls, and also the candidate ended the calls abruptly. 

  December 9th - Not able to start the exam - Library computer - Candidate was unable to start the exam and requested remote access when inspected candidate was facing camera issues and she was on the library computer, so we did basic troubleshooting to resolve and informed the candidate to restart the computer and check once, but there was no response later arranged a call.

  December 9th -Canceled - Not able to start the exam - Library computer.
  The candidate stated her system was approved however we could not find any details regarding the TV approval and the candidate was not providing access to TV. Informed to reach us with a personal laptop or to provide access to check on the library computer. No response over chat and the candidate was connected over call and informed she would reach us back after 15-20 minutes - Issue: Camera issue, system not able to detect the camera.

  January 10th - Canceled  
  The candidate reached us over chat for login assistance, no response from the candidate over the chat arranged a callback. Got redirected to VM and sent an assistance email. 
  The candidate reached us over the chat again and stated she did not have a camera for the laptop and also said that she would raise a complaint to the NC Nurse Aide registry and claimed that she has not received any response over a call when she contacted us. Took the contact number and when tried to reach over the call got redirected to voice mail again.  

  Also, we can see that the candidate hung up the call abruptly multiple times on all such other dates when the call agent was trying to assist the candidate with the concerns.

  Given all of the above, we have made it possible for the candidate to schedule her exam again. In order for her to take her exam. it is important that she has a compatible computer, which she has been advised of several times. The Candidate has been notified that she has 14 days from her last exam on 1/10/2023 to submit an Excused Absence so that she can take her exam without having to repay. 

  Customer Answer

  Date: 01/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: both of my computers were not old and they were capable to use when taking the test. I ask Credentia to show proof to me that my computers was not working correctly and they have not yet done that. So how I know they are telling the truth or not? And since I needed to take the Med Aide test to get a job. I had to go and try to take this test at the library because the examAI kept making excuses about my personal computers. I had no other choice but to go to the library to use their computer. Again the examroomAI stated that the computer at the library had no camera and that the firewalls was connected to the computer and I can't use that one. The librarian told me to tell the examroomAI at that time that the camera was connected and the firewalls was to stop someone from hacking their computers. I will get my proof from the library and will present it to the examroomAI. But still Credentia and examroomAI has never shown any proof that the computer at the library has these problems yet? They are saying every computer I use has some type of major problem but again not sending me no proof that these problems have occurred when I try to take the Med Aide. They need to be honest and tell the truth by showing evidence of proof then? On January 10th, the examroomAI did the same thing towards me at the Goodwill about the computer and I had more witnesses saying that I tried contacting them when I had issues not being able to locate the camera and microphone. The examroomAI told me on the phone that I didn't communicate with them for about 15 minutes and they claimed I was absent so they accused me of an excused absence and I was there. They argued with me on the phone when I told them that I was present at the ******** trying to take the test. They ignored me and still out me down as an excused absence on the dashboard. And they told me they did not want to talk to me when I told them the truth on how they were treating me so badly on the phone. So, the next day I was to locate the manager from ******** to verify to Credentia that I was not absent that the cameras had seen me there on the computer trying to take the test. The manager spoke with Credentia about the situation and wrote the letter so I can take the Med Aide test. The examroomAI finally approved me the other day. If I would have never got the support I needed the examroomAI would have continued to delay me by saying I was absent at ********. If I was absent how I was able to communicate with them on the computer and the staff members seen me there. Therefore they can verify that I was present. So they need to think before they say I was absent for the test?
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 01/31/2023

  Per our prior response and reviewing recorded and documented phone calls, the complainant was given information which is standard practice and protocol to all candidates who may have missed an exam. The complainant was adamant that she was not going to follow the directions set in place to assist her. We can only provide the resources, but unfortunately if candidates decline to accept, we can do nothing beyond what is outlined in our policies and procedures. We do show that the complainant has since taken her exam that was referenced in this complaint.

  Customer Answer

  Date: 01/31/2023

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:12/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 applied for my cna renewal back in dec 2021 through credentia. I was in rehab at that point in time in which I had to speak on the phone with them to get my license renewed. I just had to go and renew my cna license again through them in which I tried to do it via the phone again and they would not I also was told 72 hours and as of dec29 it has been 72 hrs I reached out again and was now told 3-5 business days I spoke with a woman named **** as well as ***.

  Business Response

  Date: 01/04/2023

  The candidate submitted her renewal application on 12/27/2022 and it was approved on 12/30/2022. The process for renewing a license is no longer via phone. Each candidate has to log into their profile and submit a renewal online. Once the renewal is submitted the expectation for review is 3-5 business days (does not include weekend or holidays) per our handling guidelines. We do not see a basis for this complaint, as we worked within our timeline and the timeline that the candidate was provided when she called in for a status. 

• Initial Complaint

  Date:12/29/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 paid for the exam and scheduled it for November 4, 2022. I took the day off work, but Credentia canceled my exam 24 hours prior. It was a last-minute decision! In order to reschedule my exam, I had to call in. My appointment was at 9:00am, but I arrived 30 minutes early. There was no heat at all! The only heating source is a space heater! The whole building was COLD. To stay warm, we sat in our cars. Proctoring the exam was also training at the same time. At 2:30pm, we finally got our IDs checked and left at 4:30pm. She walked about and didn't have any form of care while I was trying to talk to her. Additionally, I had to pay exam for my daughter's babysitter. Credentia's test proctor for the skills exam is beyond disappointing! I followed the steps in the handbook for a skill. This test proctor said it was wrong after showing her the steps in the handbook. I filed a grievance from. they investigated only the proctor and sent an email week late saying the decision is final and there is nothing else that can be done at this time. I have pictures and video of the condition of the building, and no one reached out to me for that information to be including in the investigation.

  Business Response

  Date: 01/13/2023

  We are truly sorry to hear of your experience. Per our records, it does show that the candidate has been rescheduled to take an exam on January 27, 2023. We also will investigate the claims made of the condition of the facility mentioned in the complaint. 

  Customer Answer

  Date: 01/17/2023

  You guys already email me to send pictures and no one followed up back with me since I sent those pictures over. And  I had no choice but to pay for the 3rd to to do my exam over. I had no choice but to reschedule so I can apply for my desired nursing program.all that complain I wrote the only thing you can respond with is I rescheduled my exam for 26?. This is ridiculous that yall are taking people money and expect the to do/pass an exam when the conditions of the facility are so bad. And I will be filing a complaint with the board of education and nursing and attach my picture as evidence. Rude unprofessional nurse . I know she didnt like me and off the bay I could have tell she was racist and I am speaking from experience because I have encountered her twice!!need these issues to be resolved asap. And I need someone to reach out to me regarding this. . 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:12/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 scheduled to take my written and skills exam on 12/23/22. After driving an hour and a half and waiting 45 mins past our scheduled time in the cold, our group of 35+ CNA students was told to go home because the proctors didn't show up. I called Credentia immediately asking to help me reschedule my exam and they told me I needed to wait until the end of the day when the system updated. I have been checking the system regularly for the past 5 days and have called several times but they keep telling me to wait. If I'm not able to take my test in the next week, I will miss deadlines to nursing schools that I've already spent thousands of dollars applying to. On 12/27 I called again and Credentia created a support ticket saying that once my exam is marked as a no show I can submit a form for an excused absence so I can reschedule my test. I was told the issue would likely be addressed that day. I have waited an additional 36 hours and nothing has changed. As of now, there are no tests available before Jan 10th, which is the last possible day for me to take the test. I have asked them to add me to a class before the 10th and give me priority, but they said nothing can be done. Their incompetence is unacceptable and they are ruining my chances of getting into nursing school this fall. How disgusting.

  Business Response

  Date: 12/30/2022

  Thank you for bringing this matter to our attention. Credentia sincerely apologizes for your experience. We strive to make each candidate's testing experience an easy one. We do see that you are now scheduled for both your Skills and Written exams on January 20, 2023. 

  We will be investigating this matter thoroughly to find the cause for the situation. 

• Initial Complaint

  Date:12/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Submitted my CNA application to DOH in October but they needed Credentia to fix something. So I called Credentia and they put in a request to fix the problem 11/4. Its been over a month and not a single f****** thing has been done. They keep having me call back and sit on hold 1-2 times PER WEEK. Sitting on hold for 30+ minutes. Still nothing. Can you guys do your job?? Literally all they have to do is change my 2014 exam results from saying exam passed to showing the scores received. Not only is my time being wasted while I sit on hold just for them to re-escalate my ticket for the 10th time, but I cant start working until they fix it spent 2k re-training as I had gotten certified previously in 2014. So, out 2k AND a job, meanwhile Credentia couldnt care less. Horrible company and have never had such a horrible experience.

  Business Response

  Date: 12/30/2022

  Thank you for your patience in this matter. Per your inquiry, so that we can investigate your missing test scores from 2014, please submit any additional information to [email protected]. Any supporting documents that you may have received with your test results, location of the exam, etc. would be helpful in assisting us with the research. 

  Customer Answer

  Date: 01/11/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  I have already provided this information and you have yet to do anything after months of waiting. Might look into suing due to this affecting my wages and paying fees to DOH when you guys still cant get your **** together.
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:11/30/2022

  Type:Product Issues
  Status:

  AnsweredMore 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.

  My CNA license expired on October 18th 2022 and I was given notice 90 days prior that it was going to expire the email that I got gave me a confusion that I had 90 days to renew after expiration. I called numerous times Between before before renewal was necessary and A hospital visit to pay for the renewal and I was 12 days late according to the calendar not 30 business days. I offered to show them that the 30 day. To renew the license even though I was given time before the license to pay they told me it was no excuse and was very rude And that covid was not real but unfortunately I was in the hospital October October and released November 1st for covid 19 then a few days lasir I was diagnosed with flu a both documented one was a hospitalization and the other was a doctor's care visit with the results. They told me I should have given my log in information to someone else or next to the hospital badd took care of my certificate and almost chuckled at me. I asked for a supervisor numerous times over the last few days I even on November 11th with my teacher try to log in With no success it just kept saying in valid email. My teacher for the CNA classes keisha haze at professional development and training services says the old company before bought now Pearson would never treat anybody this way and she has never seen an issue with someone being 12 days late. I have tried to resolve this with doctor's notes or speaking with the supervisor and I've exhausted my resources and I cannot afford to hardly pay the renewal fee let alone take the test of a $180 to get it back to date I don't seem like this is fair and they just want my money and they were very inconsiderate. Please help me get Get them to do the 30 Business rule instead of 30 days including weekends and it would still be renewable or help me let them accept my doctor document so I can pay the renewal instead of take the tests and pay more I have never felt so so destroyed when they refuse to take my doctor's notes Sincerely ******** ****** Also on 3 separate occasions I have called them and gave them my change of name it is ******** **** and my change of address and every time I call I still have to give them my old one So the license would have came in the wrong name regardless

  Business Response

  Date: 12/12/2022

  Per the candidate's inquiry, we are showing she is current on the registry for South Carolina. The candidate can log into her Credentia profile to see the current updates. 

• Initial Complaint

  Date:11/01/2022

  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.

  Hello, I've been trying to renew my nurse aide registry before it expires on November 8th 2022, I've been in contact with credentia on three occasions since October 25th 2022 and I've been told I need to setup a account with credentia, so I do just that which was supposed to provide a way for me to renew my license but once I'm in the system does not have any idea who I am saying I can set up a exam to get my license which I've held since November 8th 2000 over two decades ago, no representative has asked me for my registry number, no representative has done anything but tell me they'll open up a ticket and wait for the company to contact me, I don't have time for the call back I recently started a job with a hospital and they say no license I can't work, which is what I'm afraid of I'm in need of my license my family is dependent on my income and credentia is not doing what they promise, which is make my renewal process simple

• Initial Complaint

  Date:10/25/2022

  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 scheduled my exam for October 25th at 12:05 AM instead of PM - an honest and small mistake. I called customer service and was told I couldn't do anything about it except wait 24 hours and pay another test fee to reschedule. The representative I talked to and my CNA training program administrator both say that this happens all the time. If this is true, why is there no protocol for simply rescheduling without having to repay? Many of us going for our CNA do not make much money in the first place and have had to take time off of work to get this certification. It is extremely costly to have to pay for a very small mistake. I do plan on rescheduling because I'm already near the end and can't take the test through another company. My honest mistake should not cost me a week's worth of groceries. I just want a refund.