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Business Profile

Nursing

Credentia Nurse Aide Credentialing Services

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Nursing.

Complaints

Customer Complaints Summary

  • 82 total complaints in the last 3 years.
  • 22 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/24/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 working full time and taking my cna courses as well. upon completion of my training i went and downloaded my attestation form. since the summer of 2022 it has been rejected over 5 times now. credentia has not been able to fix this problem. they have no clue why i cant take this test. and no number for me to even file a complaint. Apparently , they want an rn state number and will not except a nurse practitioner license number. and are not willing to budge on this at all? we were short staffed and at the time i worked there its all we had. its been months now nearing the winter and i am forced to work basic healthcare jobs now and not the job i want. please do something! i have been routed around and even talked down to told i should consider re -taking everything!

  • Initial Complaint

    Date:10/22/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 place is horrible. Went for my skills exam for a second time and failed due to my evaluator not paying attention. On a weight skill, she put I didn’t put the scale to 0 when I did & I also performed hand hygeine BEFORE writing down my answer. I appealed it and it was almost automatically rejected due to her putting “ NO” on the skill sheet. The lady who took down my grievance statement on the phone put I didn’t perform hand hygeine until I wrote down the score which ISN'T TRUE. My evaluator was distracted talking to her co workers & I even said “ as long as you know I did these skills at the right time” and she said yup I’ll give you credit for those. Really starting to think this company is a money grab. And plus, what’s the point of a grievance if they actually don’t investigate it?

  • Initial Complaint

    Date:10/21/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
     am a CNA in good standing in the state of PA since 2008 and for the first time, I am concerned that I may not be able to work after November 18, 2022. Before Credentia took over I never had a problem renewing my certification. As of this morning I have been denied for the 10th time. Reason given each time is "1.: not on PA employers list, verify employer's full name and resubmit application." These are the steps that I have taken per their advice...I have verified my employer's name by email and phone, my pay stub and my W2 form. I have changed the way my employer's name is written (all caps, some caps, punctuation, w/o punctuation, added their address with explanation of PA employees). After my 7th or 8th denial I opened another account to see if that would work, but I never used it because I realized that was pointless. After the 9th denial I decided to try listing them as a Nursing Home instead of an Agency...still denied. Nothing satisfies them. I have called their customer support team approximately 12 times who with the exception of one did not offer any real help except to open a ticket and "escalate." The last one I spoke to tried hard to help me as she entered specific information pertaining to my employer. She opened another ticket. I spoke to one woman who was on a higher level that was so rude and insensitive to my situation that I was afraid I would get no where with her. She blamed it on the other account and the 1 time I tried listing as a Nursing Home she didn't want to hear that I only tried these things after several denials. In fact she didn't want to hear any of it claiming I was talking over her when honestly I think it was the other way around. She stopped me when I was trying to explain that my Nursing Agency is well known and hires CNA's in PA (I pay PA state taxes!) I have done everything they ask. I have submitted everything they need. 12 phone calls, 3 emails, 3 Tickets and 10 denies.

  • Initial Complaint

    Date:10/07/2022

    Type:Customer Service Issues
    Status:
    Unanswered
    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 September 16th I paid 35$ to get my CNA license renewed. Ive attempted to call multiple times since the 16th and no one answers the phone. My license has now lapsed since it expired on October 7th and now I am unable to work! I called them multiple times and after an hour on one of those phone calls someone finally answered. They told me to send an email to them providing proof when I paid my renewal fee. I did it the same day they asked me to and that was on September 30th. They assured me my license would be renewed before my license expired. Now my license has lapsed.

  • Initial Complaint

    Date:10/04/2022

    Type:Service or Repair Issues
    Status:
    Unresolved
    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 now have two students who have attempted to schedule their written test and skills, we provided them with voucher codes. Both students' when checking out a box appeared and informed them that the particular date was taken so we went to pick another day the box appeared again however this time it did not give my students an opportunity to pick a date, took their voucher worth 135.00 and now they can not schedule the written because their voucher code appears to be used. We called together and again ticket after ticket with no resolution. These kids worked hard and now they are in limbo!

    Business Response

    Date: 10/06/2022

    We apologize for any inconvenience or delays that this issue may have caused. However, the information that has been provided did not include any information for the two students mentioned. We would be happy to investigate and correct any issues regarding the complaint once that information has been provided. Please have the students contact Credentia to speak directly with our service providers at ************

    Thank you,

    Customer Answer

    Date: 10/06/2022

    [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 contacted Credentia, and I am waiting on a follow up email related to the students' vouchers.

    Regards,

    ***************************

  • Initial Complaint

    Date:10/02/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 graduated from my class in the beginning of June 2022. I scheduled my skills exam for July 23rd, 2022. I scheduled my written exam and was able to take it within a few days and passed. July came and well.... my exam was canceled a couple days before the date. Ok thats fine I'll reschedule. I rescheduled and the only date they had available was August 8th, 2022. Well... August came around and my exam was canceled a couple days before the date. I rescheduled for Oct. 3rd, 2022 and I got canceled a couple of days ago. I went to reschedule and the only date they had was for Nov. 17th 2022. At this point I'll never be certified. I'm ready to get to work as a CNA.

    Business Response

    Date: 10/05/2022

    Credentia apologies for any inconvenience caused to the candidate. Exams can be cancelled for a variety of reasons outside the control of Credentia. The candidate is currently scheduled for November17, 2022 at 10am. It is recommended that the candidate frequently check the website for any earlier availability of dates prior to the already scheduled date they currently have.

    Customer Answer

    Date: 10/06/2022

    [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:09/09/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Credentia, formerly ******* ***, is the company that Rhode Island uses for their training of CNA's. I took the class, as a prerequisite for nursing school, and completed the course in November of 2021. I sent in the paperwork and paid to take the certification exams. I was initially scheduled to take both the written and hands on skills exam on March 23rd, 2022. A day or so before the exam I received a "reminder" email with a different day and time. I could not make that work last minute so I called Credentia and they reschuled my exams. I was able to complete the written exam online on March 24th and the skills exam was rescheduled for April 1st. I received another email on March 31st, stating that my exam had been rescheduled again for April 6th. I could not make this work because I had school that day, so I called again to reschedule the test and was given a testing date for April 15th. On April 11th I called them to inform them that I had tested positive for COVID. They asked me to send them an email with my information and a copy of the positive COVID test results from the state of Rhode Island. I sent everything in and was told they would process the information and send me a voucher number so I could reschedule my exam without paying to take the test again. I called them 4 or 5 times (I cannot find exact dates for the phone calls) and kept getting the "we're working on it" response. Three and a half months later, on July 31st, I received a voucher number and they scheduled me for Sept 9th at 8am(today). I received a phone call this morning at 7am informing me that the test was cancelled because the tester was sick. I understand that people get sick and in today's world we need to be extra cautious, however I have had this test scheduled 6 times now. Hopefully the 6th time will work out but of the other 5, only 1 of them did I cancel. They cancelled and rescheduled the other 4 tests without my knowledge or request.

    Business Response

    Date: 10/12/2022

    We sincerely apologize for the inconveniences that the complaint has encountered. We do not intentionally cancel exams and we support keeping the candidates safe and healthy. If a tester becomes ill, it is best to cancel the exam in today’s world, to safeguard all involved. We do see now that the complaint has been rescheduled for her skills exam on October 22, 2022

  • Initial Complaint

    Date:08/11/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 March 12th, 2022 I took my skills test, they came back and said I had failed which it was my 2nd time and I know I did not fail, On March 16th, 2022 I filed a grievance I was told that I would have an answer within 30-days.I did not receive an answer so I waited a few more days and still nothing. I have called several times they have told me that they will expedite it and then nothing, they then say they will put in a ticket and expedite that but that decision also takes 30-days, I still do not have an answer. It is not August and has been almost 6-months.they are playing with my life and lively hood. I have missed 2 Multicare job fairs where they are hiring on the spot with a $5000 sign on bonus, The incompetence of the employees is unbelievable. All I want to do is go to work for what I went to school for. I have calculated my approximate loss wages at $16,000 and that is at a minimum this does not include any OT or shift differential pay. I have also had to borrow apprx. $4500 to be able to pay my bills. I am in a state of depression at this time due to the employees at Credentia and their lack of compassion to fix this issue in a timely manner. I have also scheduled 2 more skills test in case they did not respond (which they haven't) and both have been cancelled and they said that there aren't any showing in the future. I was also told that I will not get a refund even though I did not cancel the tests. I am at my wits end with trying to get an answer and my next step is to contact my Moms attorney and file suit against Credentia.All I want to do is work as a CNA and they are preventing me from doing that. A job that is in high demand.

    Business Response

    Date: 09/07/2022

    Candidate received a failing score for March 12th Skills exam and was under the impression she had passed.
    Candidate submitted a grievance which was outside of her 30-day grace period and could not be considered for review, however, candidate was given a response June 9th, 2022.
    On June 15th, another response was given to the candidate in detail about her score and why those scores would be upheld.

    July 9th candidate had scheduled a 3rd attempt at Skills exam which was cancelled by Credentia (reason unknown)

    WA does allow 4 times for the candidate to sit for an exam.
    Candidate is able to reschedule Skills exam at no additional cost.

  • Initial Complaint

    Date:08/04/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    In February 14th 2022 I was improperly registered in the incorrect state to take my skills and written exam I am in E1 South Carolina trained candidate I registered to take my exams and ******** Healthcare located in **** ***** **** ** Suite *** * Rock Hill South Carolina I called when I received my results and it informed me that I had actually taken the exam for North Carolina and I was actually registered in North Carolina and not in South Carolina I've spoken to several Representatives. And pay the fee for the test four times I've been told that Rock Hill was not a part of South Carolina and was actually a part of North Carolina which to this date is not true Rock Hill South Rock Hill belongs to the state of South Carolina I was improperly registered under the incorrect State and the test that I paid for was submitted to the incorrect state I was told there was nothing that could be done to fix this error and I would have to start the entire CNA program back over because their fees are not refundable the only thing I would like is for my account to be duplicated to the right State receive the right candidate ID number for my state and have my test scores applied to my state of South Carolina instead of North Carolina I've have just beginning hung up on the run around for the past several months and I do not know what to do and all I keep hearing is no refund no refund I am not asking for a refund I am asking you all to please correct this error that you all made with my candidate ID

    Business Response

    Date: 08/11/2022

    Candidate called in and received assistance this.  Her state was updated, and she was scheduled for Written on 8/5 (she was a No Show). Her most recent activity was on 8/9, when she rescheduled her Skills exam on her own several times. The most recent date she has rescheduled her Skills for is now 12/30/2022. System emails have been sent to her as well to update her on her changes.

    Looks like this has been resolved

    Customer Answer

    Date: 08/11/2022

    [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:07/25/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 taken both the written and skills exams. Skills was completed 7/8/2022. I have rec'd confirmation of passing both. My information has not been reported to the NC registry yet. I have placed numerous calls to the NC registry in which they say they have emailed you each time inquiring of the status. I have called Credentia numerous times to get the run around and they told me to call NC registry ? which makes no sense since the information has to be provided to them from Credentia. Also, I requested to speak with a Manager as according to the NC registry this information is to be provided within 2 to 5 business days and I have been told there are no managers, but then she said she would ask her manager?. I have a job I am getting ready to start and I need my information provided so I may have my license # to give my employer. I need to have this information by Wednesday the 27th. The instructor also denied me of my accommodations at the skills test.

    Business Response

    Date: 07/27/2022

    Candidate is on PA Registry. We do not handle the registry for NC, but we were able to verify the candidate has been updated.

Credentia Nurse Aide Credentialing Services is NOT a BBB Accredited Business.

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