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:06/26/2025

  Type:Order 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.

  Subject: Formal Complaint Against CGFNS / TruMerit Delay and Unethical Business Practice To: Better Business Bureau CGFNS ID: ******* Dear ********************** am writing to file a formal complaint against CGFNS International (now operating as TruMerit) for failing to provide services as promised and engaging in questionable business practices that unfairly pressure applicants into paying additional fees.According to CGFNS, my Credentials Evaluation Service (CES) Academic Report was to be completed within four weeks or less after receiving all required documentation. All necessary documents were submitted ( did pay $485 Order fee) and my application has been marked Ready for Review since May 28, 2025. As of today, more than four weeks have passed, yet I have received no meaningful updates or explanation for the delay.I have made multiple attempts to contact CGFNS for clarification. Instead of providing assistance or a realistic timeline, I have repeatedly been encouraged to pay an additional $425 for their extended review service in order to speed up the process. This appears to be an exploitative upsell tactic, pressuring applicants to pay more for services that should be completed on time as originally advertised.This delay is directly impacting my ability to proceed with professional licensing and employment opportunities in the *************. I believe CGFNS is not honoring its stated timelines and is misleading applicants with hidden or coercive fee structures.I respectfully request that the BBB investigate this matter and hold CGFNS accountable for failing to deliver timely services and for engaging in unethical business practices. I also request that CGFNS immediately provide a clear update and complete my CES report without further delay or additional cost.Thank you for your attention to this matter.Sincerely,Durjahan Yazyyeva!

  Customer Answer

  Date: 06/30/2025

  Hello,

  I am writing to confirm that my previous complaint regarding the delay in the processing of my CES Academic Report by CGFNS has now been resolved to my satisfaction.
  

  I have received the necessary response and action from CGFNS, and at this time, I no longer have any complaints or outstanding concerns regarding the matter.

  Thank you for your assistance and attention throughout the process.

• Initial Complaint

  Date:04/08/2025

  Type:Order 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 applied for CES report on January 10th 2025. They have my all the academic documents since 2022 when I applied for license report.On January 10th i uploaded my identity document, they approved and waived the requirement then in the end of March 2025 they have asked me to submit the ** document.This is negligible of them and slowing down my process. I want to apply for masters admission and it's been almost 3 months I'm still waiting for report.I hope you can help me with this concern.I appreciate your time.

  Business Response

  Date: 04/11/2025

  
  Dear Mr. ******* *******, Better Business Bureau:
  
  Attached is our response to the complaint.
  
  Sincerely,
  
  ***** ******, BA, JD
  Director of Standards
  TruMerit
  **************************************************************
  Phone number ************** | ********************

• Initial Complaint

  Date:04/07/2025

  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 have submitted a request for a VisaScreen certificate. The initially needed my undergrad document to go along with my master that I submitted, so I did that. However when they communicated back the request they indicated on my Masters line that "additional documents are required." Now they have received and confirmed my Undergrad documents, but the Masters line is still showing that documents related to my masters haven't been received. But, all documents have been received for several weeks, they have confirmed that on the phone. They keep saying they have sent a note to the "evaluator" but that's it. And since my file isn't "Ready for Review" 1) the evaluator could potentially not even be reviewing it and 2) I dont have the option of requesting an expedited service. Customer ********************** and communication to the consumer is severely lacking.

  Business Response

  Date: 04/22/2025

  Dear Mr. ******* *******, Better Business Bureau:
  
  Attached is our response to the complaint.
  
  Sincerely,
  
  ***** ******, BA, JD
  Director of Standards
  TruMerit
  **********************************************************************
  Phone number ************** | ********************************
  

• Initial Complaint

  Date:04/05/2025

  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 am a registered nurse who completed a 3-year Clinical Nursing Diploma in ******** in 2006 and worked as an RN for over 12 years in the ***. I was evaluated and licensed as a Registered Nurse in ********, passed the NCLEX-RN, and held active licensure. However, CGFNS evaluated my credentials for Arizona licensure and incorrectly determined that I qualified only as an LPN. This is a clear error that contradicts my previous evaluation and licensure.Complaint Details:I submitted all documents to CGFNS and requested a correction with supporting evidence (diploma, NY RN license, experience letters). Despite follow-up attempts, I have not received a correction or adequate explanation. This error is blocking my license transfer to ******* and affecting my employment opportunities. I request a full re-evaluation and correction of the credential report to reflect my proper RN status. If CGFNS cannot provide a fair and timely resolution, I will seek legal support and report this issue to the ******************* of Nursing and other relevant authorities. I look forward to your ************* regards,***** **** DOB: ********** CGFNS NO: ******* ************

  Customer Answer

  Date: 04/08/2025

  I hope you are doing well.

  I am writing clarification,  my credential evaluation report submitted to the Arizona Board of Nursing (ABON). The report mistakenly lists my credentials as qualifying for a Licensed Practical Nurse (LPN) rather than a Registered Nurse (RN). I hold a three-year nursing diploma from an accredited school in ******** and have 13 years of experience as an RN in the ***. I also passed the NCLEX-RN exam and am licensed as an RN in *********
  Despite similar qualifications, my colleagues received the correct RN evaluation, which raises concerns about why my evaluation was processed as an LPN. **** advised me to contact CGFNS, but my attempts to resolve the issue have been unsuccessful, as I was not given clear guidance on how to proceed.
  Given that my credentials have been recognized as qualifying for RN licensure by multiple authorities, I request that my evaluation be reviewed and corrected. If an investigation requires a $295 payment, I believe this error was not caused by me and kindly request that CGFNS cover the investigation costs.
  Thank you for your attention to this matter, and I look forward to your assistance in resolving the issue.

  Business Response

  Date: 04/11/2025

  Dear Mr. ******* *******, Better Business Bureau:

  Attached is our response to the complaint.

  Sincerely,

  ***** ******, BA, JD
  Director of Standards
  TruMerit
  **********************************************************************
  Phone number ************** | ********************************
  
  

  Customer Answer

  Date: 04/18/2025

   Request for Clarification and Reconsideration of Evaluation Decision
  Dear BBB Representative,
  Thank you for your response to my concern. However, I would like to respectfully clarify and provide further information regarding my background and credentials.
  While your evaluation noted that the minimum admission requirement for the Clinical Nursing Diploma program in ******** was 10 years of education, I would like to emphasize that I personally completed 12 years of primary and secondary education before entering the program. This is supported by my **************** Leaving Certificate, which I submitted with my application.
  In addition to being evaluated by the ***********************************, I was also evaluated and accepted by *********************** (***) in *****************, where I am currently nearing completion of my BSN program. Furthermore, I was professionally evaluated and licensed by the ********************** and worked as a Registered Nurse (RN) for 12 years in the ******************** before relocating to ******************
  It is also important to note that the title Junior Clinical Nurse in 2006 in ******** was equivalent to a newly graduated Registered Nurse, not an LPN or vocational nurse. This is further evidenced by the fact that many of my classmates from the same school, same program,and same graduation year, were evaluated by CGFNS and determined to be equivalent to Registered Nurses. This raises concerns about consistency in the evaluation process.
  Given this context, I respectfully request a re-evaluation of my academic and professional credentials, or at the very least a clear explanation of why my evaluation differs so significantly from others with identical qualifications.
  Thank you for your time and consideration. I look forward to your response.
  Best regards,
  ***** ****
  
  

• Initial Complaint

  Date:03/26/2025

  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 did apply for a CES report on november 19 2024. Come to ************** of nursing MA had not received CES report. When I called cgfns they told me that I need to put my address and identity that was what was pending. I did and waited for sometime.still nothing.when I called again they told me I needed to send a form to my nursing council in *****..I asked them when I called earlier why was I give half information but I sorted it. On 3/6/2025 the form was submitted. Later I called and was told to wait for 5days which I did. Afterwards I called again and I was told it's 10days not 5. I still waited but I kept calling only to be told different stories till today. Yesterday I called again and was told there has been a misunderstanding the form has been forwarded and should be ready by tomorrow that's today. I called today only to be told they did not receive the form so I need to have it resubmitted. I have not Been working because of this issue. It's not fair at all.i have a family and they depend on me. Kindly assist me to know what's happening . ID number of ********************** is *******

  Business Response

  Date: 04/07/2025

  Dear Mr. ******* *******, Better Business Bureau:

  Attached is our response to the complaint.

  Sincerely, 

  ***** ******, BA, JD
  Director of Standards
  TruMerit
  ********************************************************************
  Phone number **************
  

• Initial Complaint

  Date:02/20/2025

  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.

  Dear ,I am writing to formally complain about to request a full refund of $295. I initially submitted my request on February 10, 2024, selecting the option for my report to be sent to the ********************* Nurses of ************************* (*****) in ******. However, I recently received an email stating that Canada is not an eligible destination and that my request was canceled.This restriction was not communicated before my payment was processed, and had I known this, I would not have proceeded with my request. The fact that CGFNS accepted my payment and order before informing me of this limitation is misleading and unacceptable. Since the service I paid for is not being provided, I believe it is my legal right to receive a full refund.Furthermore, I am currently living in ****** and preparing for my RN licensure, and this unexpected issue has significantly delayed my application process. The ***** requires the *** report to be sent directly from CGFNS, and now, due to this issue, my licensure process is at risk. This delay has placed me under significant stress, and I find it unacceptable that CGFNS refuses to send my report despite accepting payment for the service.Given the circumstances, I request:1.A full refund of $295 since CGFNS did not fulfill the requested service.2.A clear explanation of why CGFNS does not send *** reports to ****** despite having accepted payment for it.3.Immediate action to resolve this issue and prevent similar problems for other *************** regards,**** ***** ***** ****** ***** CGFNS ID Number: ******* Email: ************************

  Business Response

  Date: 03/06/2025

  Dear Mr. ******* *******:

  Attached is our response to the complaint.

  Sincerely,

  ***** ******, JD
  Director of Standards
  CGFNS International******
  *****************************
  **********************
  Phone: **************
  E-mail: ************************************************************
  Website: ****************************** 

• Initial Complaint

  Date:02/20/2025

  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.

  Dear , I am writing to formally complain about to request a full refund of $295. I initially submitted my request on February 10, 2024, selecting the option for my report to be sent to the ********************* Nurses of ************************* (*****) in ******. However, I recently received an email stating that Canada is not an eligible destination and that my request was canceled. This restriction was not communicated before my payment was processed, and had I known this, I would not have proceeded with my request. The fact that CGFNS accepted my payment and order before informing me of this limitation is misleading and unacceptable. Since the service I paid for is not being provided, I believe it is my legal right to receive a full refund. Furthermore, I am currently living in ****** and preparing for my RN licensure, and this unexpected issue has significantly delayed my application process. The ***** requires the *** report to be sent directly from CGFNS, and now, due to this issue, my licensure process is at risk. This delay has placed me under significant stress, and I find it unacceptable that CGFNS refuses to send my report despite accepting payment for the service. Given the circumstances, I request: 1. A full refund of $295 since CGFNS did not fulfill the requested service. 2. A clear explanation of why CGFNS does not send *** reports to ****** despite having accepted payment for it. 3. Immediate action to resolve this issue and prevent similar problems for other applicants.

  Business Response

  Date: 03/06/2025

  Dear Mr. ******* *******:

  Attached is our response to the complaint.

  Sincerely,

  ***** ******, JD
  Director of Standards
  CGFNS International, Inc.
  *****************************
  **********************
  Phone: **************
  E-mail: ************************************************************
  Website: ******************************
  
  

• Initial Complaint

  Date:02/03/2025

  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 submitted a test score to CGFNS with a tracking number in June 2024. In their system, it was recorded as received in July 2024. Upon initial review, I was told my test score had failed. I called for a review of this at the end of December 2024.On the call, I was told the issue would be resolved, and that I would need to wait 4-5 weeks for an update.4-5 weeks later, we called again on February 3rd 2025. Despite CGFNS having received our test score, the customer ********************** agent was unable to confirm, requested a tracking number, and hung up.We found the tracking number and called again. We were told the customer ********************** agent from late December did NOT record any information, nor did they escalate the issue for a fix. We were also told that they had received our score in July 2024. It is inexplicable how they were unable to track, address, and fix this in a timely manner. The issue remains unresolved.

  Business Response

  Date: 02/05/2025

  Dear Mr. ******* *******, Better Business Bureau:

  Our response to the customer's complaint is attached.

  Sincerely,

  
  ***** ******, JD
  Director of Standards
  CGFNS International, Inc.
  ************************************************************************************
  Phone: **************
  E-mail: ************************************************************
  Website: ****************************** 

• Initial Complaint

  Date:01/31/2025

  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.

  First days if November. 2024 paid for re-eval to get my multistate nursing license again but this time threw TX. Was advised since everything else in file from 8 years ago I only needed a status lic form filled from ********* where I got my BA in nursing. Again asked them if that was all I needed and they comfirmed. That took months to get processes finally papers arrived at cgfns Jan 4th took them over 3 weeks to process 3 semi empty pages and now they are asking for the school in ********* to fill a form they did 8 years ago already when I moved back to the **. 1 they could have let me know when asked 3 months ago this will cost me financially a lot, stress and lost of contracts for work. They have this form on file, I already have a lic with texas so requesting them to send the info they already have...if not for them to contact the university at there cost and get this done this week...since this could have been done already if they had given the correct info. For record already opened a bbb record on them 8 years ago where they returned the money and resolved the multiple issues at that time that had cost me great suffering. I see and read multiple complaints with this ********** resolved has been offered and I have requested for higher management to contact me but no anwser or been asked to call...called today the 31th supervisor was condescending and offered no solution.

  Business Response

  Date: 02/10/2025

  Dear Mr. ******* *******, Better Business Bureau:

  Attached is our response to the customer's complaint.

  Sincerely,

  ***** ******, JD
  Director of Standards
  CGFNS International******
  ***********************************************************************************
  Phone: *************
  E-mail: ************************************************************
  Website: ****************************** 

• Initial Complaint

  Date:01/14/2025

  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.

  jan *******- for a revaluation, initial evaluation - 02/13/23. I experienced horrendous experiences with the individuals who answer the phone at ICD (under CGFNs). I was met with nastiness, blatant rudeness and outright yelling at me. I reached out to ******* *. and an executive ***** *. on May 2, 2024. Explained my situation and they agreed to meet via Teams. Meeting occurred on May 3, 2024 regarding ongoing issues. It was agreed upon that a pre-emptive report would be configured via my assessor (******** *.) within 2 weeks along with, the ability to have all my documents sent to ******* *.'s email instead of paper mail. I had my documents sent to ******* *.'s email. Confirmation was received from her on 09.28/2024 I asked for this to be uploaded to my file and have not had a response since. I have also not heard from ***** *. since May 3, 2024.When my pre-emptive report was received it was inaccurate which was received around a month later on 06/04/2024. The report was for the wrong state and stated aspects were missing that are in my original report (July 2023)My final educational information was sent over to ******* *.'s email on Jan 7, 2025. I decided to call ICD. Upon calling I was informed that ******* no longer works at ICD /'does not work in that position anymore'.My documentation has been sent to an email with either no receiver on the other end or someone who chooses not to communicate or follow through.I heard from ******** *. today regarding this situation, I was also told 12 weeks to assess the final info, not what I was assured previously.They purposely do not answer people to push them past their deadline to generate more income. My re-evaluation is up in around a week and again I am dealing with issues that are pushing back my final report. I would appreciate a report generated in the timeframe I was promised - 2-3 weeks once final documents are in and communication as to where my documents are that have been sent to ******* *.'s email.

  Business Response

  Date: 01/24/2025

  RE: Complaint ******** (CGFNS/ICD ID: ************

  Dear Mr. ******* *******, Better Business Bureau:

  Attached is our response to the complaint.

  Sincerely,

  ***** ******, JD

  Director of Standards
  CGFNS International, Inc.
  *****************************
  *********************
  Phone: *************
  E-mail: ************************************************************
  Website: ****************************** 

   

  Customer Answer

  Date: 01/27/2025

  [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: 22812564
  
  I am rejecting this response because:

  I have attached two email screenshots.

  The first is an email from Adesola whom I was to send all my information to via email after I reached out to them after being yelled at by their employees on the phone. This is proof she received my Duke transcript via email. However, where the issue lies is that I was never informed that she left ICD and that she never uploaded the Duke transcript. ***** has stated that they have not received my Duke transcript - this is false as ******* accepted but never uploaded.

  The second screenshot is my correspondence with ******** who is the individual who evaluates my information. This emails shows her apologizing for no communication regarding ******* no longer being at ICD. I had my *********************************** information sent to Adesola's email - obviously not answered as she had already left unbeknownst to me. Again false statement by ***** as yes I have had my information sent to an email that was no longer in use - I was not told this. 

  I would also like to point out there was no reply email stating Adesola was no longer there with an alternate email to send information to. Whereas when I reached out to ***** there was a reply emailing stating to contact another individual. 

  
  
  Regards,
  
  ***** *******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 03/01/2025

  Dear Mr. ******* *******:

  Attached is our response to the customer's rejection of our initial response.

  Sincerely,

  
  ***** ******, JD
  Director of Standards
  CGFNS International, Inc.
  ********************************************************************************************************
  Phone: *************
  Website: ******************************