ComplaintsforCredentia Nurse Aide Credentialing Services

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my Certified Nursing Assistant Examination Boards on May 22, 2023 along with 15 other girls. On May 23, 2023, I received my written examination scores, which I passed. At this point, all of the girls had received both their written and skills examination scores and passed each. Since the test evaluator told me I should have had my results for each exam the day of, I called Credentia on May 25, 2023. The lady that I spoke with told me that they have submitted a Support Ticket, so I should be receiving my results that day and if I didn't, call again. However, the next day on May 26, 2023, I called Credential once again and she said it should take up to 72 hours because the test evaluator opened the support ticket, but hasn't published my results. She told me to wait a few more days after the 72 hours since Monday was Memorial Day. This brings us to today, which is Tuesday, May 30, 2023 with still no skills examination results. When I login to Credential, the skills examination still states that it is "Scheduled" while the written examination states "Completed." I feel confident that I passed and I would really appreciate receiving my score results.

  Business response

  06/01/2023

  Credentia's mission is to provide a hassle-free and convenient testing, application and scoring experience for all candidates. We apologize for any inconvenience caused. We thank you for your patience. Due to the upload of the document it delayed the scoring process. This is not a common occurrence but when this occurs it may take up to 5 business days to resolve. We sincerely appreciate your patience in this matter. 

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am a CNA living and working in the state of Pennsylvania. I am seeking reciprocity for New Jersey so that I can obtain employment there. An information packet was sent to me with forms to fill out. One of these forms has to be sent to the CNA registry of Pennsylvania, which apparently is maintained by Credentia. The only way for me to get a letter of good standing from them is to mail a form to their PO Box, the address that was given to me is as follows… nurses aide registry Credentia, PO Box ****, Bala Cynwyd, PA *****. Since the beginning of April, I have sent four forms to this PO Box. The form has very personal information such as name, address, date of birth and social security number. I have been calling them to tell them that I have not gotten anything back from them and they keep telling me to resubmit the forms. I am sending the forms to the correct address and the address has been verified multiple times by their representatives. Problem tickets have been created by their representatives to elevate my complaint to some kind of a manager and when this happens, I get a standard form letter. Email back, telling me to send my request to the PO Box address that I have been sending the forms to. In this morning's mail there is a return for one of the request I sent with the post office saying the address does not exist and it is undeliverable. There is no way to get in touch with anyone in this company. When I call the number I get a representative. When they elevate the complaint, the only way they contact you is via email. When I get the emails back from them, it only tells me to keep sending the forms to the PO Box that they have provided me with. I have sent multiple emails detailing my issues and problems with getting this form filled out and returned to me and they do nothing except ignore my emails. At this point this has been going on for two months and it is prohibiting me from seeking employment elsewhere until this one form gets completed.

• Initial Complaint

  04/08/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I took my CNA skills evaluation exam on 12/08/22 and passed. Credentia has failed to send my results to **** within the 60 business days they promised. I have called time and time again. With every phone call they email me a ridiculous "support ticket" from "do-not-reply". All these support tickets mean nothing to the **** and all they are is empty promises to me from Credentia. I have tried to speak to a supervisor or manager to ask why my exam results haven't been sent to the ****, and they sent me a support ticket stating that a supervisor will call me. Still no phone call from said "supervisor". Credentia has no customer support email address, and no manager phone number. I would like a manager/supervisor or owner of Credentia to contact me, by phone or email, with an explanation. I would also like a refund of $120 that I paid well over 60 business days ago, for a test that I have passed. I am hoping Credentia send my skills results to **** and informs me when they do.

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My problems with Credentia of North Carolina started after I took my CNA courses in the summer of 2022. First, when filling out my original application for my CNA exams my training facility was not on their list and this took a few weeks to resolve. Second, I was able to take my written exam online and get my score, but when I took my skills exam the first time (09/20/2022) I did not get my score back for nearly a month. I first called that afternoon, and spoke with someone who must have been having a bad day. Everyone else in my program had received their scores back and I was curious why mine would not show up. The woman was very hateful and kept telling me that she could not comment on anyone else's scores. I was not asking for anyone else's scores I just wanted to know if something had gone wrong with my test results. She kept speaking to me with hateful tone and would not give me any other assistance. I asked for my call to be transferred to someone else and she said I could not speak to anyone else but her. I called back the following week, and filed a support ticket to retrieve my exam score. This was all very stressful because my boss needed my score and if I failed I needed to schedule a retake. Third, after passing both my CNA exams I have now taken a training course to be a Medication Aide in a Nursing Home and cannot create a new application for the exam. I first called on 03/10/23 to resolve this issue. The button was "grayed-out", and I was told it would take 72 hours to fix. I called back on the 15th because I still cannot create a new application. I was once again told a support ticket was filed and it would be resolved within 72 hours. Today is now March 21st. I have called back yet again, and was given a new support ticket. I was told YET AGAIN it would be resolved within 72 hours. This is ridiculous. If I could take my exam with any other business I would. Do better Credentia or let the state use someone who will.

  Business response

  04/07/2023

  Credentia's mission is to provide a hassle-free and convenient testing and application experience for all candidates. We apologize for any inconvenience and frustration the candidate experienced when scheduling through our platform. We are happy to see the candidates successfully scheduled all exams. for the candidates patience we have refund the last exam cost for any inconvenience. 

  Customer response

  04/10/2023

  [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

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Credentia is a testing site online that is supposed to create a classroom experience, just virtual & in your home. When I scheduled my first medication aid test, it was at ************ State University on 9/15/21 @ 2:30PM. ******* *** was the testing company that provided all of the testing & renewals. Due to me being in a car accident that day, I wasn't able to make my test. I ended being out of work for 3 months, along w/physical therapy. During that time, ******* *** was bought out by Credentia. Everything was supposed to just move over & continue to schedule recertification/certification tests & renewals. They got the testing time wrong for that day, it says 1:30AM EST & it was supposed to be 2:30PM. There is a grievance form that we are supposed to be able to fill out & turn in to dispute the test outcomes. Along with an absent form that states it will appear if you are considered an "No Show", but it doesn't, no matter how many times you click on it. They have the scheduling information for ******* ***, but nothing is done. The representatives just give you the run around & most of them do not speak English clearly, so you are constantly going back & forth w/them, until somehow the phone disconnects & you have to start all over again. The 2nd test was scheduled/administered by Credentia; since you take it online; they have proctors that monitor you via your phone & computer. They ensure you that it will be the same as a classroom experience; but it isn't. They are not supposed to speak to you unless you are doing something, or they are giving directions. They are the opposite; they talk the entre time, constantly are being disconnected so you have to start all over again; then blame your internet connection & say it is either your computer or your internet isn't "strong enough". I failed b/c of that & now I only have 1 more try left or I have to take the 24 hour course all over again. They do not care & it shows.

  Business response

  03/16/2023

  Credentia's mission is to provide a hassle-free and convenient testing and application experience for all candidates. We apologize for any inconvenience caused. Deadlines to file both a Grievance and Excused Absence are assigned to the date of the exam. To file a Grievance, it must be submitted within 30 days from the exam, and to file an Excused Absence, it must be submitted within 14 days of the exam. If these dates are missed, the option to file either is no longer available on the profile page or cannot be reinstated. We apologize for any misunderstanding of when to file your forms. We will attach a one-time voucher to your profile to allow you to retake the written exam for Med Aide at no cost. 

  Customer response

  03/17/2023

  [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

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On 12/09/22, I received emails from this business, Credentia informing me that my exam results were now available through their online platform. I also received emails on same day saying "congratulations on passing both exams and please allow UP TO 60 days for the results to appear on the ********** Nurse Assistant Registry and to receive your certificate from CDPH (********** Dept. of Public Health). I find it hard to believe something as simple as sending exam results to CDPH could take so long or be so difficult for them. Anyways, 60 days comes and goes, and still haven't heard or received my certificate for Nurse Aide. Between 02/17/23 - 02/24/23, I had email correspondence with CDPH, during this time they checked their system, and was told my SSN was not found in the system, so I would need to contact Credentia and to let Credential know that they need to send the my exam results/reports because they still haven't received them from Credentia. On 02/27/23, contacted credentia and was given a support ticket, and later received a response to the ticket which said to allow 2 weeks, we are currently working with CDPH to make sure all candidates are correctly submitted for registry inclusion. Now today 03/13/23, and still the same response another support ticket, and got response saying they are aware of the discrepancies and are working with the state to get this resolved. It's now about a 100 days in, had to pass up more than just a few job opportunities but more importantly I will have to wait another whole year to apply to a few programs that to apply you need a CNA license due to some company's lack of resolve and/or any commitment to those using their services. My applications are due 03/15, another 03/31, and another on 04/15, and its looks like I'll have to wait another year to apply to these due to this company's incompetence. Only thing holding me back is Credentia. And unfortunately, its come to this. Plain ridiculous !!

  Business response

  03/16/2023

  Credentia's mission is to provide a hassle-free and convenient testing and application experience for all candidates. We are aware of the discrepancies in reporting to CDPH and working closely with the state to get this resolved immediately to ensure that all passing candidates are correctly submitted for registry inclusion. Please check the registry periodically to see updates. If not resolved within 14 business days give us a call.  We apologize for any inconvenience this has caused.

  Customer response

  03/17/2023

  [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:
  
  Regards,
  This is the same response they keep giving me. Its ridiculous. How hard can it be to send results over to CDPH. 
  Its so redundant and just infuriates customers more!!!
  

• Initial Complaint

  03/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Completed nurse aide program at ** ***** in Greensburgh Pa. Scheduled state verification test in ********* Took test and past. Never received certificate. Called several times was told it would be mailed never received after 5 attempts just get promise that it is being mailed never received. Program sponsered by state would expect better results, Do not have time for their BS Just want what I earned and deserve

  Business response

  03/13/2023

  Credentia's mission is to provide a hassle-free and convenient testing and application experience for all candidates. We apologize for any inconvenience caused when you were attempting to obtain your certificate. We now show that our team has corrected the problem and the problem has been resolved. The PA registry was updated, and you were added to the registry on 3/7/2023. Your certificate will be received in 10 business days. Thank you for bringing this to our attention. Thank you for your patience in allowing us to correct the issue. 

• Initial Complaint

  03/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 25th I submitted my application to the Credentia CNA365 online portal for Northern California. I paid $120 for both a written and skills test for my California CNA license. I was able to schedule both exams after my application was approved (2-5 days). I took my written test on 12/8/22 and my skills test on 12/10/22, to which I received my results fairly quick though the CNA365 online portal (1-2 business days). I passed both exams. The Credentia website says to wait 60 days for the results to be sent to CDPH, which I have done, and I still have yet to receive my license. I contacted the California Department of Public Health (CDPH) on February 9th 2023 and they informed me that they have not received my results from Credentia. CDPH also said that this has been an ongoing issue with a lot of CA test takers. CDPH informed me to contact Credentia to have them resend my results. I called Credentia that same day and they told me they would resend my results and open up a "ticket" for my issue. I have never heard back from them. I have also tried calling back and I cannot reach an associate, the telephone wait times have all been over 1 hour every time I have tried to follow up. It is now March 5th and I still have yet to receive my license and am not on the CDPH CNA registry. I cross reference this daily to verify if my license has been processed.

  Business response

  03/09/2023

  Credentia's mission is to provide a hassle-free and convenient testing and application experience for all candidates. We apologize for any inconvenience caused by your details not being promptly added to the California registry. We show historical data that your information was sent to the registry in December 2022. You were part of a group that were impacted by the California registry delay. We will reach out to CDPH to have your name placed onto the registry by the end of the week. Thank you for your patience in allowing us to correct the issue. 

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is the worst at following up or answering any questions you call. The site says it may take 60 days for registry info to be displayed with your state. The truth is it takes that long for Credentia to even send the results over. In Oct/Nov 2022 after completing a program I registered on their site to sit for an exam. They already had information listed first for another state that Ive never lived in or registered for them for another CNA program I was previously enrolled in but was unable to complete (I have transcripts to prove this information) it seems from this school I was initially registered and scheduled to sit for an exam never notified of an exam date, yet marked in Credentias system as a no show! Called Credentia bout this concern No information they have no Idea what happened. Fast forward to actually finishing a program and sitting for exam.. they have the information Ive called multiple times my concern has been escalated every time, but I have yet to hear back from anyone on Credentias behalf concerning this matter. I have 2 job offers on the table and NO CLUE as to how long it is going to take for this matter to be resolved. Multiple people I sat with for this exam have received certification and on to work here I am still waiting for answers!

  Business response

  02/07/2023

  Thank you for contacting us with your concerns. We have records showing that we submitted information to your state to have you added to their registry on 12/11/2022, and then again on 2/3/2023. Please allow the appropriate time for them to add your details to the registry. We apologize for any inconvenience this may have caused you. 

  Customer response

  02/17/2023

  [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:
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ended my CNA course at breath of life in October 2022 on the 27th. I made an account with Credentia on the same day. At first I was not able to login to the account and after about a month they fixed that problem but now I am not able to submit an application, sign up for an exam day, or even edit my own account. When I login and when I try to do anything on the account, a red box appears saying something went wrong. The whole account is faulty. A woman named **** at Credentia submitted my application for me and is the only person that has went out of her way to help me with my issue. I still cannot schedule an exam and they are not able to help me due to it requiring credit card information. I have called many times and all they do is submit a ticket and escalate the ticket. They have closed my tickets countless of times without resolving the issue. I have been attempting to take my test for three months and have been unsuccessful. I paid a good bit of money to my CNA program and am still unable to take my test to be a certified CNA.

  Business response

  02/07/2023

  Per your inquiry, we apologize for any inconvenience you may have experienced in attempting to schedule your exams. We were not able to find any technical issues and successfully were able to add exams to your profile when we attempted to emulate your actions. Please make another attempt to schedule your exams. You must first add exam(s) to cart, before choosing the payment button to pay for the exam(s). If you still are experiencing technical issues when you are attempting schedule, please contact our support so they can assist you in getting your exams scheduled. They are available until 5pm EST. 

*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. ↩