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:09/30/2025

  Type:Product 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.

  TruMerit has been overall a relatively good service. I did receive a roadblock recently which concerned me. I am in the process of obtaining a VisaScreen, which unfortunately requires transcripts from all previous tertiary institutions attended, which I requested and can take several weeks to arrive, slowing the process. Only my Nursing School, the Author Labatt Nursing School, was able to upload the Academic Records Form and their transcript swiftly via the Digital Portal. To speed things up, I requested by messaging on Sep 28 to be considered for a 212(r) certified statement, advertised on the TruMerit site as an VisaScreen ALTE**ATIVE for certain countries that is more streamlined as it requires less documents. Actually, it states only the Nursing School need upload the Academic Records Form (which my nursing school already did) and no transcripts are required. When I inquired about this alternative 212(r) statement way back in 2022, an Application Navigation staff member stated you cannot add it in the shopping cart, but once your application progresses, it can be available.Unfortunately, when I requested a 212(r) statement on Sep 28, I received a dismissive response back (email attached below), just repeating that they need the transcripts before streamlining.Again, the TruMerit website states transcripts are NOT REQUIRED for a 212(r) certified statement. It's almost like my question wasn't read, or maybe this person does not know what a 212(r) certified statement is. Page 11 of the *************** Credential Assessment Application Handbook (attached below) states: "We do not require full academic records/transcripts". The Nursing School Form suffices. I have also completed the ****** which was verified, and the ** License from one of the 5 states, which are the two other requirements for the 212(r) certified statement. If I can't speed this process up by receiving a 212(r) statement, it would be nice to know the rationale.Warm regards.-*****

  Customer Answer

  Date: 10/02/2025

  Complaint has since been resolved via a phone conversation with a TruMerit employee.

  Please close the case as RESOLVED.

  Thank you,

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

  Business Response

  Date: 10/10/2025

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

• Initial Complaint

  Date:09/15/2025

  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 ordered 2 transcript reevaluations August 2025. After doing the transcript report was completed and I read it , they had been using my same transcript from 2018. That transcript is missing one of my courses and the university updated it 2023. Now last year I applied for an evaluation for a school in ******* , and I had to pay 480 because all my documents are profile were outdated and this is the cost of updating everything . I assumed in that process truemerit/cgfns would request an updated transcript from the universities and update other documents . This is not the case , even though they have a policy that says documents expire after 3/4 years they have been still using a 7 year old transcript they have saved in their system . I asked what is the next step they said I have to pay another 470 dollars for them to do another reevaluation and that I need to send the form to my school to request a new transcript . I asked for some sort of concession or discount they are saying that is not possible . This entire organization is a scam and they are predatory . Prices are high for no reason and they have no leniency at all. These universities need to recognize that cgfns has unethical practices and need to remove them as a requirement . There are way better and more affordable organizations that can be used .

  Business Response

  Date: 09/22/2025

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

• Initial Complaint

  Date:09/09/2025

  Type:Product 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 am a registered nurse from ******** and currently hold a valid RN license in ******** (***** passed). My ********************** ID is ********* applied for the *** , which is required for my RN endorsement in ********, almost one year ago and paid the required fees. My university submitted all required academic documents, and CGFNS confirmed receipt. However, my application status continues to return to "Waiting for Documentation" without providing me or my university with any specific explanation of what is missing or incorrect.CGFNS first requested translations, then stated they were not required, creating contradictory instructions and unnecessary delays. Despite multiple inquiries through their official portal, I have received no clear *********** payment will soon expire, and I risk losing both the fee and almost one year of waiting due to the organization's lack of transparency.I am filing this complaint to formally request a clear explanation of what specific documents are missing and immediate resolution of my *** Professional Report application.Desired Outcome:I request that CGFNS provide a written clarification of the missing requirements and process my *** Report without further unjustified delay so I can proceed with my RN endorsement in ********.

  Business Response

  Date: 09/22/2025

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

  Customer Answer

  Date: 09/24/2025

  Dear BBB Representative,
  I would like to provide an update regarding my complaint against TruMerit (Complaint #********).
  On September 22, 2025, my university resent the required documents (Nursing Form and Transcript) directly to TruMerit. According to TruMerits online portal, the documents were received and are currently marked as Pending Review.
  At this point, I have complied with all requirements on my side. I respectfully request that TruMerit complete the review process in a timely manner and provide me with an estimated timeframe for the resolution of my case.
  Thank you for your continued assistance in this matter.
  Sincerely,
  **** *******

  Customer Answer

  Date: 09/24/2025

  Dear BBB Representative,
  I would like to provide an update regarding my complaint against TruMerit (Complaint #********).
  On September 22, 2025, my university resent the required documents (Nursing Form and Transcript) directly to TruMerit. According to TruMerits online portal, the documents were received and are currently marked as Pending Review.
  At this point, I have complied with all requirements on my side. I respectfully request that TruMerit complete the review process in a timely manner and provide me with an estimated timeframe for the resolution of my case.
  Thank you for your continued assistance in this matter.
  Sincerely,
  **** *******

  Customer Answer

  Date: 09/27/2025

  [Aqu se proporciona una carta predeterminada que indica su aceptacin de la respuesta de la empresa. Si lo desea, puede actualizarla antes de enviarla.]
  
  Oficina de Buenas Prcticas Comerciales (Better Business Bureau):
  
  He revisado la respuesta de la empresa en relacin con la queja con nmero de identificacin ******** y considero que esta resolucin me satisface. 
  
  Atentamente,
  
  **** *******
  
  

• Initial Complaint

  Date:07/09/2025

  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 order *** report from CGFNS for the *************** of nursing. I have done the evaluation on 2021 and at that time they said my license from ******** was expired and need to renew the lisence and send them . I did that and my lisence is valid until 2027 September.They issued the *** report for Arkansas Board of Nursing. I paid their Eservice to save the document for 4 years. Now i moved to ********. I ordered the *** report as required by the ************** of nursing. Now they are saying my lisence form is valid only for 3 yrs and i need to submit them again the from ***** even though it clearly says it expires on 2027 September.Every time they ask for the document that is not even required. ********** they have my official unexpired Nepal lisence document that is saved for until 2029. Why wont they used the document that i paid for to save them and go through the ****** again and again.Their service is not good and its so stress ******* one wants to listen and asking me saying that Nursing board of Virginia to contact them .I am not running ************** of nursing that they will contact in my behalf.Please investigate in this matter. There are so many like me facing the issue through them. Charging so much money but not delivering the good service and guidance is really sad.

  Business Response

  Date: 07/16/2025

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

  Customer Answer

  Date: 07/17/2025

  Dear sir!

  Yes they waived my requirement for the Nepal lisence.They have still not issued my CES ********* i already told them i have my BSN from one of the university here in ****I have ordered the transcript to be sent ******** colleague git waiver of english test  if they had studied here in *** or if they had proof showing that thier curriculum was all in english.But now they are asking me the English requirements which was waived for my co worker/friends but nor for me even though we are from same country and have the same situation.They also were waived for ************** of Nursing.CGFNS has clearly mentioned in previous report that my course was in ********** i think my English requirement should be waived too as my other friend got waived.I already paid them for English test ****** question to them is why is their partiality for the same board and same country ************ it just because i filed a complain?please investigate 
  

  Thank you

  Durga sharm

• 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:06/13/2025

  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.

  My name is ********** Cerencovich and CGFNS ID is ********** December 5, 2024, I contracted CGFNS and paid $740 for the issuance of my VisaScreen Certificate. Since then, I have diligently submitted all required documents, which were acknowledged and accepted by ************************* part of my process, I took and passed the NCLEX-RN exam for the Florida Board of Nursing. However, under Florida law, the Board does not issue a nursing license to individuals who do not possess a Social Security Number. As an international nurse residing outside *****************, I do not yet have an SSN. Therefore, it is legally impossible for me to obtain a Florida nursing license at this stage.I have clearly explained this situation to CGFNS on multiple occasions, providing them with the necessary references to Florida law, which has been in place for many years. Despite this, CGFNS continues to ignore my explanations and insists that I must provide a reason for not holding a Florida license, even though this is a well-known legal requirement that should be fully understood by a credential evaluation organization like CGFNS.Additionally, I updated my CGFNS profile to remove any mention of having a Florida license, yet ********************** keeps returning the same request and refuses to move my process forward. This clearly demonstrates a lack of competence and professionalism from the individuals handling my ******* has now been over six months since I contracted CGFNS for this service, and I have yet to receive the VisaScreen Certificate that I urgently need in order to proceed with my immigration process and professional plans. I have spent considerable time and money and am now experiencing severe delays and emotional distress due to CGFNSs mishandling of my case.I urgently need CGFNS to complete the service I paid for and deliver the VisaScreen Certificate as required, so that I may continue my immigration process without further unnecessary obstacles.

  Business Response

  Date: 06/27/2025

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

• Initial Complaint

  Date:04/08/2025

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