Complaints

This profile includes complaints for Professional Credential Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Professional Credential Services, Inc.

  25 Century Blvd Suite 505 One Lakeview Place Nashville, TN 37214

• 

  Professional Credential Services, Inc.

  150 4th Ave N STE 800 Nashville, TN 37219-2421

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:03/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business is incredibly unprofessional, disorganized, and dishonest to applicants who spend significant sums and wait anxiously for licensure and have no other options or recourse when PCS loses their documents and fails to respond to emails. I submitted my licensure application with all required documents two months ago. When my application status showed that receipt of my transcript was pending, I resent a copy (by email, through the National Student Clearinghouse as directed on the PCSHQ website, and received confirmation it had been received and retrieved by the recipient). Since that time (over a month ago), I have sent several emails without response, except a standard please allow time to see if we can locate your documents. I have allowed time. The *** website indicates that applications received less than two weeks ago are in final review and my application of two months is being held hostage with no response or indication how ************** and move forward. I have sent the missing document 3 times already. This is significantly affecting my livelihood and peace of mind. They are in no way providing the service for which they have already been paid.

  Business Response

  Date: 03/28/2023

  The license has been issued immediately after finding the transcript.  Our automated transcript matching process failed because file transcript was labeled **** which didn't match.  We found the transcript and have issued the license.  We wish you the best in your career.  

• Initial Complaint

  Date:01/25/2023

  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.

  Delays in getting my MA Psychology License have been many, but when I finally got through the lengthy process and was approved by PCS on Jan 5, AFTER I paid the license fee, I was told I would be given a license number within 7 business days. I have been on the phone with them at least 2-3 times per week (waiting for 45+ minutes to talk to anyone) only to be told it will be fixed "today" but I STILL DO NOT HAVE A LICENSE NUMBER. This is significantly affecting me, with a job offer on the line, an inability to get mortgage pre-approval for a relocation move, and now, I am about to be out of a job at the end of the week, because I gave notice to current employer on Jan 5 when I told I was licensed. Where I am expecting a job offer, they will NOT extend the offer until the license NUMBER is active. Potentially, I will be homeless if this isn't cleared up, as my house is pending sale and I cannot purchase another without the job offer. I have emailed them, with no response. This is absolutely unacceptable. When I call them, I feel like there is no recourse, and I keep getting the run around.

  Business Response

  Date: 02/22/2024

  We regret the technical issue that led to a delay and frustration for the applicant.  This issue was resolved, and the process completed 7/26/23.  The technical issue was also fixed.

• Initial Complaint

  Date:12/07/2022

  Type:Customer Service 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 experienced so much difficulty with obtaining my state APRN license through this company. I initially submitted my application for licensure on 09/20. The issues began when my application was stuck in a status of 5/9 completed tasks weeks after I submitted the initial application. Upon calling (and waiting on hold for over an hour) to clarify the cause of the delay, a staff member revealed to me that their system has issues with identifying hyphenated last names, so they likely had received my documents long ago, but they were unable to locate them in their system. This entire process has been filled with delays and misinformation being provided by customer service. My application went into final review status (which appeared to include a coordinator review step) for over a month with no movement. Im guessing that this coordinator review step was not honest as I received a notification 2.5 months after submitting my application that there was a clerical error where my names were switched in two fields. I expected that this would have been identified during the initial coordinator review in October. Upon calling to better understand this issue, I was informed by a service rep that what I didnt understand was that my application had never been reviewed by a human until the point at which the error was identified. So it took 2.5 months for my initial application to be reviewed by a person. That is unacceptable. I have called so many times and spent hours on hold with this company to have multiple representatives tell me that my license would be issued in 2-3 business days and yet I still do not have a license. I have no idea what position I am in the licensing queue. I have left messages for the supervisor with no callback. I am unable to start a job that I was offered months ago. I hope that the MA BON considers contracting with a different service as this company is actively hindering nurses from serving patients.

  Business Response

  Date: 12/18/2022

  The license has been issued.  We wish you the best in your career.  

• Initial Complaint

  Date:11/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I am requesting assistance with this issue because I have don't know what else to do at this point. I have been working to get my APRN license here in the state om MA. The process has been long, tedious and I fear that I may lose job offers as a result. My account has been in Final Review status for over a month now. I started this process over 3 months ago. This last time I was told that I needed to have my school send a letter on a letter head that I took certain courses. I did that and even sent transcripts from the original school where I took the courses. Since then I have been in Final Review status. Each time I call I am told that I am next to receive my license or I am number 3 or that I should check at the end of the week. The last time I called I was told that my MA coordinator is not available or is not working that day. I have emailed and not received an email back. I would like to say that every customer service personal that I have spoken to has been friendly and tried to help me in the best way that they can. I currently don't know what to do and I am experiencing a lot of anxiety about the possibility of losing certain job offers. Please help me to resolve this issue.

  Business Response

  Date: 11/30/2022

  The license has been issued.  We wish you the best in your career.  

• Initial Complaint

  Date:10/20/2022

  Type:Customer Service 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.

  On June 10th I filled out a complete application via the Professional Credential Service for my LPN license in the state of *************. Not only did they NOT email me that there were any issues, you can not reach them via phone because you are stuck on hold for 3+ hours, the only way I could even get their email address was through contacting my state government representative who had to investigate. I spent $275 for them to process my application, nothing on their website says that there is an issue with my application. I called them MANY times stuck on hold for hours, getting no where. Even with their email, they do not address any of my issues or concerns. I was active duty military (at the time I applied and paid them) and am supposed to have an expedited application, and instead I have spent 4 months stressing about working as a nurse in my state, with no communication from them in any way until my state government stepped in. Because of PCS I STILL do not have an active regular nursing license in my state. They clearly do not care about their customers or their lives, and how they impact them. In the midst of a global pandemic and the worst nursing shortage in generations, they clearly only care about money. I am a VERY easy going and understanding person; I have never filed a complaint with the BBB before, or reacted so harshly and angrily in emails before dealing with this company. In my mind they deserve NONE of the money spent, as they have caused me to apply for unemployment as I could not obtain a nursing license. Please contact me with ANY questions.

  Business Response

  Date: 11/04/2022

  Virtual has been actively communicating with the applicant and providing guidance on obtaining required documentation for licensure.

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18291521
  
  I am rejecting this response because: They did not start communicating until a complaint was filed with the BBB, so now they are trying to CYOA, and act as if they have been this whole time. It's unacceptable for them to conduct business in this manner AND only finally communicate when a formal complaint is made. Their response made NO attempt to apologize, explain, or correct their operations for future applicants to avoid the same issues I have endured. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/25/2024

  We regret the applicant's customer service experience at the time.  It was a season of unusually high volume and since then we have put measures in place to help prevent long wait times.  We did send an email that his file was incomplete, and he could log onto his account to check missing documents; however, we understand those messages may have gone to a spam folder and/or not provided him the information he was seeking.  Once in contact, we began working with him to correct issues in obtaining his required documentation.    We wish him well. 

• Initial Complaint

  Date:10/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted an application to the board of nursing in ************* via professional credential services (PCS) on May 21, 2022. On May 23, 2022, I received an email stated that my application is in the final review status process of reviewing. A week later I called PCS someone told me that within two weeks I should be all set. On Friday June 10, 2022, I called again since I was still waiting someone to me that They are waiting for my transcript from the school that I graduated. I called the school on the same day requesting the transcript. On June 13, school sent the transcript to PCS. I waited again I called PCS for an update They told me my transcript is under review by the state of MA. I called the *********** of nursing, they said PCS is waiting for my transcript. I called my school again requesting another transcript on September 6, and school sent it to PCS on September 7 still nothing happen when I called, they told me to ask the school to send another transcript. I am truly tired. It has been 5 months since I applied for a license. I have lost job offers that's been waiting for my license and I need to know how long I should wait to have this license. Can someone please reach out on my behalf on this issue. Thank you! Best Regards, ***********************

  Business Response

  Date: 10/12/2022

  Please provide an out of State Certificate of Graducation, as well as an official transcript sent from the nursing program mailed to the following address: PCS Attn: MA Nursing Coordinator, ***********************************************. Your application will be processed when all the required documents are received.

  Business Response

  Date: 11/21/2022

  We are happy to assist with any further questions or concerns.

• Initial Complaint

  Date:10/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint unfortunately echoes that of many others on here. I submitted my application in early August. I sent all required documents. I kept checking site and it said pending transcripts. I have email notification from *** three days after I initiated the request saying PCS had received my transcripts. I kept checking site , same thing. Then I receive an email from PCS 4 weeks later stating they had not received them. It clearly is an automated email. I call *** and they confirmed the received date from PCS. So I send another copy electronically. Next day I get another email confirmation that from *** that they were received from PCS. Week goes by website still sends pending . I send an email to PCS customer service with a. pic of each received receipt as an attachment. Another automated reply which is no use to me. don't hear back from PCS. Send another email. No response. On 9/26/2022 a full *** weeks after submitting my application I finally get a representative on phone after a 60 min wait. I explain situation and she says I see your transcripts received on both dates you said they were. Then says " huh, wonder why no one put it into system ". She says she. put it in. I asked her does this mean it's almost like today is my application submitted date ? I said the last 6 weeks don't count for anything ? I explained this was an error on their end and I should not be penalized. She says I will attach a note and that should push it through. That night system said everything was complete.. another week still no final email. Call again woman says I see its good to go. Just needs to be out in. No more than a day or two The latest will be Friday . I asked if she saw a note on account and she says no.I explained why I asked. ******* she will email woman who handles putting it in system personally. Here I am a week later and nothing,. I called and was told I am in the 9/26/ que and they are on the 9/23. Could be days ; could be a week. At this point no words.

  Business Response

  Date: 10/08/2022

  We take every complaint seriously and regret your frustration. We are reviewing our escalation process to help ensure we provide excellent customer service. Your file has been reviewed. We wish you the best in your career.

• Initial Complaint

  Date:09/27/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a MA APRN application on 11/22/2021 and received a temporary license in 12/2021. I applied for a permanent ** APRN license during that same timeframe with no progress. The company has not moved forward with completing the application after numerous attempts to contact them for updates. I have pending employment in the *********** and need a PERMANENT license in order to begin practicing without a supervising physician. It has been nearly one year, and I still have not received my permanent MA APRN license. My application has been pending for the coordinator to review for several months. This is unacceptable and needs to be resolved expeditiously.

  Customer Answer

  Date: 10/14/2022

  QUESTIONS:
  1. Have you heard from the company? Yes
  
  2. If yes, are you satisfied with their efforts to resolve your concerns? Yes

• Initial Complaint

  Date:09/23/2022

  Type:Customer Service 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.

  On June 30th I applied for my Nurse Practitioner license with Professional Credentialing Services. Most states have their own Board of Nursing and the process is seamless. You would think if a Board of Nursing would hire a credentialing service that they would at least be "professional", effective, and efficient. PCS does not respond to emails, have any sort of contact, and there process is extremely convoluted. I applied on June 30th and completed the whole process in a timely manner. It took them until August 3rd to review my file(several unanswered emails in between), at that time I had 10 of 10 items complete. Then all of the sudden on Sept 7th I get a generic email stating my Mass RN license could not be verified on *****????? how is that even possible. I paid the 30 dollars for ***** to send my verification on September 3rd. Today is September 22nd and my profile is still showing incomplete. I cannot get anyone to answer me, even when I email them several times and today with a complaint. It continues to go ignored. Massachusetts needs to find a "Professional" alternative because this is the most unprofessional business I have ever dealt with. I could make this longer by telling more of the in between interactions with dates but I see all the complaints on here about this company stemming back from over 3 years ago. and I figure it is a waste of time
  

  Business Response

  Date: 10/05/2022

  Business Response /* (1000, 5, 2022/09/28) */
  *****,
  
  Yes your application was first submitted on June 30, 2022. The application was awaiting a transcript from the University of Texas which were received in August 2022.
  We apologize for the delay in processing your application. Your license has now been processed and is now complete.
  
  Regards,
  ***

• Initial Complaint

  Date:09/02/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted APRN for an NP license for Massachusettes on 7/15/2022. I submitted everything, and the online website via PCS showed that everything (all eight steps) was completed. I did not get any updated email from PCS since 7/15/2022. I called the PCS early this week. One staff said I did not make the payment. I had the proof of the payment in my credit card statement that was charged on 7/16/2022. She said she would send the coordinator. I called 2nd time and spoke to a different representative. She was friendly and said everything looked good and would be in a final review. I am starting my job soon, and obtaining the licensure in MA has been a long wait, which NH state only took one week. I beg for your assistance, and please make sure to assist me in this matter. I have an NP lineup. Thus, I would like to start soon to work for my community and help my family, as I am the only income right now. Thank you in advance.
  

  Business Response

  Date: 09/08/2022

  Consumer Response /* (450, 5, 2022/09/06) */
  Hello,
  Case ID: Case ID: XXXXXXXX
  I would like to update you that the issue is resolved as of today.
  
  Thank you for your assistance.
  Best regards,
  ***** **