ComplaintsforCenter for Credentialing & Education, Inc.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid additional money ($50) to reschedule my National Counselor Exam(NCE), because I am a caregiver. I was very DISAPPOINTED about my experience at the testing center. ****** (******* Vue Testing Employee who filed my complaint after her observations in this matter as well) was very apologetic for my testing experience. She indicated that all employees as they walk you back should indicate to raise your hand if in need of a bathroom break or if any disturbances around us.She stated that she heard the noise disturbance at which time she asked him to stop. He continued to make the noise when she left.She stated that he inappropriately told her he had to pee & that he finished his test. PLEASE KEEP IN MIND THAT ALL OF THIS IS HAPPENING WHILE I AM TRYING TO CONCENTRATE ON MY TIMED TEST.He made noise throughout the entire test. He clicked his pen and kicked his desk making a loud noise. I had to wait to be seated for my test because it was so busy that I had to wait for a vacant seat. It was full capacity at the center and the staff was very busy with checking in testers in the back area. I tried to use the noise cancelling headphones but they did not help with his noises. I tried to raise my hand once and no one saw me. I thought he would stop the noise and I never assumed that a testing center would allow such noise with audio and video surveillance. He did not listen or follow the rules after being told. I should not have to keep stopping my timed test that requires concentration in a Professional Testing Center.I definitely would have passed this exam without these distractions. I was only 3 points away from passing my exam.****** (employee) asked that I request that they give me a break with my exam in this matter based on my experience.She filed a complaint and told me to call as a follow up, however no one answers despite several calls and messages left. The telephone number for CCE is **************.I am asking that you please assist in this matter.

  Customer response

  08/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ******* Education in OKC set up two accounts for me in their system. I am trying to schedule the National Counselors Examination and I was told I cannot until the Center for Credentialing and Education merges those accounts. I have been trying to contact them (email, phone, and website) with no response back, nor did anyone ever answer the phone when called. I has been over a year since I took my last exam and ******* cannot/will not help me fix this issue and I cannot get in contact with the *** to fix my problem. I am limited in the number of years I have to complete my supervision once the exam has been passed. I just want my account fixed so I can take my test. Thank you.

  Customer response

  08/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is on the Center For Credentialing & Education and the processes used with third parties to register and complete state exams. The lack or no communication to customers is infuriating. The handling of issues taking a state exam was horrendous...not direction or explanation on the process to submit and appeal. My career is on hold due to the lack of commination between entities and customers. I took my NCE and had technical issues and was not able to complete the exam due to testing portal issues. The exam shows I failed. I made a report and have a case number. No one explained I had to submit an appeal. I then was informed, after several weeks reaching out that it can take several weeks to get a response back and a credit to retake my exam so I should pay to retake exam and hopefully get a refund. Due to needed the certificate I decided to pay 150 to retake the exam and still have not heard anything about my appeal. Now ******* is telling me that I am not registered through *** Center For Credentialing & Education to take the exam even though I have paid for the second attempt and have an application number. I have call serval times since April 2024 with no avail on getting a hold of per person. I am not able to get any response about my issues with the appeal or registration. The phone number given is a sham. You are pull on hold for several minutes and the forced to leave a message., which no one returns a call. I am continuously getting bounced back and forth when trying to get answers and no one has any clue what the issue is and is always referred to the *** which never responds or answers. They hold the final key to getting my testing completed. It ashamed that my career is put on hold due to the lack of communication on issues that many are experiencing. Its also ashamed that this is the only company offering this service and the ratings are horrible. Students dont have other options to use but this company.

  Business response

  07/31/2024

  This candidate has submitted an examination on May 29, 2024, and that examination appeal is being processed and reviewed, consistent with the Examination Appeals Policy.  Once CCE completes a review of her appeal, a written decision, which contains the specific determination(s) concerning her appeal issues, will be issued by CCE. The examination appeals process is the appropriate process to follow for submission of examination appeals and the team will work expediently to facilitate the process of appeal review and determination as quickly as possible. A response sharing more information about the examination appeal process is attached as a pdf for review by the BBB and the candidate. 

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 17th, 2024 I was scheduled to take an exam (the ***** at the ******* Professional Center in *********, **. Prior to attending the exam, I had verified via the ******* requirements that my two forms of identification (drivers licence and student ID) met the identification requirements. The man at the desk wanted my Ram Card to have a signature on it to qualify, even though it meets the criteria of Photo and Name. He then turned me away and said due to my insufficient forms of ID, I could not take the test. After chatting online with a representative from *******, they advised that I reach out to the *** to have them help me reschedule my test. Ive been trying to call the *** customer service to no avail, have sent an email, and despite many attempt to contact them, they are not answering.******* also filed a case (Case Number: ********) to investigate the issue. All I need from the ***, is for them to call me and re-authorize me to take the **** exam. Thank you

  Business response

  07/26/2024

  Attached, as a pdf, is a comprehensive response to this matter for consideration by the candidate and the BBB. We hope that the resolution provided allows the candidate to move forward successfully with the examination. We appreciate the opportunity to review and resolve candidate concerns.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was scheduled to take the *** on June 18th 2024. I was testing on my own computer, the Onvue system malfunctioned and did not allow me to test. ********** started a claim on June 18th, on June 20th I received and email stating I needed to contact CCE for Authorization to retest. I have since called the company 7 times, they do not pick up, they have an answering service that forces you to leave a voicemail after 10 min and 33 sec. I have emailed and sent messages via linkedin. I contacted ********** for assistance with this matter and they stated that I had to contact CCE and they could not assist me any further.

  Business response

  07/31/2024

  Attached as a pdf is a comprehensive response to this candidate's concerns. We hope that the resolution provided is helpful and appropriate. 

• Initial Complaint

  07/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I complete the application for GCDF on the Credentially Gateway on 3/14/2024. My employer submitted the requested verification on 5/7/2024. My application still state "Under Review".I have called the provided phone number ****************, on the following dates: 6/10/2024, 7/8/2024, 7/9/2024/ 7/10/2024/ and 7/11/2024. Each time, I wait patiently for 10 minutes before being asked to leave a voicemail--which I did on each of the previously mentioned dates with the exception of 7/11/2024. I emailed customer service at ****************** twice, most recently on 7/8/2024. I have submitted the form on the website. I have even reached out to CCE by finding their ******** page and messaging them on ******** Messenger.All attempts to contact the company regarding my application have been unsuccessful. Not only do I need this certification for my career, I have also paid $100 for a service I have not received. I simply want to speak with someone about my application and question why it is being held up.

  Customer response

  07/22/2024

  I have not heard from the business in response to my complaint.

  
  

  Business response

  07/29/2024

  Attached is a pdf that contains a detailed response to this client's concerns. We hope that the steps taken to resolve the matter are appropriate and acceptable. We appreciate the additional opportunity to connect with this client and wish the client much career success.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/22 I prepared my room. I live alone and there is no one living at my house or visiting other than myself. I started the process and noticed there was a legend on the screen that says ******* can get a hold of you via email, screen/monitor chat, and /or phone. You cannot have your phone within hand reach. I was waiting for about 4 or 5 minutes. During this time I cleaned my glasses, put my phone away but hesitated in fear they contact me, but putting the phone away from arms reach at the same time. All of a sudden there was another legend with a bunch of symbols that were not legible and in the middle there was a phrase saying We observed a violation and you cannot start taking your exam. This was the worse experience I had in my life after 18 years of college and lots of online proctored experience. Since then, I chatted with ******* technical support once after the exam and I was given a case number and no explanation of what happened.6/24- I called ******* vue and lost about 45 minutes in the morning to be told wait for two or three days and call back after we review the case.6/28- I called two different numbers with ******* vue and lost about 1 hrs trying to get information to be told to call CCE. I called CCE and lost about 1.5 hr of my day to be send to a voicemail. I sent an email instead. 7/1 and today called CCE no answer.All I want is to be able to take the exam just like any other student in this planet. I chose the "at home option" so that I wouldnt lose working hrs, but I see that I am still losing working hours with stress that was not caused by myself. Please help

  Customer response

  07/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  5/4/2024- Was scheduled to take a test- site crashed unable to take test. They state I did not show. I have given up getting money back and paid again to test- I have still not been allowed to sign up for another date. Its been almost a month. I have called and emailed several times with no response.

  Business response

  07/11/2024

  Attached is a comprehensive response to the candidate's concerns. We hope that the steps taken to resolve the concerns presented by the candidate are acceptable to the candidate and the BBB and that the candidate will have a successful examination experience.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 10, 2024 I took the National Counselors Exam (NCE) at 8am EST and passed. I paid a total of $325.00 to take this exam, which includes a $50.00 rescheduling fee. As of today 6/25/2024, my scores have not been sent to my state licensure board and I have not been able to seek employment due to this delay. ****************** stated that they have sent my scores to the **** I have made several attempts to contact the *** over the past few weeks and they are unresponsive. I have called, left voicemails, and sent emails. The *** is actively scamming me out of my fees for the exam, and all money I have spent on test prep, licensure application fees, and tuition, since I cannot utilize my Masters degree without licensure.

  Business response

  07/09/2024

  A comprehensive response to this candidate's concern is attached as a pdf for review by the Candidate and the BBB.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my NCMHCE exam online with ******* Vue on 3/22/2024. The normal allotted time for this exam is 255 minutes. Due to my disability, I had prior authorization for an additional 90 minutes of test taking time. As I was logged into the exam and testing, at 255 minutes the computer automatically logged me out of the exam. I immediately called ******************, however, they were closed. My exam ******* called me on my cell phone and I was instructed on how to log back into the exam within approximately 15 minutes. I was extremely confused and didnt know what to do so I randomly answered the remaining questions quickly. As I mentioned previously, I am disabled. Sitting down to take an exam for 4 hrs and ********************************************** to have a terrible panic attack, losing focus on the task. In addition, the ******* did not respond to me when I questioned him so I assumed the validity of the exam was void. I went without supervision, had my cell phone available and the testing space was not evaluated by the ******* after logging back in. I requested a retake option and after multiple attempts to speak with a supervisor with CCE, I received a response today, 06/10/2024 declining my request. Please see their response: Candidate called in very upset sating that she had issues with OnVue Application, she said that was log out when she had 2 hours and 55 minutes when her time was around 5 hours for her accommodations, candidate said that she failed the exam due to that reason, so she would like to be able to test.The case details show you had a discrepancy with the approved time accommodations. According to our records, the approved accommodations were for additional time of 90 minutes and breaks. This is the same information shown on file for the NCMHCE on your ******* VUE dashboard. A new registration and examination fee is required for a new test window. I am requesting a retest option and direct contact with a manager.

  Customer response

  06/21/2024

  I have not heard from the business in response to my complaint.

  
  

  Business response

  06/24/2024

  The candidate has submitted a complaint to the Better Business Bureau (BBB) challenging the results of her National Clinical Mental Health Counseling Examination (NCMHCE or examination), which was taken on March 22, 2024.  Appeals of examination results must be reviewed following the **** Examination Appeal Policy, rather than through an external process, such as the BBB Complaint process. Fortunately, the candidate also submitted an examination appeal on June 9, 2024, and that appeal is being processed and reviewed, consistent with the Examination Appeal Policy.  Once **** completes a review of her appeal, a written decision, which contains the specific determination(s) concerning her appeal issues, will be issued by ****. 
  
  The submission of this complaint to the BBB does not open opportunities for resolution of her presented concern, because examination appeals must be resolved following the appeals policy, rather than through an external process.  An examination appeal determination must be made through investigation of the examination records and communications with the testing services provider, if necessary. **** maintains a clearly articulated process and policy (Examination Appeal Policy), and the candidates appeal is being reviewed and processed according to this Policy.  

  Attached is a pdf with additional response information. The candidate's appeal is being completed following the established process. **** will make every effort to provide an efficient and timely review of her appeal in order to reach a determination without delay.

  Customer response

  07/08/2024

   I am rejecting this response because:  

  This was their response, notice the grammatical errors and said testing of 2 hours 55 minutes. It was in fact, 255 minutes. I am concerned about the lack of professionalism here.

  Candidate called in very upset sating that she had issues with OnVue Application, she said that was log out when she had 2 hours and 55 minutes when her time was around 5 hours for her accommodations, candidate said that she failed the exam due to that reason, so she would like to be able to test. The case details show you had a discrepancy with the approved time accommodations. According to our records, the approved accommodations were for additional time of 90 minutes and breaks. This is the same information shown on file for the NCMHCE on your ******* VUE dashboard. A new registration and examination fee is required for a new test window. I am requesting a retest option and direct contact with a manager.

   

    I was logged out of the exam on March 22 at 255 minutes. I would like to be able to take the exam without interruption and the testing company has denied my request. I did wait for over eight weeks for a response to the first complaint and Im currently waiting for a response to the second complaint. The denial for a retest option was not reflective of my actual complaint. I am not asking to retest because I failed the exam or did not get extra test time, I am asking to retest because I was logged out of the exam at the normal allotted time for test takers. I did have an additional 90 minutes, however, I was logged out of the exam and had to be let back in the exam which took over 20 minutes , and I went without supervision. That should void the validity of the first exam thus allowing for a second test option. 

  
  
  
  

  Business response

  07/25/2024

  Attached is a pdf response to the candidate's rejection of the initial information and steps that were taken to resolve these concerns. Though the communication highlighted by the candidate was provided by the testing services provider and not CCE, we have made note of the candidate's concerns on that front as well. 

*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. ↩