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:04/17/2023

  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 have received extremely poor communication and follow through from NBCC. I submitted an application for National Certified School Counselor (NCSC) on February 14th after I received my approval for National Certified Counselor (NCC). A confirmation email sent by NBCC stated I would have a response within 4-8 weeks. We have now passed the 8 week timeline. I reached out to NBCC previously to make sure all paperwork was submitted properly and have yet to get confirmation on that. I only want confirmation because a coworker applied for NSCS after I did and was approved 3 weeks ago. Since my NCC was recently approved, the only two items that need review are my employment verification and college course work, neither of which need over 8 weeks to review. I FINALLY managed to get someone on the phone on April 6th but they said now they are processing NEW applications for the NCE that is coming up and mine as was placed on hold until newer applications have been processed. I receive a stipend from my employer if I hold the NCSC but I need to submit paperwork on that soon or I miss out. Please help me get a timely response to my application from NBCC. February 14th = submitted my application for the NCSC. March 22nd = Emailed and received no response from NBCC. March 28th = Emailed again. March 28th = Response from NBCC saying my email will be answered by the certification department. No response after that. April 4th = Emailed again. No response. April 4th = Called, taken to a voicemail box. Called back, a person transferred me to someone else. Got dumped back into the voicemail system. Left a message, no response. April 5th = Called, after a long hold, person transferred me to someone else. Again, dumped into the voicemail box. April 6th = Called and was told my application is now on hold because NEW applications for the NCE (National Counselor Exam) are being processed. April 17th = emailed again and hoping to get a response.

  

  Business Response

  Date: 04/28/2023

  The National Board for Certified Counselors, Inc. (NBCC) has reviewed the complaint submitted by Ms. ******* *****.  Based on a review of the complaint allegations and the certification application records, NBCC is providing the following response information. 
  
  As indicated in her complaint, Ms. ***** submitted her application for the National Certified School Counselor (NCSC) certification on February 14, 2023.  Her application was placed in the queue for review by an application reviewer.  Due to the high volume of applications received at that time, unfortunately, there was a slight delay in processing some of the NBCC certification applications, including Ms. *****’s NCSC application.  
  
  In response to Ms. *****’s recent April 21, 2023 email, NBCC notified the candidate that her application was reviewed and that she was required to submit an updated professional endorsement form to complete the application.  Ms. ***** submitted the required documentation which was added to her application file.
  
  Earlier today (April 25, 2023), and prior to NBCC’s first knowledge of this complaint, NBCC completed its application review and granted the NCSC certification to Ms. *****.  The candidate was notified of the certification determination by email.  NBCC apologizes for the slight delay in processing and reviewing her NCSC application, which was attributable to the large volume of applications received on or around the date Ms. *****’s application was submitted to NBCC.
  
  Since Ms. *****’s application review has been completed, and she has been granted the NCSC certification, we hope that the issues identified in her complaint have been resolved and the desired settlement has been achieved.

  Customer Answer

  Date: 04/30/2023

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

• Initial Complaint

  Date:04/06/2023

  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.

  I am trying to get in touch with NBCC for the last two days but the phone keeps taking me to voicemail. I paid over $300 for my application to take the NCE and I have been approved to sit since February 17, 2023, however I have not received my Authorization to test email. I have reached out numerous of times and I'm still waiting on that authorization. I have called last week and this week, and sent a couple of emails and I'm still waiting to hear from someone. I was last told that I would have the email on Tuesday April 4, 2023 via their credentials department but I still have not received anything. I don't know what to do at this point. I would like someone to just get in touch with me and help me solve this problem. I'm worried that I'm going to run out of time for the testing window. This is very disappointing. The phone numbers are taking me to voicemail everytime and I cannot get in touch with anyone since Tuesday April 4, 2023.

  

  Business Response

  Date: 04/17/2023

  The National Board for Certified Counselors, Inc. (NBCC) has reviewed the complaint submitted by Ms. ***** *********.  Based on a review of the complaint allegations and the examination registration records, NBCC is providing the attached comprehensive response as a pdf. We appreciated having the opportunity to work with Ms. ********* to address her concerns.

• Initial Complaint

  Date:03/17/2023

  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.

  Attempting to schedule the NCE after registering, and being approved, but having no follow up emails from the testing center - Pearson. All attempts to contact the testing vendor, CCE and NBCC have gone unanswered (long hold times only to be bumped to voicemail - 3x and then 2 emails that were completely ignored. I've spent countless hours and energy trying to figure this out, all I need to do for my licensure is to take the test. It should not be this hard. I am extremely frustrated and now worried I won't be fully licensed when I am able to - this May.

  

  Business Response

  Date: 03/29/2023

  The National Board for Certified Counselors, Inc. (NBCC) has reviewed the complaint submitted by Ms. *** ******.  Based on a review of the complaint allegations and the examination registration records, NBCC is providing a comprehensive response attached as a pdf.
  
  In brief, NBCC contacted Ms. ****** by phone on March 27, 2023, leaving a voice message providing a status of her NCE registration.  Additionally, NBCC reviewed the Pearson VUE examination records which confirmed that, on March 21, 2023, Ms. ****** scheduled her test appointment date for the online NCE for May 27, 2023.
  
  Ms. ******’s examination registration was processed within four (4) weeks of her March 7, 2023 registration submission date, and she has scheduled her test appointment for May as she noted was needed in the complaint. As such, it appears that the issues identified in her complaint have been resolved. 
  
  We appreciate the opportunity to resolve this matter and wish Ms. ****** success with her examination. 

• Initial Complaint

  Date:02/02/2023

  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.

  The NBCC operates the Credentialing Gateway where I have applied for national board testing and where the results are supposed to be uploaded to be sent to State licensing boards. I have passed one (NCMHCE) of two national board exams and need the results sent to my state licensing board. The NBCC Credentialing Gateway has created multiple acccounts for me, none of which have the passed exam uploaded. Secondly, I applied for and paid for the NCC exam through the same site. Now it is showing as applied but not as paid. I have called and emailed for several weeks with no adequate response.

  

  Business Response

  Date: 02/10/2023

  The National Board for Certified Counselors, Inc. (NBCC) has reviewed the complaint submitted by Mr. ***** *******.  Based on a review of the complaint allegations and the examination registration records, NBCC is providing the attached comprehensive response as a PDF. We appreciate the opportunity to better understand Mr. *******'s experience and resolve the challenges that he encountered.

• Initial Complaint

  Date:12/19/2022

  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.

  Attempting to schedule a retake of the NCMHCE after failing the initial attempt by 2 points. After paying the $275 re-test fee and waiting the 90 days, was given authorization to re-test but could not schedule. All attempts to contact the testing vendor, CCE and NBCC Since September 2022 until now have gone unanswered. When I have been able to get a person on the phone, they tell me to contact the other agencies. I've spent countless hours and energy trying to figure this out, all I need to do for my licensure is to re-take the test. It should not be this hard. As far as I can tell, the only thing holding up this process is that their new credentialing gateway software is not registering that I have already paid so there needs to be a correction made to this before the vendor can schedule me. I AM NOT paying again. And, I shouldn't have to. I have emailed state licensure facilitator at the NBCC today. That, and this complaint are my last-ditch efforts, I don't know what else to try.

  Customer Answer

  Date: 12/30/2022

  There was no option to choose both the business has contacted me but has NOT resolved the complaint. I received a form email (see word doc attached) with irrelevant information about the test. I also received a new authorization to test email but still cannot schedule the test. I sent an email about this to [email protected] on Dec28th as this was the email listed on the original message here. Please advise.

   

  Thanks, ***** *******

  

  Business Response

  Date: 01/03/2023

  Ms. ******* initially registered for a format of the Examination (NCMHCE-LIC) that was only available until October 17, 2022. Following identification of this situation, NBCC facilitated a transfer of her registration to the new (and only) format of the test (NCMHCE-ABE) that is available through the remainder of her test authorization window, i.e., until March 19, 2023.  This information was exported to ******* *** on December 20, 2022, and an Authorization to Test email was sent to the candidate within 24-48 hours with instructions for scheduling her test appointment.  NBCC confirmed this information via email to the candidate on December 20, 2022.
  
  Since NBCC completed the transfer of her registration to the new format of the NCMHCE, and she is permitted to schedule her test within the current authorization window, NBCC believes that all test registration issues identified in this complaint have been addressed and resolved. A comprehensive response to this matter is attached as a PDF. 

  Customer Answer

  Date: 01/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept...However, their response is stated in a way that implies I was in the wrong for not understanding that the testing format was going to change. This is incorrect. I was fully aware of this. The issue was with the software systems not reflecting the correct testing options and not reflecting that I had already paid the fee to test. The Authorization window should be extended as well, from Dec 20 2022 which was the date the issue was addressed by the business and since before that time I was unable to schedule the exam even though the system showed I was "authorized". I was not. The March 19th 2023 deadline for authorization should be extended to reflect this. I have scheduled the exam for February 13 2023 but would like the authorization window to be extended appropriately in case there are any more issues with the exam.

   

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

• Initial Complaint

  Date:11/13/2022

  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 paid $350 to take the NCMHCE with my testing window to expire on 11/2/22. I scheduled my exam for 10/17/22. On 10/10/22 I emailed CCE per their printed extension request policy here: ************************************************************************************************************************ I had to be in court for three weeks in October for a death penalty case in which I was retained as an expert. I provided supporting documentation. This meant I could not take the exam on 10/17/22. I had no response. On 10/13/22 I emailed one of CCE's State Licensing Facilitators explaining and asking for assistance. No response. Being in court everyday I was unable to contact CCE again until 10/27/22 when I called and was transferred to voicemail for the extension person. I left a detailed message. No response. I also emailed again to two different emails for CCE per their extension policy. Absolute silence. I canceled my exam as there were no appointments available within a 50 mile radius prior to my exam window expiration and failing to cancel meant I would forfeit the $350 exam fee. I continued to check for available exam dates and there were none. Now I cannot schedule at all and thus my $350 has been stolen by CCE as they clearly do not honor their extension policy nor did they respond to my repeated requests for assistance. As a criminal behavior expert I feel uniquely qualified to identify a scam when I see it. Based on complaints of others here, it seems CCE has bamboozled States into believing they are ethical and upstanding. CCE is clearly none of these things. I intend to make a lot of noise in high places about the scam of CCE because other agencies are impacted by their egregious lack of ethics and professional responsibility. Disgusting, reprehensible, and unacceptable. My trial is over so I have time now. If I can save others from this horrible agency stealing their money, rest assured I'm devoting myself to that worthwhile pursuit.

  

  Business Response

  Date: 11/23/2022

  Attached the BBB will find a comprehensive response to the concern presented by Dr. ********. We hope that this response and the actions taken by NBCC address Dr, ******** concern and provide an appropriate resolution to those concerns. Thank you for the opportunity to review and respond to constituent concerns.

  Customer Answer

  Date: 12/01/2022

   I am rejecting this response because:  

  I filed a complaint here on November 13, 2022 and CCE responded on November 23, 2022. As this was the day before Thanksgiving and I was traveling, I missed the message from BBB asking if the response was satisfactory. I am finally catching up with email and saw that my complaint has been closed, which would be fine, but CCE has once again failed to resolve my issue or be responsive. They offered an extension on my exam but did not update ******* *** where I have to register the exam. As such, the offer they made is worthless as they clearly have no intention of granting the extension. They simply wanted to be able to say they resolved it here for public view. I have spent the last two hours on the phone trying to get someone at CCE to pick up. All I get is a recording and placed on hold. I can leave a voicemail but I have done that in the past and no one responds. I called ******* *** and they confirmed that my authorization window has not been extended in their system. As such, I cannot register for the exam. If CCE does not resolve my problem once and for all, I am filing a complaint with the State of *******. They have an ethical and legal obligation to test takers who are at their mercy, as well as to the State, to ensure that the exam is available and that they follow their own policies and remedies when they offer them. This is unacceptable.

  
  

  Desired Resolution / Outcome

  Desired Resolution:	Other (requires explanation) select
  Desired Outcome:	Extend my test authorization window in ******* *** so that I can register for the exam; Add additional time to the extended authorization window because they did not actually provide me the ability to register; Refund

  
  
  
  

  

  Business Response

  Date: 12/08/2022

  A complete response to this matter is attached in pdf form. 

   

• Initial Complaint

  Date:08/28/2022

  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 applied to take my NCE, and paid the $275 fee, back in the beginning of May of 2021. A few weeks after I applied my Mom was placed in hospice care with stage 4 liver cancer that was diagnosed too late. I received approval 4 days before my Mom died, after sitting with her in her last days listening to her drown on her own fluids. Because this was at the peak of Covid, it took months to settle all her stuff and it was an absolute nightmare. I missed my window to test for obvious reasons. When I finally pulled myself back together and called, I was told I could apply for an extension due to "extenuating life circumstances". I did so, and after several weeks of waiting for a response was given a curt, "request denied" and told to reapply for testing and pay the $275 fee again. I've attempted to discuss further, but received no response. The board directly responsible for certifying counselors doesn't see a life altering event, like the death of your mother, as a reasonable excuse to not be able to take a major exam. I paid $275 for nothing, and now they want me to pay it again. They know we have no other option for testing and take advantage wherever possible. Reviews from others share similar experiences. Poor customer service, or no response.

  

  Business Response

  Date: 09/02/2022

  As explained in this response, the Center for Credentialing & Education, Inc. (CCE) processed Ms. ******** *******’s registration for the National Counselor Examination (NCE), consistent with the instructions and information provided to all candidates registering for this examination.  Although she failed to request a test authorization extension within the required window, CCE will grant her extended time within which to schedule and take her NCE due to the personal circumstances experienced by the candidate and described in the comprehensive response to the BBB complaint submitted by CCE as an attached PDF.

  Customer Answer

  Date: 09/02/2022

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

• Initial Complaint

  Date:08/18/2022

  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 was approved to sit for the Mental Health Counselor Licensure Exam by the CCE on 8/2/2022 however the website is not updated and no one will answer my phone calls or emails meaning I still cannot begin to study or sign up for the test delaying my licensure once more. This is now my second complaint about this business through BBB because it seems to be the only way anyone gets their needs met regarding this horrible business. I need the website to be updated so I can work towards my licensure and help people struggling with mental illness. Why is this company not answering any phone calls, emails, or correspondence? I need an answer to that!

  

  Business Response

  Date: 08/26/2022

  The Center for Credentialing and Education, Inc. (CCE) has reviewed this second complaint submitted by Ms. ****** ***** related to her registration to take the new format of the National Clinical Mental Health Counseling Examination (NCMHCE or Examination).  
  
  As explained in the prior complaint response, the candidate selected the new format of the NCMHCE, i.e., NCMHCE-ABE, as part of her May 12, 2022 Examination registration for Florida State licensure. This Examination format is not available to candidates until November 7, 2022.  All candidates have been advised of this information, which is clearly published on the NBCC website (https://www.nbcc.org/exams/ncmhce) and states:  “If you would like to take the new format, the NCMHCE-ABE, you must schedule your examination appointment to take place after November 7, 2022.”  The same instruction was provided to Ms. ***** when completing her online Examination registration in the ProCounselor portal.  Therefore, she was notified that she would be unable to test until after that date.
  
  Immediately upon receiving this second complaint, Tammi ***, Vice President of Business Services and Partnerships, contacted Ms. ***** on August 23, 2022 to explain the status of her Examination registration, and made sure that she understood all of the information and timelines associated with the new format of the NCMHCE.  In addition, Ms. *** apologized to Ms. ***** for any lack of response to the candidate’s communications to CCE, and requested that Ms. ***** identify the dates/times of such communications.  CCE will review its records to determine whether any communication process changes need to be implemented.
  
  Ms. ***** was appreciative and thankful for the call from Ms. ***, and indicated that she plans to withdraw this second complaint to the BBB.  Therefore, it is CCE’s position that all issues identified in this complaint have been resolved to Ms. *****’s satisfaction.

• Initial Complaint

  Date:07/18/2022

  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 and paid for my HSBCP application on June 17, 2022. When I check the portal, it does not appear that my application is being processed (but they made sure to charge my credit card). Information on the website states that I should receive further instructions 10-15 days after submission. I then sent an email on July 1, 2022 asking for a update but never received a reply. I have called three times and left VM's and have yet to get a response. I am never able to get someone on the phone.

  

  Business Response

  Date: 07/28/2022

  The Center for Credentialing and Education, Inc. (CCE) has reviewed the complaint submitted by Mr. ******* *********.  Based on a review of the complaint allegations and the examination registration records, CCE is providing a comprehensive explanation attached to this submission as a PDF.
  
  As explained in this response, the Center for Credentialing & Education, Inc. (CCE) accepts responsibility for the slight delay in processing Mr. ******* *********’s Human Services–Board Certified Practitioner (HS-BCP) credential application.  Immediately upon receiving this complaint, CCE completed its review of the candidate’s application materials, and approved him to take the HS-BCP credential examination.
  
  CCE confirmed that, on June 17, 2022, Mr. ********* submitted his HS-BCP credential application, along with the application fee.  Upon submission, the candidate was notified that CCE received his application, and was instructed to check his online account in ten (10) to fifteen (15) business days for any status change relating to his application.  CCE acknowledges a slight delay in completing a review of all application materials.  As of July 18, 2022, a review of the candidate’s official transcript was the last item needed to be completed before his application could proceed.
  
  On July 19, 2022, CCE evaluated Mr. *********’s official transcript.  Based on that review, the candidate was approved to sit for the HS-BCP credential examination, and instructions for scheduling his test were emailed to the candidate by the CCE test services provider.  That same day, the CCE Director of Certification and Credentialing Services called (left a voice message) and emailed the candidate:  apologizing for the slight delay in processing his HS-BCP application; informing him that a review of his application was completed; and, confirming that he is eligible to schedule a test date for his credential examination.
  
  It should be noted that, following receipt of the BBB complaint, CCE performed a search for any emails and/or voicemails that may have been received from Mr. *********.  Despite a diligent search of CCE records, no communications from Mr. ********* were found.
  
  CCE apologizes for the slight delay concerning the processing of his credential application, and for any lack of response to his communications.  Since the application review was completed, and the candidate has been approved to take the HS-BCP credential application, it is CCE’s position that the issues that were the subject of Mr. *********’s complaint have been resolved, and we hope that he feels that his desired resolution has been achieved.