ComplaintsforCommission for Case Manager Certification

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid over $400 to take the Certified Case Manager Exam in December of 2021. I elected to use the home proctored version of the test. I prepared for the exam, took a day off work, ran a system check on my computer (it passed), logged in 15 minutes prior to my appointment, and followed all of the proctors directions. The exam software would not load the subsequent question without a ***** second delay. Over the next 3 hours and 15 minutes, I had to exit the exam portal 3 or 4 times. The internet speed at my home was more than adequate. The glitches in the vendors software resulted in me completing only 30 questions (out of 180) in 3 hours and 15 minutes. Ultimately, I had no other choice but to reschedule. When I contacted the vendor to get a new date and time, the representative told me to call the **** for a new eligibility number. The agent at the **** told me that because I had been exposed to exam content, I would not be able to test until April of 2022. Businesses and Commissions are responsible for selecting and ensuring the competency of the third party vendors with whom they have contracts. The paying customer should not have to suffer a loss of time, money, or productivity at work due to the technical problems that he or she encounters. I followed, to the letter, every instruction I received from the **** and its testing vendor. How does the **** respond to a candidate who acts in good faith? Apparently, they consider a four month delay in testing more appropriate than a reasonable exception that is within their power to ***** a paying customer and an experienced professional who sought to further his industry credentials. I seek a written apology from the ****s Director of Administration and Operations, a full refund of my examination and application fees, and an appointment at the testing center in Macon tomorrow or Thursday (12/29/21 or 12/30/21). I would caution any candidate against the home proctored version.

  Customer response

  01/11/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

  From: *************************** <***********************>
  Sent: Thursday, January 6, 2022 3:39 AM
  To: ***************************************
  Subject: 16406735

   

  ***********,

   

  Good morning.  You may **** my complaint as resolved.  I received a written and verbal apology from the Director of Administration and Operations at the CCMC.  She also offered to help me get an appointment at a brick and mortar facility during the April testing window and agreed not to charge me an additional fee. 

   

  Thank You.

   

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

   

  Sent from my iPhone

  
  
  Regards,
  
  ***************************

*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. ↩