ComplaintsforAAPC

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the AAPC CPPM on Sept 27 2023 during a promotion they were running which included the opportunity for free exam if you purchased the course for $639.00. In reading the materials you could have with you during the test I purchased the Practice Management Reference Guide on October 26 2023 for $175.63. Shortly after the AAPC made an announcement that all testing starting in January would be at a Meazure facility. Well when I went to inquire with Meazure I was told that I could not use my reference guide even though I purchased it specifically to be able to use it. I was told by the representative at AAPC to contact Meazure testing they would be the ones to make the decision if I could use the reference guide. I contacted Measure and was told by the customer service rep no I had to go back and contact AAPC because since it was their test they would have to be the ones to say yes I could use my test. I am being told today that the rep I previously spoke with at AAPC that noted this information is no longer there and that no matter what I am not able to use my reference guide. The rep explained to me that everything you need should be on the Meazure platform. I told her I took the practice test on Monday and they do not provide you with the formula's needed to calculate for some of the problems on the test. Further more I am not out of $175.63 due to purchasing a guide that I do not need nor can I use. Everyone seems to keep ping ponging me from one company to the other and at this moment I am out of $815 due to if I fail a test that you all know that people need books and guides to be able to use when testing you are setting them up to fail. Thus scamming them out of their hard earned money

  Business response

  05/20/2024

  Hello *******,
  
  We sincerely apologize for the inconvenience and confusion you've experienced regarding the use of the Practice Management Reference Guide during your CPPM exam. We would like to clarify that the decision to move our testing to Meazure was made with the intention of improving the testing experience for our students. However, we understand that this transition may have caused some confusion regarding the use of reference materials.
  
  We are refunding the full amount of $175.63 that you paid for the Practice Management Reference Guide, as you were unable to use it for the intended purpose. The CPPM Certification Exam has been reviewed for formulas. For the remaining formulas on the exam, it is expected that a candidate for the CPPM certification should be familiar with these calculations.  Since you originally purchased this product with a credit card, however, it was over 6 months ago we will have to issue a check refund.  Please confirm the best address to send your refund to.
  
  We are committed to providing a fair and effective testing environment for all our students. We do not wish for any of our students to feel as though they are being set up to fail. 
  
  AAPC

  Customer response

  05/20/2024

  
  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.
  
  Sincerely,
  
  ******* ********

  The address that the check can be mailed to is *** ********* **** Elgin, SC 29045

• Initial Complaint

  05/09/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  April 25, 2024 The ******* experienced connectivity problems, causing a delay in my scheduled online exam. I switch to my laptop and could connect. As I was preparing to begin my exam, the ******* began reviewing the rules. Their protocol had not adhered to, resulting in me having to move to a smaller desk for work. I didnt have any room for my open book exam, so I asked the ******* to reschedule it to a testing center. I reschedule the test and took it the week after and now I dont have a retest because AAPC decided to take one of my exam away when i didnt take the exam. I paid *********************************************** one attempt. Money-hungry companies like this make it difficult for students and struggling parents to improve their lives. I emailed them in good faith, but now theyre demanding an extra $100 in addition to the $500 I already paid for a retest.

  Business response

  05/15/2024

  Hi ******** - We're sorry to hear about your frustration. Our exams team have reviewed the recording from your exam. The recording showed that you were sitting at a desk that had several books, papers and pencils/pens on and in the desk. These are not allowed in the testing area based on the security risks to our exam content. In the video, the ******* asked you to remove the items, or switch to his other desk. You asked if he wanted him to sit on the floor, and the ******* said no.
  
  The requests from the ******* were based on the following rules: You must have a clear desk and workspace. A drink on desk is permitted.
  
  Please contact customer service at ************ if you have further questions. 

  Customer response

  05/15/2024

   
  Complaint: 21688423
  
  I am rejecting this response because:

  My desk was clean with water on top of it and book. I have taken a live test before with no problem at all. I am a disable veteran and I was asked in the video to move furniture and my whole desktop computer. He wanted to see what was inside of my closet. All of that was nonsense If the ******* was trained properly he would have suggested I take the exam at a live testing center. I was moving furniture around the room for 40 minutes. 

  Sincerely,
  
  *************************************

  Business response

  05/21/2024

  Hi ********, 
  
  As stated in our previous response, our exams team watched the video recording of your exam. It showed you sitting at a desk that had books and papers, pencils/pens on and in the desk. This is not allowed in the testing area based on the security risks to our exam content. In the video the ******* asked you to remove the items or switch to your other desk, to which you asked the ******* if he wanted you to sit on the floor. The ******* said no.  These requests from the ******* were based on the following rules:
   
  You must have a clear desk and workspace. A drink on desk is permitted.
  
  UNAUTHORIZED ITEMS: You are NOT ALLOWED to use any scrap paper and writing utensils (A Pen or Pencil) during the test.
  
  Once you switched to the other desk, you did not have room for your medical code books and did not get the correct camera angle to proceed with testing. You then asked the ******* to discontinue the exam and that you will take it at a testing center.  
  
  Normally, once an examinee is connected with a ******* the voucher is counted as used. You chose to reschedule based on your frustrations with the testing environment requirements. We have offered you a $100 voucher reinstate fee as an opportunity to NOT lose the first attempt, since the ******* was trying to work with him, and he chose to reschedule.
  
  Please contact customer service at ************ should you wish to proceed with the voucher reinstate fee.
  
  AAPC

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So the AAPC offers funding for courses I got approved for the full amount of the program but the are charging customers 500 to accept the funding so essentially they are getting ********************************************************** any way. If I have to apply for funding then what makes you think I have $500 to give away? Its like a business charging you $500 for using your credit card

  Business response

  05/09/2024

  Hi *********, 
  
  Thank you for bringing this matter to our attention. We'll make sure to relay your concerns to our student financing department for further review. It's important to note that our pricing structure is transparently communicated during the registration process. The price listed includes the $500 pay-in-full discount as noted on the page. 
  
  If you have any further questions or concerns, please don't hesitate to reach out to our customer service team at ************.
  
  Sincerely, 
  
  AAPC

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the CPC course bundle on 3/24/2024 paying $3241.15. I began work on the course, but was notified on 4/18 - 25 days after buying, that the CPC certification is not accepted by my local hospital. I reached out to AAPC to cancel the course and return the books as I was within the 30 day window. After returning the books and AAPC revoking all e-codes, I was notified I will only be refunded $630.75. Leaving me to pay $2610.40 for a course that I cannot complete or use at all. They are currently running a promotion, that I can purchase the same course with books for $2670. So I am paying almost the price for an entire new course without being able to use this course or certification at all. They will not refund a TWO year membership that I did not use except for 25 days. And a whole year codify membership that I never accessed. Refusing to refund either. I understand having to pay for the course since I opened it, but having to pay for a membership and codify that I never used is unethical.

  Business response

  05/07/2024

  Hello ********,
  
  We're sorry to hear that you cancelled your course enrollment. Our refund policy states that we cannot refund for any course purchased over 30 days ago or for any course that has been accessed, viewed or partially completed.  As you have completed through Chapter 10 of the CPC course, unfortunately, this means you are not eligible for a refund.  You can see our full refund policy at the link below. It is also given on the course detail page where you would have registered from and in the Blackboard login email you received the day you enrolled.
  
  **********************************************************
  
  Please reach out to customer service at ###-###-#### for further information about the partial refund granted and what was allowed in your case. 
  
  Thank you. 
  
  AAPC

  Customer response

  05/07/2024

  
  Complaint: ********
  
  I am rejecting this response because: I am willing to pay for the course as it was accessed; however, I am being charged for Codify and 2 years worth of AAPC membership that will not be used. 
  

  These were not refunded in this “partial refund” and it is unjust to force payment for items that are not used when the refund was requested within 30 days as your policy states. 
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for the Practicode program. This program took an extremely long time. I put a lot of work into it and even bought extensions. This program took time away from my family but I still completed it. The program had programming issues from the start, which I let the company know several times. They said that for each question the program was supposed to ask if you wanted to use the updated code set or not. It didnt. It asked every so often randomly. The default should not be to go by the previous year code sets, it should use the updated ones. Especially since I bought the code books each year. I got so many problems marked wrong due to this error on the companys part. I didnt think too much into it because I thought this program was to learn so I just read the rationales and moved on. However, it turns out I ended up failing the course through the fault of AAPC. And speaking of the rationales, SO many rationales were WRONG. Yet, AAPC is supposed to be the expert, but they get no repercussions for their mistakes, but we as the novices learning make mistakes and we pay the price.

  Business response

  04/11/2024

  Dear ******,
  
  I want to start by expressing my sincere apologies for the issues you experienced with our Practicode program. I understand that you invested a significant amount of time and effort into the program, and it is disheartening to hear that it took longer than expected.Your dedication and commitment to completing the program despite the challenges are commendable.
  
  Regarding the programming issues you encountered, I apologize for any inconvenience caused. Our intention was for the program to prompt you only for those cases that had a code change based on the year the coder was assigned cases, in your case that would be 2023. So, every time you opt-out you keep your answer key set to the 2023 version, however upon review it appears you did update when the case presented the option which caused the answer key to switch to the 2024 coding. This is the reason you had points taken off when you entered coding for 2023. 
  
  We have the system set this way to allow learners the option to complete Practicode without the need to repurchase books each year since it can be a heavy financial burden.
  
  Furthermore, I apologize for any deficiencies in the rationales provided. As experts in the field, it is our responsibility to ensure the accuracy and educational quality of the content we deliver. We deeply regret any confusion or inconvenience caused by the rationales.
  
  Please be assured that we take your feedback seriously, and we are committed to improving our program based on your valuable input. We strive to provide the best learning experience possible, and we appreciate your patience and understanding as we work towards resolving these deficiencies. As part of our review process, we went through your post-coded notes (notes sent to the program coaches), identified those cases where you were scored against the 2024 coding rather than 2023, and made changes to provide you credit for those cases. As a result of these changes/corrections your new overall score is: 64.2%
  
  Although this isn't a passing score, we are offering you the opportunity to take a 20-case assessment from cases pulled randomly from all the cases assigned to you previously at no extra cost and with three attempts (each additional attempt request would be emailed to ****************************************************).
  
  Once again, I apologize for the inconvenience and frustration you have experienced. Your satisfaction is of utmost importance to us, and we are committed to making things right. Thank you for bringing these concerns to our attention, and I look forward to resolving this matter to the best of our ability.
  
  Best regards,
  
  *************************

• Initial Complaint

  03/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The exam is broken down into sections every-time I pass one section an fail another. Next paid exam , the section I failed I passed , next time I taken the exam the section I passed before I failed on the next paid exam and it keeps going over an over you can fail one section in one paid exam same section you have already passed . Its a trap to keep you paying for sections you already mastered an passed . This company has no competitors it is the only company administering this type of professional coding. Its not fair to the consumer it can cause unemployment do to there unfair test administering. You can pass a section at one paid exam an fail a section you have already passed . Its designed to keep you paying for sections you have already passed. Unemployment for those that are already in the workforce coding real time makes it hard for experienced coders.

  Business response

  03/26/2024

  Hi ***** - This is ************************* from the AAPC national office. I just tried to call you and left a message on your voicemail. Please call me at ************ and I can share feedback about your exams. Thanks!

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The 1st time I took the online certification for the ****, I was in my dining room. The ******* had no problem with this. The 2nd time I took it, I was also in my dining room. This ******* told me I couldnt take there. In a span of 2-3 weeks, the rules apparently changed. I was not allowed to take the test and I was out that voucher. Buying another package of 2 tests, at $399, the last test I took was graded within an hour. An hour? There was even an incorrect question on the test regarding patient came in for lesion removal on right thigh , at the end it said the lesion on the left thigh was sent to pathology . I emailed AAPC about it and they sent me an email that said if I paid $25 I could talk to an expert. What? Why when its on your test?I would like a review of ALL tests I took as if your tests arent correct, Im assuming my tests were not graded correctly.

  Business response

  03/14/2024

  Hi ***** - Our exams team has requested the video recordings of both of your exams to view any inconsistencies. After the review they will determine next steps. We will contact you via email once the investigation is complete. Thank you for your patience. 

  Customer response

  03/14/2024

   
  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.
  

  If I dont hear anything back, I will place another complaint. AAPC cannot, in good faith, fail a person on an exam when the questions have wrong information.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I paid for the instructor led Fundamentals of Medicine and *** course last year. Due to unforeseen circumstances I was unable to start the *** course. A career counsellor for AAPC has informed me that in order to start the *** course this year, I'll need to pay an additional $2000 plus taxes and fees. I understand with the new year, new books would need to be purchased but to charge an additional $2k for a course I've already paid for is ridiculous. The career counsellors are of no help and just further reiterate that I either pay the $2k or I'm out the $5k I paid for the courses.

  Business response

  02/28/2024

  We have spoken with our online education team and they will honor a switch to the new year course with purchase of the new codebooks, waving all of our traditional reenrollment fees. Please email ************************************** with "*********************" in the email subject line once the code book purchase has been made. We will then make arrangements via email for a new course start.

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After paying almost $5000 for 3 courses, 2 programs, study guide, books and tests, I was able to complete the first 3 courses and 1 program with no issues. After that, I began suffering from extreme fatigue/illness and could not focus on the *** course material. I had to take a long break with several attempts in the process. I had surgery with several issues extending months after and struggled to get through the days let alone do the rigorous course work. I do not believe it is fair after having paid so much money and being told I could work at my own pace, I have to complete all of this in 1 year or will have to pay MORE for extensions. I just paid for all new books and to renew my membership so this is an extreme amount of money already and my issues could not be helped. I do want to complete my last program and have something to show for my huge investment.

  Business response

  01/02/2024

  Hi ******* - We spoke to our customer service team regarding your concerns. From our view the only course that needs extending in your account is the *** online review course. Is this what you would like to have extended? 
  
  In the future, don't hesitate to reach out to our customer service team first. They're very understanding and willing to work with you. 
  
  Thank you.

  Customer response

  01/03/2024

   
  Complaint: 21076587
  
  The CPC program, study/practice guides and 2 certification exams. Will I get it for free because I was told it was another $100 to extend it 3 months.
  
  Sincerely,
  
  *****************************

  Business response

  01/04/2024

  Hi ******* - Our customer service team have added *** practice exams to your account, which do expire in one year. While your *** exam voucher expires the end of January, we do offer a 90 day exam voucher extension up course completion. We have noted in your account so there is no confusion, that we will extend *** electronic, 2 attempt, exam voucher up to 90 days after the *** course completion.
  
  All of your course works looks completed on our end. Are you able to log in and review your previous work? If not, let us know by emailing ******************************************** We can help you out from there.

  Thank you!

  Customer response

  01/05/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered the course for medical coding and medical billing. After I ordered the course, I realized the starting salary for a medical coder or medical billing is around $40,000 yearly. I make around 70,000-85,000 yearly right now. So I attempted to get a refund a few hours after I"d paid.I was given a partial refund of about $2500, but I was charged approx. $3700. So I have to pay $1225 for glancing at the course? I need all of my money back please. I can' t afford to pay this left over money, I'm a senior citizen with limited resources.

  Business response

  11/21/2023

  Hi ****** - We have refunded your account $2,556.21. Please contact customer service at ###-###-#### if you have any questions. 

*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. ↩