ComplaintsforAAPC

• 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. 

• Initial Complaint

  11/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for a medical coding course on Oct 2. Distance learning/teacher led. Its a 16 week program. I attended orientation Oct 7th which was a Saturday. I withdrew from the class after two more Saturday sessions. After all the years of doing massage therapy I find that I cant sit for long periods of time. After taking a two hour exam one day and another the next day my back went into spasm. I called the school and spoke with *********************** who told me I would be due a full refund minus $50 because I am within the 30 day period from purchase of class. Upon hearing this I returned to her the cancellation form over email. I have called AAPC 2 more times before today. No one has ever said a refund isnt a given. I called today and ******* who was very helpful, contacted the people who were processing my request and she was told she attended some sessions, a refund is not a given. ******* said she would follow up if they decline to refund. Decline? This was NEVER an issue in the previous call. I took what they employee seriously and never thought to question it. Why? She works at AAPC and guided me through the withdrawal. I paid $2k upfront and I owe $2065 through Climb which I will pay over 2 years. I should not have to pay for something I am not longer getting. I stopped at chapter 5 when I had to take the exam twice in two days and my back was killing me and I went into spasm and had to lay down on a heating pad. If I cant handle 4 hours of exam over two days, how can I sit for a 5 hour exam or 8 hours a days as a career? This was an honest mistake and over reach on my part but I didnt know how bad it was until I started doing it. They should not play god and say some are considered for refunds and some are not. I was mislead. When you are investing in a future you dont automatically say what if my body fails me, will I be able to get my money back? I relied on the advice I was given by the employee and I withdrew knowing I had a refund coming.

  Business response

  11/16/2023

  Hello ******** - We apologize for the inconsistent messages you have received. We have made an expectation to our return policy and will refunding your membership,original shipping, and eBook textbook.
  
  Final amount owing is $293.79; $243.79 for codebooks shipped and $50 cancellation fee. The refund process has been initiated. It typically takes 7 to 10 business days to be credited. It may take another day or two with the Thanksgiving holiday next week. 
  
  You may return codebooks that have not been used, even without the plastic, to the address provided below. Additional refund will be processed based on receipt of book(s) and $5 restocking fee per book. 
  
  *******, c/o AAPC
  ***************************************
  ******, ** 30096

  We appreciate your patience and wish you the best in your career journey. 

  Customer response

  11/16/2023

   
  Complaint: 20872501
  
  I am rejecting this response because:
  I would like to know my total refund, not what I might get back. Please provide the detail.
  Sincerely,
  
  *******************************

  Business response

  11/21/2023

  Hi ******** - The breakdown of your refund is as follows:
  
  11/15 - *******, course refund
  11/15 - ******, membership and CPC eBook refund
  11/15 - *****, shipping refund

  Customer response

  11/21/2023

   
  Complaint: 20872501
  
  I am rejecting this response because:
  You said the books could be returned as well (all except the *** 10 book which was already used/tabulated). I sent the books back and they arrived yesterday at 11:13EST to your facility in GA. I have not heard an update about the pending refund (minus the $5 restocking fee on 4 books equaling $20). Can you please update me?
  Sincerely,
  
  *******************************

  Business response

  11/27/2023

  We are working with our logistics team to verify receipt of returned books and which books have been returned. As soon as we know, we will be processing your refund. We will update you once confirmed. 
  
  

  Customer response

  11/27/2023

   
  Complaint: 20872501
  
  I am rejecting this response because: the books were received Nov 20th at 11:13am. It doesnt take a full week to put an eye on them. Unless you are taking in thousands of book returns it is very easy to call or email and have someone put eyes on it and ask them to process it. Especially since this is an ongoing problem. This is just a delay tactic. Once the refund is completed I still have to wait **** days for a credit. You are just making this an ever lasting miserable experience.

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

  Business response

  11/28/2023

  A refund was initiated yesterday (11/27/23) for $228.79. It may take **** business days for the amount shows on your credit card. 

  Customer response

  11/30/2023

   
  Complaint: 20872501
  
  I am rejecting this response because:
  The pending transaction is no longer showing as pending in my account. My bank showed the pending credit as a 5 day hold but it isnt in there at all anymore. This BBB will remain open until all refunds are back in my account as promised. As well as the credit on my textbook which was not included in any refund (refund goes back to original card purchase on card #****. I have initiated a complaint with the card but should you refund me that complaint will be cancelled.
  Sincerely,
  
  *******************************

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for the medical coding class as offered by AAPC. After spending nearly 3000 on the course, I completed the final test and earned my certification with a 93% (70%passing is required, this is not a case of ability). However, this is a staged certification process, and in order to be fully certified I had to complete 600 case studies within their program. This was laid out from the very beginning, and I had planned accordingly. When I passed my test, the school shut down the ability to complete the case studies for nearly 5 weeks. This was the time that was mapped out from the beginning, that I had to take vacation from work from, and that was essentially wasted because they would not allow me to complete the requirements. This was never communicated to me as a student until after a login issue was discovered when I was attempting to get started. The schools' decision to shut down this part of the program (called Practicum) for 5 weeks caused me to not be able to become fully certified, wasted 6 months of studies, and frustration of not be able to find employment in the field. My member ID with them is ********, order id ********* amount 2890$, full amount was $3315.36 I am unable to download the supporting documents through their site to attach.

  Business response

  11/14/2023

  Firstly, we would like to sincerely apologize for any inconvenience this shift may have caused in extending your desired course completion time. We understand the importance of timely completion and deeply regret if it has caused you any stress or concern.
  
  At AAPC, we strive to enhance our learner's experience consistently, and it was with this intent that we decided to transition to a new platform. This move aimed to provide better, more efficient functionality and enrich the learning experience. We outlined plans for the transition well in advance, including the expected two to four-week timeframe and the additional 3 free months of access to the Practicode program to compensate for this downtime. Communication was sent to all learners via email regarding the same. The transition process was completed within this projected time period, including the automatic addition of a 3-month extension to the learner's enrollment timeframe, and a follow-up email was sent to confirm the completion of this process.
  
  As part of this process, the downtime for migration started on June 8th, 2023, and this learner was added to the new platform on July 5th, 2023. The learner's original enrollment end date was May 30, 2024. We have now set the end date as August 31, 2024. In a review of the member's account, there are no customer service notes indicating that the learner was upset about this transition and the fact that he couldn't complete the content during his desired timeframe. 
  
  In looking at this member's enrollment, he has completed 6 cases in the platform and has not logged in again since July 18th. As this is an online program, the learner is not required to complete the content in a time frame other than that of his assigned end date. This Practicode program is completely optional for removal of members' apprentice status, per our website (*******************************************************):
  
  To remove the apprentice designation, one must submit two recommendation letters verifying at least two years of on-the-job experience or proof of at least 80 contact hours of a coding preparation course and one letter from your employer verifying one year of on-the-job experience. The letters should come from your employer or coworker, detail your coding experience, and be signed. Download the Apprentice Removal Template to help with submission. Alternatively, you can send proof of education showing you completed 80 or more contact hours. This proof is not required for the exam until all apprentice removal requirements have been met. The processing period is 2-4 weeks. The Practicode CPC-A Practicum provides the necessary experience you need to remove the apprentice status.
  
  
  AAPC reserves the right that we may, at our sole discretion, develop and provide software updates, which may include upgrades, bug fixes, patches, other error corrections, and/or new features. Such updates may also modify or delete certain features and functionality in their entirety or cause the system to be unavailable while these changes are made. If possible, we make every effort to communicate to our licensed users the expected timeframe for such changes. 
  
  Please contact us at AAPC to further discuss your concerns and how we can assist you.

  Customer response

  11/14/2023

  
  Complaint: ********
  
  I am rejecting this response because: I had called multiple times prior to June 8th about being able to start the program. I most definitely expressed concern and issue with logging in, and with the timing. You state you sent notices in advance, yet I did not receive any until after the fact. I did not even get notice that my issue was resolved at the time. The program was not laid out in a way to accurately code, which is why after 6-7 weeks off I quit in frustration. If this was communicated at the time of my purchase, thats acceptable. It wasn't. This was a bomb dropped on me at the last minute. Your BBB rating shows your true self. This is a fraud of an organization and anyone reading should look elsewhere. 

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

  Business response

  11/16/2023

  ****** - We will be giving you a refund on the Practicode product. The refund has been initiated. It typically takes 7 to 10 business days to show on your account. This may be delayed due to the holiday weekend next week. Regardless, know it has been started and will be coming to you account. 

  Customer response

  11/16/2023

  
  Complaint: ********
  
  I am rejecting this response because: The amount for the Practicode was not stated, nor is it anywhere near the value of the course which ended up being a waste of time. With the A designation, I was still not considered for a single position. The removal of this was the whole point of the course, with the practicode. Refunding the smallest portion doesn't change anything. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  11/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello,At the end of August of this year (2023), I was notified by the AAPC my membership dues unable to be withdrawn from the credit card on file. The original agreement to pay my dues was ***** a month until paid in full. This arrangement began in May of 2023. I was never notified of a problem until August. In September of 2023, I went online to the site, found my membership cancelled and my credentials revoked. I immediately paid the balance in full as was stated on the site as necessary to regain my credentials and my membership. I paid using a different credit card. As of November, 2023, my credentials have not been reinstated, nor my membership renewed. My credit card statement shows two charges in the amount of ****** on 9/08/2023. I would like that money returned to me. I would the AAPC to contact me, so I can make sure they credit the proper cards. I would also like the *****, charged to the first credit card back in May, refunded to me. Thank you.

  Business response

  11/13/2023

  Hi ***** - We looked into your account and your credential appears to be valid. This is something our customer service team can help you navigate with a quick call. Please contact them at ************. You can also use online chat at this link: **********************************************

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been working on the AAPC's Practicode to improve my skills and remove my apprentice status. In this course, there were 3 modules of 200 problems and 3 tests to complete. I passed my first module and made a 94 on the test. I was nearly finished with the second module when I was notified that I would be locked out of the program because the AAPC was completely redesigning the program. I was told that it would take about a month to get back in to finish my work, and that I would be notified when it was time. (This was **** 2023)I didn't hear from them, and I sent several emails that went unanswered. After several more attempts I was finally informed that that they could not find my information and that they would have to get back to me. I was never contacted. I was beginning to get desperate, and it took 3 more times of having to be forceful to get someone to finally listen to me. I was finally granted access to the new program October 4, 2023. I logged in to a completely redesigned program and realized that I was not given full credit for the progress that I had originally made. (I kept a record of every single problem that I completed) I went from a very good score (Module 1 Passed, and a 94 on my test) to a 30! They also added more problems: "to give me a better chance at passing the course". To add insult to injury, I was given less time to complete the work than I was originally promised even though this was their error. I won't able to complete the program now that they have taken precious time from me, and the error in my grade due to the transition will make it very hard to pass anyway. My recent attempts to contact the AAPC have been ignored. I feel like I have been robbed of my time, money, and all the effort I put into removing my apprentice status. I would also like to note that I was told by the AAPC's help desk that I'm not the only one who has had problems with Practicode due to the transition.

  Business response

  11/09/2023

  We have received your complaint through the Better Business Bureau and would like to extend our deepest apologies for the distress and inconvenience caused by the transition of our Practicode program.At AAPC, we strive to provide excellent service and assistance to our customers, and we are genuinely sorry for the apparent shortcomings in this regard.
  
  Your feedback has prompted a careful review of your case, and we understand your concerns regarding the progress made on the old platform and how it was reflected on the new one. After a careful investigation, we found that your case assignment after the migration was labeled as 400, which corresponds to the completion of Module 1 (200 cases) in the former system.
  
  We assure you that you have indeed received full credit for the work completed before the transition; once you complete the final 254 cases, we will average your score with the 94% score from assessment 1. The cases you completed for module 2, 146 cases, were imported into the new platform so that you can pick up where you left off. If you do not earn a score of 70% or higher for the overall score for these 400 cases, we can reset the attempt to allow you to retry for a better score; this is upon a submitted request.
  
  We regret the misunderstanding regarding the miscommunication once your account was created in the new platform on July 14th.This was not our intention, and we apologize for any pressure this has caused.***** the situation, we have extended the course completion deadline from 2/23/2024 to 4/30/2024 to rectify the issue and provide you with the time you missed due to this miscommunication.
  
  We understand your frustration concerning the communication issues you faced. Please know that we are taking steps to ensure this situation does not occur again. Finally, we empathize with your feelings of having lost precious time. We value your trust in us and your commitment to improving your skills through our program. We will do our best to ensure you can complete the course and achieve your goal of removing your apprentice status.
  
  Thank you for bringing this matter to our attention. We are committed to providing the best possible service to our customers, and your feedback is vital in order for us to meet that goal.

  Customer response

  11/09/2023

   
  Complaint: 20844386
  
  I am rejecting this response because I upon reviewing my work from the original practicode platform I saw that many of my answers which were marked correct on the old practicode are not correct on the new platform. I have not been getting credit for correct CPT codes because of the difference in the 2 programs. E/M was not an option when entering answers on the original program. So every time an E/M code was transferred (from the old program to the new) it was marked incorrectly (even though it was correct on the original practicode). I have also noticed that there is a difference in many of the correct answers between the two platforms. Additionally, I was not given credit for many of the answers that I got 100% correct. 

  I appreciate your apology and am very grateful for the additional time, but I am concerned about the discrepancies in the answers. It has made a negative impact on my grade.  

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

  Business response

  11/16/2023

  Hi ***** - Thank you for our brief phone call today. As mentioned in our discussion, the Practicode team will be reviewing your cases to look for discrepancies. This could take up to two weeks to complete. I will personally reach out to you once this has been completed. You have my phone number, so don't hesitate to contact me if you have any questions before you hear back from me. 
  
  Thank you.

  *************************
  AAPC

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid ***** to take a certification course and exam. I had two chances to take the exam, and in both cases my online ******* did not like my environment. I was homeless at the time and I had no option of where to take the exam but the library. They would not allow me to take the test at the library because it had glass walls. This led to them forfeiting my two exam attempts. They are making me pay $500 if I want to attempt the exam again. This is completely unfair. They will not refund me for the course either. I do not have the finances to pay for another exam attempt. They took my money and left me without a certificate. **************** will not refund me.

  Business response

  11/06/2023

  Hi ***** - Our records show that since filing the complaint with the Better Business Bureau you scheduled an exam on November 5th at 12:30 PM. Is this correct? 
  
  Our proctors are asked to be stringent on our electronic exam guidelines. We do not allow exams to take place in rooms with glass walls in order to maintain the integrity of the exam. The rules must be apply similarly to all examinees. Please contact us at ******************************************* if you have any questions. We hope for your success on the *** exam and career in the business of healthcare. 

• Initial Complaint

  09/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is a scam. My wife paid so much money to get a CPC-A certification which is completely useless. No employer would even acknowledge this.

  Business response

  09/11/2023

  Hi ***** - Would you share more details on why you feel like this? We have nearly 250,000 members, most of which are certified and their employers expect them to keep their credential. Let us know more specifically about the experiences she's had and we might be able to help. Thank you.

• Initial Complaint

  09/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I feel like I have been completely scammed by this organization. I should have known this organization would do nothing other than rip me off when the organization cancelled my scheduled AAPC exam on two separate occasions. I wanted to take the exam onsite, but AAPC would not offer testing on site in my region and kept trying to get me to travel more than 6 hours to take an onsite exam. When I finally did get an exam scheduled that they did not cancel, I was forced to take the exam online. This experience was an absolute nightmare. At the end of the day, I was still unable to take my exam online because the proctor claimed that they could not see enough of my workspace through my webcam and refused to allow me to take the test. When I filed a complaint with AAPC I was told that they would allow me to take the exam on site if I paid an additional $100 and renewed the membership. I should have just cut my losses, but I wanted to finish what I had started. When I finally was able to take an exam onsite, I supposedly did not pass the exam by 1 question. Of course, you are not able to review your test or challenge any scores given. In the meantime, AAPC has created additional ways in which to extract extra funds from me while actively preventing me from gaining certification. I’ve had to pay for new books, membership dues, additional testing fees, and am constantly being bombarded with solicitations for their overpriced webinars/classes all while I have not even completed certification. Now, AAPC is preventing me from completing Practicode. I had until December 2023 to complete this portion of the certification and it just so happens that I received an email that AAPC will be changing the platform on which Practicode is offered. The email I received stated that the conversion would be a 2-4 week process. At the 4 week mark I sent an email to AAPC requesting an update on the conversion as I still was not able to access the program. I received a generic response back that they were still working on the conversion, and I would receive an additional 3 months of access to the program for the inconvenience. I sent a follow up email on August 21, 2023, requesting an update on the process as I should have had access to Practicode no later than July 8, 2023. Per the website there is a 48-hour response time to requests. As of September 6, 2023, I have not received any communication regarding my request, and I still do not have access to Practicode. If it weren’t for my current career, I’m not sure what I would do. I am out of a lot of money with absolutely nothing to show for it. The entire mission of this company seems to be to prevent you from completing certification so that they can bleed you dry during your attempts to complete the process.

  Business response

  09/14/2023

  Hi ******** - We've reached out to our Practicode team to take a look at your account immediately. We'll reach out to you via email once they've investigated your account and we have information to share. We're sorry you've had issues expressed in your Better Business Bureau complaint. 

*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. ↩