ComplaintsforAAPC

• 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logged in to a completely redesigned program and realized that I was not given full credit for the progress that I had originally made.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. 

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in I think ************************ checking into medical billing and coding. I called the AAPC just inquiring. It cost money which would require me to take out a loan w climb credit/loan science. I wasn't interested bc I didn't have the money, my credit wasn't good enough for a loan, I wasn't interested in taking out a loan & didn't have the funds really to make payments. The rep said they were accredited but later found out they r not recognized. The rep persuaded me to apply for the loan & do the school. No he didn't obviously have a gun to my head or threaten me. He fed on all my weaknesses, mentally he made me feel like I should/could do this & what was I waiting for. I wasn't mentally & physically ready to start school, but like I said he took advantage of me & convinced me to apply. Yes I do unfortunately have a mental illness & have documentation if requested. I was approved for the loan & was shocked. I think I had to pay a part that was not covered bc I was approved for only so much. Next thing I got a few emails, then books in the mail. I was excited, but knew in my gut I couldn't do it. I had no idea what to do or where to do anything about the learning etc.. I called & the rep acted like I was stupid but explained. I had a year to complete the course, I have yet to do so. After figuring everything out kinda, never made it past the first chapter of one of the lessons. I don't even know. I have been in & out of the hospital since with horrible health conditions. I called/emailed since I applied saying I can't do this. It was just a run around & I couldn't put up much of a fight. I could barely work my full time job & knew I couldn't do this but that rep played with me. I kept getting them to extend the time to do the school but just couldnt, it was too much. I tied to tell that rep that, but he was pushy & made me feel i had to do this & it was right for me.They won't cxl the loan, help me or anything. I got fired from my job & filed for disability

  Business response

  07/10/2023

  Hi ********* - We're sorry to hear that you've had health challenges. We are very upfront about our return policy, which unfortunately has passed in your case. Find the policy below. If you would like assistance or an extension on your course, email ******************************************* or call customer care at ************. We'd be happy to help you continue on your medical coding journey. 
  
  Product-specific Return Policies
  Refunds will not be issued for AAPC Membership, exams, webinars, data files, or On Demand events.
  
  Due to immediate electronic access, refunds or extension will not be issued for Online Practice Exams and Online Area of Study.
  
  Workshop registration is refundable, if you cancel at least one week prior to the workshop you may receive a refund less the $25 cancellation fee. In the event that a cancellation is received less than one week prior to the workshop, no refund will be given. You may transfer your registration to the on-demand version of the workshop or you may have a credit for a future workshop.
  
  Conference registration is refundable, with varying fees and deadlines. See the specific conference web page for further details. Hotel cancellations are also subject to varying fees and deadlines; the specific conference web page will have further details for hotel cancellations as well.
  
  Distance Learning online courses may be cancelled for a full refund within three days after the date of purchase, provided that the student has not accessed the online course, and course materials and books are returned unopened and in good condition to AAPC. After three business days, course cancellations are subject to a $50 cancellation fee per course, in addition to any fees for course materials/books that are not returned to AAPC, or are returned opened or used. Refunds will not be issued for any course that has been accessed, viewed, or partially completed, and no refund is available for any course after 30 days from the purchase date. Course refund requests must be submitted in writing to AAPC for review and consideration. No refunds will be issued for course extensions. Distance Learning courses are for individual use only and are nontransferable. Refund requests must be submitted in writing to ********************************************************* for approval.
  
  E/M Online Training, and Online Exam Reviews that have not been accessed are refundable within 30 days of purchase date. No refund will be issued on any exam or training/review tool that has been accessed, viewed, or partially completed.
  
  Returning an individual book that was purchased in a bundled package will invalidate the bundled discount. All the books in the bundle will revert to their regular prices and the remaining cost of the unreturned books will be subtracted from the refund.
  
  Codify is not refundable, you may terminate your subscription or free trial by contacting AAPC via phone or email. To ensure that your credit card does not get charged, please make your cancelation request at least two business days prior to the end date of your subscription or free trial term.
  
  Practicode may be cancelled for a full refund within 30 days of the date of purchase, provided the Client has not completed any exercises within the modules and/or assessments.

• Initial Complaint

  06/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had requested a refund on my courses or anything that could be done on 6/13/23. I finished one course, so I expected to still pay for that. However, I haven't even started any of the other courses and they refused to refund me on anything. I have recently lost my job, so I have no income to continue paying for them. Plus, I kept having technological issues with the website. I understand they have a 30 day policy, but I literally haven't even started any of the other courses. The first customer service representative I talked to didn't know what to do. So she told me to email them directly. I emailed them on that day on 6/13/23, and did not get a response for 2 weeks on 6/27/23. It took them two weeks to respond basically saying they couldn't help me. Horrible service and it's completely ridiculous they can't even give me a partial refund.

  Business response

  07/05/2023

  Hello *****,
  
  Thank you for your message.  I'm sorry to hear that you would like to cancel your course enrollment.
  
  Our refund/return policy states that we cannot cancel or refund for any course purchased over 30 days ago or for any course that has been accessed, viewed or partially completed. You enrolled on 4/28/2023, have accessed the courses, and completed your Medical Terminology course. Unfortunately, this means you are not eligible for a refund. You can see our full refund/return policy at the link below.  
  
  ****************************************************************************
  
  Thank you, 

  AAPC

  Customer response

  07/05/2023

   
  Complaint: 20252313
  
  I am rejecting this response because:
  This is the exact same automated response they sent me before. What a scam of a business. I still want my refund. I literally never did any other course work besides that one class I completed. Which Im fine paying for that course, but I want a refund on the others!
  Sincerely,
  
  *********************

• Initial Complaint

  06/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This complaint is regarding AAPCs Practicode. I am trying to complete all three modules because I am anxious to submit my apprenticeship removal application. I paid $107 for module two on May 25, 2023. I misunderstood the instructions and failed the test, but there were supposed to be three re-takes. It will NOT reset and let me re-take the module. I reached out to chat support, email support, and phone support and got the runaround before finally being told there is a site upgrade in progress and I may be able to retake the assessment in one or two weeks but they couldnt say for sure. Nothing was said about a site upgrade with no end date in sight when I paid $107 for module two and then another $107 for module three. I am extremely disappointed and frustrated that they would not communicate this with me when I made this purchase.

  Business response

  07/05/2023

  Hi ***** - We have reviewed your account and see that you have been working with an AAPC customer care representative to help you through the issue. A case has been opened with our Practicode team to resolve your issue. Expect to hear back from customer care or a Practicode representative in the coming days. We appreciate your patience.

  Customer response

  07/05/2023

   
  Complaint: 20249277
  
  I am rejecting this response because:
  

  My Practicode Module 2 that I purchased for $107 has STILL not been properly reset despite over a week of speaking with support. Nothing has been resolved and I don't have what I purchased. It is extremely clear the AAPC is a money grab and only cares about taking your money. I want my module properly reset and/or my purchase price refunded.
  

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

  Business response

  07/10/2023

  Hi *****, 

  Our customer advocate team has forwarded you the message below in italics. 
  
  I have heard back from the team, and they reviewed what was going on. The one migration was not supposed to go through is you had completed module one.  They marked that as completed and reset the one failed module. They said it should show those open cases shortly in Practicode. Please let me know if anything else within that is not working. Or if you have other questions or concerns. Have a wonderful day. 
  
  Thank you for your patience. 
  
  AAPC Team
  

• Initial Complaint

  06/24/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In April of 2021 I paid for, took and passed AAPC's CPC certification exam. Unknown to me at the time, membership to AAPC is required to maintain certification. AAPC claims I owe them money for not paying all membership dues in 2021 and took my status as certified professional coder away. But proceeded to accept 2022 and 2023 membership fees from me. On June 22, 2023, after paying my 2023 membership dues via their website, I click on "validate a certification" and find that I am listed as an uncertified member. I had a chat with an AAPC employee named ********, who informed me that it would take ***** weeks to determine what the issue with my account was. When I asked her to speak with a manager, as I found the time frame ridiculous, she replied "I am the manager." I said very respectfully that they were jeopardizing my employment as my employer requires certification, she replied for $100 I can expedite the waiting period to 6-8 weeks, which to me is still unacceptable. I am a single parent, struggle financially, and cannot believe this "money grab" from what I am sure is a multimillion dollar corporation. Not only do I still have to wait 6-8 weeks for a response from them, I have to pay for it. Is this even legal? And to AAPC, I have a question - if I was uncertified in 2021 since you claim I owe membership dues for, why am I not certified in '22 and '23 which are paid in full? The only reason for a membership with you is to maintain certification. If you are continuing to title me as uncertified, why did you take my money for 2022 and 2023? I would not recommend this company to anyone seeking a coding career. They do not care about their members. All they care about is money. If I lose my job over this, I will take this to whoever I need to so that AAPC cannot cause anyone else this kind of stress. FYI, I paid for that certification test, passed that test, and I have the diploma to prove it. You CANNOT uncertify me. Sincerely,*****************************

  Business response

  07/05/2023

  Hi ******** - Our team will be reviewing your credential reinstatement request in the coming days. Expect an email from our review team shortly. Thank you for your patience. 

• Initial Complaint

  06/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Do not sign up with aapc. They will take your money, send incorrect books, then get nasty with you when you try to get it resolved. You can never get a hold of anyone on the phone. Jane does her best to put out fires , but unfortunately she has never taken the classes and had no knowledge of what she's talking about. I would rather go somewhere else and lose what is left that I paid them, than just keep getting ignored. Emails unanswered after 3 to 5 weeks is not a company you want to give thousands too.

  Business response

  06/27/2023

  ********* - We're sorry to hear that you feel this way. Do we need to get you the correct books? What can we do to help you? 

  Customer response

  06/27/2023

  
  Complaint: ********
  
  I am rejecting this response because: I am stating your company takes money and doesn't call back or return emails. I ended up getting the correct book after the lady from AAPC was extremely rude. But by then I  see how the school treats their students. I would never encourage anyone to use them. DO lots of research and find a school that responds and communicates with their students. I give them a 0. 
  
  Sincerely,
  
  ********* *****

  Business response

  06/28/2023

  We'd be more than happy to help you with you concerns. Please let us know what issues you're facing. Feel free to respond through the Better Business Bureau or email **************************

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AAPC offers 2 types of exam vouchers: 1 attempt at $399 AND 1 attempt + 1 retake at $499. I purchased the $499 CPC exam vouchers on 04/20/23, order # *********. And I passed the exam on the first attempt. I then sent an email to AAPC to ask if they can refund the difference or transfer the 2nd voucher to a different credential. However, I was advised in the email response that the exam vouchers are non-refundable and non-transferrable. However, I was unable to find anything on AAPC website explaining this. Its unfair how AAPC would not, at the minimum, refund the difference; they charged me $499 when I could pay $399 to pass the exam.

  Business response

  06/21/2023

  Hi ****** - Purchasing the 2-attempt voucher is a bundle package is like an insurance policy. You pay for it and it is available if/when you need it. 
  
  If you pass the first time, the 2nd attempts voucher was not needed and automatically updates from the profile as the bundle has been used.
  If you had failed then the 2nd attempt voucher is there and available to use. 
  If 2nd attempt voucher is not used, it is not refundable since it is a bundle product that is not separated.
  
  The refund policy on exams is listed here:
  ****************************************************************************

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