ComplaintsforAAPC

• Initial Complaint

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am requesting for my CPC certification exam that I took on May 21, 2022 and May 28, 2022 be reviewed again. I received a failed grade of 65%, in which I think is wrong. AAPC makes plenty of money from hard working individuals. We invest in study guides that are expensive, along with books, and exams that are expensive. I feel like there has been some suspicious grading activity going on. Not only am I complain, but this company have received several of complaints that no one is doing anything about. I have taken this test several times, and invested so much money. Each, time I took it I was ok with them saying that I fail, but this last time I know for sure I answered several of those questions correct. This company only provides us with a percentage breakdown of the sections that you take. I can not trust a company that I do not know whats going on behind the scenes. When I took the exam in March of 2022 within 2 I received my failed status. This time it took them 5 days to send me a failed result of 65%. I have taken the test when it was 150 questions and received 65%. Now there are only 100 questions an I am still receiving between 62% and 65%. People grading make mistakes and computers grading make mistakes. I believe that AAPC rip certain individuals off, and allow certain individuals to pass. How can a study guide that cost hundreds of dollars not reflect the questions on the exam? I am very displeased with the grading process, and like several other complaints we just get vague answers that is suppose to satisfy us. I work hard for my money, and to pay for exams and study guides, and to continue to fail is fair to me. I have passed several other exams. I am questioning this grading process and need more that what they are telling me. I am not the only one that felt very confident that they passed, and received a failing grade. Years after years of this company taking hard working citizens money is not right.

  Business response

  06/07/2022

  Hi *******, 
  
  We've gone through the exam competencies and saw improvements in many areas. However, there are areas in which you did well in your March attempt in which you didn't do so well in during your May exam. See a break down of each exam below. 
  
  You mentioned the expense of your study guides. We do not see that you've purchased study guides in your account. We're concerned that you may have third party information that may not be the most accurate study material. Also, we see practice exams in your account. Did your performance on those reflect success? Candidates who are successful with practice exams, when properly timed, tend to be successful on the real exam. 
  
  Finally, we do not see that you have ordered 2022 code books? Are you using current year books in your exam? 
  
  If you would like we would be happy to renew practice exams into your account. Just let us know. 
  
  
  CPC Exam 3/19, 3/26
  Exam Score 62%
  Domain Percent Correct
  Coding Guidelines 57%
  Med Term 25%
  ICD-10-CM 40%
  10000 Series 50%
  20000 Series 50%
  30000 Series 67%
  Medicine 83%
  E/M 50%
  Anatomy 75%
  Anesthesia 50%
  40000 Series 83%
  50000 Series 83%
  60000 Series 67%
  Radiology 67%
  Lab and Path 100%
  HCPCS Level II 67%
  Compliance and Regulatory 33%
  Cases 62%

  
  CPC Exam 5/21, 5/28
  Exam Score 65%
  Domain Percent Correct
  Coding Guidelines 43%
  Med Term 75%
  ICD-10-CM 40%
  10000 Series 50%
  20000 Series 67%
  30000 Series 17%
  Medicine 83%
  E/M 83%
  Anatomy 75%
  Anesthesia 50%
  40000 Series 83%
  50000 Series 83%
  60000 Series 67%
  Radiology 83%
  Lab and Path 83%
  HCPCS Level II 67%
  Compliance and Regulatory 67%
  Cases 65%

  Customer response

  06/13/2022

  I was trying to respond to AAPC's response and accidentally hit send.

  
  

  The explanation that she gave is not enough for me. I know that I made lower in some areas in May, and I did higher in March. I also made higher in May in some areas that I did lower in March. I want to know how I made the exact percentage in 9 areas, if the test was a different test. No, I did not order books from AAPC, I ordered the same books they offer from Amazon. I had the correct books. It seems if you do not order from them, then it's an issue. I ordered  practice exams from AAPC,  that in most cases reflect what's going to be on the test. In this case not so much. I do not like the fact that they are trying to offer me a study guide, instead of answering my questions. Who graded my test, and how did  I get the same percentages in 9 areas? The first time I took the test, I got results in 2 to 3 days, so you mean to tell me the computer, and a person graded it. The 2nd time it took over a week, and I was told the computer graded the test, and an actual person reviewed it. Well, obviously the same grading does not occur each time.  I am requesting that my test is reviewed by an actual person please?

  Business response

  06/16/2022

  Hi ******* - We first recommend that you consider your code books. Are they 2022 code books or older? Using previous year books could affect your outcome. Our next recommendation to you is to use AAPC practice exams before taking the exam again. This will give you a good idea of where you stand with each competency before heading into the real exam. We've added a set to your account free of charge. 
  
  Finally, we recommend that you reach out to AAPC students and veteran members in our Facebook group. Find the link below. There you can discuss the exam and learn how others have approached it. This is the best support group for students seeking success on their medical coding journey. 
  
  https://www.facebook.com/groups/*********

• Initial Complaint

  05/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have reached out to AAPC MAY 2ND & MAY 16TH to cancel the program as the materials have not been used. I reached out to CLIMB the loan company and they advised I need to contact AAPC to work on a refund/cancellation process. I have done so and up until this point, they have been eager to help me but now that I have asked to cancel the program, crickets. I am highly disappointed in this level of service and the longer they take to reply, I am sure the more they can't offer a cancellation. I am not going to be using the course materials and do not plan to continue on with the loan. Please remedy this issue ASAP My loan was fully funded on April 30th 2022 by CLIMB.

  Business response

  05/23/2022

  Hello *********, 
  
  We have reviewed your records and see that an email was sent to you last Friday from Cindy on AAPC's customer service team. Find a copy of her message below. In short, she states that an exception to our refund policy will be made in your case, with a cancellation fee. Find the details below. Cindy will be able to help should you have further questions. 
  
  Sincerely, 
  
  AAPC
  
  
  
  ____________________________________________________________________________________________
  
  Hello *********,
  
  
  Thank you for your email.  You have requested information on returning and canceling your course.  I have our refund policy information below for you to go over.
  
  
  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.  You purchased this course on 3/31/22.  You requested your return/refund information on May 2, 2022, more than 30 days from your purchase date. Technically, this means you are not eligible for a refund.  You can see our full refund policy below and I have provided the link from our website below as well.  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.
  
  
  https://www.aapc.com/policies/refund-policy.aspx
  
  
  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 [email protected] for approval.
  
  
  I am willing to make an exception for you but there will be a $50 cancellation fee per course and membership is not refundable.  You can return any unopened codebooks back to the address below, shipping is not refundable and there will be a $5 per book restocking fee.  If any eBook codes have been redeemed, those are also not refundable.
  
  
  Returns Department
  
  PBD Inc, c/o AAPC
  
  **** ****** ***** ****
  
  Duluth, GA 30096
  
  
  Once your book(s) is/are received, it takes 10-14 business days to inspect and check-in.  Once that process is complete we will then do an additional tuition reduction for those.
  
  
  Let me know if you would like to move forward with your  request and I will be happy to assist you.
  
  
  
  Take care,
  
  
  Cindy S******
  Education Operations
  AAPC

• Initial Complaint

  05/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  paid about $2500 to start a 6 month coding class. Recently after paying for the class my mother underwent surgery for colon cancer and I lost a family member. I emailed the company to extend and they extend my time. Unfortunately, a week or so after that I had another family end up in the hospital then go missing then end up in the hospital again. I also was dealing with mental health and physical health issues that I was not thinking about the course. I emailed back in January to receive a partial refund because I was unable to mentally and physical take the course. I did not receive anything back so I called and they referred me to an email address to ask for a refund. I sent the refund request in February. They replied and stated for certain circumstance we would do this but because it has been over a year we will not. At this time it was about a month or two pass the year ****. I was only asking for a partial refund and felt that if they make exception then they should be able to for this case.I also put this complaint in back in 04/29/22 but did not receive an email to respond to the business response. I have explained that I am not in a mentally health space and I all I would like is a partial refund. I never did any of the assignments.

  Business response

  05/11/2022

  Hello ********,
  
  
  We have reviewed your records and previous communication with our customer service department. Our records indicate that you waited over one year to request an exception to our refund policy. At this juncture a complete or partial refund will not be approved.
  
  You initially purchased your course on February 26, ************************ July 2021 to request an extension on the course. We provided you a courtesy extension for 90 days (free extension). No request for a refund was made at that time and it was indicated you wanted to continue in the course. Your refund request was received nearly a year later, on  February 17, 2022. This is almost 11 months after the deadline to request a refund and seven months after you requested an extension.
  
  No exception will be made due to the significant amount of time that has past since your purchase and the fact that you have completed four chapters. Please review the refund/return policy linked below.
  
  https://www.aapc.com/policies/refund-policy.aspx
  
  The extension previously offered is still available. Please contact our customer service department if you would like to take advantage of the extension.

• Initial Complaint

  04/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid about $2500 to start a 6 month coding class. Recently after paying for the class my mother underwent surgery for colon cancer and I lost a family member. I emailed the company to extend and they extend my time. Unfortunately, a week or so after that I had another family end up in the hospital then go missing then end up in the hospital again. I also was dealing with mental health and physical health issues that I was not thinking about the course. I emailed back in January to receive a partial refund because I was unable to mentally and physical take the course. I did not receive anything back so I called and they referred me to an email address to ask for a refund. I sent the refund request in February. They replied and stated for certain circumstance we would do this but because it has been over a year we will not. At this time it was about a month or two pass the year ****. I was only asking for a partial refund and felt that if they make exception then they should be able to for this case.

  Business response

  04/29/2022

  Thank you for your message. We have reviewed your account and reiterate what our customer service department communicated to you previously: There are times we are able to make exceptions to the refund policy based on circumstances, however, you have waited over one year to request that exception and at this point it is not an option.
  
  See below for a our explanation given to you from our customer service department.
  
  
  You purchased your course on February 26, ************************ July 2021 to request an extension on your course. You were provided a courtesy extension for 90 days. No request for a refund was made at that time and it was indicated you wanted to continue in the course. Your refund request was received by on  February 17, 2022. That is almost 11 months after the deadline to request a refund and seven months after you requested an extension.
  
  Find our refund policy at this link: https://www.aapc.com/policies/refund-policy.aspx
  
  We understand that you have had hardships and we offer our condolences. We can offer an extension if you would like to take advantage of that. 
  
  AAPC

• Initial Complaint

  04/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date 02/01/2022 and 03/01/2022 and 04/01/2022 AAPC took $50.00 from my bank account on those dates.$50 on 02/01/22 $50 on 03/01/22 $50 on 04/01/22 I signed up for a free 14 day trial and they said on the phone today 04/04/22 that if I didn't cancel within that 14 day time period I would automatically be subscribed. I did NOT see this information anywhere when I signed up for the free 14 day trial. I have sent numerous messages to cancel my subscription and they WON'T and they continue to take money from my account. I want my subscription cancelled and I want a refund of all the money they took from my bank account.

  Business response

  04/05/2022

  A refund has been issued to the customer in full and a customer service representative will be reaching out to see if there are any other issues or concerns. It may take a few days for the refund to show on the credit card. 

  Customer response

  04/05/2022

   
  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

  02/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought an online course for a Inpatient coding certification as well as an anatomy class and medical terminology class. I was told its an online class to work at your own pace. It gave me 6 months to complete the coding class, 3 months to complete the medical terminology and 3 months to complete the anatomy class, all with the option to purchase extensions. NEVER was there a mention in the contract that I could not keep continuing to pay for extensions to the class. To my surprise on January 2021 I got an email stating that the online course would close completely on April 1st, 2021! I had paid $2,208.36 plus 5 other extensions of $32.53. I tried to email the company telling them that with covid lockdowns I had unexpected things happen that had made it almost impossible to get in hours to study and complete the course by April. Had I known there was an expiration date that could no longer be extended after a certain time then I wouldn't have paid all that money to start the class. As a mother of 4 kids and trying to go back to school, I looked for a way that would work with my schedule. I thought this program (from the way they advertised) would be a perfect fit for me. The company emailed me back and basically told me there was nothing they could do except offer me the same class to reenroll in for another $595 plus $395 for the certification test. I couldn't afford another $1,000. I was so distraught that I lost all that money and they did NOT tell me that eventually I could not keep purchasing extensions. I ended up at the hospital multiple times thinking I was having a heart attack, only to find out they were ongoing panic attacks. This has caused me months of health issues and medical expenses. I can show you medical records of this being the cause last year. I would like to either be reimbursed for the inpatient coding class or reenroll me for free for another year with the option to extend.

  Business response

  03/07/2022

  Our records indicate the member purchased the course in question in May of 2019. Our eLearning platform shows only an hour of completed coursework in the three year time frame since the purchase. Since then, the member had purchased AAPC curriculum to prepare for a different certification (COC), which also shows incomplete. We hope AAPC students complete courses and fulfill their ambitions to add additional certifications to their name. However, in this case we feel the student has had ample time to complete the *** course. Timelines are outlined in the course syllabus as shown on our website (see link below). 
  
  AAPC courses are supported for two years at which time they are closed due to the changing curriculum. In this case, the version of the *** course purchased by the member was open for three years due to the pandemic, but will be closed at the end of the month. The member may purchase the new version at a discounted rate by calling customer service at ************. 
  
  https://cache.aapc.com/cache/pdf/ciccoursesyllabus_2022.pdf

  Customer response

  03/09/2022

   
  Complaint: 16800744
  
  I am rejecting this response because:
  When I signed up for this class I was NOT informed nor was it in any contract or document that there was an end date to this course with no opportunity to pay for more extensions. AAPC continued to accept my monthly extension payments with no mention that I would no longer be able to extend at any point. If 2 years is the maximum extension then they should mention this in the contract. This is false advertisement and they shouldnt state you can keep extending without also putting the last date you can extend. I didnt know there was a limit to the extensions. You should be upfront with this information in your contract. 
  Sincerely,
  
  ***************************

• Initial Complaint

  12/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AAPC is one of the largest coding certification companies. They certified and provide yearly paid membership as well as paid CEUs needed to keep your certification. They also provided certification classes, coding books, study guides, webinar, etc all this for a cost. To its members. The biggest complain I have is that they provide ******* certification examination which they grade. The thing is that if for any reason you want to review your exam result because you dont agree with it they do not allow you to do that. Whatever grade they said you got is final and members have no rights to argue it. They certified, regulate and set the rules and paying members either abide by them or dont get certification needed to work. AAPC knows this and monopolize the industry and no one is regulating what they do and how they conduct their business or how they treat the rights of their paying members. They are still taking certification exam on papers and when they grade those exam they shred any evidence leaving paying members without a leg to stand on. This is my complain. I also would like to know who regulates AAPC. Who do they answer to. If they are so sure of their transparency why not allow paying members to see how was the exam graded, why shred all tests right after grading?

  Business response

  12/29/2021

  Hello *** - Having students review exams after grading compromises the exams. Maintaining the integrity of our exams is something we take very seriously. However, we do offer examinees a breakdown of their proficiency in each area of competency. Please know that exams go through a thorough quality control process during grading and is done in a manner that verifies an accurate score before being released. Watch the video at the link to learn about our grading process: https://www.youtube.com/watch?v=bnahePL0qZc
  
  

  Customer response

  12/29/2021

   
  Complaint: 16402982
  
  I am rejecting this response because:  AAPC needs to have a more TRANSPARENT relationship with its paying members.  Attached please find the answer to my request to have my exam results review.  I think it was very arrogant and dismissive.  There is no process on earth that is 100% perfect with no faults.  Anyone can make a mistake including scan machine.  Independent third organization/party outside AAPC should verify and regular AAPC processes specially if a paying member has questions and would like their exam review. 

  On AAPC respond to my request to review my exam this was their answer:

  "The accuracy of these measures ensures that the 69% you received is correct and your score is final.  We do not re-evaluate examinations based on the accuracy of our measures. "
  

  The arrogance of AAPC to think their process is fault proof therefore their answer is final and they do not re-evaluate exams base on their accuracy not only takes away or voice and right to get satisfactory answers but also makes me question beside their internal (employee) who else verifies AAPC accuracy or business behavior towards their paying members.

  
  I think it is time to make AAPC and its members relationship fairer and deal as partners.  I would like to escalate this matter to president of AAPC.  At this point it is no longer about the 69% but about the way AAPC treats it members and the rights of its members. 

  In this time and age Corporate TRANSPARECY is a must and AAPC is not exempt from it  
  
  Sincerely,
   
  **************************************

  Business response

  12/29/2021

  Hi *** - Please understand that if every examinee reviews exam questions after the exam, the stature of AAPC certifications within the healthcare industry would be lost. It is critical that we maintain the credibility of our exams. We do involve members to a high degree through the AAPC *********************** and the  AAPCCA ***** of ********** We recommend that you contact your local representatives. They can help advocate for the change your seek. See below for contact information of your regional *********************** members. We also recommend that you connect with AAPC students and veteran coders on our *************** They are an excellent resource on your path to become a medical coder. https://www.facebook.com/groups/AAPCGroup
  
  
  AAPC South East Representatives
  ******************************, MASS, RHIA, CPC, CHTS-TR - ******************
  ************** Panther, CPC, CPC-I, CEMC, *****, CIRCC, CPMA, CCS-P, CHC - ***********************
   

  Customer response

  01/04/2022

   
  Complaint: 16402982
  
  I am rejecting this response because:
  Dear AAPC  

  I keep getting the same generic answers from you.  I agree that you need to keep the integrity of these exams, my concerns are the lack of rights paying members have to request a review on their exam review and most importantly AAPC lack of transparency with its members.  I'm not asking for you to review every exam but those that are really close should be review by a third party/organization if member request.  Being more transparent with your members will keep you and your exam integrity intact and will bring you to the 21st century way of doing business and treating your business partners (member).  you regulate us and who regulates you outside of AAPC.  I've asked for President/CEO of AAPC to get involve on this matter several times to no avail.  I keep getting same generic answer I guess he/she doesn't have time to address this issue after all I'm just one member and you are big corporate.

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

• Initial Complaint

  10/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for the course back in September, 2020. October I decided I did not want to continue with the course. Personal reasons came up with covid cases and a covid death in our family. And my daughter who lives **** miles away had our 2nd granddaughter so I decided to stay where I was due to the flexibility of working from home and traveling from Ohio to ******** to see my grandchildren! I did not email AAPC until February, 2021 asking to cancel my course and charge me for any fees owed. After several emails and a few calls to them I was told I was past the 30 days to cancel it and nothing they could do! I let them know I had noticed other customers awarded cancellations/refunds after the 30 days!! After looking at several other complaints to them from other customers regarding the same issue as me, they have cancelled courses after the 30 days and charged/refunded customers what was owed for fees, books, etc. I have paid so far $1735.72 to AAPC through Affirm. I am only asking for the payments to stop coming out of my checking acct and refund me minus any fees!

  Business response

  12/02/2021

  Hi *********** are very sorry for the difficulties you and your family have experienced during this pandemic. We have done our best to work with our students to accommodate their needs. We look at many factors when determining eligibility and handle each situation on a case-by-case basis.  In some cases, we do make exceptions.   
  
  Our records indicate that you enrolled in our training on August 31, 2020. We received your cancellation request on February 2, 2021, which was 5 months after your purchase date. The AAPC refund policy, as stated on our website, allows for refunds within a 30-day timeframe (find an excerpt of our refund policy below). In addition, you have accessed 7 assignments and spent over 12 hours in the course. At this point, we cannot cancel your enrollment or offer any kind of refund.
  
  
  AAPC Refund Policy: 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.

• Initial Complaint

  10/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the *** course through AAPC in November 2019. I took the entire online course and all online exams and completed with a 95%. I then scheduled my final exam for March 2020. This exam was cancelled due to Covid. I attempted to stay in touch with my local chapter and requested to reschedule multiple times, but the lockdown situation in the *************** hindered that process. I was told that they were working on getting the exam set via zoom or online and that someone would let me know when that was available, I never received any information about exams opening back up and decided to just wait it out. Today I called to the AAPC to see about rescheduling that exam, since I was unable to sit and was told that the exam expired during the Covid lockdowns, that it is not their responsibility to help me actually sit for the exam, that I should have done what others had done and travel hundreds of miles to another state in an attempt to sit for it and that if I would like to take the exam and get the certification I already paid for, I would need to pay another $500. When I signed up for the course it was under the assurance that I could sit for that exam locally. I never received any communication about needing to go to such outrageous measures to complete that. AAPC failed to provide me with the product I paid for. AAPC offers an Ethics Policy on their website- Integrity, Respect, Commitment, Competence, Fairness and Responsibility... they should follow that too. All I want is to sit for my exam but I will NOT pay more money for something I already purchased. A global pandemic is not my fault and it would cost AAPC nothing to fulfill their end of the transaction.

  Business response

  11/30/2021

  Hi ***** - We're sorry that your desire to take an AAPC exam was hindered by exam sites closing. We looked through your account and saw that an AAPC representative extended your exam voucher to December 11th and that there is an exam scheduled in your area for that date. Will this workout for you? Let us know if you're still facing challenges and we'll do everything we can to help you out. 

  Customer response

  11/30/2021

   
  Better Business Bureau:

   

  I got resolution on this issue a few weeks ago and called BBB to withdraw this case. 

  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

*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. ↩