ComplaintsforHuman Resource Certification Institute

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took an associate professional in human resource offered by the human resource certificate Institute, the exam for this was Proctored and given at a ******* *** facility, my medical provider requested the same accommodations during this certificate program. The same accommodations that are provided at any university I've been to. Hrci denied this request, which consisted of computer screen reading material due to a vision impairment I am unable to read from the screen. This is an accommodation I have received in educational settings in the past and feel that it should have been approved.

  Business response

  05/31/2023

  The candidate took the exam on March 29, 2023, and did not pass. They had the accommodations for extra time and separate room with reader. We also reviewed the information on how to better assist the candidate with *******************

  We did some further research to see what we could do for the candidate. Unfortunately, we are unable to provide the exam reader software accommodation at this time. We have spoken with ******* *** and double-checked that they can provide two options for an in-person reader, if you wanted to reconsider going that route.
  
  If you want to take the exam at a testing center, they will provide the human reader/recorder for you.
  
  If you want to take the exam online, you would be responsible for providing the human reader/recorder. The chosen individual will be required to sign two forms (***** Reader Confidentiality Agreement and Code of Conduct as well as the Video and Voice Consent Recording form). A couple of additional items to note:
  The chosen individual is allowed to assist you with the check-in process. 
  Both the service provider and yourself are required to be in view of the webcam for the entire appointment
  The service provider will also need to have their photo ID to confirm it is the correct individual as noted on the signed forms
  The service provider may not have any devices in the testing (e.g., phone, headphones, etc.), similar to you

  We also kept emailing the information to the candidate, so they were aware of everything that was happening thought the process.

  Unfortunately,there is nothing more that we can discuss regarding this situation. We already escalated the request; we are not able to implement it.
  
  If you want to have a human in-person reader at the test center, that is available. If you want to have your own human reader for an online exam, that option is also available.
  
  If you want to go the refund route, I double-checked, and we can refund your 300 USD Exam fee back to you. As the signed exception letter candidate signed. His own word "OK, we can call that square." when he called to verify.

  We have taken his feedback and are analyzing with ******* *** on other methods or ways to implement.

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I HAVE INVESTED IN THIS PROGRAM AND TEST FOR THE **** EXAM. THIS EXAM OVERALL CAST ME $400 FOR EXAM AND FEE (PURCHASED THE END OF 2022). I HAVE BEEN STUDYING VERY HARD FOR THIS EXAM AND HAVE INVESTED IN STDY MATERIALS AND HAVING PEOPLE HELP ME WHICH COST ME ADDITONAL MONEY AND RESOURCES. I FIRST HAD AN ISSUES WHEN I MISSED AN EXAM, AND THEY ALLOWED ME RETAKE IT AFTER SOME PAPERWORK SENT. AS YOU CAN IMAGINE I WAS ALL THE MORE READY 2 ****** LATER. TO MY DISMAY I SPENT HOURS SETTING UP THE PROGRAM AND TESTING MY COMPUTER TO MAKE SURE IT WAS COMPATABLE. IT WAS AND ALTHOUGH IT TOOK FOREVER TO SET UP I PROCEEDED TO CHECK IN. DESPIT NO ISSUES DETECTED IT STILL TOOK 30 MINS TO CHECK IN SO BY THAT TIME IT WAS MY TIME TO TAKE THE TEST. I WAS SHOCKED WHEN THE PROGRAM NEVER LOADED. A BLANK SCREEN WAS ALL THAT EVER LOADED AND I PANICKED AS THE WINDOW TO TAKE MY TEST GOT SMALLER AND SMALLER. I REACHED OUT TO TECH SUPPORT AND CUSTOMER SERVICE BUT NONE OF THEM ARE AVAILABLE TO HELP IN A TIMELY MANNER! I MISSED MY EXAM AND THAT WAS SATURDAY. IT IS TUESDAY AND I HAVE GOT NOTHING BUT A HURY UP AN WAIT AUTO REPLY EMAIL. THIS WAS AN INVESTMENT IN MY FUTURE THAT HAS BEEN IGNORED AND NOT TREATED WITH CARE. IF YOU ARE LOOKING TO DO AN EXAM I WOUL ADVISE NOT TO AS IT SEEMS THEY ARE MORE CONCERNED WITH CHARGING FOR EVERY STUDY MATERIAL POSSIBLE BUT WHEN IT COME TO THE ACTUAL TEST THEIR SERVICE IS NON-EXISTENT!!!!

  Business response

  04/28/2023

  The candidate had an exam scheduled for March 5, 2023, and they logged in at wrong time for exam and she was a no show. We ask the candidate to sign an exception letter informing the candidate we were going to cancel the no show as a one-time exception and before we can update her record, we needed the exception letter signed. Once we received the exception letter, we had her no show canceled and extended the her eligibility to April 3, 2023, so that the candidate can schedule another exam. (When a candidate schedules an exam, they verify 2 times before scheduling the exam if the date and time is correct before the exam is scheduled and it is the candidate own responsibility to be fully aware of the exam/check-in time for an appointment they scheduled themselves) As they also receive a confirmation of the appointment they schedule.

  On April 3, 2023, candidate had an exam scheduled in which she had technical issues. We then also canceled her exam and again extended the eligibility to April 27, 2023, so that the candidate can schedule another exam. We also informed the candidate that she can also schedule the exam at a testing center.

  We have worked with the candidates as any other candidate who has technical issues. Once a candidate is approved there is no refunds as per our policies and procedures handbook. We assist candidates when they have technical issues and candidates are able to schedule an exam at a testing center or online.

   

   

• Initial Complaint

  07/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The entire cost of my purchase of the aPHR program is $1175 at HRCI.org. The program includes a seminar, a practice test, and other components to help you prepare for the exam. I complete every task listed with an 80 percent or above on each practice test to qualify for the money-back guarantee. They received an email from me today, 07/18/2022. They respond to my email by informing me that I have second chance insurance, allowing me to retake the test within 90 days. I'll schedule this when it's possible. However, this was not my HRCI.org program. I contacted today and spoke to numerous customer service representatives, but they were unable to describe how the money-back guarantee program operates. Which leaves me as a paying client who was informed at the start of the process that I am eligible, which makes me confused and angry right now. I have emailed them multiple times with no success in receiving a response by email or phone call. Without any hesitancy or need to guess the response, this should be direct and to the point. I have spent all this money without receiving any explanation from anyone regarding the money-back guarantee. Each representative advises me to get in touch with HR.com and HRCP.com, but I didn't buy the exam from those companies; instead, I went through HRCI.org (the organization I cant get an answer out of). I have filed all proper paperwork with the 30-days of failing the first exam and I still cant get an answer back.

  Business response

  07/28/2022

  Re: Complaint ID  ********; *****************************

  Dear Dispute Resolution Team:

  We received the following complain and we have thoroughly investigated the situation and the claims.

  July 18, 2022, called to inquire about a refund in regard to the ''Money Back Guarantee'' in which inform the candidate he needed to reach out to HR.com directly to review the information as there multiple factors that needs to be reviewed by them. He called again as he mentioned that he was not getting any responses so we emailed hr.com on his behalf so that someone could reach out to him to further assist. As you can see below the candidate was indeed assisted multiple times below.

  Jul 18 @ 3:16pm ET - customer contacted HR.com general help desk to inquire about exam preparations money back guarantee; was not successful on the exam
  Jul 19 @ 2:01 am ET - customer contacted HR.com general help desk to inquire about money back process
  Jul 19 @ 3:24 am ET- customer contacted general help desk indicated non pass of the exam and attached documentation to support the results.
  Jul 20 @ 9:30am ET - HR.com help desk response, explaining the Cert prep manager to review and approve refund requests, Jennifer M*************, was on vacation returning on Jul 21 and was told over the phone a response MAY be received upon return as early as July 21st. 
  Jul 25 - email sent to HR.com general help desk with the intention to reach HRCI
  Jul 25 - Jennifer M************ (after catching up from vacation time off) followed up with customer to proceed with refund.
  Jul 25 - partners who co-share the refund program approved the request w/ HR.com and provided instructions via email to proceed with refund

*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. ↩