ComplaintsforAAPC

• Initial Complaint

  09/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company took $4000 for classes that I chose to take with an instructor. The instructor was wonderful, however, their curriculum does not teach what you need to know to code as much as it teaches you anatomy and physiology which I already knew and felt very tricked when signing up for the instructor lead course. However, my real complaint is that their proctored exam protocol is awful. There is no way I can pass a proctored exam (at a hotel that I paid $200 to be in because they don’t allow you to have ANYTHING in the room with you when you take the exam and I don’t know many people with empty rooms in their home.) the proctor was in another country, and the screen sharing caused screen jumping that was so awful I could not read nevermind keep track of all the codes I needed to find while not being allowed to have a pen or pencil. There were some that I needed 4-6 codes. The exam sets you up to fail to continue spending money. The exam was hundreds of dollars and I purchased the exam with retake option. Both times I had to be in a hotel and had the same screen jumping issue both times, where the screen would jump up and down constantly making reading VERY hard if not impossible. The proctor was no help to me. But if I as much as moved in my seat I was yelled at. The second time I took the test the proctor made me move very heavy hotel furniture and i get back spasms and it was either that or I don’t get to take the test at all.

  Business response

  09/19/2024

  Hi Rachel - We understand you have been working with the AAPC team on a resolution to your issue and you have been additional exam attempts. Please let us know if there is anything further the AAPC team can help with by calling customer serivce at 800-626-2633.  

  Customer response

  09/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22287708, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Rachel Cusanno

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My AAPC id is ******** and I was schedule to take my exam 8/31/2024 , however i met all requirements they needed for me to take this exam . There was one issue with the Camera angle not working properly with zoom , im not sure if was zoom settings ( i dont know how to fix that ) or was a technical issue with zoom that day , but the Proctor that assisted me that day suggested me to reschedule. Now i reach out to AAPC they want me to pay $100 for the retake when I had one more free Attempt. I find this to be Unfair because was a situation out of my control . I try to resolve this with the supervisor Mckenzie Warren and im not getting no were , thats why im here . No one should be loosing money like that due to technical difficulties. I took my camera OFF zoom and was working just fine . Again im not sure if was Zoom or the proctor zoom at the end of the day . Thanks

  Business response

  09/10/2024

  Hello Jessica- Thank you so much for contacting AAPC regarding your live-remote proctored exam 8/31/24.  I am sorry to hear that you were having external webcam issues that day.  Normally, once you connect with the proctor that is considered a completed attempt.  We do recommend testing all equipment prior to connecting with the proctor.  We understand that technical and other issues out of your control may arise on exam day, which is why we offer the $100 voucher reinstatement as an option to you rather than forfeiting the exam due to your equipment or program not permitting you to proceed with testing.  If you are unsure on how to properly work Zoom and the settings area you may want to consider testing at a local Meazure Learning Testing Center once you pay the voucher reinstatement fee.  We appreciate your time and look forward to assisting you with your future exams.  Have a great day!

  Business response

  09/24/2024

  Hi Jessica - As noted in our previous response, prior to taking an AAPC exam, examinees receive a "Notice to Schedule" email. Included in this email are exam General Policies. These guidelines are given to all examinees, who are required to uphold these standards. 
  
  If you would like to redeem your $100 voucher reinstatement fee as a courtesy, contact our customer service team at 800--626-2633.
  
  Thank you. 

  Customer response

  09/24/2024

   
  Complaint: 22238391
  
  I am rejecting this response because:

   

  i belived I shouldn’t be charge for the retake due to technical difficulties!
  
  Sincerely,
  
  Jessica Alvarez

• Initial Complaint

  09/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  WASTE OF MONEY FOR EPIC I SIGNED UP FOR AND ACCIDENTLY HIT TAKE A EXAM/OR SUBMIT THE EXAM BY A MISTAKE TWICE AND MONEY WENT DOWN THE TUBES AND IM NOT TOO HAPPY ABOUT IT AT ALL. HORRIBLE EXPERIENCE AND NOT HAPPY AT ALL not sure im still in ur system or not SCARED AND NERVOUS AND WORRIED ABOUT THIS!

  Business response

  09/04/2024

  Hi Amanda - We've looked into your account and do not see a recent exam attempt. Was the exam for a certification exam or was it in your coursework? We want to help you get back on track. Thank you.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Paid for program and coding books... never received the coding books nor did anyone respond to my emails. I would like at least the price of materials I never recieved refunded. I was unable to complete program due to extenuating circumstances and could not pay additional fees.

  Business response

  07/19/2024

  Hi ******* - We're sorry your having trouble connecting with our customer service team via email. It's best to contact the team by phone at ************. When calling them they will be able to quickly review your account and clear up any issues. Thank you.

• Initial Complaint

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was forced to forfeit a voucher after paying ****** due to an illness and an external camera not being delivered. I tried to called the organization to cancel and they wouldnt let me because it was not within the 24 hours of the test. They have no policy if emergency happens. I feel this is unfair business practice and if I tried to take an exam without an external camera , they should at the very least allow me to. They ask to share your computer screen which they should have no issue seeing whether you have a screen or if you are cheating. I asked for a consideration to use my voucher again due to my illness I offered a physicians not due to having COVID and they would not consider. I feel this is discrimination and poor business practice and would like something done at the very least. Sincerely ***********************************

  Business response

  07/08/2024

  The AAPC exams team has confirmed that the external webcam should have been purchased before the exam was scheduled. We do understand that you were sick with covid and could not go out to buy the webcam physically. As the policy and notice to schedule state, the webcam is absolutely needed in order to take our LRP exams. This will count as a forfeit. We apologize for any confusion on inconvenience this may have caused. Feel free to contact us at ************ with any further questions. 

  Customer response

  07/15/2024

   
  Complaint: 21949237
  
  I am rejecting this response because: I did try to cancel my test and there is a time zone difference and I was unable to cancel it because was not within the 24 hours . I am asking for the voucher back to retake the test because of not being able to cancel and therefore that is why I tried to take the exam without the camera because I didnt want to forfeit my voucher! I feel like I should been given at the very least a chance to take the exam again at a discount of $100 according to the person I spoke to originally *********************************** , she assured me given the circumstances they would help me. I think this is unfair to those of us who tried to cancel and could not because of the time difference. As I said before I cant predict a package being lost in the mail and delivered the next day.  I tried everything in my power to cancel as soon as I could given the circumstances and being sick. I am disappointed that this organization is not willing to help me at all and I have reached out on multiple occasions via phone and email. I also tried to cancel my exam this last time due to My mother being in the Hospital and all they cared about was a letter from the hospital with her information on it stating that is why I had to cancel, so I took the test under complete stress because I was to afraid they would forget yet another voucher.  I couldnt be sure the hospital would give me a letter as I am not my mothers Power of attorney and it is her right to refuse her information under HIIPPA laws.  This is sad for anyone that has to experience an organization who only cares about getting paid and not the education of us individuals who are trying to better themselves. I am very disappointed that this has happened . I went through this organization because of their integrity but I was  sadly mistaken . 

   

  
  Sincerely,
  
  *******************************;

  Business response

  07/26/2024

  ******** - If you share documentation verifying your covid illness in May (anything from a doctor that can verify your illness) or the Amazon delayed information from May we will review your case and determine next steps forward. Please take photographs of either or both and attach them to your Better Business Bureau response. We will forward the documentation to our exams team for review upon receipt. Thank you.
  

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My certification was canceled and I was told by the company that they sent me an email 12/15/23 and 5/15/24 stating my CEUs needed to be entered or I was going to lose my certification. The only email I received was 6/24 stating it has been ************************************************************************************* order to be reinstated I need to pay a fee and I have to wait 4-6 weeks until I am informed by email if I can be reinstated. I receive all emails from AAPC stating to buy books and get another certification but, this I never received. They refuse to work with you and this is my livelihood they have brought to a halt. I am part of a corporate account with my employer and it has been paid. I am aware that I should make sure the CEUs are entered but since I have been a part of the corporate account, I have never had to enter the CEUs previously. I wasn't aware that I needed to do this for 2024 and unfortunately the company failed to reach out to me and let me know. This is so disheartening and I would like an immediate resolution.

  Business response

  07/03/2024

  Dear ******, 
  
  According to our records, you were AAPC certified since 8/2016. During that time you had four successful *** submissions. The last *** submission was February of 2022. This shows an understanding of the *** requirement. You have been on the same corporate account since June 14, 2019 and there have been no changes on your *** date since that time.
  
  AAPC sent two email notifications regarding late ***s. We have no record of changes to your email,  *******************************.)
  
  Email #1: 12/1 - Reminder
  Email #2: 5/14-Final notice
  
  On June 14, 2024 your credential was revoked. 
  
  It is the responsibility of our members to check their AAPC account and maintain their ***s.
  
  If you have further questions or would like information on a path forward, contact our customer service department at ************. They will be able to help you. 
  
  Thank you. 
  
  AAPC

  Customer response

  07/03/2024

   
  Complaint: 21910003
  
  I am rejecting this response because:

  As previously stated I never received any reminder notices except when I got a termination notice in June.  No one is even willing to help or acknowledge this.  Furthermore, I get every correspondence and its strange I never got any of these and my email is the same.

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

  Business response

  07/08/2024

  Dear ******, 
  
  Our records clearly show the reminder emails were sent. Your email provider may have put them in your spam folder. Regardless, it is the responsibility of our members to regularly check their AAPC account and maintain their CEUs. Your account has four successful CEU submissions, which shows your understanding of the requirement.
  
  If you have further questions or would like information on a path forward, contact our customer service department at ************. They will be able to help you. 
  
  Thank you. 
  
  AAPC

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I wanted to cancel my medical CPC coding course instructor led class I started on June 4,2024 due to recent classroom experience. The way my instructor teaches is not my learning style and the way the program is created is not my prefer learning instruction style. I thought I was going to have an instructor learning style that really do a breakdown of the training where the medical lessons was easy to comprehend and really helped focus on grasping the concepts of anatomy and physiology. Instead its just a teacher for 1 hour per work showing a slide show like a review class for students that already have this educational experience/ material before. Im new to this career path and ** being taught like I should already know this information and gives me a 1 week time limit to comprehend all this information and then requires a quiz for understanding which is unfair to someone that just started with AAPC Im very disappointed an dissatisfied and I want a refund back. Ive email the right channels and contacted reps by phone explaining this issue and received no resolved. Im very disappointed

  Business response

  06/24/2024

  Hi India - We have reviewed your account and see that a customer service representative has already started processing a refund for your course. Below are the messages you have received from AAPC customer service. Please contact them directly should you have further questions. 
  
  On Fri, Jun 21, 2024
  
  Hello *****,
  
  Thank you for your email. I'm sorry to hear you want to cancel your course.  The Fundamentals Class is for students who have never had any medical knowledge at all and want to get this knowledge so that they can move forward with the medical coding courses.   
  
  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 5/24/24, and completed through chapter 1 of the Fundamentals course.  Technically, this means you are not eligible for a refund.  You can see our full refund policy at the link below.  It is also given on the course detail page where you would have registered from and in the Blackboard login email you received the day you enrolled.
  
  ******************************************************************
  
  However, I am willing to make an exception and allow a refund.  There will be a $50 per course cancellation/work completed fee, membership and shipping are not refundable and we cannot refund for any books that have been removed from the shrink wrap or any eBook codes that have been redeemed.  You can return any unopened books to the address below for a separate refund less a $5 restocking fee per book.
  
  Returns ********************** c/o AAPC
  **********************
  ****************
  
  Your first refund is in the amount of $3505.79 and has been submitted for processing today ( I made an error and requested a credit card refund instead of a check refund and finance is looking at it to see if they can push it through. I should hear back on Monday whether they were able to push my request through or if I need to request a check refund. I am so very sorry.)  The funds will be applied back to the card you used for purchase within 7-10 business days.  You can find a breakdown of this refund amount below. 
  
  2024 Exam book bundle
  $229.99
  
  Cancelation fee/work completed
  $241.45
  
  Tax
  $0.00
  
  Shipping
  $22.77
  
  Climb Down Payment
  -$4,000.00
  
  Total Amount Not Refundable
  -$3,505.79
  
  The amount of your second refund depends on which books are returned unopened.  Once we receive your returned books, it will take about ***** business days to check in, inspect and process the refund.
  
  Please don't hesitate to ask if you have any further questions or if there is anything else I can help you with.
  
  
  Thank you,
  
  **************************************
  Education Operations/AAPC
  
  
  _______________________________________________________________________________________
  
  Hello *****,
  
  My apologies, I did request a full refund of your Climb loan with Climb.  I do not know if there will be any fees on their end though.  It does ***********-8 weeks for the refund to be processed with Climb so please prepare for that as you will possibly need to make your payments to them until it is finalized.  
  
  
  Let me know if you have any questions.
  
  
  Take care,
  
  **************************************
  Education Operation
  

  .

  Customer response

  07/12/2024

  I paid $4,000 one time debit fee for medical coding classes and its been a hassle trying to get my money back even thou I cancel within 14 days, return my new unused books to ****************** PBD **** c/o AAPC ***************************************. I informed that once I returned my new unused books I would get my remaining refund of $500.00 back my check but then later emailed a response from their representative ***************************** Sales Operations that I would only receive half of my ****** that is owed to me ( not due to books being used or looking destroyed) but due to how my climb down payment was paid. I emailed the representative and stated I never paid in installments- I made a 1 time $4,000 commitment in 1 day . Ive been sent $3,505 of my money however this company is trying to find any excuse to keep the remaining amount of my money even thou I cancel on time within the cancellation period, return my unused books to the proper location, and remain In complete communication by sending them the tracking number to show good honest return request. If the medical coding classes was cohesive to my learning style, I wouldnt even started this process but Im not going to sit here and waste my time or anyone elses time so I paid in full and I expect this company to do good business by returning my full refund back or else send me the books back because if your going to make an executive decision that your only going to refund me half of my remaining refund , then I expect my books back because technically I purchased it if your not going to refund me my $500.00 in full with no legitimate explanation after I followed the return policy and instructions that was provided to me by your AAPC coach . This is highly unprofessional and no one should have to go through this

  Business response

  07/15/2024

  Hi India - $214.99 of the $500 requested was refundable for the returned books. The refund is being processed through our accounting department. The complete $500 is not refundable due to the distance learning cancellation fee, book restock fee, and no refund on shipping. If you would like a breakdown of each of these fees and additional clarification please contact ************************* at ************. 

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

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

  Business response

  05/20/2024

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

  Customer response

  05/20/2024

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

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

• Initial Complaint

  05/09/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

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

  Business response

  05/15/2024

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

  Customer response

  05/15/2024

   
  Complaint: 21688423
  
  I am rejecting this response because:

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

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

  Business response

  05/21/2024

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

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  05/09/2024

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

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