ComplaintsforAAPC

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the CPC course bundle on 3/24/2024 paying $3241.15. I began work on the course, but was notified on 4/18 - 25 days after buying, that the CPC certification is not accepted by my local hospital. I reached out to AAPC to cancel the course and return the books as I was within the 30 day window. After returning the books and AAPC revoking all e-codes, I was notified I will only be refunded $630.75. Leaving me to pay $2610.40 for a course that I cannot complete or use at all. They are currently running a promotion, that I can purchase the same course with books for $2670. So I am paying almost the price for an entire new course without being able to use this course or certification at all. They will not refund a TWO year membership that I did not use except for 25 days. And a whole year codify membership that I never accessed. Refusing to refund either. I understand having to pay for the course since I opened it, but having to pay for a membership and codify that I never used is unethical.

  Business response

  05/07/2024

  Hello ********,
  
  We're sorry to hear that you cancelled your course enrollment. 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.  As you have completed through Chapter 10 of the CPC course, unfortunately, 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.
  
  **********************************************************
  
  Please reach out to customer service at ###-###-#### for further information about the partial refund granted and what was allowed in your case. 
  
  Thank you. 
  
  AAPC

  Customer response

  05/07/2024

  
  Complaint: ********
  
  I am rejecting this response because: I am willing to pay for the course as it was accessed; however, I am being charged for Codify and 2 years worth of AAPC membership that will not be used. 
  

  These were not refunded in this “partial refund” and it is unjust to force payment for items that are not used when the refund was requested within 30 days as your policy states. 
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for the Practicode program. This program took an extremely long time. I put a lot of work into it and even bought extensions. This program took time away from my family but I still completed it. The program had programming issues from the start, which I let the company know several times. They said that for each question the program was supposed to ask if you wanted to use the updated code set or not. It didnt. It asked every so often randomly. The default should not be to go by the previous year code sets, it should use the updated ones. Especially since I bought the code books each year. I got so many problems marked wrong due to this error on the companys part. I didnt think too much into it because I thought this program was to learn so I just read the rationales and moved on. However, it turns out I ended up failing the course through the fault of AAPC. And speaking of the rationales, SO many rationales were WRONG. Yet, AAPC is supposed to be the expert, but they get no repercussions for their mistakes, but we as the novices learning make mistakes and we pay the price.

  Business response

  04/11/2024

  Dear ******,
  
  I want to start by expressing my sincere apologies for the issues you experienced with our Practicode program. I understand that you invested a significant amount of time and effort into the program, and it is disheartening to hear that it took longer than expected.Your dedication and commitment to completing the program despite the challenges are commendable.
  
  Regarding the programming issues you encountered, I apologize for any inconvenience caused. Our intention was for the program to prompt you only for those cases that had a code change based on the year the coder was assigned cases, in your case that would be 2023. So, every time you opt-out you keep your answer key set to the 2023 version, however upon review it appears you did update when the case presented the option which caused the answer key to switch to the 2024 coding. This is the reason you had points taken off when you entered coding for 2023. 
  
  We have the system set this way to allow learners the option to complete Practicode without the need to repurchase books each year since it can be a heavy financial burden.
  
  Furthermore, I apologize for any deficiencies in the rationales provided. As experts in the field, it is our responsibility to ensure the accuracy and educational quality of the content we deliver. We deeply regret any confusion or inconvenience caused by the rationales.
  
  Please be assured that we take your feedback seriously, and we are committed to improving our program based on your valuable input. We strive to provide the best learning experience possible, and we appreciate your patience and understanding as we work towards resolving these deficiencies. As part of our review process, we went through your post-coded notes (notes sent to the program coaches), identified those cases where you were scored against the 2024 coding rather than 2023, and made changes to provide you credit for those cases. As a result of these changes/corrections your new overall score is: 64.2%
  
  Although this isn't a passing score, we are offering you the opportunity to take a 20-case assessment from cases pulled randomly from all the cases assigned to you previously at no extra cost and with three attempts (each additional attempt request would be emailed to ****************************************************).
  
  Once again, I apologize for the inconvenience and frustration you have experienced. Your satisfaction is of utmost importance to us, and we are committed to making things right. Thank you for bringing these concerns to our attention, and I look forward to resolving this matter to the best of our ability.
  
  Best regards,
  
  *************************

• Initial Complaint

  03/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The exam is broken down into sections every-time I pass one section an fail another. Next paid exam , the section I failed I passed , next time I taken the exam the section I passed before I failed on the next paid exam and it keeps going over an over you can fail one section in one paid exam same section you have already passed . Its a trap to keep you paying for sections you already mastered an passed . This company has no competitors it is the only company administering this type of professional coding. Its not fair to the consumer it can cause unemployment do to there unfair test administering. You can pass a section at one paid exam an fail a section you have already passed . Its designed to keep you paying for sections you have already passed. Unemployment for those that are already in the workforce coding real time makes it hard for experienced coders.

  Business response

  03/26/2024

  Hi ***** - This is ************************* from the AAPC national office. I just tried to call you and left a message on your voicemail. Please call me at ************ and I can share feedback about your exams. Thanks!

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The 1st time I took the online certification for the ****, I was in my dining room. The ******* had no problem with this. The 2nd time I took it, I was also in my dining room. This ******* told me I couldnt take there. In a span of 2-3 weeks, the rules apparently changed. I was not allowed to take the test and I was out that voucher. Buying another package of 2 tests, at $399, the last test I took was graded within an hour. An hour? There was even an incorrect question on the test regarding patient came in for lesion removal on right thigh , at the end it said the lesion on the left thigh was sent to pathology . I emailed AAPC about it and they sent me an email that said if I paid $25 I could talk to an expert. What? Why when its on your test?I would like a review of ALL tests I took as if your tests arent correct, Im assuming my tests were not graded correctly.

  Business response

  03/14/2024

  Hi ***** - Our exams team has requested the video recordings of both of your exams to view any inconsistencies. After the review they will determine next steps. We will contact you via email once the investigation is complete. Thank you for your patience. 

  Customer response

  03/14/2024

   
  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.
  

  If I dont hear anything back, I will place another complaint. AAPC cannot, in good faith, fail a person on an exam when the questions have wrong information.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I paid for the instructor led Fundamentals of Medicine and *** course last year. Due to unforeseen circumstances I was unable to start the *** course. A career counsellor for AAPC has informed me that in order to start the *** course this year, I'll need to pay an additional $2000 plus taxes and fees. I understand with the new year, new books would need to be purchased but to charge an additional $2k for a course I've already paid for is ridiculous. The career counsellors are of no help and just further reiterate that I either pay the $2k or I'm out the $5k I paid for the courses.

  Business response

  02/28/2024

  We have spoken with our online education team and they will honor a switch to the new year course with purchase of the new codebooks, waving all of our traditional reenrollment fees. Please email ************************************** with "*********************" in the email subject line once the code book purchase has been made. We will then make arrangements via email for a new course start.

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After paying almost $5000 for 3 courses, 2 programs, study guide, books and tests, I was able to complete the first 3 courses and 1 program with no issues. After that, I began suffering from extreme fatigue/illness and could not focus on the *** course material. I had to take a long break with several attempts in the process. I had surgery with several issues extending months after and struggled to get through the days let alone do the rigorous course work. I do not believe it is fair after having paid so much money and being told I could work at my own pace, I have to complete all of this in 1 year or will have to pay MORE for extensions. I just paid for all new books and to renew my membership so this is an extreme amount of money already and my issues could not be helped. I do want to complete my last program and have something to show for my huge investment.

  Business response

  01/02/2024

  Hi ******* - We spoke to our customer service team regarding your concerns. From our view the only course that needs extending in your account is the *** online review course. Is this what you would like to have extended? 
  
  In the future, don't hesitate to reach out to our customer service team first. They're very understanding and willing to work with you. 
  
  Thank you.

  Customer response

  01/03/2024

   
  Complaint: 21076587
  
  The CPC program, study/practice guides and 2 certification exams. Will I get it for free because I was told it was another $100 to extend it 3 months.
  
  Sincerely,
  
  *****************************

  Business response

  01/04/2024

  Hi ******* - Our customer service team have added *** practice exams to your account, which do expire in one year. While your *** exam voucher expires the end of January, we do offer a 90 day exam voucher extension up course completion. We have noted in your account so there is no confusion, that we will extend *** electronic, 2 attempt, exam voucher up to 90 days after the *** course completion.
  
  All of your course works looks completed on our end. Are you able to log in and review your previous work? If not, let us know by emailing ******************************************** We can help you out from there.

  Thank you!

  Customer response

  01/05/2024

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

• Initial Complaint

  11/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered the course for medical coding and medical billing. After I ordered the course, I realized the starting salary for a medical coder or medical billing is around $40,000 yearly. I make around 70,000-85,000 yearly right now. So I attempted to get a refund a few hours after I"d paid.I was given a partial refund of about $2500, but I was charged approx. $3700. So I have to pay $1225 for glancing at the course? I need all of my money back please. I can' t afford to pay this left over money, I'm a senior citizen with limited resources.

  Business response

  11/21/2023

  Hi ****** - We have refunded your account $2,556.21. Please contact customer service at ###-###-#### if you have any questions. 

• Initial Complaint

  11/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  Business response

  11/16/2023

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

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

  Customer response

  11/16/2023

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

  Business response

  11/21/2023

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

  Customer response

  11/21/2023

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

  Business response

  11/27/2023

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

  Customer response

  11/27/2023

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

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

  Business response

  11/28/2023

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

  Customer response

  11/30/2023

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

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  11/14/2023

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

  Customer response

  11/14/2023

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

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

  Business response

  11/16/2023

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

  Customer response

  11/16/2023

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

• Initial Complaint

  11/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

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

  Business response

  11/13/2023

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

*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. ↩