American Nurses Credentialing Center

The anxiety of taking a certification test is bad but what is worse is after passing the certification exam waiting for ANCC to issue the certification. That drag their feet and they have no accountability. If you call in ultimately you end up in voice mail somewhere. I received a satisfaction survey the day after I left a voicemail but to this point have not received a response to my question...ugh

***, I have attached our response to Ms***'s rejection Sincerely, [redacted] ***Business response:November 25, Revdex.com South County Road 5, Suite FtCollins, CO Dear ***: I regret that Ms [redacted] does not agree with the information in our response to her complaintHalladay Motors does not advertise “bumper to bumper warranties”We don’t know who put the improper transmission fluid in Ms***’s car, whoever did was careless enough to leave the funnel they used in the engine compartment of Ms***’s carOur service department documented their findings and I have provided photographsWhile I sympathize with Ms***’s situation Halladay Motors is not responsible for the issue Sincerely, [redacted] Vice President/General Manager

November 28, 2014Revdex.comSouth County Road 5, Suite FtCollins, CO 80528Dear ***:I have attached the repairorder with our findingsWe were able to fix an issue with the heater underwarranty however, the transmission is not covered as a result of impropertransmission fluid being usedI have also attached a copy of the Due Bill signedby Ms [redacted] indicating nothing was promised at the time of saleSincerely, [redacted] ***Vice President/General Manager

NEVER Pick calls. After waiting for over 35 mins, the call automatically gets dropped. Pathetic Customer service!

Complaint: ***
I am rejecting this response because: Once again my point is not being receivedThe vehicle was faulty when it was sold to meI let both *** and Brittany know what the issues were with the vehicle right after I drove it off the lotI was told that the warranty that was purchased would fix the problem and to just bring it back for servicingIf the problem was brought up right away, and I was told that it would be fixed.Although Wyoming does not have an expressly titled lemon law, it does have a statute(40-17-101) on the books protecting consumers against faulty vehicles purchased under warranty.Despite the lack of a conspicuous moniker, the basics of the law are quite similar to the lemon laws of most other statesThe law essentially gives buyers an out if all else fails with their vehicles.My vehicle was purchased under warranty
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
This isn't fairNobody is listening to what I am sayingI reported the issue with the transmission immediately after leaving your dealershipI reported it to both *** ***, and ***, the woman working with himThey both told me that the warranty I purchased would take care of the problemI wouldn't have purchased the vehicle if I knew it had any sort of problem because it is so expensive to repair vehicles and I do not have that kind of moneyI didn't wait 10,miles to report itI reported it the same dayAnd I didn't have it serviced in between leaving your dealership and reporting the issue. And I wasn't told that it would take days to service the carI was told "Give me a day or two to diagnose everything, then we have to order parts and it will take a few more days for parts to come in." I have no reason to lie.I'm not a serial complainer.I am, as a consumer, tired of getting taken advantage of by big businesses who don't care about the happiness of their customers because there are people waiting in line with cash in hand. The vehicle was defective upon leaving your dealershipAnd *** *** can account for that. I can not afford to put a new transmission in the carI couldn't even afford to register it myself as I lost my job shortly after purchasing the carI am a struggling single mother of kids who was sold a defective vehicle and all of the blame is being placed onto meThe consumer/customerIt doesn't matter to you because you have already been paid months ago by the bank$14,is a very small drop in the bucket to youBut to me, it is everythingIt means having a safe and running vehicle to drive my kids to and from school in the winter.
Regards,
*** ***

November 28, 2014Revdex.com8020 South County Road 5, Suite 100 Ft. Collins, CO 80528Dear [redacted]:I have attached the repairorder with our findings. We were able to fix an issue with the heater underwarranty however, the transmission is not covered as a result of impropertransmission fluid being used. I have also attached a copy of the Due Bill signedby Ms. [redacted] indicating nothing was promised at the time of sale. Sincerely,[redacted]Vice President/General Manager

[redacted],
I have attached our response to Ms. [redacted]'s rejection.
Sincerely, 
[redacted]Business response:November 25, 2014
Revdex.com
8020 South County Road 5, Suite 100 
Ft. Collins, CO 80528
Dear [redacted]:
I regret that Ms. [redacted] does not agree with the information in our response to her complaint. Halladay Motors does not advertise “bumper to bumper warranties”. We don’t know who put the improper transmission fluid in Ms. [redacted]’s car, whoever did was careless enough to leave the funnel they used in the engine compartment of Ms. [redacted]’s car. Our service department documented their findings and I have provided photographs. While I sympathize with Ms. [redacted]’s situation Halladay Motors is not responsible for the issue. 
Sincerely,
[redacted]
Vice President/General Manager

Complaint: [redacted]
I am rejecting this response because: The information in their response is false and they are not taking any accountability for any of the issues with how the situation was handled. The vehicle was advertised as having a "bumper to bumper" power train warranty. I did not take the [redacted] to any other shop or service it in any way shape or form. I would have no reason to pay a shop to put the wrong transmission fluid in the vehicle, knowing that I did indeed have a warranty.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I had spoken with the organization in March and the requirements were as I had stated. I wrote my complaint in June, and apparently they had changed the requirements since I had spoken with them - their new requirements are dated April 2016. I imagine they had received similar complaints to mine. I thank you, Revdex.com, for your help! 
Regards,
[redacted]

As we discussed, ANCC would like to respond to Complaint No.  [redacted].  ANCC’s response is below. The complaint does not accurately reflect ANCC’s current certification renewal options.  ANCC has more renewal options than the two discussed in the complaint.   Renewing by...

obtaining one thousand (1,000) practice hours and renewing by testing are just two of the renewal options that ANCC provides.  There are also six (6) other renewal options.   These additional options allow individuals to renew their certifications using:  1) continuing education hours, 2) academic credits, 3) presentations, 4) evidence-based practice, quality improvement projects, publications or research, 5) preceptor hours or 6) professional service.  Accordingly, the inability of a certified individual to retake an exam or obtain 1,000 practice hours does not prevent the individual from being able to renew the certification.   ANCC’s renewal options are more fully outlined at http://www.nRursecredentialing.org/renewalrequirements.aspx.  Thank you for your consideration and please let me know if you need any additional information or if ANCC needs to take any additional steps. Warm regards,

I have spoken to [redacted] and the car is at a shop in Grand Junction. We are waiting to find out what is wrong with the car and [redacted] and I have agreed to solve the issue in a manner agreeable to both of us. Sincerely,Jim C[redacted]VP/General Manager

I have attached our response the complaint from [redacted].  Please let me know it you have any questions.
November 21, 2014
Revdex.com
8020 South County Road 5, Suite 100 
Ft. Collins, CO 80528
Dear [redacted]:
On July 5, 2014 [redacted] did purchase a 2012 [redacted]...

from Halladay Motors. The paper work indicated a down payment of $1000.00 however, we did not have a receipt for the down payment. Ms. [redacted] was asked if she had a copy of her receipt since we could not locate $500.00 of the down payment, Ms. [redacted] indicated she did not. Mr. [redacted] later confirmed had received the $1000.00 down payment in cash. I apologize if Ms. [redacted] felt she was being falsely accused the intent was merely to track down the receipt. Upon Mr. [redacted]’s admission he had received the money we felt the issue was resolved. The vehicle was not sold or represented as having a “bumper to bumper warranty” Ms. [redacted] did purchase a 3 year 36,000 mile service contract. When Ms. [redacted] brought her vehicle in for service she was informed the service contract would cover three days of rental car. After diagnosing the vehicle Ms. [redacted] was informed we would need to order parts to fix the heater and she should pick up her vehicle until the work could be completed to avoid additional rental charges, Ms. [redacted] chose not to return and pick up her vehicle. Once the repairs were complete Ms. [redacted] did not return the rental car for a number of days thus incurring the rental bill with Enterprise. 
Halladay Motors inspected the [redacted] prior to offering it for sale and it was sold to Ms. [redacted] in good working condition with 38,600 miles on the odometer. Ms. [redacted] brought the vehicle to Halladay with 46,700 miles on the vehicle. During the inspection of the [redacted] it was discovered that someone had put improper fluid in the transmission rather than the prescribed [redacted] transmission fluid into the vehicle. Whoever put the fluid in left the funnel used in the vehicle with a red fluid in it which was also spilled in the engine compartment. The use of improper transmission fluid damaged the transmission and resulted in the repairs not being covered. I have attached photos taken of the engine compartment at the time of the inspection. 
While it is unfortunate the vehicle was improperly serviced, Halladay Motors bears no responsibility for the damage to Ms. [redacted]’s vehicle, perhaps she has some recourse with the shop that put the wrong fluid in the transmission. 
Sincerely,
[redacted]
Vice President/General Manager

Revdex.com:
I have reviewed the...

response made by the business, and find that this resolution is satisfactory to me.
Regards, I completely underestimated the care that this dealership offers Jim C[redacted] is an amazing person and what a great management team he is going above and beyond my expectations and I recommend this dealership and hit Staff above all others thank you Jim C[redacted]
[redacted]

Review: The ANCC recently started a new certification process for an Emergency Nurse Practitioner Certification. The certification process is completed by portfolio submission only which is very different from all other nurse practitioner certification progra** which require examination. Having vast emergency medicine experience and qualifications above and beyond what is required according to the ANCC's qualifications for the certification, I applied via portfolio on September 9, 2013 with high hopes of being awarded the certification. On November 5, 2013, I received notification that my portfolio had been evaluated and I failed the certification process. Each portfolio is judged according to four categories: Professional Development, Profession & Ethical Nursing Practice, Teamwork & Collaboration and Quality & Safety. Each category is judged as Low, Medium or High. No feedback is given as to how an applicant is deficient (or low) in a particular category. Furthermore, the applicant does not receive any further feedback for the decision outside of the ranking of Low, Medium or High. My portfolio was judged as LOW in all four categories which I found to be extremely odd considering I provided above and beyond the eligibility criteria. After reading my results, I called the customer service number for the ANCC in an attempt to speak to someone to receive feedback on my portfolio. Again, having provided more than the basic eligibility requirements, I would expect someone to be able to explain how my portfolio was scored as LOW in all categories. After being transferred to five different representatives, I spoke with [redacted]. After asking for feedback and a rationale as to how my portfolio was judged so poorly, she informed me that they do not give feedback. [redacted] explained that each portfolio was judged by an outside evaluator and I could not speak to that person nor would she contact them on my behalf. I asked her to personally explain how each area of my portfolio was deficient since it was scored LOW and she could not explain. She went on to explain that the policy of the ANCC is "just because you meet criteria, it does not mean we will award the certification." I asked to speak to her supervisor or someone above her as I found it extremely odd for a company to sale a certification process and not provide any rationale for failing applicants, especially considering the evaluation process was 100% subjective. She refused and told me I could not speak to anyone else. She offered to contact the appeals panel and contact me in 24 hours. The next day [redacted] called and informed me that the appeals committee agrees that no feedback or rationale is given to applicants and could not explain the rationale for my low scores. [redacted] offered to email me a discount code that would allow me to resubmit my portfolio for free (the initial submission was $525). With no other option, I accepted. [redacted] emailed me the discount code a few hours later and the code did not work!!!! At this point I began to independently search for another contact with the ANCC and found the name of [redacted] on the internet. I emailed her and explained my situation as well as the fact that it is highly unethical to create a costly certification process that does not provide any feedback or rationale for the scoring of the subjective evaluation process. [redacted] called me that afternoon. After explaining the situation to her again via telephone, she confirmed that no feedback or rationale is provided to the applicant. She went on to say the outside evaluator is not required to provide the ANCC any feedback or rationale for the portfolios they review. I informed her that the situation she described is a horrible way to conduct a subjective evaluation process. Her response was that they could not give feedback or rationale on the portfolios evaluated because it would give away information and leak information to other applicants. This is the most ridiculous statement I have ever heard. This answer would apply to someone completing an exam. In the exam situation, the ANCC could not give too much information (feedback) away because it would give away information as to what is on the exam. There is no way this statement could apply to my situation where a portfolio is submitted. Every applicant's portfolio is VERY different based on their personal experience, certifications, and education so there is no way to "leak" information. She told me to resubmit (she would fix my discount code) and instructed me to rewrite the exemplar that is submitted with the portfolio so that my experiences and credentials are explained to the person evaluating my portfolio. The biggest issue with that statement is why do they have people evaluating portfolios who have to have experiences and credentials EXPLAINED to them. Nonetheless, On November 7, 2013 I resubmitted my portfolio using the SAME CREDENTIALS that I submitted with my initial application (using the discount code). On December 13, 2013, I received the scoring of my second application and with the SAME CREDENTIALS, I received a rating of HIGH in 3 categories and LOW in one category. Again, no feedback or rationale provided, only a statement saying I had failed the certification process. I found it highly ironic that I received a very different ranking the second time, using the same credentials BUT they still managed to rank me just low enough that I did not pass (received score of 342, score of 350 needed to pass) and would have to pay to resubmit my application. What I find ironic as well is I posted my situation on a nurse practitioner networking group's facebook page to see if anyone else had experience with the certification process and two other nurse practitioners posted stories identical to mine. The other applicants only spoke to the customer service department at the ANCC and stated the ANCC refused to provide them with feedback or justification for the scores and defended the decision by saying "just because you meet the qualifications, it doesn't mean you will receive the certification." This defense is ridiculous as well! Since there is no exam or objective process attached to this certification (only a portfolio submission that is subjectively reviewed by the evaluator), if an applicant meets criteria, they must be awarded the certification because there is nothing else that can be used. I fully believe the new "Emergency Nurse Practitioner Certification" process is nothing but a money making scheme of the ANCC. It is very unethical and inappropriate to require an applicant to pay $525 to submit a portfolio which is subjectively evaluated, scored poorly and absolutely no justification, rationale or feedback provided to substantiate the scores. At this point, I have no desire to have any certification from the ANCC which has shown the**elves to be unethical. With no justification provided for my low scores, I do not feel like this certification process is legitimate and would like a full refund of my application fee ($525).Desired Settlement: I would like 100% of the money paid for the application process refunded to me.

Business

Response:

January 16, 2014

Dear **. [redacted]:

This letter is provided in response to the complaint against the American Nurses Credentialing Center (“ANCC”) by [redacted], which was received on or about January 9, 2014.

ANCC takes issue with **. [redacted]’s inaccurate description of her interactions with ANCC representatives. It is also imperative to understand that all of ANCC’s Certification Programs, including the Advanced Emergency Nurse Practitioner portfolio certification program (“ENP Program”), are psychometrically sound and legally defensible, having been developed in accordance with national accreditation standards governing certifying bodies.

The ENP Program is a relatively new certification program. During early administration of the ENP Program, ANCC is monitoring the assessment tool to make necessary improvements and adjustments. (This is true of all of ANCC’s new certification programs. Monitoring continues throughout the life of the programs to ensure that they remain psychometrically sound and legally defensible).

Prior to receiving **. [redacted]’s complaint, ANCC initiated a customer service plan (“plan”), recognizing that, as a new assessment methodology for certification, it may be new to applicants. Pursuant to this plan, ANCC gives each customer who fails the ENP assessment two opportunities to resubmit his/her portfolio at no cost. Customers who do not pass and wish to withdraw their application are offered a full refund. ANCC’s Director of Certification, [redacted], attempted to contact **. [redacted] to offer her an additional re-submission or a full refund when she failed to pass the second time. However, **. [redacted] did not return **. [redacted]’s call and, instead, **. [redacted] filed her Revdex.com complaint.

ANCC is willing to extend a full refund to **. [redacted], consistent with its customer service plan. Of course, this is not and should not be construed as an admission of liability by ANCC, and all allegations made by **. [redacted] are expressly denied.

I will be out of the office without access to email or voicemail until January 29, 2014. If you have questions about this matter during that time, please contact [redacted] at [redacted]. Of course, feel free to contact me after January 29th at [redacted].

Very truly yours,