Complaints

• Initial Complaint

  12/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been contacting CCAP since 08/2024 regarding my certification renewal i have contacted the person Gaomee as requested in 08/2024 to wait until 6 weeks in which i started contacting again CCAPP and Gaomee 10/02/2024 I have left several messages for her and emails weekly! (proof in need) I have not received any response. I have paid all fees and my verification has not been done to move to take my state test. My director has also called and we was told a email would be sent for my director to verify. This was never done or done. I have left messages for ******** ******* the supervisor. no response. my renewal ends 03/25/2025. This is verify unprofessional. I have done all I needed to move ahead with a career in helping people and CCAPP has done nothing to help or their due diligence in verification of my account. 

  Business response

  12/24/2024

  When an application is reviewed, there are entries that are made by several third parties. Once of the third parties had indicated that they had reservations when recommending this applicant. As part of the process, our office reached out to this third party on several occasions with no response. The applicant was not happy about the delay, but our office does our due diligence when there are reservations regarding the information that they provided. We advised the applicant of the holdup but will not move forward until we get clarification. We have since received the additional information that we needed and there are now other corrections that need to be made. 

  Customer response

  12/30/2024

  I am rejecting this response because:

  I have repeatly contacted CCAPP since August as stated in the first complaint. Me as well as my supervisor and director. Yes, it is true CCAPP does contact third party ex. my school , supervisor or director of my education and internship. This was never done until I contacted BBB. I have left several messages as explain  to Gaomee who is the **** processing my applocation since August and her Supervire ******** *******.  I just found out recently from very helpful Rep ****** what was needed and I appreciate her help. Now this was asked as of December. as stated my license expires in March 2025. I have been trying to get all information in way before December. My application was submitted an August and was not processed until December ( requesting items) this is a lomng time frame. we as my supervisor and myself have several emails of contacting gaomee with no response. we sent emails attached from OCt 2 through now  ( see attached) no reponse. Gaomee went on Vacation From in Nov until Nov ************************************************ her return. As stated ****** ***** have been asssiting now and I greatly appreciate her assistance. but have not advise of what happens from the delay of my informtion not processed on extenstions etc.. on my LIcense? this is been a trying time and negligence on CCAPP **** except ****** *. 

   

  Best, 

  Venice Lightcsy 

  
  

  Business response

  12/31/2024

  All of your corrections that you submitted were reviewed yesterday by Goemee on 12/30/2024. You were then advised that you would need to have current membership since you had paid the member fees. You completed your individual membership and it was processed effective today. Once Goemee verifies that you now have current membership, she can move forward with your application. 

• Initial Complaint

  11/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have paid money to certify with CCAPP. My recovery resident is set up and ready for inspection. ******** *******, has sent an email stating that the processing time is ***************************************************************** after those 30 days. It is now past the ************************************** as promised. Ive sent emails and called multiple times. Im upset because they have taken my money but Im not granted to at least have an update on what I paid for

  Business response

  12/02/2024

  This applicant submitted a complete application on 10/16/2024. We have a minimum processing time of 30-days. We process application is date order received. Due to the holiday it had not been processed. The application was reviewed and there are corrections that need to be made. Please be advised that all of our payments are automated. So when you enter the card information, the fee is deducted immediately from your bank account. 

• Initial Complaint

  09/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I been trying for years to settle this ..I have chat , call and email without and success. Please help.  

  Business response

  09/12/2024

  CCAPP has a no refund policy which is in each of our applications in the Statement of Understand, in which this professional has signed on multiple occasions in many of the applications that she has completed in the past. She is asking for a refund on an application that we have reviewed. We have moved the payment from one initial certification application to another and she has not been able to show that she meets the requirements. We will not refund her the application fee as we have already done the work in reviewing multiple times. 

  Customer response

  09/14/2024

  I am rejecting this response because: I have try multiple time to get the nesscessy items..I have written and let CCAPP know that my school close and that my practicum instructor passed away..I call the school that holding my records without success. This sadden me because my passion is to help those who struggle with their addiction

   I can nolonger do that in the profession I chose..I just wanted to give back like I was helped. I be going on 18 years of be clean Thank you God for saving g me from myself. I feel ?? sooo sad.

  
  

  Business response

  09/16/2024

  Again, we have a no refund policy in which she signed on multiple occasions. We have done the work on her application. We are sorry to hear that she is not able to show that she meets the requirements to sit for the exam. We will not refund the application fee. I will authorize the refund of the exam fee only as she has not taken the exam.  

  Customer response

  09/17/2024

  I am rejecting this response because: I feel this isn't fair..I work hard trying to get everything required done. I want to actually talk to upper management or a supervisor. 
  

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I submitted an application to advance my certification on the 20th of June. Processing time I was told takes 4-6 weeks. Last time I submitted an application for initial certification they told me processing time would be 6-8 weeks and I ended up waiting 12 weeks until I filed a complaint with BBB last year. It is now a week passed the processing window I was given and I have received no response in regard to my inquiries of when this will be processed. I am hoping my application can get reviewed to resolve this issue as my advancement at work relies on it.

  Business response

  08/08/2024

  The only thing that is holding up the processing of this advancement application is proof of payment. We have not received payment on this application. 

  Customer response

  08/08/2024

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

• Initial Complaint

  07/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went through CCAPP Academy for SUD Counselor certification. I applied for my CADC exam and they refuse to approve my application because the education department and my instructor got the dates of my course and practicum wrong. They said it was in 2023 when actually it was 2022. They then said my work supervisor had entered the wrong dates and must submit again. That supervisor no longer works at my company. My current supervisor talked to the credentialing specialist who told him I could add him as my supervisor instead. After submitting again it was rejected again. This time they said my supervisor was a woman I had never heard of who did not work at my company and she had to fill out my supervised hours. After many calls and emails it was revealed they were looking at a different person with the same name as me, a different *****************************. Although hers was from 2018. After admitting they made a mistake I again submitted my supervisor forms which they again rejected. The credentialing specialist wrote that it must be my original supervisor. And it didnt matter that he didnt work there anymore. At the end of May she emailed that she sent a request to his personal email. I replied that he would not respond to her request. My application has been sitting ever since. They got the application fee and payment of $2500 for the school. They refuse to use the original submission from my original supervisor that match the actual dates I served my internship. Either my application should be approved or I should be refunded the application fee so I can apply at CADTP. This is holding up my promotion and my career.

  Business response

  07/22/2024

  CCAPP is required to show that each applicant meets the requirements of California Counselor Regulations Title 9. If you can not show that you meet the requirements listed in State regulations, you will not be preregistered to sit to take the exam. Unfortunately, we have not heard back from the supervisor regarding the information needed to move your application forward. Please be advised that a supervisor cannot verify hours unless they were the supervisor who supervised those particular hours. There is also a no refund policy which is listed in the Statement of Understanding that the applicant signs in every application that we provide. If we are unable to finish processing the initial certification application, CCAPP may refund the exam fee portion, if you are unable to proceed with the application process. 

  Customer response

  07/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  However, after waiting 6 months, 38 emails and multiple calls with no response in addition to receiving incorrect answers from the credentialing specialist, I have wasted so much time and this is unacceptable from a credentialing organization. Twice the CCAPP Academy submitted incorrect information and even sent me someone elses paperwork. 
  A refund is the least I can accept but I am very frustrated and disappointed with the whole process. 
  
  

• Initial Complaint

  06/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  As of 6/26/24 none of the application steps have been reviewed on either *****3 application or RADT renewal, and no communication has been provided regarding RADT renewal or *****3 application status. On 11/24/23 *****3 application/test fee was paid, and all requested documentation was submitted. On 1/22/24 a request for information on test date status was made via phone conversation. I was informed that the application was incomplete as a mandatory box was not selected under the IC&RC EXAM REGISTRATION section. The correction was made, and I was informed that the *****3 application would go back into the line queue and would take an additional 8-12 weeks before the application would be reviewed again. 5/13/24 an email was sent from CCAPP rejecting The step Supervised Work Experience (Field Practicum) which was submitted by the psychologist at Tarzana Treatment Centers who supervised my Field Practicum and is also my direct supervisor as an employee with said company. On 5/28/24 the Field Practicum/Supervised Work Experience was resubmitted by the psychologist and accepted into Certemy. As of 6/26/24 none of the application steps have been reviewed on either *****3 or RADT and no communication has been provided regarding RADT renewal or *****3 application status. Application for *****3 still displays Rejected by Verifier. Additionally, during the 1/22/24 conversation I was informed that my transcripts had been delivered electronically and verified my undergrad BA in psychology. No further documentation was required for the application to proceed. I considered moving to *****, however, I was unable to restart the application due to the complexity of requests required from supervisors and peers. I am currently completing my MA as an MFT and appears Ill be licensed as a therapist before my certification as a counselor is completed. I would prefer not to take legal action but I will if this continues to remain. unresolved.

  Business response

  07/01/2024

  Upon review of your profile and CADC III application process, you were provided a refund of your CADC III application and exam fee in the amount of $339; although you were provided with this refund with an intent to apply for certification elsewhere, we have reviewed your application. It appears that the corrections that were needed have been made, with that said if you would like to proceed with your application with CCAPP, you will want to contact our accounting department to re-pay your application and exam fees, have your official transcript from DLCAS sent directly to CCAPP at ************************************** Once your payment and the official transcript from DLCAS have been received we may move forward with the processing.

   

• Initial Complaint

  06/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I submitted my application on 09/22/2023. This was 9 months & 13 weeks ago. I was charged application processing fees and membership fees and fees to take the state test which was around $300. They delayed my application requesting that my supervisors respond to their individual emails. These supervisor emails are NOT listed as a requirement on the initial CADC application either. CCAPP is taking money to process these applications without telling us they will require additional steps AFTER payment, which feels like willful misrepresentation and fraud. Regardless, I was unable to request my supervisor to send them her information before she went on maternity leave. Because again, it was never listed as a requirement. My supervisor responded on 03/26/2024 after she returned from leave. Because it took so long, I had to pay another $50 to CCAPP to extend my credential to review under a hardship application. Then another $50 to take an ethics course required by them to keep this extension. I have repeatedly contacted the credentialing specialist, the supervisor, and even their ethics department to see what is happening as its been an additional 13 weeks since my supervisor provided the requested email. This is what I have spent below. $250+ for my CADC application to be reviewed.$100 membership fee $50 for a hardship extension $50 for an ethics and boundary course required for the extension.$50 for a RADT application. Every time I call, the reps tell me I must wait for their credentialing specialist to review. I have heard that for 13 weeks. And I have multiple emails showing Ive been contacting them. It has been 10 months & 13 weeks. I dont know what else to do to receive help on processing my application so I can take the state test and keep my job except to contact the BBB or contact a lawyer.

  Business response

  07/01/2024

  This professional had portions of her application that needed further review as her supervisors had provided us with additional information. When this happens and there are concerns with recommending the applicant for certification, we take this very serious. If needed, we will reach out to the supervisor to gather additional information. Once that is done, it will be reviewed with a our Credentialing Supervisor and if there are still concerns regarding this professionals recommendations, it will be sent to the ******************* for review. We allow our board to make final decisions on whether to move forward or what the applicant will need to do to move forward with the certification process. The information provided by the applicants supervisors has been reviewed by CCAPP and has now been forwarded to the board. Once the board makes a decision, we will notify the applicant of the decision that has been made. 

• Initial Complaint

  04/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I applied for CADC I and currently in the process of final review, I was told that the processing can take 5-10 days however 3 weeks has gone by and they yet still provided me an update after attempting multiple times to get a hold of customer service I was informed that I will get a follow up by end of day Friday 4/19/24. The update did not happen. I am in dire need of the certification for my job and the company is delaying/prohibiting me from my career goals

  Business response

  05/02/2024

  Your final review was completed on 04/22/2024, CADC I B Final Review: all previously approved steps and supporting documents reviewed. Transcript review completed. Final review complete, pre-reg for ADC exam. Email sent with additional IC&RC exam information. Successful preregistration.
  

  Please review your email from CCAPP and one from the test company for you to schedule your exam. If you did not receive those emails, please make sure that you check your spam, junk and clutter files. 

• Initial Complaint

  04/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 9th, 2024 I took a $50 ethics, boundaries and confidentiality course advertised by CCAPP in order to register with their credentialing system which was a requirement for a Drug and Alcohol Counselor position that I was interested in. I took the class, passed the test and went to register, but was unable to do so. I tried several times, contacted representatives of the company for assistance, tried several more times, same results. I filed a complaint with CCAPP and a woman named *************************** ****** replied and said I had to contact CCAPP directly. That was a response to a CCAPP complaint form. I'm just getting the run-around. I want my $50 back.

  Business response

  04/22/2024

  The education requirement for the **** is taken through a link on our website. The link takes you to a separate education provider. Once you take the education that is required in order to get registered, you will need to go to the following page to apply:   ***********************************************************************

  Once you get to the page listed above, you would scroll down to...

  READY TO BEGIN YOUR APPLICATION IN CERTEMY?
  The link below opens a new application in Certemy. Log in or create an account after clicking the button.
  DO NOT CREATE A NEW ACCOUNT IF YOU ALREADY HAVE ONE!
  OPEN A NEW INITIAL APPLICATION

  or click on the link below: 

  *******************************************************************************************************************

  When you contacted Certemy directly, they did the right thing to advise that you speak to someone at CCAPP. If you still have trouble applying for the **** initial application, please reach out to our office directly. **************.
  

  Customer response

  04/22/2024

  I am rejecting this response because:

  It appears that they didn't even read my complaint. Just like all the emails I sent. They clearly haven't even tried to open the Certemy page. Just another robo-response from someone who couldn't care less.

   

   

  
  

  Business response

  04/23/2024

  You must click on the link to set up a profile in ******* in order to apply for the **** registration. I clicked on the link and it works correctly. Again, you may call our office if you still are having problems logging into Certemy to complete the application for the ****. If you do not want to move forward with registration, you may contact the education provider to request a refund. 

  Customer response

  04/24/2024

  I am rejecting this response because:

  This person is lying and this is more of the same runaround. As soon as I read the response, I tried yet again to open the Certemy page and it's just as broken as it was when I first filed a complaint. ****** Certemy and try to open the page. These people are trained to deny everything and fix nothing. Thank you for keeping after it.

  *************************

   

  
  

  Business response

  05/15/2024

  If you are requesting a refund of $50 for the 9 hour course, you will need to contact the education provider directly. The link on our website takes you to a another provider. ******* would be who you would contact. 

  Customer response

  05/16/2024

  I am rejecting this response because:

  The receipt was not issued by *******, it was issued by CCAPP. Give me my money back.

   

  
  

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  CCAPP has restarted my "wait period" at least 4 times. This last time they restarted it because they failed to process my payment when it was sent in the first time and it expired. I've attached just a few of the MANY emails I've sent asking them to please process my application. They are keeping me from getting a much needed pay increase. I've lost my housing because I was not able to pay the rent and bills on my current pay rate. It's been 10 months since I began my application.

  Business response

  04/08/2024

  First, it does not matter when you start an application. CCAPP will not review an application until it is complete. A completed application includes the payment. ********** of ************** (DOR) was paying for your initial certification application fee. Due to a third party paying your application fee, has caused the delay in processing your application and was the reason it has not yet been reviewed. Once an application is completed, your processing time then begins. CCAPP received payment from DOR on 02/01/2024. Minimum processing times are 6-8 weeks from the date your application is completed. We process in date order received. The Credentialing Manager sent you an email on 02/27/2024 notifying you that your payment was received from DOR and the processing time on your application. Once your application has been reviewed, you will hear directly from the Credentialing Specialist who is doing the review. 

   

   

  
  

*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. ↩