Complaints

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Cognitive Group Facilitator certification package with this company. I noticed an issue with the exam link not being an actual exam so I emailed multiple emails, multiple times, trying to get an actual exam link (not the quiz link it was sending me to) after months of waiting and finally sending an email stating I would have to file a complaint I finally got an email with a link, which also ended up being a dead end link. I also got an email stating they did not have record of my purchase, which I responded with my proof of purchase only to hear nothing back again. Every contact I have made has been a dead end conversation with no solutions. The newest link sent still sends me to a site that is not working. I feel I have wasted so much time and energy to get a certification with no help from the people running the program. My work paid for this certification and now has encouraged me to pursue a refund as it has been months and there has been no solutions or actual offers to correct these things. When searching the company recently I discovered that this is a common issue. Hopefully having taken this step I will finally get some help. If not I will have to also file a dispute with my credit card. I just want my money back. This business and their lack of communication feels very much like a scam

  Business response

  01/23/2024

  Ms. ********** was provided the proper link for the exam.  She acknowledged it yesterday.   Here is what she sent:

  " No sir the link I had previously received was a dead end link which I had told the person I was talking to with customer support. All after I had reached out to two other emails asking for a proper link. She sent me a new link which was the same link and also another dead end link. The link that you have sent in this email is NOT the same link I had previously received from the packet or the customer support email. I have the email saved as proof and can send it to you to show you that it is an incorrect link, if you would like. If you have been told differently then you probably should have a discussion with your customer support. This is the first link I have received that actually goes to an exam and not some dead end site. "

  * **** ****** **** * ** **** *** *** ***** **** ** *** **** ** ***** *********************** ******
  
  Good Evening Ms. **********,
  Ray ***** brought to my attention your order and your issue with the exam for the Group Facilitor course.  
  He sent the link to you on Saturday and has had no response, and there is no indication that you took the exam.
  Please let me know that you received this email, and the link below in the forwarded message to me.
  Best,
  Dr. P****

  She is free to take the exam at any time.  She has not so far.

  When people communicate with us without an order number, sometimes we have difficulty finding them as the name or email provided is different than what we have on record.

  The link that was originally sent to her for the exam works.  I tried it myself.

  We do not provide refunds on home study programs due to their digital nature and the ease of copying.  She has the study materials.  I'm assuming that since she wanted the exam link (which was provided in the package she received, but perhaps she typed it in incorrectly), she used the materials to prepare for the exam.

  The simple remedy is for her to take the exam.

  Sincerely,
  Dr. Aldo P****, President
  NACBT

  Customer response

  01/23/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********* and find that this response is acceptable. While i wish this was resolved without the need for complaints hopefully they will fix any issues with their links and communications. There are a couple more steps for me to take and hopefully the necessary communication will continue with the business, until everything is over.

  Regards,

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

• Initial Complaint

  01/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was automatically charged for a membership I didn’t want anymore and the price increased. I’ve been asking for the third time to do the refund. I’ve emailed them the same day they charged it and no response. It’s the only professional association I’ve known that does the billing without your consent. They kept my credit card information without my consent. I want my money back.

  Business response

  01/10/2023

  Hello,
  
  
  Our staff checked, and this is the first notice we have received.   
  
  
  Our staff issued a refund today.  The complaintant created an automatic renewal with ******.  We cannot remove that, only the complaintant is able.
  
  
  
  Sincerely,
  *** **** ** *****
  President
  National Association of Cognitive-Behavioral Therapists
  

  Customer response

  01/12/2023

  [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.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  It didn't happen like he is saying and I have evidences of the other emails, but they refunded almost all the money. I was charged $104.44 cad and they refunded 97.66. I guess because of the conversion from US dollars.

  I consider it as resolved.

  Regards,

  **** *******

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid $280.08 to the order # ****** in National Association of Cognitive Behavioral Therapists website for the certificate of *** group facilitator. I got the receipt of the order confirmation by email on March 17, 2022. Then another email notifying the order shipped was received on March 23, 2022. All the materials including a book, a manual, a letter from Dr. **** ****** a blank form of Group Therapy Certification Application and a USB drive were delivered to my address in April 2022. After studying all the materials, I tried to access to the exam link indicated on Dr. **** ******* letter, but the link didn't work. So I emailed *** ***** on June 16 to inquire this issue, he replied to my email with a new link on June 17. I passed the exam on the same day and emailed him what I should submit to obtain the certificate. He replied to my email on June 20 "Congratulations. Please email to me the application. We are notified of your passing the exam." On June 24, 2022 I emailed *** ***** the pictures of my Bachelor Degree diploma and driver license and the signed Group Therapy Certification Application. He replied "Thank you." on June 27. Since then, he never got back to me, although I sent him 3 emails about the certificate mailing. Until today Aug. 18, I had called the phone number displayed on his letter *************** no one answered. I also called the phone number on NACBT website (not the home page but the group facilitator certification link): Contact Us **************, no one answered. Plus, I called the phone number in NACBT business file in BBB website **************, the answering system asked me to leave a message after the tone, but no tone following at all. I really need the *** Group Facilitator Certificate to provide multiple group sessions to the mental health clients in the facility I am working in. NACBT must mail the official *** Group Facilitator Certificate to me as soon as possible, meanwhile, email me the PDF version.

  Business response

  09/07/2022

  This email is in response to #********.  Attached, please find a screenshot from the **** website indicating the progress of the re-shipment of the certificate.  The first certificate was mailed five weeks ago, but the claimant claims that she never received it. 

  
  

  Prior to re-shipping the certificate, we emailed the claimant seeking verification of address.  She failed to respond.  Therefore, we shipped it to the address we have on file.  We notified the claimant of the shipment, but have not had a response from her.

  
  

  Sincerely,

  Dr. **** *****

  National Association of Cognitive-Behavioral Therapists

  Customer response

  09/09/2022

  Better Business Bureau:

  Today Sep. 9th, 2022 I received the official certificate mailed from National Association of Cognitive Behavior Therapist.  Therefore, the complaint has been resolved in the way I expected.  Appreciated for your help with this issue that this certificate will benefit hundreds of mental health clients.  

  Regards,

  **** *****

• Initial Complaint

  07/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On April 6, 2022, I paid $315 (discounted) for the materials associated with the Cognitive-Behavioral Therapy Life Coach Certification. I completed the requirements (passing the exam) and mailed in the acknowledgment of coaching limitations the first week of June 2022. In the month after, I emailed the organization 4 times, once directly to the president, and left two messages to ensure that they had the right mailing information. I got no response until I left a voicemail expressing concern that I would need to file a complaint with you (bbb.org) if I could not get a response to my inquiry. I then received an email from Dr. *****, the president of the organization, saying he thought he remembered signing my certificate and that he would forward my email to the correct team. I responded by asking him who to reach out to directly next time and received no response yet again. I see that communication and receiving a certificate after completion has been an issue in the past. Perhaps this is an area where the organization needs to focus its attention.

*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. ↩