Complaints

• Initial Complaint

  01/08/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been trying to take my exam for my first test and ProctorU agents don't help or don't know what they are doing. I have tried 3 different computers to take my exam and nothing has worked so far. They keep hiring agents that we can't understand what they are saying.

  Business response

  01/13/2025

  Thank you for your feedback. Unfortunately, we were unable to find an account with the email address listed within this complaint. Please contact our support team so that we may investigate your concerns further: ********************************************************************************************

• Initial Complaint

  12/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter was taking a college admin test using this company as advised. She was disconnected during the test and spent over 3 hours on chats and phone calls where the technicians would disconnected prior to issue being resolved. Our final phone call the technician was not listening to my daughter's issues and kept speaking over her. We asked for a supervisor, manager or anyone above this person and we were told that is not an option that there is no one higher or supervising the technicians. I asked to be transferred to another representative and was also denied.Very disappointing outcome and that they are unable or just completely don't care to help their clients.

  Business response

  01/02/2025

  We're sorry to hear of your daughter's experience. We attempted to investigate this issue further; however, we were unable to locate an account with the information provided in the complaint. Please contact us here so that we may review the session and take appropriate action: ********************************************************************************************

  Customer response

  01/02/2025

   
  Complaint: 22747797
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  12/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a test with ProctureU today. The testing site has you download Guardian and you have to allow them to take over you computer. I allowed this action. Then my computer started letting out a beeping sound. Telling me that my computer was compromised and to call the number provided. It was a scam. I was called names I will not repeat here. My camera would not turn off. I can not use my laptop and have to take to *****. The companies response when asking questions was to hang up on me, call me names and offer no sense of assurance this would not happen again. They also told me what I experienced did not happen. Do not trust this program. File as many complaints as possible to not allow this organization to take over your devices.

  Business response

  12/20/2024

  The Meazure Learning Compliance Team has reviewed your sessions from 12/15-12/18/2024. Through reviewing the recordings, we determined that the proctors and technicians did not change any settings on your computer that would have resulted in your computer malfunctioning. When reviewing the session from 12/15/2024, we noticed that you had downloaded the wrong instance of Guardian for your Mac device. While this will not harm your computer, it can cause issues with connecting to a ******* websites within Guardian loading slow, and video issues. 

• Initial Complaint

  12/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My school is using ProctorU for exam proctoring for the first time this semester. My final exams were originally going to use ProctorU's ** proctoring service, but at the last minute this was switched to a Live ******* because of issues that were occurring with the *** I spent an hour with tech support just to get my exam scheduled, and then I paid $8 due to the last minute scheduling, a fee that my school said was supposed to be waived because of the last minute tech issues necessitating the change.After all of this, I was still scheduled for the ** proctored exam, which due to the aforementioned tech issues, wouldn't work. ProctorU support agents disconnected me multiple times. They would tell me that the exam was ** proctored and then disconnect without waiting for me to explain that the ** is the issue I needed resolved. Finally, someone sent me a link to get a refund, considering that I couldn't get the test. My refund was denied because there was "no evidence" of anything wrong on their end, and the $8 was to cover the last minute scheduling, a fee that my school had waived.

  Business response

  12/20/2024

  The support team responded to your refund request on 12/14/2024. Please send back the needed information to confirm your account. 
  
  Thank you, 
  Meazure Learning Compliance

• Initial Complaint

  12/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ProctorU is not allowing me to test due to the fact that my computer has a free version of windows and we cannot remove the activate windows from the screen. The ******* in question made me leave my session and loose a exam voucher. I reached out to their support and their **** refused to listen to me on this issue. They also would direct me to departments that were not relevant to my issue. No where in the provided information did it say that this version of windows cannot be used. I requested numerous times to speak with a supervisor and they would not allow this. The last *** could be heard in the background complaining that I was requesting to be escalated.

  Business response

  12/20/2024

  As stated on our equipment requirements page (**************************************************************************************************), we do not allow unlicensed versions of windows. You will need to locate a device that has a licensed version of windows to take exams with Meazure Learning. 
  
  Thank you, 
  Meazure Learning Compliance

• Initial Complaint

  11/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  There is ALWAYS a problem with this program. Its always crashing causing students hardships of struggling to take our exams. They always blame it on your poor connection. That is a flat out lie. No matter what device or what service youre connected to, its ALWAYS an issue. You have to speak to multiple customer service representatives for ONE issue. They also take their time responding to chats. Do not use this program!

  Business response

  12/03/2024

  Hi *******, 
  
  Thank you for your feedback. The Compliance Team reviewed your session, and we'd like to address your concerns. We see that you last tested your equipment with our free ********Out service on 10/06/2024. During the system check, you failed for high RM utilization. When you connected for your most recent session on 11/24/2024, your RAM utilization was at *****%, which is above our maximum RAM utilization requirements. Our technicians attempted to resolve the issue and you were able to complete the exam. If you'd like to request a refund, please submit a request here: **********************************************************************************************

• Initial Complaint

  11/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was attempting to take the icc b1 exam. On my first attempt I wasnt able to connect due to technical issues. This continued for 36 straight hours! They told me to try another device. I tried 4 in two different states! I had to buy the exam three times because I was told I missed the appointment. I spent 915$ and never took the test. Its an Indian scam. I sent an email to *** demanding my money back. Regardless, how can 4 different computers hard wired not work? I feel scammed and never got to take the exam. Terrible business practices

  Business response

  12/03/2024

  Hi ****, 
  
  Thank you for reaching out regarding your recent experience. We have reviewed the three sessions from 11/22/2024 - 11/23/2024. We confirmed that there were technical issues present. During your session on 11/22, there was a connection delay with the video. Our technician informed you to try another device. However, our data shows that you attempted to connect on the same device for your two 11/23 sessions. We highly encourage you to use a different device for your next session. If you would like to request a refund due to the technical issues experienced, please submit a request here: **********************************************************************************************

• Initial Complaint

  11/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am an Athabasca student and sat for my BIOL 235 midterm on November 2nd in 2024 at 3:10pm. After my walls, my desk and my phone had been checked, I began the examination. During the exam, the supervisor closed the screen of the examination paper and asked me to show her my walls, my desk and my phone again as she claimed that she couldn't see me. Having done what she asked me, I asked her to let me continue my examination because the examination time kept passing and she did not pause the examination time. After a while she opened the screen of the examination paper for me. It made me very nervous and caused me to have a stomach ache because of the waste of my examination time. I am afraid that the disturbance will happen in the future. Thus, I called Proctoru and emailed them at **********************************/hc/en-us which the receptionist of Proctoru gave me. However, the email address is invalid. I emailed them at ********************************** and ********************************** but none of them is valid. I am worried about the future disturbance in the examination. I would appreciate it if you would help me solve the problem or give me any advice.Thank you for your help and I look forward to hearing from you soon.

  Business response

  12/03/2024

  Hi Silja, 
  
  Thank you for reaching out regarding your session on 11/02/2024. We were able to confirm that you had moved out of the proper camera angle during your examination for an extended period of time. The Intervention Specialist closed the exam page while securing the testing environment. While reviewing your session, it appears you were moving closer to the computer to see the screen which caused you to go out of proper camera angle. During testing, you should be able to adjust the text size shown on screen. This will likely prevent issues with being out of proper camera angle in the future. Additionally, you may reach out to your testing organization for an accommodation. 

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ProctorU violates privacy by forcing students to do ceiling to floor room scans It threatens the safety of students by forcing students to release full control of their computers to some random person It places students at risk by allowing some overseas entity to obtain students home address, physically view their home and have access to their computer

  Business response

  11/05/2024

  Thank you for providing your feedback. Similar to in-person testing, we must secure the testing environment. This is completed by test takers performing a room pan. Our What to expect on exam day article can provide additional information on what is expected for an approved testing environment. **********************************************************************************************************************
  
  Meazure Learning uses LMI Rescue, a remote application software, to troubleshoot issues, perform virtual environment checks, and input exam passwords. Hidden actions cannot be completed. You will be able to see every action your ******* performs on your device. If, for any reason, you do not feel comfortable with granting access or you wish to revoke access you can end the remote session by closing the chat box. Once the chat box is closed, the ******* will no longer have access to your device. 

  Customer response

  11/05/2024

   
  Complaint: 22437925
  
  I am rejecting this response because providing a guide on what to expect or telling the customer they can close the chat does not make this manner of screening any less unconstitutional 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased this proctored exam on September 17, 2024 This exam was scheduled for October 12, 2024 @ 12:40pm I logged in 22 min minutes before the start time. The webpage said "If you are taking a proctored exam, please remain on this page and a ******* will assist you."A ******* never arrived. I waited on the page for over an hour. I called the Praxis customer service umber twice and was told to call Proctor U. I called proctor U multiple times. Each time, the call was disconnected. I attempted to reach a Proctor U agent on their live chat option. Received said agent. She offered zero assistance and ended the chat.

  Business response

  11/05/2024

  Thank you for your feedback. There was no record of an attempt to take the exam on 10/12/2024. ******* Learning cannot issue a refund for this exam as all payments are made directly to ETS. Please contact *** with any refund inquires. 

*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. ↩