Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/05/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  scheduled a test for $27, and was on tech support for over two hours to get it fixed and was not able to resolve the issue. They told me to talk to another agent about rescheduling the exam since i was not able to take it. They then tried to charge me another $12 to reschedule because I was not able to reschedule within the hour, but support had me hung up trying to fix it for 2 hours. Then the supports kept ending and closing my chat when trying to figure out why I had to repay $12

  Business Response

  Date: 03/21/2025

  Thank you for providing feedback regarding your recent experience. The Meazure Learning Compliance Team reviewed your session. When looking through chat logs, we found that you ended the chat session several times. Each time the chat is ended, a test taker must establish a new connection with a *******. This delays the launch process. Additionally, you were asked to remove a virtual security threat and reconnect. ******* Learning does not allow virtual assistance software. The fee you enquired about is the Take It Now fee. To avoid additional fees, test takers may schedule or reschedule for at least 48 hours in advance. If you would like to request a refund, please submit one here: ********************************************************************************************

• Initial Complaint

  Date:02/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Exam scheduled for 1230pm on a Sunday. Day before test i log in to verify computer and all settings. Notice test is in 7 hours as they have timezone set for somehwere in *****. I correct timezone setting, and have to pay $8 since it technically reschedules the exam. Day of test, I log in 30 minutes and watch ticker tick down. At 3 minutes I can log in. Their guardian browser refuses to show video. They place me in the loop bouncing between ******* and technician, and are unable to resolve the issue. I switch computers (windows to MAC) problem remains. Mind you, both computers passed their online test, including internet speed requirements.3 hours later, I have now communicated with 9 people and request a supervisor. An hour after that, I'm in the test with some back door ****** chrome method that just watches me and my screen. Team members bounced me to someone else 4 times despite, me requesting them not to. Never got a manager. And they closed out before I could complete a survey. I was on the phone with them 4 times. All in all, not the way the mind should prepare for a statistics exam. I was looking up how to drop a class in the last 30 minutes. I will never take a class that requires Proctor U again, even if it means I don't complete this degree. You would think that 13 years and 90 credits would mean something, but I guess its a good sign to try something new.

  Business Response

  Date: 03/07/2025

  Thank you for providing feedback for your recent testing session. A thorough review of your session was completed. The technicians assisting with connection and screen share issues attempted all troubleshooting available. You were asked to utilize another computer. Upon inspection, you were utilizing a VPN. While Meazure Learning allows VPNs, they can cause issues with unstable connections and screen sharing. We advise you to try connecting without a VPN in the future if possible. Refund requests can be submitted here: **********************************************************************************************

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During the proctoring exam, the technical assistance representative took remote control over my computer. During this process, they completely shut down my computer and made it inoperable. When I called customer service, they refused to connect me to someone that could assist me. As a result, I was unable to take my exam which has cost my non-profit the ability to provide food for the community.

  Business Response

  Date: 03/07/2025

  Thank you for reaching out to Meazure learning regarding your recent experience. A full review of your session was completed. The ******* did not adjust any setting that would have disabled the keyboard or harm your computer. All setting changes a ******* may complete can be found in our Settings Adjustments support article here: ************************************************************************************************* There were several technical issues experienced during your session including Mac accessibility settings to allow the ******* to view your screen sharing, keyboard malfunction, and screen sharing. Our technician attempted to resolve the issues. Unfortunately, you were asked to try another device after all available troubleshooting had been completed.
  
  
  
  

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Almost every time my husband or I have to take a test there is problems. First they make me scan my bedroom and take everything off my bed three times and repeadly asked me to scan my bedroom where my clothes are. They disconnect on you. Happens almost every exam. The last 6 exams they have disconnected on my partner and this last two they have no record of him scheduling but we have confirmation receipts. So then they kept trying to get us to pay more and more. But one person says its a glitch and the other said theres no record and goes back and forth. They are no help. They say they will file a claim and get back to you but they never do!

  Business Response

  Date: 02/03/2025

  Thank you for your feedback. The Meazure Learning Compliance Team reviewed sessions associated with the provided email address. We see that you successfully completed your exams. Therefore, no refund will be provided. While we understand your concerns regarding the camera pan, your institution requires that we secure the testing area. This is done during the launch process by having the test taker show the room they are testing in. If you do not feel comfortable providing the required camera pan, please contact your testing organization to see what options may be available to you. We cannot release or discuss information with you regarding other test takers as this would violate FERPA. For more information regarding what to expect during testing, please review our support article: **********************************************************************************************************************
  
  
  

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22886974
  
  I am rejecting this response because: I have talked to my institution about the camera pan and they felt this was unacceptable behavior. They have also verified that Proctor U has never submitted a ticket claim when they say they will. Upon that we paid for two exams that we were unable to take two paid for exams due to the proctors disconnecting consistently. And tech support just kept transferring us all over the place and kept telling us to call our institution with them telling we need to speak to you. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:01/08/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:12/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 01/02/2025

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

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:12/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:12/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:11/25/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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: **********************************************************************************************