ComplaintsforProctorU

• Initial Complaint

  08/09/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 07/29/2024 I was scheduled to take a Praxis exam through ***************** Services who subcontracts ProctorU. The first ******* who could communicate verbally with me ended up mistakenly disconnecting himself when he closed the ******* chat box while having remote control of my computer. I have seen this same error happen in a few other complaints. The second ******* could not communicate with me verbally and at one point they couldnt get the chat box to pull up so they were typing messages into the user id bar. Its highly unprofessional on a state licensure test to be communication in such a manner. That person disconnected themselves, and finally a 3rd person got the test started. They say you should allocate 30 minutes to start a test and this took a little over an hour. During the test they kept switching proctors for which I have screenshots of the chat box. Some could verbally communicate and some couldnt. When I got to a break in the test the on screen directions were different from what the ******* wrote in the chat box. Since the chat box does not appear unless you click on it I had no way of knowing the differences in expectations until I returned from the test. ETS is claiming I cheated by breaking policy and said thats ProctorUs problem not ours and is refusing to credit me $425 to take the exam again. Its dumbfounding that a state licensure test would have such poor communication abilities. I will be leaving a similar complaint with the BBB for ***************** Services. If nothing gets resolved for me I would at least like to warn others who are planning on taking an at home test to read customer complaints and pursue a different option if available. Unless ProctorU is willing to take steps to fix their technical issues and training.

  Business response

  08/14/2024

  Thank you for providing feedback from your recent testing session. We strive to provide the best customer service possible, and were sorry to hear about your experience.
  
  We confirmed that the ******* prematurely closed the chat box by accident. The ******* has received corrective action regarding this error. Our proctors may verbally communicate or chat with test takers. It is up to their discretion which communication method is used. Typically, our test takers are with one ******* throughout the launch process, and a consistent communication method is followed.
  
  During your session, you may be transferred to a technician for troubleshooting and back to a ******* to launch your exam. Additionally, you may be transferred to another ******* while testing, as proctors' shift times vary. This will not cause an interruption in your exam. 
  
  Meazure Learning has no control over the testing website.  We have communicated the discrepancies to ETS.
  
  Your exam was terminated because you used your phone during your break period.Prior to starting the exam, you agreed to the exam rules, which included the following: You are not allowed to access your mobile phone during the exam or exam breaks. Due to violating the rules set by ETS, your exam was terminated.
  
  If you have further questions about retesting, scores, or refunds, please contact ETS directly. Meazure Learning is the proctoring provider; we do not control the exam content or refunds. 

  Customer response

  08/14/2024

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

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello my name is ***************************. I was calling on behalf of my son ***********************. I was calling because he had to take a course with you guys for his credit that he needs to attend school in August. The class was ending August 1. The problem is tried to take the final exam multiple times. He has tried three weeks in a row on multiple computers in different locations in different settings chrome Firefalls all the different. Every customer service that he spoke to to ********************** you or straight line was given him back-and-forth. This person couldn't help so they to call the other straightenLine that person couldn't help so they said to call ProctorU back the same thing with the same arrows so it wasn't on my son ******. Communication was horrible receiving help was horrible trying to solve the problem was horrible so I really need for someone to please get back with me and let me know if the system is down on your end to where you can't help. To keep sending us bac and forth is/was aggravating,tiresome stressful.It was the fact that I paid $178 for the class and I have pay $12 multiple times for him to retake the exam( that he can't take or get any help with customer service from neither the two locations we had to keep calling because he wasn't able to get in.

  Business response

  08/07/2024

  We're sorry to hear that your son had issues. Unfortunately, we cannot discuss the the experience your son had due to FERPA Laws. If you would like to submit a request for a refund, please have your son submit a request here: **********************************************************************************************

   

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received an email from Praxis advising me that I have an at home test schedule with proctoru for July 12, 2024 at 7 pm. I logged on 15 minutes early and became nervous when a ******* had not logged on by 77. I called proctoru and they advised me that they did not see a test scheduled for me for July 12, 2024. I told them about the email I received. They apologized and said they could not see anything related to me or my email address. They advised me to call praxis monday. I emailed praxis immediately and included the reference number for the proctoru call because I knew they would come with some issues. I called praxis Monday and they advised me that proctoru marked me as a no show. I am glad I screenshot the screen showing I was on the screen waiting but the thing is I was waiting for nothing because proctoru did not receive any communication from praxis that I needed a ******* for a test on July 12, 2024. How could I be marked a no show when proctoru does have any communications from praxis to have a ******* available for me. This is not the first time I was cheated out of my money regarding praxis and proctoru. I need something to occur. I have a copy of the chat from proctoru saying they have no communication from praxis referencing my test at all. It seems like praxis or proctoru are trying to take my money AGAIN.

  Business response

  08/07/2024

  Hi *******, 

  I'm with the Meazure ******************************* I have confirmed that we were unable to find your ProctorU account. Would you be able to provide the screenshot mentioned so that we can investigate further? ETS uses several proctoring services. There's a possibility that this exam was scheduled through one of their other proctoring service providers. 

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've had to take 4 tests with ProctorU within the last 6 days. The first 3 times the test took 45 Minutes to 1 hour for Proctor U to even get started. The 4th and final test, it took a nauseating TWO HOURS for them to get me lined up to take my test. They apparently use a dinosaur of a system that needs you to download a program EVERYTIME that you take a test. The proctors/technicians would take over my mouse, close programs, stop firewalls and then close their own chat box. Then when I would CALL them on the phone, they would get me hooked up to another chat box on the computer and then HANG UP ON ME ON THE ***** saying "Now that you are on with a technician, we are ending the call" and abruptly and rudely hang up on me to go through the process with yet another chat box Technician. This final test took an astounding 2 hours to even get started at which time the text took another 2.5 hours to complete. I do not have any gripes about the license testing I took. I knew the test would take 200 mins. BUT PROCTOR U needs to fix their processes and their customer service. Essentially, all they need to do is see my screen, make sure that I am not cheating, make sure that a 2nd screen is not hooked to my computer and scan the room that I am in taking the test. And they need access to my microphone/camera. WHY they can't use a simple program like Zoom or Webex ********* is COMPLETELY beyond me. There are MUCH easier ways to do what they need to do. They are operating with dinosaur software and their lack of customer service does not help either. I would NEVER choose to work with a class that requires me to use Proctor U EVER again. They will lie in their response to this and say that I closed the chat boxes as it looks like other students have had similar complaints. But I can assure everyone that I would NOT close the chat boxes. Their own technicians did that! I am a grown man and was literally crying w/ anxiety while waiting 2 hours to take my test because of ProctorU!

  Customer response

  07/15/2024

  I would like potential and current customers to know that ********************** clearly has a history of poor customer service. After seeing so many complaints similar to mine, I was encouraged to fill out a complaint. I would like ProctorU to CARE about their students and help them to be successful. As of now, proctorU is simply a roadblock to success. 

  Business response

  07/22/2024

  Upon reviewing your exam sessions, we found a consistent issue with your computer running at full capacity on its CPU. RAM usage is also high and we notice that you are using a wireless connection. We recommend connecting with a device that meets our equipment requirements. Switching from a wireless connection to a wired one would also make your connection more stable. Resolving these would prevent issues with disconnecting from your ******* and needing to call customer support to reconnect.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Complaint Details I am in my last quarter of school and I had finals to take. I have taken 4 with proctor u all leaving me in emotional duress. First of all I never got to test on time. The ******* did not know what they were doing. They would send me to technical support only to be told everything is fine. They had zero care that I had to work in the morning and had other tests scheduled for today. The ******* on my last one kept coming in and out wanting to fix this or that. It was working fine I would loose my train of thought due to the disruption causing me to score low on my test. I am not the only one having issues. This service needs a reevaluation I am now having a severe anxiety attack because of all the extra stress. I ended up failing my final and I have to repeat the entire course.

  Business response

  07/08/2024

  
  Thank you for reaching out to ProctorU. We have reviewed your Finals sessions from the month of June and found that there was a recurring issue with your computers CPU running at 100% on each session. CPU and RAM are the quality at which your machine functions. If your thresholds are over the limits listed below, the experience you have with ProctorU could be a little slower than normal. For our minimum requirements please go to this page: ************************************************************************************************************ is also a link there that you can use in order to test your equipment prior to your online testing session. You may also contact a live support agent through your ProctorU account that can connect you to an agent that can further assist you prior to your exam. 

  Customer response

  07/09/2024

   
  Complaint: 21853549
  
  I am rejecting this response because: They never said anything about my computers CPU and when tech support would test my system they said everything was good.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On May 13, 2024, I was scheduled to take a Praxis exam online through ETS's online partner, Proctor U. I ran all my system diagnostics, had the Guardian secure browser app open and ready to go. I was on the screen that instructed me to "wait for *******." The green light on my computer camera came on, and I waited. Then the light turned off, and I waited some more. At five minutes past my exam start time, I re-ran my diagnostics, and repeated this whole process. Again, green light on, wait for *******, green light off, more waiting.So when I finally got through to a live person at Proctor U, they told me my exam had been cancelled by the ******* because I was a now-show. I can't understand how a no-show ******* can cancel me while I was the one waiting. Proctor U admitted no fault and no culpability for their incompetence.Proctor U receives terrible reviews on just about every online website.

  Business response

  06/05/2024

  After checking the associated ProctorU account, we were able to confirm that the session had been canceled since no attempts were made to connect using the ProctorU *** applet. Currently, there is no evidence that ProctorU's equipment check was used for this session, as no Test-It-Out results are available on the account. It appears that the chat box, also known as the *** Applet, was not downloaded and then ran successfully.
  
  For the session to connect properly and for a ******* to successfully join the session, the *** Applet must be downloaded and ran. Once the applet is opened and ran, the ******* can then join the session and assist with completing the start process and entering the exam. In this case, since the applet was not downloaded successfully, the ******* could not join the session. In the future, we recommend contacting our 24/7 live chat support or calling us at ************ for assistance with connecting if issues like this arise. 
  
  All payments were made directly to your testing organization, ETS. Please follow-up with ETS regarding your refund. 

• Initial Complaint

  05/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They disable a bunch of settings and have you install files before you *** take your test. These files allow access to your computer remotely. They do not remove them. They will claim to not install anything yet when you contact support they didnt need any form of file this time to immediately have access to my computer. Ever since using proctorU multiple USB devices no longer function (specifically ones that would be against testing rules imagine that) and they refuse to assist in this problem while claiming they have no responsibility for it. Resulting in a factory reset of computer that *** or *** not even fix the issue. Hundreds of dollars worth of sound equipment completely useless and tons of time involved in trying to solve.

  Business response

  06/10/2024

  We recommend reading the articles in our *********** to familiarize yourself with the expectations for exam day. The articles outline the steps that will be taken on exam day and what settings will be changed. The article on what to expect on exam day can be found here ***************************************************************************************************** the article regarding which settings are changed can be found here *****************************************************************************************************

  When connecting to your session, you are required to download a single application. This application is known as the *** applet/ **** box. This application allows the ******* to connect with you for your session, secure the environment, and enter the password when needed to enter the exam. As soon as the chat box is closed, the session is ended, and the ******* can no longer access your computer.Once the session has ended, you are more than welcome to delete the file and clear it from the recycling bin.

  Regarding support, we could see that a technical issue was experienced, and the session was sent to our technical support; in this case, the technician did not have to download any additional files on the computer since you had already downloaded and run the *** applet. So, support did not have to install anything to assist with resolving the issue. Regarding any physical equipment that *** be plugged into the computer at the time of testing, our system/software does not affect the functionality of the equipment. 
  
  During our investigation, we determined that the ******* and technician that accessed your computer did not change any settings outside of what is trained to our staff and required for test security. These changes do not harm your computer. As mentioned above these changes are documented in our help center.

   
  Thank you,
  Meazure Learning Compliance Team
  

  
  

• Initial Complaint

  04/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This service never works properly. The scheduling is messed up. The proctors constantly drop connection. I have never started an exam even remotely on time. And this company turns off so much software unnecessarily. It is ridiculous that so many colleges still use their services. They have caused me nothing but stress and even hamper my view of the university I attend that makes us use them.

  Business response

  04/17/2024

  Hi, 
  
  Thank you for taking the time to provide feedback about our services. At ******* Learning, we value feedback from our users and use it to improve our product. We kindly request that you get in touch with our support team so that we can investigate the issues that occurred during your appointment and assist with troubleshooting for future appointments. 
  
  Thank you, 
  Meazure Learning Compliance

• Initial Complaint

  06/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Words can't begin to describe how angry I am right now after how I have been treated by your company over the last 24 hours.I scheduled an exam for this morning at 10:40 AM. This was done nearly 2 months ago! Well I went online last night just to confirm the time, and the test session was GONE! I have an order receipt that states that I was supposed to take my exam at 10:40 AM this morning. No matter how many times I told you guys that, I still kept getting the same response. "There is no morning sessions left." Well, one of then should've been the one I scheduled!!!The person I spoke to tried to tell me that the only available slot was 10:40 PM tonight! Do you guys take tests in the middle of the night like that? I sure don't! What happened here is NOT my fault and yet I kept getting treated like it was my fault. I kept referencing the order receipt, but no one listened. This situation caused me to have a MAJOR panic attack last night. I almost passed out from it. Shame on you! I woke up with a migraine because of all the stress I experienced last night that caused by your company! Again, shame on you I got off the phone last night with your company and found the premium reschedule option that officially scheduled my exam for 2:20 PM today. I called you guys again to have the fee associated with this waived. The one good thing that came out of this was the waiver. However, why wasn't this premium reschedule presented to me as an option on the phone? Why?!Shame on you for not trying harder to fix the problem YOU CAUSED!My ******* today was incompetent. 2 minutes into the exam he tried saying my test time was over. This did not help the stress I was already experiencing! I shouted because I thought he was closing the window. Then he threatened me with a supervisor. Well, it isn't my fault that he almost ended my exam before it even started. He was mostly non-responsive when I asked questions. The next one sent sentences to me that were very unclear and confused me.

  Business response

  07/10/2023

  Thank you for contacting Meazure Learning.  
   
  We see that you took your exam on 6/03/2023. However, there were issues connecting to the chat box and a video disconnection during the exam. High memory utilization likely caused the problems experienced. Your computer's memory was at 99%. Our maximum allowance is 95%, while we recommend less than 90% utilization. 
   
  On 6/24/2023. You attempted to connect early for your exam. Due to testing outside of your scheduled appointment, the wait to connect to a ******* was longer than expected.  We strongly recommend connecting 2-3 minutes before your appointment. Upon reconnecting for your exam, the ******* failed to communicate and did not reply professionally. The ******* has received appropriate disciplinary action regarding the error.  We apologize for any inconvenience this may have caused.  
   
  The support team has received and responded to your complaint ticket.  Support asked for additional information to confirm your account, but your reply was not received. We suggest checking to see if the email went into your spam folder. 
   
  Please note, Meazure Learning's Guardian Browser is now required for your institution. We have attached helpful support articles regarding Guardian, automated launch, and equipment requirements below:
  ************************************************************************************************************
  *********************************************************************************************************************************
  ************************************************************************************************
   

  Customer response

  07/11/2023

   
  Complaint: 20255205
  
  I am rejecting this response because: they lied. I never received any emails from this business regarding the aforementioned complaint. Also, the issues addressed in their response did NOT address my initial complaint. They seemed to point the finger at me instead of accepting responsibility for their terribly unprofessional behavior. My initial complaint was regarding the fact that I had an order receipt for 6/24/23 at 10:40 AM and this company lost the reservation for some reason that has yet to be explained to me! I will not back down until someone from leadership calls me on the phone to speak to me!
  
  Sincerely,
  
  *********************************

  Business response

  08/08/2023

  Hello, 
   
  Thank you for reaching out to us. An investigation of your interactions with ProctorU support was conducted. Upon reviewing scheduling records on your account, we can confirm this was an error on our end. We sincerely apologize for the issues you experienced when trying to complete this exam. We have provided corrective action for the employee who made the error. While we understand you wish to receive a refund, ProctorU did not receive payment for this exam. Please contact the organization to which payment was made. 

  Thank you, 

  Meazure Learning

  Customer response

  08/11/2023

   
  Complaint: 20255205
  
  I am rejecting this response because:
  No amount of apologizing will ever be enough to make up for the amount of stress this company put me through!

  
  Sincerely,
  
  *********************************

• Initial Complaint

  06/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid ETS $130 to take the **** Praxis test on June 3, 2023. Completed all of the techology checks days before hand. I was scheduled to take the online at 11:20 am. I logged in at 10:30 am and waited and waited. I first talked to live chat at 11:07 that I didn't know what to do because the clock countdown was missing from the page that was previously there. They said I had to just wait because my report time was 11:20 and they logged off. I was freaking out as time clicked by. I changed computers 3 more times trying to see if a clock would show up and that all of the equipment checked out. I had to download all of the software required every time. There was glitch everytime. One wouldn't downlaod the required *****************, Another the mic and webcam wouldn't pass the check. By the time the 4th computer was set up it was 12:20, I got a message that my widow had passed. I talked with live chat people 3 different times during the process and they were little to no help. At this point, I was in tears and feeling like I was going to vomit. The last chat person said their was nothing he could do and that I would have to talk to ETS and gave me the number to call. I called ETS immediately and they said I would have to call back in 24 hours, this would give them time to get the data report from ProctorU which should show all of my technical issues. I called ETS this morning and they said the report that they got from ProctorU just stated that I was a ********* and no other ***** Really! ETS said I would have to paid $130 again and try again. They said that was their policy on "No Shows." I am livid. ETS is getting a complaint also because they said they would escalate the issue to a higher department but they would only make their decision based on the ProctorU ********* ***** So, I am out $130 and I didn't get to take my test. ProctorU needs to hand over all of the data from the ProctorU support chat proving that I was not a "no show" but that I had technical issues.

  Business response

  06/14/2023

  Hello,
   
  Thank you for contacting Meazure ******************************** We understand that you have concerns regarding your **** School Librarian PRI****-1000000005006073 exam scheduled for Monday, 06/05/23, at 9:20 AM PST.
   
  We confirmed that you contacted our chat support team for assistance with initiating your exam session. We confirmed that your computer failed the Test It Out checks multiple times due to maximized CPU usage. Your recorded CPU usage ranged from 91% to 99%. Meazure Learning recommends a CPU usage no greater than 85%.
   
  We suggest that a test taker experiencing high CPU usage restart their computer before their exam session. We also suggest that the test taker deletes unnecessary files, programs, or applications on the computer to ensure a lower CPU, resulting in a smoother exam delivery.
   
  After investigating your session and determining that your technical issues prevented you from connecting within the 60-minute reservation window, we updated your reservation to reflect a cancellation due to technical issues instead of a cancellation under the No-Show Policy.
   
  ETS will have access to your reservation and will see our updated changes. We suggest you contact ETS directly and inform them that your reservation was canceled due to technical issues and requests a rescheduled session.
   
  ETS can be contacted by emailing ************** or calling ************** or **************.
   
  All scheduling and refunds must be requested through ETS.
   
  We appreciate you contacting us and allowing us to review your exam session. We have updated your reservation to reflect the technical issues you experienced on exam day that prevented you from taking your exam.
   
  

*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. ↩