ComplaintsforProctorU

• Initial Complaint

  11/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello I had a tofel ibt test and at my 10 min break at from no were the proctor said that I was using my phone which I swear I didn't use it theu terminated me from the test I don't know why. that's un fair they should refund my money back I would never do this test again with them . P.s the proctor asked me to show him my cellphone I didn't know why I thought that is the strategy when we go back to our test so I grabbed it and showed it to him then he let me wait for 30 minutes after the break I was asking him why it's taking to long he kept saying wait a moment I thought there was something wrong with the web so I just waited then he transferred me to his manager I think and he/she terminated me from the test and said I'm not allowed to use my cell phone she didn't even ask what's going on or nth she closed every thing and that's it it's really UNFAIR . P.S My information TOEFL iBTï��® TEST APPOINTMENT Test Name: TOEFL iBT Test Test Date and Time: Nov 02, XXXX - XX:XX PM (ET - Eastern Time - America/New_York) Test Center: Home Edition Appointment Number: #XXXXXXXXXXXXXXXX

  Business response

  12/06/2021

  Business Response /* (1000, 5, 2021/11/09) */ Hello *****, Thank you for your feedback. We understand you have concerns regarding your TOEFL exam that you took with us on Tuesday, 11/02/21, at 6:40 PM PDT. We understand ProctorU terminated your exam session due to cell phone usage during your break. ProctorU reviewed your exam session and confirmed that you accessed your cell phone during the break. Your testing organization has specific instructions stating cell phone usage is not allowed anytime during the exam, including the ten-minute break. Prior to you beginning your break, the proctor sent you ETS specific break instructions which stated, "When you return from your break, you will be required to re-secure the testing environment. If your break exceeds 10 minutes for any reason, the exam will be shut down. You are not permitted to access your cell phone or communicate with anyone else. You are also not allowed to use your computer or any resources during the break." Due to ETS's strict cell phone policy, the exam was terminated, and ProctorU instructed you to reach out to ETS for any further questions or concerns. We urge you to reach out to them if you have any concerns regarding the termination of your exam. You can reach ETS directly by contacting ETS Office of Testing Integrity at *********@ets.org or X-XXX-XXX-XXXX. Thank you, ProctorU Compliance Consumer Response /* (3000, 7, 2021/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I didn't use my cellphone show me the proof that I did use it Business Response /* (4000, 9, 2021/11/17) */ Hello, Your testing organization has all recordings and notations regarding your exam session. We strongly urge you to reach out to the ETS Office of Testing Integrity at *********@ets.org or X-XXX-XXX-XXXX. ETS will be able to assist you regarding the academic integrity incident further. Thank you, ProctorU Compliance

• Initial Complaint

  10/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Proctoru has ruined my subtest experience every couple seconds. The proctors kept stopping the test and wanted me to hold my laptop up in my hand while trying to test every couple of minutes they were saying you need to sit back. You are to close to the screen. I was forced to push any answer because i was started running out of time beacause they were constantly talking. There were over three proctors on an off tge screen. The worst night ever They did not start my test on time. Saying i cant see you i cant help im dark. I ask could i get my charger behind me they said i could plug in my charger then complained. I im so disappointed with them. Im looking at the screen the proctor have a problem. I felt as though my money was waisted and time because of this. I was so unhappy with proctoru.

  Business response

  11/18/2021

  Business Response /* (1000, 5, 2021/11/09) */ Hello **********, Thank you for the feedback from your Language Arts - READING exam that you sat for on Friday, 10/29/21, at 8:30 PM PDT. We would like to address the concerns you have regarding the proctor interrupting you during your exam. Your testing organization, along with ProctorU, requires an appropriate camera angle to ensure academic integrity. Our proctors are trained to observe and monitor test taker behavior, including camera angles. If a test taker falls out of camera angle, the proctor is responsible for interrupting the test taker to have them readjust their camera angle. We confirmed you were asked to adjust your camera during your exam. You were also asked to perform additional camera pans to ensure your testing environment was clear of any unpermitted items. It appears you had three documented incidences where you fell out of the proper camera angle. To ensure minimal interruptions during your exam, please ensure you stay in the proper forehead to chin camera angle. Thank you, ProctorU Compliance Consumer Response /* (3000, 7, 2021/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because my camera was that way because proctoru proctor told me to put my camera like that toward the door there's no excuse for them to ask me to hold the laptop up with one hand and try to answer with another. I ask could i get my charger. I was still sitting ing the chair and the reason i kept moving is because the proctor told me too. They are not Telling the truth. Dont tell me i can do something than complain. And i could not bend over and get the charger because i have issues. The proctor kept telling me to sit up move foward move back. So i just said no i wasn't going to do it because i have never had to deal with this with proctoru in the day time never again will i test at night. Because the proctors at night suck. Business Response /* (4000, 9, 2021/11/17) */ Hello, We understand the proctor's instructions regarding the position of your webcam were overwhelming and distracting. The proctor attempted to direct your webcam to an angle that allowed the proper chin to the forehead camera view. It appears that the bottom half of your face was falling out of camera view as you leaned forward towards the webcam. ProctorU, as well as the institutions and testing organizations, require our test takers to remain in the proper chin to forehead camera angle. For future testing, may we suggest you position your laptop at an angle that is comfortable for you, allows optimal viewing, and provides the proctor with the correct chin to forehead view. We hope we have answered your questions and concerns regarding your most recent exam sessions. Thank you, ProctorU Compliance

• Initial Complaint

  10/13/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 10/12/2021, I was taking my Business Law exam with ProctorU, **** ** I understand that this company has certain protocols, but when I am asked to remove articles of clothing, that is degusting and ridiculous. I had a blanket as I as sitting in my day bed and I had moved my blanket up just a touch to cover my chest and my tech had gotten mad and yelled at me for suddenly having a jacket. I then explained it was a blanket and told to remove it. Disgusting. Besides, the lack of privacy, he had to go through my closet then make me shut the door. He then heard a tiny noise from two rooms away and stopped my test to check my room again. This is the kicker, I was mouthing the words to understand my exam a little better as I have trouble collecting information. I was told to stop moving my lips during the exam. Not only have these people made me uncomfortable, but they messed with my grade. Over the line! Then, I was disconnected after my test was finished and it never went through.

  Business response

  11/17/2021

  Business Response /* (1000, 7, 2021/11/01) */ Hello, Thank you for reaching out to ProctorU regarding your concerns with your most recent exam on 10/12/2021. We understood you took your BUSN 201 Final Exam Part A, and you have several concerns regarding your proctor's behavior. The Compliance Team reviewed your recordings, and we would like to discuss your concerns. When testing from an area that is not a hard surface, proctors may ask test takers to complete additional steps to verify the area is secure. This includes checking under blankets and pillows. During the environment check, proctors are trained to ask test takers to close all doors in the room they are testing from to ensure they remain in a private location during the exam. We also understand you had concerns regarding the proctor interrupting you to re-secure the area. During your session's review, there were several incidences where the background noise fluctuated and became louder. In these cases, our proctors are trained to ask for an additional camera pan to ensure no one else is in the room. We sincerely apologize if you felt uncomfortable during your exam. We hope you understand our proctor's primary goal is to secure an optimal environment for online testing. Thank you, ProctorU Compliance

*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. ↩