Business Profile

Employment Counselor

PSI Services LLC

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for PSI Services LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

653 total complaints in the last 3 years.
114 complaints closed in the last 12 months.

If you've experienced an issue

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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:04/18/2025
Type:Service or Repair Issues
Status:
ResolvedMore 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 am writing to formally request a review and reconsideration of my recent experience with the *** Phlebotomy exam on April 15, 2025, proctored by ***.Due to a technical issue during the exam, I was removed from the platform. The *** ******* then gave me the option to troubleshoot or reschedule. I chose to reschedule, not knowing that this would forfeit my exam fee, as the consequences were not explained at the time. I was overwhelmed and not aware that this choice would be irreversible.Despite my efforts to explain that I made this decision in good faith, *** support has denied my request without further discussion or support. I am now being asked to pay again for an exam I never got the chance to complete.I am respectfully asking for a one-time courtesy waiver or reschedule, as I believe this situation was mishandled and unfairly penalizes me for a miscommunication that occurred during an already stressful situation.I am willing to retest at a PSI testing center as recommended.
Business Response
Date: 04/23/2025
We understand how frustrating the technical issues during your exam were, and we sincerely apologize for the inconvenience.
Weve escalated your case to the relevant team to further investigate. Once we have their feedback, well review the situation and consider next steps, including a possible refund or reschedule if needed.
Well keep you updated and appreciate your understanding as we look into this.
Customer Answer
Date: 04/23/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I acknowledge their response. I appreciate that my case is being investigated further, and I look forward to a fair resolution.

P.S.
Thank you for your response and for escalating my case. I appreciate that you are taking the time to investigate the issue further. Im looking forward to your follow-up and hope that a fair resolutionwhether a refund or a free retakecan be reached based on the circumstances.

Please keep me informed of any updates. Im happy to provide any additional details you may need.

Sincerely,
********* *****
Initial Complaint
Date:04/17/2025
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.
I checked in early for a proctored exam, passed all the technical tests, waited 30 min for the ******* to authorize me and let me in. I got on help chat, finally got in, then was booted off due to connection issues (not of my own, I have the fastest internet you can get). After 30 min if you dont check in youre considered late. Even though I sat there 45 min. They told me I had to reschedule and PAY again! I had another test today.. two days later.. SAME thing happened! I got on the phone with them.. basically they said I have to reschedule and PAY AGAIN. Do NOT schedule a proctored test. Especially if youre on a tight schedule. I wasted two hours of my life which I dont have time for. And money. Not sure where to go from here. I contacted the state board for my test to see if I can drive the 5 hours to go take it there. Because Id rather do that. Terrible company with horses*it customer **********************. Dont waste your time or money.. demand from your state boards that they endorse a different testing company.
Business Response
Date: 04/23/2025
We sincerely apologize for the frustration you've experienced with your exams. We understand how disappointing this must be.
Weve reviewed your case, and we see that you were assisted in rescheduling your exam. We truly regret the inconvenience this caused.
Initial Complaint
Date:04/14/2025
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.
I needed to take my national and state real estate exam through ***. This is the second time I have taken the test, but unlike the first time I took a proctored test online. The first time I took the test was at a testing center and they allowed me to use a scratch tablet for work and a calculator. The online proctored exam said a calculator and scratch notepad would be provided in the system. As I was taking the exam I noticed the calculator was not there and when I tried to get assistance I was told that they only knew little information regarding the test and if it did not show up when I was on a question that needed it, then I was not allowed to use one. Also, the notepad that was provided through the website did not work. It was just a blank white screen. I would like to know why I am allowed to use these in person but not online. The testing standards should be the same for both, or the differences clearly specified, especially when there are questions on the test that require a calculator or scratchpad for calculations. To the best of my memory there were at least five of these questions on the test and without a calculator or working scratchpad there was no other option but to guess at the correct answer. My ideal outcome for resolution would be a refund of the testing fee; however, being allowed to retake the exam at no additional cost would also be acceptable.
Business Response
Date: 04/23/2025
We apologize for the trouble you experienced. Weve escalated your case to our technical support team for investigation.
We appreciate your patience as we look into this matter and will be in touch soon with an update. If you have any further questions, please feel free to reach out to us at ************************
Customer Answer
Date: 04/23/2025

Complaint: 23203250

I am rejecting this response because:
I appreciate PSI taking the complaint seriously and looking into it further; however it is not resolved. My ideal solution remains to either be refunded the $60 or being able to retake the exam with the proper materials (calculator, notes sheet, and an amortization paper)

Sincerely,

******* *********
Business Response
Date: 05/01/2025
Thank you for your patience while we reviewed your concerns. We understand how frustrating this situation has been, especially with the technical difficulties you encountered during your exam.
After reviewing the details, we can confirm that the online tools, including the calculator and whiteboard, were available to you during the test. We also understand your frustration with the differences between in-person and online testing environments. Please note that the rules for online proctored exams are different, and only the digital calculator and whiteboard are allowed in this format.
We truly appreciate your feedback and understand the challenges you faced. However, based on our review, we are unable to offer a refund or free retake.
Thank you again for bringing this to our attention.
Customer Answer
Date: 05/01/2025

Complaint: 23203250

I am rejecting this response because: This is completely false! I notified the ******* during the test, they proceeded to bring in technical support and the technical support person did not help much. All they said was "if one does not come up on a question that is supposed to have one, then you cannot use one". I did not have a calculator for any question that needed one and it did not pop up like I was told it would by the technical assistant. When I took the test before, that was in person, I could use the calculator, notes sheet, and amortization table. Also, like I stated, the notes sheet provided through the online website was a completely blank white screen, I could not write or type on it. Lastly, I did not have an amortization sheet to complete the questions that needed me to figure out mortgage rates. Neither the ******* nor the tech person brought into my chat could help. A reputable company concerned about their reputation would make this right for the customer!
Sincerely,

******* *********
Initial Complaint
Date:04/05/2025
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.
I was scheduled for testing twice with this company and no one showed up to ******* the exams. I took time out of work and was here 30 minutes early as requested and no one showed up. This company was very quick to deny my application and keep my application fee because of a typo but can not be bothered to show up to ******* the exams twice. I was also told twice that a supervisor of some sort would contact me and never received any responses.
Business Response
Date: 04/15/2025
Were really sorry to hear about the issues the testing candidate faced with the proctoring appointments. We understand how frustrating that must have been. Were glad to hear that the testing candidate was able to reschedule and complete the exam.
Customer Answer
Date: 04/15/2025

Complaint: 23164494

I am rejecting this response because I wasted two days of my time without any notification from the company. I had to take the exam through this company because it was the only option available. Just because I was able to reschedule and take the exam does not excuse the fact that I missed two days of work due to their negligence.

Sincerely,

***** *******
Business Response
Date: 04/23/2025
We truly understand your frustration and apologize for the inconvenience caused by the missed proctoring and the impact it had on your time and work schedule. Upon reviewing your case, we see that *** did send an email about rescheduling due to staffing issues before your exam, but it seems that the email did not reach you. We understand that you missed two days of work, and we genuinely sympathize with how this affected you.
Unfortunately, PSI's policy does not allow for reimbursement for time missed or compensation for frustration caused by delays. We understand that this is not the resolution you were hoping for, and we truly regret the negative experience youve had.
If you have any further questions or need assistance, please feel free to contact us directly at ************************ We value your feedback and are committed to improving our processes moving forward.
Thank you for your understanding.
Customer Answer
Date: 04/24/2025

Complaint: 23164494

I am rejecting this response because: No email was sent notifying me even though you are claiming there was.

Sincerely,

***** *******
Business Response
Date: 05/02/2025
We deeply apologize for the frustration and inconvenience caused.
Weve reviewed your case again, and while we previously mentioned that an email was sent to notify you of the rescheduling, it appears that there was an issue with communication. We understand that you did not receive the notification, and we deeply regret that this caused further frustration.

Unfortunately, as mentioned in our previous messages, PSIs policy does not allow for reimbursement for time missed due to delays or other issues. While we know this isn't the resolution you were hoping for, please understand that we are committed to improving our processes to prevent situations like this in the future.

If you have any further questions or would like additional assistance, please feel free to contact us directly at ************************ We truly value your feedback and appreciate your understanding as we work to make improvements.

Thank you again for your patience.
Initial Complaint
Date:04/01/2025
Type:Sales and Advertising Issues
Status:
UnresolvedMore 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 to take a test online. When I clicked the link to read instructions it would say web error page not found. Ran test check twice to make sure my lap top is comparable. Day of test tried for 3 hours. Could not complete test. I made phone calls and kept trying to log on. Had to reschedule to take the test in person and psi charged me again.
Business Response
Date: 04/11/2025
The testing candidate has rescheduled and completed the exam.
Customer Answer
Date: 04/12/2025

Complaint: 23141128

I am rejecting this response because:
I want a refund for a test I paid for and did not take. Yes, I rescheduled but I paid the $59. TWICE! For one test!
Sincerely,

***** ******
Business Response
Date: 04/23/2025
Thank you for bringing your concerns to our attention. We sincerely apologize for the technical difficulties you encountered while attempting to take your online test. We understand the frustration caused by being unable to access the instructions and the extended time spent trying to resolve the issue.
We have escalated your case to the relevant team for further investigation into the technical problems you experienced. Rest assured, we are actively working to understand what caused the issue and to ensure it is addressed appropriately.
Customer Answer
Date: 04/24/2025

Complaint: 23141128

I am rejecting this response because: addressing technical issues is great for future users, however I am requesting a refund of $59. The money I paid to take a test that I was not able to take due to being in the phone for 4 hours that day. I tried to log back in 3 seperate times. So is this really just my technical abilities in question? I think *** has the responsibility to make a test easy to get to on the site. Unless its pretty typical si you can charge 2 times for one test????? Imissed a days pay!!! I was really in a time crunch to get this license and that morning created more anxiety in an already stressful time. *** I am requesting my money back. Also, on test day when I clicked the link to drive to a test center it brought me to the wrong location.

Sincerely,

***** ******
Business Response
Date: 05/02/2025
We have reached out to the candidate via email and provided clarification regarding their concerns.

Customer Answer
Date: 05/02/2025

Complaint: ******** I have not received a email from Psi. For clarification, I paid for a test two times. I only took the test one time. Please send my refund. The total is $59.00.

I am rejecting this response because:

Sincerely,

***** ******
Initial Complaint
Date:03/30/2025
Type:Customer Service Issues
Status:
ResolvedMore 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.
While taking (NHA CCMA Exam) I have had five different disconnects and three different PSI Tech Support case numbers. PSI testing was the worst experence that I have ever had in my life. The proctors were rude and disruptive (not all), I had to request they leaving me alone on multiple occasions. I had at minimum five different room scans, six different *******, two proctors that were disruptive and which I had to request they please stop chating with me when not conducting offical proctoring actions. I will be reaching out to my state ********* to file a formal complaint. Proctors were rude and unprofessional. PSI TECH SUPPORT #******* #******* #*******
Business Response
Date: 04/10/2025
Thank you for bringing your experience to our attention. We want to sincerely apologize for the issues you encountered during your NHA CCMA exam. We understand how frustrating and stressful it must have been to deal with multiple disconnects, as well as disruptive proctoring and technical support issues. This is definitely not the service we aim to provide.
We appreciate sharing your feedback, and well make sure your concerns are passed along to the appropriate team. We completely understand your decision to file a formal complaint.
If you need any further assistance, please dont hesitate to reach out to ************************************.

Customer Answer
Date: 04/10/2025

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
Date:03/25/2025
Type:Product 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 purchased the *********************************************** Bundle with 1000+ Sample Questions" for $99.95 ($109.25 total with sales tax) but only received access to the study materialsnot the practice tests included in the bundle.Since I only received and used the study pack (which is sold separately for $69.95 or $76.45 with tax), I am requesting a refund of $32.79 to cover the cost of the practice tests I never received.This refund request includes the applicable 9.3% WA sales tax on that portion.I never received an access code to the practice tests so I never redeemed it, I only received access code for the study questions, which I acknowledge I did redeem and I am not asking for a refund for that portion. I have screenshots as evidence that I did not receive access to the tests and have attempted to resolve this directly, but I have not received a satisfactory response. I would appreciate a resolution in the form of a partial refund. I have passed my exam, s access to the practice tests is no longer an acceptable solution to me. I have attached screen shots to show that the practice tests were still locked and never redeemed or used.
Business Response
Date: 04/03/2025
We understand that you may be frustrated with the service you received, and we apologize for any inconvenience caused.
For further assistance, we highly suggest the testing candidate to reach out to email support at *********************** or please call toll-free **************.
Customer Answer
Date: 04/03/2025

Complaint: 23112701

I am rejecting this response because:

I already reached out to customer ********************** twice and got no response when I supplied the evidence that I never received access to the materials that I paid for
Sincerely,

******* ******
Business Response
Date: 04/11/2025
Weve escalated this to the appropriate team for review, and theyll be looking into your concern.
The team will reach out to you directly with any updates or to gather more information as needed. Thanks for your patience.
Customer Answer
Date: 04/14/2025

Complaint: 23112701

I am rejecting this response because: I am requesting a refund due to not gaining access when the product would have been useful to me. Customer care reached out to send me the access code which I had requested multiple times when I needed it, I have since passed my exam, access to the program is no longer useful to me. Since I did not receive the code in time to be useful I am requesting a prorated refund for the portion of the package I did not receive.

Sincerely,

******* ******
Business Response
Date: 04/23/2025
If you have not yet activated your access code for the practice tests, you may contact our ************* team at ************************ Please include "PT Refund Request" in the subject line and provide your name, email address, order number, and access code in the body of your message. Our ************* team will review your case and respond with details on your request.
Once again, we apologize for the inconvenience this has caused, and we appreciate your understanding.
Customer Answer
Date: 04/24/2025

Complaint: 23112701

I am rejecting this response because:
Ive contacted customer ********************** multiple times, but they continue to avoid addressing the core issue. I have repeatedly provided proof that I never received the access code for the practice tests. Each time, they respond by citing a policy that states I'm not eligible for a refund because I allegedly redeemed access to the combo study pack+practice tests.

However, the only materials I received were the basic study pack (as evidenced by emails and screen shots of the redemption email) not the advertised study pack and practice test combo that I paid for. When I point this out and provide documentation to support it, the company stops responding altogether.

To me, this feels like a classic bait-and-switch. I paid for a complete product, received only part of it, and now the business is refusing to issue a refund for the portion of the product not received. I am being more than reasonable only asking for the refund for what I did not get, not the full amount paid. I would have loved to use the practice tests had I received them, but I had to take my test without them.
This type of behavior is not just poor customer ********************** it feels intentionally misleading and predatory.

Please issue a refund as requested or escalate this to a party that can.

Sincerely,

******* ******
Business Response
Date: 05/02/2025
We completely understand your frustration, and we sincerely regret the inconvenience this situation has caused you.

As mentioned earlier, your request has been escalated to the appropriate team that handles access and refund concerns. It appears that theyve already been in direct communication with you, and we understand they have explained why a refund could not be issued in this case.

We know this may not be the outcome you were hoping for, and we truly appreciate your patience and understanding throughout this process.
Initial Complaint
Date:03/21/2025
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.
I took & passed every HiSET test but math in the state of *************. Before I could take the math HiSET, I had to move out of ************* to **********, a state that no longer provides HiSET testing. Despite this, New Jersey's *********************** publicly confirms they'll take HiSET scores from other states & combine them with GED scores taken in the state to issue a diploma. ****** has confirmed this to me privately as well. All that needs to happen is PSI, who runs the HiSET program, needs to release my scores to them. Despite calling ***'s customer ********************** number to try to accomplish this after passing my math GED, PSI is REFUSING to simply provide the ** DoE with these scores, thus directly preventing me from getting my diploma/HSE. The solution that PSI provided, which is downloading my scores myself & sending them to the ** DoE, is not acceptable as the ** DoE will not take them in that way. I simply want *** to provide my scores to the ** DoE so I can get my diploma/HSE, and attend college on schedule. I don't care how they need to do this, it's their responsibility as a testing vendor to send my scores to whoever I please, whenever I please. Logistics are not on me to figure out.
Business Response
Date: 04/01/2025
Thank you for reaching out. We want to inform you that your concern has been escalated to the relevant team for further review. They are looking into the issue, and they will update you as soon as they have more information or a resolution.
If you have any additional questions or need further assistance, please don't hesitate to contact:
Phone: 1-855-MyHiSET
Email: ***************************************
Initial Complaint
Date:03/19/2025
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.
On 3/13/2025 I was scheduled at 2pm to take the *** exam. I logged in at 150pm to start the verification process. This is the 4th exam I have taken with PSI using the same labtop and internet connection. I had to reinstall the software twice. It kicked me out for no known reason twice. The first time I made it to a ******* they said hello than stopped talking. I logged out. The second time I reached a ******* they said they could not read my ID. They had me hold up my ID for a full 5 minutes, no joke. Than the ******* said I would need to log out and take a snap shot with my cell phone. I followed that proctors directions. When I went to log back in the system said It was past the 30 minutes sign on time so I was counted absent. I obviously was not absent and their ******* logs prove it. Despite their ******* telling me to log out they are refusing to allow me to test again without paying.
Business Response
Date: 03/26/2025
The testing candidate has been assisted, and the exam has been rescheduled.
Initial Complaint
Date:03/17/2025
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.
To get veterans preference points added to my Georgia Salesperson state exam score. *** has you mail the original score sheet with a copy of your DD-214 and a copy of my disability percentage to them. I sent it certified mail to ***********************************************************************************. **** states they received on 3/4/2025 at 11:51am. I contacted PSI at ************* in which was a call center in which was hard to understand what they were saying. Basically they said they would send me a confirmation, then they said they werent. It was lost in translation. Now my personal information is in their hands to do the right thing, The confirmation number for PSI is J126922939. Once they receive your information via mail there is no tracking accountability to verify. You cant contact the above listed address because the phone number is not given out and not listed.
Business Response
Date: 03/26/2025
We have confirmed that we have received the documents. The timeline is eight to ten weeks once documents are received for scores to be updated and sent.

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PSI Services LLC is NOT a BBB Accredited Business.