ComplaintsforPSI Services LLC

• Initial Complaint

  07/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the 3rd bad experience I have had with this company today they wasted another hour of my time. The Black employee took all the Black customers first got them ********************** then said she was having technical issues & told all the White guys that we had to wait 1 hour due to policy or we would lose our payment. That's called trapping a ************** bad business. I want to take my test and be completely done with this company forever. I also think its dumb I have to call in and cant just rebook my test on my own. Refund me and let me rebook I am forced to use this horrible company and I really hope someone in leadership can stop this monopoly its why they don't care about their customers or the environment they make them go through. When I ask if there is a ETA for the "Technical issue" I should be answered when I ask if its just that location or all I should get an answer. When I want to leave because you can not provide the service then you should give me a refund and let me leave. The fact that I was then dismissed but she allowed the Black girl she was getting ready to check in stay is unheard of. I also took the real estate exam with this company, tried to do it proctored where the chat person came on, made me circle my room & show everything you could think of for 30 min, then said they would release the test, then they said they had a "Technical Issue" a new person came on & said we had to start all over they couldn't read the chat & see we did this already forcing me to do it over. After an hour of this I took the ******** was so angry I couldn't even focus. I failed by 4 questions likely the first 4 questions. I was forced to pay again to retake it, again a terrible experience with the prison guard employee & failed by 2 questions. They have got alot of $ from me & have wasted my time. I want to be able to reschedule my test online, Not calling, I also want compensated for my time being forced to wait. I have alot more to say but limited characters

  Business response

  07/16/2024

  We sincerely apologize for the inconvenience. The testing candidate has been assisted and the examination has been rescheduled.

  Customer response

  07/16/2024

   
  Complaint: 21984536
  
  I am rejecting this response because: this does not address the concerns, regardless if the test has been rescheduled this company is horrible and owes me for my time and frustration plus they need to change the dumb policy of having to wait an hour in the lobby with no phone.
  
  Sincerely,
  
  ***********************

  Business response

  07/25/2024

  We sincerely apologize for the inconvenience. We have coordinated the concern with the relevant team for validation.

  Customer response

  07/29/2024

   
  Complaint: 21984536
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I took my my NC highway contractors exam on 6/22/24 in ***************. The exam was 100 questions I missed 29 scoring 71% but I was told only 90 of those questions count making my score a 67.7 with a required 70 to pass. I have received no meaningful response from this agency regarding the escalation I submitted on 6/24. The proper course of action is to either show me the 100 questions that I allegedly failed and why only *************************************************************************************************************** these matters as the board submits to this organization in these matters.

  Business response

  07/12/2024

  The testing candidate has rescheduled and completed the exam.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for my HISET exams on 07/09/2023. In order to pass you must score at least an 8. I attempted my first math test for my HISET on 08/04/23 I failed scoring an 7 just one away from passing so I spent 6 months studying for my math test. Each section of the test provides you with a percentage of what you got correct in each catagory. In total if I add all category's the first tests score was 113. I retook the test on 05/30/2024 however I scored the exact same score a 7 however this time all the category's totaled 146 so I absolutely passed the test if I was only one away from passing last year. I called PSI to explain the situation I asked to speak to a supervisor and was denied. I asked for a call back never got a call back. Each representative I spoke to told me the system is electronic and they believe there is an error but the company refuses to fix it. I am being told to keep going into the testing center and keep taking the test over and over again (its not free to keep taking it over and over) I have health issues, I take care of family and I work I don't have time for this this is a complete scam. I want my score adjusted to the 8 it should be so I can move on with my life. Not one person who answered the phone was american I had to repeat myself over and over and I had to make numerous calls is this business just a scam? Who tells someone that their time isn't valuable and to keep retaking a test and paying to retake it until I pass. I told them if there is a glitch with the system what does it matter how many times I keep taking the test your still going to fail me and you see I'm right and still refuse to fix it. The final offer was to retake the test on paper which again im not spending any more time on this they need to correct the test and they need to provide my diploma otherwise I will have to file with the news in ********** about this and see who else was treated the same way we might need to do a class action suit if they fail to address this.

  Business response

  07/03/2024

  Multiple-choice answer sheets are scored by machine, which gives virtually 100 percent scoring accuracy. Each correct answer is worth one raw point. The total raw score is the number of questions answered correctly on the full test. The scaled score is then computed from the total number of raw points in a way that adjusts for the difficulty of the questions on a given test.
  
  

  Customer response

  07/03/2024

   
  Complaint: 21916901
  
  I am rejecting this response because: It doesnt make sense that I got a much higher percentage the second time and here we are I included proof that the score was much higher your reps have all admitted its an error and a machine can make mistakes its clear thats whats happened there were also a questions on the test that the material didnt cover and yet I still got a higher percentage. Explain to me how I got the 113 the first time and 146 the second time explain why my score is the same if your computer is almost ***************************************************************************** having to go to the news about this because I know Im not the only person thats gone through this and Im not going to be scammed if I have to Ill get the school board involved as well. I am one point away from passing I got many more questions correct the second time and I attached proof so I wont accept a response until I get my diploma 
  Sincerely,
  
  *************************

  Business response

  07/08/2024

  In school, tests typically provide a percentage, or raw score based on correct answers, which is straightforward when there's only one version of the test. However, the HiSET test has multiple versions, or forms, which vary slightly in difficulty. This makes it challenging to compare scores directly based on right or wrong answers. To address this, ***** uses scaled scores. These scores adjust raw scores statistically onto a common scale, meaning that for an easier form, achieving a specific scaled score might require more correct answers compared to a harder form. A passing score, such as 8 on HiSET, doesn't necessarily mean you answered eight questions correctly; it signifies you achieved an 8 on the scaled score adjusted for the test's difficulty level. This approach ensures fairness across different test versions and supports candidates during retesting if needed.

  Customer response

  07/08/2024

   
  Complaint: 21916901
  
  I am rejecting this response because:

  I understand what your saying about scoring but its impossible to score so much higher the second time and now Im being told that that has no bearing you all just pick and choose so people have to keep paying to take the test over is all that this is I will not take the test again Im going to forget about college and its people like you that ruin this world and peoples dreams its pathetic and you should be ashamed but its fine I get it Ill bring this to the news and the school district I wont let this go.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello,I have included all of my tests taken from June 3rd to June 11th . I have been waiting for these results to transferred over to Parchment since Jan 12th. I will enclose the first letter Parchment sent me stating that I did not pass the Hiset exam and that is why there are no documents, I called back PSI and told them this is inaccurate and they stated they would make an inquiry into the problem and get back to me. No one emailed or called. I have called 3 to 5 times a day waiting for an answer and I am told over and over that is under investigation. I lost a job on June 21st because I could not produce my transcript. I was supposed to start school on June 24th Monday but the school could not let me attend because I have no transcript. I will only receive my money back due to the late return policy. This lack of organization has greatly affected my life and my family were counting on my job and attending school to help support them. My husband has been out of work for over a year and now I have nothing to fall back on. I have begged, pleaded and even asked if I could drive to your location and pick it up to hand deliver to Parchment. I was told no. I was told no to speaking with a supervisor and I was told there was nothing that could be done, it was under investigation. I am so angry over this treatment and unprofessionalism. I posted a statement on Reddit warning people of what can happen to you with this company. I will be posting about my experience anywhere I can because It has lost me a job and a education. Still, I have no answers and still no transcript. Please, I beg of you to send my transcript to *****. I have been crying for over a week and the stress of losing a job is more than I can handle.

  Business response

  07/03/2024

  We sincerely apologize for the inconvenience. We have coordinated the concern with the relevant team for validation.

• Initial Complaint

  06/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing regarding the PSI testing national outage on 6/21/24. For starters, the organization did not email the candidates to expect a delay in testing and/or the possibility of cancellation. There was a hand written sign on the locked doors saying there was a delay and to wait 30 minutes for an update. Over 10 candidates waited in 90 degree weather for over an hour because no one was allowed to wait in the testing center. Additionally, after the test was cancelled after a 70 minute wait outside, I waited over 30 minutes to reschedule my exam by phone, which was the only option. After waiting, I was hung up on by the customer ********************** member and had to call once again and wait an additional 30+ minutes. The operations seem extremely inefficient and the customer ********************** is unprofessional and untimely. This is not acceptable standards for an organization that offers a wide variety of professional certification and licensure exams.

  Business response

  06/24/2024

  We appreciate you sharing your feedback and we sincerely apologize for the inconvenience. We assure you that we will coordinate this with the relevant team to help improve the services we provide to our candidates. 
  
  For further assistance, please provide us with the following details:
  
  Candidate Name:
  Exam Confirmation Number:
  Email Address used upon registration:
  Name of Exam:
  

• Initial Complaint

  06/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello - My daughter has been trying to schedule a test thru PSI for almost 1 month. She requires, via a Dr ****** accommodations where she is in a room by herself. She initially reached out to PSI to schedule her test on May 29, 2024. She is continually told that PSI needs to email the actual testing center to determine a date for her test, with accomodations. She NEVER gets a response and therefore has been unable to schedule a test. Each time she calls customer **********************, the process starts over again.

  Business response

  06/24/2024

  We highly suggest the testing candidate to reach out to us via email at *********************** along with following details:
  
  Candidate Name:
  Email Address used upon registration:
  Name of Exam:
  
  Please be assured that we will do everything we can to address your concerns.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi, Im a contractor. Ive taken tests for B-2 classification to add on to my existing contractor license. Last test was my 3rd attempt at: B-02 Residential Remodeling Date: May 23, 2024 Start: 12:30:00 Time Duration: 210 minutes Location: ************* - *****************************************************************************************************************. Prior to last test, Ive taken test twice at **************** ca location. I believe theres smoothening not right about the PSI testing excellence. Ive looked up their website and found many complaints against them and some people had reevaluated their tests and it turned out that at first they failed but after reevaluation they passed the test. Therefore I would like to be reevaluated my tests. Hope to find satisfactory result. Thank You

  Business response

  06/24/2024

  A Test taker who was unsuccessful with the *** and alleges they were significantly disadvantaged due to a significant procedural error or adverse environmental conditions during the examination may request a review of their administration. A request for review and all supporting documentation must be submitted in writing to the Board within 30 days from the date on which the examination result was released to the Test taker. The Board may take such action as it deems appropriate; however, in no instance will the review result in the reversal of a score. Due to exam security, Test takers will not be permitted to see their exams.

  Customer response

  06/24/2024

   
  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

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi, I have filed the proper documentation to sit and take my 1st Grade Maryland Stationary Engineer Exam. I did this in November 2023. I promptly got notification from PSI that I was pre-approved. Since then, I have not been able to schedule my exam as my records are locked. I have contacted customer ********************** via phone and email approx. 12 times since then with no response. They simply say they will call/email me back. It never happens. then they gave me an email address to contact that I guess handles more in-depth issues than the standard call center. I have reached out twice via email since this particular ***** does not comminate by phone. (so, I am told) I get no response. last email was 6/2/24 to ********************************** This is now affecting my job and I need resolution. If something is needed from me via payment or paperwork that's fine but I need COMMUNICATION! We are now at 7 months, and they won't let me schedule to test that I paid for. The call center is a complete dead end. Please unlock my records and let me schedule. If you need something from me, please let's get this resolved. Communicate this!

  Business response

  06/24/2024

  We sincerely apologize for the inconvenience. We have coordinated the concern with the relevant team for validation. Rest assured that we will contact the testing candidate for updates.

  Customer response

  07/01/2024

   
  Complaint: 21859587
  
  I am rejecting this response because: Today marks Calander day 7 since this response, we are approaching a holiday weekend, and no attempt has been made to contact me from PSI Exams. 
  
  Sincerely,
  
  ***********************

  Business response

  07/08/2024

  We have checked that your application is still pending approval. The testing candidate will be notified via email once approved.

  Customer response

  07/17/2024

   
  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. I got email notification and was able to secure a test date. Thank you. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing a complaint against PSI Exams regarding their handling of my exam results and the application of veteran points.On 3/9/24 I took an exam administered by PSI Exams and unfortunately failed by 3 points As a veteran, I am entitled to an additional 10 points on my exam score with my DD214 form I meet all the military criteria. and promptly mailed my failed results along with my DD214 form on the same day 3/9/2024 Since then I have experienced an unacceptable lack of communication and transparency from PSI Exams. Starting from the last week of March I made several attempts to contact them to confirm receipt of my documents For 2 weeks I was given the runaround with no clear answers In April I called again and my case was supposedly escalated with a promise of a response in 10 days. The response I received stated I had to wait an additional 6-12 weeks before they would process my request and send out the letter. I was advised to expect the letter by the week of 6/5/24 (ticket #********) (****** *************)As of 6/11/24, I have not received any letter. Today, I called PSI Exams and spoke to three different representatives. The first representative hung up on me after I had waited on hold for 15 minutes. When I called back, I spoke with a representative named *********, who attempted to escalate the case again. while he was speaking to me, he paused, grunted, and audibly passed gas, which I found incredibly unprofessional and disrespectful. I requested to speak to a manager and was initially given the runaround. After insisting, I was connected to a higher-up (******) who seemed concerned and eager to help. (ref#********)I explained the entire situation, including my frustrations with the process and the unprofessionalism The manager acknowledged that PSI Exams had not processed my paperwork correctly and had not contacted the ********** of ******** Affairs as required. She promised to call me back by Friday with a status update.

  Business response

  06/12/2024

  We have escalated this with the higher management team for further investigation. Rest assured that we are monitoring this, and update will be provided as soon as possible.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was scheduled to take a General Contractor exam on May 31, 2024. I was supposed to be given site plans and blueprints to answer some of the questions with. The PSI testing center was under construction (not noted anywhere), so I was sent to the on-site ***************************************** center. The proctors advised the *** ******* website had been down for days so they couldn't download the plans I needed. They called *** and were told the plans weren't available. I called *** myself and rescheduled my exam for June 7, 2024. The person I spoke with was helpful and assured me the plans would be available the next time I went to take the exam. I showed up on June 7, 2024, and again, no plans were available. The proctors called *** again, who said the plans weren't available and they suggested I reschedule. The *** employee, *****, then hung up on the *******. This was the second time I took off work and drove an hour one way to the testing center. I took the exam without the plans. There were 17 out of 100 questions on the exam related to the plans I wasn't supplied with. I called *** to file a complaint and request a refund for these issues that were not corrected. After being sent to the supervisor, she stated I had the option to reschedule but took the test anyway so what else did I want. She then hung up on me.In addition, every time the proctors had to call to address this issue with ***, my social security number, email address, name and phone number were spoken in front of a room full of other people. *** uses your social security number as your "candidate ID". They said it was for my safety. This is a terrible practice and can open them up to lawsuits.I requested a full refund of $53 for their lack of professionalism and the undue stress placed upon me and waste of my time, although luckily somehow, I was able to pass the second time.

  Business response

  06/17/2024

  Thank you for your feedback regarding your recent experience with PSI. We sincerely apologize for the difficulties you encountered during your attempts to take the General Contractor exam.
  Your feedback regarding the unavailability of necessary materials, the handling of personal information, and the response from our team is duly noted. We understand the frustration caused by these issues and will use your feedback to improve our processes and procedures moving forward.
  While we regret that we cannot provide a refund due to your successful completion of the exam, we want to assure you that we take your concerns seriously. We will review our policies and communication protocols to prevent similar incidents from occurring in the future.
  Once again, we appreciate you taking the time to share your feedback with us. If you have any further questions or concerns, please do not hesitate to reach out. We value your input and are committed to providing a better testing experience for all candidates.

  Customer response

  06/17/2024

   
  Complaint: 21828396
  
  I am rejecting this response because: although I passed the test, your poor business performance made it near impossible to succeed. A refund is the least you could do in addition to your empty promises to do better. Especially because I missed an extra day of work and spent extra hours of driving and time for testing due to these errors. 
  
  Sincerely,
  
  *****************************

  Business response

  06/24/2024

  We understand your sentiments, however, examination fees are non-refundable and non-transferable.

  Customer response

  06/25/2024

   
  Complaint: 21828396
  
  I am rejecting this response because it proves this business does not care to work with its clients or correct poor business practices. Instead, I will petition the State of Tennessee to reconsider their contract with PSI and urge them to use ******* Vue or any other REPUTABLE testing company in its place. 
  Sincerely,
  
  *****************************

*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. ↩