ComplaintsforPrometric, LLC

• Initial Complaint

  06/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I took the school leader licensure exam at Prometric. The test duration was 210 minutes. I was on the second page of test instructions when I saw the testing timer had started and was at 2 hours and 48 minutes. I wasn't given the full time to test.

  Business response

  07/10/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding their testing experience. The candidate should contact their testing sponsor at 1-800-772-9476 regarding this matter.

  We thank you for the opportunity to review and respond to this candidate's concerns.

  Customer response

  07/15/2024

  
  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

  06/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I believe this business is operating unethically with reporting examination results for test takers. I have taken a particular exam on 3 different attempts and have not passed the exam. Based on my study efforts and previous test taking skills, I believe something isn’t right with this business and situation. I believe this business has been failing students purposely to receive more money. I believe this situation needs to be investigated by the proper authorities.

  Business response

  07/10/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding a score re-evaluation. As the candidate stated, they were advised to contact their testing sponsor at ************ regarding this matter, as there were no system glitches or anomalies that would have affected the candidates score, nor were there any content issues.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

  Customer response

  07/11/2024

  
  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

  06/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On June 10, 2024, I used the online application at Prometric.com to retake the CNA clinical skills test. I paid $73.00 for the exam. I called the customer service number and was hung up on by an associate, and when I called back another associate told me to call customer care. The associate in customer care did not speak clear english which made the conversation very difficult because she did not understand my issue, so the conversation yielded no results. I am being told that my payment was not captured because the system timed out. The payment went through on my end and I was charged for the transaction. I have provided a screenshot where the payment was processed in the amount of $73.00. I want a refund or for my clinical skills test to be scheduled. I will not be out of money and no exam. Prometric ID#********* Application#********* Application Date: JUne 10, 2024

  Business response

  06/13/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.

  
  The candidate filed a complaint to dispute a monetary amount of $73. After careful review this refund request has been denied, as no fee has been located. There’s a chance there may have been an authorization hold. An authorization hold is a way for merchants to reserve a certain amount of funds in a customer's account to ensure a future transaction can be processed successfully. Authorization holds may also be referred to as a preauthorization.
  
  To remove the authorization hold, please instruct the bank to release the funds back to your account. If issues arise, you may need to contact your bank to expedite the hold's release.

  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The BUSINESS had entertained a MISREPRESENTATION AT VENUE by mis-encoding attributions, and these attribution issues service a detraction on the retentive point of record, which, in this case, requires a firm, and retroactive redress. What the petitioner is soliciting to accomplish here is that the PROMETRIC INC. will re-evaluate the data, acknowledge the original mis-attribution errors on-site, and then rectify the appropriate data entries by reliance to objective ( Non-Criminal ) Court Order DATA SURETY, and administer this point of record to the extent of providing to a complete and secure amendment of the original notated transaction. Subsequently, it will render to us by POSTAL MAIL a fully corrected and amended retroactive document of integrity, and absolve its own role in all prior-derivative errors at misattribution, as performed by on-site employee oversight and personal negligence on a very groggy 6 A.M. early Philadelphia morning. We retain FULL ACCOUNTABILITY and PERSONAL DATA VERIFIABILITY and request DIRECT CONTACT by PROMETRIC Legal Counsel/Responsible Entity Oversight Office, to help with the PROFILE INFORMATION AUDIT for purposes of accuracy and re-documentation. The amendment does not affect the actual Testing Product, or to the Scoring Outcome. Rather, it re-clarifies the True Personality Attribution issue, which the current data misleadingly part-falsifies, perhaps by presumed PROMETRIC on-site employ evaluative negligence.

  Business response

  06/13/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.

  
  The candidate filed a complaint seemingly to dispute a monetary amount of $382.02. the complainant has requested communication with Prometric legal counsel only; therefore, we request the candidate to contact Prometric, in writing, at the following address:
  
  **** ***** ******* ******
  Baltimore MD 21224

  
  Please be sure to state what service was paid for, or what you are seeking reimbursement for, as we were unable to locate you with the information you provided.

  
  We thank you for the opportunity to review and respond to this candidate's concerns.

  Customer response

  06/14/2024

  
  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

  06/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Appeal/ complaint number on their site is ********- filed originally on May 5th. After not receiving a response I filed again, 04732388 (May 29th) They responded on May 31st that I should contact my sponsor (****) , I requested clarification being I filed the complaint/appeal on their site which they allow from their Prometric portal. The reason for this complaint is because on my MLO exam taken on May 4th (**** 2590432) ID for exam 2590432 scored me erroneously. I failed by 1 question and I felt very confident prior to submitting my end exam. The results stated I was low performing on ethics when it is usually my strong point. I requested an audit/appeal for this to get looked into. I need this to be looked into, being this could have been a software issue. I have taken practice exams that also had issues with correctly grading answers .

  Business response

  06/13/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding a score re-evaluation. As the candidate stated, they were advised to contact their testing sponsor regarding this matter as there were no system glitches or anomalies that would have affected the candidates score, nor were there any content issues.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

  Customer response

  06/14/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  After being contacted by the ****, they are stating they will not review being they consider the system flawless and I am considering Prometrics response a mere claim they looked into it, with no proof. This is simply a tactic to boost their revenue, on top of prejudice of some of the test applicants. I wish to request the data on my test, to prove this claim that there was no error. 
  The prometric site has a tab to request an appeal and audit but they are denying me my right. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  05/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went to Prometric Center #4214 on April 30th for my scheduled Series 7 Exam. My exam appointment was scheduled for 9am. I was there half an hour early as per the instructions. They lost my drivers license while doing check in paperwork for multiple people. They put my information on someone else's paperwork and the other person's information on my paperwork. Because they swapped our ID's. When I brought to their attention they had to find my license and correct the paperwork. They ran out of locks for the lockers and suggested I leave my belongings unsecured. Which I was not comfortable with. I had to wait for a lock in order to lock up my belongings. Eventually I received a lock for a locker in the employee only area. I finally sat down for my exam about 2 hours after my scheduled time. I was furious by that point. When I took a break to go to the water cooler they had no more cups. I was needing water at that point. I was getting a headache due to being there so much longer than expected. I was feeling dizzy and really needed water. I did ask if they had any cups elsewhere. I was told they had no cups for the water cooler in the entire facility. All of the incompetence throughout my testing process affected my score negatively. I was so frustrated and flustered that it made it very difficult to concentrate and focus. When I finished the exam and went to sign out for the day. Someone else signed my break time sign out. I told them it was not my signature and inquired why someone signed on my behalf. They kept insisting it was me. It 100% was not my signatures. Which most likely means they mixed my sheet up with someone else's

  Business response

  05/07/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding issues at the test site. We emailed the candidate at ***********@************ the following information:
  
  We contacted the site and got the below response from them.
  
  (Site does not recall misplacing her ID)
  Firstly, ****** mentioned an incident at the front desk during check-in where her license was supposedly misplaced or swapped with someone else's. I would like to clarify that during the time she mentioned, I was occupied at the admin desk in testing room 4214, checking in candidates who were starting their exams at 9 o'clock. I recommend directing inquiries regarding the front desk incident to the manager, who can provide more information.
  
  Regarding the lack of lockers and the offer to leave belongings unsecured or in the staff's room, I apologize for any inconvenience caused. The availability of lockers is managed by the test center manager, and any concerns regarding this matter should be directed to them.
  
  Additionally, I would like to clarify that ******'s claim of waiting for two hours to be seated for her test time is not accurate. Her test time was scheduled for 9 o'clock, and her biometrics was completed at 9:50 at the admin’s desk. We strive to adhere to the scheduled test times as closely as possible to ensure a smooth testing experience for all candidates.
  
  ****** mentioned the absence of water cups at the test center. While it is unfortunate that we ran out of cups, there is a water fountain available in the hallway near the restroom that candidates can use. Additionally, Prometric allows ***** candidates to bring a bottle of water into the testing room, which could have been a viable option for ******.
  
  Lastly, I was on lunch break when ****** checked out. I would have explained to her that it was not anybody's signature next to her break time, but an abbreviation handwritten by me as a test center administrator to identify the type of break she took. "U-N-S-C-H" stood for unscheduled break, and "R-E-T" stood for return. Her information wasn't mixed with anybody's, and nobody signed her break time on her behalf. Test takers usually do not sign out and in when they take a break.
  
  We strive to provide a stress-free environment for all test takers and deeply regret any inconvenience ****** experienced. We are committed to addressing these issues to improve our services for future candidates.
  
  Please let us know if anything else is required from our end.
  
  Thanks
  
  Candidates who needs to schedule, reschedule, or cancel can self serve on our Prometric website or call into the Regional Registration Center.
  
  Thank you.
  
  Regards,
  Prometric Candidate Care
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

  Customer response

  05/09/2024

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

• Initial Complaint

  04/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I scheduled and took a test online on 4/25, there was an interruption during the test due to "internet connectivity" although I spoke with everyone in the residence and no one else experienced this "internet connectivity" issue. I called the number as instructed on the screen and the rep I spoke with told me I could not continue the exam and I should not follow the on screen prompts because while she is not an expert, she is pretty sure it is not going to work. I was then instructed to file a refund request and schedule a new test which I did. So now I paid for 2 tests. The rep did not tell me to schedule it for at least 28 days later so I scheduled for the earliest available date. I later receive an email telling me I have to wait 28 days but of course when I go to reschedule it asks for another $42.50 rescheduling fee. So I have now paid for 2 tests and a rescheduling fee. I then call Prometric so I can get information on appealing the decision and the rep said "It was denied what do you want me to do about it" most of the reps I have spoken to are not helpful and do not give accurate information out.

  Business response

  05/07/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding a denied refund. We have appealed the decision and resubmitted the request to our appeal committee. Please allow 5 business days for a decision.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  04/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Last night I tried to sit for an exam. I went through the check in process at least four time due to the exam just disappearing or not starting. After speaking with tech support, they told me to disable my antivirus and I did. After just a few more questions, same issue. Customer services said I needed a ticket number to reschedule the exam which I was never given. I was told I could not take the exam due to having to restart the process too many time. I wish I could give no stars. I have had to talk to multiple people and still no answer as to if I will have to pay to retake the exam due to no fault of my own. This is my first and last time using this proctor. ******* would never put people through this mess. The exam retake fee would cost 200$.

  Business response

  05/07/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding a refund for their **** examination. The candidate must contact *** at 866-******** for assistance, as we do not collect payment for this exam.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

  Customer response

  05/09/2024

  
  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

  03/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 3/4/25 I went to a Prometric site and took the exam Introduction to Geography (confirmation # ****************). I passed the exam and then called the Prometric “customer service” and spoke to John. John said it doesn’t show the score being uploaded but it shouldn’t take long for it to do so and then they would send the transcript to my school so I could get credit. On 3/8/25 I sent a follow up email asking the status and they replied- “It seems your score hasn't been uploaded to our system yet to get your score sent out to your school, we have put a ticket in and hopefully it won't take long to get resolved so we can get your score sent out. As for taken it remotely versus at a site, for some odd reason when scheduling remotely the system doesn't have a field to enter in your school code and candidate's would need to contact us to get that score sent out.” On 3/19/25 I sent another email asking for the status since I realized it still hasn’t been uploaded. They replied- “The ticket is currently being handled by a supervisor in our IT department. The ticket number is: 04587707” On 3/28/25 I emailed asking how long this usually takes. They replied- “If you took a DSST exam the process may take up to 3 to 5 business days for the score to be uploaded and released into the system.” It is now 3/29/25 officially 20 business days since I passed this exam. I have also made a few calls to Prometric “customer service” in this time span and ask to speak to a supervisor but they never get me to one, they just give me the run around. There is no reason why this exam should be taking this long to get uploaded and to get my transcript to my school to get my credits. This company claims that this is the best way to get fast credits but at this pace I could have passed the actual class in the time it might take to get my credits. The only thing this company is fast at it taking peoples money which is due before to take the exam at their site or at the time of the exam when you take it at a college. I want my credits and I’m tired of waiting.

  Business response

  03/31/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding their scores not posting. Our tech department was contacted on 3/14/24 in order to retrieve the scores in question. The team is still working diligently to retrieve these scores; if you have any questions, please contact our DSST department at 877-471-9860.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  03/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I registered to test for the exam and it was scheduled for March 25, 2024 at 12:30pm. Prometric cancelled the exam on the morning of March 25, 2024 so due to NO fault of my own, the exam was cancelled. Prometric sent an email telling me to wait 3-5 days to reschedule. I attempted every day to reschedule and when I attempted multiple times to reschedule there were no available tests. This impacts my employment and ability to earn an income without this board certification. The testing center cancelled my exam and there was no exam available to reschedule during the exam window time ending on March 29, 2024. They cancelled the exam without any remedy for me to reschedule. Here is the cancellation notice: Dear Candidate, Due to adverse weather conditions in your area, we will need to cancel your scheduled exam (details below). Please do not go to the test center. Exam Cancellation Details: Exam Name: *****  Exam Date: 3/25/2024 Confirmation Number: ***********************  Test Center: Minneapolis - Bloomington Site Code: 00** Your exam is important to us. We acknowledge that this unexpected change is stressful, and while our goal is to give as much advanced notice as possible, the current situation requires us to take immediate action for your safety. Understanding the time sensitive nature of your testing event, rest assured, our teams are working diligently to process the change. Please allow between three (3) to five (5) business days for the changes to reflect on your exam profile. Once completed, you will receive a follow-up email communication to assist you in taking the next steps. Again, please do not go to the test center. We thank you for your time and patience. Please stay safe! Thank you, Your Prometric Team

  Business response

  03/31/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding their examination being cancelled. The candidate has stated they were unable to find an available testing date before their testing window closed. For your requested test fee refund, please contact ***** at 877-*********
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

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