ComplaintsforPrometric, LLC

• 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.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have to schedule an examn and I have callws to get it scheduled and everytime the representative put me on hold lije 5 mins due to an advocate has to schedule it. When the representative gets back on the thet tell me that the advocate is busy and will return my call. I have called 4 times in 7 days and no one has returned my call. The first time I called the representative told me that their system was down and the last time I called the representative told me they only have one person scheduling the exams and that their system was down and it was unknown when it will be back. Its a large company and they really have only one person scheduling exams? Are they so busy I can not get a call back, And they should get better computers, why is their system always down every time I call.

  Business response

  03/13/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding customer service; however, it doesn’t seem to be a clear request. The candidate will be contacted within 24 hours.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

  Customer response

  03/14/2024

  
  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

  03/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have copied and pasted what is on the email attachment below describing the issue: 1.) Hello and good day. Let me provide my identification information along with attachment of exam appointment details. ***** ****** ***** **** **** **** ***** san Diego, ca 92139 C: ************ Prometric I.D. number:*********  I completed my exam yesterday 02/06/2024 1145am- about 145 pm.. Have not received email results. Called 1-800-853-6769, and was referred to this phone number1-866-241-3118. I ended up in a loop when I inquired about test results. this number is noted on the web site 1-800-853-6769. They referred me to call 1-866-241-3118. Then speaking with representative "Latice" said to call to that first number, then that phone line said to call the 1-866-241-3118...was then transferred to "main line"; then Carlos was giving me the same out come until I explained the content of the journey. He provided me your email. I never received the results by email, nor cant even look them up in the web site....why? too many pointing fingers in a loop, and web site is not friendly to look up results nor even email...very abnormal...it should not be that complicated... Please email me my results and correct web site link to download them... V/R, 2,) I have forwarded my request for results to Kristen B*****. It has become an unnecessary struggle to get email results or even the correct web site source to get these answers for my exam I finished yesterday 2/6/2024 1145am-145pm.

  Business response

  03/13/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding their score report. The score report was emailed on 2/8/23 to ****************@yahoo.com
  
  We have resent the score report via email.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Had an exam scheduled that I had to drive an hour to the testing center to take. Spent weeks studying and preparing. Arrived at the testing site to find it locked up. The customer service was awful when I called and it took an hour to get someone in person. No real explanation of why the center was closed, just had to reschedule…which has me worried that I’ll get to go thru the whole situation again. As much as we pay for testing services and sitting fees etc, this should not happen. There were at least a dozen others that were there as well.

  Business response

  02/27/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding rescheduling. We understand the candidate's frustration and apologize for any inconvenience the cancellation caused. the candidate has since been rescheduled.

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

• Initial Complaint

  02/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid this company $35 to process my application for CNA Reciprocity transfer to Louisiana on Jan 03 2024, I completed all documents as asked! They said it would take 48-72 hrs and it's now been over a month and it's not transferred! Every time I call they say "did you have incomplete documents" and those were corrected over a month ago, but they say ok we put complete. Give it 48-72 hrs! I want them to transfer my CNA or refund me! It's absolutely ridiculous! I move in a week and cannot start my job until they follow through! They took my money, now finish your job!

  Business response

  02/27/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding reciprocity. We understand the candidate's frustration; however, the LA CNA Application Status Report was resent successfully on 02/15/2024. 
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

  Customer response

  02/28/2024

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

  I had to call the registry and RESEND my ID  I sent to Prometric and they never sent it to the registry!!!!

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

• Initial Complaint

  01/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On January 22,2024 I had a certificate from Prometric to take my skills test for the 2nd time with them. Today the observer that was watching me perform 3 skills in which one of them was how to feed a patient I studied the material that was given to me and perform it like the video,however the observer seems upset because she had 11 students to watch skills and she also had to give the written test since she was the only one, I felt that she was tired a d frustrated with the situation, when I performed that skill I ask her what do she perfer me to do stand up or sit down and she replied what's make me comfortable I didn't know that the person was acting like a sick person she said I must feed the patient and that's what I was doing. I got counted not pass due to me standing up and I asked her, I don't think I was treated fairly, I paid for this out of pocket and she was frustrated,

  Business response

  01/25/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding scoring of their Nurse Aide Skills examination. We have thoroughly investigated their concerns in order to provide them with a fair and accurate response.
  
  The Appeal Committee has reviewed their concerns and, after careful review of all the information provided the request for appeal has been denied. 
  
  From this review we have determined the score received for the failed section of the examination was in fact reported correctly.  Also, we’ve confirmed the scoring procedures used for the examination were correct as well. We are therefore unable to alter the examination score or fail status. 
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

  Customer response

  01/26/2024

  
  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

  01/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against one of your representatives. I attempted to log in for my exam four times, but technical issues with the ProProctor system prevented me from doing so. Each time I tried to log in, I was informed that the representatives couldn't hear me or that my screen was frozen. I informed all representatives via the chat that nothing was frozen on my end, and I could hear and see them just fine. However, I still had to log out and log back in. During the fifth interaction with a representative, I spent 4-5 minutes reviewing an empty desk and empty floor repeatedly. I was also asked to show under my chair and armrests. The last request, where I drew the line, was when I was asked to show my groin and buttock areas, as well as provide proof of my empty pockets. I refused to comply and requested a supervisor. The representative declined to provide me with a supervisor and threatened to terminate my exam. I reiterated my request for a supervisor, stating that I would not end the call until I spoke with one. The representative ignored me and insisted that I follow his instructions or face consequences. I reiterated my refusal to comply and reiterated my demand to speak with a supervisor. The representative then abruptly hung up on me. I have made several calls to ProProctor, and I have been bounced from one call to another. While typing this, I have finally been informed that the issue has been escalated via reference number ********. It is evident that ProProctor needs to reimburse me for any and all exam fees that I will incur again, but I don't know what can be done to resolve the lost time and disrespect that I experienced today. My first step in reporting this issue is with the BBB, but it surely will not be the last step I take.

  Business response

  01/25/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding ProProctor. We understand the candidate's frustration; however, prometric does handle examination fee reimbursements for **** exams. The candidate must contact **** at 1-855-*********
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

  Customer response

  01/29/2024

  
  Complaint: ********
  
  I am rejecting this response because: The company has failed to respond to the complaint concerning the actions of their employee. Their complete disregard for addressing it is unacceptable. The lack of acknowledgment and resolution of this complaint demonstrates unprofessionalism and is not acceptable.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  01/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I'm a remote test taker and I requested a retake due to technical issues from Prometrics end. This is a very intense examination and on exam day I had issues. I was allowed to retest and was asked to request a time slow. I selected 12pm time slot. I can understand that the exact 12 pm can be difficult to accommodate at times however I was not expecting an 8 am time slot. Nights before the exam I struggle with sleep. They say we can reschedule but it's a complete scam. Last time weeks ago I tried to reschedule and the call kept me on hold for over an hour only to drop me. This time again I've been on hold for 2 hours no one answers. When I go online I see SEVERAL time slots for 11 am 1145am. I mean they could have given any one of those but they selected 8am exactly. I try to change it online but it's a complete scam. It makes you wait 15 mins saying that it's changing the time slot only to send you back in the loop. I tried several times on my phone and my computer and I took several snapshots on both devices. This is false advertisement and very deceptive on pro metrics part. I not only am stressed for the exam but now I'm left to chase Prometric into a false loophole in which I am taken in circles with false commitments while taking my time and attention away from my exam. Are they deliberately trying to ruin futures? Why would you select 8 am when you clearly have other time slots available????? I'm even open to a day or to away, as long as my test score comes in at time. I'm even open to take it on the 25th or 26th or what not. Please see in red above how it says in the snapshots that I have to wait to press submit. The submit button never appears. This happens over and over and over again, all this while I'm on hold waiting for a Prometric rep to assist with rescheduling an accommodations driven exam.

  Business response

  01/25/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding scheduling. Candidate has been assisted as of 1/23/24.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

*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. ↩