ComplaintsforPrometric, LLC

• 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.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have not been able to schedule an exam, despite several phone calls and runarounds given for the past six months. I have talked with several people now who all continue to give me the runaround. I am a student with disabilities and no one knows why I cannot schedule my exam. I have gone through the entire process more than once now. My job depends on this test, and I have waited a ridiculous amount of time without an answer. I keep getting the runaround from Prometrx and no one can give me an answer when I can actually speak with someone live. Talked with so many people, but among them is a representative by the name of Vince and another representative by the name of Brenda, as well as Deborah. No one has been able to settle this issue and get me scheduled for an 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. 

  Customer response

  01/30/2024

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

  I am still awaiting a response from Prome. I have not recent email or voicemail advising on what to do next. Who can I contact directly? 
  (Name and extension of that person)

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

  Business response

  02/09/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding scheduling. Again, we show the candidate has been assisted as of 1/23/24. The candidate has been approved for the following:

  
  Additional Break 15 minutes; DOUBLE TIME; SEPARATE ROOM
  
  For additional assistance, please contact us at 1-800-*********

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

• Initial Complaint

  01/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I took the TOEFL IBT on December 19th utc. My appointment number is ****************, but I haven't got any result so far. I called the *** official and said that I would be contacted by email right away, but it didn't happen. I desperately need this grade

  Business response

  01/08/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding their score report. Unfortunately, we do not handle score report requests for this client. The candidate must contact *** at 1-877-******** or 1-609-********.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was scheduled to take my HESI A2 exam on 12/16/23 at 1pm via remote proctoring. I had this exam scheduled at least a few weeks in advance. The nursing program I'm applying for only allows 2 attempts per year. This exam is extremely important for my education along with future career. After going through the process of the remote proctor checking my room and making sure everything in my environment was suitable for me to take the exam, I began the exam. At first everything was fine the exam was working properly. I was able to access my home screen for the exam. However, when I attempted to begin the anatomy section of the exam and pressed start, the screen was white and displayed only "error 404 page not found" I let my live proctor know of this issue and they instructed me to close the exam and contact Prometric's tech support. I attempted to call the tech support phone number and was met with an automated message explaining that the tech support was closed for the day due to the holiday. I also attempted to join the online chat via the tech support help link provided through my exam confirmation email. this link would not work on my phone, laptop, or work computer. This means that Prometric allowed me to schedule an online remote proctored exam on a day that their tech support was literally not there to help in response to a tech issue. I find this completely irresponsible and ridiculous. It even states in the confirmation email of the exam to contact tech support with any troubles, and again, I was told to do so by my proctor. I had to wait till the next day, December 27th, 2023, to finally speak with someone regarding this issue. After over 8 different phone calls, being on hold for over an hour, and being hung up on, I was told it would take 3 to 5 business days to resolve this conflict and allow me to reschedule my exam. This is a major issue as I needed to test in December. I took off work for this test, it cost $145, and this has caused extensive stress.

  Business response

  01/08/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding technical issues during their testing event. The candidate has since been rescheduled and tested.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I took the praxis reading exam. I had a problem with an error message popping up. Finally the computer shut down. I had to wait while they switched me to another computer. That didn’t work, so I waited 30 minutes while they called text support. To find out a month later ( that’s how long they make you wait) I failed by a point. It’s fishy. They will not refund me a penny. My state forces you to use this company. They are money grabbers. I took the Vcla and it was way different. No glitches, test scores after a week. I had constructed response questions too. The Vcla prints what you get from the jump. I took another praxis years ago. I think they fail you on purpose to get more money. All they offered was to pay for a review. A review should be FREE.

  Business response

  12/22/2023

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding technical difficulties when testing. Unfortunately, we do not handle hardships or refunds for this candidate. The request will be investigated; however, the candidate must contact *** at 800-********, as Prometric does not collect fees for this examination.
  
  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. ↩