Complaints

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:08/24/2023

  Type:Product 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.

  My name is ***************************** and I am writing to formally lodge a complaint and request a full refund regarding the significant technical challenges I encountered while attempting to take the August 2023 LSAT. I would like to document the series of events that transpired on the test day to convey the extent of the difficulties I faced during the examination. 08/12/2023 12:36 PM CT - Logged into ********* to begin the LSAT 1:00 PM - Connected with the first proctor began screening 1:18 PM - Instructed to log out and log in again due to text-chat malfunction 1:18-1:48 - Waited to be connected with another proctor, and began the first two sections of the exam 3:30 PM - Check-in process after ten-minute intermission of exam 3:38 PM - Instructed to exit the test and log in again after finding the text-chat feature malfunctioned again 3:38-4:08 PM - Waited for proctor, exited out, and tried again. 4:12-4:32 PM - Waited once again for a proctor to no success 4:32-5:30 PM - Waited for tech support after exiting out of the exam. Upon finally getting in touch with someone I was provided with the support number 04118049 and was provided no solution to ensure the text-chat feature would not malfunction again. Support also advised that I would have to wait minimum 1 hour before being connected with a proctor” 6:15 - Attempted to log in and received error codes baring me from entering the program entirely. Called both of the phone numbers provided to find they were both no longer in service. Went back to the original tech support chat and was told that there were no available agents online. I then filed a complaint through the LSAC website and detailed my experience. I was offered a re-take on 08/19/2023 or 08/20/2023 or the option to forfeit taking the exam this cycle and take in future months. 08/20/2020 - Took the LSAT exam in person.

  Business Response

  Date: 08/29/2023

  Dear ***************,
  
  We apologize that ****************** experienced difficulties with the August 2023 LSAT.
  
  ****************** filed a test day complaint to request testing options for the August 2023 LSAT.  We provided a makeup test on August 20th which the candidate accepted and completed. In lieu of the make-up test we had offered a refund of the August registration fee or a future registration at no charge.  ****************** choose the make-up test as the option to resolve the test day complaint. We do not issue more than one testing option to resolve a complaint. 
  
  We hope that this information is helpful.  If you require any additional information, please do not hesitate to contact us.
  
  Best Regards,
  *****
  

  Customer Answer

  Date: 09/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:08/12/2023

  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 have been trying for two weeks at the point of this complaint to take my LSAT Writing portion of the exam that I paid $200 to take but have been unable to do so due to issues I brought before LSAC and ********. After over 20 calls, 6 support chats, and 3 emails later, I am still unable to take the exam, and LSAC is no longer picking up the phone during business hours. This is absolutely unacceptable and asinine. This massive delay in my ability to complete the writing portion will delay the release of my score and, consequently, my ability to apply to law schools. These delays legitimately have the ability to negate my ability to be accepted into certain law schools and get certain scholarships available only to early applicants. They need to be investigated and penalized, and test takes must be reimbursed massively for their time, money, and mental toll.

  Business Response

  Date: 08/29/2023

  Dear ***************,

  We apologize that ********************* experienced difficulties with his writing sample.

  It appears that ********************** had a previous account with the proctoring service ********, which caused the issue. The issue was resolved, and ********************** was able to complete the writing sample on August 16th.  The writing sample was submitted for review and was approved on August 16th.
  
  We hope that this information is helpful.  If you require any additional information, please do not hesitate to contact us.

  Best Regards,
  

• Initial Complaint

  Date:08/11/2023

  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.

  Paid $222 to take the August LSAT through the Law School Admissions Council. Technical issues on the part of ProMetric proctoring services persisted, and many test takers (including myself) were unable to access the test on 8/11/2023. I attempted to call LSAC and ProMetric over 30 times, with all lines being busy. After 3 hours, I was connected to an agent. Agent was unable to reschedule me, nor confirm that I wouldn’t be penalized for their technical issues. No instructions given to test takers on how to proceed. Not even sure if I will be able to take this test. Many test takers reported exams closing on them, proctors never showing up, and waiting hours between test sections. Was unable to test on august 11, 2023 as agreed to with LSAC, and no information has been given on how to proceed.

  Business Response

  Date: 08/28/2023

  Dear ***************,

  Please allow this to serve as our formal response to ******************** complaint.

  We apologize that ****************** experienced difficulties that interfered with his August 2023 LSAT.  ***************** filed a test day complaint through his online account with LSAC, and was offered testing options.  ****************** chose to move his test date to the September 2023 LSAT at no additional charge. 

  We hope that this information is helpful.  If you required any additional information, please do not hesitate to contact us.

  Best Regards,
  *****

• Initial Complaint

  Date:08/07/2023

  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.

  In the past 2-3 months, myself and my family have been through a long string of Covid diagnosis and recovery. Currently I received a booster and it caused myself to get very ill which has not allowed me to study, prepare, or take the lsat test. I've called many times and was told rudely that i have no other options besides withdrawing with no refund, too late to take the test, I can reschedule but for the full complete fee I was original charged. I feel like it doesn't make sense to any consumer who is going through a hardship for a business to not work around them but instead charge them for a test they cant take and charge them again for the test for the future. Its wrong and I would like my full refund at this point.

  Business Response

  Date: 08/29/2023

  Dear ***************,

  We apologize that *************** experienced difficulties with requesting a refund of his registration fee.

  LSAC policy is to change the test administration date without a charge or provide a refund, up until a certain date that is listed on our website LSAC.org.

  Our records show that LSAC had previously changed a test date for **************** from the June to August 2023 LSAT after the deadline, due to a personal or family illness at no charge. 

  **************** contacted LSAC past the deadline to request a refund of his registration fee for the August 2023 LSAT.  Unfortunately, once it is past the deadline LSAC does not issue a refund.  The representative that assisted **************** suggested that he send an email with supporting documentation to [email protected] to request to change his test date without a charge.  **************** disconnected the call and did not send an email to request to change his test date without a fee.

  In addition, **************** failed to schedule and choose a testing date and time for the August 2023 LSAT by the required date.  Since **************** did not schedule the August 2023 LSAT with our ********, we generally do not provide further testing options.

  We hope that this information is helpful.  If you require any additional information, please do not hesitate to contact us.

  Best Regards,
  

• Initial Complaint

  Date:06/15/2023

  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.

  On 6/10/23 I was scheduled to take my LSAT. I logged into the account and the proctor verified my info. The proctor took over my screen (remote connection) and tried to log me into the test. The ****** page logged me in but wouldn’t pull up the test. I was then told my the proctor that they couldn’t help and that I would need to reschedule my exam. I contacted LSAC to reschedule and was told that I couldn’t, and that I needed to file a complaint. I filed a complaint and after review was told that I couldn’t reschedule my test nor would I be given a refund. Instead, I was told that I will be marked as absent. I believe LSAC’s actions should be taken as fraudulent.

  Business Response

  Date: 07/11/2023

  Dear ***************,

  Please allow this to serve as our formal response to **.******** complaint.
  
  We apologize that ****************** experienced difficulties with the June 2023 LSAT however, virtual assistance software is not permitted to be located on the test takers device for testing.

  **. ******** was not permitted to complete the June 2023 LSAT due to the identification of virtual assistance software located on the test takers device by ********. The candidate was therefore marked absent for the June 2023 LSAT.

  Virtual assistance software is listed on the ******** website under equipment that is not supported for testing. In addition, the Candidate Agreement signed by all test takers states that the test ******* has the right to discontinue the test administration.

  As a courtesy, we have registered ****************** for the September 2023 LSAT at no additional charge.
  For the September 023 LSAT, test takers will have the option to schedule the exam at a test center or remotely. If ****************** does not have a compatible testing device, she can schedule the exam at a test center.

  Please contact us if you have any additional questions and we will be happy to assist you.

  Regards, **********;

  Customer Answer

  Date: 07/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:06/15/2023

  Type:Customer Service 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.

  The LSAC claims that their third-party proctoring site flagged my test for unauthorized software running in the background. I find this interesting because, until this day, I didn't know I had that software on my computer. To that point, the software is ***** ***** screen-sharing software. I am sure that I was required to download this software during a previous test date. As well, the proctors screen my computer multiple times. It wasn't until halfway through my test, when I received a new proctor that I was found to have this software running, and my test was terminated. I am now being railroaded by the LSAC. I have written multiple emails and called multiple times to no avail. 

  Business Response

  Date: 06/27/2023

  Dear ***************,

  Please allow this to serve as our formal response to *************** complaint.

  We apologize that **************** experienced difficulties with the June 2023 LSAT however, remote access software is not permitted to be located on the test takers device for testing. 

  **************** June 2023 LSAT was terminated by ******** due to the identification of remote access software located on the test takers device.  The candidates June 2023 LSAT score was therefore cancelled by our Office of Test security. 

  Remote access software is listed on the ******** website under equipment that is not supported for testing.  In addition, the Candidate Agreement signed by all test takers states that the test proctor has the right to discontinue the test administration, and LSAC may elect to cancel the test score.

  As a courtesy, we have registered **************** for the August 2023 LSAT at no additional charge.  For the August 2023 LSAT, test takers will have the option to schedule the exam at a test center or remotely.  If **************** does not have a compatible testing device, he can schedule the exam at a test center.

  Please contact us if you have any additional questions and we will be happy to assist you.
  Regards,
  *****

• Initial Complaint

  Date:01/20/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  LSAC is required to respond to me IN WRITING withing 3-5 business days after I file a complaint. First off, LSAC believes to be a professional organization by having their customer service reps on the phone while driving, in the middle of construction, and feeding their children while talking to me on the phone. Nobody is able to provide accurate information that assists in the application process. I filed a test day complaint and received ZERO RESPONSE. LSAC PROVIDED ABSOLUTELY ZERO REASONING for why my test was terminated and I DID NOT SEE ONE QUESTION OF THE EXAM. LSAC has been the ABSOLUTE WORST CORPORATION I HAVE EVER INTERACTED WITH. All of their employees left their jobs selling used cars to come here and take money from students who can't afford to spend thousands of dollars. LSAC will be receiving a lawsuit for this unethical behavior and I HOPE THE *** DROPS THE LSAT REQUIREMENT ASAP. Nobody should have MONOPOLIES CONTROLLING EDUCATION. Once again, I DID NOT SEE ONE QUESTION OF THE EXAM IN JANUARY. I told the proctor to pause the exam anytime they are to interrupt me, ADVICE GIVEN TO ME BY LSAT TEST TAKERS. ******** and LSAT are a great team of GREEDY CORPORATIONS who have profited massively off of having online exams with proctors who are outsourced to RECIEVE BELOW MINIMUM WAGE. SHAME ON LSAC if I didn't want to be a lawyer, this was definitely the motivation I needed to punish corruption and enforce humane standards.

• Initial Complaint

  Date:08/16/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Hello, I purchased a slot for the Law School Admissions Test (LSAT) but due to the the economy and the way my finances have been impacted, I am struggling to get by. I unfortunately cannot make the exam. As such I am asking for a refund of $215 that I paid for the LSAT The exam is in September which I have not taken, there have been no costs incurred by Law School Admissions Council (LSAC). I have tried to reach out to them but they are not amenable to helping. Please assist me in getting by with this refund or else I cannot make ends meet. Really appreciate your assistance. Yours truly,******

• Initial Complaint

  Date:06/12/2022

  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.

  The online proctor was the most ridiculous thing I have ever experienced. I understand wanting to protect against cheating but the requirements were overboard. LSAC needs to loosen the requirements for online proctoring. Particularly, the fact that the proctor required me to situate my position in such a way where they could see the door to the room behind me. This was next to impossible without me sitting side saddle because my desk is positioned perpendicular to the door. Additionally, its next to impossible to move my large solid wood desk. Not only was this position awkward an uncomfortable, but when I got to the Games section and had to map out the puzzle, I was leaning to the left to write on the paper sitting in the desk which put me out of camera view and I was stopped a few times. This resulted in me becoming flustered loosing my concentration. I could not recover from those interruptions in the limited time to finish the section. While I plan on also making a complaint for test day on my account. I felt it was necessary to let you know about the proctor requiring to see the door, which at no point is mentioned in any of information on the LSAC website regarding testing requirements. I am super upset and feel as though all the studying I did was a waste of my time and money!! This could all have been avoided had I known about this requirement or if LSAC didn't have such outlandish and unnecessary "protections" for a test that is basically cheat proof all on its own. I also think I should be allowed to retake that section without having to retake the whole exam. I say that as an executive, with a MBA (from a top 20 program), who has taken multiple graduate exams, and does not accept that "it is what it is" as if I was 20 years old. I suspect there will be no atonement for my experience because the philosophy of LSAC is to take advantage of candidates (who are often younger and less likely to push back) and treat this test like it's a some sort of privilege.

  Business Response

  Date: 06/27/2022

  Dear ***************,

  Please accept this as our formal response to **. *******'s complaint. We apologize that ***************** experienced difficulties with the administration of the June 2022 LSAT.  To secure the testing environment and protect the integrity of the online LSAT exam, the proctors at ******** may request that a test taker change their position in relationship to a door in the testing room. The test taker is required to remain in full view of the camera at all times during the exam, to adequately proctor the test. 
  Our records show that ****************** was offered the June 2022 LSAT retest however, he chose to keep his June 2022 LSAT score.  To complete a retest of the LSAT exam, the entire exam needs to be retaken; a test taker cannot retake only one section of the exam.

  
  If you require additional information, please do not hesitate to contact us.

  
  Best Regards,
  Karen