ComplaintsforPSI Testing Excellence

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my ********** ***** Broker (Real Estate) exam on August 6th. Per their handbook they will deliver the results to ********** Department of Licensing within 3 days. It is now 10 days later and they still have not released my results. I have called them 3 times and each time they tell me that a "ticket" was just submitted today and I have to wait 5 days. Why was it not submitted the first time I called? No one is doing what they say? This is unacceptable. I paid them my money to take the test now they should do their part and release my results. ********** ***** should look into doing business with a more reliable company. I will be making a complaint to the state as well.

  Business response

  08/21/2024

  This has been coordinated with the relevant team for further investigation. We will reach out to the testing candidate for updates.

  Customer response

  08/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This is a generic response. Every time I call this is what they say. It doesn't resolve my issue.
  
  Regards,
  
  ***** *******

  Business response

  09/02/2024

  Upon checking, the test result of the testing candidate has been sent to the state.

• Initial Complaint

  05/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  PSI TESTING EXCELLENCE states in their advertisement that ALL test for Journeyman Electrician will be conducted, as of October 1, 2023, based off information found in the 2023 NEC Code book. When you go to their AUTHORIZED testing centers they are still testing only on the content found in the 2020 NEC, which has resulted in many candidates FAILING multiple attempts at the exam. I contacted the testing facility and was advised by the person in charge of the test that PSI has been advised of this issue and has not done anything to correct the issue. The handbook given to every candidate as to what is allowed and on the test and material that needs to be studied is information only found on the 2023 NEC CODE BOOK, yet they are being tested on content that they are not required to study. 2023 NEC BOOK AND 2020 NEC BOOK are totally different , as codes have been revised, rewritten or all together done away with and others added on, therefore making it difficult for candidates to even have a fair chance in passing the exam. In essence they are setting up candidates for failure and every time the exam is FAILED the candidate is required to pay $78.00 US dollars in order to take it, unknown to them that they will FAIL again because it is the wrong test they are taking. As of right now, I've invested well over $400 dlls over all between exams and " study guides" payed to PSI. On top of that , in their study guides they don't offer the 2020 NEC study guide as it was discontinued after October 2023.

  Business response

  05/27/2024

  Thank you for your feedback. We have coordinated the concern with the relevant team for validation. Rest assured that we will contact the testing candidate for updates.

  Customer response

  05/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  
  Regards,
  
  ********** ******

  Business response

  06/04/2024

  We appreciate sharing your thoughts. In accordance with the Candidate Information Bulletin, it has been stated that the examinations will be referenced to the 2023 NEC Code Book.

  Customer response

  06/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  
  Regards,
   Christoban Ruedas

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company in Question: PSI Testing I took a Real Estate Broker Examination (State portion) on 03/28 and passed the exam. Those results are supposed to be sent to the Department of Licensing in Washington within THREE days of passing, fast forward almost a MONTH later and they STILL have not been submitted. I called PSI customer service, and not only did they not speak English, but they also promised a 48-hour window for results to be submitted and told me to 'just wait' as I will get an email which still has not arrived. I have called the DOL multiple times, and they have told me that it is out of their control. At this point, I have PAID PSI $250 to take this exam and they have not submitted my results as they were required too and have not had a single bit of communication to me as to why. I would like my results submitted and my exam fee refunded.

  Business response

  05/02/2024

  We have coordinated your concern with the relevant team for resolution. We will contact you to provide with an update.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We scheduled a 2 exam for 2/11 the WI Casualty and Wi Property insurance licensing. We say waiting to the test proctor for 45 min past the testing time and no one showed up. We called the customer support number given to us via an email and emailed them with no response. We proceeded to call Monday, wasting 10 hours of our time attempting to receive a refund or reschedule. They refused and insisted that we did not show up. We emailed screenshots of the computer screen, along with email and call log. To be told they were not sufficient. The company was also very rude one of the customer service managers told us “it was not his fault, that we should’ve just taken the test.” Then hung up. Many of them refusing to escalate the call to management or supervisors. We have now had to pay again to schedule, the exam again as it is required by law to work in insurance.

  Business response

  02/16/2024

  We value your feedback and take it seriously, and we are committed to improving our services based on customer feedback. 
  We highly suggest the testing candidate to reach out to us via email at *********************** along with following details:
  
  Full Name:
  Email Address used upon registration:
  Exam Confirmation Number:
  Name of Exam:
  Date of Exam:
  
  Please be assured that we will do everything we can to address your concerns and provide a better experience in the future.

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Monday Jan 29th I tried to take a test.. Their expectations for the test taker was not clear, and when they gave me different expectations (once i downloaded the test), it was too late to do anything about it. They're saying I have to re-pay for the test even though It was their fault I wasn't able to pass the test the first time. Now they're denying me my right to speak with representation from our own country. the man named Ndumiso said he won't be helping me because the issue i had wasn't something he was willing to transfer me to someone else about. I wasted 6 hours on hold with this company. Please, If you can avoid using psi to take a test, do everything you can to stay away.

  Business response

  02/16/2024

  We understand that you may be frustrated with the service you received, and we apologize for any inconvenience caused. We value your feedback and take it seriously, and we are committed to improving our services based on customer feedback. 
  If you need further assistance, please email ***********************.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have received confirmation from the Board of Montana that they sent the Certification of Residential Appraiser confirmation to this company to retest for this test. PSI will not allow me to retest, and they will not allow me to confirm that they did indeed receive this from the State of Montana. I just want to take my test and give them my $99 but they refuse to confirm that the board did send them my confirmation to do so.

  Business response

  02/05/2024

  PSI will contact the testing candidate to assist with scheduling.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Scheduled a PA Property and Casualty Exam on 1/3/24 @7 am with PSI and the proctor did not show up. Tried to call the number provided by PSI for support and there was no answer. Finally called technical support after searching online and was given a ticket number. Supervisor was to call back and never heard back from anyone. Scheduled a second exam and all worked fine. Did not pass so I needed to schedule another exam. Scheduled exam for 1/20/24 @ 10:30 pm. Took the exam with a proctor until approximately 12:25am. When taking the exam, I had completed all 160 questions. Once completed, the exam stated I had only completed 16 questions out of the 160 and all screens closed. I had no chat box for the proctor and I have not received a score. Called and received two Ticket numbers that night/morning and called again on 1/22/24 and received yet another ticket number while it is being researched. My job is dependent on this exam. The only thing I have received or have been able to retrieve is the "rescheduling " link. PSI is not taking any accountability or actions to help me. These exams are recorded. I am not scheduling another exam until I know what happened and if I passed.

  Business response

  01/26/2024

  
  The testing candidate has rescheduled the examination.

  Customer response

  01/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  
  Regards,
  
  ******* ****

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took the real estate brokers exam 11/17/2023, after coming out of the exam I should have received my result straight away, instead I was given a number to call and was told they would email my result within 24 hours. It's now 9 weeks later and over 20 calls, all in my calendar. No one seems to be able to give me my result. 2 weeks ago I was finally allowed to speak to a manager, but she has still not solved the problem. In the mean time I am missing opportunities to earn a living, I am very upset and frustrated as there is no end in sight! Please help.

  Business response

  01/26/2024

  PSI will send the score report to the testing candidate.

  Customer response

  01/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. You will see from the document the calls I have made to PSI where they have told me that they will send me my score, and still I have nothing, I also sent an email to a  customer service specialist, who responded 01/04/2024 saying that she would get back to me once she had sorted the matter, and despite several emails back to her I have heard nothing since that email. Her name was Darla W*****. I cannot trust these people to do what they say they will do. I appreciate any help with this most distressing matter, as I paid over $200 for this service.
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  
  Regards,
  
  ***** ****

  Business response

  02/05/2024

  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.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been a licensed Real Estate Salesperson in Maryland for many years. Recently I moved from Maryland to Virginia and filed an application for a VA real estate salesperson test with PSI. I called PSI many times and filed formal application on November 7th. I have waited for over 2 months and have never received a response from PSI. PSI is the only source for this test. I need to take and pass this test to make my business going on. Thanks.

  Business response

  01/17/2024

  The testing candidate has been assisted and scheduled for the examination.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I was screwed over on my test because they booked the incorrect test, which I drove 2 hours to get to and I need to be reimbursed for this. So first off that needs to be taken care of. Second, I have brought this issue to MULTIPLE peoples attention and have been told it would “be taken care of” which has been a blatant lie. Now, I have NEVER been able to access my online PSI account. When I called about this, I was told to just schedule everything by calling the call center. So I did this, well when I went to take my first test - I noticed my social security number was not accurate. 2 numbers are switched around… I was only able to create a password to my account - when the information was entered I had to tell someone OVER THE PHONE. This was entered incorrectly. when I told the examiner about this she informed me that it would get fixed no problem. This never happen so I reached out again and was told AGAIN it would get fixed. Well, guess what that never happened. So I call again and am then told that it cannot be changed and that my account must be deleted and I have to start COMPLETELY over. This is NOT an option for me. 1, I would have to spend SO much money because of a mistake that PSI made. This is not ok, I was put on with a supervisor and he told me the same thing. This is not a SOLUTION. this is not ok. You guys are messing with people’s livelihood and this has to get taken care of now. I know for a fact there is someone who can fix this. I’m sick and tired of being told “I will call you back” because this NEVER happens. No one follows through. No one at this call center has a CLUE what is even going on as I am told completely different information EVERY single time I call. I just need this fixed.

  Customer response

  11/15/2023

  
  Hello. I was finally able to get ahold of the vice president of the company and they have FINALLY taken care of my situation thank you for your help! 
  

  
  

*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. ↩