ComplaintsforPrometric, LLC

• Initial Complaint

  10/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I’m trying to schedule an exam for CNA. It’s been over 14 days I have not received my email confirmation. As detail in their application I’m trying to contact Pometric but is impossible to get any info. All it’s states fill out form with confusing lingo.

  Business response

  10/15/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a request to schedule; as of 10/4/24, the candidate has been scheduled for 10/16/24. Candidate has been notified.
  
  We thank you for the opportunity to review and respond to this candidate's concerns

  Customer response

  10/15/2024

  
   
  I am rejecting this response because:
  Website still has no phone number to contact company. Navigating the website  for info is extremely difficult. Really no customer service at all.
  Sincerely,
  
  ***** ****** ********* *****

• Initial Complaint

  09/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had my SIE exam scheduled on August 17, 2024 at Prometric Center (Prometric ID: *************) but when I showed up, my name was not in the system. I would not be able to write the exam. I submitted a complain on August 19, 2924, case number ********; I heard nothing from Prometric. I opened a new case ******** on September 6th, 2024 and I heard nothing till now. I want my exam fee refund, I showed up but their system messed up not having my name registered.

  Business response

  10/15/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a request for a refund; however, prometric does not handle refunds for ***** exams. the candidate has been advised to contact their Compliance Officers directly. Individual candidates without a firm, are to contact ***** at 240-******** for exam refunds.
  
  We thank you for the opportunity to review and respond to this candidate's concerns

• Initial Complaint

  09/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  7/24: I attempted to take an exam online, but I was not able to launch it. My computer screen turned white and froze. I spent 1.5 hours with tech support to try to fix the problem, but I still could not. The tech support ticket number was 04929415. The tech support agent said it should be no problem to get a refund. 8/2: After calling 15 times and receiving no help (I couldn't even get through to anyone, and when I finally did, she said she'd transfer me to someone else but hung up on me instead), I sent an email. 8/7: I submitted a refund request as advised. The case number for that was ********. 8/22: After waiting two weeks to receive a refund, I still had not, so I emailed again. 8/28: I was finally issued another ticket number and was once again told I would receive a refund. That ticket number was ********. 9/9: I still hadn't received my refund so I emailed again. This time, there were a total of 26 email correspondences. Despite having case and ticket numbers referencing my case, no one seemed to know how to help me. Finally, I was given a different phone number to call. 9/19: I spent 28 minutes on the phone after calling the 1-800-853-6769 number I was given via email. I was transferred twice. After talking to three representatives and asking for a supervisor, I was told I'd receive an email from one. I received an email but the 'supervisor' had no idea what was going on and his response had nothing to do with my case. I told him this, and he hasn't responded.

  Business response

  10/15/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a request for refund; as of 10/15/24, the candidate has been approved for refund and a check has been mailed to the following address in the amount of $100USD:

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

  Customer response

  10/15/2024

  
  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

  09/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I registered the october LSAT exam and I need to schedule the exam through Prometric to take in person exam. I have accommodation therefore I need to call the accommodation line to schedule the exam. I been on the phone with the number 800******* since Thursday 9/19, and I have not go through to speak with anyone. I have been hang up many times once I do connect after 2-3 hours hold. The deadline for in person test taking will due 9/24. Please schedule me for my exam.

  Business response

  09/23/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding scheduling. As the candidate has an accommodation, they have been advised to contact our Testing Accommodations department at (800) ********, option 2, option 2.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  09/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am writing to file a formal complaint regarding the numerous difficulties I’ve encountered while rescheduling my exam. My original exam was scheduled for September 11, 2024, at 01:00 (GMT+10, Guam/Port Moresby time). After several attempts to reschedule online, I was charged $60 on three occasions, but each time I received an error message stating, "Error - we were unable to book your appointment. Please return later to start your appointment selection." I contacted Prometric, but the agent I spoke with did not understand my issue and directed me to an online form. I then called to reschedule over the phone, and despite clearly stating I was in Guam, the agent scheduled my exam in the wrong time zone. I requested the earliest available time on September 12 at 01:00 (GMT+10), which I saw available on the ProScheduler website, but the agent said it was unavailable and scheduled me for 14:00, which I did not request. Upon receiving the confirmation, I realized both the time and time zone were incorrect. When I called back, the agent rudely questioned whether I was sure about the time zone and threatened to charge me another $60 if I called again. This has been a frustrating experience, and I’m requesting a full refund of $184.03, including the rescheduling fee. Additionally, I’ve faced issues regarding the acceptance of my military ID. Despite being assured multiple times that my unexpired military ID is a valid form of identification, the proctor refused to let me take the exam. After more than 10 calls and repeated assurances that my ID would be accepted, I was still denied. Given the constant runaround, I no longer wish to take the exam with your company.

  Business response

  09/17/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding a refund. Both fees, rescheduling and initial, will be reversed back to the credit card.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

  Customer response

  09/17/2024

  
  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

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I scheduled a ****** social studies 5081 test at this testing center on Friday, August 23 at 8 AM. I arrived at the testing site at 7:25 AM. There are 20 people waiting in the waiting room to take various tests. They begin calling people back one at a time and it took 2 1/2 hours before they called me back for the test at 10 o’clock. Once I got back to the computer, they then informed me that they could not get my test up on their computer. They said they called ****** and ****** said that they had sent the test and it was not a problem on their end. The people at Prometric said that they didn’t know what was wrong and how to fix it. So they kept telling me they were waiting. Finally by 11:30 and they told me I needed to reschedule the test and gave me the website and phone number to call ****** to reschedule. When I went to reschedule the test with ******, they said I could not reschedule the test for 28 days since they had record of me registering for the test on the 23rd. I have not gotten my $130 back for the test, nor can I reschedule the test for another 28 days, and the testing center (Prometrics) not offer any solutions. When I asked more questions, they informed me that this had been happening all week with the ****** tests… And they had to turn everyone away and tell them to reschedule. They did not seem to attempt to fix the problem or to inform the people coming in that were scheduled for these tests that the computers were not working for that particular test. There was another person there that was turned away as well while I was there for this test who drove well over an hour to get there and needed to take the test for her job before Monday. I am not sure who to blame… The Prometrics testing center, or ******, but both were very cavalier in acting like they couldn’t do anything about the problem and that it wasn’t their fault. Regardless, I think I should get my money back.

  Business response

  09/17/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding their ****** exam. The candidate has been asked to contact *** at 1-800********* as we do not handle refunds for this client.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

  Customer response

  09/17/2024

  
  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

  09/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Since early September, Prometric (specifically, the **** branch) has failed to answer phone calls or respond to emails. There was success in getting an initial response on both fronts, but all subsequent attempts have gone unanswered—either the option to speak to a representative has been disabled, the phone rings once & someone hangs up, or automated emails state that you have contacted the office during office hours & someone should be with you shortly only for you to never receive a response. I have 3 separate entities on standby to assist me with securing my degree; however, Prometric has consistently been the one organization to present barriers (which all other entities were unsurprised to hear). I am awaiting a score update that appears in both CLEP & Air Force systems but fails to appear in Prometric systems. I am simply looking for updates to be able to order & send a(n) (accurate) transcript to my institution. The last transcript (at $30) failed to list my Natural Science score but listed my College Composition Modular score 3x, and considering automated messages are not sent when such an update occurs, I have no choice but to contact Prometric for an update. In summary, the customer service has been abysmal, and I find this quite unacceptable. As a senior-ranking enlisted military member, it is unfortunate to think that these are the issues my junior members have encountered.

  Business response

  09/17/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding their score report. The candidate has been asked to contact our **** department at 877-********
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

  Customer response

  09/17/2024

  
  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

  08/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I scheduled my online test for LEED GA on 8/26 at 10:30AM, and I did everything Prometric asked before the test to prepare my laptop. I started to check in my exam at 10:20 AM. The first login was successful, but the proctor told me he can't hear my microphone, and asked me to log out and log back in. I did, but this time I can't log back in. the program stuck at launching page. long story short, I asked the online help and it took more than 1 hour to trouble shoot. And after I finally logged in and started the exam, because the test language was not what I selected, I was chatting with proctor, and then my screen expired. The proctor told me that I had to sign out and sign in back with no other choices. Which means I had to go through all the environmental checks again. Again, nowhere did it indicate that how long I should take to read the terms before the exam starts, and I don't think there should be a 2 min limit on reading. And when I tried to log back in again it says "unable to proceed my test". I called the customer service they said my exam was terminated. And transferred to candidate something and no one answered. The horrible process and unclear instructions, with extremely untransparant process too so much of my time (4+ hours wasted on calling support). And i didn't and can't take the exam now. I need the refund.

  Business response

  09/03/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding their testing event. The candidate was unable to test and is requesting a refund. Regarding the refund, the candidate must contact the client at 800-********.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  08/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am reaching out to the better business bureau as I am unable to properly submit a complaint on the prometric website since they have not paid the license fee for the re-captcha software on their website. I am writing to formally lodge a complaint against Prometric regarding the significant issues I encountered during my recent Marriage and Family Therapy (MFT) national examination. First, the exam contained numerous irrelevant, poorly constructed, and ambiguous questions, some with grotesque grammatical errors. This raises concerns about the fairness and accuracy of the exam, as these flawed questions do not properly assess candidates’ competencies. I believe any results from these erroneous questions should be nullified. Second, the testing environment was substandard. My exam location was changed last minute, and I was placed in a freezing room with a ripped chair, located next to a busy street. Loud noises from traffic and machinery outside the window persisted for hours, making concentration nearly impossible. Despite requesting assistance, the staff did nothing to mitigate these disruptions. Third, the staff at the testing center were disruptive and unprofessional, frequently shouting across rooms, despite my requests for quiet. Additionally, I was not given the same pre-exam preparation time as other candidates, putting me at a disadvantage. Finally, as a pregnant candidate, I requested special accommodations, which were initially dismissed. I was forced to travel further and take the exam earlier than planned, adding unnecessary stress. These conditions violated my rights under the ADA and breached the standards of fair and equitable testing. I request that the BBB investigate these issues and ensure that Prometric rectifies these deficiencies, including nullifying the results of flawed questions and providing a fair opportunity to retake the exam under appropriate conditions. Thank you for your attention to this matter.

  Business response

  09/03/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a request for refund. The candidate's matter is currently being investigated by our Candidate Care department; we will contact the candidate with a decision within 10 business days.
  
  We thank you for the opportunity to review and respond to this candidate's concerns

• Initial Complaint

  08/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am writing to file a complaint against Prometric regarding an issue I faced with the scheduling and rescheduling of my medical exam. I initially scheduled my exam for August 18th, 2024, through Prometric's website. Understanding that my circumstances might change, I intended to reschedule the exam to a later date in September. I referred to the rescheduling policy provided on their website, specifically under Prometric > SCFHS > Frequently Asked Questions > Second Page. The policy clearly states that candidates are allowed to reschedule their exams even if 15 days or fewer remain before the exam date. Despite following the stated policy, when I contacted Prometric’s customer service to reschedule my exam, I was met with a refusal. The representative informed me that they could not reschedule my exam, nor would they issue a refund of my exam fee, which amounts to approximately $300. I believe this response contradicts the rescheduling policy outlined on their website and constitutes a breach of trust and service. I am seeking assistance from the Better Business Bureau to resolve this issue, either by obtaining a full refund of my exam fee or by allowing me to reschedule my exam to a later date in September as initially intended. Type of Exam: Saudi Medical Licensing Exam (SMLE)

  Business response

  09/03/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding a refund. The candidate has been contacted and asked to provide additional information, as we're unable to locate their testing event within our system.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

  Business response

  09/17/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding a refund. The candidate has been located and the fee will be reversed back to the credit card.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

  Customer response

  09/24/2024

  Hello, 
  
  I would like to thank you in helping me with this matter. I am deeply grateful for your cooperation. 
  I have received the refund. 
  
  Thank you. 
  
  ****

*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. ↩