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:27/11/2024

  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.

  Registration Number: ********* today i go to the test center, i use study permit documents number, they said i cant attend the exam, the study permit document number is on my passport, but officer they dont allow me to attend the exam, even they didnt check another pages , i showed study permit to them they didnt take a look, just kick me out, this is my right to take my exam, because it matchs my documents number on my passport, if grade is invalid thats my responsibility, but they should let me take my exam,thats my money ,i want money back.

  Business Response

  Date: 02/12/2024

  TO:         Calgary BBB
  
  
  FROM:  Precise Solutions CELPIP Centre, Calgary, AB
                ************ *******************. ******* ON. M4P1E4
  
  
  RE:        Complaint and explanation
  
  
  
  CELPIP is a language test required for the application for Permanent Residence in ******* 
  Precise Solutions has a contract with Paragon and Prometric, the owners of the test, to operate the test centre for their test. 
  They in turn have a contract with Immigration Canada. 
  Test candidates apply directly to ********* for a date and location to take their test. 
  ID check is an important part of registration to avoid imposter test takers or invalid ID. 
  
  
  The test centre follows instructions that have been vetted by Canadian immigration. This candidate had a problem with his ID. 
  Since the candidate was refused entry at the Precise Solutions test centre, he must have then applied to the CELPIP site to ask for a refund.
  Since he was refused a refund by ******, he must have NOT followed registration instructions related to his ID.
  Please see the instructions below that test centres must follow. 
  
  
  When people do not follow the rules laid out for government procedures, they often get angry when they are refused a service.
  The consequences of not following procedures are often upsetting. 
  
  
  I would like to point out that this complaint is unjustified and the person should take the consequences of not following requested procedures. 
  We ask that the complaint be removed from the BBB site.
  
  
  May I add that at no time were any physical restrictions placed on this person; hence, he was not treated like a prisoner? There was ample space and time to provide the information required.

  Customer Answer

  Date: 02/12/2024

   
  Complaint: 22597228
  
  I am rejecting this response because:
  First of all, let me answer her question one by one:

  I fill out my study permit document number on the celpip official website, it says document number, so my study permit on my passport have document number displayed. My study permit also on the passport booklet.

  She said celpip is Canada goverment test, and they have contract with them,  it seems they are unprofessional, because they dont know if I click "Cancellation, Transfer, and Retake Policies" botton it shows Oops! That page cant be found.  

  She said: When people do not follow the rules laid out for government procedures, they often get angry when they are refused a service.

  And she shows her unprofessional again, we have diversity people in ******, someone will be angry, someone will be calm down, obviously, I am the calm down one, if you dont believe please check camera, I am very calm down to ask questions. On the contrary,employees in the test center, they are so rude, when i ask them question, they reject to answer any questions, we are like prisoner,but i believe when they get money they must very happy,  if you check their review, the score only 1.4.(full **** is 5)  amazing socres. I never see the score like this, in *****, we have one sentence in ***** :The eyes of the masses are sharp.

  She said:May I add that at no time were any physical restrictions placed on this person; hence, he was not treated like a prisoner? There was ample space and time to provide the information required.

  I repeat again on the celpip website they show as attached file 404 not found.

  So when attending the exam, I bring all document, why they still can refuse me? 

  I am not upset with the refund, the problem is their attitude, so CANADIAN GOVERMENT teach them their attitude should be arrogant when they are dealing with the customer question? 

  We pay the money, We have the right to be treated well, not kicked out like a jerk.
  Sincerely,
  
  ***** **

  Business Response

  Date: 11/12/2024

  The central CELPIP office response to the matter:

  The test taker already contacted ****** ***************** and the responses provided to them are as follows: 
  
  
  November 22, 2024: The test taker contacted ****** **************** regarding their test. They were informed of the policy requiring the same identification used during registration to be presented at the test. Since they registered with a passport but brought a study permit, they were denied entry, and no refund or transfer can be provided.
  November 25, 2024: The test taker contacted CELPIP **************** again and was reminded that no accommodations could be offered in this situation.
  The identification policy is clearly stated during the registration process, on the ****** website, and in the test confirmation email. For further details, the test taker can review the policy at the following link: *******************************************************
  
  If they have any further concerns, please let BBB know the test taker can contact us directly.

  Business Response

  Date: 11/12/2024

  The central CELPIP office response to the matter:

  The test taker already contacted CELPIP ***************** and the responses provided to them are as follows: 
  
  
  November 22, 2024: The test taker contacted ****** **************** regarding their test. They were informed of the policy requiring the same identification used during registration to be presented at the test. Since they registered with a passport but brought a study permit, they were denied entry, and no refund or transfer can be provided.
  November 25, 2024: The test taker contacted CELPIP **************** again and was reminded that no accommodations could be offered in this situation.
  The identification policy is clearly stated during the registration process, on the ****** website, and in the test confirmation email. For further details, the test taker can review the policy at the following link: *******************************************************
  
  If they have any further concerns, please let BBB know the test taker can contact us directly.

  Customer Answer

  Date: 11/12/2024

   
  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,
  
  ***** **