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:11/04/2025

  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.

  I am writing to file a complaint regarding an issue with the **** online exam administered by Paragon Testing Enterprises. I registered and paid for the exam on March 20, 2025, with a total payment of $304.50 CAD.While I was fully prepared and ready to take the test, I was not allowed to proceed because I was told an external webcam was required. However, this requirement was not clearly stated in the exam instructions. In fact, the instructional video featured a setup identical to minean all-in-one computerwhich led me to believe that my built-in webcam met the necessary standards.Due to this lack of clarity, I was unable to take the exam. I submitted a refund request, but I have not received any response from Paragon Testing Enterprises.I would appreciate your help in resolving this issue and securing a refund.

• Initial Complaint

  Date:31/12/2024

  Type:Service or Repair 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.

  Subject: Complaint Regarding Lack of Accommodation and Refund Request Dear Paragon Testing Enterprises, I am writing to formally express my disappointment regarding your failure to provide accommodation for my test, despite my repeated efforts. My first request was on March 7, 2024. I have contacted the team via phone and email ten times, but my requests have gone unanswered, leaving me without the necessary arrangements for my test. This lack of response and support is unacceptable. Given the circumstances (my ADHD), I kindly request a full refund of my previous test fee, as your inability to provide accommodation has prevented me from taking the test as planned. I had to switch my test to PTE and missed the deadline for my Express entry profile and loss. Please address this matter promptly and confirm the refund process. I hope for a swift resolution to this issue. Sincerely, *** **********

• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair 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.

  On September 24, 2024 I booked an english test for citizenship and I paid ****** CAD, at the moment to request the test and because of my english is not so fluent, I did not see through the form, the warning about to bring to the test the original document, that I use to do the booking. I was there on time and for my surprise I was not accepted to enter the test because I did not bring my original passport as and ID; I have only a copy of it in my phone. This is the main reason to fill out this complaint, this company is stealing money from people, based on the fact that it is their policy to request originals. That happen not only to me, some other 2 guys there, they suffer the same abuse, rejection and stealing of our money. As you can see in the documents that I add to this complaint, they cheat people when saying to all of us; refused persons that, you can re-book your test following the instruction on that small piece of paper, even I received from them an email that I am adding too, it said some false instructions to re-book the test. If you follow those instructions, their website dont allow you to do what the instruction said you should do. These thing with the re-booking suppousely is for all those persons that have an issue (like mine) at the moment to be at the counter to get in for the test. This is very unfortunate, money is very thight for ever one in ****** now and is not faire at all to allow this bad company to steal openly money from people. Have to say that at the moment of my check in at the counter, I was asked for my PR card, my driven licence too, these docuemnts were not enough for them, to consider them as an ID, it is clear his policy is take advantage of naive people without the ability to read English well. thank you

• Initial Complaint

  Date:19/07/2024

  Type:Service or Repair 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.

  They are in the business of arranging tests for CELPIP.I signed up for their test: Sun Jun 30, 2024 at 9:00 AM Prometric Testing - ************* (0062)*************************************************************** I arrived at the test center around 8:00 am in the morning, but the building *************************** is closed; there is no front desk, and no call box -- I was not able to get into the buidling; there was no sign of the test or how to get into the building; I used the call box, but no one was able to open the buidling for me, and I received no email or instruction regarding how to get into the building besides the address. I ended up waiting outside for an hour until after 9 am, and no one was in or outside the buidling; the buildling was still closed; I also called the CELPIP, it went to their vioce mail as they do not work on Sunday. After this issue, I contacted them and asking to schedule me antoher exam or a refund because they did not administrate the test properly--- however, they accused me of being late, which I have pictures showing I was there on time, after I sent them the picutres, they refused to provide any further response; I took pictures showing I was at the building at 8:30 am after I waited for a long time thinking I might need proof that I was there on time; indeed no one was there on the test day they administered - no access to the buidling and no access to the exam; they refused to respond to additional emails I sent showing I was indeed there and the building was closed. I called several times but the customer service doesn't have authority to help me; they claimed they would report the issue to their manager, who can respond to my emails, but still no response (even though they have automatic reply stating they would respond within 1-2 business days) - my emails went silenced; the problem is still no solved.

• Initial Complaint

  Date:08/07/2024

  Type:Service or Repair 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.

  I had a very bad experience when I took my CELPIP test yesterday, July 6, in ********. When I started the test, right from the first question, the mouse didn't respond to commands. I couldn't move it and when I clicked the left button, it didn't select the answer I wanted either. I immediately raised my hand to get help from the room supervisor. By the time she reached my desk, I was already missing the chance to answer the second question. then I gave the mouse a sharp shake, and it started working again. Despite a momentary problem, I missed the chance to answer the first three questions correctly. Not to mention the stress it caused me to continue with the rest of the test. I lost focus and that certainly reflected on my performance, which would certainly have been better if everything had gone smoothly. So when I finished the first part of the test, which was stressful enough, I started the speaking part. When I read about the test and saw the warning that you could hear other people talking when doing this part of the test, I imagined I would hear murmurs.To my surprise, in a room room where there were about 20 or more people taking the test, the noise was disconcerting. Everyone was talking loudly. It was impossible not to hear other people's recordings. Behind me sat a man with a loud voice. This is very distracting and, at the very least, for the price we're charged for this test, we should have headphones that cancel out the noise at least a little bit.At no moment I saw any of the supervisors asking people to keep their voices down.After this mess with this test, ** afraid Ill not get the score I need. I would like to ask that at least the first part of the test be disregarded and not count towards my score.If this is not possible, I would like to have a refund to try to take the test again.

• Initial Complaint

  Date:26/06/2024

  Type:Service or Repair 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.

  I booked my CELPIP English test of 16 June 2024 Sunday, paid almost 294 CAD for the test. when I arrived there the test center was closed and no one was there. I knocked on the door. the door was locked and lights are turned off from. I talked to the person next door and he said he didn't see anyone going in today. the exam was at 10:00am I arrived there almost 9:38am. I panicked when I got there the test center is closed and I paid huge amount, times are hard for students here. called the customer support and she said I am at the wrong address and when I informed her I gave my last test at the same location she was quiet and said now you are late can not do anything, I asked her is she can call the center and ask if anyone is there, she said NO. please help me resolve the issue and get a refund or reschedule the date for my exam. I have pictures that I clicked when I was there, doors are blocked by chairs and lights are off. I am getting mentally sick. EVEN ON ****** IT SAYS THE TEST CENTER IS CLOSED

• Initial Complaint

  Date:04/03/2024

  Type:Product 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 booked a test intake on February 29 - 2024 for the next available test, which was March 2nd.I realized 10 minutes later I make a mistake and wanted to cancel.I was unable to cancel online, so I called Paragon and the attendee told me It was not possible to cancel because the intake test was too close. I also wrote an email explaining my situation and no one replied.I feel I should be *********** a refund because I booked and tried to cancel 10 minutes later. I don't understand why this mistake has to cost me a hefty amount of over 200 dollars.

  Business Response

  Date: 13/03/2024

  Hello,
  Thank you for bringing this test candidates concerns to our attention.  
  The candidate expressed concern about not being able to cancel their test registration with a refund shortly after their registration was made.
  Our cancellation policy is made available for review at any time on our website at: *************************************************
  Per our standard cancellation policy, candidates are eligible for a partial refund if the cancellation request is received at least seven (7) calendar days before the test date. This policy applies to all candidates,including those registering less than seven days in advance. Unfortunately, we do not provide a refund for cancellation requests received less than seven days in advance of the test date. To ensure all candidates are aware of our cancellation policy, a link to review our policy is provided to all registrants immediately prior to completing their test registration.
  Based on the record of events, a CELPIP Test registration was completed on February 29th for a test scheduled on March 2nd. In accordance with our policy, the cancellation request is not eligible for a refund because there were less than seven days before the test date. Because the CELPIP Test can be taken for many reasons, candidates are responsible for checking with their organizations that they are required to take our test, that they register for the correct test type, and that they correctly selected their preferred test date.
  We thank you for the opportunity to review and respond to this candidates concerns.

  Customer Answer

  Date: 18/03/2024

   
  Complaint: 21372962
  
  I am rejecting this response because:

  Regardless of your existing policy, there needs to be a straightforward option to cancel a service immediately if its booked by mistake.

  Refusing to provide such a basic courtesy isnt just unfair; it is borderline malicious and exploitative towards your users. Its particularly harsh for vulnerable groups, like immigrants, who may not have the resources or knowledge to navigate these situations easily.

  This approach not only damages trust but also is visibly taking advantage of those who can least afford to be exploited.
  

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

  Business Response

  Date: 04/04/2024

  Thank you for bringing us this candidates response. 

  Our registration process is a multi-step procedure to prevent accidental registrations. A straightforward option to cancel a test registration is available to all candidates through their online accounts when there are at least seven days before the test day. We make an effort to communicate our cancellation policy to all registrants up until the final registration step,immediately before payment is collected. Looking at the screenshot provided by the candidate, they expressed an understanding of our cancellation policy. Our history of records also supports that the candidate had successfully cancelled an earlier test registration in accordance with our policy.

  The requirement to provide proof of English Language proficiency is determined by the organization the candidate is applying to. CELPIP does not have access to application requirements or files of individual organizations; however, we have a dedicated **************** team to assist candidates with their test registrations. Our team is available via phone and email from 5:30am PT to 5:00pm PT on weekdays and from 5:30am PT to 3:00pm PT on weekends. Assistance through WhatsApp messaging is also available on weekdays. I can confirm our team was available on February 29, 2024 at 4:23pm PT to answer questions when the candidate's test registration was created. Our **************** team is trained to direct candidates to appropriate resources if they are unsure whether they need to take our test. We do not advise candidates to register for our tests until the candidate confirms with the organization they are applying to that they are required to take a CELPIP Test. 

• Initial Complaint

  Date:11/09/2023

  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 had a very frustrating experience with Paragon testing on an expected test cancellation. My CELPIP test is on Tuesday and on Friday afternoon, four days before the test, I got the email saying it was canceled. This is totally unexpected and I have already cleared my meeting and planned everything out for that day and was looking forward on the test date. Canceling it also screwed up my plan on immigration and an upcoming trip.Even though I talked to the customer service and moved to another test date a month away, I can not reconcile how unfair it is for all of us have our tests canceled. The customer service also told me transfer my date was my compensation.If we want to cancel within 7 days, we forfeit all of our testing fees. If Paragon does it, you just get moved to another date, costing you financially and emotionally. It is an unfair and disgusting business practice.I also briefly looked up on the internet, this issue is rampant with Paragon testing enterprise. Paragon needs to do a whole lot more to compensate people for canceling their tests, ruining their days and plans.

  Customer Answer

  Date: 11/09/2023

  I would like to be compensated for the full amount of testing fees 

  Business Response

  Date: 19/09/2023

  Hello,
  
  Thank you for bringing this test candidates concerns to our attention.  
  
  The candidate expressed concerns about their cancelled test due to an unforeseen circumstance and is requesting compensation in the form of a full refund.
  
  We understand that cancelling a test will impact our candidates,so we take the decision to cancel sittings very seriously and do our best to minimize cancellations. If we are unable to run a test, we aim to provide test takers with the most advance notice.
  
  We offer two options to assist candidates if we cancel a test.Candidates can transfer their test to a new test sitting, and we will waive the transfer fee, or if a candidate does not wish to take a test at a later date,we can cancel their registration with a full refund of the test fees.
  
  We notify candidates of our above policy on our Policies and Forms webpage (*************************************************).This webpage is also linked for candidates to review immediately before paying for their test registration. Unfortunately, we do not provide compensation in the form of a refund of the test fee while keeping the test registration.
  
  Our record indicates we notified ***** of their cancellation on September 8, 2023. ***** called our **************** phone line on September ******, and was assisted with a free transfer to a new test sitting of their choice.
  
  We thank you for the opportunity to review and respond to this candidates concerns.

  Customer Answer

  Date: 21/09/2023

  
  Complaint: ********
  
  I am rejecting this response because the test cancelation was disruptive without any sincere action from your side. I had to proactively reach out to you. I wish this complaint to be shown to more people to underline your companys lack of care to your test takers

  best,

  *****

  
  

• Initial Complaint

  Date:23/06/2023

  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.

  I took the CELPIP test provided by Paragon Testing Enterprises **** on June 11, 2023. I paid ****** dollars in total for this test (294 dollars for the test and ***** dollars for reevaluation). The business doesnt allow test takers to bring any belongings to the test room, and they should guarantee that the test takers have no issue with the pen(s) they provided during the test. in their ****** ****** test center, I was given only one ball pen; it worked at the beginning but stopped working during the listening test!! The CELPIP listening section is special, and the test questions come after English conversations, so ****** suggests that test takers take notes while listening to English conversations. But my ballpen stopped working during the Listening conversation!!At that time, the invigilators were chatting with each other and were far away from the test area, and certainly far away from my desk (no. 7). I waved my hand again and again and finally, they came, not even noticing that I was asking for a new ball pen and giving me a piece of new notepaper. I motioned, again and again, and they finally got to know that my ball pen was not working!!!After the test, with the invigilators' permission, I took two photos of my notepaper (see the attachment). If you can access the test questions for me on that day, you will know that my notepaper proves that during the listening test, when note-taking is very important, I failed to jot down many words clearly!! One reason is the malfunctioning ball pen, and another is that I had to communicate with the invigilators asking for a new ball pen!!! Of course, I was distracted for a while during the test, and the impact was profound.I hold a doctoral degree from *** in ******************************* (see the *** link of my successful defence **************************************************), and I am trying to immigrate to ****** sooner by getting a full score on my CELPIP test. I teach CELPIP frequently and know the importance of note-taking in the listening section. During the speaking test, I could still feel my shaking voice and body, though I spoke logically, clearly, and fluently and have advanced proficiency in workplace and community contexts. I feel sad that my test performance was greatly impaired by such an unexpected incident. I got very high scores on my Listening (though it was affected), Writing and Reading, but very low score on my Speaking section. I have paid for reevaluating my Speaking test, and want CELPIP to double-check their marking of my Speaking section. I would appreciate it if CELPIP could double-check their scoring of my Speaking section and give me either a new test for free or a full refund. If CELPIP could apologize for their flawed test process, that would be greatly appreciated; they may not know, but this greatly affected my life and immigration plan. ****** simply said in their email to me that my case was closed after I reported the problem. Please see the attached photos.

  Business Response

  Date: 29/06/2023

  Hello, 

  Thank you for bringing this exam candidates concerns to our attention.   

  The candidate expressed concerns regarding their pen running out of ink during the Listening component of their CELPIP-General Test, and dissatisfaction for their Speaking score. 

  We understand that it can be concerning for a candidates pen run out of ink during the Listening component. When this happens, we ask that test takers raise their hand so that an invigilator can bring them a new one as soon as possible. In this case, the candidate raised their hand, and our invigilator provided them with an additional pen. The candidate continued their test as normal.  

  Kindly note that the format of the CELPIP Test allows us to test each language skill individually in an isolated component over a period of approximately three hours. The test begins with the Listening component, and the Speaking component is the last component out of four. 

  Paragon is committed to the accuracy of CELPIP Scores, and CELPIP Scores must reflect test takers test day performance. Our record shows we successfully completed a re-evaluation of the candidates Speaking responses on June 22, 2023. Their Speaking responses were re-assessed by a new ***** of individual ******. Our ****** do not receive personal information about the candidates or have knowledge about re-evaluation requests. If test scores remain the same after a re-evaluation, this means there was consensus amongst two different ***** of ****** that the original score accurately reflected the candidates test day performance. Because each language skill is assessed individually in the CELPIP Test, it is not uncommon for scores amongst the four components to vary.   

  As the candidate received valid CELPIP Scores that reflected their test day performance, their registration is not eligible for a refund or a free test.  

  We thank you for the opportunity to review and respond to this candidates concerns. 

• Initial Complaint

  Date:08/02/2023

  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.

  Hi, I took my test on Saturday, 14 January, at 10 am at ********* **********, Montreal, and reached out to them regarding the experience I had with the CELPIP test I took. The structure of the CELPIP test is not standard. Three times my screen got frozen, two times in the listening test, and once in reading, which made me more stressed. In addition, while I was doing the writing section, the candidates beside and behind me started the speaking section. Unfortunately, I was distracted by their voices and noises during the writing sections. It was a frustrating situation and directly affected my performance in the exam in all sections. How should the candidates concentrate on their exam when there are a lot of glitches and non-standard structures you have? After I contacted their customer service I received the following response: “****** ****** *** ********* *** *** ******* **** *** **** **** ****** ** *** ********* ***** *** **** ********* **** ****** ********* *** ****** ***** ** *** ******* **** ** ****** ************* *** *** ** ******* ** ********* ************** ** ********** **** ******** ********* **** **** *** ********** *** **** ** *** **** ***** ** ******* ***** ********* **** ****** *** ********* ** ******** ******* *** **** ** ***** *** **** *** **** **** ****** **** ******** ******* *** **** ******* **** ****** ********* ** **** ******** ******** *****” -And my answer was: “*** ******* ** *** ***** ***** * ** *** ********* **** **** ******** *** ******** ********* ***** ** ******** *** ***** ** ***** **** ****** ********** * **** ******** *** ******* ** ****** ** ******** ********* ********* ** *** ********** *** **** ******* ****** ** ****** ** *** *********** *******” -They response was: “** ****** ** ******** ************** ** ********* **** **** *** ******* ** ****** *** ******** **** ****** ** ** ******* ** **** *** ******* ** *** ******* ************* ********* **** ******” I'm seriously looking to file a complaint against their services.

  Business Response

  Date: 09/02/2023

   Hello *****,

  
   Thank you for taking the time to address your concerns with us.
  
   In the pre-test announcements, test centre staff will advise all test takers to raise their hand if they believe that they are experiencing a technical issue. This is also repeated in the instructional video that plays once the test begins. If you choose to continue your test without raising your hand, the test centre staff will not be able to assist you.
  
   We have reviewed your test activity logs and the notes left in your file by test centre staff on test day. We do not see evidence of a technical issue being present or evidence of a technical issue being reported at the test centre.
  
   Please note that the CELPIP-General Test is fully computer-delivered and completed in a computer lab with other test takers present. On the test day information page on our website (*******************************************************), we remind all test takers that “*** *** ** **** ** **** ***** **** ****** ******** ** ******* *** ***** ** ***** **** ****** ********** ***** ********* ** * ******** **** **** **********”
  
   For these reasons, we are unable to provide you with a refund of your test registration fee.

  Customer Answer

  Date: 09/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: I had only 15 secs to answer a question in the listening part; how do you expect me to handle that once the system got frozen in the last sec and I made me to not change my answers. How do you expect me to inform the staff in the test center?!

  In addition, this is the responsibility of the staff to ask other candidates to speak not loudly. How do you expect me to concentrate on my task once others are speaking loudly? Your staff even didn't warn those candidates not to speak loudly. Even though you mentioned this on your website about this matter but it does not mean that every candidate can talk with every level of voice while your staff are talking to each other and don't how the exam is being produced.

  Unfortunately, I'm not convinced by your answer, and if the problem can not be resolved at this point, I will bring my file to the Small Claims Division at the Court of Québec.
  
  Sincerely,
  
  ***** ******** *****

  Business Response

  Date: 24/02/2023

  Hello *****,
  
  Test centre staff are trained to solve technical issues as quickly as possible. They can pause the test for troubleshooting purposes so that you do not lose any test time. If you are experiencing an issue that you think might affect your test or scores, it is your responsibility to notify test centre staff immediately so that they can fix the issue for you. If you choose to continue the test without asking for help, your options after the test is complete may be limited. We do not see evidence of a technical issue being present during your test, or evidence of a technical issue being reported at the test centre.
  
  Please note that during the pre-test announcements, test centre staff provide the following instructions regarding the speaking component: “if you are speaking too loudly during the speaking section, the staff may show you the ‘Please Speak Softly’ sign.” Test centre staff may use this sign at their discretion, and let us know in their post test report if the test room was too noisy. During your test, the test room noise was acceptable. We would like to remind you once again that the CELPIP-General Test is fully computer-delivered and completed in a computer lab with other test takers present. On the test day information page on our website (*******************************************************), we remind all test takers that “*** *** ** **** ** **** ***** **** ****** ******** ** ******* *** ***** ** ***** **** ****** ********** ***** ********* ** * ******** **** **** *********.”  

  For the reasons stated above, we are unable to provide you with a refund of your test registration fee. 

  Customer Answer

  Date: 06/03/2023

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

  Hello,

  Thank you for your reply to my previous complaint. However, I must respectfully disagree with your assessment of my situation.
  
  During my test, I encountered technical difficulties that were not resolved promptly by the test center staff as I did not have sufficient time to notify them. I adhered to the instructions given to me during the test and made an effort to inform the staff of the issue. As a result, I lost valuable test time and was unable to perform to the best of my ability due to the stressful situation.
  
  Additionally, I was not alerted by the staff to speak at a certain volume during the speaking component, and the noise level in the test room disrupted my concentration and impacted my performance. I believe that it is reasonable to expect the test center not to claim that excessive noise occurred during the test while the staff was conversing.
  
  Although I understand that the CELPIP-General Test is administered via computer and conducted in a computer lab with other test takers present, I still anticipated a certain level of professionalism and support from the test center staff. I believe that my experience did not meet this standard.
  
  I also believe that the test center may be misusing the terms and conditions accepted by candidates.
  
  Therefore, I respectfully request a refund of my test registration fee as I believe that my test experience was inadequate and did not satisfy the expectations outlined on your website.
  
  Sincerely,
  
  ***** ******** *****

  Business Response

  Date: 16/03/2023

  Hello *****,
  
  
  In order to provide a refund for an issue, we must have evidence of a technical or procedural issue taking place during your test. Otherwise, an opportunity to freely retake the test would give an unfair advantage over other test takers. We collect evidence in many ways, including reports from the test centre staff and reviewing the test activity logs of individual test takers. Unfortunately, we do not see any notes from the test centre staff indicating that an issue was reported, nor do we see evidence of an issue occurring in your test activity logs.
  
  
  Test centre staff take extensive notes on all test room conditions, including the level of noise during the speaking component. We found no evidence that any test taker, in particular, was excessively loud. Additionally, no other test taker from your test session submitted a complaint regarding test room noise. The test room noise was within our acceptable limits.
  
  
  For the reasons stated above, your test registration fee is not eligible for a refund.