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Business Profile

Language Training Aids

CELPIP

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:29/05/2025

    Type:Customer Service Issues
    Status:
    Answered
    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.
    Dear Sir,

    I am writing to file a formal complaint regarding their test service and customer service.

    I previously filed a complaint about the test conditions on the day I took the test, but no follow-up has been done after 2 written complains, 2 written reminders and multiple phone calls.

    To demonstrate my speaking as well as the seriousness of this issue, I called their hotline three times on 5 May, 6 May, 8 May, 20 May and 28 May. Their call center are always busy and always over a 50-minute wait.

    On 8 May after I got the email notification saying my result were out, I found out that this company has not done any investigations. I called immediately after know that. The agent who answered after a 40-minute wait on 8 May refused to check my complaint and remained silent for a prolonged time.

    He also refused to escalate the matter, arrange a manager callback, or file a complaint. He mentioned he was arranging an email but refused to explain its content. He claimed to be checking my complaint but refused to inform me of the handling and progress.

    Furthermore, when I asked for his name and its spelling, he hung up. **** ** * ******* ****** ** ** ** * ******** ******* * ********** *******.

    On top of that, this agent promised I will be getting an email on the same day - 8 May, *** ** ************ ************ ****. Up till now I have never received any reply. * ******* **** * ******* ********* ******** **** ***** **** ******** ***** ** *** ****** ****** ******* ** ********** ****** ** **** **** ***** ******** **** **** ** ********** ************ *** deserve a full refund while keeping the test results intact.

    Please investigate this matter and take disciplinary action against your ************ agent. ** ******** ***** ** ******** **** **** I also demand an adjustment of the speaking test result ***** *** ***** ***** ** ****** ************ ******** ** ****

    Business Response

    Date: 20/06/2025

    Dear Better Business Bureau Representative,

    Thank you for bringing this matter to our attention.

    We would like to clarify that the test taker reported their concern regarding a test-day issue on May 1, 2025. Our team promptly investigated the matter and responded to the test taker on the same day with the findings.

    Following our investigation, it was determined that the concerns raised did not constitute technical issues. Specifically, beginning to speak after the prompt concludes is standard and does not impact scoring. Similarly, speaking responses may be cut off when the allotted time ends, but this does not affect the score as raters are trained to assess whether the response effectively conveys a clear idea. Regarding the noise from other participants, please note that this is a standard test environment condition, as speaking responses are submitted simultaneously by all test takers. This information is clearly outlined on our official website: *******************************************************. Moreover, all CELPIP test centers are rigorously inspected to ensure compliance with our quality standards, including appropriate spacing and noise level regulations.

    Based on the outcome of this investigation, the test taker was informed that no irregularities were found and that their test results would be released within 3 to 4 business days.

    However, we recognize and sincerely regret any frustration or inconvenience caused by delays in following communication with our test taker. In light of this, and as a gesture of goodwill, we have offered the test taker a complimentary CELPIP test as a one-time exception. This offer is intended to acknowledge the delay and reaffirm our commitment to supporting our test takers in a fair and respectful manner.

    We have already reached out to the test taker with this resolution and are currently awaiting their response.

    Thank you for your attention to this matter. Please feel free to contact us if any further clarification is needed.

  • Initial Complaint

    Date:02/07/2024

    Type:Product Issues
    Status:
    Answered
    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.
    Good day

    On April I have requested a refund for a CELPIP Test that was canceled .
    The company approved my request and tried to reimbursed me but with no success, I have requested and tried to understand why did the refund didn't succeed but no answer. They tried again with no success at the beginning of June. Since than no one from the company had contacted me. I wrote them many times

    Business Response

    Date: 31/07/2024

    Summary of Events Regarding
    Test Taker’s Refund Request

    Initial Contact and Refund
    Processed (May 10):

    Test Taker contacted us on
    May 10, stating he had not received his refund.
    We informed Test Taker that
    the refund had been processed on April 25, providing the authorization number
    ******.
    Further Information Requested
    by Test Taker (May 12):

    On May 12, Test Taker
    mentioned that the authorization number was insufficient for his credit card
    company to trace the transaction and asked additional questions.
    We notified Test Taker on May
    14 that his concerns had been forwarded to our accounting department.
    Follow-Up by Test Taker (May
    18, 23, 24) and Our Responses:

    Test Taker reached out to us
    on May 18, 23, and 24 to follow up on his refund status.
    We responded on May 22 and
    May 31, informing Test Taker that the accounting team would contact him to
    arrange an alternative method for issuing the refund since the conventional
    method had failed multiple times.
    Attempted Resolution with a
    New Authorization Number (June 17):

    On June 17, we provided Test
    Taker with a different authorization number.
    Despite this, Test Taker
    still did not receive the refund.
    Lack of Response and
    Escalation (After June 23):

    We have requested our
    accounting/finance department to speak with the test take on this matter, and they will be reaching out to
    the test taker today and the refund process will take up to 7 - 10 business days.

    Please reach out to us if you need any further clarification or information. Thank you


  • Initial Complaint

    Date:29/01/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    So i registered for celpip test online and they denied me to give test stating i entered passport expiry date wrong online, which i did not i even told them it could be website glitch too. on 27th january 2024 i went to their testing centres to give test and that is when they denied. I am not asking for refund i am just requesting another day to give test but they are not ready to help at all. This is a test i saved up 3-4 months for just to give it. The test inclued giving the test , then getting evaluated and lastly they give results, but when it is denied to give test, there will be no evaluation and result, also not given another opportunity and not even a penny in return that is just harsh business practices.

    Business Response

    Date: 03/03/2024

    To whom it may concern:

    This is in response to this particular complaint regarding being refused entry on testing day. I recall this particular incident as there are not many. Unfortunately, if the ID that is presented does not match the information that is reflected on our system upon registration, we cannot accept entry. In this case the expiration date was completely different and it did not match the DOB, the expiration date, or even the date of issue of this passport. I do remember being surprised as to where they may have gotten the numbers for the dates from since they were so different.

    I recall speaking with the candidate a great deal as he suggested it could be a clerical error on the website. However this is never truly the case if done correctly on a computer, so it must have been an error on their part. I did suggest that he reach out to CELPIP regarding this "error" so it can be investigated.

    The test centre has no dealings with refunds and transactions, and like a previous complaint I responded to - even though the incident was actionable at the site, we have no control over moneys dealt with in respect to these incidents and they should be formally made to CELPIP instead of the Prometric testing centre.

    We as staff must adhere to these policies as they are updated time and time again.

    * **** ******** *** ** ****** ********* *** *** **** **** ** *** ****** ** *** ****** ***** *** *********** ** *** ***** **** **** ******* ********* ** *** ******* **** *** ** **** ** **********

    I hope this justifies some confusion for the candidate.

    Please reach out to me again if there are any further questions about this matter.

    Best,

    Robert C. TCM

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