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:05/08/2025

  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.

  On May 7th, 2025, at 4:40 PM, I started taking my exam through ProctorU. Everything was fine until ~***** minutes in when the ******* assigned to me drew a circle around the Guardian browser icon in my taskbar. Upon opening the support chat, I saw five messages asking for my attention: "Hello." Why are you looking to your right? Whats to your right? Show me your room, and again, What are you looking at? I replied, My dog. The ******* then demanded to see my room, which I had already shown during the mandatory pre-checks I had completed multiple times before. I proceeded to show them my dog and the area around me, but they continued to demand to see all four walls of my room. After showing them, they said, Dont look away from the screen. I continued with the exam until my dog started gagging and acting like he was going to throw up. Naturally, I glanced over to check on him. Once again, the ******* circled the down arrow to scroll on my computer screen. I was confused and checked the support chat for Guardian. Again, there were multiple messages demanding to see my room and asking what I was looking at. I replied that my dog was next to me, and the message I received back was, Okay, show me your room. I understand that they are being paid to ensure no one is cheating, but I had already shown my room and my dog twice prior to this third incident. On top of that, I am on a time limit as this is my final exam for the class, and I need to concentrate. I dont understand why this person keeps questioning me about things Ive already explained. We are required to show our rooms, allow them access to our computers, and download multiple applications to make this possible. Although I had the choice to take this exam through ProctorU or in person at my institution, we are paying for this service. It feels unjust to treat paying customers like criminals trying to sneak in contraband. I am genuinely concerned about this company's behavior.

  Business Response

  Date: 05/19/2025

  Thank you for your feedback regarding your exam session. While pets are allowed in the testing area, proctors are responsible for maintaining the integrity of the exam at all times. When any behavior that may appear suspicioussuch as looking away from the screenis observed, the ******* is required to take appropriate action.

  
  To help avoid disruptions in the future, we recommend testing in a distraction-free environment whenever possible. We hope your dog is feeling better and appreciate your understanding.

  
  

• Initial Complaint

  Date:05/05/2025

  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 took an exam with ProctorU on 5/3/25, which allowed the use of a small whiteboard and calculator. Repeatedly throughout the exam the ******* stopped me and required that I pan my camera around the room and show different areas of my workspace. This was highly disruptive and time consuming during a timed exam. Also, when I asked the ******* questions, she did not respond. I followed up with ProctorU's customer service afterwards and was told I was displaying "suspicious behavior" by looking down during the exam. I would like ProctorU to explain how I am supposed to use a preapproved calculator and whiteboard without looking down to see them. I would also like an explanation regarding why the ******* ignored my questions.

  Business Response

  Date: 05/19/2025

  Thank you for reaching out. Weve reviewed your session from 5/3/25 and can confirm that you were asked to complete a camera pan during the exam. This is a standard procedure when certain behaviors are observed. Regarding your question during the session, we apologize for the lack of response. The ******* should have acknowledged your inquiry, and we have followed up with the individual involved to reinforce proper communication practices. We appreciate your feedback and are committed to improving the testing experience.
  

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23282491
  
  I am rejecting this response, as they have not answered my question regarding how I am to use a pre-approved calculator and whiteboard without being able to look at them.
  
   
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:04/08/2025

  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.

  On April 7th 2025 I was scheduled for an exam through ProctorU. AFTER paying for the exam they provided additional details which is a gross violation of my privacy rights and invasion of my home. They attempted to lie and tell me I was informed of this policy prior to payment. Later reversing and claiming ************ was made aware" which has nothing to do with ****** CANNOT make a private deal to **** people into violating their privacy rights without them having any part of the decision.Then it took 8 attempts to obtain a refund after getting lie after lie about how to obtain it. It was only after the threat of a chargeback did they all of a sudden remember how to issue one.

  Business Response

  Date: 04/16/2025

  Thank you for providing feedback. The online proctoring services your institution selected requires our proctors to secure the testing environment. This includes the monitor, desk, and room you are testing in. More information about our environment check can be found here: *****************************************************************************************************
  
  In regard to the refund, our proctors cannot issue a refund. This request must be completed by the support team. We do see that you received a refund on 04/07/2025, the day of your scheduled session. 

• Initial Complaint

  Date:03/05/2025

  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.

  scheduled a test for $27, and was on tech support for over two hours to get it fixed and was not able to resolve the issue. They told me to talk to another agent about rescheduling the exam since i was not able to take it. They then tried to charge me another $12 to reschedule because I was not able to reschedule within the hour, but support had me hung up trying to fix it for 2 hours. Then the supports kept ending and closing my chat when trying to figure out why I had to repay $12

  Business Response

  Date: 03/21/2025

  Thank you for providing feedback regarding your recent experience. The Meazure Learning Compliance Team reviewed your session. When looking through chat logs, we found that you ended the chat session several times. Each time the chat is ended, a test taker must establish a new connection with a *******. This delays the launch process. Additionally, you were asked to remove a virtual security threat and reconnect. ******* Learning does not allow virtual assistance software. The fee you enquired about is the Take It Now fee. To avoid additional fees, test takers may schedule or reschedule for at least 48 hours in advance. If you would like to request a refund, please submit one here: ********************************************************************************************

• Initial Complaint

  Date:03/03/2025

  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.

  ProctorU is a scam company. They have no hierarchy of support, no one to answer calls, no accountability behind support. They have no managers or supervisors, no emails to ask for help from or to seek resolution and support from. They have tried to look through my personal settings and information on my computer multiple times and refuse to service me for my online classes until I comply so I have no idea what they do with my info. I believe this company seeks to steal American information from our computers. Because they have no chain of command, they have no set rules in place and everytime I have asked for rules and procedures I am either denied the info, disconnected from support, or told different stories from multiple sources. Through all of this, I have never been able to seek support from anyone above tech support in the company since they claim they do not have emails and refuse to allow me to speak to a manager or supervisor via phone, online chat, or email.

  Business Response

  Date: 03/21/2025

  The Meazure Learning Compliance Team would like to address your concerns. We were unable to locate an account with the email provided within the BBB complaint, and, therefore, we could not review your session to address concerns. If at any time a test taker does not feel comfortable with actions being taker by their *******, they may choose to end the session by closing the chat box and browser. 
  
  Meazure Learning has many support articles which document what settings may be adjusted, contact information, and general knowledge here: ***************************************************
  
  To submit a complaint or escalation to management, please submit a request here: ***************************************************/requests/new?ticket_form_id=************

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23005386
  
  I am rejecting this response because: you are still not providing a direct line of contact to a manager or supervisor to address my complaints. You are asking for my email, which I will not provide because its a school email, that I am not going to present as it will reveal too much of my identity. The irony is, if you had a business email or phone number for your managers to that I could contact you at, I could provide that information to you without an issue. But this company is a fraud **** organization trying to steal information from Americans and because of that you will not reveal any higher **** Because you dont have any. 

  I am asking that you provide a direct line of contact so I can communicate with a managers team leader, or supervisor about my concerns. Giving me a link to a help desk ticket is not what I am asking for. I will say it again: I would like a direct email or phone number, along with the name and title, of a manager, team leader, or supervisor in the company to directly address my concerns with like I would have at any other company. Anything less is an admission of no business structure and hierarchy of this company. 
  

  You have absolutely no right to ask for my direct school email and information while REFUSING to provide the same information for yourselves. The fact you dont see the hypocrisy is why your company needs to be shut down. 
  
  Sincerely,
  
  ******** *. 

• Initial Complaint

  Date:02/24/2025

  Type:Billing 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.

  Exam scheduled for 1230pm on a Sunday. Day before test i log in to verify computer and all settings. Notice test is in 7 hours as they have timezone set for somehwere in *****. I correct timezone setting, and have to pay $8 since it technically reschedules the exam. Day of test, I log in 30 minutes and watch ticker tick down. At 3 minutes I can log in. Their guardian browser refuses to show video. They place me in the loop bouncing between ******* and technician, and are unable to resolve the issue. I switch computers (windows to MAC) problem remains. Mind you, both computers passed their online test, including internet speed requirements.3 hours later, I have now communicated with 9 people and request a supervisor. An hour after that, I'm in the test with some back door ****** chrome method that just watches me and my screen. Team members bounced me to someone else 4 times despite, me requesting them not to. Never got a manager. And they closed out before I could complete a survey. I was on the phone with them 4 times. All in all, not the way the mind should prepare for a statistics exam. I was looking up how to drop a class in the last 30 minutes. I will never take a class that requires Proctor U again, even if it means I don't complete this degree. You would think that 13 years and 90 credits would mean something, but I guess its a good sign to try something new.

  Business Response

  Date: 03/07/2025

  Thank you for providing feedback for your recent testing session. A thorough review of your session was completed. The technicians assisting with connection and screen share issues attempted all troubleshooting available. You were asked to utilize another computer. Upon inspection, you were utilizing a VPN. While Meazure Learning allows VPNs, they can cause issues with unstable connections and screen sharing. We advise you to try connecting without a VPN in the future if possible. Refund requests can be submitted here: **********************************************************************************************

• Initial Complaint

  Date:02/14/2025

  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.

  During the proctoring exam, the technical assistance representative took remote control over my computer. During this process, they completely shut down my computer and made it inoperable. When I called customer service, they refused to connect me to someone that could assist me. As a result, I was unable to take my exam which has cost my non-profit the ability to provide food for the community.

  Business Response

  Date: 03/07/2025

  Thank you for reaching out to Meazure learning regarding your recent experience. A full review of your session was completed. The ******* did not adjust any setting that would have disabled the keyboard or harm your computer. All setting changes a ******* may complete can be found in our Settings Adjustments support article here: ************************************************************************************************* There were several technical issues experienced during your session including Mac accessibility settings to allow the ******* to view your screen sharing, keyboard malfunction, and screen sharing. Our technician attempted to resolve the issues. Unfortunately, you were asked to try another device after all available troubleshooting had been completed.
  
  
  
  

• Initial Complaint

  Date:02/03/2025

  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.

  Almost every time my husband or I have to take a test there is problems. First they make me scan my bedroom and take everything off my bed three times and repeadly asked me to scan my bedroom where my clothes are. They disconnect on you. Happens almost every exam. The last 6 exams they have disconnected on my partner and this last two they have no record of him scheduling but we have confirmation receipts. So then they kept trying to get us to pay more and more. But one person says its a glitch and the other said theres no record and goes back and forth. They are no help. They say they will file a claim and get back to you but they never do!

  Business Response

  Date: 02/03/2025

  Thank you for your feedback. The Meazure Learning Compliance Team reviewed sessions associated with the provided email address. We see that you successfully completed your exams. Therefore, no refund will be provided. While we understand your concerns regarding the camera pan, your institution requires that we secure the testing area. This is done during the launch process by having the test taker show the room they are testing in. If you do not feel comfortable providing the required camera pan, please contact your testing organization to see what options may be available to you. We cannot release or discuss information with you regarding other test takers as this would violate FERPA. For more information regarding what to expect during testing, please review our support article: **********************************************************************************************************************
  
  
  

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22886974
  
  I am rejecting this response because: I have talked to my institution about the camera pan and they felt this was unacceptable behavior. They have also verified that Proctor U has never submitted a ticket claim when they say they will. Upon that we paid for two exams that we were unable to take two paid for exams due to the proctors disconnecting consistently. And tech support just kept transferring us all over the place and kept telling us to call our institution with them telling we need to speak to you. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:01/08/2025

  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 have been trying to take my exam for my first test and ProctorU agents don't help or don't know what they are doing. I have tried 3 different computers to take my exam and nothing has worked so far. They keep hiring agents that we can't understand what they are saying.

  Business Response

  Date: 01/13/2025

  Thank you for your feedback. Unfortunately, we were unable to find an account with the email address listed within this complaint. Please contact our support team so that we may investigate your concerns further: ********************************************************************************************

• Initial Complaint

  Date:12/31/2024

  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.

  My daughter was taking a college admin test using this company as advised. She was disconnected during the test and spent over 3 hours on chats and phone calls where the technicians would disconnected prior to issue being resolved. Our final phone call the technician was not listening to my daughter's issues and kept speaking over her. We asked for a supervisor, manager or anyone above this person and we were told that is not an option that there is no one higher or supervising the technicians. I asked to be transferred to another representative and was also denied.Very disappointing outcome and that they are unable or just completely don't care to help their clients.

  Business Response

  Date: 01/02/2025

  We're sorry to hear of your daughter's experience. We attempted to investigate this issue further; however, we were unable to locate an account with the information provided in the complaint. Please contact us here so that we may review the session and take appropriate action: ********************************************************************************************

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22747797
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ******