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:06/06/2023

  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 paid ETS $130 to take the **** Praxis test on June 3, 2023. Completed all of the techology checks days before hand. I was scheduled to take the online at 11:20 am. I logged in at 10:30 am and waited and waited. I first talked to live chat at 11:07 that I didn't know what to do because the clock countdown was missing from the page that was previously there. They said I had to just wait because my report time was 11:20 and they logged off. I was freaking out as time clicked by. I changed computers 3 more times trying to see if a clock would show up and that all of the equipment checked out. I had to download all of the software required every time. There was glitch everytime. One wouldn't downlaod the required *****************, Another the mic and webcam wouldn't pass the check. By the time the 4th computer was set up it was 12:20, I got a message that my widow had passed. I talked with live chat people 3 different times during the process and they were little to no help. At this point, I was in tears and feeling like I was going to vomit. The last chat person said their was nothing he could do and that I would have to talk to ETS and gave me the number to call. I called ETS immediately and they said I would have to call back in 24 hours, this would give them time to get the data report from ProctorU which should show all of my technical issues. I called ETS this morning and they said the report that they got from ProctorU just stated that I was a ********* and no other ***** Really! ETS said I would have to paid $130 again and try again. They said that was their policy on "No Shows." I am livid. ETS is getting a complaint also because they said they would escalate the issue to a higher department but they would only make their decision based on the ProctorU ********* ***** So, I am out $130 and I didn't get to take my test. ProctorU needs to hand over all of the data from the ProctorU support chat proving that I was not a "no show" but that I had technical issues.

  Business Response

  Date: 06/14/2023

  Hello,
   
  Thank you for contacting Meazure ******************************** We understand that you have concerns regarding your **** School Librarian PRI****-1000000005006073 exam scheduled for Monday, 06/05/23, at 9:20 AM PST.
   
  We confirmed that you contacted our chat support team for assistance with initiating your exam session. We confirmed that your computer failed the Test It Out checks multiple times due to maximized CPU usage. Your recorded CPU usage ranged from 91% to 99%. Meazure Learning recommends a CPU usage no greater than 85%.
   
  We suggest that a test taker experiencing high CPU usage restart their computer before their exam session. We also suggest that the test taker deletes unnecessary files, programs, or applications on the computer to ensure a lower CPU, resulting in a smoother exam delivery.
   
  After investigating your session and determining that your technical issues prevented you from connecting within the 60-minute reservation window, we updated your reservation to reflect a cancellation due to technical issues instead of a cancellation under the No-Show Policy.
   
  ETS will have access to your reservation and will see our updated changes. We suggest you contact ETS directly and inform them that your reservation was canceled due to technical issues and requests a rescheduled session.
   
  ETS can be contacted by emailing ************** or calling ************** or **************.
   
  All scheduling and refunds must be requested through ETS.
   
  We appreciate you contacting us and allowing us to review your exam session. We have updated your reservation to reflect the technical issues you experienced on exam day that prevented you from taking your exam.
   
  

• Initial Complaint

  Date:06/05/2023

  Type:Customer Service 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.

  On June 3, 2023, I was scheduled to take praxis ****. First, I would like to say I appreciate the technicians and proctors who are helpful and I do understand tech issues will happen. However, There has to be a better solution to make sure test takers are connected to proctors at a reasonable time. It took 2 in half hours to get me set up for the test. (This has happened often when I'm taking the test from home). Each time I have taken a test, ******** are doing different things. For example, I've had a ******* ask me to cover my unplugged tv hanging high on the wall with a blanket. Other ******** have not asked me to do that. Is that your policy? My June 3rd ******* told me during testing. I was too close to the screen when I was trying to read the questions and passages. I couldn't see so I got closer. Is that your policy? Overall, my ******* was nice and professional. I just didn't understand why that was a problem. Desired Settlement I would like answers to my questions. Most importantly, I would like suggested solutions so I can have better testing experience.

  Business Response

  Date: 06/14/2023

  Thank you for reaching out to us. We are happy to help provide information to ensure your testing experience is improved moving forward.
  For wall mounted TVs, monitors, and displays, you will only need to show the ******* that it has been turned off or disconnected. If the display is behind you or in another room, the ******* *** ask that the device be turned off.
   
  When reviewing your testing session, it appears that your computer showed an error regarding disk space when trying to download the guardian browser.
  The technician was able to resolve this by having you reboot your computer before downloading the browser again.
   
  While rebooting appears to have fixed the issue, we also recommend that you try to clear up space on your computer's storage drive before taking the test again since the guardian browser does require some disk space to run. It would also be helpful to give your computer a full reboot before starting your session to make sure its resources aren't being taken up by any applications that *** be running for a long time.

  Customer Answer

  Date: 06/15/2023

   
  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,
  
  Raven Cobins

• Initial Complaint

  Date:05/25/2023

  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 took Praxis **** today and tested my equipment the day of my test. I logged into my 1:40pm session at 1:38pm. The start-up process took over 35 minutes. ****, the *******, indicated that he had tried to "call" me and noted that he could hear me, but I could not hear him. He asked if we could communicate via chat, which I agreed to. He was very inefficient and took long pauses between each step. It seemed that he was a new *******. He tried troubleshoot the audio issue. It seemed to me that the issue was on his end because the sound on my computer was working. The duration of the startup process negatively impacted my testing mindset. When the test finally began, I noticed that I no longer had access to the chat box, which was problematic when I couldn't hear my *******. Eventually, I badly needed to use the restroom. I wasn't sure what to do because I knew the ******* could not communicate with me. However, it became an emergency and I was struggling to process the test content. I verbally flagged the *******, indicated my need to take a break, and asked for the chat box. I heard a ding sound, which I had heard several times while the ******* was setting my computer up and trying to communicate with me. I waited for a response of some sort and when I didn't get one, I suggested that he make the ding happen if I am allowed to use the restroom. I waited more and no response or ding. I knew I was losing time, so I tried to push through and continue my exam. I reached a point that I knew I would not be able to complete the exam before using th restroom so I tried again to flag my *******. He got his mic working and gave permission to use the restroom, then took his time giving me instructions for securing the room. These issues resulted in lost time and difficulty focusing. I had a different ******* at the end of the test who logged off without responding to my request that he restore the settings the first ******* changed, which is frustrating. Unacceptable service.

  Business Response

  Date: 06/21/2023

  Upon connection, the ********* audio was not coming through to you. The ******* attempted to troubleshoot the issue for 5 minutes on the issue before asking to continue the start process through the chat box. The start process took approximately 15 minutes. 

  During the exam, you requested a break. This occurred twice before your ******* could verbally answer you. The ********* audio was not streaming through and you could not hear the ******* attempt to answer your request. Additionally, the secure browser used by ETS prevents the chat box from appearing while the secure browser is open.  Upon your second request, the ******* was able to verbally communicate with you, and permitted the restroom break. The ******* re-secured the testing area and allowed you to continue. We apologize in the delayed response, as our ******** are trained to be prompt in responding to inquires. 
  
  As all computer setting changes vary, ******** are not required to restore changed settings. There was no evidence of a request to restore settings being made. If you would like more information on how to restore setting changes that *** have been made, please visit our support articles:
  
  *****************************************************************************************************

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

   

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20101981
  
  I am rejecting this response because: There is no solution provided in this response and no confidence that I, or other paying test takers. There are also falsehoods. It took 35 minutes to get my test going, not ***** minutes. The ******* eventually figuring out how to make his audio work suggests that there was user error on his part. He also should have been trained to know and communicate to the test taker that the chat box would become unavailable once the test began. Assuming all chat history is saved, it would be easy to see that I asked for my computer settings, which were changed by the *******, to be restored prior to disconnecting from the session. The response provided was inconsiderate, unhelpful, and incredibly dismissive. I have another exam to take in less than 2 weeks and I cannot take it remotely because I do not have confidence in the remote ********  to effectively execute their duties so that I can focus solely on these crucial exams.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/25/2023

  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 paid $169.99 on April 21, 2023 to take an ******* ******************** Social Studies at home test through ProctorU. I spent 2 hours trying to get my computer to work and troubleshooting through online and customer service.....never worked. Now I'm out the money, stayed home from work without pay to study/test, and I am livid. I can't even figure out how to get my money back!

  Business Response

  Date: 05/01/2023

  Hello,
  
  Thank you for reaching out to Meazure Learning We have reviewed your session scheduled for the **** ************* Social Studies PRI089 exam on 04/24/2023.

  When attempting to connect to a *******, it appears you were having issues allowing the script. The proctors attempted to communicate with you via chatbox, but they received no response. After several minutes, the five chat sessions were closed due to no activity.

  Upon further review, there may have been technical issues due to high RAM usage. High RAM usage may cause delays in connection and computer function. This may have caused issues with replying to the chat box. 

  
  Please contact ETS for information regarding the refund as the payment was made directly to ETS.
  Email: **************
  Phone ************** or **************

   

  Thank you, 
  Meazure Learning Compliance

• Initial Complaint

  Date:04/05/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 never had an issue taking an exam through proctor u before today. I was notified the systems were changing and to download the guardian browser. I did a week ago. I went to log in to my exam, was connected with a ******* who told me there were 2 chat boxes open and I need to go to a technician or restart my computer. I restarted my computer. Went to attempt to launch my exam again and the guardian browser said I had multiple sessions open. I attempted to get help 4 different times and no one solved my issue. They clicked around and then left me. My exam was supposed to start at 4:40PM AST. It is now 6:22pm AST and I am still not connected to a ******* and I am no longer able to try to launch my exam as it is past the time. Extremely frustrating and a waste of my time. So dissatisfied with this service and the technicians involved. Sitting waiting over ********************************************** an already stressful situation.

  Business Response

  Date: 05/01/2023

  Hello,
   
  Thank you for contacting Meazure ******************************** I understand you have concerns regarding the start-up process. You sat for your C12 Insurance on Property (2021) exam on Tuesday, 04/04/23, at 12:40 PM PDT.
   
  We confirmed you had technical issues during your first session, which began at 12:41 PM PST. It appears that you had multiple chat boxes, and the ******* transferred you to technical support at 12:42 PM PST. We confirmed you lost connection while transferring to the technician at 12:45 PM PST. After further review, we confirmed you lost connection three times during this session, which can cause reoccurring technical issues like what you experienced.
   
  We also confirmed that you reconnected at 2:51 PM PST and were launched into your exam at 3:04 PM PST. You completed your exam session at 4:11 PM PST. You did not have any connection issues during your second session.
   
  We apologize that you experienced technical issues during your initial session. After further review, it appeared you had an unstable internet connection which caused technical issues and a premature disconnection that prevented you from connecting to the technician.
   
  We recommend that our test takers visit our support forum to learn more about ensuring their internet connection/bandwidth is suitable for proctoring.
   
  *******************************************************************************************************
   
  If you have any further questions, please do not hesitate to contact **.
   
  Thank you, 
  Meazure Learning Compliance

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 19896102
  
  I am rejecting this response because: I did not have an unstable internet connection. This was checked several times prior to the exam and I have never had an issue writing an exam before. This is my 6th exam written and the only one Ive had this poor experience with. The agent I continued to connect with was not helpful and I dont appreciate the blame being shifted back to me. This has been reported to ***********************. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/07/2023

  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.

  Installed the software extension and it completely crashed my computer. The two websites (proctorU and Blackboard) would no longer load. Attempted to restart my computer and it continued to force crash. A very expensive, well taken care of desk top and cant even boot it up to delete the installation.

  Business Response

  Date: 03/10/2023

  Hi ******, 

  We attempted to locate your account with the information provided, but were unable to do so. Please contact our support team for further assistance: ************

   

  Thank you, 

  Meazure Learning Compliance. 

   

• Initial Complaint

  Date:02/22/2023

  Type:Customer Service 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.

  2/22/2023. Had an exam scheduled with ProctorU at 7:50 PST in the morning. I logged in and connected to ******* at 7:47, 3 min before exam started. ******* mentioned camera issue and connected me to technician (*****). Technician clicked around the screen/browsers and just closed my remote connection - clicked on the "x" of the window to close it through remote control as if I closed it. Maybe around 8:10 or so.I tried reconnecting again after contacting support and the next ******* just closed my session, perhaps because it was now 8:23, just past half hour of the time exam was scheduled.I took time off work for the exam, and now I have to reschedule for the next day.I'm very upset about this and will not recommend proctoru to anyone who asks about it. I'll actively tell people to avoid using ProctorU and stay away from it.

  Business Response

  Date: 03/10/2023

  Hello,
   
  Thank you for contacting Meazure ********************************* We see you attempted to sit for your PAS - ACE: **************************** exam on Wednesday, 02/22/23, at 7:50 AM PST. We understand your concerns regarding the ******* and technician who assisted you
  with the start-up process. We have reviewed your exam session and would like to discuss our findings.
   
  We confirmed your initial ******* discovered a video connection issue when you connected. The ******* transferred you to a technical support representative for further assistance. Unfortunately, we confirmed the technical support representative closed out of your session while troubleshooting the video connection issue. We apologize for the oversight on behalf of the technician.Although it is still being determined why the technician closed the session while troubleshooting, we will ensure the technician receives immediate coaching and further training to understand the importance of not prematurely ending test takers' sessions.
   
  We also confirmed your second ******* ended your chat session and fulfilled your flight path. This ******* will also receive immediate coaching and further follow-up by their supervisor.
   
  We sincerely apologize on behalf of our ******* and technician that prematurely ended your exam session. We have updated your reservation with an appropriate comment documenting the result of the ******* and technician's oversight. Your testing organization can access your reservation and the touchpoints and comments regarding the problems experienced on exam day.
   
  Our expectation for our ******** and technical support staff is to provide the utmost level of customer service to our clients and test takers. We are saddened to see you did not receive this level of care from our staff. We will ensure both the ******* and technician receive immediate coaching so that this issue does not continue to happen. We want to thank you for bringing your experience to our attention so we can take further action.
   
  Thank you,
  Meazure Learning Compliance
  
  

  Customer Answer

  Date: 03/12/2023

   
  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

  Date:02/20/2023

  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.

  On 2/19/2023 I logged into ProctorU to take the Praxis Core Academic Skills For Educators: Writing **** at 5:10pm. While going through all the steps to take the test the ******* said only Chrome would work and downloaded it even after I stated I used the browser that I was already on to take TWO previous test with them. They still proceeded to install chrome on my computer. From then until about 7:07pm I was transferred 4 times to different people with my test left running multiple times while being unable to take the test because I couldn't see the answers or scroll down on the page to see the answers. An issue I did NOT previously have until chrome was installed. Because of this I was unable to take my test at all and am out the money I paid to take the test. This company is horrible as they had me in tears all evening over something they did.

  Business Response

  Date: 02/22/2023

  Hello,
   
  Thank you for contacting Meazure ********************************* We see you sat for your **** Core Writing PRI723-1000000004882753 exam on Sunday, 02/19/2023, at 5:10 PM PST. We understand your concerns regarding the technical support and customer service you received from your *******(s) and technicians. We have reviewed your exam session and would like to discuss our findings.
   
  We confirmed your ******* downloaded Chrome without asking you for permission. Chrome is the preferred browser for a live video stream. However, Firefox is also an applicable browser, and you should have been allowed to continue with Firefox. Rest assured, we will pull the ******* for immediate coaching, and their management team will follow up with proper disciplinary action.
   
  We confirmed you experienced technical issues involving the secure browser. These technical issues prevented you from properly viewing the questions and answers on the exam. Your ******* paused the exam while you were on question 1 of 40 of the Core Writing Multiple Choice section. The ******* transferred you to technical support, and the technician attempted to provide the proper specialized support workup for ETS secure browser issues. This workup included restarting your system. Unfortunately, you did not reconnect to the technician following the initial reboot.
   
  We confirmed you connected with another ******* following the technician's reboot. The ******* also experienced technical issues with your secure browser, and they transferred you to another technician. Unfortunately, the second technician failed to resolve the technical problem, and you chose not to continue the session.
   
  ETS has full access to your reservation, including the video and screen recordings and the comments, touchpoints, and chat logs. The proctors and technicians updated the reservation with detailed comments regarding the technical issue that prevented you from taking your exam. If you have any other questions about rescheduling or refund requests, you should contact ETS by calling ************** or **************. You may also email **************.
   
  We apologize for the inconvenience the secure browser issues caused during your exam session. We also apologize for the ******* downloading Chrome on your system without permission. You can contact a Help Desk technician by connecting with our chat support if you'd like assistance uninstalling the Chrome browser. Although Meazure Learning cannot always prevent technical issues, we understand how stressful they can be for our test takers. We constantly improve our technical support department to ensure our technicians work quickly and efficiently.
   
  We appreciate you bringing your concerns to our attention, and we look forward to testing with you again soon.
   
  Meazure Learning Compliance

• Initial Complaint

  Date:02/17/2023

  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 completed the first half of the **** on Saturday Feb 11. During the 10 minute intermission, my ************************* ***** M said there was an issue occurring with my video and requested to transfer me to a tech. This had happened prior to beginning the test as well and I received the same stock response asking to transfer me to a tech. I clarified and specifically asked if doing so would interrupt my session. ***** responded "no becaue (tech's spelling) you are still in the intermission." It is also worth noting that my device passed all the preliminary tests. The process of transferring my case from my ******* to a tech, ********, took 5 minutes. By the time a tech had actually connected, my time for intermission had already elapsed. The tech, however, still took remote control of my device. After several more minutes, ****** T informed me that my test had been terminated for failing to return on time. I reiterated to him that I had specifically asked my ******* if undergoing the transfer to the tech would interfere with my test and I was told it would NOT. I expressed my concern and the tech said he would file a ticket. Ultimately, he said the test could not be reopened and to request a new appointment. He then promptly disconnected. I was at my computer awaiting the go ahead to return to my test for at least 6 minutes of the 10 minute intermission and was corresponding with either a ******* or tech for several of those minutes. My ******* failed to inform me of the risk for termination and transferred my case knowing that was a possibility. I was not instructed to do anything prior to the transfer to ensure my test was not terminated. The **** will not reimbursee or allow me to make the test up because ProctorU deemed this a "termination with no options." This was a complete and total waste of several hundred dollars, months of prep, and most of a day.

  Business Response

  Date: 03/06/2023

  Hello, 
   
  When reviewing your testing session, it appears that your connection was regularly dropping out, making troubleshooting with the ProctorU technician difficult. ProctorU's Test It Out program specifically tests the test taker's internet upload and download speed. It does not register the health of the internet connection. Thus, a test taker's internet connection may pass the required minimum download and upload speeds but the health of the Wifi connection may be unstable, which can cause issues with the connection to ProctorU, as well as the connection to the exam portal. ProctorU strongly suggests test-takers hardwire their system into their internet modem to ensure a healthy connection. If this is not possible, we have a support article that offers tips and tricks for improving a Wifi connection. This can be found here- *******************************************************************************************************
   
  Additionally, when reviewing your exam session, it appears that the equipment check page was perpetually loading when attempting troubleshooting. This is usually indicative of an issue with ports on your network being blocked and is most likely the cause for the issues you experienced during your last testing session. Information on troubleshooting this can be found here: *************************************************************************-Blocked-Port-1935-Troubleshooting
   
  We hope that offering these two starting points for troubleshooting will prevent any further issues during future testing sessions.
  
  ProctorU cannot issue refunds or reschedules for LSAC as all payments are made directly to LSAC. LSAC has access to review notes and recordings. We suggest any additional concerns be brought to LSAC as they will be responsible for providing next steps. 

• Initial Complaint

  Date:01/19/2023

  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.

  1/29/23 - Educational Leadership Praxis Test I had a proctoring issue that occured while taking the Educational Leadership Praxis Test proctored by ProctorU. Once I was finished the exam, I got the attention of my ******* and told him that I was done. At that time he instructed me to hit the "submit scores" button and a few continue" buttons then the "cancel scores" button. I thought that was odd so I restated his directions in which he stated that would only end the test. He stated not to worry and that the scores have been sent to the institutions I selected. I thought it might have something to do with security and since he was the ******* instructing me to do so I hit the cancel scores button. I then asked when I would receive my preliminary scores and he said that I would receive an email. After I did not receive my scores immediately, I called ************************ I explained what happened and they stated that I should not have hit the cancel button but instead the view scores button. I did not even got to that screen. The representative said to wait 2-3 business days for initial report to come in then call back. I called today and the same representative stated that I will not be receiving my scores at all because I hit the cancel scores button even though I hit the submit scores button first.Obviously I am very frustrated and upset over this. I did exactly what the ******* instructed me to do, repeated it for clarification, and was told the wrong thing to do. My hope is to retrieve the test scores and have them counted as intended. Full Name: ************************* DOB: 07/06/1978 Phone: ************** Candidate ID#: ******** Please let me know if there is anything you can do to assist me in this situation or what alternatives I have at this point. Hoping you can help!!

  Business Response

  Date: 02/03/2023

  Hello,
   
  Thank you for contacting Meazure ******************************** regarding your most recent exam session. We see you completed your **** **************************** and Supervision PRI412-1000000004829582 exam on Thursday, 12/29/22, at 8:20 AM PST. We understand you have concerns about your ********* log-out instructions after you've finished your exam. We have reviewed your exam session and would like to discuss our findings.
   
  We apologize for the miscommunication. ETS candidates have the option to report their scores or cancel them. ******** are not trained to provide specific directions on proceeding with this process. We understand that the ******* tried to help you with the exam submission process, which caused confusion on how to submit your scores.
   
  We will ensure the ******* receives proper coaching and understands the miscommunication they caused. To further address this issue, we suggest you contact ETS by emailing ************** or calling ETS at ************** or **************.
   
  Thank you,
  Meazure Learning Compliance