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:01/09/2023

  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 to take a test with proctor u in the fall semester. There was some technical problem. I was not able to take the test when scheduled even after getting help from the tech support. When I went to reschedule the test, I was charged another $20+ fee even though the problem was proctor us fault. I should be refunded one fee since I only took the test once and it was the companys fault I could not take the test the first appointment.

  Business Response

  Date: 01/18/2023

  Hi *******, 

  It appears we have not received a refund request. All refunds can be requested through the following website: **************************************************************************************

   

  Thank you, 

  Meazure Learning Compliance

• Initial Complaint

  Date:01/02/2023

  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.

  On 12/30 I was scheduled to take an examination. The website allows you to do a pre system check and it passed with flying colors. Three months ago I have also used PeoctorU to take an exam with no major issues. This is likely the 6 or 7 exam I've takem with ProctorU on the same conputer. This time the automated software flags me with error 30 and the ******* tells me I am unable to take the exam. They say there is a security violation on my computer but do not give me any specifics so I am unable to fix the problem. They instruct me if I can fix this issue I'm the next 30 mins I can rejoin and take the exam. They leave me with an email to contact. Online and phone technical support further tell me that they can not help me troubleshoot the error, I was told it appears I'm running a virtual machine on my computer. This is flat out not the case. I was instructed to try uninstalling random programs on my computer and to re join and see if this fixed my error. There was no issues 3 month prior with this. The last resort is to take a test using a different computer, which is frankly a burden. Overall ProctorU is falsely detecting an issue with my computer but unable to tell me what it is. Thus I am unable to take my university exams due to the poor software and technical support. At this point I have to contact my university and hope they can come to a solution with ProctorU or I can not pass my classes. I'm taking completely long distance online classes.

  Business Response

  Date: 01/18/2023

  Thank you for reaching out with your concerns. The Meazure Learning Compliance Team thoroughly reviewed your session. 
  
  When connecting for your exam on 12/30/22, a virtual assistance application was detected. We have confirmed that the script ran at the beginning of sessions was performing correctly. The proctor  followed the correct steps in asking that you reconnect with a different device or when the application was removed. 
  
  
  We see that you were successful in removing the application and that you completed your exam on 1/7/23. 
  

  Thank you, 

  Meazure Learning Compliance

• Initial Complaint

  Date:12/30/2022

  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 12/30/22 I was taking the *** exam SLLA **** via at home test. I began the test at 10:00AM. I was able to get through the first 120 questions out of 124. Prior to the exam I asked the ******* how I request a break, he told me to alert him. After 120 questions I spoke out loud to alert the *******, however, no projector responded. I was able to end the section of the test and was given the option to take a 10 minute break. At the end of the 10 minutes my screen did not allow me to finish my exam. I again spoke out loud of the ******* but there was no response. I called the *** support line. While I was on the phone with the support line a ******* came on through ProctorU and cancelled my scores. I got a message stating that my score was canceled for being on my cell phone. I again called the *** support line and I was told to call ProctorU at **************. The person I spoke to there told me there was nothing they can do and that I should call ***. I again called *** and spoke to a person who told me to try calling back in 3 to 5 days. I am in need of completing the last four questions and I did not agree to have my score cancelled.

  Business Response

  Date: 01/18/2023

  Thank you for your feedback. The Meazure Learning Compliance Team reviewed your session taken on 12/30/22. 
  
  Your session was terminated due to you accessing your cell phone during your scheduled break. At the beginning of the session you agreed to the following rules set forth by ETS: 
  
  "You are not permitted to use any unauthorized materials, including all mobile devices, prewritten notes or textbooks at any time during the exam, and you are not permitted to communicate with anyone else."
  
  Additionally, a reminder was sent to you via chat before leaving for your break. 
  
  "When you return from your break, you will be required to re-secure the testing environment. If your break exceeds 10 minutes for any reason, the exam will be shut down. You are not permitted to use your cell phone or communicate with anyone else. You are also not allowed to use your computer or any resources during the break. If your break exceeds 10 minutes for any reason, the exam will be shut down. Any unpermitted breaks outside of your scheduled breaks will result in the exam being shut down."
  
  The ******* for this session followed rules given by ETS to terminate the exam. If you have any questions regarding your session or scores, please reach out to ETS directly as we do not control score release or exam content. 

   

  Thank you, 

  Meazure Learning Compliance 

  
  

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18663172
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/09/2022

  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.

  Took the *** test on 12.9.22. Had a ******* named *******. During the security check, he notes that there is noise in my room. I said yes, the city is doing work outside, I can't help it. The person with the city was aware I was taking a test and agreed that I would get info from them when I am available. Testing is going fine. Then a different voice came on screen.... ***************** My proctors changed during testing. This guy noticed that I looked away. Yes there was noise. He told me to scan the room, I obliged. He also told me I could not talk out loud. I had been reading out loud the entire test before, but that's not a problem. Every time he came on screen , he repeated.. can you hear me? I could always hear him. He made adjustments to my screen. Now it is the break. The only instructions I have is that if you want to leave the room, alert your instructor. I alerted several times with no answer. So I left, to check on what is going on with the work outside. I used my cellphone to talk to the workers. I came back into my testing area put my phone down. Then with 3 mins left in the break. ******* comes on and repeats, can you hear me? I can hear him. Then ask did you use your cell phone. I said yes. Then he terminates my test for no cell phone use. I say how should I know. You are supposed to tell me I can't do this during the break. He terminates my test. I have 3 issues. 1. Not everyone can work from home. Clearly ******* wasn't engaged. Every time he was on audio, there was loud talking in the background. If engaged, he would have heard me notifying leaving the room for a break and told me the instructions. 2. I have been terminated but these people never returned my settings on my computer. How do I know ******* isn't looking at all my data for a hack. My computer isn't working properly. 3. I need to retake the *** however I have to wait until January to even get a testing date and 5 weeks for ETS to review my complaint. I need a refund or retake NOW.

  Business Response

  Date: 12/28/2022

  Hello,
   
  Thank you for contacting Meazure ********************************* We confirmed you sat for your GRE General GRIGEN-**************** exam on Friday, 12/09/22, at 8:30 AM PST. We understand you have concerns regarding your exam termination. We have reviewed your exam session and would like to discuss our findings.
   
  We see you had concerns specifically regarding interruptions from your proctors regarding background noise and off-screen glancing. Our proctors are trained to observe, address, and discontinue suspicious behaviors such as increased background noise and off-screen glancing. Although we understand these interruptions can be distracting, your ******* must address these behaviors per your testing organization's request.
   
  In addition to these behaviors, we observed that your ******* asked you to refrain from speaking and reading aloud. Several test takers chose to "speak aloud" during exams. However, your testing organization agrees that this behavior is considered suspicious and should be addressed and discontinued in live time.
   
  We also confirmed your exam was terminated during your break due to you accessing your cell phone. We confirmed you agreed to the ****specific exam policy via chatbox at 9:02 AM PST by replying, "yes." The ****specific exam policy states, "You are not permitted to access your mobile phone or communicate with anyone else during your exam." Additionally, you were provided the ****specific break policy at 11:26 AM PST via chat box. The ****specific break policy states, "When you return from your break, you will be required to re-secure the testing environment. If for any reason your break exceeds 10 minutes, the exam will be shut down. You are not permitted to use any unauthorized materials, including all mobile devices, prewritten notes or textbooks at any time during the break and do not access your mobile phone or communicate with anyone else. You are also not allowed to use your computer or any additional resources during the break."
   
  Unfortunately, you accessed your cell phone during the break, which warranted the exam termination.
   
  We strongly urge you to contact ETS if you have any further questions regarding your exam termination or refunds. ETS is provided with your reservation with all the recorded media and comments/chat logs/touchpoints associated with the exam session. They will be able to assist you further. Candidates can email the ********** of ******* Integrity at ***************** or call them at **************.
  

   

  Thank you, 

  Meazure Learning Compliance

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18551193
  
  I am rejecting this response because:
  

  I am not sure the respondent understood my complaint. 

  Your reference is to me only making noise. There are several complaints in this memo. 

  I obliged to all noise complaints on my end. The securing and scanning of the room and not reading aloud wasn't an issue either.  I followed all rules that were given to me. The problem was the transitioned ********************************* 

  Again, here are my issues:

  1. When he came on the screen, he had trouble hearing me and made several adjustments to my screen during the test. All other proctors and/or tech support did not have these issues. These adjustments were not corrected when the test was terminated. I had to figure what was done to myself. I was to receive a call back from proctorU. To this date I have not received a call back to fix my computer.  

  2. At Break: 

  The test ask for a longer break mid testing. Test it self doesn't state any rules or reminder other than letting the ******* know you are leaving the room. I couldn't get ********* attention.  I left the room find out what was going on outside. I came back before the time with 3 mins remaining in the break. At that point,  ******* puts the break instructions on my screen. 

  When he came online there was noise in his background and he still needed to adjust my screen to hear me. I could always hear him. 

  He asked did I use my phone, I said yes, because how would I know not to use it. The terminated my test. 

  Could it be the ******* wasn't engaged with testing therefore never heard me saying I would take a break as it was instructed on the screen? Even if he couldn't hear me and their was an audio issue,  he would have seen me waving and my lips clearly moving to get his attention.  Finally in standard testing locations... pre COVID, the instructor reads testing reminders before you are released to break. This happened 3 mins before the test was going to restart.  

  I did my part. However,  your ******* did not. At this point, I would like a refund so that I may do my test without paying again. And this time, I will ensure that I am at a physical location so the ******* is engaged in the testing environment. 

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

• Initial Complaint

  Date:11/18/2022

  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 am livid. i wanr accountability and assurance this is not going to occur again. I took LSAR on 11 12 was assgined ***** whose english was very hard to udnerstand i wonder if she understood me the test started at 940 am before 4th section of test and i hd told her i drink a lot and had anxiety i had and asjed to go to bathroom when i came back i showed her my besk room as she asked next thing i know right before 4th section everything cut off and she transferred me to ******* than ***** unable to reconnect me when i had never been disconnected. no explanation was given an hour went by i lost out on the test had to have ti cancelled need to take it again which is a big problem as this score was just cancelled and i need to go to law school asap i need to know this will be investigated properly and that for Jan 14 administration i will be assigned someone who speaks good english and understands as this issue could have caused this entire mishap cant waste my time again or lose out. that is what happened no matter what your notes say.

  Business Response

  Date: 12/06/2022

  Hello,
   
  Thank you for reaching out to us with your concerns. It is regrettable that you experienced issues when testing with ProctorU. Upon reviewing your exam session, it appears that you closed out of the session you had with your first *******. This is what caused your exam to be interrupted part way through. The chat box is needed for remote access and monitoring the desktop during testing. When testing with a *******, please make sure to keep the chat window open until you are finished with your exam. This will help ensure a more seamless testing experience in the future.

  Thank you, 

  Meazure Learning Compliance 

   

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18434395
  
  I am rejecting this response because: this is categroically false i only checked out after no one could reconnect me. I know this stemmed from a lack of English proficiency and understanding on part of ******* who likely did not understand when i told her i needed to go to the bathroom and then disconnected it and after ********************************************************************************************* so this response is not accurate. My concerns as i will voice to LSAC and have is this cant happen again in January as while you dont care that due to this i had to cancel my score i do and it cant happen again
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:11/16/2022

  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.

  On Friday Nov 11 at 2pm I was scheduled to write my law school entrance exam( LSAT). Due to some technical errors my exam started about an hour after the scheduled time. However my primary concern stems from what occurred after the exam had taken place. I was scheduled to have a 10 minute break about an hour after my exam I was promoted to a page which gave me all the instructions and I followed them after my break my was over I waited for over 5 minutes for my ******* to even notice that I was trying to call for him and after he noticed he told me to hold on and left again. This made my ten minute break almost 20 minutes long. After that I began my timed section and while my exam was going on he began to speak to me explaining how my face was not in the frame. It should be noted that I had noise canceling earbuds in(he was made aware) and this full discussion wasted about 2 minutes of my 35 minute exam. From my understanding he did have the power to pause my exam and tell me through that instead of wasting time that I already did not have. It *** seem like a mere 2 minutes but overall it set me back almost 5 minutes and as a direct result I was forced to skip 5 questions. After this has occurred my final section began in which my exam was seemingly shut down and the ******* was switched and was asking for control of my computer, even though I had about 27 minutes left of my exam. The ******* failed to tell me while pausing my exam what the reason was until I had asked about 2-3 times. These *** seem like small occurrence however given the complexity of these exams things such as these cause major setbacks on the scores given and ultimately law school admissions. I am heavily dissatisfied with the way this test went and want to be given some compensation because if I am to write this exam again it will cost an upwards of 300 ******** dollars and this would be a direct result of what happned throughout the exam.

  Business Response

  Date: 11/30/2022

  Hello,
   
  Thank you for contacting Meazure ********************************* We value our test taker's thoughts and opinions regarding their testing experience. We understand you were dissatisfied with the quality of your LSAT November 2022 ******** exam session from Friday, 11/11/22, at 1:00 PM PST. We are saddened to hear that you felt you received poor communication from your *******. We have reviewed your exam session and would like to take a moment to address your concerns.
   
  Upon reviewing your session, we confirmed you began your exam at 1:53 PM PST. We confirmed you completed section one and section two without any disruptions. We also understand your concerns involved interruptions due to an improper camera angle and a dropped connection issue.
   
  We confirmed your ******* chatted with you via the chatbox at 3:56 PM PST due to your video connection. You were working on section four of your exam. Because you were actively working on your exam, the ******* transferred you to a technical support technician to assist with your dropped video connection. We confirmed the technician sent several messages, but you were not responsive to their chat attempts. A stable video connection is a requirement by your testing organization. Therefore, the technician remotely accessed your computer, paused the exam, and opened the chatbox so you knew of their attempts to communicate with you regarding the video connection. At the time of the interruption, you had 27:33 minutes remaining in section four. The total amount of time spent with the technician was six minutes. As previously stated, the technician did pause your exam due to a technical issue. Once the exam was relaunched, the exam duration reflected 27:31. Overall, you lost two (2) seconds of exam time. Ultimately, the technician resolved the video connection issue and transferred you back to a *******.
   
  The ******* was also responsible for correcting your camera angle issue. We understand this type of interruption can be disruptive. However, your testing organization requires a proper camera angle (chin to forehead) throughout your exam session.
   
  We apologize that you feel as though you received inadequate service due to poor communication and interruptions during the exam session. We strongly urge you to reach out to LSAC regarding your refund request. LSAC can access your reservation, the recordings, and the chat log. Test takers must address payment matters with LSAC since the test takers pay the exam session fee to LSAC, not Meazure Learning.
   
  Thank you,
  Meazure Learning Compliance

  Customer Answer

  Date: 12/05/2022

   
  Complaint: 18412345
  
  What is being failed to understood in this given set of circumstances is that although only two seconds were seemingly lost I was also given another reason to stress during an already stressful time. There should have been a better way for your ******* to let me know that my face was not in frame without him speaking to me during my LSAT and again not even pausing the time. Exams such as these are based on the inferences that are in my head, which were lost as a direct result of your *******. Secondly, I never denied that I didnt see the chatbox, but I had absolutely no idea what was going on prior, again leading to an increased amount of stress. The ******* should have verbally told me what was going on after pausing the exam, I should not have been searching for a chat- box it should have been very directly said. These may seem like minor inconveniences to you and just two seconds but what this cost me was 3 months of studying plus an additional 400 dollars, as I do have to rewrite. The main point of a ******* is someone that ensures that you are not cheating not to cause more stress during a very stressful situation. I would like to know if there is anything that can be done to rectify the situation at hand, as well ensure that when I do rewrite that there is not a similar set of circumstances that transpires. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/10/2022

  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.

  Today I took an entire day off of work to complete some praxis testing for my final level 1 license. My environment check went well, my computer was cleared. My ******* went to launch the *** browser. Once he clicked launch and said get ready to test, the testing window closed it said test terminated. I went immediately back to the chat. My ******* sent me a clearly canned message that they were unable to resolve the issue. I called support and they told me that it was a technical issue and that I needed to call *** to get the test back opened.Well I call *** and *** says that it isnt their problem its proctorUs problem. I call proctorU back and get probably the worst customer service representative Ive ever come across. He refused to explain what happened to my exam, he continually attempted to get me to email them instead of call, and he again repeated the this issue had to be taken up with ***. He was rude and wouldnt explain why the test crashed on MY OWN test! He refused to transfer me to someone who could explain what happened. By their own terms do service I am entitled to an explication as to what happened to my exam.While I was on the live proctoring session my ******* straight up went silent as soon as the window closed. He gave minimal instructions and was unhelpful. He made me sit in front of the computer for 45 minutes with no instructions! This was the worst testing experience I have ever had and I paid 300 dollars to do it. Absolutely ridiculous.

  Business Response

  Date: 11/02/2022

  Hello,
   
  Thank you for reaching out. We have reviewed your session from Mon 10/10/22 10:10 AM PDT for your **** PLT: K-6 PRI622-1000000004746648. Based on our record when attempting to open the secure browser on your computer an error message came up stating "The exam will be terminated due to security reasons". When this happens ETS has instructed us to send the response that directs you to the institution and that is all the information we have regarding that error. Their secure browser is something that they have created and will terminate itself if a process is running in the background that it has been set to deem unpermitted. Unfortunately, it does not give us any information further than that. 
   
  We have reviewed the interactions with support and have found that the second interaction was not up to our standards of customer service. We have filed a report with their management in order for them to review this with the agent.If you have any further questions please reach out to ETS Office of Testing Integrity at ***************** or ************** for further information. If they need anything from us please have them reach out to us directly and we would be happy to provide any information they may need.

   

  Thank you, 

  Meazure Learning Compliance

• Initial Complaint

  Date:08/22/2022

  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.

  In January, I was forced to use your service for an exam. Your proctor attempted to sabotage my exam, and I was forced to create 2 other accounts with you when she decided to cancel every exam I scheduled and still tried to charge me for. I ended up having to dispute several charges with my bank to get my money back. Calling customer service was (and still is) pointless as they are no help at all and is just an incredibly frustrating experience. To put it into perspective, you have to explain the issue several times, repeat your name several times, are given information that doesn't matter to you because its completely unrelated to the issue, etc. So yes, terrible service such as was provided by your agents is going to result in profanity and "inapropriate language" as you like to call it. As a result, your agent childishly blocked my phone number from calling and all my accounts from accessing their respective accounts. I have emailed numerous times, and either get no reply or a copied and pasted response that doesn't even touch on the issue (completely unrelated).
  
  Unfortunately, I am now in a situation where I'm being forced to use your company again, and I need to know how to speak with someone at the corporate level. Someone who actually can get something done to unblock at least one of these accounts as well as my phone number. My next course of action will be to forward all of this information to my attorney, and see what she can do from a legal standpoint.

  Business Response

  Date: 09/07/2022

  Hi Rebecca, 

  While we understand how frustrating this is, you agreed to ProctorU's Terms of Service when creating your account and prior to connecting to your proctor on September18th, 2021. Your account was deactivated on September 18th, 2021 due to violating ProctorU's Terms of Service. Due to additional violations of our Terms of Service when calling our Support Team, your phone number was placed on our no call list. 

  Please contact your testing organization for other proctoring options. 

   

  Thank you, 

  Meazure Learning Compliance

  Customer Answer

  Date: 09/07/2022

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

  ProctorU first violated your terms of service by not providing the service I paid for and not helping provide any solutions for their lacking performance nor options available. They attempted to sabbatage a test that I ended up having to pay multiple times to take. I was not offered a refund, and instead had to dispute these charges with my bank. Therefore, this agreement was voided when ProctorU employered violated the terms of service first. I have already made this incident known to my university and informed them that I will not be taking any classes that require proctoring with this terrible company. They have opened an investigation and are making sure that all the students you have wronged have a better option.  I do not accept this response, as you violated the agreement first. 

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

• Initial Complaint

  Date:07/21/2022

  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.

  After 2 1/2 hours of issues connecting to their platform to take a college exam, they were supposed to contact my professor and advice of the issue. The next day, that still had not been done. My professor had to request the information, and several hours later it was still not given. They only let you chat through their DM function, and refused to let me speak with a supervisor or other department. They also would not provide me with the transcripts of the support sessions. This caused an A student to receive a zero because they would not validate the issues as they were supposed to. This service cost me $** and was a complete waste.

  Business Response

  Date: 07/26/2022

  Hello,
   
  We see you sat for your **** ****-Summer 2022-Business Law II-Exam 1 on Wednesday, 07/20/22, at 5:40 PM PDT. We understand you have concerns involving technical issues you faced during your launch process and a lack of communication with your instructor. We have reviewed your session and would like to take a moment to address your concerns.
   
  We confirmed that you had recurring technical issues during your launch that prevented you from taking your exam. It appeared you had connection issues caused by your computer's CPU usage. You mentioned to your proctor that you did not have internet or CPU usage issues before connecting to ProctorU. Unfortunately, test taker's systems can project a more stable internet and CPU usage before launching the ******* ****** program. However, once the ******* ****** program is launched, the program (because of how large and complex it is) will naturally cause the CPU usage to rise, which will cause connection issues with our video drivers, as well as the remote software.
   
  ProctorU recommends that test-takers restart their system before initiating their ProctorU session. We suggest test takers disable any applications or programs running in the background. By doing this, the system will have more room on its CPU to designate towards the remote software needed for the ProctorU session.
   
  While reviewing your chat logs with your proctor, we noticed our proctor was not providing you with ProctorU's level of customer service that we strive for daily. We understand how frustrating technical issues can be, especially on exam day. We train our proctors to empathize with our test takers while providing troubleshooting steps. We will provide immediate coaching to the proctor to ensure they understand how they could have handled this situation better.
   
  Additionally, we reviewed the support session with your chat support agent on Thursday, July 21, 2022, regarding the communication you requested between ProctorU and your instructor. The support agent suggested your instructor submit a request using the link they provided to you.
   
  We confirmed your instructor did request an explanation of the technical issues you faced that prevented you from taking your exam. A Faculty Support representative emailed your instructor on Friday, July 22, 2022, in response to the instructor's inquiry. The representative provided a summary of the technical issues that prevented you from accessing your exam. The representative also explained to the instructor that our live Advocate Team does not reach out to instructors when a test taker has technical issues.
   
  Your instructor did not reply to the representative's email response.
   
  In addition to the email provided by the Faculty Support representative, the technicians, and proctors who handled your ProctorU session documented the incident and technical issues you experienced on your exam reservation from Thursday, July 21.
   
  We appreciate you bringing this to our attention, and we hope we were able to address your concerns. 

   

  Thank you, 

  ******* Learning Compliance