Complaints

This profile includes complaints for PSI Services LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  PSI Services LLC

  611 N Brand Blvd #10 Glendale, CA 91203-3290

• 

  PSI Services Assessment Center Cherry Hill NJ

  950 Kings Hwy N Ste 301 Cherry Hill, NJ 08034-1518

• 

  PSI Services LLC

  910 Pierremont Rd STE 216 Shreveport, LA 71106-2056

• 

  PSI Testing Center

  150 Executive Park Blvd San Francisco, CA 94134-3303

• 

  PSI Services LLC

  16821 SE Mcgillivray Blvd Ste 201 Vancouver, WA 98683-0402

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:03/10/2023

  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 booked the ******** Esthetics exam for my daughter through the *** Website for exam date of Feb 27th. We received a call from *** ************************ and the lady said she canceled that date and refunded the $60 charge because it was booked without accommodations and she would book the test date for us with accommodations. I looked at my account and they had charged my account 2 $60 charges and refunded one. The same lady called back on March 1st and said test date is March 3rd booked for a private room, a reader and extra time. She wanted us to pay $60 for the March 3rd test date. I explained my card was charged twice and she said to keep an eye on the pending charge and if it really charges twice to call back but she needed payment for this date. We paid another $60. My daughter showed up at 10am for her 10:30am test, as instructed and waited until 11:30 for a reader to show up. No one ever came. We received a ticket number from the testing center to give *** so they will know to not charge us again. We called to let *** know the reader didnt show and they said it wasnt booked with a reader. They said we will have to pay another $60 to take the test because we no showed for the test. When I gave them the ticket number from the testing facility, they changed their story and said we have to pay because I booked it without a reader. *** booked that appointment. Now they will not schedule her to take the test without another $60. They are also stating that it will take 10 business days to book a reader. My daughter my lose a job opportunity due to ***s incompetence. I was promised a call back for Monday last Friday. I waited patiently until Thursday and had to call them. I was promised on Thursday a call back for Friday. Never got a call so I called them and they said they would call me Monday or Tuesday. All because of *** my daughter is so far being set back at least a month and they have taken (stolen) money from us and she hasnt taken the test.

  Business Response

  Date: 03/14/2023

  PSI couldn't find an account associated with the details provided. PSI highly suggest the 3rd party to advise the testing candidate to reach out via email at *********************** along with the exam confirmation number and contact information.

• Initial Complaint

  Date:03/09/2023

  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.

  Our state recently switched over to PSI, I am already currently licensed under the state with my legal name, but when I went to add an exam I was given this error "Current user already has a candidate record for this client with different identifier" So I email their customer ********************** with no response. It somehow let me pass through and start to schedule, then I received that "an unexpected error occurred". So I called customer ********************** (5 times and still getting the run around) They don't even let you speak to tell them what is going on. With 1st customer ********************** person, I was talked right over with him asking things I had already said multiple times. When you ask for a supervisor (again mulitple times and 4 different reps on 4 seperate calls), you are ignored and they will literally act like they hear nothing. I hung up. My name is wrong in their system by THEIR AGENT ERROR and they kept trying to tell me that I had to call the state department. So I did, twice, and all of my information there is correct. When I tell them, they still tell you to call and said they can't correct my name in THEIR system. So I asked them to delete my account and they said they couldn't do that either. If it is MY account, why can I not delete it? The 3rd Rep ******* I talked to after speaking with the state finally said they could change it and that they would call me back. I never received a call, so I called back again. 4th rep, SAID she was able to so I asked for proof because I am still unable to schedule my exam and am getting same errors. She sent me a "filled in" screen shot with my name typed in what it looked like and then asked for my payment. I asked if I would get an email showing my correct information and that I was concerned about giving my card information to them and not being able to test due to their name error. She suddenly said they had a system issues and asked me to call back AGAIN!! I am on hold again and that rep said they had no system issues that day.

  Business Response

  Date: 03/14/2023

  The testing candidate has been scheduled for an exam.

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19577122
  
  I am rejecting this response because:

   

  that was a picture from before it was fixed but NOW it is. After 5 phone calls and a week late testing. Cost me a weeks worth of wages. Still angry but glad this is last test I have to take with them EVER
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/04/2023

  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 my WA real estate exam yesterday 3/3/2023. The testing center was in a tax filing office that was not stated in the details of the address. Once I found the location the front desk attendant was very rude, but I looked past that. Once the ******* came to collect everyone for testing, we went into the exam room and were told to start the test. The exam room was about the same temperature as outside, roughly 50F, I could hear dogs barking through the entire examination, which was very distracting. I would like to be refunded for this, scheduled for a proper examination or be allowed to take this exam at home. I spent over an hour on the phone with ***, majority of that on hold to be told that the *** test was not actually administered by *** and that they could not help me.

  Business Response

  Date: 03/09/2023

  PSI is validating the testing candidate's concern with the testing center partner. PSI will reach out to the testing candidate for feedback.

• Initial Complaint

  Date:03/04/2023

  Type:Product 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.

  Hello. Kindly contact *** to provide the full refund for the test they are not qualified to provide. Attaching the test *** providing for test takers in order to pass a title insurance exam. I have it printed out from the *** website. They have mixed all-in-one, title insurance, life insurance, the home insurance for the title exam takers. This is why exam takers cannot pass the test with this vendor. In addition to this, the title insurance pre-licensing course is good for two years, but *** allows people to take exams only for one year. The *** is not aware of how long the certificate is valid. They also don't know the difference between life, title, home, and other insurance.

  Business Response

  Date: 03/09/2023

  PSI has been in contact with the testing candidate via email to assist with the concern.

  Customer Answer

  Date: 03/10/2023

   
  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:03/02/2023

  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.

  Better Business Bureau:I took my Therapist Multiple Choice Exam on January 30, 2023 at 1 pm at *********************************************************************************************************** and was told that I completed my exam, but they couldn't provide me with my test score due to a lag in the system and then was told to call PSI. I called PSI and was told that I would be given my test score via email within ***** hours. I never received my score and called PSI on February 1, 2023 and was informed that they would send me my test score within 3-5 business days. I never received my test score so I called PSI again on February 7, 2023 and was told that it has been escalated to upper management/team and that I would receive my test score within 3-5 business days. I never received my test score and emailed them on February 27, 2023 and was informed that they will be in touch within 24 hours. I never got an update or any form of communication from PSI. I paid $150.00 for a test which everyone who I knew that took it, had gotten their test score the minute they completed it, which I never did.

  Business Response

  Date: 03/06/2023

  *** has sent the requested score report to the testing candidate.

• Initial Complaint

  Date:03/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am in the process of taking Architectural Registration exams. On 02/17/2023, I arrived at the testing center 45 minutes early (instructions are to arrive 30 minutes early), found the center closed, all lights off, with a note on the door 'Closed due to emergency, contact PSI to reschedule.' Took pictures for proof. Waited in the parking lot, other testers arrived and left. Contacted PSI, explained the situation, they said that I will have to wait for resolution until they have an update from the center. Testing center has no phone number to get an update. Next day, *** tells me that they were not informed of any emergency, they consider me a no-show and that I will not be refunded. I sent them the pictures, which are apparently not proof enough, told me to wait 3-5 days for resolution. I went back to the testing center to ask for help- situation was determined to be a late employee, who had left the 'closed' sign from the previous day- They begrudgingly agreed to file a report with PSI. I waited for an update from PSI an additional 3 days. As of today (03/01), they still have not reviewed case, and still maintain that this is my fault, and refuse to provide a credit or refund. Incapable customer ********************** always 'needs to escalate file', when asked there are no supervisors or managers to speak with.

  Business Response

  Date: 03/02/2023

  The testing candidate has been rescheduled.

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 19519180
  
  I am rejecting this response because:
  

  I had to pay again and reschedule my exam myself. PSI did nothing to facilitate this. 

  I am currently down $235 in exam fees.

  If PSI would like to fix the situation, they would either provide me with a seat for an NCARB ARE exam, or refund me $235.

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

  Business Response

  Date: 03/03/2023

  PSI verified that the testing center is open on 02/17/2023 and all the other testing candidates were able to complete their exams on the scheduled date and time.

• Initial Complaint

  Date:02/27/2023

  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.

  Starting on 2/20 I called this company every day and was left on a waiting call for an hour before being hung up on. 2/23 I finally got through to someone to schedule a test. The scheduling costed 95$ and was in a town about ***** minutes away. I was scheduled to take said exam on 2/25. 2/25 I go to the described exam facility at scheduled time of 1pm arriving early and the exam facility has a paper sign posted saying closed to bad weather we will return testing on wed 3/1.Now I am in the process of being on hold with the company for the third time today 2/27 trying to get rescheduled and refunded for having wasted so many hours during the work week on hold with them, hours I would be working and earning money, also spending my free time and gas to drive to their facility 45 min away for it to be closed with no communication. On top of that I have spent now another two and a half hours on hold with this company to speak to any sort of supervisor which seems to not even exist in this company. They say we can handle all scheduling and complaints at their website which I have also found to be a pointless endeavor because you can only enter half the information needed into their site before it gives you instruction to do something that isnt on the browser with no indication of how to proceed to enter information. This has been absolutely ridiculous and as a **************** in charge of almost every state test they should be at least semi competent and capable. So I would like my refund of 95$ and my test rescheduled because they are the only testing facility that provides this test. And I have a deadline to take this test or I lose thousands of dollars to the state for signing up to even take my exam. I am trying to take c-3 carpenters exam so I can start a company and I have already paid to the state a couple of grand for testing and background and fingerprinting, financial statements. This is a year of work about to be halted as of 3/9 due to poor business

  Business Response

  Date: 03/02/2023

  PSI contacted and assisted with the rescheduling the exam with waived fee.

• Initial Complaint

  Date:02/27/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had scheduled an exam through the *** company to be taken today. They had told me to arrive 30 minutes early to my exam. Which I had followed all there instructions and I got a phone call 10 minutes before I got there saying there no one is able to ******* my exam. They asked me to reschedule. They wouldnt acknowledged that It was a huge inconvenience to me as I took off work and had to drive a good distance to get there. When I brought that to their attention with their customer ********************** they basically ignored me when I asked for explanation. Now I have to drive back there and take another day off of work without any compensation or kickback from this absurd situation.

  Business Response

  Date: 03/02/2023

  PSI sincerely apologize for the inconvenience and understand the testing candidate sentiment. However, PSI had to close the site on short notice due to safety health measure.

• Initial Complaint

  Date:02/27/2023

  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 scheduled my **** Insurance exam for February 22, 2023 @ 2:30 pm. The *** system does not allow you to long in until 30 minutes before your test, so at 2pm. I logged in and was ready to take my exam. The *** secured exam site was having issues so I tried logging in on my ipad, thinking maybe that would work. At 2:10pm, I contacted customer support, I explained what was happening and she immediately said that I couldn't use my ipad and then said lets transfer you to tech support and see why your lap top is having issues. I was transferred to tech support at 2:15pm and sat on hold until 2:45. When the tech answered I explained what happened and that I was on hold so long and now 15 minutes late for my test and that would make me forfeit it. The tech gave me a ticket # and said he would transfer me to customer support . During transfer I sent an email at 2:47 pm, explaining what happened. I was also issued another ticket number and told I would get a response within 48 hours. As of the date of this email 2/27/2023, no one has responded to that email. While waiting for the transfer the call was again disconnected. At 2:58pm I called and spoke to ***** at customer support, she said she would submit a request to reschedule and for me to call her back Thursday 2/23/23. When I called back Thursday the rep I got said there was no ***** and the extension she gave was invalid. As annoying as it was I when through the whole story again. The second rep said she would put in the request and call me right back. Crickets. Friday 2/24 I call again and get *****, explain the whole story again. She says call her back Monday and that she will have an answer for me. Here it is Monday, finally got ***** on the phone, who says she is transferring me and the call drops. I have to call back talk to 3 different people all who are giving me the run around. I'm now on hold again it's been 24 minutes and 55 seconds, trying to get this resolved. What a scam

  Business Response

  Date: 03/02/2023

  PSI conducted a thorough investigation and found out that the testing candidate was late for the exam. 

  If you miss your appointment, you will not be able to take the examination as scheduled. Further, you will forfeit your examination fee if you:
  ? Do not cancel your appointment 2 days before the scheduled examination date.
  ? Do not appear for your examination appointment;
  ? Arrive after examination start time;
  ? Do not present proper identification when you arrive for the examination.
  ? Do not have your PLE course certificate(s) or Department Waiver(s), if required for your examination.
  ? Present an altered PLE course certificate(s) or Department Waiver(s).

  We have also confirmed that the testing candidate reach out to the customer support at around ****** to ask for assistance which is already beyond the scheduled exam time. 

   

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19506457
  
  I am rejecting this response because:

  The supposed investigation is false.  I logged in at exactly 2 pm and per phone call log receipts contacted customer help at 2:10 pm.  I was also assigned a ticket number (3213290)from the IT help desk once I finally got a hold of them after I sat on hold for 30 minutes. That yes was at 2:45 IT finally picked up, but it isn't my fault that i had to sit on hold that long.  However, if you refer to the customer ********************** notes, it clearly says I called in and was transferred to tech support at 2:15.  15 minutes BEFORE my test was to start.  Not only are the calls suppose to be recorded and monitored, but notes in my account were clearly taken.  I know this for a fact since I have had to call ************************* *********************** and *****, both of which were to call me back and didn't .  Oh and I also generated an email for help that to date still hasn't been answered (Ticket #*****). OH and PS I have ordered the call logs from my phone company that show how many times I called on February 22nd.  So once again this scam company is a fraud and I will be reporting them to the *** .  The reviews are absolutely correct, this company is a complete fraud. 

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

  Business Response

  Date: 03/14/2023

  PSi will contact the testing candidate to assist with the scheduling.

• Initial Complaint

  Date:02/27/2023

  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.

  My experience has been absolutely astounding with PSI Exams. I took the real estate broker exam in 2011, under my Maiden name. I am attempting to take the real estate broker exam again, now under my married name. I spent 45 minutes on the phone with 5 different "departments" to simply be told that I need to send in my marriage license as proof of my name change.On February 20th, I emailed in my marriage license. On February 21st, I emailed asking the status of the change.On February 21st, PSI responded asking for documentation of my name change. Even though I had already sent it, I replied to the email and sent it again.On February 22nd, I get an automated message that my message was received.On February 27th, I receive an email saying "upon checking your file, your name on file is *********************" TELLING ME THAT MY MAIDEN NAME IS ON FILE. Which I know, and does not solve any of this.So I call PSI on ****, and stay on the line for 40 minutes to be told to email my marriage certificate to ********************************** and IT BOUNCED BACK saying "Your message wasn't delivered to ********************************** because the address couldn't be found, or is unable to receive mail."I'm now on hold going on 15 minutes waiting for another crappy customer ********************** attempt.This seems like a very simple problem that should have a very simple solution. I've already had to reschedule my exam because I will not have two pieces of government issued ID that matches my maiden name. I wish there was another company I could test with. What an absolute s show.

  Business Response

  Date: 02/28/2023

  Testing Candidate's request for name change has been processed.