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Business Profile

Employment Counselor

PSI Services LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Employment Counselor.

Complaints

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

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PSI Services LLC has 16 locations, listed below.

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    Customer Complaints Summary

    • 645 total complaints in the last 3 years.
    • 102 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/01/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I took my NC real estate exam with PSI in November and was harassed although I explained I had a severe disability through social security. I injured my back because psi forced me to lift a heavy computer over 20 times. I also suffered severe panic attacks following the harassment and caused me to fail my test and they lied on my actions saying I was covering my mouth and refused to comply. I want my refund and proper accommodations to retake my test.

      Business Response

      Date: 01/13/2023

      Business Response /* (1000, 5, 2022/12/08) */
      Rules and guidelines must be followed during the check-in process and actual exam. Verification of the disability and a statement of the specific type of assistance needed must be made in
      writing to PSI at least 45 calendar days prior to the desired examination date by completing PSI's "Special
      Arrangement Request Form." The request form may be downloaded from
      PSI's website (****************). PSI will review the submitted form and will contact the testing candidate regarding the decision for
      accommodations. If the request is approved, PSI will assist the testing candidate with scheduling the examination at a time
      when the special accommodation can be provided.

    • Initial Complaint

      Date:11/29/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been attempting to take my Certified General Appraiser exam for almost 8 months now. In the last month, they have canceled the exam last minute three times. Today, I drove hours to the testing site just to see a sign on the door saying to reschedule. This has happened to many people many times. I cannot financially afford to continue to miss work, pay for childcare and travel. There is no resolution on the business end. Unfortunately, I cannot use another company as this is a government subcontracted service.

      Business Response

      Date: 12/13/2022

      Business Response /* (1000, 5, 2022/12/08) */
      Testing candidate has been assisted and completed exam.


      Consumer Response /* (3000, 7, 2022/12/12) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I completed the test, but that does not change the fact that I wasted 2.5 weeks attempting to do so. I would like to know if anything has been corrected for future prospects as well. I feel as though the company needs to be held accountable for the disruptions they have caused. My resolution was based on my persistence, not the company's efforts.

    • Initial Complaint

      Date:11/29/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      The PSI service center has caused me to miss the December 2022 test date. On 10/8/22, I mailed my application package along with a live check to sit for the December 2022 test date. I had USPS confirmation that my letter had arrived at the PSI service center on 10/11/22. I received no further notifications from the application processor. I was forced to call the service telephone line at ************** to follow up. Finally after multiple phone calls, on 11/9/22, a PSI representative denied ever receiving my package. I was instructed to resubmit my application package along with a new check payment. By then, I was forced to also pay over one hundred dollars to send a new application package overnight. On 11/10/22, I used Fedex for the overnight mailing, and delivery was signed for, and confirmed, the morning of 11/11/22. Since then, I have called PSI every day, using their listed number on this website, **************, but I have never been able to get through to a representative because the automated phone menu, and ringing, just simply loops. Nearly two weeks later now, I have still not received any confirmation or notification from PSI service center that my application has been processed. PSI service center's processing delays have taken away my opportunity to sit for the December test date and affected my earnings potential.

      Business Response

      Date: 01/18/2023

      Business Response /* (1000, 5, 2022/12/08) */
      Testing candidate has been assisted and exam scheduled.


      Consumer Response /* (2000, 7, 2022/12/20) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:11/28/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I scheduled and took an exam on October 10th. It is now almost two months later and I need to retake the Exam but cannot due to the system not being updated.

      I have called their support line multiple times and get ran around in circles. I finally got ahold of the corporate office and was told this issue was to be escalated and should be resolved November 21st or 22nd. It is now the November 28th and still hasn't been resolved. On top of that the number that I was provided to call in case this wasn't resolves requires an PSI employee ID and PIN.

      This has put me into a position since their test is the only one available, I can take to become registered with the state. Since this is the case, it is costing me daily due to costs of insurance and other fees that cannot be utilized due to me not being able to retake this exam.

      Business Response

      Date: 01/13/2023

      Business Response /* (1000, 5, 2022/12/08) */
      Testing candidate has been assisted and exam scheduled.

    • Initial Complaint

      Date:11/28/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I took the West Virginia business and law exam 11/25/2022. Didn't pass. That's on me. I get that. However, the events leading up to the exam did not go well. First off, I was supposed to be able to log in 30 minutes prior to my scheduled exam. It was more like 15. Then, they left me sit idle long enough to lose the connection. Next we spend an eternity trying to complete the drivers license dance. WV driver's licenses have a blue back ground. They're hard to see. I could read it perfectly fine on my screen. I didn't what to do to make it better. Finally, we get through all of that and now my string that I wear my eyeglasses around around my neck is unsatisfactory. I removed it. Now my workspace is no good. I basically dismantle my whole desk. In the process, guess what? Yep, broke my glasses. Now I remember why I wear them around my neck. I honestly felt like the proctor didn't want to do my test and was trying to make me quit. The testing outline says no calculators or writing material. The calculator provided onscreen is inadequate. The proctor said I could have had a small dry erase board.
      When I registered to test online, I bought the book with the only tabs they say you can use. There was a discount code that did don't work. Not worried about the money but the tabs were junk. They've already smeared and are illegible. I'm a 54 year old male with a prostate condition I still had time on the clock, but had to stop because there are no breaks. I thought I was gonna drown in my own urine. I would have been fine if not for taking so long in the pre test activities. The extra hour plus in the beginning was brutal. All I wanted to do is take my test and move on. Now I have to do it all again. By the time it's all said and done, I will have over 8 hours wasted on this deal.
      In a nutshell, they wore me down. Now they get my money again. Well done, PSI Online!

      Business Response

      Date: 01/12/2023

      Business Response /* (1000, 5, 2022/12/08) */
      PSI sincerely apologizes for the inconvenience. Rest assured that PSI is doing its best to improve the services provided to the candidates.

    • Initial Complaint

      Date:11/27/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am trying to pass my an exam to get a license in my field. On November 26, I was scheduled for my exam at 6:30 in Baltimore City. I pulled up to see that the lights were off and the test center was closed. I drove over 90 minutes to be there and they didn't notify me. This isn't the first time this has happened to me. I had an 8pm test in Crofton in September and they closed at 5pm. There was no notification, and when I called the number on the sign, the representative implied that I was lying. The next day I called and was elevated to a supervisor who hung up on me as soon as they picked up. Luckily, I got someone who admitted they were wrong the next time I called. Their customer service lacks with the exception of a few workers I've spoke to.

      Business Response

      Date: 01/13/2023

      Business Response /* (1000, 5, 2022/12/08) */
      PSI sincerely apologizes for the inconvenience. Rest assured that PSI is doing its best to improve the services provided to the candidates.


      Consumer Response /* (3000, 7, 2022/12/12) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I do not accept this response. They can "apologize" all they want. That was such a generic answer. I can understand it happening once but imagine how many people it affected. This is a global organization. They could call or email candidates saying that they are closed. Not to mention actually having competent supervisors who help customers. I was hung up immediately by a supervisor when I complained the first time this happened. I spoke to another supervisor and she hung up on me as well without letting my verify things on my end. This is an example of a poorly managed company.


      Business Response /* (4000, 9, 2022/12/22) */
      PSI understands the testing candidate's frustrations. This feedback will be shared with the rest of the team Rest assured that PSI will have this validated and appropriate action will be taken.

    • Initial Complaint

      Date:11/21/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had a post-licensing exam scheduled for today 11/21 at 6:00am est. I woke up at 5:15am and started the check in process at 5:30 am so that I would have plenty of time. The exam would not launch and I chatted with technical support and they suggested I close and relaunch the psi exam browser again. I did and re did the entire check in process but the exam would not launch. I then called support where he reinstalled the app and I did the whole check in process for a THIRD time and still the exam did not launch. The Support tech Ron said he took a screen shot of the error message as he was using any desk to take over my computer. He was very helpful but could not do anything further. At this point, I have been on the computer and trying to sign in for TWO HOURS. He then transferred me somewhere else where the support person told me they would escalate the ticket and would get back to me in 24 hours and then something about it could take 3-5 business days. I told her that my class expires on 11/27 and I cannot wait 3-5 business days. She started to argue with me saying I didn't say you had to wait 3-5 business days. Even though she DID. I then asked for a supervisor and she said WHY? Which I find astounding. I said because I know this isn't your fault, and she interrupted me and said Exactly! But I went on to say that I need this to happen faster. She then hung up on me. I have NEVER dealt with such an unhelpful, rude guest support specialist. I cannot believe the way she spoke to me. And on top of that she hung up on me and didn't resolve any of my concerns. I have personally worked at a call center and was explicitly told to never hang up on someone and I definitely could not speak to any person that way. I called again later in the day, got the same answer and asked to speak with a supervisor. I was transferred, waited on hold for 20 minutes, and was hung up on. AGAIN. I will have to reschedule this exam (if possible!) and think i deserve a refund.

      Business Response

      Date: 01/12/2023

      Business Response /* (1000, 5, 2022/11/28) */
      PSI provided new eligibility file on 11/21/2022. The testing candidate was able to reschedule the examination. Please be advised that examination fee is non-refundable.


      Consumer Response /* (3000, 7, 2022/11/29) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I was able to reschedule for an in person proctor per The Ce shop. I had to pay $75 for this exam. I was not ever able to take my exam with psi online and therefore think a refund would be only fair. Also this company is so unhelpful and gives no support to their customers.


      Business Response /* (4000, 9, 2022/12/08) */
      PSI will conduct a thorough investigation with regard to the concern of the testing candidate. PSI will provide an update via email.

    • Initial Complaint

      Date:11/21/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Candidate ID:************: I had an my AWS Associates Architect scheduled with PSI this evening at 21:00. I did not get to start until approximately 22.30 due to PSI/technical issues. I kept being asked if I wanted to reschedule as soon as a spoke with the representatives as if they didn't want ti assist me. The technician kept blaming "my internet service".. He deleted 5 programs off of my computer that didn't need to be deleted. I have taken exam with Pearson Vue and the whole process was smooth and professional Then, after the exam had been released an initiated, a pop up saying "mobile device (not in use) is present or being used"...
      I really have no words... I've studied so hard for this test, CHEATING was NOT on the agenda! PSI said they will "conduct and investigation" and get back to be within 48h. My question is, if they can conduct themselves in such a questionable manner, how can i trust them to verify the video recording? It is VERY clear why Amazon will no longer be using them from January 2023.

      Business Response

      Date: 11/29/2022

      Business Response /* (1000, 5, 2022/11/22) */
      PSI will conduct an investigation with regard to the testing candidate's concern.


      Consumer Response /* (2000, 7, 2022/11/28) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      I am waiting for a fell refund

    • Initial Complaint

      Date:11/20/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Exam registered and paid for, but would not launch. I had run a compatibility check days prior and that morning, everything passed including internet speed. When trying to launch the webpage it said, connection to the site is not secure. Contacted tech support, they had no idea how to fix the problem and kept me on the phone for 3 hours trying the same basic trouble shooting methods over and over. I kept getting "disconnected" then when I called back routed to a different representative because the one I was working with was unavailable. Each time I had a new rep they continued to try the same things as the previous rep (all were things I had tried myself before even calling tech support.) One rep was still remotely connected to my desktop when the phone disconnected, I asked him on chat to call me back, he said he tried but he couldn't call me. I had someone call me at that point and my phone worked just fine. He said just to call back and talk with someone else. It was obvious they did not know what to do, so passed me on to the next person.

      In the end, they told me they couldn't help me. They advised to contact my ISP and that I can try to call customer support to see if they will allow rescheduling. I contacted customer support, they said they would "escalate" my issue and and it would take 3-5 business days, but it was my fault so they couldn't reschedule. When I asked how it was my fault, I was told I should have had a wired connection instead of WiFi. When I pointed out this was nowhere in the confirmation emails, she said that was because "everyone knows that". I have taken proctored exams with my same set up through Pearson Vue with no issues.

      The test window ends tomorrow. The customer service rep told me it was "my problem". They were condescending and completely unhelpful. I am livid, out $400, not able to complete a certification exam I need for my work and have no resolution from the company.

      Business Response

      Date: 12/16/2022

      Business Response /* (1000, 5, 2022/12/05) */
      PSI conducted a thorough investigation and found out that the testing candidate was not able to launch the exam due to an issue with the network connectivity. Testing candidate may use another type of network or mobile hotspot as their source of internet to make sure that they are using a non-restricted network or use wired connection for stability of network. The testing candidate will have to wait until the next window to schedule the examination.

    • Initial Complaint

      Date:11/18/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 submitted an application to take the Virginia Cosmetology exam on October 16, 2022. Per the Candidate Bulletin I should have received a response in 5 days. It has now been a month. I have made several calls and sent several emails only to be given the run around. I am sitting on hold for long periods of time only to be transferred to either someone else who can't help me or a vm of someone who says they're too busy to answer the phone and not to leave a vm because they won't be checking it. I sent an email per the vm only to still not receive a response. I waited a week and sent another one only to be told they can't help me. This is so unprofessional and I will also be reaching out to the Department of Professional and Occupational Regulation as they are the ones who contracted with this company which seems like a bad idea! 2 years ago I took the theory exam with no issues. Since then they've changed to this company.

      Business Response

      Date: 11/21/2022

      Consumer Response /* (2000, 6, 2022/11/21) */
      The issue has been resolved.

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