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 Examination Services

  3525 Quakerbridge Rd Ste 1000 Hamilton, NJ 08619-1266

• 

  PSI Testing Center

  1801 Art Museum Dr , Bldg 3500, Suite 101 Jacksonville, FL 32207

• 

  PSI Services LLC

  1000 Circle 75 Pkwy SE STE 710 Atlanta, GA 30339-6052

• 

  PSI Services LLC

  910 Pierremont Rd STE 216 Shreveport, LA 71106-2056

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:10/14/2022

  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.

  AWFUL. Terribly bad I can't even describe how awful this company is. I signed up to take a real estate exam at home, took about 45 minutes just to complete the room Check and I had to do it twice. When the proctor told me I was good to go and he/she launched the exam, not even 2 minutes later the system kicked me out of the exam site and it said I have completed the exam and I literally got 3% on the state exam and 0% on national because I only answered 1 question!! I was being live monitored. Being proctored, the proctored clearly see what I was doing but they still did not help me. Instead they said "I was done with the test because I received my results". How could I possibly complete a 120 questions test in 2 minutes? Have some common sense. I called customer service 6 TIMES. No one was able to help me. They told me they would email me back or call me back. They said they would investigate my case or escalate my case NERVER RECEIVED anything! Nothing is being fixed and it's just a waste of time when all I want is just to take some d*mn test and pursue a career.
  

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 5, 2022/10/31) */
  The testing candidate has rescheduled the exam.

• Initial Complaint

  Date:10/13/2022

  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 was scheduled to take an exam today through PSI. I downloaded the Secure Browser, completed the system check and successfully completed the checkin procedures. I was placed in the check-in waiting room for over 40 minutes. 30 of which displayed the message "Number of test takers ahead of you: 0".
  
  Eventually I was checked in and began taking the test. I was working on the exam for roughly 40 minutes when the browser unexpectedly quit. I relaunched the browser and had to begin my checkin process all over. I was then placed at the back of the queue and waited hours until I eventually gave up.
  
  I received no support from the Live Chat feature so I called the Candidate support line for help. I was lied to by multiple support representatives and told to stay in the lobby and be patient as they checked in the other test takers. I explained to them that there were no other test takers based on the message I was seeing. This back and forth between IT support and Candidate support went on for more than 3 hours. I was told to close and relaunch the browser which only put me at the end of the queue. I asked for a refund for my exam and was ignored. One representative even told me they would forward my call to someone who could help but instead just hung up. When I called back, the same rep answered and pretended like she didn't know who I was.
  

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 5, 2022/10/26) */
  PSI contacted the testing candidate to provide a resolution; however, the testing candidate is uncontacted. PSI left a voice message and sent an email to the candidate.

• Initial Complaint

  Date:10/12/2022

  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 took my real estate exam TWICE back in January and failed both times. A 9 month window passed and Upon trying to schedule my test again, they had my account "deactivated" due to it being older than 6 months since i had last taken the test. So after, no exaggeration, 8 phone calls and 2 times hearing the phrase of "I'm escalating the issue" a week passed and i once again could schedule my exam. So I take the exam on October 11th, passed the national but failed the state. According to PSIs rules and the email they sent me, I only have to wait 24 hours to reschedule because this is considered my first try
  
  However, the system is not allowing me to schedule my test for at least 30 days. I called the "support" number and was told "no you have to wait 30 days since this is your 3rd time taking the test."
  Which is innacurate because this is the first time I had taken it in about 9 months.
  
  At the end of the first set of exams I took in January, an email is sent giving you instructions on what to do if you failed. The email said "if it's your first attempt, you can reschedule in 24hours. If it's your second attempt, you can reschedule in 30 days" which I understood
  
  However, 9 months passed and they deactivated my account so why would the same rules still apply? Not to mention, the email that I have that they sent on October 11th after I passed the national exam but failed the state exam days verbatim " you may reschedule your retest for n 24hours"
  
  This is not true and they're making me wait 30 days and I absolutely cannot wait that long. I have to take that test ASAP and cannot wait for anymore of the bullcrap and lying statements of "we will escalate this" THEY DONT ESCALATE ANYTHING
  
  Never in my life have I ever EVER filled out a complaint with BBB but I feel as though I'm forced to at this point becuase they are playing with peoples livelihoods to get licensing by passing these exams and the "customer service" does NOTHING to help, someone please help me
  

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/10/19) */
  PSI has coordinated this with the relevant team to expedite the resolution. The testing candidate has rescheduled the exam.

• Initial Complaint

  Date:10/10/2022

  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 scheduled to take a live remote proctored exam for the C-ELBW from the NCC. I followed the directions for preparing my laptop including a systems compatibility check twice. During this check, my camera and microphone were found to be fully functional. I logged on to take my test (scheduled for 1900) at 1830 to get my room and work area filmed and prepped as per the directions. Following this, the proctor came on and wanted to do a manual check of my drivers license and work area. She was unable to see the expiration date on my ID with my camera's resolution. I called tech support twice, giving them access to my computer. The camera was still unable to focus in tightly enough for the tiny expiration date. Just to be clear, there is literally NO way of knowing if your camera is of a high enough resolution to visualize the exp date beforehand, merely that your camera is functional. I then spent an additional 1.25 hr holding the ID every which way, in different light sources, different rooms, against different backgrounds, and with a flashlight to no avail. At this point, it became obvious that the live remote proctoring would not work out and I would need to take the test at an in person facility. I was told to wait 3-5 business days for the issue to escalate up the chain of command at PSI. After 5 business days, the NCC said that they had heard from PSI that I had a camera issue and that I would need to reschedule. Upon accessing my NCC acct to reschedule, it became clear to me that I was being told to pay an additional $125 on top of the initial $210 in order to reschedule. I asked NCC why this was necessary and they said it was because PSI said I was absent! I then called PSI multiple times letting them know that I was absolutely present and would definitely NOT be paying $125 for an issue outside of my control. They refuse to reschedule me and are fraudulently pumping me for an additional $125 even though it is THEIR platform that didn't work.
  

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/10/18) */
  PSI has coordinated with the relevant team the concern of the testing candidate. PSI will reach out to the testing candidate for updates.
  
  
  Business Response /* (-10, 7, 2022/10/19) */
  PSI conducted a thorough investigation with regards to testing candidate's concern, and it has been confirmed that the candidate's name is visible, but expiration date was blurry. Rules and guidelines are required to be followed during the check-in process.
  
  
  Consumer Response /* (3000, 8, 2022/10/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Unfortunately, PSI do not see eye to eye on "rules and regulations" being followed. Their feeling is that I somehow did not follow the rules and regulations which I did, down to the the letter. PSI DID follow up with me but stated that having a working webcam is solely my responsibility. I DO agree with this, but again pointed out that my system requirements checked out twice and that to every metric by which I can measure, my webcam was in perfect working order. I have used the webcam on my laptop for everything from Team Meetings to Zoom calls and it works perfectly. My question back to the representative regarding the methodology that I might have used to preemptively deduce that my webcam would not be able to focus tightly enough to view the expiration date was met with silence. I can only assume that these methodologies may include but not be limited to tarot cards, crystal balls, Ouija boards, precogs, or perhaps a Delorean with a wild-haired scientist saying, "Great**********! Your perfectly functioning webcam doesn't quite have the resolution needed to see text that is 2mm tall!" The representative mentioned that I should have had a back-up webcam. It's a mystery to me why I should need that if THEIR system compatibility check gave me the green light. How would I know if my backup webcam would have good enough resolution? Maybe I should have had a back up of the back up and then yet another back up? In any case, the end result of this is that their system gave me the "good-to-go" and I'm being penalized for not having prescient knowledge of something that literally nobody checks. Have you held tiny script up to your webcam to see if someone on the other side can visualize it, you know, just to test it out? I think not.
  
  
  Business Response /* (4000, 10, 2022/11/03) */
  The testing has been rescheduled for the exam.

• Initial Complaint

  Date:10/10/2022

  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 9/29/22 I scheduled and paid a fee to take my realtors exam, unbeknownst to me I had already exceeded my limits of test taking which I didn't become aware of until I went in to exam. Myself and the testing proctor where both left speechless. The proctor explained he put in a ticket with PSI explaining the situation in which I had to wait 24hrs to contact this organization. I reached out on 10/6/22 and was told by a rep that I couldn't receive my refund. On their pg it's states fees non refundable if due to one not being or time needing to reschedule and not doing it in the proper timeframe etc. yet this incident was one out of my control. I have asked for a refund to no avail and for some odd reason this institute is still doing business with all the negative reviews/backlash this business has seemed to accrue. Please someone needs to look into this as I thought businesses need to be professional honest and trustworthy, but all means this isn't one of those places.
  

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 5, 2022/10/18) */
  PSI will contact the testing candidate via email to get exam information to assist further.

• Initial Complaint

  Date:10/10/2022

  Type:Service or Repair 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.

  PSI recently took over the HiSET examination from ETS. They promised to copy over accounts with the same name and address from ETS so that details of previous examinations are counted. This has not occurred, and I cannot get any answers from PSI about it.
  
  I took four of the five HiSET exams with ETS and the final one with PSI. I should already have my diploma*, but because PSI have not correlated my old results, all I have is a report from PSI saying I have taken one exam and not passed the HiSET, and another report from ETS saying I have taken four exams and not passed the HiSET (see attachments).
  
  I have tried to contact PSI via the official support channels, and received replies that are so irrelevant to the situation that it's difficult not to see them as attempts to stall for time. I resorted to contacting PSI over social media, as others in similarly frustrating issues have also done. PSI's reaction has been to lock down their social media posts so that people can no longer comment and highlight the issues (see https://www.facebook.com/HiSETexam).
  
  All I want is for somebody to fix my HiSET results and send them to the state, and for PSI to update students and teachers about the current situation instead of just declaring it a success. Due to delays I also think that students should be reimbursed for examination fees, as PSI is not fulfilling their mandate. If there is a delay in copying over the old data then that is understandable, but people should be told instead of being left to guess whether they will ever be able to get their results or take their exams.
  
  At this point I can only guess at whether the state has received my full, combined results, by sending them a check and request for transcription. It is a waste of my time, their time, and more of my money.
  
  * (the original goal was for me to get this quickly with the HiSET instead of waiting months to get my transcripts from the UK education system. This situation is delaying my college application)
  

  Business Response

  Date: 12/19/2022

  Business Response /* (1000, 5, 2022/10/19) */
  PSI has created a ticket to have the tester's multiple accounts (ETS HiSET ID and PSI HiSET ID) combined in our system.
  
  
  Consumer Response /* (3000, 7, 2022/10/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I confirm that the accounts have been combined, however, that isn't useful for me until I know when my results have been sent to the state so that I can receive transcripts. The website still says that I have not passed the HiSET so I have no confidence that this has been fully rectified.
  
  
  Business Response /* (4000, 9, 2022/11/10) */
  PSI has escalated the concern. We will contact the testing candidate to provide an update.
  
  
  Consumer Response /* (4200, 11, 2022/11/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Not yet contacted, and feeling like they're just trying to reinsert me into the hopeless support system as I was from the start.
  
  
  Business Response /* (4000, 13, 2022/11/28) */
  PSI sincerely apologizes for the inconvenience. PSI is working around the clock to solve the issues. Rest assured that PSI is doing its best to improve the services provided to the test takers.
  
  
  Consumer Response /* (4200, 15, 2022/11/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is just the same canned response their support system gives.
  
  
  Business Response /* (4000, 17, 2022/12/08) */
  All of the results have been sent. We are now just waiting on diploma sender to send the diplomas to the test taker.
  
  
  Consumer Response /* (2000, 19, 2022/12/16) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:10/07/2022

  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.

  My husband ***** is in process of testing for his contractor liscense. We were assigned this test center to go through to scheduling the test. ***** had only until 10/16/22 to test, or else he would have to pay and restart process for his licenses and testing. Since 9/23/22 we have been calling the scheduling department and have gotten the run around and they have not scheduled his test. We have tried emailing corporate to get some assistance and now replies. We have a lot of money to loss and the company seems like they send all their call to off shore services and do no longer offer and online service for self scheduling either. This business is inadequate in handling the demands for testing candidates.
  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/10/10) */
  PSI would like to assist you with this issue. We highly suggest letting the testing candidate contact us directly to assist further with the concern. The testing candidate can email us at ************************

• Initial Complaint

  Date:10/05/2022

  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 scheduled an online exam and when I logged in the proctor told me that I cannot take my exam because my name did not match what was on the records. My name is ************** and I go by ************ I believe this is a scam by the company They did not allow me a refund it is absurd. I called the company to see if I can schedule a test within the timeframe I needed to complete it by they were completely unhelpful would not give me a supervise your name I did not care about anything I had to say. This is by far one of the worst ran companies I have experienced in my life. There is zero customer service and they're only worried about getting the payment for their test and they try to make it difficult so that customers have to pay for the test and then deny them when it's time for the test because of small idiosyncrasies. I am sure that this request will not be answered but this company is an abomination and needs to be held accountable
  

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 5, 2022/10/18) */
  We contacted the testing candidate via email to get contact details and exam information to assist efficiently.

• Initial Complaint

  Date:10/03/2022

  Type:Service or Repair 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.

  Not getting the product that I have paid for and provided the documentation for
  I re- registered for exams in February 2022 via certified mail. And did not recieve a email stating that I was eligible to take the test until Late May 2022. But here's the kicker. They mailed me a piece of paper saying that I was eligible to take the test. I did not recieve any email. Then they backdated my profile to reflect the last test I took 10/20/2021 I should have until May of 2023 to test. The paperwork that I used to register reflects February 2022. My profile needs to be updated and your representatives continue to hang up the phone on me and state "they can't hear me".
  I haven't been disrespectful at all. I just don't understand why customer service and the other department that they alway say will get back to you in 5 to 7 buisness days doesn't do that at all. Resolve it! I didn't want to come here
  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/18) */
  PSI has escalated the concern. We will contact the testing candidate to provide an update.
  
  
  Consumer Response /* (3000, 7, 2022/10/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Haven't heard anything from them. No calls, emails, nothing.
  
  
  Business Response /* (4000, 9, 2022/10/31) */
  PSI will contact the testing candidate to provide feedback regarding the concern and to assist with scheduling the examination.
  
  
  Consumer Response /* (2000, 11, 2022/11/01) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Psi has resolved the issue. Thank you!

• Initial Complaint

  Date:09/28/2022

  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 was scheduled for a proctored exam through PSI for the RE course completion at 6am 9/28/22. I completed the device compatibility testing, connected with my proctor, completed the verification process, completed the scan of my room, desk, calculator, writing utensils and scratch paper. The proctor verified all of my tools and connected to the test. After completing ALL test questions, I went back to review the ones I marked before submitting the exam. I had been using my calculator throughout the entire test. During the review, I picked up my calculator once again to recalculate the problem and make sure my math was correct. At this time, I was kicked out of my test and received a notification that indicated my test was terminated. I was forced to either click the termination button or the test would terminate automatically within seconds. Not knowing what really happened, I tried to log back in to get information. I received an error that there was an issue with my registration and I needed to reschedule my exam, along with a code that read EXAM_COMPLETE. After contacting the number provided, an escalation ticket to IT was opened and I was advised to contact IT. When I reached someone in IT tech support, he told me the proctor terminated my exam because I was recording/taking photos of my computer screen. I'm not sure how I could record my screen with my calculator! My calculator had been used throughout my exam in the exact way I was using it to recalculate during my review. The IT department sent me to the Candidate Support Department. As I'm explaining what happened for the third time -- to the third person -- she tells me she is opening an escalation for investigation which will take 1-3 days. When I asked to speak with a manager, I was told none were available because they were all in a meeting. No resolution was offered and my exam is not complete. Can't help but wonder if they do this to force candidates to pay additional fees.
  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/10/13) */
  PSI is investigating the concern and will reach out to the testing candidate for updates.