Complaints

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

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• 

  ACT Inc.

  500 ACT Drive Iowa City, IA 52243-9003

• 

  ACT Inc.

  P O Box 168 Iowa City, IA 52243-0168

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:02/08/2023

  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 daughter *************************** has taken the ACT test many times. She is finally a senior and we are ready to apply for scholarships. Several of the organizations I belong to require the applications be hand delivered by the member of the organization. We paid for these ACT tests and their revised website no longer allows for us to download the results anymore. But this was an option not too long ago and changed these policies without any permission or acceptance on our part at all. I was able to download these in the past and also did the same when I applied my older daughter a few years ago too. I've called and emailed multiple times and they refused to provide my official ACT scores for a test that we paid for with our own money. This should be illegal since we took the test and paid to get the official results downloaded. This will hinder my ability to fully complete the scholarship application and get a chance for my daughter to receive it. She will be disqualified with just a screen print that is not official. I am asking for the official ACT transcript provided that we paid for or refund our money if they refuse to help. Their customer service does not speak fluent English and quite frankly not very friendly to the customers needs at all.

  Business Response

  Date: 02/10/2023

  To Whom it May ******************* is in response to the Better Business Bureaus letter to ACT, Inc.

  ACT's policy states that legal-aged examinees must have given documented permission for anyone else to speak with ACT on their behalf.

  In general, all score recipients must have a 4-digit code with ACT for secure electronic score accessing. 

  We no longer provide personal copies to ensure score integrity.

  Please let us know if we can provide any further information.  If no further information is needed, we would appreciate notice when the matter has been closed.

  Thank you,

  ***

  Customer Support

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 19364291
  
  I am rejecting this response because we are applying for scholarships that require us to turn in the official score printed manually.  If the member of the organization does not turn in all materials required, we are denied the scholarship.  This new policy they implemented was NOT in place at the time we took those ACT scores and unfair to simply change the policy AFTER we accepted and agreed to take the test.  We paid for the test, but not being provided with a copy of our own scores is ridiculous. This will cost us thousands of dollars because of their new policy and legally they should be bound to the old policy for the tests we took before this was changed.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/13/2023

  To Whom it May ******************* is in response to the Better Business Bureaus letter to ACT, Inc.

  We stand by our original response.

  Please let us know if we can provide any further information.  If no further information is needed, we would appreciate notice when the matter has been closed.
  

  Thank you,

  ***

  Customer Support

• Initial Complaint

  Date:11/08/2022

  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.

  My daughter took the ACT on 10/22/2022. She was given a calculator by her high school (TI-Inspire non CAS), which is on the approved list from ACT. Upon arriving at another local high school to take her test, her calculator was taken from her with the explanation that it was not on the approved list. She was given a substitute calculator, but it did not have all the functions needed for the test. Not to mention that she was unfamiliar with this particular calculator and trying to use it during a timed test. Actually, all the students from her high school that tested at this location on this date had the same experience. I filed a complaint with ACT, but they are unwilling to make any accommodations for these students or my daughter because a substitute calculator was issued. My daughter's composite score went down 3 points since last spring with her math score alone dropping 6 points. This obviously affected her and lowered her score. I have spoken with a supervisor at ACT and pleaded my daughter's case that she was never given a fair shot on this exam. They have asked that I send them a picture of the calculator, even though I provided them with all the necessary information the day I filed the complaint (10-24-22). She even said that even if I do, nothing is likely to change. I am very upset that I paid approximately $100 for this test, and my daughter was very clearly discriminated against as well as her fellow classmates. I cannot understand how ACT can investigate this and not make amends for these students. We fellow parents that filed complaints were informed that our students would most likely either receive a refund or a free test, and either option would be acceptable. What is not acceptable is ACT taking our money, overlooking clear violation of policy, and still not making any amends for my student.

  Business Response

  Date: 11/10/2022

  To Whom it May ******************* is in response to the Better Business Bureaus letter to ACT, Inc.

  The parent's concern has been investigated.

  ACT stands by the test center decision.

  The parent has been informed there will no adjustments.
  

  Please let us know if we can provide any further information.  If no further information is needed,we would appreciate notice when the matter has been closed.

  Thank you,

  ***
  

  Customer Care

  Customer Answer

  Date: 11/11/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  Even though I do not agree with the decision, I will accept that they are not going to take action.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/12/2022

  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.

  I was suppose to test on 09/10/2022. Unfornately, I had a parent that died. I am devasted and I contacted ACT and was told that someone would respond to my email but of course noone responded. So I had to stop trying to plan the funeral and contact ACT again. After telling them what happened...I was on hold for ever and the agent came back to the phone trying to convince me to change the date. I informed him that I could not focus on that at this moment because the death was unexpected and I had to plan the funeral and that I was having a hard time. I also informed him that I withdrew from school because there was no way that I would be able to focus on school at this time. He went to the website and continued to try to convince me to change dates and I informed him again that I could not focus on that and that I would have to also grieve my parent because it was all to much for me. He told me that I could not have a refund and that I could call him back. It's disgusting that there are no policies in place that would help students. They continued to pressure me to reschedule until I just broke down in tears because this is all to much. I am devasted and this is awful.

  Business Response

  Date: 09/13/2022

  To Whom it May ******************* is in response to the Better Business Bureaus letter to ACT, Inc.

  Condolences have been extended to the customer.

  The customer has been informed the September 2022 registration has been released for refund to the credit card of purchase and should be seen within 15 days.

  The customer now has a direct ************************ should future issues arise.

  Please let us know if we can provide any further information.  If no further information is needed,we would appreciate notice when the matter has been closed.

  Thank you,

  ***

  Customer Care

• Initial Complaint

  Date:09/02/2022

  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 minimal communication and efforts to contact us, the parents, after what ACT says they have exhausted all options with my son, ACT has canceled his test scores based on insufficient evidence. After becoming aware of the cancelation, very late in the process (a separate event), we are trying to reinstate the scores as stated in the ACT test guidelines at their sole discretion. There is not substantial evidence or even evidence that supports that these scores should be canceled. Only an increase, which we have stated to ACT that we have tutoring logs, a high school transcript and letters from both his tutor and school counselor that support this increase in scores. As well as the increase of scores in July 2022. ACT knows that every point matters for so many reasons, and we are very upset with their willingness to work with us to get his scores reinstated. We feel that they did not look at the account thoroughly to see a parent name listed with an email to reach out to us. We feel that they did not make many attempts (only 2 letters, and one phone call which my son believed was a scam)). We have documentation with ACT as well with the correspondence between *************************** assistant. The *** *********************** and COO ******************* have refused to directly speak with us regarding the matter as well, which speaks volumes about the organization. Our son is a minor, and we feel that he was taken advantage of by a corporation, when he didn't know the process or rights. We are filing this in a hope that ACT will assist us in reinstating his test scores. We have attached transcript, letters to ACT and the session logs from the tutor.

  Business Response

  Date: 09/06/2022

  To Whom it May ******************* is in response to the Better Business Bureaus letter to ACT, Inc.

  The customer's complaint has been thoroughly reviewed at the highest level; an irreversible decision made.

  ACT has closed the matter.

  Please let us know if we can provide any further information.  If no further information is needed,we would appreciate notice when the matter has been closed.

  Thank you,

  ***

  Customer Care

  Customer Answer

  Date: 09/08/2022

   
  Complaint: 17897749
  
  I am rejecting this response because: ACT contends that they've followed their procedures and that is enough for them.  First, we don't believe that's enough.  Second, there's plenty of specific points that they have not followed their own procedures.  Most recent example - when asked about a letter informing us that our scores were canceled August 1, 2022, they provided (upon prompting) a PDF copy of the letter.  We indicated that this letter was not received.  September 7, 2022, we received a copy of this letter in the mail.  The postmark is September 2, 2022 and the letter is dated August 1, 2022.  One could only speculate that it is our inquiry that prompted them to send this letter having noticed that it was not ever mailed.  A second example, is that the addresses on this most recent letter received and the envelope it was mailed in, do not match.  In this case, the letter address is correct and it arrived to us. ACT has stated that they have numerous addresses on file for us, when we have only ever submitted one.  ******* leading us to believe that multiple past correspondences have been mailed to the wrong address and we have not received.  ACT has demonstrated a pattern of saying certain things that are inaccurate.  This letter is the most recent example.  They also indicated through the course of our verbal conversations that "Several phone calls were attempted", however, we received no such phone calls.  Nor was ****'s mother, ******* contacted via email and her email is listed on the account to make us aware of this situation.  Whether they were sent, not sent to the right address or something, we can only guess at this point.  Our point simply is with this additional information, coupled with ongoing information provided about ****'s test taking abilities, tutoring this past school, year, emails from the high school counselor and tutor, as well as his current transcript, and the fact that ACT has never addressed why August 1st was a date that was the final date to address this issue, we believe it's correct, fair and the right thing to do to reinstate ****'s February 2022 test scores. (copies of the letter and envelope along with any other documentation can be sent under separate cover due to privacy with addresses contained)
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/09/2022

  To Whom it May ******************* is in response to the Better Business Bureaus letter to ACT, Inc.

  We stand by our original response.

  Please let us know if we can provide any further information.  If no further information is needed,we would appreciate notice when the matter has been closed.

  Thank you,

  ***

  Customer Care

• Initial Complaint

  Date:08/17/2022

  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.

  I did my ACT exam in June in my email that I used for that and registered was ********************* then I did the *** subject tests which involves doing eight subjects/8 exams separately as international schools overseas do require that, and for that I made registration using a different email which is ******************* I was able to access both accounts separately and see the results, I did get four of these eight exams results back and was waiting for the other four so that I get all the results back and I submit them to the universities to consider me for this academic year.Then all of a sudden on July 23, I get an email from them telling me that we have combined the accounts, and you can now login to your ACT account and see all the results under one login which is the Hotmail one.So when I go and login using the Gmail account like I did before, it tells me that the email does not exist, and when I login to the Hotmail account I only see the results that I took back in June and that were originally registered to the Hotmail account, and all the subject tests including the four that I was able to access and I got the results for initially and the other four that I was just waiting on and the results are out by now, disappeared, so I cannot access any of my eight tests that I took on the account that was registered to the Gmail account that they claimed to have been combined with the Hotmail. You could try that and see. I did email them at least 15 times over the past 3 weeks and I had many phone calls internationally with them telling them the situation and they kept asking me to clarify more every time by asking me to type both emails again though I did mention this in every email that I did send to them. They finally escalated my case to a supervisor and this was last week and I have not heard anything from them. My problem is that the universities application deadline is coming and I may lose my chance for a college for a whole year if I don't get them.

  Business Response

  Date: 08/19/2022

  To Whom it May ******************** style="font-size: 0.875rem;">This is in response to the Better Business Bureaus letter to ACT, Inc.
  

  The customer's account access to all prior testing has been addressed by multiple resolution teams.

  The customer has a direct ************************ for any additional issues.
  

  Please let us know if we can provide any further information.  If no further information is needed,we would appreciate notice when the matter has been closed.

  Thank you,

  ***

  Customer Care

• Initial Complaint

  Date:08/08/2022

  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.

  My daughter lives in ********** and will be going to one of the ********** of California schools. She purchased the $63.00 test with the understanding that she would need this test but it was never disclosed on ACT's website that test scores will not be reviewed and considered by ********** of California schools. While I understand ACT's policy is not to refund payments, I believe they have misled people in buying the test because they did not disclose that test scores for ********** of California schools. If my daughter would have been notified on the ACT website when buying the test that this was the case with ********** of California schools, she would have never made the purchase and I would not be requesting a refund via BBB.

  Business Response

  Date: 08/08/2022

  To Whom it May ******************* is in response to the Better Business Bureaus letter to ACT, Inc.

  The customer has been thanked for informing of the state's university system admission by exam policy.

  The September 2022 registration payment has been released for refund to the credit card of purchase.

  The customer now has a direct ************************ for any future issues.

  Please let us know if we can provide any further information.  If no further information is needed,we would appreciate notice when the matter has been closed.
  

  Thank you,
  ***
  

  Customer Care

  Customer Answer

  Date: 08/09/2022

   
  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,
  
  *****************************