Complaints

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

close

Find a Location

CompTIA has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  CompTIA

  3500 Lacey Rd # 100 Downers Grove, IL 60515-5439

• 

  CompTIA

  5601 Green Valley Dr STE 300 Bloomington, MN 55437-1099

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:11/22/2024

  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.

  I took the CompTIA CySA+ exam on 11/15 and passed it. This was on a Friday. ******* doesn't allows exams on the weekend so its impossible to take the exam on the weekend. 11/15 was the date my previous certs were set the expire which is why I took the exam to get them renewed. CompTIA claims I passed on 11/16 but that's impossible and its pretty fraudulent to state I passed on the 16th when my receipts prove I took the exam on the 15th. No where on comptias site does it say if you take the exam later in the day and pass that it will count as passed the next day. Essentially, CompTIA stating I passed the exam on the 16th means my other certifications wouldn't be renewed which is unjust. I did not pass the exam after the expiration. I tried to email customer service to correct the issue but they couldn't help but customer service really cant do much. They are just being told what to say and do to close the ticket. This is really an issue direct towards CompTIA. They cannot get around the fact that the test isn't offered on the weekend so they cannot claim I passed on the 16th. Also, this is an example, if I took the exam on 11/14 at 8pm, would they still say I passed on 11/15? And then what? You would still lie about the expiration?I also only received emails about my other certs no longer being valid on the 16th which means my certs were still valid on 11/15 and were able to be kept on my LinkedIn on the 11/15. The wording on the CompTIA site is vague and has no answer in regards to issues like mine. Its pretty much impossible to claim I passed on the 16th when the 16th is on a weekend and there was no way I could have taken the exam on the weekend. My other certs were still valid on 11/15, I passed the CySa+ on the 15th which should have renewed my other certs. This needs to be corrected.

  Business Response

  Date: 11/26/2024

  Complaint ID: ********

  ******* VUE ******* exams every day of the week. You took and passed the CompTIA CySA+ on November 15, 2024, but because of the time of day you took it and the time zone, it didn't upload to your CompTIA certification account until November 16, 2024. Since we were able to verify that you passed the exam on the 15th, we have renewed your certifications.

  Customer Answer

  Date: 11/27/2024

   
  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:11/22/2024

  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 paid $1165 to CompTIA for online training for a computer class. The access key they emailed me didn't work. I called and emailed multiple times. I've only receive 1 email a day, and still have not been able to access the course. I've asked for a refund so I can use that money to enroll in another course with another company. They are lagging still with general responses such as it's being elevated to the next level. I want to receive my refund but I have no status or updates. This is hurting me and can cost me my job if I don't get specific certifications. 

  Customer Answer

  Date: 11/22/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:11/16/2024

  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.

  Dear CompTIA,I am writing to express my dissatisfaction with the quality of the CompTIA A+ exam I recently took, and to formally file a complaint about several issues that I encountered during the testing process.First, I took the exam twice and, unfortunately, failed by only a few points each time. However, what was particularly concerning was that many of the questions on the exam were not included in the study materials or guides provided. As a result, I found myself unprepared for a number of questions, despite having spent considerable time studying the official resources.Additionally, I observed multiple instances of misspelled words throughout the exam. Given that this is a professional certification exam, which costs $250 each I expected a much higher level of quality and attention to detail. Misspelled words on such an important exam reflect poorly on the standards of your organization and are *************** make matters worse, when I contacted CompTIA customer support to file a complaint, I was told that I could pay an additional $50 to have my exam manually reviewed. I find this response to be unreasonable and unfair, especially considering the issues Ive outlined regarding the exams content and ********** a paying customer, I believe I am entitled to a fair and high-quality testing experience. I strongly urge you to review and improve the quality of the exams you offer, ensuring that they align with the study materials and that they are free from errors. Additionally, the practice of charging extra fees for manual scoring should be reconsidered.I hope you take my concerns seriously and take the necessary steps to improve both the quality of your exams and your customer service.Thank you for your attention to this matter. I look forward to your response.

  Business Response

  Date: 12/02/2024

  Complaint ID: ********

  CompTIA, as well as other training providers, cannot guarantee that a specific course or learning tool alone will ensure a passing exam score. Success on the exam depends significantly on an individuals prior knowledge and experience. It is possible for candidates to take the exam multiple times before achieving a passing score.
  

  All CompTIA training materials are designed to cover the exam objectives. Upon reviewing your account, I do not see any record of you purchasing CompTIA training for the exam you took. If the training was purchased under a different email address or by someone else, please provide those details. Additionally, if you believe there were exam objectives not covered in the training materials you used, kindly provide a copy of your score report showing the areas where you had incorrect answers, along with the training materials you used to prepare. This will allow us to investigate further.

  
  Regarding your concern about potential misspellings on the CompTIA A+ exam, we have not received any reports of such issues from the thousands of candidates who have taken this version of the exam. However, we will review the exam content to ensure there are no errors and make corrections if necessary.

  
  Finally, the fee for manually scoring an exam is in place because it requires a staff member to dedicate time to re-evaluate an exam that has already been scored accurately. CompTIA collaborates with industry Subject Matter Experts and ****************** to establish defensible and auditable scoring criteria. We utilize specialized technology and software to ensure that every exam delivered through ******************* platform is scored with 100% accuracy. Additionally, all CompTIA exams undergo routine performance analysis by professional psychometricians with advanced degrees in their field. These analyses are further reviewed and audited by **** auditors. To date, there has never been an instance of an exam being scored incorrectly. Our exams are accredited, and to maintain this accreditation, we adhere to strict standards to ensure accurate scoring from the outset.

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 22567019
  
  I am rejecting this response because: I am writing to formally request the reopening of my complaint against CompTIA, as the issues I initially reported remain unresolved.
  On Monday, May 12, I resubmitted my concerns directly to CompTIA as advised. I was told to allow a 72-hour window for a response. I followed up on Wednesday, May 14, and again on Friday, May 16, but received no updates. I later contacted a manager who stated they would escalate the matter to their Tier 2 team. Despite these efforts, as of todayWednesday, May 21I have yet to receive any resolution or meaningful communication.
  My concerns involve numerous errors, technical glitches, and misspelled words found in CompTIA's professional certification exam. These issues significantly impacted my test-taking experience. As a result, I am requesting either a full refund or a voucher code to retake the exam. I believe it is unjust for test-takers to bear the financial burden for errors that are clearly the responsibility of CompTIA.
  The lack of accountability, poor communication, and inadequate customer service I have experiencedcoupled with similar complaints from other test-takersmake it clear that this is not an isolated incident.
  Given that my concerns have not been addressed and that I continue to receive vague or no responses from CompTIA, I respectfully request that my original BBB complaint be reopened for further investigation.
  Thank you for your time and assistance.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 05/27/2025

  Complaint: 22567019

  As stated in my previous response, our training material covers all of the exam objectives. We cannot guarantee that anyone who purchases our training material to study for an exam will pass the exam. In addition, we did not find any misspellings or errors in our exams. We are experiencing a backlog of tickets, so it did take us a while before responding to the ticket you opened when it was escalated. For that reason, we are offering you a 50% discount on a voucher.

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 22567019
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

  Hi ********,

  
  Good afternoon, and thank you for taking the time to respond.

  
  Im writing to formally express my concerns regarding ongoing issues with the CompTIA 220-1101 Core 1 exam. Ive encountered multiple errors and glitches during the testing process, and Im unsure whether the issue lies with ******* VUE or test administration in other regions. Regardless, it is unacceptable for a certification exam held to such high professional standards.

  
  Unfortunately, the support Ive received from the customer service team so far has been insufficient, which is why I wanted to reach out directly. These technical problems are not isolatedIve spoken with several other test takers who have experienced similar issues. As a result, its clear this is a broader problem that needs to be addressed.

  
  I believe that CompTIA should take full responsibility for ensuring the quality and reliability of its exams, especially given the high cost of registration and retakes. While I appreciate the assistance Ive received from my state with covering retake fees, the core issue remains unresolved.

  
  At a minimum, I urge CompTIA to investigate these complaints thoroughly, correct any existing technical flaws, and consider issuing vouchers to affected candidates as a goodwill gesture.

  
  As this matter has not yet been resolved, I will be reopening my complaint with the BBB. I hope this message encourages meaningful action on your part to ensure future test takers are not impacted in the same way.

  
  Thank you again for your time and attention.

• Initial Complaint

  Date:10/31/2024

  Type:Order 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 scheduled to take a CompTia exam today 10/31/24 and was not able to start the test due to it being in Spanish. I only speak English. I informed the ******* and she looked in to the issue for me. She informed me the test had to be revoked and I was not able to take it. I never signed the candidate agreement presented before the test started because it was in Spanish. I never even started the test nor was I ever told that I would be taking a Spanish test. CompTia showed me that I selected the Spanish/modern whatever that is??? CompTia told me the Security+601 exam expired at the end of July and that the 701 exam could be used if it wasn't expired. My voucher has not expired but they refuse to let me take the 701 version and told me to purchase another voucher. I haven't even used the first voucher yet. When I signed up for the 601 exam no one told me it would be reverted to the Spanish version. Why would anyone pay $400 for a test they can not even read?? My voucher expires tonight at midnight for a test I was not even allowed to take. A new voucher needs to be assigned for a test that is available and stop allowing people to sign-up for a test that doesn't exist and keep their money. The agreement was never signed and the test was never started. 

  Business Response

  Date: 10/31/2024

  Complaint ID: ********

  Candidates schedule their own exam and select the language they want to take the exam in. If they schedule for the wrong language, exam, etc. they have 24 hours prior to the exam date to reschedule because they receive an email confirmation with their exam details that should be viewed to ensure the information is correct. If they see that something is incorrect, they should cancel the exam and reschedule.

  In viewing the account, it appears that ******* VUE canceled the exam without forfeiting the voucher which means the voucher can be used to reschedule in the correct language if the voucher hasn't expired.

  Customer Answer

  Date: 11/01/2024

   
  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.
  ******* emailed me a new voucher to use for the correct version of test.  I appreciate the quick response with both parties and look forward to working with each of them in the future. 
  Sincerely,
  
  ****** ******-******

• Initial Complaint

  Date:10/16/2024

  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 initially ordered a Security+ Exam voucher with a re-take from CompTIA. However, I have experienced issues in scheduling my re-take for the Security+ SY0-601 exam. I had a voucher with one existing re-take available. However, I am unable to select SY0-601 in English. When attempting to schedule for SY0-701, the option to select English is made available. However, it states that I must use the voucher code only for the same exam that I have previously taken, which is SY0-601. Therefore, I was unable to claim the the re-take voucher which had been paid for.

  Business Response

  Date: 10/18/2024

  Complaint ID: ********

  The CompTIA Security+ SY0-601 exam objectives retired on 7/31/2024. The CompTIA Store, ****************************************************************************************, provides clear details regarding the voucher terms and conditions. Vouchers must be used within 12 months of purchased or before the exam objectives retire. We advise customers to visit our website, Security+ (Plus) Certification | CompTIA IT Certifications, to view the launch and retirement dates before purchasing.

  What is an Exam Voucher?
  A CompTIA exam voucher is a unique code that will enable you to take your exam at an authorized CompTIA ************ Provider. Exam vouchers are used similar to a gift card. For example, employers often use vouchers to pay for their employees exams or parents may purchase vouchers for their children.

  Exam Voucher Details
  1. Vouchers are non-refundable and non-returnable.
  2. One voucher is applicable towards one exam at an authorized CompTIA ************ Provider.
  3. All vouchers, including any retakes, are valid for 12 months from the date of purchase unless otherwise noted.
  4. You must register and take your exam prior to the voucher expiration date.
  5. Voucher expiration dates cannot be extended under any circumstances.
  6. Certification exam retirement dates supersede voucher expiration dates. CompTIA may retire certifications and corresponding exams prior to voucher expiration dates.
  7. Visit the CompTIA website for certification exam information, including exam launch and retirement dates.
  8. Vouchers are country and currency restricted.
  8. CompTIA and the participating test providers are not responsible for lost or stolen vouchers.
  9. Vouchers cannot be redeemed for cash or credit.
  CompTIA vouchers may not be resold.
  

  Additional Order Information
  1. Order information will be emailed within 3 - 4 hours from purchase.
  2. You will receive two emails. The first email will be your order confirmation and the second email will include your exam voucher, the voucher expiration date and voucher terms and conditions. Check your spam, junk and promotional folders.
  

  Redeeming Your Voucher
  Redeem your voucher to schedule your CompTIA certification exam on the ****************************************

  If the voucher has not expired, it can be used to take the Security+, SY0-701 exam.
  

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 22433373
  
  I am rejecting this response because:
  
  Although the business states: 

  Redeeming Your Voucher
  Redeem your voucher to schedule your CompTIA certification exam on the ****************************************
  If the voucher has not expired, it can be used to take the Security+, SY0-701 exam.  

  I have opted to attempt to schedule an exam for the Security+ SY0-701, since at the time my voucher was valid and not expired. However, the scheduling system noted that my voucher was not valid for the Security+ SY0-701 either. Therefore, the only option that I was given when redeeming my voucher was to schedule an exam for the Security+ SY0-601 in foreign languages such as Spanish, Japanese, Portuguese, and Thai. All of which are languages that I am not fluent in, as English is my native language. 

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

  Business Response

  Date: 10/21/2024

  Complaint ID: ********

  If you used the voucher for the SY0-601 and failed the exam, it cannot be used for the SY0-701 exam. As stated in our voucher policy, the retake can only be used for the version of the exam failed.

  Exam Retake Details
  

  *For voucher purchases that include a retake, if you fail the exam on your first attempt use the same voucher to register and retake the exam.
  * All vouchers, including any retakes, expire 12 months from the date of purchase, unless otherwise noted.
  * The retake is only valid for the same exam version that you failed. You cannot use the retake for a different version of the exam.

• Initial Complaint

  Date:10/13/2024

  Type:Order 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 am writing to express my serious dissatisfaction with CompTIA's certification program. For almost a YEAR, I have invested significant time and money preparing for the exam, taking it twice and failing both times. Each attempt included questions that were not covered in the official study materials, and horribly worded questions resulting in my failure by 30 points. This discrepancy is unacceptable. When I raised my concerns through my schoolwhere this certification is a required componentI was shocked to learn that CompTIA is aware of these issues yet has no plans to address them. This lack of accountability is infuriating and undermines the integrity of your program.CompTIA's approach not only jeopardizes the livelihoods of individuals seeking certification but also reflects poorly on your reputation as a credible organization. The time and resources I have wasted on this flawed program have caused me considerable stress and frustration. Additionally, the inability to leave an official review on your website is concerning. Transparency and constructive feedback are essential for improvement, and your policies suggest a lack of willingness to engage with your customers.I urge you to take responsibility for the shortcomings in your study materials and provide a resolution for affected candidates. Your current practices are DISGRACEFUL and need urgent attention.

  Business Response

  Date: 10/14/2024

  Complaint ID: ********

  We are not able to confirm that ****** M, ***********************************, took our exam because there is no one in our database with that email address. Unless another email address was used to purchase the training material and take the exam, we cannot confirm whether or not the training material used covered the material on the exam. However, CompTIA training material covers all information needed to pass the exam. CompTIA nor any other training providers may state that a specific course or learning tool alone will ensure a passing exam score, as that depends significantly on ones experience and prior knowledge.

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22418350
  
  You would not find an account under the email I provided, as that is not the one associated with my CompTIA account. It is my school email. Additionally, I did not reference third-party materials in my original complaint. My concern was strictly with the inaccuracies in the materials YOU provide, and I addressed this issue with my school, where CompTIA acknowledged the discrepancies but indicated no intention to correct them. This aspect of my complaint seems to have been entirely ignored in your response. To clarify, the materials you provide are contradictory. Specifically, the practice tests incorrectly mark answers, leading to significant confusion and hindering my ability to effectively study. It is impossible to properly prepare for an exam when an answer is marked correct one time and incorrect the next. Furthermore, I am fully aware that official exams are more challenging than practice tests. My concern is that the exam featured questions on topics that were not covered in the provided materials. Despite these discrepancies, my request to have my test score honored was denied.

  The financial burden this has placed on me, as I continue to spend money on your courses due to your carelessness, is frustrating and unacceptable. This course is critical for my graduation, and CompTIA's lack of accountability is directly holding me back from achieving my goal. I trust this explanation has clarified the specifics of my complaint. I do not believe my request for accurate materials and fair consideration is unreasonable. I would appreciate a serious effort to resolve this matter, as I expect better from an organization of your standing.
  
  
  Sincerely,
  
  ****** M

  Business Response

  Date: 10/15/2024

  Complaint ID: ********

  When investigating BBB complaints, we attempt to find the complainant's account in our database which is why I said we weren't able to confirm you took our exam, or that you may have used another email address in which you have confirmed doing. As mentioned, our training material covers all of the information needed to pass the exam, and if are disputing otherwise, you must submit a help request ticket, *************************************************************, so we can locate your account, verify your purchase, and you must provide the exam objectives you say were not covered on the exam so that we can investigate. Please note that our certifications are **** accredited and to maintain our accreditation, we must follow the **** guidelines so our training must cover all the material presented on an exam.

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22418350
  
  I am rejecting this response because: I am a student at **************************** and the account information associated with this issue is under ****** **********, **************** As a student enrolled in a required course, I do not have an invoice to provide, as the course is part of my tuition. To be precise, *** operates on six-month terms, and I have now spent nearly a year on this course, equating to over $4,000 in tuition costs.

  To clarify, I cannot provide a list of questions that were not covered in the course materials, as these unfamiliar topics appeared briefly during my exam. I do not have access to my official exam, and it is unreasonable to expect me to remember specific questions from a test I took months ago. Furthermore, pointing out contradictory information in your provided practice materials would require me to manually compare over ***** questions from the 24 practice exams I have completed. This is an unrealistic expectation for a student and frankly, it is not my responsibility to correct your errors.

  Additionally, I am far from being the only individual experiencing these problems. Numerous students, both within *** and elsewhere, have reported similar issues with your materials, which have persisted for an extended period. Given your programs ANSI accreditation, I am baffled by the lack of accountability and care shown in addressing these errors.

  I must also express serious concern over your unwillingness to fully address these complaints. How can I trust that you will thoroughly investigate your own materials and take proper corrective action when these inconsistencies have already been acknowledged? At this point, it is unclear what remains to be "investigated." The errors have been identified and acknowledged, yet no substantive action has been taken to correct them.

  I will be filing this complaint through your website with the relevant BBB information attached as asked, but please be advised that your response is wholly inadequate and will not be accepted as a resolution. I expect a more appropriate and responsible approach to addressing these critical issues moving forward.
  
  Respectfully,
  ****** *. **********

  Business Response

  Date: 10/16/2024

  Complaint ID: ********

  You must still submit a help support ticket and provide the email address you used to take the exam so we can locate your account.
  

  Our exams have up to 90 questions, and to maintain the integrity of our exams, CompTIA does cannot discuss specific exam questions so we're not asking for you to provide specific exam questions as actual exam questions will never be presented in a training course, nor should they ever be included in any other training materials on the market. You received a score report that show the exam objectives where you had incorrect answers. You must provide those exam objectives that you say were not covered on the exam. 

   

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22418350
  
  I am rejecting this response because: Once again, I feel as though you are not listening to and or comprehending my complaint. In my last response, I clearly stated that I would be submitting an official complaint through your support system as asked, which I have now done, and attached the correspondence from this ongoing issue. Additionally, at no point did I ask or expect you to reveal confidential official test questions. 

  Moving forward, I will be awaiting a response from your support team, as this current exchange is proving ineffective and is taking me nowhere.

  Sydney *. **********

  Business Response

  Date: 10/17/2024

  Received an error saying one of the attachments didn't go through.

• Initial Complaint

  Date:09/11/2024

  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 am writing to request a retest for my CompTIA certification exam, which was unfortunately interrupted due to an unforeseen incident during the check-in process. Before the exam, even began, my computer was knocked over by my dog. Rendering me unable to be on camera for 5-10 seconds during the check-in process. As this occurred during the check-in process, the exam had not yet officially started. Given the situation, I would like to inquire about the retake or having a refund issued to retake under these circumstances. The accident prevented starting the exam, and I am seeking a fair opportunity to reschedule based on these extenuating circumstances.The ask/request: Allow for a credit to retake the exam at no additional charge or issue a complete refund, and I will reschedule to take the exam.

  Business Response

  Date: 09/26/2024

  Complaint ID: ********

  Exams are proctored through ******************. Any issues with taking exams must be reported to them and a Case would be open for them to investigate. Once the investigation has concluded, a help request ticket can then be opened with CompTIA if the candidate is not happy with ******************'s investigation and then CompTIA will investigate.

• Initial Complaint

  Date:08/31/2024

  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.

  I paid roughly 600 dollars for the CompTIA learn courses, practice questions, and test vouchers and they will not provide me what I paid for. I was given access to the questions and test voucher, but not the learn portion. I have been emailing support for weeks and they are not giving me a resolution. I either want the items I paid for or my money back.

  Business Response

  Date: 09/01/2024

  Complaint ID: ********

  Our records show you purchased the CertMaster Learn and *************** for Data+ (Exam DA0-001) June of 2023, and it expired in June of 2024. you then purchased the CompTIA CertMaster Practice for Network+ N10-009 on July 31, ***** and that product does not include CertMaster Learn. Since you have not completed any of the training, we will provide you with a refund. Please allow 5-7n business day to receive.
  

   

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22223243
  
  I am rejecting this response because:

  You are incorrect. I bought both learn and practice, see attached email receipt with all items listed. These items are also under my marketplace account see attached screenshot. The learn code doesn't work, of which I have contacted the help desk for weeks now on multiple tickets and they will not either help me resolve the issue or provide an explanation. I do not want a refund, I want the products I paid for.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/11/2024

  The order was located and refunded on September 4, 2024.

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22223243
  
  I am rejecting this response because:
  No refund was received. It is not in my bank records or in ******* I don't know who was refunded but it wasn't me. Give me my money or my access codes. I am going to cancel the charge wholesale from my banks end if this is not resolved this week.
  

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

  Business Response

  Date: 09/12/2024

  This order is being refunded. It was sent on September 4th. However, it didn't get processed on the 4th as I originally thought. The refund should reflect in the account within 3-5 business days.

• Initial Complaint

  Date:08/09/2024

  Type:Order 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.

  As a student, these particular certifications are crucial in advancing my career. After passing Comptia's A+ Core 1 certification with relative ease, Comptia's second-half, A+ Core 2, profoundly irritated **** pay for these certifications with my own money, and I don't expect reimbursement. However, I failed Comptia's A+ Core 2 examination three times. Each attempt, however, I was merely 20 around 20 points off, even with differing questions with each subsequent attempt.20 points off with each attempt. Not only that, I'm now forced to wait two weeks with every attempt. Paying this company the price of three vouchers IN ADDITION to a $50 rescore with hopes that there were some error in the scoring, Comptia couldn't find any errors with any of my attempts.Many of the questions conveyed on Comptia's examinations have multiple correct answers, but unfortunately, I'm unable to view the questions I made failed to answer correctly with my failed attempts so Comptia could siphon more of my funds.Comptia proctors are profoundly useless too. They can't assist you with question clarification because, as they explicitly stated, "they don't have resources" on the applicable question.Here I am, three A+ Core 2 vouchers and a $50 rescore fee, and I still don't have my A+ certification due to this ridiculous exam. I'm demanding to appeal my test scores and have Comptia elaborate on the questions I failed to answer correctly.

  Business Response

  Date: 08/15/2024

  Complaint ID: ********

  We understand that earning certifications can be crucial for career advancement. However, to earn a certification, candidates must pass the certification exams, and after 2 failed attempts, they must wait 14 days before they can retest.We cannot grant an exception to the Retake Policy the policy's idea is to prevent candidates from memorizing content in hopes of repeatedly attempting and possibly passing the exam.
  
  There is only one correct answer to each question unless that question requires a candidate to select more than one answer.
  
  CompTIA and industry Subject Matter Experts work closely with ******* VUE to establish defensible and auditable scoring criteria.CompTIA uses specialized technology and software to ensure every exam delivered via ******* VUEs exam delivery platform is accurately scored 100% of the time.In addition, the performance of all CompTIA exams is routinely analyzed by professional psychometricians holding PhDs in their field. Finally, the outcomes of these analyses are routinely reviewed and audited by ANSI auditors.
  
  Because our exams are scored correctly 100% of the time, you must pay a fee of $50 that covers the cost of a staff members time to have your exam manually rescored. The fee is non-refundable, regardless of the outcome of the manual rescore process. You may complete the payment process by purchasing this product from the CompTIA Store: ************************************************************. Once you complete the payment, your order confirmation will initiate the manual rescore process. Your rescore will be completed an you will receive an Manual Exam Rescore Outcome Form within 15 business days.
  
  The purchase of a manual rescore includes the following services. A CompTIA staff member trained in reviewing exam results will:
  - Locate and export all the exam results (answers) you provided during your exam
  - Review your exam results following departmental procedures and protocols
  - Compare each answer against the answer key
   -Confirm each score, including performance-based questions (simulations)
  - Tally the total score and compare it to the score generated by ******* VUEs exam delivery system
  
  The final outcome of the manual rescore process (e.g. score is accurate/score is not accurate) will be shared with CompTIAs **************** Team who will then convey the outcome to the requesting candidate. Due to confidentiality, the detailed outcomes from the process outlined above can never, under any circumstances, be shared with other CompTIA staff members, the requesting candidate nor any other third party.

• Initial Complaint

  Date:07/23/2024

  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.

  I am writing to file a complaint against CompTIA regarding an unresolved issue with an exam voucher that I was unable to use due to IT problems during the exam. Despite repurchasing and successfully taking the same exam, CompTIA is insisting that I pay again for the initial voucher.Purchase Date: 11/9/22 Exam: IT Fundamentals Certification Voucher Cost: $134 Incident Date: 11/15/22 On November 15, 2022, I attempted to take the IT Fundamentals certification exam, but was unable to complete it due to IT issues. The ******* informed me that they could not see me, which prevented me from finishing the exam.I contacted CompTIA on 11/25/22, requesting a new voucher due to these IT issues. However, CompTIA informed me that my voucher was considered redeemed and I would need to purchase a new one. Following their instructions, I purchased another voucher on 4/24/23 (Order #: *******) and successfully completed the exam.Despite this, CompTIA has placed a block on my account for the initial voucher (Exam ID: ********** and is demanding payment for it, even though the failure to complete the exam was due to their IT issues and not my fault. I have attached email proof of my correspondence with CompTIA, where they directed me to repurchase the exam voucher.Current Situation:CompTIA has not removed the block on my account from the 11/15 voucher, making it impossible for me to take any future exams with them. I was informed over the phone that I would be given a replacement voucher due to the IT issues, but this never happened. Instead, I was forced to repurchase the exam voucher, which I did as advised.Resolution Requested:I request that CompTIA remove the block on my account associated with Exam ID: *********, as I have already repurchased and taken the exam as instructed. I should not be held responsible for an exam I could not complete due to IT issues. I have followed all of CompTIAs instructions and provided the necessary proof of purchase and communication.

  Business Response

  Date: 07/24/2024

  Complaint ID: ********

  Our exam vouchers are valid for 12 months. This exam was taken in 2022. The ******* VUE Candidates Policy agreement that candidates sign says that they will report any issue immediately that prevents them from taking an exam.
  
  Also, this exam was taken online using the candidate's own equipment. If there were any technical issues, it was that of the candidate. ******* VUE, who proctors the exam, cannot troubleshoot technical issues that involves the candidate's own equipment.

  Furthermore, this is a ******* VUE issue since they ******* the exam. Lastly, ******* VUE has a block on their account because it appears that a chargeback was filed, and ****** received a refund for the voucher that she purchased in 2022.