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CompTIA

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Complaints

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

Customer Complaints Summary

60 total complaints in the last 3 years.
21 complaints closed in the last 12 months.

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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:07/13/2024
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.
Over three years I have trained through the *** for COMPTIA to maintain Security Plus certification, but the company created multiple accounts that hide not the fees due but CE Requirements to recertified. I really do not want money, but to recertify my COMPTIA license. I need the companies support line to stop creating new accounts but let me log in to original account.
Business Response
Date: 07/17/2024
Complaint ID: ********
We do not create accounts for our candidates. Candidates create their own account, and they should only have one account. I only see one account for ******************************. In addition, our ** requirements are not hidden. Certified professionals can view the ** requirements on our website at ******************************************************************************.
Initial Complaint
Date:05/15/2024
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.
Just finished my second Network+ test and got a 693. However about a week and a half ago I took it the first time and guess what SAME EXACT SCORE!! How is this possible studying a lot more, a lot harder, being a lot more confident the second time and getting the same exact score which is bull. I know I got a lot of the questions correct. Called CompTIA immediately after and wanted my test reviewed by someone again because I know as a fact that there is no way I got the same score twice. All i was told that my options were was to spend thousands more on more training.. If you would of told me that CompTIA was nothing but a giant scam I would of never of wasted my time.. I WANT MY TEST REVIEWED AGAIN and explain how I got the same score twice. Only then will I take it a third time.
Business Response
Date: 05/16/2024
Complaint ID: ********
Receiving the same score is not a rarity and is a common occurrence as the exam tests a candidate's ability to master the domains and objectives presented.
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.

If you would like your exam to be manually rescored, there is a fee of $50 that covers the cost of a staff members time to manually rescore your exam results. 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:04/29/2024
Type:Customer Service 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 signed up for Security+ in April 2023 but used my husband's credit card. So, the billing number should be his. When I started the class, I noticed the voucher issued in his name. I notified my instructor during the class, and they confirmed that it was fine and that they would fix the issue. But they didn't. I contacted customer service via email and text (the documents are attached), but they did not fix the issue, and I was not able to take the test at all. I paid for the voucher but never received a valid one for the test. That is scamming.
Business Response
Date: 05/02/2024
Complaint ID: ********
Our records show that the voucher in question was used to register for an exam, but you didn't show up to take the exam. Also, it doesn't matter how the voucher was purchased, vouchers can be registered for an exam by anyone who has access to that voucher which is why the CompTIA Store website say, CompTIA and the participating test providers are not responsible for lost or stolen vouchers.
Customer Answer
Date: 05/03/2024

Complaint: 21638928

I am rejecting this response because:
I registered for the exam as you directed me. I went online and showed my ID as part of the process to identify myself and take the online exam. The exam never opened for me. After an over 30-minute delay, a CompTIA representative came online and informed me from my computer's speaker that I could not take the exam and that I needed to contact CompTIA customer service because my identification as ***************** did not match the voucher name ***********************. *********************** is my husband; he only used his card to purchase the voucher for me. I presented in two-week classes, and I am the person who needs to take the test. I informed you since day one through my online instructor, email, phone, and chat, and each time, you confirmed the issue was resolved.

Your response indicates your need for more knowledge and awareness of your company and its procedures.

If my exam attempt was recorded, I would appreciate a detailed report of my score, the number of questions I answered, and the time I spent on the test. This information will help others understand the extent of the issue and its impact on my exam preparation.
Why did you inform me that I could not take the test, waste my time, and create lots of anxiety and stress for me?

If you provided false information, such as information in this response on purpose, or if it is created from a lack of knowledge and understanding of your company procedures, in both situations, your users, including me, suffer from tonnes of stress and time spent while they paid a high price for their training.

I recommend that CompTIA find a solution to serve its clients better, and I suggest everyone stay away from CompTIA until they see a change in CompTIA's behaviors.

Based on the price paid for this course, I am supposed to have a voucher and a retake. You never allowed me to take the test even once. If you have proof that I can access the test, please share it with everyone. I tried to use my voucher, but your representative rejected it because I presented my ID as *****************.

This is an exact definition of fraud to collect the client's money and then falsely report they used a service that was never provided to client.
Sincerely,

Elham Bolury
Business Response
Date: 05/15/2024
Complaint ID: ********
The voucher in question for this order was scheduled for an exam, but no one ever showed up to take the exam. As a courtesy, you may use voucher code CMCS1F468B54 to schedule your exam free of charge. Just schedule your exam on the ******* VUE site and use this voucher code to pay. Please note that the voucher expires on May 30, so you must schedule and take the exam by that date. Please be sure to schedule your exam well in advance because additional extensions/replacements are not available.

NOTE: You can use the voucher to schedule an in-person exam at a test center (if available), or you may take your exam online.
This information has also been sent to you in the help request ticket you have open along with the voucher terms and conditions.
Initial Complaint
Date:03/28/2024
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 purchased a take2 voucher through **** training for the Project + exam. The day of my remote exam the ******* informed me that my headphones are not allowed. That is on me and I understand and accept the fail BUT when I attempted to utilize my retake I was denied because I was listed as a no show. The no show label barred me from utilizing my second chance option that I purchased and I find thay extremely underhanded.
Business Response
Date: 04/16/2024
Complaint ID: ********
A retake voucher can only be used if a candidate takes and fails the exam. If they violate the testing policy by having unauthorized items during the exam, and their exam is revoked, then they will not be able to use the voucher to take the exam, because they will be listed as a no-show and didn't actually take the exam. Since the voucher was registered for an exam, and they violated the exam policy, that voucher cannot be reinstated.
As a courtesy, we can provide a 50% off coupon to purchase a voucher to test.
Initial Complaint
Date:02/27/2024
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.
On March 8th, 2023, I purchased two exam vouchers (one for the first test and one for a potential retake) from this vendor for my CompTIA SEC+ Exam. It was not clearly communicated to me that the exams would expire within 12 months of the purchase date. The email the customer contact sent me said that the terms and conditions can be found and read on the home page, but they are not. You have to speficially ****** search them and then read an alarming amount of text to get to the expiration date. I also do not understand why this business allows me to buy two vouchers without warning me of the expiration date when I kept rescheduling due to COVID/Health Issues. The expiration date of the voucher should be presented clearly and not hidden from buyers.Furthermore, I have had health issues and learning disability issues I have been trying to communicate and show documentation, but the business has been careless and negligent to recognize. In the attached email, the business has been extremely callous to my health conditions/conflicts and can only refer to their hidden expiration date voucher. The Business has also been extremely slow and unprofessional to answer. I want to resolve this issue before the voucher expires, but they only communicate through email in short messages and don't address my concerns at all (as seen through the email).
Business Response
Date: 02/27/2024
Hello,
The CompTIA Store, ************************************************************************************************************ clearly states the voucher details.
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 **** Service 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
Vouchers are non-refundable and non-returnable.
One voucher is applicable towards one exam at an authorized CompTIA **** Service Provider.
All vouchers, including any retakes, are valid for 12 months from the date of purchase unless otherwise noted.
You must register and take your exam prior to the voucher expiration date.
Voucher expiration dates cannot be extended under any circumstances.
Certification exam retirement dates supersede voucher expiration dates. CompTIA may retire certifications and corresponding exams prior to voucher expiration dates.
Visit the CompTIA website for certification exam information, including exam launch and retirement dates.
Vouchers are country and currency restricted.
CompTIA and the participating test providers are not responsible for lost or stolen vouchers.
Vouchers cannot be redeemed for cash or credit.
CompTIA vouchers may not be resold.
Additional Order Information
Order information will be emailed within 3 - 4 hours from purchase.
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 ****************************************
We understand that situations may arise that prevent a candidate from using their voucher within the allotted time frame. However, we cannot extend an expired voucher, provide a replacement voucher, or a refund.

Our voucher policies ensure fairness and consistency for all our customers. Providing a replacement voucher or refund for an expired one would not align with these policies, as it could create an unfair advantage for some customers over others. Additionally, we need to maintain the integrity of our certification process, which includes adhering to the established expiration dates for vouchers.

We encourage customers to review the voucher expiration date and terms when purchasing a new voucher to ensure ample time to prepare for and schedule their exam.
Customer Answer
Date: 02/28/2024

Complaint: 21355205

I am rejecting this response because:
At the time purchase, those terms posted were not clearly stated. I was redirected to the ******* page which has DIFFERENT terms and conditions. Please do better- you can see I'm not the only one with this problem given all the other complaints in the reviews.
Also, instead of addressing the problems, this company closed my complaint out without explanation. It's really disheartening to see a company preach for strengthening minorities while practicing abelist policies and refusing to provide accomodations.
Sincerely,

May ****
Business Response
Date: 02/29/2024
The terms and conditions have always been listed on the CompTIA Store. We must provide that information so that customers are aware before they make any purchases.
Customer Answer
Date: 02/29/2024

Complaint: 21355205

I am rejecting this response because:
The terms were not clearly communicated to me. I have proof on PayPal that I was actually redirected to the PearsonVue (Different policies) site to ********* because you changed the unclear policy now doesn't fix it 12 months ago. Looking at all the other similar complaints onn this site, everyone else seems to be experiencing the same problem. Please do better.
Sincerely,

May ****
Initial Complaint
Date:01/26/2024
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.
Order #******* CompTIA ACAD Network+ VoucherUSD $163.00CompTIA ACAD Security+ (Exam SY0-501) VoucherUSD $240.00 Subtotal: $403.00 Order Total: USD $403.00 Dear Better Business Bureau,I am writing to highlight an ongoing issue with CompTIA concerning my Security Plus and Network Plus vouchers purchased in March 2021.On December 6, 2023, I reached out to CompTIA Customer Support via email, explaining my circumstances after being unexpected health challenges, personal disruptions, and the ongoing impact of the ******19 pandemicthat prevented me from scheduling the intended exams for which these vouchers were purchased. Unfortunately, the response I received via email underscored the inflexibility despite conversations during phone conversations that my case was eligible for a refund.Despite assurances during a recent phone call that my case had been escalated and an email from the support team was imminent, I find myself in a prolonged state of uncertainty. Multiple phone spanning across a 20 month period, inquiries, cumulatively surpassing 60 minutes on hold, have yielded no substantive updates.I am extremely disappointed with the lack of resolution to my request, the inconsistency in the information provided by CompTIA representatives, and the extended duration of this issue. As a customer who has faced unforeseen challenges, I believe that CompTIA should uphold its commitment to supporting individuals and consider the unique circumstances surrounding my case.My dissatisfaction with CompTIA's handling of my situation stems from the inconsistency in information, protracted duration of the issue, and the lack of a resolution. I am seeking your intervention to facilitate a fair resolution, ideally securing a refund for my unused vouchers.Enclosed are copies of relevant emails and documentation.I appreciate your attention to this matter and your assistance in reaching a satisfactory resolution.
Business Response
Date: 01/31/2024
Complaint ID: ********
We hope this message finds you well. We understand and empathize with ******'s situation if he was too ill to utilize the products and take the exam. However, we must adhere to our established policies.
As per our policy, vouchers are valid for 12 months from the purchase date, and training must be redeemed within the same timeframe, granting 12 months of access thereafter. Unfortunately, we did not receive any communication from ****** regarding his illness before the expiration of his products, nor did we receive any medical documentation to substantiate his claim.
Our policy stipulates that once a product expires, we are unable to provide a refund. Additionally, we cannot issue a refund based on a claim of illness without proper medical documentation. This is to ensure fairness and prevent potential misuse of our refund policy.
Initial Complaint
Date:01/11/2024
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 registered with DionTraining.com and purchased CompTIA Security + 701 exam voucher plus a retake option only available through DionTraining.com . The first time I taken the test I scored a 723 (****%) and the passing score is 750, I've taken the test again a few weeks later and have received the exact same 723 score. These test normally cost $392 each time you take the test. The test had different questions from what I can tell and some where the same ones.When taking the test your on camera recorded. When you complete the test you don't even know what questions you got "wrong". You have to take a CompTIA survey about how you feel about them at the end of the test BEFORE you receive your test score. There is a disclaimer at the beginning of the survey about them that mentions something like your answers to this survey won't affect your score. I think they really do affect your score because I gave my honest opinion of CompTIAs test on Security + which was negative the same as the survey I did the first time. How can one take a test twice and be given the exact same score as the first time? CompTIA is not providing me any information from what I can see on what I did wrong so how can one believe the score they give you? CompTIA needs to look into my answers/scores on my test and get to the bottom of this. This Security + 701 is a newly released test by them. Am Im supposed to keep paying $392 to take a test and get the same score with no real explanation of my test score?
Business Response
Date: 01/18/2024
Complaint ID: ********
To maintain the integrity of our exams, CompTIA does not publish any of the exam questions or the answers for review. We cannot disclose the number of questions required to pass any given CompTIA exam, nor can CompTIA disclose how many questions a candidate answered incorrectly on an exam. The print-out you received (the score report) from ******* VUE indicates the objective areas in which you need further study. These objective areas should be reviewed upon completion of the exam, so you know what you need to focus your study on prior to retesting.
Also, we have numerous versions of our exams in the event candidates do not pass and have memorized the questions. We do not want candidates memorizing the questions. CompTIA uses proprietary, ANSI-accredited processes to develop and deliver our high-stakes certification exams. The end result of each exam is a pass / fail status, determined by a score. The score is indicative of the candidates ability to perform the tasks described in the certification exam objectives. Hence, a candidate who achieves a passing score is someone who achieves certification and is deemed competent (certified!) to perform the job function as described in the certification exam objectives.

In addition, we cannot let answers to a survey affect the score a candidate receives on their exam. That would be unethical, and we could lose our ANSI accreditation.
Lastly, candidates must pay the price of the exam for each attempt. We do not provide free retakes or discounts on exam vouchers.
Customer Answer
Date: 01/19/2024

Complaint: 21128223

I am rejecting this response because: As mentioned in my initial complaint. I'm pointing out a problem with CompTIA test scoring for the two tests that I've taken with them. The response that was given to my complaint sounds like it's a generic response and not direct response to what I've mentioned. I took the Security + test two times and received the EXACT same score as the first time taking it. I've spoken to several people about this experience, and they all agreed something isn't right and some said it sounds like a scam to generate more money. The two tests as I mentioned in my complaint had different questions and some where the same, but they both where *************** total. Does it not sound strange that I got the EXACT same score as the first time taking it? A 723 which is (****%), the passing score is 750 (****%). The response given does seems not even care about the complaint that I made and basically comes off as if just take the test again in other words pay for it again. I don't have money to ****** with and it seems that this test is more of ****** and not testing on what someone really knows in IT. I expected a response in a way that they will look into my concerns about my test scores, and not ignoring it.

Sincerely,

***********************
Business Response
Date: 01/25/2024
The score on your exam is accurate. CompTIA uses scaled scoring as an additional security measure to ensure the quality and integrity of our exams. A scaled score is deduced by a confidential mathematical algorithm used to display what would be a percentage score, as a scaled score. Therefore, a 723 is not ****% and a 750 is not 83.3%.
Scaled scoring masks how many questions may have been answered correctly or incorrectly. This methodology in turn helps CompTIA maintain a higher level of integrity and confidentiality across all our exams. This is why a candidate can take the same exam more than once and score the same.
Customer Answer
Date: 01/30/2024

Complaint: 21128223

I am rejecting this response because: Im disgusted in the responses that Im getting from CompTia. The *** score someone can get according to CompTias website for the Security + exam is 900 and the passing score is 750. Simple math 750/900 = ****%. If this is not correct then what is the passing percentage for the test? A person that takes a test more than once should never get the exact same score when theyre 70 plus questions. The test was *************** total with some questions the same and some not and I got the exact same score taking it two times. The responses that Im getting is basically valueless, confusing and pointing to just pay for the test again which is near $500. How would you feel on paying around $500 for a test and the result can be the exact same score? Feel like something isnt right? Feel like youre being scammed?
I wasnt able to include in my second response about the questionnaire at the end of the test due to BBB not allowing to edit submitted responses after theyre sent, but that is okay because Im doing it now. If the mandatory questionnaire that is at the end of the test does not affect a testers score why do you have to take it to be able to see your results on the test? The questionnaire asked me about my race, why Im taking the test, how the test is being paid (are you being reimbursed), how many years of IT experience you have, how do you feel about CompTia. What does any of this have to do with taking the security + test and seeing your score? CompTia needs to correct their confidential mathematical algorithm especially for a test that was released back in Nov 2023, if they do not they need to be investigated for scamming.

Sincerely,

***********************
Business Response
Date: 01/31/2024
Complaint: 21128223
It is mandatory to complete the survey, but all options have a "no response" at the very bottom. So technically, the candidate cannot skip the survey questions, but they do not have to provide any detailed information if they choose not to. Of course, we hope they choose to select some legit choices for research purposes later on. With that said, candidates do not have to answer the survey questions, and we can lose our accreditation if we score an exam based on what a candidate said in the survey.
Customer Answer
Date: 02/01/2024

Complaint: 21128223

I am rejecting this response because: I respond with details of the problem. I don't know if it's a different person responding back to me from CompTIA, but it seems as if they're choosing to answer not all of the problems I'm pointing out. This is exactly what scammers do when they get caught, choose to answer pieces or dodge questions or statements. I reposted exactly what I stated in my last response. Please answer it about my test score and what is the percentage of a passing score. I think I wrote it well enough to be easily understandable. What is the percentage to pass the test? If 750 out of 900 doesn't equal ****% what does it equal? In addition to whats stated above and despite your response stating the survey does not require a detailed response, I beg to differ. The survey asked very straight forward questions with very straight forward answers. A question regarding race does not require one to be detailed, nor does a question asking how the test will be paid for. If this survey does not affect ones score like you said, why is such mandated in regards to getting your final score? I look forward to your response to my concerns mentioned.
Im disgusted in the responses that Im getting from CompTia. The *** score someone can get according to CompTias website for the Security + exam is 900 and the passing score is 750. Simple math 750/900 = ****%. If this is not correct then what is the passing percentage for the test? A person that takes a test more than once should never get the exact same score when theyre 70 plus questions. The test was *************** total with some questions the same and some not and I got the exact same score taking it two times. The responses that Im getting is basically valueless, confusing and pointing to just pay for the test again which is near $500. How would you feel on paying around $500 for a test and the result can be the exact same score? Feel like something isnt right? Feel like youre being scammed?

I wasnt able to include in my second response about the questionnaire at the end of the test due to BBB not allowing to edit submitted responses after theyre sent, but that is okay because Im doing it now. If the mandatory questionnaire that is at the end of the test does not affect a testers score why do you have to take it to be able to see your results on the test? The questionnaire asked me about my race, why Im taking the test, how the test is being paid (are you being reimbursed), how many years of IT experience you have, how do you feel about CompTia. What does any of this have to do with taking the security + test and seeing your score? CompTia needs to correct their confidential mathematical algorithm especially for a test that was released back in Nov 2023, if they do not they need to be investigated for scamming.

Sincerely,

***********************
Initial Complaint
Date:12/21/2023
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.
Date purchased was Nov 17th 2023 in the amount of $111.60 to purchase training materials which had a physical book and also an E-Book which I would activate using an digital access key they sent me. Order #*******. I entered the key sent to me so that I can activate my product and receive an error message stating that the key had already been redeemed and was not valid. Access key pin given was ******************* I immediately contacted Comptia via email stating the error message received and waited about two days for them to respond back. They responded back and said to send over pictures of the error message. I sent it over and waited about a week and no reply. I sent over another request asking for help again and then was told that the other ticket had been sent to the wrong department and was still in process. Waited another week for another response they sent saying that I had already activated my key on Nov 15th and I can only activate it once. I bought the product on Nov 17th. I sent them another response stating that I was not able to activate the key sent and also sent a screenshot that the product was not on my account. Waited another week and got a message back saying the same thing that I had already redeemed the key with an email address that was not mine and that I needed to sign into that account using that email. I messaged that the email they sent was not mine and waited another week for the same response saying I have already redeemed it. I sent another email back stating that I was losing my patience with the long wait with emails and needed someone to talk to on the phone. Dec 12th Sent another email right after also to reminded them that the key they sent me was activated on Nov 15th before I purchased my product on Nov 17th. Received email Dec 19th stating that access key was redeemed by ********************* and I should log in as that person. I dont even know who that person is. I just want my access code and a discount to get another voucher.
Business Response
Date: 12/21/2023
Complaint ID: ********
Our investigation showed that the access key provided had already been redeemed. A new access key has been provided to ****************************
Customer Answer
Date: 12/22/2023

Complaint: 21042344

I am rejecting this response because of how long the process took in order to receive a new key and also the stress it put on me. I am a veteran with PTSD with major depressive disorder. It caused me a lot of anxiety when I went to go take my exam and I was not able to pass. I received a 675 score and needed 720 to pass. I will not accept the response without receiving a discount to re-purchase a voucher.

Sincerely,

***************************
Business Response
Date: 01/09/2024
Complaint ID: ********
We cannot provide a discount for an exam voucher. They never redeemed the access key for the training course. It's difficult to pass an exam without first studying for it. I'm not sure why they would take the exam without first redeeming the training and studying for the exam.
Initial Complaint
Date:12/05/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contacted CompTIA phone support on 12/4/2023 afternoon to reschedule the exam (CS0-002 ) as I was not feeling well. I was scheduled to take the CS0-002 on 12/5/2023 at 4:30am PT. Order Number: ?**************?________________________________________Exam:CS0-002-CompTIA Cybersecurity Analyst (CySA+) Certification Exam-ENU Candidate:************************* Candidate ID:?****************? Registration ************ Date:?Tuesday, December 5, 2023? Time:?04:30 AM Pacific Standard Time?? ________________________________________The CompTIA representative informed me that the CS0-002 will be retired on 12/5/2023. She suggested canceling my exam (CS0-002) and scheduling CS0-003 (new exam) using the same voucher code. I canceled my existing exam and tried to schedule CS0-003 but got the following error message. Please see the attached error for more details. The representative asked me to contact CompTIA Support for help but in vain. Now, my existing exam has been canceled as suggested by Comptia, and I am unable to use my Voucher Code again. Please fix the issue with my voucher code or re-issue me a voucher.
Business Response
Date: 12/21/2023
My apologies. Not sure how I missed Complaint ID: ********.
******* opened a help request ticket on February 25, 2022 and said:
1. Details regarding the nature of your extension request (hardship, etc.): I fell very sick in Jan-Feb 2022 and it took me 1.5 months to recover.
2. Order Number: *******
3. Voucher Number: CMMA54241103
4. Voucher Type (A+, Net+, etc.): CompTIACSA (CompTIA Cybersecurity Analyst (CySA+) (CS0-002))
5. Current Voucher Expiration Date: 2/26/2022
6. Access code for training materials (if applicable).

As a one-time courtesy, we gave him a 100% off coupon to purchase another voucher:

*************************

Mar 09, 2022 11:40 pm

Hello *******,

Your inquiry was raised to my attention, and thanks for your patience in awaiting a response. I'm sorry to hear you were ill, and hope you have fully recovered now. I just sent you a 100% off voucher coupon in a separate email so you can obtain an exam voucher free of charge. The email will come from CompTIA ***************** so please check your spam/junk folder if you don't see it.

Once you receive the coupon code from me, just go to the CompTIA Store and first log in to your account, or create a Store account if you don't already have one. Add the exam voucher to your cart, enter the coupon code at checkout and the total due should change to $0.

You'll receive the exam voucher by email, then use the voucher to schedule your exam. You can use the voucher to schedule an in-person exam at a test center (if available) or you may take your exam online.

Please let us know if you have any other questions or if we can be of any additional help. If this fully resolves your issue, we're glad to mark the ticket solved for you.

Take good care!
*************************
Vice ********** ******** Success

He purchased the voucher and scheduled the exam for March 11, 2022, but he had technical issues:

My exam is scheduled for 10:00am 3/11/2023 PST.

Please see my response below:

1. Detailed information regarding the nature of your hardship (include any relevant documentation)
Unable to pass the Web Camera as part of the System test. My PC's Microphone and Speaker are ok.
I have replaced three different Web Camera but my PC throws an error every time and reboots itself. Please see below screenshot:
2. Order Number : ************** (PearsonVue)
3. Voucher Number : COMP001021507506? (Candidate ID)
4. Voucher Type (A+, Network+, etc.) : CS0-002 cysa+
5. Current Voucher Expiration Date : 3/11/2023
6. Access code for training materials (if applicable)

I am unable to take the exam as my PC is rebooting everytime I run System test on PearsonVue's at part of the Exam Check-In process.

Please extend my Voucher so I can re-schedule the exam.
He was told we couldn't extend his voucher because the request needed to made in advance:

Hello Sandeep,

We truly empathize with your situation and would like to make an exception. However, a request should have been submitted at least 3 business days prior to the expiration date.

Since your voucher is now expired and has been used to schedule an exam, unfortunately, we are unable to extend the date. We truly apologize for the inconvenience.

Please let me know if you have any other questions or if I can be of any additional help. If this fully resolves your issue, we're glad to mark the ticket solved for you.

Take good care!
*************************
Customer Experience, Senior Specialist
However, we replaced his voucher:
Hello *******,

Your help request was escalated to my attention. As a courtesy, you may use voucher code CMCS83923B70 to schedule your exam free of charge. Just schedule your exam on the ******* VUE site and use this voucher code as the form of payment. Please note that the voucher has an expiration date of March 31, 2023, so you must schedule and take the exam by that date. Please be sure to schedule your exam well in advance because additional extensions/replacements are not available.

NOTE: You can use the voucher to schedule an in-person exam at a test center (if available) or you may take your exam online.

I'm attaching the voucher terms and conditions, although most of the items aren't relevant since this is a free voucher and not one that you've purchased. The main item to note is that the voucher must be used by the expiration date, and the expiration date cannot be extended.

Please let me know if you have any other questions or if I can be of any additional help. If this fully resolves your issue, just reply and let me know and I'll be glad to mark the ticket Solved for you.

I wish you all the best taking the exam and achieving CompTIA certification!

Kind regards,

***************************
Customer Experience, Director

He rescheduled the exam for March 31, 2023, and failed the exam.
He purchased another voucher and scheduled an exam for December 4, 2023.

Dec 04 06:14 pm
To: CompTIA Store Support

Hello,

I contacted CompTIA Support this afternoon, 12/4/2023, to reschedule the exam (CS0-002) as I am not feeling well.

I was scheduled to take the CS0-002 on 12/5/2023 at 4:30 am PT.

The CompTIA representative informed me that the CS0-002 will be retired on 12/5/2023.
She suggested canceling my exam (CS0-002) and scheduling CS0-003 (new exam) using the same voucher code.

I canceled my existing exam and tried to schedule CS0-003 but got the following error message. (The error was the voucher had already been used)
Sandeep

Unfortunately, the CS0-002 had to be taken prior to the retirement date. Since the voucher had already been used to take the CS0-002 which ended in a failed attempt, it couldn't be used again for the CS0-003 exam. Candidates must purchase a voucher for each failed attempt.

Customer Answer
Date: 12/27/2023

Complaint: 20964381

I am rejecting this response because:
I had technical issues in March 2023 at the starting of the exam. The PearsonVue ******* assigned to me did not respond even after 125 minutes and that forced me to quit the exam after several requests to him.
PearsonVue issued me a voucher in March 2023 that I used to schedule my exam for December 5th, 2023. I had acute sinus infection (doctor's note can be provided, if needed) and as a result I called CompTIA to help me reschedule the exam as I expected my voucher to be valid until March 2024.
On December 4th, 2023, the CompTIA support person suggested me to cancel the exam scheduled for December 5th, 2023 and book CS0-003 (new version of the exam) using the same voucher. I was unable to schedule the CS0-003 exam after the cancellation and got the error message (attached to the original request). The voucher did not even work for scheduling CS0-002.
As I cancelled my exam after CompTIA support person's guidance and unable to use the voucher again, therefore please issue me a new voucher even valid for next 2-3 months.

I don't mind purchasing a new exam voucher, if its my mistake. In the above scenario, the exam (CS0-002) was clearly cancelled by following directions from the CompTIA support person.

Sincerely,

*************************
Business Response
Date: 01/09/2024
complaint ID: ********
This is a ******* VUE issue, not a CompTIA issue if there were technical issues with the exam. They will need to contact ******* VUE.
Customer Answer
Date: 01/10/2024

Complaint: 20964381
The issue is related to CompTIA. Please see below.
"On December 4th, 2023, the CompTIA support person suggested me to cancel the exam scheduled for December 5th, 2023 and book CS0-003 (new version of the exam) using the same voucher. I was unable to schedule the CS0-003 exam after the cancellation and got the error message (attached to the original request). The voucher did not even work for scheduling CS0-002.
As I cancelled my exam after CompTIA support person's guidance and unable to use the voucher again, therefore please issue me a new voucher even valid for next 2-3 months."

Sincerely,

*************************
Initial Complaint
Date:11/28/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To have your certification renewed with CompTia you have two options. One option is pay a fee to take 5 assessment exams. You can take the exams over and over until you get a required passing score of 100% to move on next assessment exam. I started taking the exams October 1st 2023 and my certification expired October 24th 2023 at 11:59p.m. est. By October 24th 2023 I finished all 5 assessment exams with 100% passing completion score which should automatically renew my Security + certification. When I went to a page on CompTia website to check my certification status it wasn't there, whe I went to check my 5 assessment exams only number 5 was completed with a 100% score. Assessment exams 1-4 were missing making my certification not automatically renewing. I contacted CompTia via phone number provided on website and the customer representative could not resolve my issue. The CompTia customer representative asked me to submit a ticket through CompTia website and that someone will reach out to me via email in 2 business days. I submitted the ticket to have my issue resolved on October 24th 2023 at 6:33p.m. est. After emails of techs saying they have to send to another team we are at November 6th 2023 and my assessment exams 1-4 have been restored with a 100% completion score but assessment exam number 5 was not completed and when I initially submitted the ticket October 24th 2023 assessment exam 5 was the only one completed with a 100% completion score. The last email I received from CompTia was November 9th 2023 stating they will get back to me in 2-3 business days and I haven't heard from CompTia. I have called to check on the status of my ticket and the representative tell me the same the generic email says "someone will get back to you in 2-3 business days. Bottom line I completed all 5 of my assessment exams with a 100% completion score to have my Security + certification renewed. I would like CompTia to renew my Security +certification as soon as possible.
Business Response
Date: 11/28/2023
There are several options to chose from when renewing a certification and they are listed below.

Choose Your Renewal Path
Renew with a Single Activity: You have a number of options for renewing your CompTIA certification by completing a single activity:
Complete CompTIA CertMaster **
Earn a higher-level CompTIA certification
Earn a non-CompTIA IT industry certification
Pass the latest release of your CompTIA exam
Regardless of the method you choose to renew, all **Us must e completed before the certification expiration date.
Learn About the ******************** (**) Program
Renewal Cycle: Your certification expires three years from the date you earn it and must be renewed before that expiration date. If you dont know your expiration date, log in here.
******************** Units (**Us): Each certification requires a certain number of **Us for renewal. You earn **Us by completing approved activities.

******************** Fees: ** fees are required for renewal and must be paid prior to renewing your certification(s) unless you renew by earning a qualifying higher-level CompTIA certification or passing CertMaster **.
Note: ** Fees are not waived if the higher-level CompTIA certification does not fully renew the lower-level certification.
Multiple CompTIA Certification Renewal: If you hold more than one CompTIA certification, you only need to meet the renewal requirements for your highest-level certification. When you renew your highest-level certification, your lower-level CompTIA certifications will automatically renew as well.
In reviewing your account, it showed that you needed to have completed the ** requirements by October 24, 2023, but you didn't complete the CompTIA CertMaster ** renewal course until October 30, 2023, as shown in the attachment.
Customer Answer
Date: 11/30/2023

Complaint: 20925084

I am rejecting this response because:
All 5 assessments were completed before 11:59p.m. on October 24th 2023. When I submitted the ticket on October 24th 2023 assessments 1-4 were missing and later restored November 6th 2023 by CompTia but assessment 5 is now missing making my Security + certification not renewed. The issue is not resolved because my Security + certification is not renewed when I completed all assessments 1-5 with 100% score before expiration.
Sincerely,

*******************************
Business Response
Date: 12/04/2023
The assessments were not completed before your expiration date of October 24, 2023. The screenshot of the report shows you were still working on assessments on October 30, 2023. All assessments had to be completed by October 24, 2023, to renew your certification.
Customer Answer
Date: 12/05/2023

Complaint: 20925084

I am rejecting this response because: After I submitted the ticket on October 24th, I didn't go in and do assessments on October 30th because I completed all of my assessments hence why I put a ticket in because they were missing. COMPTIA TECHNICAL staff was working on my ticket that is why assessments 1-4 were restored on November 6th. It was not me the customer going in my account on October 30th to do assessments, COMPTIA staff was in my account restoring assessments. There are several emails to prove this and COMPTIA has the emails.

Sincerely,

*******************************
Business Response
Date: 12/05/2023
We're willing to offer a 50% off coupon to purchase an exam voucher. Due to our ISO accreditation, we cannot reinstate the certification because the requirements were not met. If the requirements were met before the expiration date, the completion would have uploaded to the account and renewed the certification.
Customer Answer
Date: 12/05/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Please send me 50% off coupon for next certification. Thank you.
Sincerely,

*******************************

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