Associations
CompTIAThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Associations.
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.
If you've experienced an issue
Submit a ComplaintThe 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:12/12/2022
Type:Service or Repair IssuesStatus: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.
CompTIA provides/issues technology certifications based on exams they conduct.I had achieved three certifications (IT+, A+, and Network+), two of which (A+, and Network+), were set to expire on 5/15/2022.A fourth exam that I was studying for, Security+, would have not only given me that specific certification, but also automatically renewed the other two.I pushed it to the wire and unexpectedly had a spinal fusion surgery on 4/29/2022, so I was recovering during the final weeks I could have completed the fourth exam for Security+.Another detail that I believe is relevant is that I purchased a continuing education package (good for one year) to renew the certifications. I wrongly believed that this backup plan would extend the amount of time I had to act.It's very frustrating that their customer service is 100% unwilling to help, and astonishingly described the service provided as "above and beyond". I disagree with this assessment of the quality of service provided, considering that they did absolutely nothing.I know someone can help me, but the front-line agents are NOT the ones.Business Response
Date: 12/15/2022
We empathize with your situation, but exceptions cannot be provided to extend a certification's expiration date. Our website clearly states that our certifications are valid for 3 years and the requirements must be met within those three years. Our certifications are accredited and no exceptions can be made to extend the expiration date of a certification. Doing so would be unfair to other certified professionals and it could cause us to lose our accreditation. Our website, https://www.comptia.org/continuing-education/learn/how-to-renew, on How to Renew, says:
Learn About the ******************** (CE) 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 (CEUs): Each certification requires a certain number of CEUs for renewal. You earn CEUs by completing approved activities.
******************** Fees: CE fees are required for renewal and must be paid prior to submitting CEUs unless you renew by earning a qualifying higher-level CompTIA certification or passing CertMaster CE.
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.Your account shows you downloaded PDF copies of your CompTIA A+ and Network+ in February and April of 2022. You contacted us on May 16, 2022, one day after your certification expired to inquire about how to renew. Had you contacted us in February and/or April, we would have been able to provide you some assistance on how to renew your certification, because expired certifications cannot be renewed.
Initial Complaint
Date:11/18/2022
Type:Delivery IssuesStatus: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 voucher for the **** certificate test, order # ******* which lapsed on 11/10/22. Due to two medical surgeries this past year plus an ongoing separation from my domestic partner I failed to keep track of the expiration and failed to schedule and exam by Nov 10. Now CompTIA refuses to extend the voucher for just 3 or 4 weeks. They fail to respond to my last two emails and never return my voicemails. They are just taking my $500 and running when with a few simple keystrokes they could maintain a good relationship with a years long member. At the very least they could at least honor my request for a very very discounted short-term voucher, but they will not respond.Business Response
Date: 11/18/2022
Our records show you opened a support ticket on Monday, November 14, 2022, and the CompTIA Store replied to you on Tuesday, November 15, 2022 and sent you an email with a replacement voucher (as a courtesy) on November 18, 2022. The email said:
Thank you for contacting the CompTIA Store!
We have been approved as a one-time courtesy to provide you with a replacement of your voucher that is good through January 10, 2023. Your exam must be taken on or before the expiration date. No additional extensions will be considered. Please note that this is a one-time courtesy as per our Return Policy All CompTIA exam voucher purchases are final. Exam voucher purchases may not be returned, refunded or exchanged.
Voucher number: CMMA59605B8A; must be used by: January 10, 2023.
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.
Have a great day!
**************
CompTIA Marketplace Customer Support
*******************************************************************
Toll-Free: **************Customer Answer
Date: 11/21/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you...please let them know that I am sorry it went to this extreme, bit theirr responses were slow.... Am am appreciative of their concession. VR *************************
Sincerely,
*************************Initial Complaint
Date:11/15/2022
Type:Product IssuesStatus: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 recently purchased a CompTIA CertMaster CE for Security+ to renew my license and the same day I decided my best bet was just to retest and I asked for a refund or credit for the full amount that I could apply to retest for the certification again. Per the refund policy on the website, that should have been an easy transaction with no issues, however, I was told that they will decide what they want to do per situation when I initially called after submitting an request through email. I have never seen a situation where an organization or individual gets to decide if they want to follow a policy or contractual agreement. They ultimately, decided after a few days not to ***** the refund for my $200 purchase. That is not fair or ethical and I promised to report it so here it is along with the email communications between me and the staff. To be such an underserved industry you would think they would not deviate and honor their own policies.Business Response
Date: 11/16/2022
You purchased the CompTIA CertMaster CE which is non-refundable not the CompTIA CertMaster Learn which can be refunded per our website. However, since the CompTIA CertMaster CE is a renewal course and your certification has expired, and you have not used the course, please provide your order number and we will provide you a refund.Customer Answer
Date: 11/30/2022
Complaint: 18410562
I am rejecting this response because:Hi, I didn't see the notification of a response. So far nothing has been done except communication indicating that they will refund the fee for the course. Please reopen the complaint and I will check the bbb website each day for any correspondence instead of just my inbox. Here is the email chain with the new communication that shows a response but still nothing yet.Thank you again,
Sincerely,
***************************Business Response
Date: 12/01/2022
This issue has been resolved. A refund for order ******* was approved on Monday. It takes 3-5 business days for the refund to reflect in the account.Customer Answer
Date: 12/01/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:11/04/2022
Type:Order IssuesStatus: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.
They represent the certificates have value by inflating that those certified are making more than they are. They don't count me as making nothing in their survey because the three certificates I have gained have had zero value to me or any employer. In fact to get an interview I would have to leave them off resumeBusiness Response
Date: 11/08/2022
CompTIA does not state and cannot determine how much a person will make by earning any of our certifications. You're referring to a survey which is input by many people in the IT industry that says how much certified professionals are earning with current CompTIA certifications. We do not know what salary anyone makes on their job, so it's not possible for us to say that you're not making any money. In addition, we found an account with your name that has three certifications that were earned in 2006 that are not current. If these are your certifications, I'm sorry they didn't provide any value to you. However, most employers require that employees have current up to date certifications.Initial Complaint
Date:10/26/2022
Type:Service or Repair IssuesStatus: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.
10/17/2022 While taking an exam at home, ******* stopped the exam at multiple occasions then stopped the exam. I reached out for an explanation. I was told I was leaning away from the screen. I was not warn about that, he told me that someone was in the room which I had to stop and showed a 360 view of the room twice. I just want them to re issue my certificate and take the exam at a testing center.Business Response
Date: 11/01/2022
CompTIA exams are taking through ******* VUE, so we do not revoke exams for violating the ******* OnVUE Testing Policy. Therefore this complaint should be filed with ******* VUE. However, the ******* OnVUE Testing Policies say:
Could I be interrupted by a ******* during my testing session?
A. Yes. ******** may interrupt exams and take action if they witness any suspicious behavior or rule violations. They may need to offer a reminder (e.g., no talking) or investigate something (e.g., show me the room, your desk, etc.).What types of prohibited behaviors will the ******* watch for during the exam?
A. Examples of prohibited behaviors include, but are not limited to, failing to follow ******* instructions, looking off the screen, mumbling or speaking aloud, covering your mouth or face, using unauthorized materials (e.g., mobile phones, recording equipment, writing materials), interacting with third parties intentionally or unintentionally, or leaving the webcam view.The policy does not say that proctors must provide a warning if a candidate violates the testing policy by leaning out of the view of the camera. However, as a courtesy, they do provide a warning, and if they interrupted you a few times prior to revoking your exam then those were warnings.
Initial Complaint
Date:10/11/2022
Type:Product IssuesStatus: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 October 4, 2022 I purchased two exam vouchers for the CompTIA Cloud+ and Project+. I paid $336 for these vouchers and have yet to receive them. Order# *******. They all say shipping soon still. It has been a full week, when I was told it would only take 1-2 hours. I have made Several calls, and each rep has refused to help, pointing me to send emails. I have sent several emails, with no response until my second email. The response was simply we will provide an update when we have one. Meanwhile they have taken $336 from me and given me nothing. I demand to receive either my vouchers immediately, or a total refund.Business Response
Date: 10/14/2022
You have been provided a response regarding your order. You have been purchasing through the Academic Store but you are not the one using the vouchers, or at least not all of them. This is not allowed, as the Academic Store is strictly only for students to purchase through and use on their own, you cannot purchase for others. Because you gave out some vouchers, your order has been cancelled and refunded and your account disabled.Initial Complaint
Date:10/03/2022
Type:Product IssuesStatus: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.
They do not use realistic regulations it is up to the ******* to decide if the person will pass. They will rob you and pretend you broke rules such as looking off of the screen where it does not say that anywhere in the handbook and is ridiculous They take pictures and videos of your area for this reason They are lying and taking people's money They need to be auditededBusiness Response
Date: 10/07/2022
*************************** violated the ******* OnVUE Testing policies by not looking at the computer screen, looking off screen, putting her head down and using foul language with the exam *******. The attach document will show that some of the policies listed below were violated:
Q. What types of prohibited behaviors will the ******* watch for during the exam?
A. Examples of prohibited behaviors include, but are not limited to, failing to follow ******* instructions, looking off the screen, mumbling or speaking aloud, covering your mouth or face, using unauthorized materials (e.g., mobile phones, recording equipment, writing materials), interacting with third parties intentionally or unintentionally, or leaving the webcam view.CompTIA cannot provide a voucher to retest when a candidate violates the testing policy. However, as a courtesy, we offered a 50% off coupon towards the purchase of an exam voucher.
Initial Complaint
Date:08/01/2022
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I took an original exam for Security+ with CompTIA in 2016, and used a verizon,net personal email. Verizon.net discontinued email service finalized in May 2018, where I had to find another service, and I changed my address in 2018 with CompTIA to a protonmail.com account. I got notices, emails, and then renewed my certification in 2019. I kept getting emails from them until early 2022. Being caught up with a very busy job, the pandemic, and other events, I was relying on certification renewal emails to prompt me into taking the cert master test like I did to renew in 2019. When I finally realized I had ceased getting emails in July 2022, I logged in and couldn't see any certification information. I had to email them, at which time they told me that in 2021, they had re-imported my 2016 information from ******* Vue (original exam), so emails had been rerouted to verizon.net, which no longer existed. They just merged and I was able to see my certification expired a month earlier in June. After they said they changed the email in 2021, they now are saying I changed it back to an email I no longer had access to. I have 90 days to enter work experience and other training to meet the renewal requirements, I meet very many objectives with work experience, but that's only 9 credits no matter if you meet 1 or 10 objectives. I have several DOD training courses, but COMPTIA makes it so you can only count one class once and 1 credit per hour (even though taken annually, so 3 times). I can't meet the 50 credits to renew within a 90-day grace ******* and they don't allow the cert master test to be taken after expiration. I'd have to take a new exam at great cost and effort and they won't even admit they did something wrong. I responsibly changed me email, renewed my cert in 2019, a pandemic happened, work life became utterly crazy, they come around in 2021 and change my correct information to incorrect, old information but won't be accountable. Emails attached.Business Response
Date: 08/08/2022
Hello,
As mentioned in our response to *****, we updated her email address, per her request to *********************** in 2018. She updated her email address for her CompTIA account with Person VUE (the import says VUE) in 2021 which changed her email address to ******************** We are not aware if and when a certified professional update their email address, nor do we question if we see that an email address has been updated.
Certified professionals are to keep track of their certification's expiration date. However, as a courtesy, we provide email reminders to the email address they have on file. We cannot be responsible for any emails in an account that is incorrect. Prior to July 26, 2022, the last time ***** accessed her account was on may 7, 2019. It's the certified professional's responsibility to ensure they have a correct email address so they can receive our notifications.Her certification expired on June 17, 2022, and she didn't reach out to us regarding her certification until July 21, 2022 after her certification had already expired.
We have offered her a 100% off coupon to purchase a voucher free of charge so that she can retest since she doesn't have have CEUs needed to renew.
I've also attached documentation showing emails that were sent, the updates to her email address, and the times she access her account.
Customer Answer
Date: 08/09/2022
Complaint: 17655562
I am rejecting this response because: CompTIA *************************** keeps saying I changed my email back through ******* VUE, that I imported my old email back from ******* VUE on May 8, 2021. Their own proof shows I didn't log into CompTIA on May 8, 2021 to do anything let alone import ******* VUE invalid information, and I don't even have login credentials with ******* VUE at anytime or dealings with them after my initial 2016 in-person exam. They also have my old employer listed, I haven't worked for EAGLE ALLIANCE since February 2018.All my information was updated with CompTIA before my 2019 renewal. Subsequent to that, I, in no way, shape or form initiated anything that would have re-imported my original, invalid 2016 information into my CompTIA account. Especially since verizon.net ceased to exist as an email carrier in 2018. Having unexpected emergency surgery in March of 2022, along with a very busy job and the pandemic, I needed my renewal reminders so I could renew with the CertMaster test. They, out of the blue, negatively impacted my account, my reminders and do not accept responsibility for their egregious error.This needs to go higher up than ***************************, who keeps lying that I updated my information with invalid information when I wasn't anywhere near that account at or around that time. Why would I invalidate my own account with old information? They did it and will not accept responsibility. Here are examples of lines of the inconsistent emails I have gotten from support about this:
Sincerely,
***************************Business Response
Date: 08/11/2022
The attachments provided shows when the email address was updated and by whom. The CompTIA agent updated the email address in 2018 to ************************ It was changed back to ******************* by ******* VUE, not CompTIA, on May 8, 2021. Unfortunately, CompTIA has no control over information imported by ******* VUE because the updates are usually imported due to changes made by the candidate. In addition, as mentioned, we send email notifications has a courtesy. Certified professionals are to keep track of their expiration date. Your certification expired a month prior to you contacting us and unfortunately cannot be reinstated. I have offered you a 100% off coupon to purchase another voucher to test since your certification cannot be reinstated. I've also escalated this issue as requested.Customer Answer
Date: 08/16/2022
Complaint: 17655562
I am rejecting this response because: If compTIA import ** from ******* Vue as part of an SSO migration and did not have the technology in place to not overwrite the latest email that I had chang** with the older email address. I had no contact with ******* Vue, there was no initiation by me and CompTIA is not acting in good faith continuing to say that I initiat** this change. BBB, you must see that I would never initiate a change to an address I no longer had access to.CompTIA had no right to change my contact information behind my back, without so much as a notification to my protonmail.com mail. I was relying on the emails having no reason to think they re-import** my old information, after emergency surgery, and very many other things facilitating the ne** for a prompt to remind me to my proper email address. Not getting the prompt emails, I believ** I was not close to expiration. They keep pushing this off on me and taking no responsibility.
https://cin.comptia.org/threads/*******-login-methods-chang**-warn-your-students.647/
https://help.comptia.org/hc/en-us/articles/4412206654868-CompTIA-SSO-migration-updates
Online information:
"CompTIA has migrat** to single sign-on (SSO) to unify your CompTIA accounts and products under one login. All candidate records will now be accessible through the CompTIA sign on page."
AGAIN, COMPTIA MERGED MY OLD UNCHANGED ******* VUE ACCOUNT FROM MY ORIGINAL TEST WITH MY COMPTIA ACCOUNT BUT IN THE MERGE, USED THE OLD ******* VUE ***** FROM MY ORIGINAL TEST DATE INSTEAD OF THE ***** I UPDATED WITH COMPTIA IN 2018. THE MERGER OVERWROTE COMPTIA INFO WITH ******* VUE INFO, NOT CARING ABOUT WHICH ***** WAS THE MOST RECENT. THIS WAS DONE WITHOUT MY KNOWLEDGE OR APPROVAL, and the only one suffering is me.CompTIA continues to falsify the events to me and to the BBB.
Sincerely,
***************************
CompTIA is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.