Nursing School
Assessment Technologies Institute, LLCComplaints
Customer Complaints Summary
- 22 total complaints in the last 3 years.
- 8 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:04/23/2024
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.
I purchased a product (exam result transcript) where they should send my transcript to my college, but the name of College is not in their system. After I purchased the transcript, they told me they can't send it to the college since the college is not in their system, instead blamed me for not knowing that my college is not in their system. Spent 3 calls for them to make it right only for them to e mail me telling me It was my fault, see the attached e-mail. see they have the monopoly for this that's why they don't care.Business Response
Date: 04/23/2024
Good afternoon,
As we previously discussed earlier today, we reviewed the
calls where you requested ATI to provide steps to send your scores to institutions.
Our agent provided the correct steps to send the test scores through our system.
Unfortunately, not every institution requires students to send scores through
our system which is why your school wasn’t listed. Our products are
non-refundable and it’s the student’s responsibility to ensure they’re following
the institution’s instructions to apply to their nursing program. Please
contact us directly if you have any questions.
Thank youInitial Complaint
Date:03/26/2024
Type:Billing 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 started the Registered Nursing program 2/12/24. Our class was told we would get free access to ATI testing online until 2/29/24 which was not true. Multiple students tried to access between those dates above and couldn’t. I finally was able to use my husbands credit card on March 1st to purchase the package for school for $522.20 since our first test was 3/4/24. I was only able to complete 1 of 5 tests due to now needing surgery. The new test I did take, the written ATI materials that could have been helpful for our test were given to us late because they arrived late which was no fair. I should be able to get a refund for the other 4 tests that I will not be able to take. I tried speaking to the company by e mail and by phone and they keep telling me my institution needs to request the refund but, my institution did try and were told I probably wouldn’t get a refund and I had to go through ATI. Why would I not get a refund for something I didn’t even get to use that I purchased only 3 weeks ago and have a receipt for. I am a mom of 3 on disability with debt and now even more debt from I program I can’t finish. It just doesn’t seem right. Also, the fact that you can’t get through to a manager on the phone but are told refunds have to go through an account manager is weird.Business Response
Date: 03/27/2024
Good morning,
Thank you for contacting ATI. ATI writes, publishes, and
handles the payments for materials required by some institutions. However, these
institutions provide the students with the materials and determine when they
can be accessed. (Please see your receipt). Any refund requests for ATI
materials provided by an institution that require payment, will need to be requested
by the institution.
Please let us know if you need further assistance. Thank
you.Customer Answer
Date: 03/27/2024
Complaint: ********
I am rejecting this response because: My institution stated they requested a refund and were told ATI denied the refund. I will not be utilizing the product any further than the last day I used it which was 3/20 which was only 19 days from purchase with only 1 out of 5 tests taken. This does not seem right and I have messaged my institution again.
Sincerely,
****** ***********Customer Answer
Date: 03/27/2024
In the attached files it states that I was given the wrong information by ATI and that my institution does not refund the amount but, ATI is suppose to refund which is why we go through the site directly. Also, my institution stated I had access to the product for 14 weeks which is not true. Multiple students did not have the free access that was promised and couldn’t afford to purchase for a while due to having to cut back work hours per our program instructors advice. Also, I only had access for 3 weeks from 3/2/24 to 3/20/24.Business Response
Date: 03/28/2024
Good
Afternoon
Thank you for reaching out to ATI. We appreciate your concerns
and would like to provide you with some clarification regarding the issue about
your semester payment refund request.
We have already been in contact with the school regarding this
matter to ensure that any potential confusion is resolved. We understand that
you may have expected a refund for your semester payment, however, it is
important to note that semester payments are non-refundable. For further
details on this policy, please refer to the ATI Student Payment Memo.
It is worth mentioning that institutions are responsible for
granting students access to the products and materials. Therefore, any concerns
or inquiries regarding the timing of accessing your materials should be
directed to the school. They will be able to address any issues and provide you
with the necessary support.
We apologize for any inconvenience or frustration this situation
may have caused you. Our team is committed to providing the best possible
service, and we appreciate your understanding.
If you have any further questions or require additional
assistance, please do not hesitate to reach out. We are here to support you and
ensure a positive experience with ATI.
Thank you.Customer Answer
Date: 03/29/2024
Complaint: ********
I am rejecting this response because: I truly feel that if you were an honest company with good values and beliefs, you would have a policy or guidelines in place for people who did not have control of their health or situation. To take that kind of money from students and to not give a refund under any circumstance does not seem right or fair. You should him about revisiting you policies. Also returning staff to not give inaccurate information. I do feel a refund would be valid here for 4 of the tests I did not take.
Sincerely,
****** ***********Initial Complaint
Date:03/06/2023
Type:Customer Service 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 am writing in regard to an issue I encounter with this organization.I was unable to use my laptop which is a Chrome google notebook for the exam. I reached out to the company and explained I was unable to get into the exam. When I checked it didn't give specifics about what kind of laptop to use. I have one that has a webcam and microphone this was part of the test of making sure these items would work and they did. I paid $152.in change for this test. I suggested that we move it to an onsite person test.I live in Delaware county in New York and told the person that Binghamton was less than an hour for me to go take the test another day. I know they have no refund policy but when the last minute they tell me my computer was not compatible with the test. I, unfortunately, had to pay another $130.00 to take in Binghamton, New York for March 9, 2023. When the problem was realized they refuse to resolve the problem. So I am out a lot of money in such a short time with their policies of computers when you do a dry run to set up for the test and through emails, I was told it was not going to work. I feel this company should not be allowed to keep anyone's money if they put up information on their dry run. I was told I was to have IPad which I don't own. It states no phone and something that wasn't allowed to be used, but I'm not allowed to use my laptop. I have a desktop but it doesn't carry a webcam. But my laptop does. Instead of making difference in being a paying customer, they would have been willing to work with me. The person who also emailed that I had better take the exam by 5:30 pm which I tried to tell them I couldn't because of my situation of what I had to take my test on. Can you please look into this matter?Business Response
Date: 03/07/2023
Good morning,
Thank you for contacting ATI. When registering for remote
proctored exams for TEAS at ATI, our website states specifically that
Chomebooks are not supported at this time. This information can be found on the
website prior to registering for the exam under System Requirements for TEAS at
ATI Exams. However, we
have made an exception to
our policy and have issued a refund for the exam registration fee, minus the additional fee you
paid for the TEAS Transcript Credit.
Please let us know if you have any additional questions.
Have a great day!Customer Answer
Date: 03/08/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
********* *****Initial Complaint
Date:02/17/2023
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 asked which test to take from an employee of this company and paid for it and it turned out to be the wrong test. So I paid for the correct test past it thinking they would refund me for their mistake.
They transferred me literally for months from department to department and never refunded me. I want a refund.Business Response
Date: 02/24/2023
Good Morning,
Our agents are available to answer questions about ATI tests
and are available for guidance. However, our agents are unaware of what
institutions require and it’s the client’s responsibility to ensure they’re
registering for the correct test. We’re unable to locate any records that the
client contacted us where an agent provided the incorrect information. Despite this, we've made an exception and issued a refund for the registration fee.Customer Answer
Date: 02/24/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
***** ****Initial Complaint
Date:12/11/2022
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.
11/26/22: purchased ATI’s Comprehensive Study Package. Began using SmartPrep tutorial following day. I noticed some glitches. It occasionally logged me off the system while being on in it less than five minutes. It would display “error” message when I tried logging back on.
12/3/22: emailed tech support. Over weekend, I continued to use the program, but every time it logged me off and would not let me get back on after the first attempt.
12/5/22: ATI tech support responded to email. General advice given on how to “fix” problem. Tested on several devices (iPad, MacBook, PC), same outcome. Contacted customer support. Spoke with ******, quite unpleasant. Asked to speak with someone in billing for a refund, she disregarded my concerns speaking over me. Call transferred to tech support during conversation. I hung up, I was frustrated. Sent another email to general inbox. Later got reply that someone from online store will be contacting me.
12/6/22: received ***** email (see email). She obviously missed the point here. I did not choose the programs I purchased inadvertently. I invested in ATI's Comprehensive Study Package because I wanted to prepare for this exam as effectively as possible and this has not been the case since I began using programs with all the tech issues. ATI must be aware of technical faults or problems with their software, as I have never seen a business force you to "check" on their disclosure box before you could even make a purchase. I do think ATI is being dishonestly when they consciously make it impossible for the customer to receive any assistance and are dismissive about your claims. There is a strong sense of deceit in this matter.
I'll wait for reply. If speaking with their customer service agent on 12/5 is any indication of how their employees behave toward their customers, save yourself the trouble and please just refund me my money.
***original letter uploaded, over 2000 characters***Business Response
Date: 12/14/2022
Thank you for bringing this to our attention; we welcome the
opportunity to promptly respond to our customers’ experiences with our products
and services.
The Client Care Management team responded to
your email on December 12th and we’ll be issuing a refund check for
your product purchase. Please expect the check to arrive within the next 45
days. We apologize for any inconvenience and invite you to contact us if you
have any further questions.Customer Answer
Date: 12/14/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*** ********Initial Complaint
Date:09/27/2022
Type:Customer Service 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.
When you take a **** test it costs $150 each time and you get one free transcript. I did not send my first transcript because even though I had a passing score the program is very competitive so I was hoping to get a better score. My second test was not better so I clicked on send transcript. They sent 2 transcripts of the same test, the lower one, to my school. When I contacted customer service they stated that the only thing I could do was pay 30.00 for a new transcript. When I explained to them that I already paid 150 for the transcript that they stated comes with the test they gave me an email address. It has been days and no one has replied. I contacted my school and they still haven't sent them the correct score. I believe that they do this on purpose to extort any other fees they can get out of nursing students. There is no other explanation for why they would send 2 copies of the same score to the same school and then refuse to fix their issue. I am going to pay the 30.00 because I need to get into this program. Although truthfully I believe I should receive a 150.00 refund because they lied about the transcript, and I have spent a lot of time I don't have contacting school and ATI. I know that's not realistic.Business Response
Date: 10/07/2022
Thank you for bringing this to our attention; we welcome the
opportunity to promptly respond to our customer’s experiences with our products
and services.
When registering for a **** remote proctored exam
administered by ATI, we offer one free transcript of $27 value to send to the school
of choice after the exam is completed. If there is more than one attempt at the
exam, the customer selects which transcript they like to share. It appears on
August 30th the customer selected to send the scores for the exam
taken on August 30th to ********** **** ** ********** for both their
ADN and PN programs which is why the school received two transcripts. On
September 27th we responded to the customer’s email inquiry and added
an additional **** Transcript Credit to their account as a courtesy. It appears
that transcript credit on September 27th was used and the scores
from the exam taken on July 8th were sent to ********** **** ** ********** the same day. We are unable to issue a refund for the exams in
question since both exams were taken and free transcripts were successfully
sent to the institution selected by the customer. We are however, happy to
provide one (1) additional free transcript the customer may use to deliver to
another educational institution of their choosingInitial Complaint
Date:07/27/2022
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.
I am due a refund for two exams I paid for to ATI for $122 each + $27 x2 for each loss of free exam report I am supposed to have. I hope I can make sense of my issues because these issues are very emotional for me. I am a student without much money. The tests are expensive at $122 each. Also I'm supposed to get 1 free exam report, but ATI counts the testing center (****-a school I don't attend) to be my school and makes me pay $27 for another report each time to my actual school.
The fact that ATI has not even responded to me. I am very saddened by this financial scheme because otherwise I've found ATI's academic content to be extremely helpful and inspiring.
Exam 1 - Order # ************ for digital exam product
Order Date: 07/06/2022 for $122
Date & Time: July 22, 2022 12:30 PM PST
Issue: I experienced a technical error during my exam at a testing center. On the version 7 exam, some of the new free answer questions weren't letting me input an answer. It's a new feature and it's very glitchy. The proctors at the **** testing center first restarted my exam on another computer. When that didn't work because the issue was technical with the exam itself, the proctors ignored me. I immediately attempted to notify ATI, but no one has even responded to me. There is no way for me to know these questions were scored wrong and affected my exam outcome. ATI is 100% at fault for this issue with their product.
Exam 2 - Order # ************ for digital exam product
Order Date: 04/26/2022 for $122
Date & Time: June 16, 2022 09:00 AM
Issue: I still remember being sick to my stomach being told I can't even reschedule my exam by ATI's customer support line even though I told them I had been DRUGGED the night before. This is an academic exam. I was unknowingly slipped a date rape drug before the exam. I notified ATI and they said there is a no refund policy and no rescheduling, but I could not show up and lose the $122 to not count the exam. I don't have money!Customer Answer
Date: 07/29/2022
In regards to my complaint #********, I noticed only 2 of my 4 receipts were included in my complaint. I had actually uploaded 4 receipts. I was billed far more than than by ATI, but there are just the 4 receipts I believe should be refunded to me.
I’ve filed BBB complaints against a business before, but this one has unusually hostile and bizarre energy. Just how many people have reported their tests not working, and 0 customer support from ATI?
Sincerely,
********* *********Business Response
Date: 07/29/2022
Thank you for bringing this to our attention; we welcome the
opportunity to promptly respond to our customer’s experiences with our products
and services.
If an
exam is administered via an Institution, any concerns that take place on the
day of the exam must be filed with that institution. Once filed, the institution will contact ATI with
documentation. The correct
process for inquiry was followed for order ************. The institution
confirmed that technical issues occurred on 7/22 during the time of the exam and
requested a refund on behalf of the student. That refund has been processed. Refunds may take 5-7 business days to post to
an account.
When registering for a TEAS exam, our site states, “If you
are testing at an institution or at a school testing center (in-person or
online remote proctored), your TEAS transcript that was included in your TEAS
Exam registration is automatically sent to that school/location. You don’t have
to take any actions, that transcript is automatically uploaded into your
school’s database. You cannot choose an alternate school for your submission of
this transcript. If you are applying to more than one school or different
school than where you are testing, you will need to purchase additional
transcripts or transcript credits for those submissions.”
If a student is
unable to attend an exam due to illness, they may provide documentation for a
reschedule exception. This information is clearly posted on our website. “We
are unable to reschedule or refund TEAS registrations without a documented
emergency. Once an exam date has been purchased, it is final. Because of this,
it is important to contact the school(s) to which you are applying before
registering for the exam to understand important deadlines and to give yourself
at least six (6) weeks to study prior to the exam. If you registered for a TEAS
session and have an emergency such as a death in the family, medical issue, or
other urgent matter, an exception can be made once the Registration Department
receives your documentation. If you registered to take your exam via an
Institution, e-mail *********************** with the following details and proof-of-emergency documentation:
-Username
on the account.
-Order
Number (located on your purchase confirmation e-mail or in your ATI
Account under (Purchases and Payments), well as Date, Time, and the
Location of the originally purchased exam.
-Two alternate dates and times when you could take the exam that are offered by
the institution where you originally purchased.
-If
there is no date and time that will work, state that you are requesting a
refund.
-A brief
description of your emergency (Examples: Medical, death in the family,
work or school conflict).
-Attach the proper documentation of your emergency to the e-mail.
(Must be attached for consideration.)
Thank
you and have a great day!
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