Complaints

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

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  Examity, Inc.

  153 Needham St Newton U F, MA 02464-1505

• 

  Examity, Inc.

  99 Needham Street Apt 1427 Newton Hlds, MA 02461-1645

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:01/27/2025

  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 scheduled a test for an **** certification. I utilized a voucher for this scheduled test. I reached out to Examity to inquire if I am able to pay for and add an additional voucher that would grant me a retake to my certification. The person I spoke with advised that I would need to cancel my current test and reschedule to do it. I cancelled my scheduled test and when attempting to reschedule it, my original voucher was no longer valid, and I was now being charged the full price for the exam. I was also unable to utilize the other voucher for the retake. I reached out to Examity about this, and they were unable to confirm that the initial call was made and could not find any cases for my call. After a long back and forth I gave up and just left it alone. after about 3 weeks I still had not gotten my refund, reached out to them and no one is able to provide me any details. I was advised that I would hear back from them in ***** hours, it's been a bit over 3 days. I called back and still no information could be provided. I requested to speak with the North American customer service and was denied. All I was told is that they're going to "escalate" my request again.

  

  Business Response

  Date: 01/29/2025

  I apologize for the difficulty the candidate has experienced with attempting to test.

  I have a few questions in an effort to fully resolve this issue.

  1.  What did the candidate pay for in terms of testing?  Did he pay for two sessions? Is he looking for a refund of $53.14 only?  If so, where is the best place to sent the refund?

  2.  Does the candidate want to test?  I can assist with having someone reschedule him at no cost. Please provide the best phone number and time to reach out for this.

   

  I look forward to hearing back so I can further assist.

   

  ***** ****

  Integrity Manager

  Customer Answer

  Date: 01/30/2025

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I would like to have my exam rescheduled. They may reach me by email ********************* Thank you for your assistance.
  
  Regards,
  
  ******* ****** **

• Initial Complaint

  Date:08/19/2024

  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.

  The list of accepted IDs state that I can use a state-issued learners permit as long as it has my picture and the state where it was issued, yet I spent 20 minutes being told over and over again that my ID wouldnt work, but a middle school ID would work. Im almost 30, why the f*** would I still have that? This was for an important exam that was crucial to my schooling and now Im just SOL because the school decided to outsource its exams to people who cant understand me outside of the script theyre given to repeat.

  

  Business Response

  Date: 08/20/2024

  At this time, I am unable to locate a recording where the candidate spoke to a *******.

  The rule for IDs are: AUTHENTICATION/ ALLOWED IDS: You must present an ID that has your current picture. ******* will use this to validate your identity during the test. Allowed IDs include a current drivers license, state-approved ID, ************* ID, *********** ID, College ID, ACCUPLACER Student ID form, current state or federal ID card, current US or Foreign passport with western characters, Tribal ID card, Naturalization card or certificate of citizenship, current and valid military ID, Drivers (Learner) Permit with a clear photograph AND declaration that the Drivers (Learner) Permit was state-issued.

  The candidate should be able to test with her Kentucky permit.  We apologize for any inconvenience.
  

   

• Initial Complaint

  Date:08/12/2024

  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 purchased service to take a remote examine with this company over the weekend and it was to be monitored by a ******* who never showed up. I tried email several times to support to refund me due to them not honoring their side of the deal no response. I call the customer service number also only to be told by a rude *** wait for us to contact you and he hung up on me. No one wants to refund my money or take responsibility.

  

  Business Response

  Date: 09/04/2024

  I apologize for the delay in the response.  I was unexpectedly out of the office.

  I did review the exam for the candidate and can confirm that the provider did not arrive to assist him.  I have sent his information on to the *** to have it refunded.

• Initial Complaint

  Date:08/12/2024

  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.

  I arranged to have a GMAT exam proctored by Examity on 8/1/24. I prepared for months for the exam. After signing onto the exam, I was ID verified by a *******. The process involves joining a Zoom call, giving screen control to the *******, and activating a lockdown browser such that you cant see or navigate to anything except the exam window. The ******* can see you. I began my exam. 15 minutes into it, I got a notification on my screen saying to contact my *******, my exam had been paused. I tried to contact the *******, but he didnt respond. I couldnt complete the exam and my computer was locked into the exam. After 10 minutes of trying to contact the *******, I concluded that he had quit the call and used a separate computer to reach out to Examity. I explained what had happened and they provided the Zoom link to rejoin the call. I did so. This was 30 minutes into my 2.5 hour exam window. The ******* never rejoined the call. I waited 45 minutes and then received an email saying my exam was completed. This was still less than the time I was allotted for the exam. I only had a chance to complete ~10%. I had a friend call Examity, who tried to gaslight them saying I dropped off the call. Luckily, they record a video of the exam. Examity watched the recording and conceded that the ******* had left the call. We requested that they put this in writing so that I could reschedule ASAP. I am applying to business schools in September, and I planned to have time to take the exam twice before applying. There is a 16-day mandatory break period between attempts, so I need to take the exam ASAP to have time for this. Examitys service team was extremely unhelpful and rude on the phone. They said they would follow up to reschedule in ***** hours. They never did. I reached out repeatedly but got little back. I reached out to an executive who said their team deflected blame to ****, the organization who writes the exam. Examity needs to reschedule my exam ASAP and apologize.

  

  Business Response

  Date: 08/12/2024

  This candidate has submitted his complaint through multiple channels with us.  We have already reviewed the complaint and reported his concerns to GMAC.  He has been added to the voucher list which means that he gets to test again free of charge. 

  Customer Answer

  Date: 08/12/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Hi there,

  The issue remains unresolved. Even though **** has provided me with a voucher code (Examity never followed up as promised until this response here), Examity's scheduling tool does not allow me to schedule my test within the next 9 days. This prevents me from having two attempts at the exam before I have to submit applications to business school. In other words, the failure on their part to give me a chance to take the exam I paid to take is now negatively affecting my chances of getting into a top business school. That is wholly unacceptable and completely addressable by their manual intervention to allow me to take the exam earlier. I would like to take the exam Wednesday or Thursday of this week.

  Unfortunately, I also have no option to take the test in person at a test center. The nearest test center to me with available slots in the next few weeks is hundreds of miles away. If for whatever reason Examity is not able to successfully deliver the replacement exam through their online proctoring, I will likely have to pursue legal action due to their negligence and the negative effects it is having on my future earnings potential.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 08/14/2024

  Examity partners with **** to offer online proctoring services. If a candidate encounters issues with payment or scheduling, we alert **** directly to address the problem. In certain cases, we issue a voucher for a new exam attempt, as we did in this situation. We have informed **** about this voucher. For any scheduling or approval needs, the candidate must contact **** directly, as Examity cannot handle these aspects. For a complete resolution, the candidate should reach out to **** for further assistance, as our capabilities are limited by our relationship with ****.

  Customer Answer

  Date: 08/14/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  As you can see from the attached screenshot, the scheduling software is hosted on Examity's website. It is thus inferable that Examity is able to manually schedule my exam to allow me to take the **** earlier. I have reached out to ****, who also has not been responsive. Examity is the responsible party here, though, and deflection to a third party will result in this never being resolved. Examity can escalate this request to their contacts at **** at the very least, to accelerate any three-way conversations that may need to happen to expedite the process. I don't appreciate deflection and continued lack of ownership or responsibility. I expect Examity to take responsibility and remain involved in the resolution until I have successfully taken my exam in the desired window. Anything else is not satisfactory.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 09/09/2024

  The issue here is closed.  The candidate retook the exam successfully on August 22nd.

• Initial Complaint

  Date:07/22/2024

  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.

  This company is extremely unprofessional. I have taken several proctored exams with examity and the first few were fine, but the last couple have been nothing but issues AFTER the exam. They have an issue releasing the results in a timely manner and do not accept any responsibility when they fail. They give you the run around, contradict themselves while doing so, and tell you to go to everyone else but them for answers, and you do that and each vendor consistently advises its examity who has not processed the exam in a timely manner. When you advise them of that, they cut the chat service, leaving you to start over with someone else. There is no accountability with this company.

  

  Business Response

  Date: 07/22/2024

  This complaint is invalid. 

  It is submitted by "ANON" and provides a phone number of *********.

  The complainant does not provide any information that would allow me to research and resolve the issues.  He states we take no accountability but he doesn't provide us with an opportunity to assist.

• Initial Complaint

  Date:05/24/2024

  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.

  I scheduled a test with this company. On the day of the exam, the protor did not approve my microphone. I told them that I would buy a different microphone if needed and we could reschedule the test. They told me I could not rescheduling or get a refund and showed me a snippet from their code that says "You must have a functioning microphone and built-in or external, connected speakers."Well, I did have a microphone that was functioning but they didn't approve it because it was a headset and not a desk mounted microphone. How was I to know what kind of microphone was needed?I'm just trying to go to college and better myself and this test company is trying to squeeze money out of me by making me schedule tests multiple times over minutia like this.

  

  Business Response

  Date: 05/28/2024

  Standard rules for all exam are:

  No phones or headphones

  Your webcam, speakers, and microphone must remain on throughout the test

   

  If the candidate is unable to uphold these rules, we are unable to proceed. Without knowing who is institution is, I am unable to answer specifically about his reschedule request. He can respond to me with his institution for further investigation or reach out to his institution for further instruction on rescheduling. whether or not there is an additional fee would be dependent on the organization.

  Customer Answer

  Date: 05/28/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The test that I was to take was the ***** I tried contacting your customer service and they were unhelpful, giving me the run around. I can get whatever kind of microphone you want me to have, all I want is to be able to take the test or get my money back so I can take the test in person with a different organization. I think it is very reasonable to get a reschedule in this case. You have not provided $325 worth of value with a 5 minute online meeting where I was just told to get another microphone.

   
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 06/04/2024

  Thank you for providing the client name.  I was able to locate your exam.

  When testing with GMAC through Examity there are standard rules that you must abide by:

  You are NOT allowed to use headphones throughout the duration of the exam.
  Your webcam, speakers, and microphone must remain on throughout the entire exam, including while on break(s).

  You did not arrive to the exam prepared to abide by these rules.  You wanted to either use your headphones or turn your microphone off for the exam duration.  We cannot allow this based on the rules set in place by GMAC.
  

  You were directed to contact Support regarding rescheduling.   Support notified you that, per GMAC policies, you needed to contact GMAC directly to reschedule.

  We have notified GMAC of your complaint and your concerns.  If you need any further assistance, I strongly urge you to contact GMAC directly.

  If you do reschedule for another online testing session, I recommend that you review the rules and ensure that you have the proper environment and equipment to complete the exam.
  

  Customer Answer

  Date: 06/05/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have already followed all channels to try to reschedule and have been denied.  I do not find this to be reasonable.  I think you as the test administer should be able to fix this.  If you cannot reschedule then my complaint against you stands. I do not find it reasonable that I should forfeit my money because of a technicality.  Once again, I didn't want to use headphones in the test, I merely needed the microphone which was a part of the headphones to be  turned on so that you could hear me thru the microphone.  If this is not allowed, I will of course get another microphone and reschedule ASAP.  But you are refusing to allow a reschedule. I think this is unreasonable and amounts to theft of my money.  It is not unreasonable to reschedule once in the event of a technical problem such as user having an unapproved microphone.

   

  When this happened, I expected to be able to reschedule later that same day after I went to the store to purchase a different microphone. That would be reasonable and acceptable business practice.

   

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:05/13/2024

  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.

  Today I was attempting to write my Accident and ****************** exam through Examity. I wrote previously 4 exams through them in which there was always an issue. But today while going through the steps to write my exam the ******* informed me that I cant write the exam in the settings that I am. I informed him that I wrote 4 exams prior to this one without issue of the room Im which I am doing it in. I was later informed that the 4 previous proctors didnt follow the exam rules in which I can write my exams in specific rooms. I was writing the exam in my bedroom and all 4 previous exams I wrote in my room without issues. Now Im being told that I cant write it here. I made it know that all proctors before allowed me to do it and they said that the previous proctors didnt follow the rules. So now Im in disagreement because its not my fault that I cant write the exam. It is miscommunication and misrepresentation of the rules. And there English language is very low in which I can barely understand what they are saying and they are having trouble stating the rules .

  

  Business Response

  Date: 05/15/2024

  I apologize for the difficulties you encountered with the recent exam experience.   

  I have reviewed the exam.  Your institution requires a strict testing environment which means that you should be seated at a table in an enclosed room.  An open concept room is not acceptable.   This is a relatively newer rule and we are working to ensure that all of our proctors are consistently enforcing this rule.
  

  As for the proctors communication, I did review the exam recording.  The ******* did have an accent but was able to clearly communicate.

  Please reach out with any further concerns.

• Initial Complaint

  Date:04/14/2024

  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.

  4/14/2024 I was scheduled to take an exam for WCU C215 class. This is the 3rd exam I have taken and they have all been bad experiences. This one today took the top though. First of all you cannot understand the "proctors" with their accents, they are very rude and try to find any reason to not allow the exam to take place. Today my task bar does not show up and the "*******" stated that if it does not show up I cannot take my test so once I was able to show the task bar he made me scroll through the entire thing, next he had me doing all types of system changes on my web cam and on my computer, then he had me scan my desk multiple times to make sure I wasn't trying to cheat. Asked if my printer was a printer and if it was turned off! What does it matter if my printer is off? I FINALLY got to start the exam and 4 questions in he interrupts me and says I cant move out of the camera. I literally sat back in my chair, you could still clearly see my hands, key board, mouse and my upper torso just not my face for like 10 sec! That is absolutely unreasonable to stop a test for that! I got so upset I was crying out of frustration and requested a new ******* and that was denied. WTH I pay for my school and this exam I should be given a new ******* and an environment where I am not made to feel like I am cheating because I sat back in my chair. I am demanding the $60 I paid to be refunded to my school so I can withdraw from them and walk away from this degree and terrible exam platform.

  

  Business Response

  Date: 04/15/2024

  I have reviewed the complaint for this candidate.

  There are two exams that she took on April 14th.  A practice exam (********) and the actual exam (50318158). Candidate did not join the session for the practice exam to ensure that all rules and procedures were set up properly. 

  The ******* joins the exams with the candidate.  The ******* was clear and easily understood while onboarding the candidate. 

  The ******* walked the candidate through the steps and rules set in place by their institution. The ******* is patient and attempts to resolve issues while setting the candidate up appropriately.  These are steps that would have been done during a practice exam, as well.  We are a vendor for her institution and we are required to follow the rules set in place by her institution. The candidate appeared frustrated at following the instructions that the ******* was giving, including reviewing her task manager and then the proper set up for her web camera.  

   

• Initial Complaint

  Date:02/19/2024

  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.

  Worst experience ever. I followed each representative instructions. Almost got through and she disappeared and disconnected my screen. It took two hours to fix this and talk to representatives. Was unable to do sooo. Very frustrating

  Customer Answer

  Date: 03/01/2024

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************

• Initial Complaint

  Date:12/08/2023

  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.

  I was starting an exam with Examity. There seemed to be an issue with my camera, so I contacted the support service to see if there actually was an issue or if I just didn't understand their interface. The support agent instructed me to log out and clear my cache. What the support agent did not tell me was that this would end my exam and that I would have to reschedule it for another day/time. I contacted a second agent when I couldn't log back into my exam, and this second agent is the one who informed me of the necessity to reschedule. What I was not told was that the $10 fee I paid to schedule it the first time would have to be paid a second time. I contacted a 3rd support agent to get a refund, and despite Refund being one of the items in the drop down menu before speaking with a support agent, the support agents can't actually issue a refund. All he could do is redirect me to an email, repeatedly, with no other response; I think he was just copy pasting the previous message.

  

  Business Response

  Date: 12/08/2023

  Thank you for your patience while we worked through this to figure out the root cause. A refund has been issued and you should receive within **** business days. If you have any other questions or concerns please reach out to our Senior Operations Manager, *************************, at *********************************

  Customer Answer

  Date: 12/08/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************