Business Profile

Test Publishers

Prometric, LLC

Complaints

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

Customer Complaints Summary

124 total complaints in the last 3 years.
39 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/27/2025
Type:Customer Service 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.
Attempted to enter the online test several times and was asked by different proctors to do different things. The proctor remained on the screen with another male proctor and confirmed something was happening with the test on their end as it wouldnt load for them. When I finally was able to begin the test after the 3rd or 4th attempt to begin, the test turned black and a screen came up that asked for my computer generated password. So, I spoke and said, its asking for my password but its on the paper thats out of my reach so I need to grab it. No one responded so I assumed the proctor had issues again, I could see them still on the screen in a box in the upper right hand corner. Chat was no longer working. I answered 8 questions when they shut me off and asked me to restart the test. When I tried to reenter, the test said I had attempted too many times therefore wasnt allowed to restart. I believe this was done intentionally as I paid several hundred dollars to take this test. When I asked for a review, their response described the same as I have described however they are saying I need to pay again and that it was a connection on my end that was bad. But they even said they were having a difficult time loading the exam from their end. I requested to retake the test at no charge and despite their own review confirming what happened, they refuse to allow me to retake the test without paying again. They have also suggested I take the exam at a location several states away instead because of their inability to provide the test thereby proving the issue was on their end.
Business Response
Date: 07/02/2025
Thank you for bringing this exam candidate's concerns to Prometric's attention.

The candidate filed an inquiry regarding compensation. Unfortunately, the candidate must contact *** ******* (***) for assistance with this:
*********************
***** ***
********************
************** (toll free)
************** (phone)

We have forwarded this request to ***, they will contact the candidate within 48 hours.

We thank you for the opportunity to review and respond to this candidate's concerns.
Initial Complaint
Date:04/09/2025
Type:Customer Service 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 signed up to take the LSAT and Lsac uses prometric to administer the test. Right when scheduling opened up, I scheduled my remote LSAT for 10 am on 4/10/25. I received a confirmation email on March 27, 2025 saying my test time is 10 am. I then received a reminder yesterday, 4/7/25, reminding me of my lsat on 4/10/25 at 10 am. I just received an email this morning of Prometric moving my test time back to 3:30 pm for no reason and without my authorization. I leave the state at 4 pm on 4/10/25 and now can't take my lsat because Prometric made a mistake and moved my test time. I called and told them I didn't authorize this change and they apologized but said I can't change it back since the deadline to change the test date/time ended yesterday 4/7/25. I didn't make this change and told them to fix it and still haven't heard back. Because of Prometric's mess up, I now can't take the LSAT in April and will have to move it to June which will cause issues with me getting into law school now this Fall and also will cost me over $200 to move the lsat to June from April. They clearly messed up and screwed me over and won't give me a resolution to this problem. If i don't get a resolution from Prometric, I am considering filing lawsuit against them.
Customer Answer
Date: 04/09/2025
I had to now withdraw from the LSAT for tomorrow because of Prometric's mistake. I had to pay $238 to cover change fees and Prometric promised they would call me last night before 6 with a resolution and they never did. If they do not cover the costs I am going to file a suit against them for changing my test date without my authorization and doing so after the change deadline and telling me i am out of luck.
Business Response
Date: 05/02/2025
Thank you for bringing this exam candidate's concerns to Prometric's attention.

The candidate filed a complaint regarding their test date. The candidate has been in contact with out registration department to reschedule their appointment back to the previous time of 10am on April 10. If the candidate has any concerns, they should contact us at ************** (option 2).

We thank you for the opportunity to review and respond to this candidate's concerns.
Customer Answer
Date: 05/02/2025

Complaint: ********

I am rejecting this response because:

They did not contact me on my test date to move my test date back to 10 am and they told me that I was out of luck and had to take it later when they changed it, costing me over $200 and now might not be able to get into law school this fall. This has NOT been made right at all. I shouldnt be the one having to pay for THEIR mistake.

Sincerely,

**** ******
Business Response
Date: 05/11/2025
Thank you for bringing this exam candidate's concerns to Prometric's attention.

The candidate filed a complaint regarding their test date. As previously stated, the candidate has been in contact with out registration department to reschedule their appointment back to the previous time of 10am on April 10. We are willing to assist, but the candidate must contact us at ************** (option 2).

We thank you for the opportunity to review and respond to this candidate's concerns.
Customer Answer
Date: 05/12/2025

Complaint: ********

I am rejecting this response because:
like I said previously, how does Prometric back date me and allow me to take it on April 10 when it is May now? This answer is not accurate whatsoever. Also, the money I spent to reschedule the test due to Prometrics mess up is not clarified in their response.

Sincerely,

**** ******
Initial Complaint
Date:04/01/2025
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 had a frustrating and disappointing experience with this company due to poor communication, lack of accountability, and questionable competence.

Incorrect Exam Scheduling: They scheduled me for the wrong exam, which caused unnecessary delays.

Lack of Transparency: I was required to pay before being allowed to see available exam dates. When none of the dates worked with my schedule, they told me I'd have to request a refund.
A simple fix would be allowing customers to check available exam dates BEFORE requiring payment. I strongly urge others to be cautious when dealing with this company, and I hope they address these issues to improve their service.

Unresponsive Customer Service: Despite multiple attempts via phone and email, they have ignored my refund requests. Even to this day, they still haven't refunded me despite assuring me numerous times that they would during the few times that I was able to get a hold of them on the phone.

Questionable Competence and Potential Discrimination: They hire unqualified personnel for their language rating exams. As a native Vietnamese speaker, I was inexplicably rated "Advance - mid" in Vietnamese yet "Superior" in English, a language in which I am significantly less comfortable speaking than my mother tongue. The Vietnamese evaluator had a strong Northern accent, whereas mine is Southern, raising concerns about possible discrimination based on regional dialect differences. I submitted a formal complaint regarding this issue, receiving an automatic response promising contact from their Candidate Care staff within three business days. However, it has been almost a month without any further communication.

The monopoly status has made Prometric complacent and incompetent. I am seriously considering pressing charges against them for fraudulent behavior.
Business Response
Date: 04/04/2025
Thank you for bringing this exam candidate's concerns to Prometric's attention.

The candidate filed a complaint regarding their testing experience; the following was sent to the candidate on 4/2/25:
"Dear **** **,

Thank you for contacting Prometric.
Your appeal is still being investigated as we are well still well within the allotted days to provide a response. We received your request at ~10:45PM on March 14th; we have 20 business to respond if the matter does not require additional research. In extreme cases a response could take up to 60 business days. While I do not see that being the case here, I can advise we are actively reviewing this matter and should have a resolution soon."

We are working diligently to resolve this matter and will contact the candidate the moment we have an update. We thank you for the opportunity to review and respond to this candidate's concerns.
Customer Answer
Date: 04/04/2025

Complaint: ********

I am rejecting this response because:
Prometric didn't respond to the correct request. I'm talking about a failure to address my refund request for $376.90 and not the recent complaint made against testing result. Even though I did file a complaint against testing result a few weeks after my refund request was submitted by your one of your staff - Rep. ***** *******. Please actually look at the PDF attached, it has all the information you need and it's there for a reason. Again, the issue I raised with BBB was about this Refund Request Case Number - ********. Please look at my files on your system carefully as I currently have 1 refund request and 1 complaint. For your convenience, I've attached the refund request email again. Please read the "Describe Your Request Further" section, that part was documented by your employee ***** *******.

Sincerely,

***** **
Initial Complaint
Date:03/28/2025
Type:Customer Service 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 am writing to formally express my extreme dissatisfaction and distress regarding the unacceptable treatment and technical issues I encountered during my scheduled examination today, 03/27/2025, at 2:15 PM.Firstly, I had prepared diligently for this exam, investing significant personal effort and sacrificing sleep due to my ADHD and existing health conditions. Unfortunately, at the appointed time, no representative appeared for my exam, leaving me waiting anxiously for over three hours.Upon finally connecting with a proctor, I faced multiple unexpected requirements, including technical demands regarding my camera, covering my television, and even removing furniture (such as my chair). Despite my attempts to comply fully, the proctor* abruptly disconnected the session, treating me in a humiliating and disrespectful manner.This experience has caused me severe emotional distress, exacerbated my existing health conditions, and negatively impacted my ability to perform adequately during the examination.I kindly request an immediate investigation into this incident, a detailed explanation, and appropriate corrective actions. Additionally, I seek suitable compensation or rescheduling accommodations due to the significant inconvenience, distress, and disadvantage caused.I trust you will handle this matter promptly and fairly. Should you fail to address my concerns adequately, I will consider further actions, including seeking legal remedies.Thank you for your prompt attention to this matter. I look forward to your timely response.
Business Response
Date: 04/04/2025
Thank you for bringing this exam candidate's concerns to Prometric's attention.

The candidate filed a complaint regarding their testing experience. The candidate has contacted our Customer Care department and the case is currently being worked on.

We thank you for the opportunity to review and respond to this candidate's concerns.
Initial Complaint
Date:03/24/2025
Type:Customer Service 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.
Hi,

I scheduled an appointment with the testing center at

**** ******** ** ***** ***, Columbia, MD 21046, USA

I have severe allergies and take allergy medicine and steroids. I let them know at the testing center I needed paper towels for my allergies (So much mucus, the tissues provided were insufficient). They refused to let me use paper towels because it was a prohibited item and told me I would need to call a number for accommodations.

I spent about an hour on the phone with both ProMetric and ETS. I was told it was possible to do a "testing date complaint" regarding the allergies and was following up for information.

I overheard ****** in the testing center on the phone with her boss telling her that she didn't hear me sniffle since I got there so I didn't need what I was asking for. ****** is not a physician, she is not qualified to assess my medical condition, and to dismiss the customer's health concern like that is very unprofessional and basically calling me a liar.

I would like an apology from ****** and for someone to speak to her about what she says in front of customers. It's completely inappropriate to call your customer a liar in front of him.

For resolution of this matter I am also requesting that Prometric reach out to me and help me setup this accommodation since I was unsuccessful with the numbers the testing center gave me.

Thank you for your concern regarding this matter.

*******
Business Response
Date: 03/24/2025
Thank you for bringing this exam candidate's concerns to Prometric's attention.

The candidate filed a complaint regarding their *** exam. The candidate must contact *** at 1-877*********.

We thank you for the opportunity to review and respond to this candidate's concerns.
Customer Answer
Date: 03/24/2025

Complaint: ********

I am rejecting this response because:
Request refund.

Sincerely,

******* ******
Initial Complaint
Date:03/12/2025
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 took a test with Prometric on 12/6/2025. I passed in MA, and it was the life insurance producer license test Once I passed the exam, the scores are supposed to be sent to the **** so I can apply for my license. Myself and my higher ups have spoken to prometric about 9 times. Originally some information was not in the system correctly, so the initial call was to update that information. We were told it would be up in about 5 business days. We waited almost 2 weeks and called again because my score report still wasn't uploaded. This cycle has continuously gone on for about 5-6 weeks. I have had supervisors from prometric reach out to me directly, and had all there information verified again, and still we have no solution, (this was about 2+ weeks ago now). This is starting to affect my livelihood, and needs to be settled. Any help appreciated.
Business Response
Date: 03/24/2025
Thank you for bringing this exam candidate's concerns to Prometric's attention.

The candidate filed a complaint regarding scores being sent to the state. **** was contacted and no issues with the scores was found. The candidate is indeed in their system.

We thank you for the opportunity to review and respond to this candidate's concerns.
Customer Answer
Date: 03/24/2025

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:02/27/2025
Type:Customer Service 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 company, Prometric, does not provide even close to basic minimum standards for communicating with their candidate clients. I am a candidate for an exam that is by contract only available from Prometric testing centers. I reached out to their only available method of communication, an online form, on 2/20/25 to give me the assistance I need with getting information about the availability of that exam in certain testing centers. The standard reply email stated that "We are committed to responding to your request within the next 3 business days and you will receive a reply once the case has been completed." It has been 4 business days so far and Prometric has not responded to my customer service inquiry. They have no public phone number or any other method to contact them other than the online form, which is what I used before. The company is obligated to communicate with exam candidates because they are contracted to do so. Their lack of response within their "committed" time frame and lack of any appropriate, timely form of communication or contact methods is frustrating and unacceptable.
Business Response
Date: 02/28/2025
Thank you for bringing this exam candidate's concerns to
Prometric's attention.

The candidate filed a complaint stating they had an issue getting testing dates.
Unfortunately, the candidate must contact our Registration & Scheduling
department to check available dates. Candidate should go online to ***************** or contact us at 1-866-********.

We thank you for the opportunity to review and respond to this candidate's
concerns.
Customer Answer
Date: 02/28/2025

I am rejecting this response because:
Prometric responded with "The candidate filed a complaint stating they had an issue getting testing dates."
This is inaccurate. What I actually messaged them about on 2/20, and have still not gotten a response to 6 business days later, was "getting information about the availability of that exam in certain testing centers" as I stated in my complaint. I nowhere asked about "getting testing dates" as this response from them says, so that is false.
So my question I sent to them on 2/20 has still not been answered. The number provided to their response message is provide nowhere on their website, so it is unfortunate that they had to receive a complaint to give out that phone number.
The company's response that I contact "Registration & Scheduling department to check available dates" is not helpful because it does not answer my question of them. I can already use their online system to check available dates, and I have done so. My question goes beyond that, which this representative ignored. My question is whether certain testing centers near where I live will have dates that open up in the future coming months for my specific test. That is an entirely different question than simply "checking available dates." Their website does not answer my question and needs someone to personally check on the answer to my question and provide the needed customer service.
Sincerely,

**** ********
Business Response
Date: 02/28/2025
Thank you for bringing this exam candidate's concerns to
Prometric's attention.

The candidate filed a complaint stating they had an issue getting information
about the availability of the ABP exam in certain testing centers.
Unfortunately, these are the only locations the exam is and will be available
within 50 miles:

**Addresses redacted by BBB**

The candidate still has the option to contact our
Registration & Scheduling department at 1-866-********.

We thank you for the opportunity to review and respond to this candidate's
concerns.
Customer Answer
Date: 03/03/2025

I am rejecting this response because:

Prometric did not even address the question I asked. I already specifically stated that I'd already looked up what testing centers CURRENTLY are available for this test, so the information they responded with is what I already know. However that is not what I asked. I asked if there would be other testing centers that will open up in the future at locations that are closer than the two mentioned by Prometric. There are other testing centers that are closer to me than those. Prometric continues to demonstrate that they do not regard the concern or questions of candidates with the due seriousness and attention deserved, as evidenced by this failure to respond to my question. The company has not abided by the requirement to answer a candidates questions.

Sincerely,

**** ********
Initial Complaint
Date:02/26/2025
Type:Customer Service 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 Saturday, February 22, 2025, at approximately 0730 hrs, I arrived at the Prometric testing
location in El Paso, TX, to take the AANP exam for the first time. Upon arrival at the location, I
furnished multiple pieces of identification, including a New Mexico driver's license, a federal
military identification card, a passport, and a social security card. Upon furnishing the
identification, a sta? member at the Prometric location proceeded to have me lift up portions of
my clothes and expose my body for a personally unauthorized, inappropriate, and unwelcome
check with a metal detector. The Prometric sta? member was alone and did not have a second
person overseeing her unethical behavior.

Upon being exposed to an unauthorized body check, the screen on my computer was tilted by
Prometric sta? in a way that caused glare on the screen. Since the exam is timed in a way that
every second counts, it is my belief that I failed that exam by one question due to this reason.
Since the exam is a paid product, I feel that the company could be profiting from reexamination
fees if a citizen takes the exam over and over. Also, the exam has a yearly limit of two times per
year, so the exam taker is placed in a marginalized position. It is my belief that this particular
examination location could be practicing profiling in this situation against a person of
Caucasian descent.

Finally, outside of the testing location, a person that appeared to be under the influence of a
drug and/or mentally unstable was outside pacing around and picking up random items o? of
the floor, then placing them in di?erent locations, which included in front of the testing location.
This made my family and me feel extremely uncomfortable about this location as a whole.
Business Response
Date: 02/28/2025
Thank you for bringing this exam candidate's concerns to Prometric's attention.

The candidate filed a complaint regarding their testing experience. Please note: All refund, reimbursement, and hardship requests are handled by *****. The candidate should contact ***** at:

Phone:
************
Fax: 512-637-0540
Website: ****************
Email: **************************

We thank you for the opportunity to review and respond to this candidate's concerns.
Initial Complaint
Date:02/20/2025
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 arrived around 1:40pm to take a 2pm test. There was a long line. I reached the first check in desk around 1:55pm. The person checking in test takers wrote a check in of that time, 1:55-ish. I waited in two different waiting areas for more than thirty minutes. Other test takers, who arrived after me were checked in before me. I was finally called to enter my testing room around 2:40pm, an hour after my arrival time and 40 minutes after my scheduled test. I was the very last person called to enter. I was very frustrated with my experience. I knew my emotions would result in a less than optimal performance, thus, I opted not to take the test and inquired about the process for rescheduling. I filed a complaint with Prometric, the test taking center, and ETS, the company that administers the test. I am requesting rescheduling or a refund. *** is *********** ******* *******.

Prometric representatives stated *** makes the decision about refunds and rescheduling. *** stated that they already paid Prometric and I cannot be refunded or rescheduled. Thus, if I want to take the test again, I have to pay it in full. *** stated I arrived at 2pm, which is not true. There is video that can prove my army arrival and sitting in wo different waiting areas for more than 30 minutes.

After reading their reply that I must pay in full to take the test, I called *** again and asked if there was someone in the United States that I could contact and was told no.

My Prometric Complaint Number is: ********************
My *** Incident Number is: *************
Business Response
Date: 02/24/2025
Thank you for bringing this to our attention.
We completely understand the candidate's frustration, and we sympathize with the candidate; however, we do not handle these types of issues for *** exams. The candidate must contact *** at 1-800-******** for assistance. Unfortunately, policy prevents us from making decisions regarding refunds, reimbursements, or personal hardships.
Customer Answer
Date: 03/03/2025

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:02/18/2025
Type:Customer Service 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 process to receive a test date from Prometric for the nurse aid exam is to complete a background check and complete the Prometric form with the $155 fee. I completed my background check on November 8th, 2024 and completed the prometric application with the fee paid on November 18, 2024. I was told by my instructor that Prometric has 4-6 weeks to assign a test date, so on January 10, 2025, I requested a refund since I never received a test date nor any correspondence from Prometric. Prometric emailed me on January 15, 2025 telling me to reach out to my sponsor for an eligibility number then call them. I responded on the same day that I was no longer interested in taking the exam and that I would like to continue with the refund request. Prometric never responded to my reply and never processed my refund. So on February 10, 2025 I called the customer service number provided in the email to speak with them about my case and they had me on hold for a while then disconnected the call. After that, I emailed the company again and never received a response.
Business Response
Date: 02/28/2025
Thank you for bringing this exam candidate's concerns to
Prometric's attention.

The candidate filed a complaint regarding their Nurse Aide
exam. The refund will be processed, and a check will be released on 3/6/25 in
the amount of $155.

We thank you for the opportunity to review and respond to
this candidate's concerns.

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