Complaints

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

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  Prometric, LLC

  1501 S Clinton St Fl 14 Baltimore, MD 21224-5730

  
• 

  Sylan Learning of Rochester & Pittsfield

  3300 Monroe Ave Rochester, NY 14618-4611

• 

  Prometric, Inc.

  501 W St NW Washington, DC 20059-1020

• 

  Prometric Testing Center

  800 W Broad St Ste 450 Falls Church, VA 22046

• 

  Prometric, Inc.

  1660 L St NW Ste 205 Washington, DC 20036-5603

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:10/05/2022

  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.

  So back in August the 3rd to be exact I had paid for my friend to take her cosmetology exam to the kindness of my heart no email was ever sent telling us what facility she'd be testing at no time of arrival nothing when we log on to their website under card information it says "dummy" for the card holder (me) and the expiration date is 12, 2999 seems a little sketchy now the test is tomorrow money has been taken out of my account $65 i've called four different numbers trying to get an answer nobody returned my phone calls I think it's a bit ridiculous that they have an A+ rating on your website given all the complaints that are listed and I also think it's ridiculous that they're allowed to run this business all willy-nilly all I'm looking for is a phone call from them a new test date, a location and a time she should arrive at please help me out here thank you
  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/10/10) */
  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The complainant has filed a BBB inquiry regarding an issue with a candidates Nurse Aide examination.
  
  The complainant wants to know the candidates test date/time/location. The candidate receives an email prior to the examination, with the complainant stating "...now the test is tomorrow...".
  
  Please note the complainant never mentioned the candidates name in the complaint, so we are unable to locate the candidate. We have reached out to the complainant for additional information.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  Date:09/28/2022

  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.

  7/7/22: Upon arriving at the Test Center around 7:52 am, Paul stated I should have arrived 30 minutes prior and that I was notified via phone and e-mail. I didn't get any voicemail to that end and none of the e-mail correspondences dated June 30th onward had that info (I only saw that on the Candidate Admission Letter). Despite the unwelcoming remark, I proceeded to check in with Judith and remembered two incidents prior where Paul was a co-proctor as she asked for my phone number. Knowing it was important for this not to recur, I advised him to not come close to me while inspecting (as is his duty during the exam) as he had brushed me before and it was needlessly distracting. Judith interrupted me twice. I told her I wasn't addressing her and to not interrupt me. I made sure to emphasize I simply wanted to take my exam. She reiterated the 30-minute arrival (yet my total check-in time was less than 9 minutes) and I walked into the exam room irritated. Keep in mind, I waited through a road diversion because there was a fire on Pine and California Avenue, in addition to the usual morning traffic. NONE of them bothered to ask why I was unable to be there sooner - they automatically assumed it was my fault. She raised her voice and stated I had not received the exam materials, so I returned. She withheld the scratch paper and 2 pencils until I listened to her. Talk about bossy. She then directed me to sign in and write my arrival (8:01 am) into the exam room at a particular entry (Chris later pointed out upon my return that it was in someone else's spot). Some proctor. When she was not saying anything important and not clenching the materials, I took them and walked inside. She didn't offer me a calculator, which I later requested and Paul brought to me. Very unprofessional and stressful - I was unable to focus on the exam for at least 30 minutes and didn't finish + failed the exam. A similar bad experience on 9/15/22 occurred where a proctor harassed me at least twice.
  

  Business Response

  Date: 10/05/2022

  Business Response /* (1000, 5, 2022/10/02) */
  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate has filed a BBB inquiry regarding an issue with their testing experience.
  
  The candidate contacted us on 7/24/22 to request a refund for the examination that was taken on 7/7/22. The candidate was reimbursed 0.57$ per mile for 68.6 miles.
  
  The candidate was advised to contact the entity they paid for the refund, as Prometric does not collect payment for the examination. The candidate understood to contact ***; however, they may have misunderstood as the client responded:
  
  "The vendor (*******************************************) does not provide refunds (see 'Examination Application' from link below): **************************************************************************************. I would like to propose taking the $295 out of the 2 employees' paychecks in question with Judith's contribution being more as she caused the most mental anguish. I do not want to go public with this issue, but I will if I'm not reimbursed because this is wrong and Prometric needs to take responsibility for their staff's aggravation and uphold the claim to treat every complaint seriously, as I would have passed my exam otherwise, being so close. That is the only reason for the exam fee request as I have to retake the exam at an additional cost to me in addition to mileage. I need the refund."
  
  Unfortunately, taking funds from the test site employees is not an option. Again, Prometric is not responsible for refunding fees not processed/charged by Prometric. The candidate has been told to contact *** at ************ regarding the refund.
  
  Please note the candidate was late to said exam; however, they were still allowed to test. There were multiple reports of the candidate's disruptive behavior, for which multiple incident reports were filed.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.
  
  
  Consumer Response /* (3000, 7, 2022/10/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  First time an explanation for mileage reimbursement was provided, even though I asked before. I was never late to any exam - complete farce. They advised arriving 30 minutes prior to testing, and a proctor even stated I had 45 minutes after the exam started to still take the exam. I contacted *** multiple times and they were either unresponsive or the line was engaged before I resorted to contacting the corporate office and finally BBB. I'm beginning to think that's a tactic on their end to avoid responsibility, much like Prometric has failed to take ownership of their staff's behavior and disruption that cost me a passing grade twice. There is a clear pattern here. Prometric acts like *** is another entity when Prometric collects the examinee data and has the testing facilities. The vendor, who collected payment, did not cost me a passing grade. Prometric staff did not harass other examinees; I was discriminated against. For a testing center, Prometric has done a poor job at understanding the unique stress examinees face, but, in my case, there was the additional commute because of a previous bad experience at another site. Prometric owes me $668.39 for my expenses less the $39.10 refund I received in July 2022.

• Initial Complaint

  Date:09/18/2022

  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 paid for 2 test to get the AZ Barber License: Theory and Written Practical. I book Sep 10th for Theory and Sep 16th for Written Practical. I have my 2 confirmation. On Sep 10th I went to take my Theory test and they give me the Written Practical I told them this is the WRONG test and she says you need to finish, so I take it. On Sep 16th I went to take what was supposed to be my Theory test and it was the same test: Written Practical which I had already taken. I try to call, Message and Email but no get an answer. They just told me you need to call Professional Credential Service when I call they want me to pay again to take the Theory test which I already pay and not take. I Need to take my Theory test or refund my money so I can pay to take a new one.
  

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 5, 2022/09/20) */
  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate has filed a BBB inquiry regarding an issue with scheduling their Barber Theory examination. The candidate has been rescheduled at no additional charge.
  
  We have reached out to the candidate and advised of our decision.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.
  
  
  Consumer Response /* (2000, 7, 2022/09/20) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you BBB for helping me. They finally send me a confirmation with my Theory test which I supposed to take on Sep 10th.

• Initial Complaint

  Date:09/16/2022

  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 am reaching out because I have been unable to take the paraprofessional test offered via Prometric.
  Wed Sept 14 I went to the parapro test in north Haven CT at 730 . They were unable to download the test for me and the staff there ,who were very kind, tried for hours to fix the problem. After 3 hours, the staff told me to go home and call 888 896 6116 at end of day to reschedule. This number is a constant busy signal and the 800-967-1100 number after 1 hour of a complicated system, I contacted someone who promised to call me today to reschedule which has not happened
  This is completely unacceptable. It bothers me A LOT that people taking this test are often low income and do not have the time or energy to try to get thru the maze of incompetence.
  As a retired citizen, I have time and want to file a formal complaint to you in the hope that this situation can be corrected for all the people who need this certification.
  
  Sincerely,
  
  **************
  
  
  

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 5, 2022/09/18) */
  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate has filed a BBB inquiry regarding a technical issue which resulted in them not being ale to take their examination. The candidate has been rescheduled at no additional charge to 9/20/22.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.
  
  
  Consumer Response /* (2000, 7, 2022/09/20) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you for intervening it took me several hours to reschedule the test but I got it today

• Initial Complaint

  Date:09/12/2022

  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 suppose to re test my written exam for CNA , scheduled my exam over a month ago, came to the place and guess what no proctor whatsoever. It was 15 students been waiting for the instructor over 3 hours and it was Saturday so no offices been open, no one could give us any information why no one show up,even we had confirmation with a date and time. Your company are the worst. Who will give us money back for driving over 2 hours to take our test for nothing , pay for the day at work that we missed. That's it ridiculous and when I called them they didn't have any answer , pushing me from one line to another. Spent my 2 hours on a phone with mo results. I need to solve this NOW because my job depends on this license
  

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/09/18) */
  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate has filed a BBB inquiry regarding an issue regarding their CNATT'd examination. The candidate was unable to take the exam due to cancellation on our end so we will be reimbursing the candidate $45.60USD for travel.
  
  We have reached out to the candidate and advised of our decision.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  Date:09/12/2022

  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 was supposed to test today 9/12/2022 at 10 am for the IC and RC AADC and chose to do so with the Prometric's Pro-proctored exam and well I shouldn't have, as I wasn't allowed to take the exam because when doing the inspection for the 4th time once was because the proctor didn't like where I was taking the exam and asked me to move to in which I was told just to move my workbooks and stuff on the floor turned over and I would be fine and to log back in, the second time was because my kids had left toys and changes, the 3rd was because my kid's cat walked through during inspection, and the 4th time when logging back on and inspecting on the table of my surrounding my camera rotated and mind you that all 4 times my camera on my laptop rotated and the other 3 proctors didn't say a thing about it. So inconsistent and a few of the things they pointed out wasn't even on the admission stuff as part of disqualifiers such as the surface I take the test on, and the camera rotation is not part of the disqualifiers but now I'm told that I only have today to reschedule it or I lose the 150-dollar fee and have to pay it all over again and of course, I am getting the run around with who to call the proctors people keep saying I need to Prometric to reschedule, then they say I need call IC and RC, and then I'm told I need to call ISO quality testing and then it's one big giant circle all over again, I am at a loss what to do and who contact at this point. When I asked to speak to the supervisor through Prometric the gentleman on the screen threatened to automatically fail me if I did not log off at that very moment to call the 1 800-853-6769 number to reschedule the exam which I didn't even get to start at all. Then they said oh we can't reschedule the exam you need to call IC and RC and then they said I need to call ISO quality testing and then it becomes one vicious repeated circle.
  

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 7, 2022/09/20) */
  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate has filed a BBB inquiry regarding an issue regarding rescheduling their ICRC examination that was terminated due to the candidate not passing security protocol. The candidate has been rescheduled at no additional charge as a one-time courtesy.
  
  We have reached out to the candidate and advised of our decision.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  Date:08/27/2022

  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 paid for a FINRA exam on August 5, 2022. The exam was scheduled for August 8, 2022 11:00am. I logged in prior to the appointment and waited for a proctor. When she came online, I presented her with my CURRENT, VALID, STATE-ISSUED driver's license which included mandatory photograph and signature. On the the very end of my license, there was a small part broken off from taking it in and out of my wallet many times. The proctor said I would not be able to take the exam due to this. I was extremely confused, as there was no information missing whatsoever. She told me that I would have to contact Prometric. I called them and they told me that I'd have to call FINRA. I called FINRA and they told me that I'd have to contact Prometric because I was marked as a no-show for my exam. I was at my exam! Phone calls back and forth, inability to take the exam and no refund of $80. Can you understand why I am dissatisfied?
  

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 7, 2022/09/07) */
  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate has filed a BBB inquiry regarding an issue regarding their FINRA examination. The candidate was unable to take the exam due to their ID being deemed non-valid due to it being damaged.
  
  We have reached out to the candidate for additional information regarding this issue in an attempt to rectify the issue.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  Date:08/27/2022

  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.

  August 26th, 2022. Test exam time 6pm PST. Paid $300 for a rewrite on an exam. Half way through my exam I was stopped, told "I took a screen shot" of my exam and canceled my exam without assisting any further. The number provided to contact does not assist with resolving my complaint or issue it just keeps prompting me to contact via message which they have no option. I was writing my CSC (Canadian Securities Course) which this company only offers options for Nursing and yet they were my protor for my exam. The company is a scam and has done to other people I work with. The ***************************** only offers this remote protor as an option for text examination. I took time off work to prepare for this exam and now have emotional distress from the experience which does not help the test anxiety I already have. I want this to be resolved where I can take my exam for my job which requires I have to continue working. I need to write this exam, please help as this is affecting my income!!! Thank you.
  

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/08/31) */
  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate has filed a BBB inquiry regarding an issue taking their CSIMA examination. We understand there was an issue that occurred leading to the exam being canceled; however, the candidate was advised they would have to contact the client for assistance as we are unable to assist with reschedules or refunds for this particular client.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  Date:08/25/2022

  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 was charged for a CNA State exam and they are no longer are able to issue it as the nursing aide testing portion changed companies to **************. I have filed 2 refund requests through prometric with responses given April 22nd and June 27th with no refund although they told me I would receive one. I have tried to call as well and they told me I can only apply for a refund online. There has been no resolution so I tried to dispute the transaction through ***** however it was after their grace period of 120 days. I have called the new company and they said to file a complaint through here. I would like a refund from Prometric LLC as they have not provided me a test for which I have paid for.
  

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 7, 2022/09/06) */
  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate has filed a BBB inquiry regarding an issue with a refund request. We released a refund in the amount of $125 for this candidate on 5/6/22. The check was mailed to:
  
  ***************************************
  
  We will reach out to the finance department regarding this issue and update the candidate within 72 hours.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  Date:08/13/2022

  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 online Praxis exam at home. Previously, I had successfully taken an at home exam without issue, so there was no issue on my end with software. On the day of my test I logged in on time for my test, and encountered a technical issue where the test would not download. I was transferred to tech support, who spent some time trying the same few things over and over (which did not even make sense, such as just deleting shortcuts.). After trying these same few things for a few minutes, tech support decided they didn't know how to solve the issue, and offered to reschedule me for another time because of this, or to let me try on another device. I accepted the offer to reschedule, since I did not have another device to use, but after choosing this tech support said they could not reschedule me, and then quickly signed off. I tried logging in to take the test again after this, with the same results, same offer to reschedule from tech support, and the same bait and switch when the offer was quickly retracted and tech support signed off. I emailed customer support, who deny that I was offered any reschedule in the first place, and insist that I will not be given a refund, even though I was never even able to open or start the test. I paid $75.00 for the test, and am looking either for a refund or the reschedule of the test that I was promised twice, thank you.
  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/19) */
  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate has filed a BBB inquiry regarding an issue taking their PRAXIS examination. We understand there was an issue launching the exam; however, the candidate has been advised to contact *** regarding their refund, as is proper protocol.
  We thank you for the opportunity to review and respond to this candidate's concerns.