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 has 88 locations, listed below.

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  Prometric, LLC

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

  
• 

  Prometric, LLC

  7941 Corporate Dr Nottingham, MD 21236-4925

  
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  Prometric Test Center

  1 Civic Center Plaza, 5th Floor Poughkeepsie, NY 12601-3156

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  Prometric, LLC

  1381 Chews Lading Rd, Bldg 5 Chews Landing Commons Laurel Spring, NJ 08021

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  Prometric, LLC

  865 Merrick Avenue Suite 70N Westbury, NY 11590-6903

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: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 was scheduled to take an online proctored exam through Pro-metric. Prior to the exam date, I followed all the pre-testing instructions, checked for compatibility and their diagnostic test to make sure my laptop met all the requirements for optimal application operation. That was the only moment that went well in this entire process.
  
  On exam morning--the test wouldn't load in which I had to take more time to reload the app AND restart the verification process (extra 25 min) of all the checking this corner, checking my arms my ears, etc. (I understand this must be done, but to have to do it twice and be delayed for that long during my testing period is ridiculous).
  
  Then after running the exam for 2 hours (with 1 hour remaining for test time) and completing 125 questions of the 150 total, the exam FROZE. This was almost 3 hours after I began the entire testing process and they don't allow you to eat, drink or go to the rest room, so I am already at the end of my reserves at this point. After being on the phone with many techs (being transferred to voicemail boxes, having the INCORRECT Candidate Care phone number pop-up on the testing application screen to call---the phone number was not in service!!!---being directed to 2 different non-working prometric emails --one didn't exist and the other email mailbox was so full it couldn't receive messages!) an hour had passed and when I finally was able to log back into the test it said my test window was over!
  
  When I called prometric, they could not provide me with the solution other than to contact the credentialing body (ANCC) to resolve this (which was already after they had closed). I had no answers if I had to take the exam again or it would restart, or if this exam would be scored even though it froze and then count against me if I failed. Additionally, I could not understand the proctor's or staff's English due to thick accents. Feeling upset and exhausted is an understatement.
  

  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 ANCC examination. We understand there were technical issues; however, the candidate was advised they would have to contact the client for assistance as we are unable to assist with reschedules due to technical issues once the examination is launched and test content is viewed.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  Date:07/17/2022

  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 have been a licensed CNA for 12 years. I work as a CNA and have renewed my license with the ********* for the past 10 years. This past year Prometric has taken over for. The *********. I filled out renewal forms 2 times along with pay stubs. I started this process in May and my license still has not been renewed. The Prometric website is difficult to navigate and impossible to get a direct link for CNA licensing renewal customer service. Help me please!
  

  Business Response

  Date: 08/01/2022

  Business Response /* (1000, 5, 2022/07/23) */
  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate has filed a BBB inquiry regarding their MACNA renewal. The candidate's information has been forwarded to Nurse Aide management so the plaintiff may be contacted. Management has agreed to expedite the request in order to rectify the issue as quickly as possible.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  Date:07/14/2022

  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 $138 for a test that Prometric customer service told me I had to take to regain a lapsed CNA license in CT. Turns out that was a complete lie! After submitting a refund request online, I eventually received a check for $138 dollars. I deposited the check in my account and, for reasons only God must know, Prometric either stopped payment on the check or it BOUNCED! I have called this company at least 2 dozen times and they still have not told me why their check could not be cashed, nor issued another refund. They keep saying someone will call, for over a month now, and no call.
  Case number is ********.
  

  Business Response

  Date: 07/17/2022

  Business Response /* (1000, 5, 2022/07/17) */
  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate has expressed concerns regarding a bounced refund check. We have reached out to our Finance department to investigate the issue and will have the check reissued on 7/22/22. We have advised the candidate and apologized for the inconvenience.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.
  
  
  Consumer Response /* (3000, 7, 2022/07/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Prometric did not advised me that a check would be reissued. I still have not gotten any communication from Prometric. And, I have incurred bank fees for the check that bounced which Prometric, I'm sure, will not reimburse.
  
  
  Business Response /* (4000, 9, 2022/07/24) */
  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate has expressed concerns regarding a bounced refund check, as they claim they were not contacted and they are now requesting bank fees to be reimbursed as well. We have reached out to our Finance department to investigate the issue and will have the check reissued on 7/22/22. We have advised the candidate and apologized for not contacting them previously. We have also insured them we will be reimbursing their bank fees.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.
  
  
  Consumer Response /* (4200, 11, 2022/07/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The check, which was supposed to be issued on 7/22, was not issued, and today is 7/25. I received an email from Prometric saying they would contact me when the check is re-issued. Until then, the issue is still unresolved.
  
  
  Business Response /* (4000, 13, 2022/07/28) */
  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate has expressed concerns regarding a bounced refund check. We originally reached out to our Finance department to investigate the issue in order to have the check reissued on 7/22/22 and advised the candidate while apologizing for the inconvenience. After further investigation it was discovered, the check was indeed received and cashed, clearing our bank on 5/23/2022 in the amount of $138.00USD. On 7/27/22 the candidate was advised the matter is now considered closed on our end. The candidate should contact their financial institution, as the institution did receive the funds.
  
  
  We thank you for the opportunity to review and respond to this candidate's concerns.
  
  
  Consumer Response /* (4200, 15, 2022/07/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  My bank DID NOT receive the funds. A stop payment was issued by Prometric on May 23 and I was charged a fee by my bank. Now I am out $138.00 plus the fee my bank charged me. Prometric is wrong. They need to review it again. I will be contacting my State Senate office for assistance with this fraud.
  
  
  Business Response /* (4000, 17, 2022/08/06) */
  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate has expressed concerns regarding a bounced refund check. We originally reached out to our Finance department to investigate the issue in order to have the check reissued on 7/22/22 and advised the candidate while apologizing for the inconvenience. After further investigation it was discovered, the check was indeed received and cashed, clearing our bank on 5/23/2022 in the amount of $138.00USD. On 7/27/22 the candidate was advised the matter is now considered closed on our end. The candidate should contact their financial institution, as the institution did receive the funds.
  
  As a one time courtesy we will be granting the candidate a $198 refund; $138 for the exam and $60 for any fee charged by the bank. This check will be mailed 8/12/2022 to:
  
  *****************************
  
  We thank you for the opportunity to review and respond to this candidate's concerns.
  
  
  Consumer Response /* (2000, 19, 2022/08/08) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The check was not cashed. This is no "one time courtesy" Prometric is providing. All of the time spent calling and waiting on hold amounts to hours of my life I'll never get back. They are not doing me any favors by refunding my money!
  
  Consumer Response /* (3000, 25, 2022/08/22) */
  Prometric did not send my refund on August 12 as promised. I have not received any check nor have I received any communication from Prometric concerning my refund.
  
  
  Business Response /* (4000, 28, 2022/08/28) */
  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate has expressed concerns regarding a bounced refund check. We have reached out to our Finance department to investigate the issue and will have the check reissued on 7/22/22. We have advised the candidate and apologized for the inconvenience. After further investigation it was discovered, the check was indeed received and cashed, clearing our bank on 5/23/2022 in the amount of $138.00USD. On 7/27/22 the candidate was advised the matter is now considered closed on our end and the candidate should contact their financial institution, as the institution did receive the funds. We advised the candidate we would be bypassing protocol and issuing a check in the amount of $198, which was released on 8/15/22 at 9:51AM EST.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.
  
  
  Consumer Response /* (2000, 29, 2022/08/28) */
  I finally received my refund from Prometric.
  Thank you BBB.