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:02/03/2025

  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 scheduled a remote test on Prometric for the paraprofessional certification. Completed all of the pre testing procedures to ensure my computer system was compliant. On 1/2/25: Once the proctor logged on, she stated that my web camera did not give enough of a view of the room I was testing in. I explained that I had never been informed that the proctor would need a 360 degree view of my office. She told me I could not test and to contact customer support.
  The number she gave was not in service. I spent two hours attempting to get human on the phone. I was then told by customer support to file two things: a complaint and a request for a refund. I did both of those on 1/2/25.
  I waited 15 working day an and contacted customer support. The representative said they cancel my request for refund due to redundancy in having filed a complaint and a request for refund. She then said she would resubmit my request for refund and that I would get a confirmation in 3 -5 business days.
  Today is 1/31/25 and I have still not received an emailed response, phone call or refund. This company has personal identifying information for all of its test takers, but handles their business in an alarming manor with little professionalism.

  Business Response

  Date: 02/10/2025

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding their examination refund. The candidate's $85.00 examination fee has been refunded.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  Date:01/29/2025

  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.

  Name:****** ***
  Date of Birth: July 31, 2002
  ETS ID: ********
  
  I am writing to formally appeal the cancellation of my TOEFL scores from the online test I took on 2025/January 22 (China time) / January 21 (Central Time, USA).
  
  During the test, I successfully passed the security check and completed the exam under all required conditions. According to the ETS website, scores are typically released within 4-8 days after the test. However, during this period, my score status changed from "Scoring in Progress" to "Scores Delayed", and eventually to "Scores Cancelled."
  
  Upon contacting ETS, I was initially informed that my scores would be released on January 28. However, on January 29, I was notified that my scores had been cancelled due to receiving assistance during the test. I strongly contest this decision** for the following reasons:
  
  1. No external assistance was provided.Throughout the exam, my computer’s camera remained on, and my room underwent a thorough security check to ensure that no other individuals were present. I also turned off all electronic devices except my computer. Given these strict conditions, I am certain that I did not receive any unauthorized assistance.
  
  2. Lack of evidence. The email notifying me of the score cancellation did not include any specific evidence proving that I received assistance. If there is any concrete evidence, please provide it directly so that I can address the issue properly.
  
  Best regards,
  ****** ***

  Business Response

  Date: 02/10/2025

  Thank you for bringing this exam candidate's concerns to
  Prometric's attention.
  
  The candidate filed a complaint; however, all complaints are
  handled by the client. Candidate should contact the client at 877-*********
  
  We thank you for the opportunity to review and respond to
  this candidate's concerns.

  Customer Answer

  Date: 02/12/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  
  
  I called customer service and wrote emails that didn't help me in any way, no one even replied to me

  
  
  Sincerely,
  
  
  
  ****** ***

  Business Response

  Date: 02/18/2025

  As previously stated, this a client issue as opposed to a Prometric issue. The candidate should contact the client at 877*********; however, we will forward the request on behalf of the candidate.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  Date:01/28/2025

  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 was scheduled to take a virtual exam and unfortunately had a very frustrating experience. Firstly, the Prometric portal crashed my computer several times. I finally was able to log on and went through the lengthy security check, only to have the proctor who was originally assigned to me ask me to exit the portal and close out the other app I had open on my computer.
  
  Once I exited, and discovered there was NOT another app open, I logged back on, was assigned to a different proctor, and asked to complete the invasive security checks again even though the first proctor assured me I wouldn't have to. This new proctor then told me that the system would not accept my temporary ID even though the first one told me it was perfectly fine. The temporary ID is completely valid (I could even get on a plane with it). I also had a student ID as backup which is listed on the Prometric website as an acceptable form of secondary identification. The proctor, however would not accept it and instead gave me a phone number to call. The agent I spoke to when I called had no idea how to help me and gave me an email address.
  
  It is clear to me that Prometric provides very little if any training to its employees. I was given conflicting information at virtually every step of the process. I took a day off from work and spent money to take this test only to have my time wasted.
  
  I reached out to Prometric and requested a refund but have yet to hear back. After my experience, I also searched reviews of the company. It is clear that my experience was the norm rather than the exception. Unfortunately they are the only provider of the test I needed.
  
  I would like some help getting a refund. I cannot believe such a poorly run organization is allowed to have so much control over the testing that so many people need for their jobs and livelihoods.
  
  Thank you.

  Business Response

  Date: 02/10/2025

  Thank you for bringing this exam candidate's concerns to
  Prometric's attention.
  
  The candidate filed a complaint regarding their refund. The candidate is aware the refund has been denied.
  
  We thank you for the opportunity to review and respond to
  this candidate's concerns.

• Initial Complaint

  Date:01/24/2025

  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.

  I recently took the CNA exam on January 7, 2025. According to the information provided on Prometric website, exam results for the state of New York should be emailed within 5 days of the exam date. However, as of today, January 24, 2025, I have not received my results.
  
  Here are my details for reference:
  
  Name: ****** *********
  Date of Birth: **********
  Student ID Number: *********
  Date of Exam: 01/07/2025
  
  I have taken this certification exam as a critical step toward employment, and the delay in receiving my results is causing significant inconvenience and impeding my ability to start working.
  
  I have repeatedly reached out to Prometric via phone and email regarding this issue. However, I have been given different explanations for the delay in my results and varying timelines for resolution. This is a critical situation for me, as it significantly impacts my life.
  
  I received the results for the written exam on the same day; however, my Skill Exam results have not been provided. Six individuals, including myself, took the Skills portion of the exam on the same day. I would like to know if this issue is affecting everyone or if it is isolated to my case. And of course I hope to receive my results soon and to be registered CNA.
  
  I feel disappointed and frustrated by this situation because, on my end, I have done everything required to pass this exam successfully. I had high hopes of starting my job as soon as possible, and this delay is significantly impacting my plans.
  
  Thank you for your attention to this matter. I look forward to a swift response.

  Business Response

  Date: 02/10/2025

  Thank you for bringing this exam candidate's concerns to
  Prometric's attention.
  
  The candidate filed a complaint regarding recertification.
  The candidate must contact our Nurse Aide department at 800.******** as the scores are available in the TCNet portal.
  
  We thank you for the opportunity to review and respond to
  this candidate's concerns.

  Customer Answer

  Date: 02/10/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I am writing to formally address my concerns regarding my certification status with Prometric.
  1. My case does not involve recertification, as I have never previously held a license or certification. Therefore, the requirement for recertification is not applicable.
  2. Upon calling the number provided in Prometric’s response to you, I was informed that "the result should be updated." However, my results remain unavailable, and I have not yet received my license. No changes have been made to my status.
  3. Additionally, I no longer have access to my Prometric account. Despite having always been able to log in previously, my account now returns an "invalid username" error, preventing me from verifying my results firsthand.

  I hold Prometric responsible for:
  1. The delay in receiving my certification, which has significantly reduced my chances of securing my desired job.
  2. Providing inconsistent and misleading information, creating unnecessary confusion and obstacles.
  3. Incompetence in handling my case, as it has now been over a month since I took the exam, yet no resolution has been provided.
  4. Unjustified system restrictions, as I am now unable to access my Prometric account despite having previously logged in without issue.
  5. Ineffective customer support, as the operator suggested submitting another request to address the fact that my initial request was not fulfilled—an unacceptable and inefficient solution that only further delays a process that should be straightforward.
  This situation is highly unprofessional and unacceptable. I demand immediate action to resolve this matter, including a clear update on my certification status and restoration of access to my account. If the issue is not promptly addressed, I will have no choice but to escalate my complaint to the appropriate regulatory authorities.

  Sincerely,
  
  
  
  ****** *********

  Business Response

  Date: 02/18/2025

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  As previously stated, the candidate must contact our Nurse Aide department at 800.********; however, we will forward this to Nurse Aide management in an attempt to have the candidate contacted. 
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

  Customer Answer

  Date: 02/18/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I called the number of nurses' assistants, where I was clearly told that my Skill results were not in the system. There are no results! And they couldn't help me over the phone, just like before. I still don't have my results and the ability to get a license. I don't understand why Prometric doesn't understand the seriousness of this.

  
  
  
  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 regarding recertification. The candidate must contact our Nurse Aide department at 800.******** as the scores are indeed available in the TCNet portal. The candidate should now be on the registry.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  Date:01/16/2025

  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 registered to take the GRE test through their at-home system, and within the first ten minutes of taking the test they stopped the test and invalidated my score "for security reasons." Based on what I could find, they are accusing me of cheating by opening a screen sharing software during the test, which I did not do. I would like them to reschedule my test at a testing center and honor the money I spent on the first test without making me buy a whole new test.
  
  I have sent several emails and called their help line several times, to no avail.

  Business Response

  Date: 02/10/2025

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint; however, all complaints are handled by the client. Candidate should contact the client at 1-866-*********
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

  Customer Answer

  Date: 02/10/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it passes the buck and does nothing to address the original complaint.
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:01/09/2025

  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.

  My test was scheduled on 12/27/2024 at 7pm. They wanted me to lock the door so no one could enter the room. I have a 6 and 4 yr old that I couldn't lock the door on. They advised I change my seating to see the door. Which I couldn't do with out sitting on the floor which is against their policy. I showed ready to take exam paid $150 did not take exam. Because I couldn't accommodate their suggestions. I am pursuing a masters degree and not taking the test would delay me starting school. So I looked into another school who didn't require exam for accepted and no longer need the exam requested a refund and is being denied. I was not at all trying to get out of taking exam i have two small children that I could not lock the door.
  
  Refusal to give me my money back is quite crazy

  Business Response

  Date: 01/13/2025

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint; however, there is no information regarding what type of exam was taken. Candidate should contact us at 800-853-6769.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  Date:12/13/2024

  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.

  This started October 2023 concerning having my CNA license, transfer from Colorado to Louisiana. I sent in the application in Oct 2023 with payment, nothing happen. They took my payment and never process the application. I have be going through this since last year, During this time, I have sent in two more applications and still have not had my application processed. The last time I talked to someone they said that they got the application but not the payment. I made another payment at that time in Nov. 2024. That was over a month ago. I called today 12/11 and was told today that they don't have a application on file for me. This is insane and I don't know what else to do. If i resubmit my application again, they want me to pay for it again. I will not keep paying for this company. This should have done over a year ago.

  Business Response

  Date: 12/25/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding reciprocity; we referred the candidate to the LACNA department in August 2024. We will contact the candidate immediately to rectify.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

  Customer Answer

  Date: 01/04/2025

  The matter has been taken care of. Thanks, for your assistance.

  Customer Answer

  Date: 01/06/2025

  
  
  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:12/09/2024

  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.

  Mine is confusing took my CNA exam. Told by an agency that I passed but still never received and confirmation from prometric. Nothing on the site and no physical documentation from them

  Business Response

  Date: 12/25/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding a score report; we will have the report forwarded to them via email.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  Date:12/09/2024

  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 25th November, 2024 I had scheduled an at home testing for TOEFL iBT. I had run a system check and downloaded the required applications for the test. On the day of test, I faced major issues with the speaker system of my laptop. In urgency, I got another laptop but faced similar issues. The proctor and I, we both went on trying to solve the problem but could not get to a solution. The proctor suggested that I contact the ETS support. The next day, I contacted ETS support and they suggested I write an email describing the event. I sent them an email regarding the same. A week later they emailed me back saying that they would not reschedule or refund my money. I contacted them the next day trying to get a solution for this. I talked with customer support trying to explain my issue and they hung up on me. I did not exactly want a refund but the least they could do was reschedule or try to understand my issues.

  Business Response

  Date: 12/25/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a refund request; the candidate should contact ETS at 877-863-3546.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  Date:11/22/2024

  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.

  After numerous attempts to renew my CNA certification, Prometric has yet to comply. I completed my paperwork and $40 bank check a month prior to my certification expiring and was sent back an incomplete notice/error on my papers. I was assured by Prometric that even though my certification would lapse by the time I submitted the corrected paperwork, they had already started the processing of my forms and check, so I would not need to file any separate paperwork with the NYS DOH to renew my certification. It has been five months since and several calls where I have been told my papers are still pending but no progress on their end. As of today, my certification is still lapsed and has affected my eligibility to work.

  Business Response

  Date: 12/04/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding recertification. The candidate must contact our Nurse Aide department at 800.321.6443.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

  Customer Answer

  Date: 12/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I followed up with Prometric's response by calling the Nurse Aide number provided and was told there is nothing they can do while my renewal is being processed. I asked about the general wait time for renewing my certification, which is 2-3 weeks, although mine has been in process for 4-5 months. They did not give me any assurances that this would be resolved within this time frame and claimed there was nothing they could do on my end or theirs to finalize or expedite my form. 

  
  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 12/25/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding recertification. The candidate must contact our Nurse Aide department at 800.321.6443.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

  Customer Answer

  Date: 01/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I cannot keep on calling this nurse line repeatedly waiting on hold and getting the runaround that they’re still waiting to hear back from the stateI’ve done this several times with no resolution. All I ask, is that the company  certify  my credentials for CNA license I sent payment the company cashed my bank check and all required documentation. This is going on eight months now someone please resolve this for me.

  
  
  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 01/13/2025

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate will be contacted by our Nurse Aide department.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.