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:11/14/2024
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.
11/13/2024
I was trying to take my paraprofessional exam I went through the check in process I had started my exam when I went to continue it gave me a red flashing time I had only been in the test for 35 mins I reached out to the proctor through the chat she wasn't replying to me when it kicked me out I reached out to chat support I was given several different phones numbers talked to 3 people all to be told nothing very frustrating process !!!
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 a refund. The candidate was contacted and advised on 11/18/24 to contact the client for the refund.

We thank you for the opportunity to review and respond to this candidate's concerns.
Initial Complaint
Date:11/04/2024
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.
I took my USMLE Step 1 exam on May 25, 2024, but unfortunately failed. My exam experience several disruptions, particularly loud music audible throughout the center, including all common areas like hallway, break area, and bathroom. NBME noted audible music in its investigation in all areas of the test center except the audible music couldn't be picked up in the secure test area. This music confirmed by investigation interfered with my break time accommodations, which were otherwise intended to help me manage anxiety and ADHD, conditions exacerbated by noise.

NBME’s investigation confirmed the presence of music but did not void my score, instead offering a retake fee waiver. Meanwhile, Prometric admitted the music did not meet their testing standards, stating, “the issue you reported does not meet Prometric's standards for test environments.” My accommodation letter from NBME also explicitly supports the need for a low-distraction environment to help "refresh focus," but I found myself distressed by the noise during breaks.

My situation aligns with Prometric’s appeal grounds, which allow for claims due to "Significant error in administration" or "Environmental factors." I am requesting an appeal to void my May 2024 exam score based on the inappropriate environment. I have documents, including medical records and communication with NBME and Prometric since June 2024, supporting timeliness of my numerous previous unopened appeals and complaints. There is also a Prometric website error that prevented submission of the appeal online. I tried weeks and months before, but due to an admin error on the prometric site, this appeal can’t be submitted. Prometric IT department must fix the Recaptcha “Error for site owner: invalid domain for site key.” For now, as it is an environment issue, Prometric must address this through its own means.

I request a review to void my Step 1 score due to confirmed disruption, which disproportionately affected my performance.
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 a reimbursement. The candidate was contacted and advised to contact the client at [email protected] for the refund.

We thank you for the opportunity to review and respond to this candidate's concerns.
Initial Complaint
Date:10/16/2024
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.
I applied to take a credentialing exam for my specialty and needed an accommodation for nursing as I just had a baby. When I called to schedule the exam with accommodation, I was told there was zero availability within 200 miles. As I'm a nursing mother, I then asked if there was anything in the area so I could just schedule the exam without accommodation and try to pump or nurse quickly before and after the test. I was told by the representative that there was availability in my city if I had the accommodation removed. Unfortunately this was untrue and I could not schedule the exam in my city. When I called several more times to try to escalate my concerns and get an exam hopefully scheduled near my city, the representatives were largely unhelpful, placing me on hold for 20 minutes at a time and promising call backs from a supervisor that never came. Very unhappy with this company and the dishonesty in customer service.
Business Response
Date: 11/04/2024
Thank you for bringing this exam candidate's concerns to Prometric's attention.

The candidate filed a complaint regarding availability. The candidate is currently scheduled at the closest location with availability. The best course of action for the candidate would be to contact our Registration and Scheduling department at 1-866-********, or online via prometric.com, to check the most up to date test times and locations.

We thank you for the opportunity to review and respond to this candidate's concerns.
Initial Complaint
Date:10/08/2024
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.
I’m trying to schedule an exam for CNA. It’s been over 14 days I have not received my email confirmation. As detail in their application I’m trying to contact Pometric but is impossible to get any info. All it’s states fill out form with confusing lingo.
Business Response
Date: 10/15/2024
Thank you for bringing this exam candidate's concerns to Prometric's attention.

The candidate filed a request to schedule; as of 10/4/24, the candidate has been scheduled for 10/16/24. Candidate has been notified.

We thank you for the opportunity to review and respond to this candidate's concerns
Customer Answer
Date: 10/15/2024

I am rejecting this response because:

Website still has no phone number to contact company. Navigating the website for info is extremely difficult. Really no customer service at all.

Sincerely,

***** ****** ********* *****
Initial Complaint
Date:09/30/2024
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.
I had my SIE exam scheduled on August 17, 2024 at Prometric Center (Prometric ID: *************) but when I showed up, my name was not in the system. I would not be able to write the exam.

I submitted a complain on August 19, 2924, case number ********; I heard nothing from Prometric. I opened a new case ******** on September 6th, 2024 and I heard nothing till now.

I want my exam fee refund, I showed up but their system messed up not having my name registered.
Business Response
Date: 10/15/2024
Thank you for bringing this exam candidate's concerns to Prometric's attention.

The candidate filed a request for a refund; however, prometric does not handle refunds for ***** exams. the candidate has been advised to contact their Compliance Officers directly. Individual candidates without a firm, are to contact ***** at 240-******** for exam refunds.

We thank you for the opportunity to review and respond to this candidate's concerns
Initial Complaint
Date:09/27/2024
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.
7/24: I attempted to take an exam online, but I was not able to launch it. My computer screen turned white and froze. I spent 1.5 hours with tech support to try to fix the problem, but I still could not. The tech support ticket number was ********. The tech support agent said it should be no problem to get a refund.
8/2: After calling 15 times and receiving no help (I couldn't even get through to anyone, and when I finally did, she said she'd transfer me to someone else but hung up on me instead), I sent an email.
8/7: I submitted a refund request as advised. The case number for that was ********.
8/22: After waiting two weeks to receive a refund, I still had not, so I emailed again.
8/28: I was finally issued another ticket number and was once again told I would receive a refund. That ticket number was ********.
9/9: I still hadn't received my refund so I emailed again. This time, there were a total of 26 email correspondences. Despite having case and ticket numbers referencing my case, no one seemed to know how to help me. Finally, I was given a different phone number to call.
9/19: I spent 28 minutes on the phone after calling the 1-800-******** number I was given via email. I was transferred twice. After talking to three representatives and asking for a supervisor, I was told I'd receive an email from one. I received an email but the 'supervisor' had no idea what was going on and his response had nothing to do with my case. I told him this, and he hasn't responded.
Business Response
Date: 10/15/2024
Thank you for bringing this exam candidate's concerns to Prometric's attention.

The candidate filed a request for refund; as of 10/15/24, the candidate has been approved for refund and a check has been mailed to the following address in the amount of $100USD:
**** ****** ***
************, ** *****

We thank you for the opportunity to review and respond to this candidate's concerns
Customer Answer
Date: 10/15/2024

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,

******* *******
Customer Answer
Date: 11/01/2024
I haven't received a check from them yet. I'm not confident (based on their previous behavior) that they will actually send the check.
Customer Answer
Date: 11/15/2024
It has been a month and I still have not received a check.
Business Response
Date: 12/04/2024
Thank you for bringing this exam candidate's concerns to Prometric's attention.

We thought we'd responded to this on 10/15/24. The candidate filed a request to schedule; as of 10/4/24, the candidate has been scheduled for 10/16/24. Candidate was notified.

We thank you for the opportunity to review and respond to this candidate's concerns
Business Response
Date: 12/04/2024
Please disregard the previous message.
Thank you for bringing this exam candidate's concerns to Prometric's attention.

The candidate filed a refund request; we thought the refund had been processed as of 10/15/24. 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: 12/05/2024

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:09/23/2024
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.
I registered the october LSAT exam and I need to schedule the exam through Prometric to take in person exam. I have accommodation therefore I need to call the accommodation line to schedule the exam. I been on the phone with the number 800******* since Thursday 9/19, and I have not go through to speak with anyone. I have been hang up many times once I do connect after 2-3 hours hold. The deadline for in person test taking will due 9/24. Please schedule me for my exam.
Business Response
Date: 09/23/2024
Thank you for bringing this exam candidate's concerns to Prometric's attention.

The candidate filed a complaint regarding scheduling. As the candidate has an accommodation, they have been advised to contact our Testing Accommodations department at (800) ********, option 2, option 2.

We thank you for the opportunity to review and respond to this candidate's concerns.
Initial Complaint
Date:09/12/2024
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.
I am writing to file a formal complaint regarding the numerous difficulties I’ve encountered while rescheduling my exam. My original exam was scheduled for September 11, 2024, at 01:00 (GMT+10, Guam/Port Moresby time). After several attempts to reschedule online, I was charged $60 on three occasions, but each time I received an error message stating, "Error - we were unable to book your appointment. Please return later to start your appointment selection."

I contacted Prometric, but the agent I spoke with did not understand my issue and directed me to an online form. I then called to reschedule over the phone, and despite clearly stating I was in Guam, the agent scheduled my exam in the wrong time zone. I requested the earliest available time on September 12 at 01:00 (GMT+10), which I saw available on the ProScheduler website, but the agent said it was unavailable and scheduled me for 14:00, which I did not request. Upon receiving the confirmation, I realized both the time and time zone were incorrect.

When I called back, the agent rudely questioned whether I was sure about the time zone and threatened to charge me another $60 if I called again. This has been a frustrating experience, and I’m requesting a full refund of $184.03, including the rescheduling fee.

Additionally, I’ve faced issues regarding the acceptance of my military ID. Despite being assured multiple times that my unexpired military ID is a valid form of identification, the proctor refused to let me take the exam. After more than 10 calls and repeated assurances that my ID would be accepted, I was still denied. Given the constant runaround, I no longer wish to take the exam with your company.
Business Response
Date: 09/17/2024
Thank you for bringing this exam candidate's concerns to Prometric's attention.

The candidate filed a complaint regarding a refund. Both fees, rescheduling and initial, will be reversed back to the credit card.

We thank you for the opportunity to review and respond to this candidate's concerns.
Customer Answer
Date: 09/17/2024

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:09/11/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I scheduled a ****** social studies 5081 test at this testing center on Friday, August 23 at 8 AM. I arrived at the testing site at 7:25 AM. There are 20 people waiting in the waiting room to take various tests. They begin calling people back one at a time and it took 2 1/2 hours before they called me back for the test at 10 o’clock. Once I got back to the computer, they then informed me that they could not get my test up on their computer. They said they called ****** and ****** said that they had sent the test and it was not a problem on their end. The people at Prometric said that they didn’t know what was wrong and how to fix it. So they kept telling me they were waiting. Finally by 11:30 and they told me I needed to reschedule the test and gave me the website and phone number to call ****** to reschedule. When I went to reschedule the test with ******, they said I could not reschedule the test for 28 days since they had record of me registering for the test on the 23rd. I have not gotten my $130 back for the test, nor can I reschedule the test for another 28 days, and the testing center (Prometrics) not offer any solutions. When I asked more questions, they informed me that this had been happening all week with the ****** tests… And they had to turn everyone away and tell them to reschedule. They did not seem to attempt to fix the problem or to inform the people coming in that were scheduled for these tests that the computers were not working for that particular test. There was another person there that was turned away as well while I was there for this test who drove well over an hour to get there and needed to take the test for her job before Monday. I am not sure who to blame… The Prometrics testing center, or ******, but both were very cavalier in acting like they couldn’t do anything about the problem and that it wasn’t their fault. Regardless, I think I should get my money back.
Business Response
Date: 09/17/2024
Thank you for bringing this exam candidate's concerns to Prometric's attention.

The candidate filed a complaint regarding their ****** exam. The candidate has been asked to contact *** at 1-800********* as we do not handle refunds for this client.

We thank you for the opportunity to review and respond to this candidate's concerns.
Customer Answer
Date: 09/17/2024

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:09/10/2024
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.
Since early September, Prometric (specifically, the **** branch) has failed to answer phone calls or respond to emails. There was success in getting an initial response on both fronts, but all subsequent attempts have gone unanswered—either the option to speak to a representative has been disabled, the phone rings once & someone hangs up, or automated emails state that you have contacted the office during office hours & someone should be with you shortly only for you to never receive a response. I have 3 separate entities on standby to assist me with securing my degree; however, Prometric has consistently been the one organization to present barriers (which all other entities were unsurprised to hear). I am awaiting a score update that appears in both CLEP & Air Force systems but fails to appear in Prometric systems. I am simply looking for updates to be able to order & send a(n) (accurate) transcript to my institution. The last transcript (at $30) failed to list my Natural Science score but listed my College Composition Modular score 3x, and considering automated messages are not sent when such an update occurs, I have no choice but to contact Prometric for an update. In summary, the customer service has been abysmal, and I find this quite unacceptable. As a senior-ranking enlisted military member, it is unfortunate to think that these are the issues my junior members have encountered.
Business Response
Date: 09/17/2024
Thank you for bringing this exam candidate's concerns to Prometric's attention.

The candidate filed a complaint regarding their score report. The candidate has been asked to contact our **** department at 877-********

We thank you for the opportunity to review and respond to this candidate's concerns.
Customer Answer
Date: 09/17/2024

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,

******* *****

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