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:08/26/2024

  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 scheduled my online test for LEED GA on 8/26 at 10:30AM, and I did everything Prometric asked before the test to prepare my laptop. I started to check in my exam at 10:20 AM. The first login was successful, but the proctor told me he can't hear my microphone, and asked me to log out and log back in. I did, but this time I can't log back in. the program stuck at launching page. long story short, I asked the online help and it took more than 1 hour to trouble shoot. And after I finally logged in and started the exam, because the test language was not what I selected, I was chatting with proctor, and then my screen expired. The proctor told me that I had to sign out and sign in back with no other choices. Which means I had to go through all the environmental checks again. Again, nowhere did it indicate that how long I should take to read the terms before the exam starts, and I don't think there should be a 2 min limit on reading. And when I tried to log back in again it says "unable to proceed my test". I called the customer service they said my exam was terminated. And transferred to candidate something and no one answered. The horrible process and unclear instructions, with extremely untransparant process too so much of my time (4+ hours wasted on calling support). And i didn't and can't take the exam now. I need the refund.

  Business Response

  Date: 09/03/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding their testing event. The candidate was unable to test and is requesting a refund. Regarding the refund, the candidate must contact the client at 800-********.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  Date:08/26/2024

  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 am reaching out to the better business bureau as I am unable to properly submit a complaint on the prometric website since they have not paid the license fee for the re-captcha software on their website.
  
  I am writing to formally lodge a complaint against Prometric regarding the significant issues I encountered during my recent Marriage and Family Therapy (MFT) national examination.
  
  First, the exam contained numerous irrelevant, poorly constructed, and ambiguous questions, some with grotesque grammatical errors. This raises concerns about the fairness and accuracy of the exam, as these flawed questions do not properly assess candidates’ competencies. I believe any results from these erroneous questions should be nullified.
  
  Second, the testing environment was substandard. My exam location was changed last minute, and I was placed in a freezing room with a ripped chair, located next to a busy street. Loud noises from traffic and machinery outside the window persisted for hours, making concentration nearly impossible. Despite requesting assistance, the staff did nothing to mitigate these disruptions.
  
  Third, the staff at the testing center were disruptive and unprofessional, frequently shouting across rooms, despite my requests for quiet. Additionally, I was not given the same pre-exam preparation time as other candidates, putting me at a disadvantage.
  
  Finally, as a pregnant candidate, I requested special accommodations, which were initially dismissed. I was forced to travel further and take the exam earlier than planned, adding unnecessary stress.
  
  These conditions violated my rights under the ADA and breached the standards of fair and equitable testing. I request that the BBB investigate these issues and ensure that Prometric rectifies these deficiencies, including nullifying the results of flawed questions and providing a fair opportunity to retake the exam under appropriate conditions.
  
  Thank you for your attention to this matter.

  Business Response

  Date: 09/03/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a request for refund. The candidate's matter is currently being investigated by our Candidate Care department; we will contact the candidate with a decision within 10 business days.
  
  We thank you for the opportunity to review and respond to this candidate's concerns

• Initial Complaint

  Date:08/16/2024

  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 complaint against Prometric regarding an issue I faced with the scheduling and rescheduling of my medical exam.
  
  I initially scheduled my exam for August 18th, 2024, through Prometric's website. Understanding that my circumstances might change, I intended to reschedule the exam to a later date in September. I referred to the rescheduling policy provided on their website, specifically under Prometric > SCFHS > Frequently Asked Questions > Second Page. The policy clearly states that candidates are allowed to reschedule their exams even if 15 days or fewer remain before the exam date.
  
  Despite following the stated policy, when I contacted Prometric’s customer service to reschedule my exam, I was met with a refusal. The representative informed me that they could not reschedule my exam, nor would they issue a refund of my exam fee, which amounts to approximately $300.
  
  I believe this response contradicts the rescheduling policy outlined on their website and constitutes a breach of trust and service. I am seeking assistance from the Better Business Bureau to resolve this issue, either by obtaining a full refund of my exam fee or by allowing me to reschedule my exam to a later date in September as initially intended.
  
  Type of Exam: Saudi Medical Licensing Exam (SMLE)

  Business Response

  Date: 09/03/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding a refund. The candidate has been contacted and asked to provide additional information, as we're unable to locate their testing event within our system.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

  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. The candidate has been located and the fee 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: 09/24/2024

  Hello, 
  
  I would like to thank you in helping me with this matter. I am deeply grateful for your cooperation. 
  I have received the refund. 
  
  Thank you. 
  
  ****

• Initial Complaint

  Date:08/06/2024

  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.

  The Public Speaking course is my last credit to obtain my associates and begin the process of obtaining my BA. I decided to take the exam on 11 April through Prometric as I thought it would be convenient and simple given public speaking is part of my job as a military paralegal. Upon successfully passing the 1st part (multiple choice test) of the exam I moved on to the second part (impromptu timed speech). The system gives you 20 mins total to prepare, practice and execute a 3-5 min speech. I had aprox 10mins left so I began my speech. After approx 59 seconds the exam automatically concluded and I could not redo. After speaking with the proctors, they informed me that this was an issue across all testing sites. This was not brought to my attention at any time before taking or inquiring about the exam. I was informed I could redo part 2 after Prometric fixes the issue. I retook part two 13 June and still have not received a notice for my results. When I took part 1 my results came to my mil email. After inquiring the status of my results for weeks I was told repeatedly to give it another week. After wanting to speak with someone higher then the initial rep I was told that the system doesn't send scores to mil emails only personal. After I corrected that I waited another week. After inquiring again I was told my personal information was wrong. I am not sure what the real issue is but I am not getting any real answers and this neglect has impacted my educational progress.

  Business Response

  Date: 08/12/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding their score. The candidate placed the DOD number in the system so we will need to have the candidate send over an SSN update letter so we can process and merge the score to the correct SSN. The time frame will take up to 1 to 3 weeks since the SSN update letter will need to be mailed to us. The candidate will also need to have a personal email on file so we can send a copy of the score to their personal email, and the name of the school so we can send a copy out to the school once the score has been merged. the candidate has been advised of this information. 
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

  Customer Answer

  Date: 08/13/2024

  
  
  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.   I have received my passing results by the original information on profile and can now move on with my educational goals. Thank you BBB!
  
  
  
  Sincerely,
  
  
  
  ******* ************

• Initial Complaint

  Date:08/05/2024

  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.

  Hi! I've called multiple times to schedule my exam remotely because I am having issues online. The automated phone system refers customer to online but I am unable to schedule. I called the customer service line multiple times and the Prometric Rep is unable to schedule me remotely and continues to transfer me to another department (Candidate Care Department) - who transfers me right back. I do not want to continue to play phone games and waste time after I've already paid for services. The online portal give the option to submit a complaint, but after you click send it takes me right back to the top of the page; no submission. Prometric LLC this is unnaceptable. If this cannot be resolved, I will be requesting a refund. Thanks!

  Business Response

  Date: 08/12/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding a **** examination scheduling issue. As the candidate is aware, their exam was canceled, and they may only schedule in the Winter Testing Window (December 1-February 15) as the Spring Testing Window is over (May 1-July15). As the candidate is aware, the candidate must contact **** if they are looking to transfer their exam to the next test window. The candidate must contact **** at 800.*********
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  Date:07/29/2024

  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 one of the students who registered to take **** Comprehensive Basic Science Exam on 7/27. I originally scheduled to take it at the Prometric center in Manhattan (*** **********) but was asked to reschedule to a different testing center because the testing center broke down. So I scheduled it to take it in Brooklyn but when I showed up to the testing center, I was told that the center was “overbooked” and I cannot take exam, and that they sent an email on 6/21 asking to reschedule. I recieved 2 emails on 6/21 but both had the original Manhattan as the testing center, not Brooklyn. I’ve emailed the **** regarding this issue and they suggested I involve the school to fix this issue. I understand that I’m just one student, but this greatly affects my future and I’m absolutely flabberghasted that this has happened.

  Business Response

  Date: 08/12/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding an examination scheduling issue. The candidate has since been contacted and rescheduled to August 3rd 2024.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  Date:06/26/2024

  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 took the school leader licensure exam at Prometric. The test duration was 210 minutes. I was on the second page of test instructions when I saw the testing timer had started and was at 2 hours and 48 minutes. I wasn't given the full time to test.

  Business Response

  Date: 07/10/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding their testing experience. The candidate should contact their testing sponsor at 1-800-772-9476 regarding this matter.

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

  Customer Answer

  Date: 07/15/2024

  
  
  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,
  
  
  
  ******* *****

• Initial Complaint

  Date:06/18/2024

  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 believe this business is operating unethically with reporting examination results for test takers. I have taken a particular exam on 3 different attempts and have not passed the exam. Based on my study efforts and previous test taking skills, I believe something isn’t right with this business and situation. I believe this business has been failing students purposely to receive more money. I believe this situation needs to be investigated by the proper authorities.

  Business Response

  Date: 07/10/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding a score re-evaluation. As the candidate stated, they were advised to contact their testing sponsor at ************ regarding this matter, as there were no system glitches or anomalies that would have affected the candidates score, nor were there any content issues.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

  Customer Answer

  Date: 07/11/2024

  
  
  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:06/13/2024

  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 June 10, 2024, I used the online application at Prometric.com to retake the CNA clinical skills test. I paid $73.00 for the exam. I called the customer service number and was hung up on by an associate, and when I called back another associate told me to call customer care. The associate in customer care did not speak clear english which made the conversation very difficult because she did not understand my issue, so the conversation yielded no results. I am being told that my payment was not captured because the system timed out. The payment went through on my end and I was charged for the transaction. I have provided a screenshot where the payment was processed in the amount of $73.00. I want a refund or for my clinical skills test to be scheduled. I will not be out of money and no exam.
  
  Prometric ID#*********
  Application#*********
  Application Date: JUne 10, 2024

  Business Response

  Date: 06/13/2024

  Thank you for bringing this exam candidate's concerns to
  Prometric's attention.

  
  The candidate filed a complaint to dispute a monetary amount
  of $73. After
  careful review this refund request has been denied, as no fee has been located. There’s a chance there may have been an authorization hold.
  An authorization hold is a way for merchants to reserve a certain amount of
  funds in a customer's account to ensure a future transaction can be processed
  successfully. Authorization holds may also be referred to as a preauthorization.
  
  To
  remove the authorization hold, please instruct the bank to release the funds
  back to your account. If issues arise, you may need to contact your bank to
  expedite the hold's release.

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

• Initial Complaint

  Date:06/13/2024

  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.

  The BUSINESS had entertained a MISREPRESENTATION AT VENUE by mis-encoding attributions, and these attribution issues service a detraction on the retentive point of record, which, in this case, requires a firm, and retroactive redress.
  
  What the petitioner is soliciting to accomplish here is that the PROMETRIC INC. will re-evaluate the data, acknowledge the original mis-attribution errors on-site, and then rectify the appropriate data entries by reliance to objective ( Non-Criminal ) Court Order DATA SURETY, and administer this point of record to the extent of providing to a complete and secure amendment of the original notated transaction.
  
  Subsequently, it will render to us by POSTAL MAIL a fully corrected and amended retroactive document of integrity, and absolve its own role in all prior-derivative errors at misattribution, as performed by on-site employee oversight and personal negligence on a very groggy 6 A.M. early Philadelphia morning.
  
  We retain FULL ACCOUNTABILITY and PERSONAL DATA VERIFIABILITY and request DIRECT CONTACT by PROMETRIC Legal Counsel/Responsible Entity Oversight Office, to help with the PROFILE INFORMATION AUDIT for purposes of accuracy and re-documentation.
  
  The amendment does not affect the actual Testing Product, or to the Scoring Outcome. Rather, it re-clarifies the True Personality Attribution issue, which the current data misleadingly part-falsifies, perhaps by presumed PROMETRIC on-site employ evaluative negligence.

  Business Response

  Date: 06/13/2024

  Thank you for bringing this exam candidate's concerns to
  Prometric's attention.

  
  The candidate filed a complaint seemingly to dispute a monetary
  amount of $382.02. the complainant has requested communication with Prometric
  legal counsel only; therefore, we request the candidate to contact Prometric,
  in writing, at the following address:
  
  **** ***** ******* ******
  Baltimore MD 21224

  
  Please be sure to state what service was paid for, or what
  you are seeking reimbursement for, as we were unable to locate you with the
  information you provided.

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

  Customer Answer

  Date: 06/14/2024

  
  
  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,
  
  
  
  *** ********* ** **** ********* *** *****