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 ComplaintThe 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:06/05/2024
Type:Customer Service IssuesStatus: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.
Appeal/ complaint number on their site is ********- filed originally on May 5th. After not receiving a response I filed again, 04732388 (May 29th) They responded on May 31st that I should contact my sponsor (****) , I requested clarification being I filed the complaint/appeal on their site which they allow from their Prometric portal.
The reason for this complaint is because on my MLO exam taken on May 4th (**** 2590432) ID for exam 2590432 scored me erroneously. I failed by 1 question and I felt very confident prior to submitting my end exam. The results stated I was low performing on ethics when it is usually my strong point.
I requested an audit/appeal for this to get looked into. I need this to be looked into, being this could have been a software issue. I have taken practice exams that also had issues with correctly grading answers .Business Response
Date: 06/13/2024
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 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: 06/14/2024
Complaint: ********
I am rejecting this response because:After being contacted by the ****, they are stating they will not review being they consider the system flawless and I am considering Prometrics response a mere claim they looked into it, with no proof. This is simply a tactic to boost their revenue, on top of prejudice of some of the test applicants. I wish to request the data on my test, to prove this claim that there was no error.
The prometric site has a tab to request an appeal and audit but they are denying me my right.
Sincerely,
******* *****Initial Complaint
Date:05/01/2024
Type:Customer Service IssuesStatus: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 went to Prometric Center #4214 on April 30th for my scheduled Series 7 Exam.
My exam appointment was scheduled for 9am. I was there half an hour early as per the instructions.
They lost my drivers license while doing check in paperwork for multiple people. They put my information on someone else's paperwork and the other person's information on my paperwork. Because they swapped our ID's. When I brought to their attention they had to find my license and correct the paperwork.
They ran out of locks for the lockers and suggested I leave my belongings unsecured. Which I was not comfortable with. I had to wait for a lock in order to lock up my belongings. Eventually I received a lock for a locker in the employee only area.
I finally sat down for my exam about 2 hours after my scheduled time. I was furious by that point.
When I took a break to go to the water cooler they had no more cups. I was needing water at that point. I was getting a headache due to being there so much longer than expected. I was feeling dizzy and really needed water. I did ask if they had any cups elsewhere. I was told they had no cups for the water cooler in the entire facility.
All of the incompetence throughout my testing process affected my score negatively. I was so frustrated and flustered that it made it very difficult to concentrate and focus.
When I finished the exam and went to sign out for the day. Someone else signed my break time sign out. I told them it was not my signature and inquired why someone signed on my behalf. They kept insisting it was me. It 100% was not my signatures. Which most likely means they mixed my sheet up with someone else'sBusiness Response
Date: 05/07/2024
Thank you for bringing
this exam candidate's concerns to Prometric's attention.
The candidate filed a
complaint regarding issues at the test site. We emailed the candidate at ***********@************ the following information:
We contacted the site and got the below response from them.
(Site does not recall misplacing her ID)
Firstly, ****** mentioned an incident at the front
desk during check-in where her license was supposedly misplaced or swapped with
someone else's. I would like to clarify that during the time she mentioned, I
was occupied at the admin desk in testing room 4214, checking in candidates who
were starting their exams at 9 o'clock. I recommend directing inquiries
regarding the front desk incident to the manager, who can provide more
information.
Regarding the lack of lockers and the offer to
leave belongings unsecured or in the staff's room, I apologize for any
inconvenience caused. The availability of lockers is managed by the test center
manager, and any concerns regarding this matter should be directed to them.
Additionally, I would like to clarify that
******'s claim of waiting for two hours to be seated for her test time is not
accurate. Her test time was scheduled for 9 o'clock, and her biometrics was
completed at 9:50 at the admin’s desk. We strive to adhere to the scheduled
test times as closely as possible to ensure a smooth testing experience for all
candidates.
****** mentioned the absence of water cups at the
test center. While it is unfortunate that we ran out of cups, there is a water
fountain available in the hallway near the restroom that candidates can use.
Additionally, Prometric allows ***** candidates to bring a bottle of water into
the testing room, which could have been a viable option for ******.
Lastly, I was on lunch break when ****** checked
out. I would have explained to her that it was not anybody's signature next to
her break time, but an abbreviation handwritten by me as a test center
administrator to identify the type of break she took. "U-N-S-C-H"
stood for unscheduled break, and "R-E-T" stood for return. Her
information wasn't mixed with anybody's, and nobody signed her break time on
her behalf. Test takers usually do not sign out and in when they take a break.
We strive to provide a stress-free environment for
all test takers and deeply regret any inconvenience ****** experienced. We are
committed to addressing these issues to improve our services for future
candidates.
Please let us know if anything else is required
from our end.
Thanks
Candidates who needs to schedule, reschedule, or
cancel can self serve on our Prometric website or call into the Regional
Registration Center.
Thank you.
Regards,
Prometric Candidate Care
We thank you for the
opportunity to review and respond to this candidate's concerns.Customer Answer
Date: 05/09/2024
Complaint: ********
I am rejecting this response because:
Sincerely,
******* *********Initial Complaint
Date:04/30/2024
Type:Customer Service IssuesStatus: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 and took a test online on 4/25, there was an interruption during the test due to "internet connectivity" although I spoke with everyone in the residence and no one else experienced this "internet connectivity" issue. I called the number as instructed on the screen and the rep I spoke with told me I could not continue the exam and I should not follow the on screen prompts because while she is not an expert, she is pretty sure it is not going to work. I was then instructed to file a refund request and schedule a new test which I did. So now I paid for 2 tests. The rep did not tell me to schedule it for at least 28 days later so I scheduled for the earliest available date. I later receive an email telling me I have to wait 28 days but of course when I go to reschedule it asks for another $42.50 rescheduling fee. So I have now paid for 2 tests and a rescheduling fee. I then call Prometric so I can get information on appealing the decision and the rep said "It was denied what do you want me to do about it" most of the reps I have spoken to are not helpful and do not give accurate information out.Business Response
Date: 05/07/2024
Thank you for bringing
this exam candidate's concerns to Prometric's attention.
The candidate filed a
complaint regarding a denied refund. We have appealed the decision and resubmitted
the request to our appeal committee. Please allow 5 business days for a decision.
We thank you for the
opportunity to review and respond to this candidate's concerns.Initial Complaint
Date:04/29/2024
Type:Customer Service IssuesStatus: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.
Last night I tried to sit for an exam. I went through the check in process at least four time due to the exam just disappearing or not starting. After speaking with tech support, they told me to disable my antivirus and I did. After just a few more questions, same issue. Customer services said I needed a ticket number to reschedule the exam which I was never given. I was told I could not take the exam due to having to restart the process too many time. I wish I could give no stars. I have had to talk to multiple people and still no answer as to if I will have to pay to retake the exam due to no fault of my own. This is my first and last time using this proctor. ******* would never put people through this mess. The exam retake fee would cost 200$.Business Response
Date: 05/07/2024
Thank you for bringing
this exam candidate's concerns to Prometric's attention.
The candidate filed a
complaint regarding a refund for their **** examination. The candidate must
contact *** at 866-******** for assistance, as we do not collect payment for
this exam.
We thank you for the
opportunity to review and respond to this candidate's concerns.Customer Answer
Date: 05/09/2024
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:03/29/2024
Type:Customer Service IssuesStatus: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 3/4/25 I went to a Prometric site and took the exam Introduction to Geography (confirmation # ****************). I passed the exam and then called the Prometric “customer service” and spoke to John. John said it doesn’t show the score being uploaded but it shouldn’t take long for it to do so and then they would send the transcript to my school so I could get credit. On 3/8/25 I sent a follow up email asking the status and they replied- “It seems your score hasn't been uploaded to our system yet to get your score sent out to your school, we have put a ticket in and hopefully it won't take long to get resolved so we can get your score sent out. As for taken it remotely versus at a site, for some odd reason when scheduling remotely the system doesn't have a field to enter in your school code and candidate's would need to contact us to get that score sent out.” On 3/19/25 I sent another email asking for the status since I realized it still hasn’t been uploaded. They replied- “The ticket is currently being handled by a supervisor in our IT department. The ticket number is: 04587707” On 3/28/25 I emailed asking how long this usually takes. They replied- “If you took a DSST exam the process may take up to 3 to 5 business days for the score to be uploaded and released into the system.” It is now 3/29/25 officially 20 business days since I passed this exam. I have also made a few calls to Prometric “customer service” in this time span and ask to speak to a supervisor but they never get me to one, they just give me the run around. There is no reason why this exam should be taking this long to get uploaded and to get my transcript to my school to get my credits. This company claims that this is the best way to get fast credits but at this pace I could have passed the actual class in the time it might take to get my credits. The only thing this company is fast at it taking peoples money which is due before to take the exam at their site or at the time of the exam when you take it at a college. I want my credits and I’m tired of waiting.Business Response
Date: 03/31/2024
Thank you for bringing this exam candidate's concerns to Prometric's attention.
The candidate filed a complaint regarding their scores not posting. Our tech department was contacted on 3/14/24 in order to retrieve the scores in question. The team is still working diligently to retrieve these scores; if you have any questions, please contact our DSST department at 877-471-9860.
We thank you for the opportunity to review and respond to this candidate's concerns.Initial Complaint
Date:03/29/2024
Type:Customer Service IssuesStatus: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 test for the exam and it was scheduled for March 25, 2024 at 12:30pm. Prometric cancelled the exam on the morning of March 25, 2024 so due to NO fault of my own, the exam was cancelled. Prometric sent an email telling me to wait 3-5 days to reschedule. I attempted every day to reschedule and when I attempted multiple times to reschedule there were no available tests. This impacts my employment and ability to earn an income without this board certification. The testing center cancelled my exam and there was no exam available to reschedule during the exam window time ending on March 29, 2024. They cancelled the exam without any remedy for me to reschedule.
Here is the cancellation notice:
Dear Candidate,
Due to adverse weather conditions in your area, we will need to cancel your scheduled exam (details below). Please do not go to the test center.
Exam Cancellation Details:
Exam Name: ***** Exam Date: 3/25/2024
Confirmation Number: *********************** Test Center: Minneapolis - Bloomington
Site Code: 00**
Your exam is important to us. We acknowledge that this unexpected change is stressful, and while our goal is to give as much advanced notice as possible, the current situation requires us to take immediate action for your safety. Understanding the time sensitive nature of your testing event, rest assured, our teams are working diligently to process the change.
Please allow between three (3) to five (5) business days for the changes to reflect on your exam profile. Once completed, you will receive a follow-up email communication to assist you in taking the next steps.
Again, please do not go to the test center. We thank you for your time and patience. Please stay safe!
Thank you,
Your Prometric TeamBusiness Response
Date: 03/31/2024
Thank you for bringing this exam candidate's concerns to Prometric's attention.
The candidate filed a complaint regarding their examination being cancelled. The candidate has stated they were unable to find an available testing date before their testing window closed. For your requested test fee refund, please contact ***** at 877-*********
We thank you for the opportunity to review and respond to this candidate's concerns.Initial Complaint
Date:03/13/2024
Type:Customer Service IssuesStatus: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 have to schedule an examn and I have callws to get it scheduled and everytime the representative put me on hold lije 5 mins due to an advocate has to schedule it. When the representative gets back on the thet tell me that the advocate is busy and will return my call. I have called 4 times in 7 days and no one has returned my call. The first time I called the representative told me that their system was down and the last time I called the representative told me they only have one person scheduling the exams and that their system was down and it was unknown when it will be back. Its a large company and they really have only one person scheduling exams? Are they so busy I can not get a call back, And they should get better computers, why is their system always down every time I call.Business Response
Date: 03/13/2024
Thank you for bringing this exam candidate's concerns to Prometric's attention.
The candidate filed a complaint regarding customer service; however, it doesn’t seem to be a clear request. The candidate will be contacted within 24 hours.
We thank you for the opportunity to review and respond to this candidate's concerns.Customer Answer
Date: 03/14/2024
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,
***** ******Initial Complaint
Date:03/08/2024
Type:Customer Service IssuesStatus: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 copied and pasted what is on the email attachment below describing the issue:
1.)
Hello and good day.
Let me provide my identification information along with attachment of exam appointment details.
***** ****** *****
**** **** **** *****
san Diego, ca 92139
C: ************
Prometric I.D. number:********* I completed my exam yesterday 02/06/2024 1145am- about 145 pm..
Have not received email results.
Called 1-800-853-6769, and was referred to this phone number1-866-241-3118.
I ended up in a loop when I inquired about test results. this number is noted on the web site 1-800-853-6769. They referred me to call 1-866-241-3118. Then speaking with representative "Latice" said to call to that first number, then that phone line said to call the 1-866-241-3118...was then transferred to "main line"; then Carlos was giving me the same out come until I explained the content of the journey.
He provided me your email.
I never received the results by email, nor cant even look them up in the web site....why?
too many pointing fingers in a loop, and web site is not friendly to look up results nor even email...very abnormal...it should not be that complicated...
Please email me my results and correct web site link to download them...
V/R,
2,)
I have forwarded my request for results to Kristen B*****.
It has become an unnecessary struggle to get email results or even the correct web site source to get these answers for my exam I finished yesterday 2/6/2024 1145am-145pm.Business Response
Date: 03/13/2024
Thank you for bringing this exam candidate's concerns to Prometric's
attention.
The candidate filed a complaint regarding their score report. The score report
was emailed on 2/8/23 to ****************@yahoo.com
We have resent the score report via email.
We thank you for the opportunity to review and respond to this
candidate's concerns.Initial Complaint
Date:02/20/2024
Type:Customer Service IssuesStatus: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.
Had an exam scheduled that I had to drive an hour to the testing center to take. Spent weeks studying and preparing. Arrived at the testing site to find it locked up. The customer service was awful when I called and it took an hour to get someone in person. No real explanation of why the center was closed, just had to reschedule…which has me worried that I’ll get to go thru the whole situation again. As much as we pay for testing services and sitting fees etc, this should not happen. There were at least a dozen others that were there as well.Business Response
Date: 02/27/2024
Thank you for bringing this exam candidate's concerns to Prometric's attention.
The candidate filed a complaint regarding rescheduling. We understand the candidate's frustration and apologize for any inconvenience the cancellation caused. the candidate has since been rescheduled.
We thank you for the opportunity to review and respond to this candidate's concerns.Initial Complaint
Date:02/20/2024
Type:Customer Service IssuesStatus: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 this company $35 to process my application for CNA Reciprocity transfer to Louisiana on Jan 03 2024, I completed all documents as asked! They said it would take 48-72 hrs and it's now been over a month and it's not transferred! Every time I call they say "did you have incomplete documents" and those were corrected over a month ago, but they say ok we put complete. Give it 48-72 hrs! I want them to transfer my CNA or refund me! It's absolutely ridiculous! I move in a week and cannot start my job until they follow through! They took my money, now finish your job!Business Response
Date: 02/27/2024
Thank you for bringing this exam candidate's concerns to Prometric's attention.
The candidate filed a complaint regarding reciprocity. We understand the candidate's frustration; however, the LA CNA Application Status Report was resent successfully on 02/15/2024.
We thank you for the opportunity to review and respond to this candidate's concerns.Customer Answer
Date: 02/28/2024
Complaint: ********
I am rejecting this response because:I had to call the registry and RESEND my ID I sent to Prometric and they never sent it to the registry!!!!
Sincerely,
******** ****
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