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.
- 38 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:11/03/2023
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.
The incident number is ********. I went to the testing site, the testing site had some sort of technical issue and I never go to take the test.
I emailed the tech support (Sarita R****, Oct. 13) but they seem to be stalling. I would just like a refund. It is their policy.
They are making it very hard/impossible.Business Response
Date: 11/08/2023
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 receipts/supporting documents were
requested.
We thank you for the opportunity to review and
respond to this candidate's concerns.Initial Complaint
Date:10/30/2023
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 10/27/2023 I attempted to schedule my remote November 2023 LSAT. I logged on promptly, and was unable to schedule my exam. There was no thousand person queue like I have experienced in the past, but instead this time I was simply was restricted from seeing anything on the webpage. If anything, at least Prometric is creative in their incompetency. I tried different browsers, cleared my cookies, and eventually tried an entirely different computer. After some time and countless refreshes, I was finally able to schedule a time only to find that all of the Saturday dates were taken. How is this possible? Surely, a Saturday test date is in high demand by test takers, so I would think that there would be plenty of spots available. Perhaps, if the website worked as intended, I could have scheduled a Saturday test date. I work full time, and am unable to take time off to take the exam on another date. Essentially, I am now forced to choose between risking my employment and taking the LSAT.
I tried calling countless times, but when told to press the number that correlates to my situation, I am taken back to the main menu in an endless loop of "press # for x service." I finally got through and have now been on hold for over an hour with no assistance yet.
I had a similar issue when trying to schedule an exam through them previously, and was kicked out of the queue multiple times. However, at this rate, I would gladly take being kicked out the queue and waiting multiple hours compared to being forced into this situation in which I am in currently. I so badly wish that LSAC had no contracted with Prometric, as it is genuinely one of the worst companies I am able to imagine.Business Response
Date: 11/08/2023
Thank you
for bringing this exam candidate's concerns to Prometric's attention.
The candidate filed a complaint regarding
scheduling. We will have the candidate contacted to assist in finding a suitable date.
We thank you for the opportunity to review and
respond to this candidate's concerns.Initial Complaint
Date:10/27/2023
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 was scheduled to retake my CNA exam yesterday 10/26/23 - I have taken this exam before and have passed. I also worked in the field for about 5-6 years, but then my license lapsed. I re took the exam and passed the written part but failed the skills part.
I have filed an appeal due to this. The proctor for my exam did not mark me correctly for the skill that were done correctly. The room was not set up properly for the skill & nor did the nurse/proctor make arrangements for my skill. To have all equipment and materials available. For example: I had turn patient skill there were only two pillows available for this skill. The instructor also directed me to use the two pillows available yet this skill required 3 pillows. The proctor also didn’t score points for IC yet IC was performed on EVERY SINGLE SKILL. If IC wasn’t performed how did I pass the other 2 skills? Those should’ve been a fail as well since IC is critical to receiving a satisfactory score on clinicals. My proctor was also on her cellphone during my skill test as well as during the other candidates testing who was performing her skills as well. (We were both each others actor)
I have emailed two appeals in regards to this. I want my score reevaluated. I have called multiple times to NO ONE available to assist.
It is unfair to re take a test I know that I passed & have to pay an additional $70 due to a proctor who didn’t set her students up with proper equipment and was also USING HER CELLPHONE DURING TESTING. There should be another evaluator in the room for things like this!! Unacceptable. At this point my only witness is the other candidate in the room.
I would like for my issue to be handled and resolved.Business Response
Date: 11/08/2023
Thank you for bringing this exam candidate's concerns to Prometric's attention.
The candidate filed a complaint regarding their recent CNA Skills examination. The candidate filed 3 separate appeals with Prometric for this exam on the following dates:10/26/23 (2) and 10/27/23
This appeal was investigated and answered on 11/7/23. Subsequently, the candidate filed 3 separate refund requests regarding the examination in question on 11/7/23. This matter is now considered closed.
We thank you for the opportunity to review and respond to this candidate's concerns.
Customer Answer
Date: 11/08/2023
Complaint: ********
I am rejecting this response because:I do not feel as though my situation was taken seriously and handled effectively. I couldn’t even speak with someone properly over the phone. I was told I would receive a call back & that never happened. The only email I received back was that they investigated and simply denied my appeal. This is ridiculous and unfair to candidates. They do not take candidate care seriously.
Sincerely,
****** ******Initial Complaint
Date:10/19/2023
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 October 2, 2023 I registered to take an ****ification exam through ******** ******* *** ******* (***) which led me to the Prometric site to select an exam date. I selected December 5, 2023. After learning the exam was not the exact ****ification I needed, I went back to the Prometric site to cancel the exam on October 5, 2023. I was forced to enter a card number and be charged $130.00 to cancel the exam, otherwise I would have lost the entire amount of the exam fee.
I emailed Prometric to request a refund and they provided the following as the Prometric policy:
"Test Center to Test Center: Reschedule up to 30 days prior to test date
Test Center to Remote: Reschedule up to 3 days prior to test date
Remote to Remote: Reschedule up to 3 days prior to test date
The candidate is NOT charged a reschedule / cancel fee.
A candidate cannot cancel their exam less than 3 days prior to their appointment.
Please contact **** for further clarification if needed."
As you can see I did not reschedule the exam, my cancellation was only 3 days after the initial scheduling and 2 months prior to the selected date. I did contact '****' which turned out to be *** ****** ********* ******* which has nothing to do with my case. I have called Prometric and been promised a call back which did not happen, I have exhausted all direct efforts with the company to get this resolved.
I am requesting a refund of my $130.00 that I was forced to pay to cancel the exam. It is a horrible business practice to charge for only holding an exam date for 3 days and was cancelled 2 months prior to the date scheduled. I hope Prometric will stop deflecting my request and make the refund to resolve this issue.Business Response
Date: 11/07/2023
Thank you for bringing this exam candidate's concerns to Prometric's attention.
The candidate filed a complaint regarding their denied refund. As the candidate was advised "Candidates may reschedule or cancel their *** exam at any time, as long as they do so more than five full calendar days before the scheduled exam appointment. Rescheduling and cancellations of *** exams will result in a fee of $130". This is the *** policy; any questions regarding the policy should be directed to *** at:800*********
****@***.org
We thank you for the opportunity to review and respond to this candidate's concerns.
Initial Complaint
Date:10/02/2023
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 tried to call this company a half dozen times , leaving voicemails, no reply.
I have sent them at least 18 emails from the start in July when my credentials didn't work to log in and take my Jurisprudence test until last month when the same issue continued. I paid for this test and had a certain time to take it but I was never able to log in. I am a very tech savvy person. I tried multiple browsers, cleared cache and triple checked my credentials are correct and still the same error. I am beyond frustrated with this company.
I moved to colorado in august and desperately need to have my license here so I can see clients.
This is not a good representation of the state of colorado.
SOMEONE PLEASE HELP
I belive the account needs reset or you need to check on your end why my credentials are not working properly.
Also you replies to me via email, for the most part, show that you don't pay attention to what I am saying in my emails. I can prove that I have documented this issue from July up until last week.Business Response
Date: 10/02/2023
Thank you for bringing this exam candidate's concerns to Prometric's attention.
The candidate filed a complaint regarding difficulties logging in to schedule on the IQT portal. Please follow the instructions emailed to your ***** account.
We thank you for the opportunity to review and respond to this candidate's concerns.Customer Answer
Date: 10/04/2023
Complaint: ********
I am rejecting this response because: they continue to send me the same email over and over. If you read their email thread, each time a new person replied and didn’t take the time to read the previous. I need a reset to the account so I can log back in through **** to register for the test again. I can’t do that now.
Sincerely,
**** ********Business Response
Date: 10/18/2023
Thank you for bringing this exam candidate's concerns to Prometric's attention.
The candidate filed a complaint regarding difficulties logging in to schedule on the IQT portal. We advised the candidate to follow the instructions emailed to their ***** account. The candidate did not accept our response, but unfortunately, we are unable to assist beyond that. If the candidate is having an issue with the actual credentials, they must contact **** as we do not handle the credentials. **** can be reached at 1-800-********.
We thank you for the opportunity to review and respond to this candidate's concerns.Initial Complaint
Date:10/02/2023
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 had registered to write the CDPT-KA exam remotely. I followed all the pre-exam security procedures and started the exam. I was 83% completed when a proctor asked me to scan my camera to my left as I was apparently looking over there. I did so and they could see nothing but one cat leaving the room. My exam was put on pause. A security agent tried to talk to me but his mic was not working and he asked me to wait a second. I waited over an hour. I sent several messages through the chat and had no response. I tried calling several number but could not reach anyone for customer support. I finally had to exit the exam and a box popped up saying my exam had been closed due to a security issue. I cannot express the stress and frustration I went through!! To be caused if cheating with no evidence and cancel my exam is outrageous!!! I paid $400.00 to write this exam and cannot redo it for 6-7 months. I have taken screen shots of the chat and my progress in the exam when this happened.Business Response
Date: 10/02/2023
Thank you for bringing
this exam candidate's concerns to Prometric's attention.
The candidate filed a complaint regarding technical
difficulties when testing. Unfortunately, we do not handle hardships and
refunds for tis candidate. The request will be investigated; however, the candidate
must contact *** at:
************ ******* *********** *****
Phone No.: ***** ********
Email: ***************
Website: ********************************
We thank you for the opportunity to review and
respond to this candidate's concerns.Customer Answer
Date: 10/03/2023
Complaint: ********
I am rejecting this response because: there has been no response from Prometric yet. This matter is not one of hardship as I was perfectly fine at the time of writing the exam until Prometric forced me to stop before completing same without any communication or explanation.
Sincerely,
******* ******Initial Complaint
Date:09/14/2023
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.
The Florida Nurse Aide Exam which I tested for on June 19th, 2023 was not administered properly. Only one “nurse” was attempting to administer the clinical skills test instead of the required two nurses’ ratings. The proctor administering the test was on her cell phone during the entire clinical and failed me due to her not hearing me state “hand-washing” which I clearly stated and she would have heard if she was not preoccupied on her mobile device watching videos. Being there were no cameras in the testing room to prove my stating of hand washing and she was the only “nurse” proctoring the test, I was a victim of this wrong-doing and would like a refund for the exam fee of $155.00. I’ve been a Certified Nurse Aide for nearly 5 years and know without a reasonable doubt that I performed the clinical portion of the exam in an adequate manner for a passing rate. Afterwards, I attempted to contact Prometric via phone, email, and filing grievances; none of which have been acknowledged or responded to aside from the customer service agent that states they’ve been receiving numerous complaints of these “nurses” proctoring exams.Business Response
Date: 09/18/2023
Thank you for bringing this exam candidate's concerns to Prometric's attention.
The candidate filed a complaint regarding their exam. The candidate filed an appeal with us on August 1st 2023 and received the following response via email on August 22nd 2023:
August 22, 2023
Dear ***** ********
This letter serves as official notification in response to your appeal regarding your Florida Nurse Aide Skills examination. We have thoroughly investigated your concerns in order to provide you with a fair and accurate response.
The Appeal Committee has reviewed your concerns and, after careful review of all the information provided to us your request for appeal has been denied.
The second handwashing skill was not performed after the first skill.
From this review we have determined that the score you received for the “Handwashing”, section of the examination was in fact reported correctly. Also, we’ve confirmed the scoring procedures used for the examination were correct as well. We are therefore unable to alter your examination score or fail status.
Thank you for contacting us with your concerns.
Sincerely,
Prometric Appeal Committee
We thank you for the opportunity to review and respond to this candidate's concerns.Business Response
Date: 10/09/2023
Thank you for bringing this exam candidate's concerns to Prometric's attention.
The candidate filed a complaint regarding their exam. The 2-nurse rule is no longer in effect; however, we will refund the candidates fee as a one-time courtesy.
We thank you for the opportunity to review and respond to this candidate's concerns.Customer Answer
Date: 10/10/2023
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:09/06/2023
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 scheduled in center test for LSAT on Sept. 8 at 10:15am with a Prometric testing center. However Prometric cancelled my test 2 days before the scheduled time without any reason or explanation. The scheduling/rescheduling for the September test has already closed and I am left with no option to take the test at this time.
I am very disappointed and upset. If Prometric could let me know earlier, I would be able to select another testing center/testing time or change to online test. I am planning to apply for law school this cycle and an earlier testing score would be advantageous for my application. Now I had to postpone the test until later and become disadvantageous in the application cycle.
I request an explanation for why it was cancelled. I am registered for the October test and I don't want to experience this issue and drama again that lead to my unable to take the test. I request Prometric to give me a reason so I can select in center or online test for next Month without being cancelled 2 days before the test and not able to reschedule. I request Prometric to not cancel my registered test for future in center or at home tests!Business Response
Date: 09/13/2023
Thank you for bringing this exam candidate's concerns to Prometric's attention.
The candidate filed a complaint regarding the rescheduling of their exam. Their original exam was scheduled without accommodations so we were forced to cancel the appointment in order to receive a new eligibility. Once accommodations were added there was no availability and the client advised we reach out.
We thank you for the opportunity to review and respond to this candidate's concerns.Customer Answer
Date: 09/13/2023
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. However I do request Prometric to allow me to schedule in advance of other test takers to avoid cancellation for the October test.
Sincerely,
****** **Initial Complaint
Date:08/31/2023
Type:Product 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 for a state CNA license through prometric and my job at the time was ****** ***** ******* *** **************. The nurses told me if I didn’t pay by July 23rd 2023, I would lose my job. I paid July 21st 2023. I waited 3 weeks for the nurses to schedule me for a test and they kept making excuses that I wasn’t able to and they didn’t know how to register me with the state. I found another job that doesn’t require this license and I never went and took the test and I can’t reach this prometric company at all. It doesn’t give me a number except for when I put in the information on here and I even tried calling the number it had here before I turned this form in. I would like my money back. There’s no way I should have to pay for a test that I never took.Business Response
Date: 09/05/2023
Thank you for bringing this exam candidate's concerns to Prometric's attention.
The candidate filed a complaint regarding their exam fee. Unfortunately, the document submitted is not enough for refund approval. We will contact the candidate for additional supporting documentation.
We thank you for the opportunity to review and respond to this candidate's concerns.Initial Complaint
Date:08/28/2023
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 am trying to schedule the patent bar (USPTO) with Prometric. Prometric seems to be having a difficult time communicating my ADA accommodations to the point that it might rise to a disability discrimination violation. I am requesting that the Prometric people do their jobs and schedule the exam in the Gainesville Florida location, with all of my approved accommodations, on either Sep 3/Sep 4 or Sep 4/Sep 5 (preferably 4/5 but 3/4 works as well) from 11am-9pm (NOT 10am-8pm) as previously agreed (and do so ASAP). Thank you.Business Response
Date: 09/05/2023
Thank you for bringing this exam candidate's concerns to Prometric's attention.
The candidate filed a complaint regarding scheduling. As of 8/30/23 the candidate has been contacted and successfully scheduled.
We thank you for the opportunity to review and respond to this candidate's concerns.
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