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

  
• 

  Prometric, LLC

  7941 Corporate Dr Nottingham, MD 21236-4925

  
• 

  Prometric Test Center

  1 Civic Center Plaza, 5th Floor Poughkeepsie, NY 12601-3156

• 

  Prometric, LLC

  1381 Chews Lading Rd, Bldg 5 Chews Landing Commons Laurel Spring, NJ 08021

• 

  Prometric, LLC

  865 Merrick Avenue Suite 70N Westbury, NY 11590-6903

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:08/25/2023

  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 28, 2023 I went to Prometric test center in Burlington Mass. where I completed the Mass unrestricted one and two family supervisor exam.I was not given my results at the end of the exam and was told I would receive them within 48 hrs. But never did. After several weeks of calling, I was told that for some unknown reason, probably due to an error they had no results for me. I was then sent an email with a rescheduled date. I phoned back again explaining I wanted an answer as to why I didn’t get my results. Again I was not given an answer but told I would be able to retake the exam at no additional cost since it was their mistake. Every time I called I would have to wait anywhere between 25-45 minutes to speak with someone and this was hard with having a full time job so I knew I would just have to retake the exam. . I was rescheduled to take the exam in August 16, 2023 (2 months later). Two days before the exam I still had not heard back about my requested accommodations. When I finally got through I spoke with Darshinyi.V********** who resent me the accommodations request packet. I explained I needed to speak with a manager asap bc my exam was the next day. She transferred me to Michael M***** testing accommodations dept ************. He told me if I could get a letter from my doctor regarding the disability he would see if he could arrange for me to have the extended time I requested and if not then he would try to get the exam rescheduled until they received paperwork without a charge but would have to speak to his manager and would call me back. He gave me his number and said he is in the Baltimore office from 9-6 so I could call back if I didn’t hear back. At 5pm I had not heard back. I called and left several messages before my exam at 11 am the following day. He never answered my calls or returned a call. My exam was not rescheduled and now 3 months after my class ended I still have not been rescheduled to take exam with accomidations.

  Business Response

  Date: 09/11/2023

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding the rescheduling of their exam. The free reschedule has been approved; we are simply waiting for the candidate to supply the required documents for the extra time that has been requested.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  Date:08/16/2023

  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.

  Prometric problem with customer service department scheduling me in not sending email confirmation of class. Then talked to a manager that stated on Aug 2,2023 that she can see in the system were I don’t get a email to talk to a supervisor in scheduling to fix the problem. So now I have to wait another thirty days for my application to process. Wish was better system.

  Business Response

  Date: 08/21/2023

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding their exam eligibility and application. We have made the necessary changes; the candidate is now approved to test. Please contact our Registration & Scheduling department.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  Date:08/14/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was scheduled to take the Friday, August 2023 LSAT exam online through Parametric. First, scheduling the exam was horrible. It took me about 2 hours to be able to enter the scheduling portal, but this isn't the main problem. When logging onto the LSAT exam, it took them almost 2 hours to find me a check in representative and another 20 minutes to connect me to my proctor. After that, the proctor took another 20 minutes to actually start my exam. Before completing section 1, the system kicked me out and I could no longer contact my proctor. I had to log on again, wait about an hour to get checked in again, and was told my proctor would be assigned shortly. This never happened. I was told that a proctor would be assigned for 35 minutes before I was told there was a glitch and that they did not know why a proctor was not being assigned and that they had no idea how long it would take. This is an extremely stressful test and I was very focused but after about 4.5 hours of this I was exhausted and frustrated. Additionally, I could hear the check in representatives talking and laughing in the background, which is unacceptable when I am supposed to be focused for a serious exam. I am forced to sit quiet in front of my camera while the employees force me to listen in on whatever they want to discuss with their friends in their office. This was a horrible testing experience and now I have to take this exam on a later date. Also, the "go.prometric.com/help" link that was provided on the exam had no representatives that could help me. It quite literally said no people were available. I am appalled that such a serious exam would be operated so poorly. Something needs to change in the future. Sadly, I can't use another company. I am at the mercy of whoever the LSAC has contracted with. I hope this won't happen again when I have to retest. I hope that I will be able to test in person instead of dealing with this horrible online system.

  Business Response

  Date: 08/17/2023

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding their resting experience. We sincerely apologize for this unsatisfactory testing experience. We have heard other complaints such as tis and appreciate the feedback. We take these occurrences very serious and are working to make the necessary adjustments to ensure the next LSAT sessions do not experience the same issues as before.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  Date:08/14/2023

  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.

  Had a scheduled exam at 10:30 AM. Was not greeted with proctor until 11:00 AM. After going through the entire security check, he told me I needed to cover a few things, log out, and re log in. I did this and waited another 30 minutes for another proctor. This time,within 2 minutes of the call starting, the proctor ended my exam entirely before I had taken it, Now I am unable to get back in, because he ended my exam. I have been trying to contact a representative for an hour via phone and their online chat center, with no response from either. THIS IS TOTALLY AND COMPLETELY UNACCEPTABLE. Not only am I so beyond frustrated which will likely impact my test score (given I am even able to take it) but this has been a waste of my time and money, do better.

  Business Response

  Date: 08/17/2023

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding their testing experience. We sincerely apologize for this unsatisfactory testing experience. We have heard other complaints such as this and appreciate the feedback. We take these occurrences very serious and are working to make the necessary adjustments to ensure the next LSAT sessions do not experience the same issues as before. The candidate has been rescheduled at no charge. 
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  Date:08/07/2023

  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 08/06/23, I tried to take an online exam through Prometric using their Proproctor service. I read everything that I was supposed to do to be ready. When it cam time for the exam, I could not continue due to my video image was mirrored. A man named Hussein said I could not continue with the exam due to him not being able to see my ID. It was a clear photo, just read backwards. No where in their instructions say to make sure your video is not mirrored. Now I am out money for not getting to take my exam. If I would have known this, I would have purchased a new web cam before the exam. I used the tech support that they gave me but was not answered in 21 minutes and then the screen went blank.

  Business Response

  Date: 08/07/2023

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding their eligibility. We have reset the eligibility; the candidate can now schedule using ID# **************
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

  Customer Answer

  Date: 08/09/2023

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

  The response did nothing. It was just my *** ID#. I tried to use it as a voucher. Would not work. 

  Also trying to charge me a registration fee that has already been paid for a total of $92.74. 
  
  
  
  Sincerely,
  
  
  
  ****** **********

  Business Response

  Date: 08/17/2023

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding their eligibility. We have reset the eligibility; the candidate has scheduled using ID# ************* and was not charged.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

  Customer Answer

  Date: 08/18/2023

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

  Prometric didn't do anything. I had to contact *** myself regarding this problem.

  *** reset the test. The only communication I have had with Prometric is through the BBB.

  Their online help is non existent. 
  
  
  
  Sincerely,
  
  
  
  ****** **********

• Initial Complaint

  Date:08/03/2023

  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.

  Confirmation ID:****************
  Test Date : 08/13/23
  Scheduled:07/26/23
  Cancelled: 08/03/23
  Ticket #: ********
  Representatives spoke with : Nicolas on 08/03/23 at 11:33AM for 12 minutes
  Supervisor: Syuk at 11:57AM for 29 minutes
  
  I called Prometrics because although I knew the policy entailed a $42 cancellation fee I was hoping they could make an exception. I explained my situation to Nicolas on the first call. I have been hired as a TA for a public school to start on August 21st. Because Prometric did not have any other test dates available and my employer needs to start processing me immediately, I found a different company that was willing to test me as early as next week for a much cheaper price. I explained to Ms.Nicolas that if she could please find me an earlier date I wouldn't mind staying with Prometrics but I just really need to take the test sooner as my employer was requesting it. On the call she was very nice and said "we understand how this time of the year is" and assured me I would be receiving the full refund. I asked repeatedly are you sure I will receive the full $85 refund and she responded that it was not problem because I was cancelling "well within then cut-off date." After the call I waited to receive Email confirmation of the refund and only received a $42 refund not the full amount. Naturally, I called back to see what was going on since I had just had that conversation with Nicolas. The next representative was Syuk and this man was the most unprofessional, rudest person I've ever had to speak with. He yelled on the phone at my complaint and it suddenly became a "he said she said" when he told me that Nicolas told him she never recalled giving me that exception, basically making me out to be a liar. He then said all he could do was file a ticket to pull the call.
  
  This has been an extremely uncomfortable experience to tell your customers one thing and then suddenly say it's a lie. Not only that but for a supervisor to be so rude.

  Business Response

  Date: 08/07/2023

  Thank you for
  bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate
  filed a complaint regarding their refund amount. We sincerely apologize for the
  unsatisfactory experience. A check in the amount of $43USD (the remaining
  amount) will be mailed to:
  
  *** **** **** ******
  ******** ** *****
  
  We thank you for
  the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  Date:08/01/2023

  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.

  - one of the worst experiences of my life
  - they make it intentionally difficult to get to customer service because they know their product does not work
  -never take an online test with this company. IT will not work and they will not refund you or help you when it does not work.
  - they will waste countless hours of your time trying to get their useless software to work and having you go through checks every 5 minutes
  - there is no excuse for any of this

  Business Response

  Date: 08/07/2023

  Thank you for
  bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate
  filed a complaint regarding their ProProctor examination. Although technical difficulties
  are always possible when taking exam, we do apologize for the unsatisfactory experience.
  We will continue to work to enhance our ProProctor sector in order to improve
  the test taking experience.
  
  We thank you for
  the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  Date:07/27/2023

  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 had scheduled my exam a month ago, but to my surprise the wrong date was chosen tho I remembered I chose August, but it appeared July. I tried to contact Prometric a lot initially, but no specific response was given. Once the representative said they will update me, but no update was given. When the wrong date was too close, I rescheduled it which costed me $100. I had even emailed them explaining that I could not take it on July as my uncle just passed away, but received no reply so far. I humbly request them to kindly return my $100 as it was a fault on their part. I have attached death certificate as a proof as well.

  Business Response

  Date: 08/17/2023

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

  Customer Answer

  Date: 08/19/2023

  
  
  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:07/24/2023

  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.

  The below descriptions are copied from emails that I have already sent so that I do not have to type everything again.
  
  Original exam date (7/27):
  I checked in for my exam today (7/27) and when the staff member showed me to the main room, I mentioned that I had accommodations for a separate room on my NTS. They notified me that this was not showing up in their system as an accommodation but gave me the separate room anyway. Then, after an hour into my exam, I looked up at the timer and noticed that the exam was not set to the 8 hour "double time" that is also an approved and on the NTS. The staff member told me this was also not showing up as an accommodation. So, we canceled the exam, and I was given a case number (*********) and called the Candidate Care Center and spent an hour on the phone with Rinisha (her extension is ****) and we finally rescheduled the exam for the next day, 7/28. Rinisha informed me that she would call me back within 1 to 2 hours to send me an email appointment verification. About 3 hours later she called me and informed me that she could not schedule me for 7/28 due to issues with my double time accommodation. So, I called the testing center and informed the staff of exactly what Rinisha told me and they said there should be no problems scheduling my exam for 7/28 at 8am and that what Rinisha was describing appears all the time when scheduling exams and it should not impede my exam date of 7/28. I then called Rinisha back and informed her of this and we spent another hour on the phone. The first time I spoke with her today at about 8:20am, she told me that she could not schedule at the desired location if I had a separate room accommodation. I told her that I was fine without a separate room and she then informed me that would open up more testing days at the desired location. Anyway, we ended up rescheduling for tomorrow 7/28 at 8am with all accommodations and I received the email verification. I called the testing center at 3:30pm and they verified that the exam is set for 7/28.
  
  Reschedule exam date (7/28):
  There was a technical error and we initially thought I would need to reschedule the exam a third time. The computer displayed an error message that would not allow the exam to start at the scheduled 8am time. After about two hours (one of the staff members was on chatting on computer with prometric scheduling unit to fix issue), they got the exam to run, and I was able to take it and avoid rescheduling exam for a third time, however the time spend waiting was exhausting and I have no doubt it affected the outcome of my score. The staff member told me that upon looking at my exam info, Rinisha only scheduled my exam for 15 minutes and it originally takes 4 hours
  
  The exam window closed on June 30, so I did not have a choice but to take the exam on 7/28 nor was I given an option to reschedule the exam after waiting almost two hours past the 8am scheduled exam start time as the testing center was closed on June 29.
  
  At this time, I am requesting a full refund of $238.15 as well as for something to be done and documented about Rinisha at the accommodations department and to provide me with the documentation. This email was sent to Reonna Hester over a week ago and I have not heard back from her which is why I decided to use BBB.

  Business Response

  Date: 07/24/2023

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding their testing experience. We are currently awaiting approval for the reimbursement and will notify the candidate via email. 

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

  Customer Answer

  Date: 07/25/2023

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

  The complaint involves more than only a refund and is thoroughly described. Furthermore, no estimated time frame was given for when refund will occur.  
  
  
  
  Sincerely,
  
  
  
  *** ****

  Business Response

  Date: 08/01/2023

  Thank
  you for bringing this exam candidate's concerns to Prometric's attention.
  
  The
  candidate filed a complaint regarding their testing experience and was not
  pleased with our response.
  
  The
  candidate stated the following:
  “At this time, I am requesting a full
  refund of $238.15 as well as for something to be done and documented about
  Rinisha at the accommodations department and to provide me with the documentation.”
  
  We previously stated,
  “we are currently awaiting approval for the reimbursement and will notify the
  candidate via email.”
  
  Instead of
  waiting on the email, I will provide all responses here. Our Candidate Care
  department is handling the reimbursement portion while the Testing Accommodations
  supervisor is handling the Customer Service Representative complaint. The candidate
  was emailed instructions regarding the $238.15USD reimbursement
  so the funds could be transferred electronically.
  
  Regarding the
  CSR complaint:
  While we sincerely apologize for your unsatisfactory
  experience, and assure you this matter will be addressed, no outcome synopsis
  will be provided. This is an internal investigation and internal matter; the form
  of discipline will not be disclosed to any outside parties.
  
  We thank you for the opportunity to review and respond to
  this candidate's concerns.

• Initial Complaint

  Date:07/06/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was scheduled to take a practice test proctored online. It had to be in a quiet private environment.
  I went to the library and secured a study room where I could have privacy. I was told to cover the glass door but then they said to switch angles. When I turned around I was told I need a hard surface. When I went back around they then told me I could not proceed because of the security camera in the room. The camera was never mentioned in the environment setting. I had no other private area. The proctor told me to email the test proctor to address issues but the email given never responded. After 2 weeks and multiple emails I went to the website where they told me they will not refund me because of the environment. Again this is not what I was told the day of the test. What I was told was to send an email and attempt to get on that day but WAS NEVER RESPONDED TO! I want a full refund of my money paid to this company as I was not provided any services. I was refused services for an unspecified reason in their reports. There has been nothing but poor communication and absolutely no resolution to this issue!

  Business Response

  Date: 07/07/2023

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding their test fee being refunded due to technical issues. Please be informed that your refund request has been approved, and the credit has been issued directly to the same card used for the original payment. The refund will be updated in your account within 3 - 5 business days depending on your bank and itemized on the monthly account statement within the next 2 billing cycles.

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