Business Profile

Test Publishers

Prometric, LLC

Complaints

This profile includes complaints for Prometric, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

124 total complaints in the last 3 years.
38 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/21/2023
Type:Product 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 trying to reschedule my s79 exam last weekend, but prometric’s website was down. I was charged $150 for the late rescheduling the next Monday. Their tech issue prevented me from rescheduling in time, so I request a full refund. I emailed their customer service team and didn’t hear anything back.
Business Response
Date: 06/28/2023
Thank you for bringing this exam candidate's concerns to Prometric's attention.
The candidate filed a complaint regarding receiving no response to their refund inquiry; however, the following was emailed to the candidate at ************@gmail.com on 6/21/23:
Dear ****** ****,
Thank you for your patience regarding your refund query. Due
to the insufficient details, we’re unable to locate your profile in our system. For
us to assist you better, please reply to this email with following information
as registered: -
Exam name/client name:
Confirmation Number:
Eligibility ID:

Prometric strives to provide the best possible service to
our testing candidates. We value your business and look forward to serving you
in the future. Thank
you for your patience and opportunity for us to assist you.
We have not received any response from the candidate, and without this information we are unable to locate the candidates exam.
We thank you for the opportunity to review and respond to this candidate's concerns.
Initial Complaint
Date:06/15/2023
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 have been trying to sign up for an exam for well over a month. In order to schedule an exam for the enrolled agent test you need to create an account on Prometrics website. To do so, you need to have a valid PTIN number. Well, someone used my PTIN account and I cannot create an account with my PTIN. Keep in mind, PTINS are issued by the IRS. I have called several times and was told the issue was fixed but when i try to use my PTIN number it is giving me an invalid PTIN. I have a email from someone from candidate care saying they can longer help me and I am unable to schedule an exam. I have tried to email support but they will not respond. I am taking this exam for my job and Prometric is not fixing the situation or is now not responding. I don’t know what else to do
Business Response
Date: 06/28/2023
Thank you for bringing this exam candidate's concerns to Prometric's attention.
The candidate filed a complaint regarding difficulty scheduling their exam. It appears that ********* is this candidate's PTIN. This is the PTIN that is currently assigned to their profile and seems to be valid, has exam history, etc. Please have them login using email *********************, password "**********". Please have them reset their password after logging in.
We thank you for the opportunity to review and respond to this candidate's concerns.
Customer Answer
Date: 06/28/2023

Complaint: ********

I am rejecting this response because: The issue is that I cannot update my account for my PTIN which is ********* NOT ********. I need my account to reflect the correct number and I have called about15 times and no one seems to know how to fix this.
I have an account with a wrong PTIN so technically I can schedule an exam but it’s not the right PTIN number.

Sincerely,

******* ******
Business Response
Date: 07/07/2023
Thank you for bringing this exam candidate's concerns to Prometric's attention.

The candidate rejected our response to their complaint regarding difficulty scheduling their exam. It appears that ********* is this candidate's PTIN, as opposed to *********. We are currently working to build a corrected account for this candidate and have reached out for the address associated with the candidates to complete the process.

We thank you for the opportunity to review and respond to this candidate's concerns.
Customer Answer
Date: 07/10/2023

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.

I have emailed the requested information on 7/10/2023. Will check on the progress this week regarding my account

Sincerely,

******* ******
Initial Complaint
Date:06/12/2023
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 have been trying to contact a representative from Prometric (*************************/) to request information on a written test I took for Court Interpreter in California. I am unable to log in to my account. When I explained this via a message service on their webpage, I received a standard message with the following address [email protected] where I can get assistance with this matter. I sent an email, and it bounced back with a message indicating that the email address is blocked. I tried to contact via phone, and the only service available is to register for a test. Last, this customer service email address also bounce back because it is also blocked *************************@prometric.com (Please refer to the attachment) Thank you for your assistance with this matter.
Business Response
Date: 06/12/2023
Thank you for bringing this exam candidate's concerns to Prometric's attention.

The candidate filed a complaint regarding their inability to obtain testing information. the exam in question, the California Interpreter Written exam, was successfully taken on 12/5/2013.

We thank you for the opportunity to review and respond to this candidate's concerns.
Customer Answer
Date: 06/13/2023

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.

Sincerely,

****** *****
Initial Complaint
Date:05/10/2023
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 used Prometric to schedule and pay for a test to be taken online. Instructions for a software install was emailed to me. I spent hours and hours with tech support trying to get the software to work with my system. It was never resolved. My test time came and went, while I was still trying to connect with Prometric about the problems. The only communication I have had from them has been the receipt for the test that I was never able to take.

Customer support for test takers is impossible to navigate and leads to either being disconnected on phone, or routed to the same FAQ page online. I literally spent hours working through their phone and online support system trying to get my question answered about rescheduling my test.

I do not have any supporting documents to help resolve this problem. All online chats with tech support disappear after disconnecting, even when asking for the transcript. This is IF you get someone to chat with you. I'm not able to provide any documents about their phone system as I had to use a land line, after all the times I was disconnected and assumed it was my cell service. It wasn't.

Thank you,
****** ******
************
************************
Business Response
Date: 05/16/2023
Thank you for bringing this exam
candidate's concerns to Prometric's attention.

The candidate filed a complaint
regarding a refund. The $85 was refunded to card ending in ****.

We thank you for the opportunity
to review and respond to this candidate's concerns.
Customer Answer
Date: 05/17/2023

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.

Thank you for your help,

****** ******
Initial Complaint
Date:05/03/2023
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.
I attempted 2x or more to email via Prometric Site and keep getting the 7-10 days comment. Here are the case numbers, My wife and I made an appointment for Yuma, AZ for Sat April 15th. My wife appt was at 230pm and my appt was at 2 pm. We live about 2.5 hours away from the testing center. As we pull up exactly at 130pm as instructed we are greeted with a sign stating," We apologize!! But due to unexpected Emergency, The Test Center is Closed today. We waited a couple of months for this appt and to drive 2.5 hours to then see this sign is very unprofessional and upsetting. And to add insult to injury we each received an email a day later telling each of us that the center is closed to reschedule. Now how does that work where we go and it's closed then a day later get an email saying not to go to the testing center because it is closed? The proof is enclosed.

This is my information

Confirmation: ****************
Prometric ID: *************
Program: Arizona Insurance
Exam Code: 1333
1333-PRODUCER'S LIFE ACCIDENT AND HEALTH OR SICKNESS
Exam Date: 15 Apr 2023
Exam Time: 14:00
Prometric Test Center: # ****
Yuma, AZ XXXXXXXXXXXXXXXXXX Yuma ARIZONA 85364
UNITED STATES

This is my wife's information

Your appointment for the computer-based ****-PRODUCER'S ACCIDENT AND HEALTH OR SICKNESS is confirmed. Please find the confirmation details that follow:
Confirmation: ****************
Prometric ID: *************
Program: Arizona Insurance
Exam Code: ****
****-PRODUCER'S ACCIDENT AND HEALTH OR SICKNESS
Exam Date: 15 Apr 2023
Exam Time: 14:30
Prometric Test Center: # ****
Yuma, AZ XXXXXXXXXXXXX Yuma ARIZONA 85364
UNITED STATES
Business Response
Date: 05/05/2023
Thank you for bringing this exam candidate's concerns to Prometric's attention.

The candidate filed a complaint regarding he and his wife's exam being cancelled. Due to unforeseen circumstances the test center was forced to close; however, the complainant and his wife have received refunds for both of their exams as well as separate checks for fuel reimbursement. The issue has been resolved and is considered closed on our end.

We thank you for the opportunity to review and respond to this candidate's concerns.
Customer Answer
Date: 05/09/2023

Complaint: ********

I am rejecting this response because: While we did receive one payment refund the other (my wife's refund) has not been. And as for fuel reimbursements, how was it sent? via mail or credited to the debit card that was used? Screenshot of account shows this when using Prometric as a search topic.

Sincerely,

***** ******
Business Response
Date: 05/16/2023
Thank you for bringing this exam candidate's concerns to Prometric's attention.

The candidate filed a complaint regarding he and his wife's exam being cancelled and is questioning the fuel reimbursement. The complainant and his wife both received separate checks for fuel reimbursement. The issue has been resolved and is considered closed on our end.

We thank you for the opportunity to review and respond to this candidate's concerns.
Initial Complaint
Date:05/02/2023
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 need assistance with my reimbursement request for expenses that I incurred when my Step 3 exam was cancelled at the last minute and I had to travel last minute to an exam location almost 5 hours away and stay in a hotel for 2 nights since the test was a 2 day exam. I was told twice on phone calls with Prometric Customer Service that I would be reimbursed for ALL expenses, and I immediately submitted a request on 3/21/23 with detailed receipts and other information requested. I have received no information or contact since then and it has been OVER A MONTH, when the website clearly states a Prometric representative will contact you within 7-10 business days. My reference # is ******** and I look forward to your response and prompt resolution of my claim with a full reimbursement of $698.13. The email I sent last week that again went unresponded to has the case number ********.
Business Response
Date: 05/05/2023
Thank you for bringing this exam candidate's concerns to Prometric's attention.

The candidate filed a complaint regarding reimbursement for travel. A check in the amount of $698.13 will be released 5/11/23.

We thank you for the opportunity to review and respond to this candidate's concerns.
Customer Answer
Date: 06/01/2023
BBB received the following as a new complaint from the consumer. The information has instead been added to this original complaint file as an update.
This is the second time I am reaching out with a complaint about this business. My first complaint (#********) was supposedly "resolved" with Prometric stating that a check would be released on 5/11/23 for $698.13. It has been three weeks since the stated release date, and no check for reimbursement has arrived. I have tried emailing the company twice for a status update with no response. I am asking for the BBB to mediate between me and the company since this seems to be the only communication the company will respond to. Prometric, please send out my reimbursement check immediately.
Business Response
Date: 06/06/2023
Thank you for bringing this exam candidate's concerns to Prometric's attention.

The candidate filed a complaint regarding reimbursement for travel. A check in the amount of $698.13 was released to the following address in May 2023:
************************************

We thank you for the opportunity to review and respond to this candidate's concerns.
Customer Answer
Date: 06/07/2023

Complaint: ********

I am rejecting this response because: this check was either lost by USPS or was never sent. If the check was sent, it is unreasonable to think that it will arrive after a month. I am asking that a check be re-distributed, as I have not received any reimbursement, and this can be confirmed by the Prometric Finance office when they see that the check was never cashed. This is not an insignificant amount of money and I have now been waiting for almost three months for this reimbursement. My requests are appropriate and it is poor form on Prometric’s part to not assist more with this.

Sincerely,

**** *********
Business Response
Date: 06/12/2023
Thank you for bringing this exam candidate's concerns to Prometric's attention.

The candidate filed a complaint regarding reimbursement for travel. A check in the amount of $698.13 was released to the following address in May 2023:

*****************************
We will reissue the check or transfer the funds via direct deposit; the choice will be left up to the candidate.

We thank you for the opportunity to review and respond to this candidate's concerns.
Customer Answer
Date: 06/13/2023

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. I have received a check for the full amount in the mail and consider the matter closed. Thanks for your assistance.

Sincerely,

**** *********
Initial Complaint
Date:04/26/2023
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 fully paid for my exam, spent months trying to get an exam date and finally did. Only for prometrics to cancel the date and they've not rescheduled it till today. They keep saying they don't have a date yet they are running exams. This has been extremely frustrating and they ask me to call everyday see if they have something for me. Unfortunately they enjoy the monopoly and so I can't test anywhere else apart from them. They are the ones who messed things up they should fix it and not take months to do that otherwise they shouldn't be taking people's money and holding them ransom.
Business Response
Date: 04/30/2023
Thank you for bringing this exam candidate's concerns to Prometric's attention.

The candidate filed a complaint regarding the cancellation of their Nurse Aide exam. The candidate wsa advised of the following:
We sincerely apologize for the late notification, but due to unforeseen circumstances your Nurse Aide examination has been cancelled and will be rescheduled. You will be notified of the new date via email.
While we do our very best to avoid any disruptions, from time-to-time changes of an appointment are unavoidable. We apologize for any inconvenience that this may have caused you.

We thank you for the opportunity to review and respond to this candidate's concerns.
Initial Complaint
Date:04/26/2023
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 3/31/23 I took the 2nd Part of the Speech Exam and on 4/10/23 I got an email stating that it was graded and that I would need to contact the office to get my grade. I passed the 1st Part of the exam with a score of 441 on 2/10/23. I called on 4/10/23 and spoke to John (Customer Service Rep) and he said I passed both parts of the exam but he couldn't give me the actual score. I called again on 4/24/23 and John said the same thing. I need my PASS score for both parts of the exam emailed to me and my school for credit. I keep getting told that Upper Management is working on it but they don't seem to be over concerned that. They don't take calls, emails and there are no names to ask for.
Business Response
Date: 04/30/2023
Thank you for bringing this exam candidate's concerns to Prometric's attention.

The candidate filed a complaint regarding a re-evaluation of their exam. The rescore investigation is still ongoing with the last update being 4/28/23. We are currently waiting for an update and will notify the candidate within three (3) business days.

We thank you for the opportunity to review and respond to this candidate's concerns.
Initial Complaint
Date:04/24/2023
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 schedule (original confirmation # ****************) the ParaPro (Florida) test with Prometric over the phone. When I arrived at the testing center, I was informed that I could not take the test because my 2nd last name was not in the system. That same day I started calling Prometric to resolve the issue. After calling at least 5-6 different phone numbers and speaking with at least 10 plus more "customer service representatives", I was informed to submit an appeal request online. I received a confirmation email with case#******** that says they will answer in the next 7-10 business days; however, as of today, I have not received an answer. So, I called Prometric again and once again, the run around started again. So far I have called 5 phone numbers and the wait time is not less than 30 minutes. Prometric says to call ETS. ETS says to call Prometric and no one can give a straight answer. The people answering the phone calls are not prepared to speak with human beings. All they say is "this is not our department, please call this number and wait to be transferred. I will hate to lose my money over a simple adjustment of adding my 2nd last name to the registration. I will be waiting for your answer.
Business Response
Date: 04/29/2023
Thank you for bringing this exam candidate's concerns to Prometric's attention.

The candidate filed a complaint regarding an adjustment to their demographics. They have been informed that all name changes must be referred back to *** ****** ** ********* ***** at 1-855-********. Due to the nature of the issue we will issue a full refund of the $85 exam fee.

We thank you for the opportunity to review and respond to this candidate's concerns.
Customer Answer
Date: 05/01/2023

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:04/24/2023
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.
I had an unpleasant experience on Saturday, April 22, at the testing center at *** * ***** **** *** ***, Glendale, CA 91203. I went through the normal security procedures, all clothing bags checked, arms exposed, including a physical tap down where no issues were found. I was then directed to my computer and began my exam. About 20 minutes later, the staff at the center told me that I had markings on my body; after the staff reviewed the markings, which were scribbles (done earlier in the day by my child), they instructed me to wipe them off with hand sanitizer, which I did. They then let me back into the exam room to resume my exam. After 15 minutes had passed and nearing the completion of the exam, this very unpleasant lady, who also used derogatory language, told me to leave without having finished my exam.

I am taken aback by what transpired and how this was handled, as I've had two successful exams with Passing Scores. I understand these people must not like their jobs, but they are putting their test-takes livelihoods at risk, and should they stop or be regulated by some SRO?
Business Response
Date: 04/29/2023
Thank you for bringing this exam candidate's concerns to Prometric's attention.

The candidate filed a complaint regarding their exam being terminated. The case has been transferred to the client, as there was no wrongdoing on behalf of prometric. The candidate cursed and advised the staff they were beneath him after being questioned regarding the notes written on the tester's thigh. Again, this matter is closed on our end and is now with the client.

We thank you for the opportunity to review and respond to this candidate's concerns.
Customer Answer
Date: 05/01/2023

Complaint: ********

I am rejecting this response because:
The response is speculative at best. Do better next time.

Sincerely,

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

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