Complaints

This profile includes complaints for Project Management Institue, Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Project Management Institue, Incorporated

  14 Campus Blvd Newtown Square, PA 19073-3200

• 

  Project Management Institue, Incorporated

  4 Campus Blvd Newtown Square, PA 19073-3200

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:10/24/2023

  Type:Product 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.

  On October 9, 2022, I applied to PMI, purchased a membership, and paid an application fee. The total was $482.29. I started studying and scheduled the exam. Unfortunately, due to multiple life challenges and extreme workloads, I was forced to postpone the tests a few times. The last exam was scheduled for August 24, 2023. I was in a tight work schedule. I didn't feel ready to take the exam. When I tried to cancel the exam to take it another day, I was informed to pay $70.00. I paid $70 without knowing that the exam eligibility would be forfeited within 9 days. I reached out to PMI to see if I could receive some kind of credit since I was under the impression that the $70.00 helped me extend the exam time. When I reached out to PMI, the representative informed me I should have asked them for 90 days extension when I canceled it. There was no way of knowing that. $482 +$70 is not a small amount of money for me. PMI took my $500.00+ without any valuable service at all. I don't think it is ethical to take someone's money for no service provided.

  Business Response

  Date: 11/17/2023

  From: ***********************
  Sent: Friday, November 17, 2023 10:43 AM
  To: ******************
  Cc: *********************** <********************@pmi.org>
  Subject: PMP Exam - PMI ID# *******
  
  Greetings ********,
  
  Your most recent inquiry to the Better Business Bureau (BBB) has been forwarded to me for review and response.
  
  We are sorry to hear of the challenges you faced while scheduling your PMP exam.   I have requested that you be refunded for the $70 rescheduling fee and this should appear at your financial institution within 3 5 business days.
  
  Also, the application that you submitted on 23 Oct has been reopened for your edits.  Once you have completed documenting each experience leading and directing projects individually, you can select the Submit button.
  
  When you are notified that your application has been accepted, you will be able to sit for the exam for free. The funds submitted earlier will be applied to this application.
  
  Again, I am sorry for the lack of clarity when contacting PMI and we wish you the best in your credentialing journey!!
  
  Sincerely,
  
  ***********************, CSPO
  Product Specialist III
  *******************************************
  ***************
  ************, ***  ET  (GMT-5)
  www.pmi.org
  
  PMI Culture Values: Make it Easy | Aim Higher | Be Welcoming | Embrace Curiosity | Together We Can
  

  Customer Answer

  Date: 12/02/2023

  Thank you for the response. I am satisfied by the response. Please put me as Customer Satisfied.

• Initial Complaint

  Date:10/15/2023

  Type:Order 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 wish to file complaint against the Project Management Institute (PMI) about an unjust accusation of misconduct during my recent Project Management Professional (PMP) exam. I spent months preparing and then hours taking the test only for them to invalidate the score with no proof (after proctor misconduct from the proctor named **** and another proctor). Details: Exam Access Code: *********** PMP Exam Order Number: *********** PMI ID: ******* I have been an affiliated member of PMI since 2014 and have always upheld the principles of integrity and professionalism throughout my life. However, after my recent PMP exam, I was informed by PMI's Certification Exam Security Team that my exam score was canceled due to alleged misconduct, an accusation that is absurd and false. Someone at PMI is making a mistake! Concerns: Lack of Evidence: I have been provided with no evidence or specific details regarding this supposed misconduct. I firmly believe in transparency and fairness and feel blindsided by these unsubstantiated claims. Proctor Behavior: During my exam, I encountered two proctors, one named **** (who referred to himself as ********) and a female proctor. Their behavior was noticeably unprofessional, with **** appearing disoriented or possibly fatigued/drunk. I am concerned that their lack of professionalism led to an inaccurate interpretation of my actions during the exam. Given my longstanding association with PMI and the unexpected nature of this accusation, I am seeking an independent review of my examination and the circumstances leading to my score's cancellation. I also need some evidence of the supposed cheating The impact of this unjust accusation on my professional reputation and future career endeavors is substantial. I have dedicated significant time, effort, and resources in pursuit of PMI certifications since 2014. It is distressing to face such a grave accusation without adequate justification or a fair chance to contest the claim. I am certain that the PMI is making a mistake.

  Business Response

  Date: 11/06/2023

  From: *********************** <*******************@pmi.org>
  Sent: Monday, November 6, 2023 2:39 PM
  To: ********************
  Cc: *********************** <**********************@pmi.org>
  Subject: PMP Exam - *** ID# *******
  
  Greetings *****,
  
  Your most recent inquiry to the Better Business Bureau (BBB) was forwarded to me for review and response.
  
  Evidence of misconduct can be detected either during an exam by proctoring and other electronic safeguards, or after an exam through forensic analysis and data review, as occurred in this case. PMI® uses sophisticated forensic models to detect evidence of potential misconduct including, but not limited to: having access to test content in advance, collusion, and/or using proxy test-taking services. In order to protect the integrity of our detection and prevention methods, PMI does not share the exact indicators detected, analyses used, or safeguards in place.  These types of forensic analyses are common in the testing industry and have been validated as effective.
  
  We have reviewed your case and the evidence provided by our forensic analyses. According to our records and the data from your exam attempt, your exam score was correctly invalidated in accordance with published PMI Certification policy. As stated in the PMI Certification Handbook,
  
  “PMI uses independent third-party security vendors, including psychometricians (statisticians), to conduct forensic analyses on test administration data. These analyses are designed to protect the validity of the examination by looking for evidence that suggest a candidate’s score may not be a true measure of their knowledge or ability. PMI reserves the right to hold, invalidate, cancel, or take other appropriate action against any score identified as potentially invalid on the basis on these analyses alone.”
  
  To obtain PMP® certification, candidates with security failures must retake the exam at an in-person test center at their own cost.

  Business Response

  Date: 11/06/2023

  From: *********************** <*************************@pmi.org>
  Sent: Monday, November 6, 2023 2:39 PM
  To: ********************
  Cc: *********************** <**************@pmi.org>
  Subject: PMP Exam - *** ID# *******
  
  Greetings *****,
  
  Your most recent inquiry to the Better Business Bureau (BBB)was forwarded to me for review and response.
  
  Evidence of misconduct can be detected either during an exam by proctoring and other electronic safeguards, or after an exam through forensic analysis and data review, as occurred in this case. PMI® uses sophisticated forensic models to detect evidence of potential misconduct including, but not limited to: having access to test content in advance, collusion, and/or using proxy test-taking services. In order to protect the integrity of our detection and prevention methods, PMI does not share the exact indicators detected, analyses used, or safeguards in place.  These types of forensic analyses are common in the testing industry and have been validated as effective.
  
  We have reviewed your case and the evidence provided by our forensic analyses. According to our records and the data from your exam attempt, your exam score was correctly invalidated in accordance with published PMI Certification policy. As stated in the PMI Certification Handbook,
  
  “PMI uses independent third-party security vendors, including psychometricians (statisticians), to conduct forensic analyses on test administration data. These analyses are designed to protect the validity of the examination by looking for evidence that suggest a candidate’s score may not be a true measure of their knowledge or ability. PMI reserves the right to hold, invalidate, cancel, or take other appropriate action against any score identified as potentially invalid on the basis on these analyses alone.”
  
  To obtain PMP® certification, candidates with security failures must retake the exam at an in-person test center at their own cost.

  Business Response

  Date: 11/06/2023

  From: *********************** <****************@pmi.org>
  Sent: Monday, November 6, 2023 2:39 PM
  To: ********************
  Cc: *********************** <*********************@pmi.org>
  Subject: PMP Exam - *** ID# *******
  
  Greetings *****,
  
  Your most recent inquiry to the Better Business Bureau (BBB)was forwarded to me for review and response.
  
  Evidence of misconduct can be detected either during an exam by proctoring and other electronic safeguards, or after an exam through forensic analysis and data review, as occurred in this case. PMI® uses sophisticated forensic models to detect evidence of potential misconduct including, but not limited to: having access to test content in advance, collusion, and/or using proxy test-taking services. In order to protect the integrity of our detection and prevention methods, PMI does not share the exact indicators detected, analyses used, or safeguards in place.  These types of forensic analyses are common in the testing industry and have been validated as effective.
  
  We have reviewed your case and the evidence provided by our forensic analyses. According to our records and the data from your exam attempt, your exam score was correctly invalidated in accordance with published PMI Certification policy. As stated in the PMI Certification Handbook,
  
  “PMI uses independent third-party security vendors, including psychometricians (statisticians), to conduct forensic analyses on test administration data. These analyses are designed to protect the validity of the examination by looking for evidence that suggest a candidate’s score may not be a true measure of their knowledge or ability. PMI reserves the right to hold, invalidate, cancel, or take other appropriate action against any score identified as potentially invalid on the basis on these analyses alone.”
  
  To obtain PMP® certification, candidates with security failures must retake the exam at an in-person test center at their own cost.

• Initial Complaint

  Date:10/04/2023

  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 completed PMP examination on 2-April-2023 through remote session. Positive examination result confirmed on 3-Apr-2023. Unfortunately, I received a mail from [email protected] mentioned below. While investigating organized misconduct on PMI sponsored online proctored examinations, we discovered evidence of misrepresentation and misconduct on your PMP® exam taken on 4/2/2023 (GMT). As a result, your exam score has been cancelled, your PMP® credential has been revoked, and you have been removed from the PMI Certification Registry. I was shocked what happen after 6 months, tried to appeal and complaint this action to [email protected], they didn't provide ANY evidence and the only response as below. Thank you for your emails. Misconduct can be detected both during and after the exam. The information received by PMI Exam Security in conjunction with ******* *** Security was done as part of an investigation in the systematic use of proxy services to circumvent PMI Certification Policies. In regard to your case, your administration was flagged for proxy testing as we were able to link your administration with the administration a significant number of other candidates who used the same service. These types of investigations are common in the testing industry and are in accordance with published PMI Certification policy. In order to protect the integrity of our security safeguards, the specific indicator(s) detected will not be shared. While we are not taking additional disciplinary action at this time, to obtain PMP certification, candidates with security failures must retake the exam at an in-person test center at their own cost. Any additional misconduct on future exam attempts may result in your permanent ban from all PMI certification exams. I experienced the unprofessional and unresponsible action from PMI, no reason / evidence to proceed certificate revoke. I don't see PMI respect the effort and time from candidate. To be fair to any candidate, they can't change the rule anytime and appeal procedure MUST be in place.

  Business Response

  Date: 10/05/2023

  During a recent review of Online Proctored testing conducted by both the PMI Security Team and ******* ***’s Security team evidence was discovered that conclusively linked this candidate to a proxy testing service that was used by a significant number of other candidates.  As a result of these findings, the individual’s PMP certification was revoked.   He now has an opportunity  to schedule a new exam at an in person testing facility.
  PMI has responded to the individual under separate cover and at this time considers the matter closed.

  Customer Answer

  Date: 10/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  As I told NO evidence was provide, what is the evidence? revoked the result without evidence, ARE you kidding me?

  Seems PMI don't know the meaning evidence, video / photo / figture, etc.

  Don't ******** to me, please

  Regards,
  
  ** **** ****

  Business Response

  Date: 10/09/2023

  The action that was taken is guided by PMIs process and procedures.   Extensive research that also included input from business partners identified candidate activity which violated PMIs Code of Ethics.
  
  The action to revoke the individuals certification will stand and we consider this matter closed.

  Customer Answer

  Date: 10/09/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I'm asking where is the evidence, do u know the meaning / definition of evidence, not talking about few wordings, it is meaningless and unfair.

  PMI NEVER provide any evidence, based on AI / big data to justify, Are you serious? 

  And the appeal process NOT applied to my complaint, What's the shame?

  I don't see any professionalism from PMI, and everything is a joke. a Chatting organization.

• Initial Complaint

  Date:10/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took their CAPM preperation course. If you go to the official CAPM page and click on "prepare" it leads you to the study at your own pace page which leads you to purchase this course. It gives you 23 contact hours and is supposed to prepare you for the CAPM exam. Well I took the CAPM exam and found that most of the questions were unfamiliar and concepts I had never heard of. Turns out, the test is based on version 7 of their guide while the course was based on version 6. I reached out to customer service and asked for a refund or at least a credit for whatever the version 7 course was (or if it even exists) and to re-do the test but they told me since i've already completed both the course and the test that I could not be refunded, that the 'study guide', which is a PDF found in the bottom corner of the CAPM homepage, says that the test is over the 7th edition so its my fault for taking the 6th edition course. If I had sifted through a cataloge or taken the course on some third party site, I might agree and just take the hit but their own website directed me to this specific course. After speaking to the customer service rep and her supervisor, I was unable to get any kind of resolution. Conclusion: Warning, pay for these at your own risk. They do not update their courses/links to the courses as they should and if you end up being tricked into paying and taking the wrong one, PMI will shrug and blame you.

  Business Response

  Date: 10/05/2023

  Greetings *******,
  
  Your most recent inquiry to the Better Business Bureau (BBB) was forwarded to me for review and response.
  
  I am sorry to hear of the frustration you experienced while sitting for the CAPM® exam.  Kindly note that the exam content is based on the PMBoK® Guide – 6th Edition and both the Business Analysis for Practitioners: A Practice Guide and Agile Practice Guide which are included in the course that you completed.  
  
  Your score reports indicates that although your exam performance on the Business Analysis section was at “Target”, you did not perform as well on the other 3 domains.
  
  To assist you in passing the CAPM exam, PMI has provided a progratis attempt.  You can now schedule a new exam date and time.
  
  Please review the exam ECO again and the resources that are available through Project Management Basics – An Official PMI Online Course by clicking on the course title.  This can be located in the ‘Courses Library’ option within your myPMI dashboard.
  
  Please contact me if you have any additional questions and best wishes on your career journey!
  
  Sincerely,
  
  ***** ******
  Product Specialist III
  *******************************************
  ***************
  Pennsylvania, USA  ET  (GMT-5)
  www.pmi.org
   
  PMI Culture Values: Make it Easy | Aim Higher | Be Welcoming | Embrace Curiosity | Together We Can

  Customer Answer

  Date: 10/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:10/03/2023

  Type:Product 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.

  On September 30 at 7:34 am. I logged on to take CAPM - Certified Associate in Project Management exam. As required I took pictures of exam area and myself. The proctor asked that I remove the pencil from the table and dog treat which I did. I began the exam and received a pop up stating that I was not in the camera and if this continued my exam would be revoked. Weird, I’m getting this disruption I’m looking into the camera. I sent a message to the proctor and asked if they could see me they said yes! In the same position I received another pop up threatening to revoke my exam. I’m around 40-50 questions in and confused why they keep saying I’m not in the camera I go to chat with the proctor and receive a message saying my test has been revoked and asking if I want to take a survey. I’m dismayed, what just happened, no one called me or explained what they couldn’t see! I contacted customer support chat and was connected to******* who refused to provide me with the 800 customer service number, said that I would receive the chat transcripts and recording within 24 hours never received and someone would contact me. PMI via chat I was connected with Arun S who told me to just wait for a reply 3-5 days I explained my test expires 11/1 he said “There is one month, you can wait for 3 to 5 business days.” Which was totally unprofessional. I received an email stating “When you would like to sit for the exam again, log in at h***************************** to submit payment for your reexamination.” I contacted PMI asked that they reconsider review the transcript and recording as well as provide me with a copy. ***** * refused told me to pay and take exam again. He refused to provide me with address to send correspondence to after several request told me to call cs which was closed and link. The experience encountered does not line up with the code of ethics and professional conduct on several chapters is this a scam? I work hard to get here to be cheated and blackballed.

  Business Response

  Date: 10/20/2023

  From: **********************************;
  Sent: Tuesday, October 17, 2023 2:44 PM
  To: **********************
  Cc: *********************** <*******************************************>
  Subject: CAPM Exam - *** ID# *******
  
  Greetings ********,
  
  Thank you for speaking with me today about your CAPM eligibility and the current status of your application.
  
  Again, I would like to apologize for the level of service you received while communicating with the PMI® Customer Advocate team; this is not the level of service to which we aspire!
  
  To summarize our discussion:
  
  Your exam eligibility has been extended through 1 January 2024.
  A refund of your initial payment has been requested.  Please allow 2 -4 days for the funds to appear in your account.
  You are now able to schedule a new exam date and time.   The prior attempt will not count towards your three total attempts.
  Due to your past experience with the Online proctored exam process, you may want to consider scheduling at a ******* *** testing facility.
  
  Please let me know if you have any additional questions.
  
  Best wishes on your credentialing journey!!
  
  Sincerely,
  
  ***********************
  Product Specialist III
  *******************************************
  ***************
  ************, ***  ET  (GMT-5)
  www.pmi.org
   
  PMI Culture Values: Make it Easy | Aim Higher | Be Welcoming | Embrace Curiosity | Together We Can

  Customer Answer

  Date: 10/24/2023

  
  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. 
  
  Regards,
  
  *********************************
  

• Initial Complaint

  Date:10/01/2023

  Type:Billing 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.

  My active membership with PMI lapsed in 2021, however PMI continues to automatically charge my credit card. I do not have access to the account to turn off automatic charging. I want to terminate paying for membership dues and obtain a refund for dues charged in 2022. In addition, it is difficult to find how to cancel membership on their website in violation of FTC policies.

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair 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.

  My PMI-ACP certification was set to expire on July 29, 2023. So on May 22, 2023, I renewed my PMI-ACP certification thru the Project Management Institute (PMI.org) along with my PMI membership. As part of this process, PMI is supposed to automatically renew my certificate thru an integration with ******. On August 5, I saw it was expired on ******. I communicated with [email protected] and got a response on August 11 saying it will take 15-18 days to correct. It is now September 11, 2023 and PMI has STILL NOT RENEWED THE CERTIFICATION THRU ******! Not to mention...IT IS THE THIRD TIME THIS HAS HAPPENED! It's absolutely ridiculous that an organization which insists on having a membership to maintain these certifications can't even bother to sustainably renew them thru the badge verification tool many corporations utilize. What's the point of the membership if their badges department can't renew a certification efficiently? I have other certifications that have not had a badge issue, only PMI. PMI needs to rectify their integration with ****** immediately, fix the expiry period on my ****** certification, and not repeat this ever again going forward.

  Business Response

  Date: 09/15/2023

  From: ***********************
  Sent: Friday, September 15, 2023 4:01 PM
  To: ******************************************
  Subject: PMI-ACP Badge - PMI ID# *******
  
  Greetings *****,
  
  The inquiry that you recently opened with the Better Business Bureau (BBB) was forwarded to me for review and response.
  
  Please accept our apologies for the delay in correcting the situation.  The ****** badge is intended to update once renewal is complete with PMI.   This badge is a verifiable, secure means by which a credential holder can prove their accomplishments.  Kindly note that your badge has now been updated to indicate that your are an active PMI-ACP credential holder.
  
  As an organization PMI is committed to providing world-class service.  We did not, in this instance, meet the level of service to which we aspire.  Also, please be assured that the processes that support the issuance and activations of badges will be reviewed to identify improvements that need to be implemented.
  
  Please contact me if you have any further questions.
  
  Sincerely,
  
  ***********************
  Product Specialist III                                                                                
  *******************************************
  ***************
  ************, ***  ET  (GMT-5)
  www.pmi.org
  
  PMI Culture Values: Make it Easy | Aim Higher | Be Welcoming | Embrace Curiosity | Together We Can
  

  Customer Answer

  Date: 09/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************
  
  

• Initial Complaint

  Date:08/16/2023

  Type:Service or Repair 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 recently took my PMI-PMP exam on July 30, 2023. Prior to the first break concluding, which was 10 minutes long, I arrived back to my seat. As I began to resume my test, I was instantly booted from the exam. I was distraught and confused. I was not given an immediate reason, except to find out hours later that a proctor “thought” he saw me leave the camera view. This was not correct or based in any fact. When I asked if I was able to review the footage of the allegations, I was told that I was not able to review any sort of evidence or allegations. I was told to believe us. I was given a case ID ****************** am fully expecting for PMI to correct this issue by allowing me to retake my exam and remove this fraudulent fail notice. Additionally, I am requesting a formal request as this event led to loss of employment

  Business Response

  Date: 09/13/2023

  Candidate was contacted on 5 September 2023 by phone.  Confirmed that she would be reimbursed for the original exam fees that she paid.  Also, she will retain her three opportunities to take the exam during her eligibility period.   Her eligibility was extended to 31 October 2023.

• Initial Complaint

  Date:08/14/2023

  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.

  Non response for medical accommodation request. Paid for exams, sent forms from medical providers, waited over 30 days (their process says an answer to the request will be provided before then), brought it to the attention of 3 separate helpline attendants. Was told to expect an answer that will take another business week. Unable to do much as schedule the exam without acknowledgement from them.

  Customer Answer

  Date: 08/15/2023

  It required recent daily communications to resolve the issue (looks like both an initial and recent request for confirmations of all material received from representatives were incorrect), but the request has been received/acknowledged and I am now able to schedule my exam. 

• Initial Complaint

  Date:07/29/2023

  Type:Service or Repair 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.

  In May of 2023 I purchased a membership and online course for the **** certification. Over the next 2 months I completed the course and signed up for the test. When I signed up for the test I was given 2 options, it asked me if I wanted to take the current exam or the new version. Note that the exam was changing at the end of July and was covering different material. The new material was never released or presented in the course that I paid for and took. I said the current version since that is what the course I took covered and what I studied. When I actually took the exam that is not what I received, I was given the new test covering material that was not covered in the course I paid for and completed and thus failed the test. I reached out to customer service both by phone and email asking why was I not given the exam that I signed up for but in all replies I was told sorry, please pay for a new test and try again. Note that I never would have signed up for the new exam since that is not what I purchased, not what I studied (not to mention there was nothing explaining what the new test was about when I purchased the **** course from them) and not what I expected. Each time I contacted their customer service I was told sorry for the bad experience, we will not offer the previous exam anymore but we are happy to take your money for a new exam, just sign up again. I asked them for a refund of the amount I took for the test, which is $225 since the issues were on their end and not my fault which they have refused.

  Business Response

  Date: 08/03/2023

  From: ***********************
  Sent: Thursday, August 3, 2023 5:08 PM
  To: ************************* <****************>
  Subject: **** Exam - PMI ID# *******
  
  Greetings *****,
  
  Please accept this email as confirmation that you are now able to schedule your exam, however, as we discussed I believe you will wait until you can access the new training materials.
  
  Currently, the materials available are sufficient to prepare and sit for the exam.  Please review the *** crosswalk for insight into what resources are needed to prepare for the **** exam.
  
  As a reminder, your exam eligibility expires on 10 July,2024.
  
  If any further questions arise, please do not hesitate to contact me.
  
  Sincerely,
  
  
  **************************, CSPO
  Product Specialist
  **************************Suite **********************************************; ********** ***
  Mobile:  ***************
  Email: *******************************************
  Web site:  ***********
  

  Customer Answer

  Date: 08/04/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************