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:07/04/2023

  Type:Order 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.

  PMP since 7/2011 (so I have experience managing my PDU's). I tried to renew my membership, but PMI is claiming that I don't have enough credits is "Ways of Working" (one of the 3 required triangle areas). That's not true. There's a glitch on PMI side in terms of how the PDU's are applied. I don't believe that they were applied as I submitted them due to this glitch. Additionally, PMI incorrectly applied carryover PDU's. "3 triangle areas" - I have to earn at least 8 PDU's in each of the 3 triangle areas. No matter how I allocate my credits when applying PDU's to these 3 triangle areas, they're incorrectly applied. They're skewed so much that I don't have enough credits (only 6.75) in one area (Ways of Working)…whereas I have a whopping 20.75 and 28.75 in the two other areas. This is due to misapplying credits in my ITIL course and Lean Bootcamp. Lean Bootcamp is the most extreme in terms of incorrectness due to the carryover. PMI (not me) carried over 20 PDU's from last cycle to this cycle. I initially allocated 10/10/10 to all 3 triangle areas. Last cycle, PMI gave me only 6 for Ways of Working, but still did not apply any during this cycle to Ways of Working. They applied 11 and 9 to the other two. I did not receive any explanation. I tried to reach PMI. There is no way to reach them. Post-COVID, they hired an overseas 3rd party contractor as "customer service". 3rd party contractor has small script; they answer all questions with cut/paste from this script. They did not know how to address my question so they kept saying the same thing and not directly answering. Bottom line - I received a 'run around'. I need either ITIL or Lean Bootcamp PDU's to be applied correctly so that I can renew. If PMI deems that I am the one who does not understand, then please educate me. I need facts. To date, the facts are not in the CCR. ITIL and Lean Bootcamp definitely taught me "Ways of Working". I should not have to pay extra $$$ for courses due to a software glitch.

  Business Response

  Date: 07/10/2023

  rom: ***********************
  Sent: Monday, July 10, 2023 2:01 PM
  To: ****************************
  Cc: *********************** <*******************************************>
  Subject: PMP *** Renewal - PMI ID# *******
  
  Greetings *****,
  
  Thank you for contacting PMI.  Your recent inquiry to the Better Business Bureau was forwarded to me for review and response.
  
  PMI is available 24/7 to answer your questions and our aspiration is to provide world-class service each and every time.  However, based on your email it appears that we did not live up to your expectations.  We apologize for the inconvenience and frustration that this situation has caused.
  
  Our records indicate that you have obtained the 60 PDUs required and renewed your certification on 7 July 2023.   Your current cycle is effective 13 July 2023 through 12 July 2026.
  
  The guidelines by which PDUs are applied to your cycle requirements can be found in the *** Handbook.
  
  If you prefer, I am happy to discuss the situation further via a Teams call or on the phone as email may not be the best format to discuss your individual scenario.
  
  Again, I am sorry for your experience with PMI in regards to renewing your PMP certification.   We appreciate your input and utilize all feedback as a means to improve our processes, systems, and customer contact effectiveness.
  
  Please reach out to me via email or my phone number below if additional clarification is needed.
  
  Sincerely,
  
  ***********************
  Product Specialist III
  *******************************************
  ***************
  ************, ***  ET  (GMT-5)
  ***********
  
  PMI Culture Values: Make it Easy | Aim Higher | Be Welcoming | Embrace Curiosity | Together We Can

  Customer Answer

  Date: 07/12/2023

  [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. The woman who called me and assisted me was wonderful! I am very grateful to her.
  
  Thank you very much,
  
  *****************************
  

• Initial Complaint

  Date:05/15/2023

  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.

  PMI has been denying my access to their project management professional certification exam through the veil of auditors only operating via email. I have applied twice to gain access after investing $1500 in courses and $300 in PMI membership fees. Their auditing team has given me feedback on my application that is in stark contrast to the content of my application. Such as: - the role is unclear - in each of my submissions I clarify that I am the project owner - Project stakeholders were not addressed - in each project i notated my stakeholders It is as if the audit team has not read a single word of my application and instead is flicking through my information and sending out a declination with no regard for the negative impact on myself. This company has take $300 of mine and expect at minimum a refund for their poor communication systems and admittance to their certification program that I have been gate kept from for no apparent reason.

  Business Response

  Date: 05/16/2023

  PMI has contacted candidate, reviewed their PMP(R) application and he is now ready to sit for the exam.   

• Initial Complaint

  Date:11/18/2022

  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.

  November 18th i booked a private room to take my PMI-BA exam. The exam was to start at 2pm I started half an hour before the exam to prepare as I was instructed to take a picture of 4 sides of the room, myself and my ID. Every picture I took with my apple phone stated retake. The facilitator requested access to my phone which I gave. I sent several new pictures. I could see them very clearly. I prepared at my computer for the exam. They apologized for the delay in starting as they had 36 people prior to me to verify. At 2:20 they got to me and I was told to retake my ID picture. i did several times and was told it was blurry. I asked what could we do to solve the problem. I have done everything I could at my end. I suggested facetime or live camera and they hung up on me! I was not allowed to take the exam through no fault of my own. I am 65 years old. I have been studying for weeks to be hung up on. When I contacted PMI on their website I got their standard answer "we will contact you within 5 - 10 business days. There was no contact number for the facilitator as they are farmed out overseas. I contacted Worksafebc as they paid for the exam and with their help I managed to reach someone live and was again told 3-5 business days. Absolutely unprofessional and seeking to cut costs with overseas customer service that are unable to properly assist. The course actually teaches how to solve these kind of business problems. How ironic when they cannot solve their own glitches. I had a complete melt down, nerves shot and will take several days to recuperate.

  Business Response

  Date: 11/30/2022

  From: Glenn F********
  Sent: Wednesday, November 30, 2022 1:18 PM
  To: *******************
  Cc: Glenn F*********** <**********************@pmi.org>
  Subject: PMI-PBA PMI ID# *******
  
  Dear *********,
  
  Your most recent inquiry to the Better Business Bureau was forwarded to me for review and response.
  
  I am very sorry to hear of your Online Proctored testing experience and I apologize for the frustration that this situation caused.  Also, the service that was provided to you did not meet the level to which we aspire and we appreciate your honest feedback.  This information will be used to provide a better testing experience in the future.
  
  A new eligibility has been provided and you can now reschedule your exam at your convenience.
  
  You have indicated that you procured a private room in which to sit for your exam.   It appears that the internet connectivity at that location prevented a successful testing experience.
  
  Please ensure that you run the system test for your device and are confident that the internet  reception is stable in the location in which you prefer to test.
  
  If you have any additional questions or concerns do not hesitate to reach out to me.   It is important to me that you are able to schedule and sit for the complete exam.
  
  Sincerely,
  
  Glenn *. F*********, CSPO
  Product Specialist
  Project Management Institute
  14 Campus Blvd
  Newtown Square, PA 19073-3299 USA
  Mobile: ***************
  Email: ***************@pmi.org
  Web site: www.pmi.org

  Customer Answer

  Date: 11/30/2022

  [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:11/15/2022

  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.

  Date: 10/25/2022 Amount of money: $514.33 Excluding Chapter Membership: 30.00 PMP Certification Exam Nature: On 10/25/2022 at 10:30 am: I began taking my home exam but the Proctor kept interrupting me stating that he/she was not able to see my left eye in the webcam. However, when I view the Proctor's Rectangular View, I was able to see myself just fine. After, 20 minutes into the exam, the proctor mentioned they were not able to see my left eye. I informed them, that I am only on question 10 and I am not able to concentrate due to the popups. They informed me they were doing their job. I agreed to revoke the test and I could physically go to take my exam at the testing center. I have the exchange between the proctor and I, as well as pictures of my testing area. I would like a refund or opportunity to reschedule at the testing center in order to take my exam. From reading other complaints it appears, this is a known issue. Adding - I cannot sit like a statue for 2-hrs throughout the exam.

  Business Response

  Date: 11/22/2022

  From: Glenn F**********
  Sent: Tuesday, November 22, 2022 4:40 PM
  To: 'M ******' <*************************>
  Subject: PMP Exam - PMI ID# *******
  
  Greetings ****,
  
  Please accept this email as confirmation that I have requested the fees for your exam and membership to be refunded.   However, you will still be able to sit for the exam and will also remain a PMI member through 31 October 2023.  Once this process is complete you will receive an email notifying when you can schedule your exam.
  
  We thank you for your support and wish the best in all of your future endeavors!
  
  Sincerely,
  
  
  Glenn ** F********, CSPO
  Product Specialist
  Project Management Institute
  14 Campus Blvd
  Newtown Square, PA 19073-3299 USA
  Mobile: ***************
  Email: *******************************************
  Web site: www.pmi.orgTell us why here...

• Initial Complaint

  Date:10/05/2022

  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.

  On December 10, 2020 I purchased I applied to PMI, purchased a membership, and paid an application fee. The total was $553.17. I began studying for the exam, but due to COVID and a change in work situation I was not able to get back around to scheduling the exam until October 2022. When I tried, I found that the application and exam fee had expired and been forfeit. I reached out to PMI to try to reach some sort of compromise, but the only advice I was given was to repay the entire amount again. PMI demonstrated no interest in reaching a compromise or understanding that I had paid over $500 for them to provide absolutely no value. I went back through my emails and text messages to see if there was any notification at all of this expiration, and I found nothing. If (and this is a big "if") the year time frame was provided, it was well-hidden.

  Business Response

  Date: 10/06/2022

  From: Glenn F**********
  Sent: Thursday, October 6, 2022 12:26 PM
  To: ****************
  Subject: PMP Eligibility Period - PMI ID# *******
  
  Greetings ****,
  
  Thank you for taking time today to speak with me in regards to your experience with PMI and applying for the PMP.
  
  Again, I would like apologize for the level of service you received in regards to your recent contact with us.  This is not the level of service to which we aspire.
  
  Please log into your myPMI dashboard and select Certifications from the top banner, PMP from the drop down and then select the Reapply option.  Please follow the prompts to complete the application and then select Submit. The information that will be covered on the exam can be found here  PMP Exam Content Outline and the Certifications Handbook can be found here Handbook .
  
  Once you receive the notification via email that your application has been accepted, please reach out to me via this email address.   You will receive credit for the funds that you submitted previously.     
  
  As we discussed, please ensure that you update your contact information through your myPMI dashboard.
  
  We wish you the best on all of your future endeavors!
  
  Sincerely,
  
  Glenn *. F***********, CSPO
  Product Specialist
  Project Management Institute
  14 Campus Blvd
  Newtown Square, PA 19073-3299 USA
  Mobile: ***************
  Email: ***************@pmi.org
  Web site: www.pmi.orgTell us why here...

  Customer Answer

  Date: 10/07/2022

  [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. 

  I was able to connect with Glenn from PMI, and he was incredibly helpful in resolving this issue. I am 100% satisfied with the outcome.
  
  Regards,
  
  ****
  

• Initial Complaint

  Date:09/13/2022

  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 Purchased training material for a PMP certification for $699. First of all I have a learning disability. I have ADHD, anxiety and mild depression. Once purchased you can't print anything (learn best if I can print highlights and make notes) out everything is online and is very hard to understand. I tried several times to ask about printable options they said none. They guarantee their service. After getting medication and struggling for a while at work, I can now focus on completing this certification. I tried to log in and my training material was no longer there. They said they no longer offer it and I no longer can access the material. I always get emails to purchase more stuff but NEVER got any type of motivation to make me aware that i have limited time and it was running out. I would like to get my refund to go somewhere else to get the service. I feel their practices are very deceiving and are not at all really there to assist in helping anyone out. When I try to speak with someone it is always hard or just get a generic answer for my questions and no I can't help you. Thank you *****

  Business Response

  Date: 10/10/2022

  From: ************************* <*********************************************>
  Sent: Friday, October 7, 2022 4:18 PM
  To: *********************** <*******************************>
  Cc: *********************** <*******************************>
  Subject: Re: PMP(R) Exam Prep Course
  
  Yes got all the emails regarding the class. I really appreciate you assisting me with this. 
  
  Have a wonderful weekend 
  
  Get ******* for ***
  
  From: *********************** <*******************************>
  Sent: Friday, October 7, 2022 2:04:54 PM
  To: ************************* <*********************************************>
  Cc: *********************** <*******************************>
  Subject: RE: PMP(R) Exam Prep Course
  
  Greetings *****,
  
  Can I confirm that you are now registered in the class that you prefer?
  
  Thank you!
  
  Glenn *. F********, CSPO
  Product Specialist
  Project Management Institute
  14 Campus Blvd
  Newtown Square, PA 19073-3299 USA
  Mobile: ***************
  Email: *******************************
  Web site: ***********
  Tell us why here...

• Initial Complaint

  Date:08/31/2022

  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 purchased a PMP Exam Prep Course from Project Management Academy who is licensed by PMI to provide the course. After starting the course, I discovered that the requirements listed on both the PMI and Project Management Academy websites were false. Both stated: A high school diploma, Associates degree, or global equivalent AND at least 60 months of unique non-overlapping professional project management experience as the requirement. The PMA instructor told the class on the first day that we needed to join PMI to be able to download the PMBOK which was needed for the course which I did. On the second day the instructor informed us that the stated requirement was false. That the 60 months of experience had to be within the past 8 years which mine was not. I stopped the class and asked for a refund which was rejected. This is fraud, plain and simple. I have filed a formal complaint against PMA and contacted PMI for a refund of the $139.00 membership fee which was also rejected (non-refundable) so, am filing this complaint against PMI for the same fraud in that their websites list the requirements exactly the same (I am sure very intentionally), and demand that all monies paid be returned.

  Business Response

  Date: 09/07/2022

  From: Glenn F***********
  Sent: Wednesday, September 7, 2022 3:34 PM
  To: *********************
  Subject: PMI Membership - PMI ID# *******
  
  Greetings ******,
  
  Your recent inquiry to the Better Business Bureau was forwarded to me for review and response.
  
  I am sorry to hear of your experience with the PMP® exam prep course for which you registered.  Clarification of the required qualifications to apply for the PMP® credential can be found on page 11 of the Exam Content Outline or ECO.  We strongly recommend that all candidates read both the ECO and the Certification handbook to better understand the policies and procedures to apply, submit payment and schedule their exam.
  
  As a customer courtesy PMI® has refunded the membership dues that you have paid recently.
  
  If you decide in the future to again pursue the PMP® please contact us.
  
  Sincerely,
  
  Glenn ** F*****  CSPO®
  Product Specialist – Certifications
  
  Project Management Institute
  Phone: ***************
  Web:    www.pmi.org
  
  See how PMI can help you on your journey!
  

  Customer Answer

  Date: 09/08/2022

  [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:08/09/2022

  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.

  Purchased an exam retake on 4/7/22. Received payment confirmation email. Received email on 6/14/22 inviting me to take the exam I purchased. In the email it states that the exam expired on 4/15/22. Was incapable of taking exam until I was invited via email. Have contacted PMI's customer service multiple times and was told they are not able to help me that I needed to email to [email protected]. I have sent three emails requesting help on 6/14/22, 6/28/22, 8/9/22. The email I received back today was: _____________________________________ Thank you for contacting DACertifications. This mailbox is no longer active. We started this email to answer questions as we launched DA certifications, but as all DA certifications are now live, we are closing this inbox. • For any questions about DA certifications or technical assistance, please contact Customer Care and one of our team members will assist you. • For any inquiries regarding roster uploads, please contact [email protected]. • To share feedback regarding the course content, please contact [email protected]. Thank you and have a great day, PMI Certifications __________________________________ PMI has been unwilling to help me out with the error they made. I question the validity of this organization as they are avoiding to assist and correct the situation,

  Business Response

  Date: 08/16/2022

  From: Glenn F*********
  Sent: Tuesday, August 16, 2022 7:36 PM
  To: **************************************
  Subject: DASM - PMI ID# *******
  
  Greetings ******,
  
  The complaint you filed recently with the Better Business Bureau was forwarded to me for review and response.
  
  I am very sorry to hear of the challenges you faced while attempting to schedule your Disciplined Agile Scrum Master exam and also for the lack of communication from our organization. Please note this is not the level of service to which PMI aspires.
  
  To address the situation, your exam eligibility has been extended through 15 Oct 2022.  We trust this will allow you to select a date and time that is most convenient for you.
  
  Also, thank you for agreeing to speak with ************************************, the Product Owner of the DASM.  Your feedback about the product and your experience is an important part of our continuous process improvement efforts.
  
  Please let us know if we can be of further assistance!
  
  Sincerely,
  
  Glenn *. F*********; CSPO
  Product Specialist Certifications
  
  Project Management Institute
  Phone: ***************
  Web:    www.pmi.org
  
  See how PMI can help you on your 

  Customer Answer

  Date: 09/07/2022

  I am reviewing my old emails and I wanted to respond to the message about my complaint. PMI did reach out to me and corrected their mistake. I am satisfied with the resolution of my issue.

• Initial Complaint

  Date:08/07/2022

  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 scheduled my online PMP exam on 29 July 2022 at 1100 am. Before the start of the exam, I had a difficult time connecting to my Internet at home and unfortunately, I was unable to connect during the time of the exam after multiple attempts to do so. After about 30 minutes after the start of the exam, I still couldn’t connect so I decided to stop so I can contact PMI to inform them of my issue. Before I could contact PMI, I received an email informing me of my missed exam. Soon after, I contacted PMI via their chat service to let them know what had happened with my Internet before my scheduled exam but they said unfortunately I had to pay for another exam if I wanted to retake it at which time, I’ve informed them that their exam policy is not fair because it wasn’t my fault that my Internet was not working on my laptop and I was diligently trying to connect to the Internet but to no avail. But their only response was per their policy, they couldn’t do anything for me and the only way for me to take the exam is to pay for it again.

  Business Response

  Date: 08/10/2022

  From: Glenn F***** <************@pmi.org>
  Sent: Wednesday, August 10, 2022 2:01 PM
  To: ************************
  Subject: PMP Exam - PMI ID# *******
  
  Greetings ***********,
  
  Your recent inquiry to the Better Business Bureau was forwarded to me for review and response.
  
  I am very sorry to hear of the challenges you faced as you attempted to sit for the PMP® exam.
  
  Prior to scheduling your next exam please visit the ********** website and run the systems check.  This will ensure that your device meets the requirements to host the exam.
  
  https://home.**********.com/pmi/*****
  
  I have requested that your PMP exam fee be refunded. This process should be completed in 1 3 business days and you will be notified via email at that time.
  
  Please let us know if you have further questions and thank you for your continued support of the project management profession!
  
  Sincerely,
  
  Glenn F*****  CSPO
  Product Specialist Certifications
  
  Project Management Institute
  Phone: ***************
  Web:    www.pmi.org
  
  See how PMI can help you on your journey!