Complaints

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:01/11/2024

  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 a licensed Real Estate Salesperson in Maryland for many years. Recently I moved from Maryland to Virginia and filed an application for a VA real estate salesperson test with PSI. I called PSI many times and filed formal application on November 7th. I have waited for over 2 months and have never received a response from PSI. PSI is the only source for this test. I need to take and pass this test to make my business going on. Thanks.

  Business Response

  Date: 01/17/2024

  The testing candidate has been assisted and scheduled for the examination.

• Initial Complaint

  Date:11/13/2023

  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 was screwed over on my test because they booked the incorrect test, which I drove 2 hours to get to and I need to be reimbursed for this. So first off that needs to be taken care of. Second, I have brought this issue to MULTIPLE peoples attention and have been told it would “be taken care of” which has been a blatant lie. Now, I have NEVER been able to access my online PSI account. When I called about this, I was told to just schedule everything by calling the call center. So I did this, well when I went to take my first test - I noticed my social security number was not accurate. 2 numbers are switched around… I was only able to create a password to my account - when the information was entered I had to tell someone OVER THE PHONE. This was entered incorrectly. when I told the examiner about this she informed me that it would get fixed no problem. This never happen so I reached out again and was told AGAIN it would get fixed. Well, guess what that never happened. So I call again and am then told that it cannot be changed and that my account must be deleted and I have to start COMPLETELY over. This is NOT an option for me. 1, I would have to spend SO much money because of a mistake that PSI made. This is not ok, I was put on with a supervisor and he told me the same thing. This is not a SOLUTION. this is not ok. You guys are messing with people’s livelihood and this has to get taken care of now. I know for a fact there is someone who can fix this. I’m sick and tired of being told “I will call you back” because this NEVER happens. No one follows through. No one at this call center has a CLUE what is even going on as I am told completely different information EVERY single time I call. I just need this fixed.

  Customer Answer

  Date: 11/15/2023

  
  Hello. I was finally able to get ahold of the vice president of the company and they have FINALLY taken care of my situation thank you for your help! 
  

  
  

• Initial Complaint

  Date:10/17/2023

  Type:Service or Repair 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 finished all the necessary steps to take the GA real estate salesperson exam through PSI. However, I still could not schedule an exam. I called customer service several times and they all told me they did not have my information in their system. I contacted my real estate academy and they confirmed that I'm registered in the Commission portal as being completed. I even received the confirmation email from PSI saying that "Your eligibility for the GEORGIA Salesperson Examination has been approved." If they does not have my information in their system, how could I receive the examination confirmation from them in my email? I asked them the questions, I got no answer. I called so many times and nobody can help me. I sent so many emails and got no response. People are not taking exam for fun, people are working hard to live a life. Please don't ignore our hard working people.

  Business Response

  Date: 10/24/2023

  We will contact the testing candidate to assist with the scheduling.

• Initial Complaint

  Date:09/24/2023

  Type:Service or Repair 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 orderd and schedueld a test with the testing center for an online proctored test (09/06/23 at 10am). I did all that was required on my end to set up and be ready for the test. The day of the test came and I was on the website 30 mintues before. 10am came and went. I reloaded my screen multiple times and my test never started. I called customer service and got sent around mutiple times. I was told it was an issue with their webpage. I found out that I was on the correct page all along but wasnt given a prompt to "launch" the test. I asked to be reschedueld and not be charged since it wasnt my fault for the website not to work. I was told they would send it to thier manager and I would be contacted in 3 days or so. I never heard back and they never repsonded to my emails. I took screen shots of my confermation and emails. I had to rechedule my test and am out $75 for a test that I never took. I am just looking to get my money back and get past the issue

  Business Response

  Date: 10/04/2023

  
  The testing candidate has rescheduled and completed the exam. 

  Customer Answer

  Date: 10/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  The test was rescheduled because I paid for the exam again NOT because they rescheduled me or reimbursed me for the first test that I wasn't able to take because of an issue with their system. 

  I'm still out $75 for the frist exam

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

  Business Response

  Date: 10/11/2023

  We apologize for the inconvenience caused. We have coordinated this concern with the relevant team for further validation. We will contact the testing candidate for feedback/updates.

  Customer Answer

  Date: 10/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  It's been 15 days and I haven't received any email or notice of the company trying to reach out to me. The claim is still unresolved.

  I will continue to reject the "resolution" until I get my $75 or have the fee waived for my next exam. That is the only way to resolve the issue.

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

  Business Response

  Date: 10/24/2023

  We will contact the testing candidate to assist with rescheduling.

• Initial Complaint

  Date:09/08/2023

  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 scheduled an online real estate exam for July 22, 2023 at 9 AM. I spent the first 45 minutes trying to appease the proctor that I was alone had a table to take the test. I spent probably 15 minutes trying to hold up my drivers license for her to see to the point of my arm becoming fatigued. I was told prior that I would be permitted to use a standard calculator for my test. The proctor told me I could not use it and I had to go put it in another room. She said that there would be a calculator on the testing screen. I begin my test with constant interruptions from the proctor insinuating that I was doing something wrong. When it came time to do a math problem, I was unable to locate a calculator on the screen. She said I would have to call tech-support. My test was paused and tech-support wanted to completely end my test, because apparently my calculator was being covered up by my face in the screen, I told him I would just do the math on paper and pencil. The proctor said this would be fine and spent the next 10 minutes showing her all of my paper and pencil. As soon as I started to get working on a math problem, she would interrupt me and say that she couldn’t see my eyes in the screen I explained I could not be looking up at the screen and looking at my paper to do my math problems at the same time. This did not stop her from constantly interrupting me. Needless to say, I did poorly on the test as I was so upset and put under stress from all the interruptions and wrote to psi. They said to call a number which I have done three times. Last time they said it was escalated to management and somebody would email me after reviewing the entire test. I’ve never heard back from anybody. I think I should be able to retest for free at a Testing Center. I have requested this during each of my correspondence. I feel like I have thrown away my money on the education I needed to do this. And the money I spent on Testing .

  Business Response

  Date: 09/15/2023

  We have coordinated this concern with the relevant team for further validation. We will contact the testing candidate for feedback/updates.

  Customer Answer

  Date: 09/15/2023

  Better Business Bureau:
  Psi has been telling me this same response since I first called. They would not correspond with me via email or letters only by phone calls. They repeatedly have told me they will review the case and get back to me but never do.
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  
  Regards,
  
  ******** *******

  Business Response

  Date: 09/21/2023

  We apologize for the challenging experience you faced during your online real estate exam on July 22, 2023. We understand that the proctoring process was not as smooth as we aim for, and this led to a stressful situation during your test.
  Upon reviewing the exam recording and the chatlogs, we can confirm that at timestamp 24:35, there was an issue with accessing the calculator. Our proctor advised you to contact tech support and temporarily paused the exam to address this concern. However, you opted to use pen and paper for the calculations and proceeded with the exam at timestamp 61:37.
  Regarding the interruptions you mentioned, the chatlogs indicate that the proctor did not interrupt your exam in any significant way. We understand that the situation was stressful, and we're here to ensure a smoother experience for any future exams you may take.
  We appreciate your understanding and patience as we work to address this matter and ensure a better experience moving forward.

  Customer Answer

  Date: 09/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  This response does not in any way compensate me for not being able to perform the test in an environment suitable. As far as the calculator goes, the test was paused while I called the technician and that technician was going to completely end my test because he said I needed to run a check on my computer. I ran the check before I started the test, so did not wish to end it. I had very limited days and times to be able to take the test and could not afford to have it canceled. I was advised I could use a pencil and paper and that’s what I chose to do. It’s only a small part of the constant interruptions for every little thing that led to me not performing on the test as I should have I request a refund so that I can go to a Testing facility to take it again. 

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

• Initial Complaint

  Date:05/03/2023

  Type:Service or Repair 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 took my paper based HiSET exam 03/21/2023, normally results are in 24 to 48 hours. It has been almost 2 months since I’ve taken the test and PSI customer Service have yet to give me a date on when my test will be graded. This have gave me so much anxiety waiting and not knowing if i passed my last 2 test. New test date have already passed. When HiSET was partnered with ETS, all results came in , in time. It feels like i was robbed of my money. They are very unprofessional mainly because there is no higher up person to get in contact with to receive an explanation..if PSI can’t grade my test, please give me my refund and STOP giving paper tests if its going to take forever for results. People have goals and this is just holding up those goals for individuals who work hard

  Business Response

  Date: 05/11/2023

  Thank you for bringing this to our attention. We apologize for any inconvenience this may have caused. We have escalated your concern to the appropriate team, and they will investigate the matter further. We appreciate your patience while we work to resolve this issue.

  Customer Answer

  Date: 05/12/2023

  This is the same response I have been getting since I’ve taking the test. I do not accept. i also called to ask for my refund for the last 2 test but i was told it was non refundable. Then i ask if it cannot be refunded, can they schedule me to retake the exam online which will be faster results. They are absolutely fraud.

  Business Response

  Date: 05/18/2023

  We will contact the testing candidate for feedback.

• Initial Complaint

  Date:03/30/2023

  Type:Sales and Advertising 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.

  Scheduled an exam for March 1 & was not allowed to test due to unclear policies from PSI & HPCC. Came to resolution that I could pay $100 fee and submit transfer application form to reschedule exam for next testing window. Was told by business that after submission of fee and application I would receive email detailing next steps to schedule exam for next testing window. Did not hear back for over 2 weeks after I confirmed the money was pulled from my account and called company to follow up. Was told by company that my fee and application was never received (although I had receipt confirmation from PSI & bank records showing otherwise) and that the issue would be escalated to a higher up due to my reports of submitting the application. I received email from higher up and was asked to pay the $100 and submit application as they had no proof on their end that I ever did so. Sent an email back to higher up with receipt confirmation number and informed that I also had bank records that I could show to prove that the company did in fact have my $100. Never received email back. Followed up again with company rep over the phone who now says they do have my fee & application but couldn't tell me what my next steps were. When asked what my next steps were, he did not know how to answer and didn't know if someone would be reaching back out to me. At this point, I have made over ten calls to this business & have not been able to reschedule my exam. I am consistently being told to speak to someone else or the person simply does not know how to help me.

  Business Response

  Date: 04/06/2023

  Exams can be scheduled from June 1 thru Sept for the Sept 1 - 30 testing window. Testing Candidate must contact the HPCC regarding the retest procedure.

• Initial Complaint

  Date:03/13/2023

  Type:Service or Repair 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.

  Took my test in the beginning of January there was power outage at the testing site. Could not retake my test until the power outage was investigated. The investigation is done and still I am not granted access to complete my test. I've called over 20-30 times and have talked to a representative Everytime and I either get no where or they hang up on me. There seems to be no one in charge because when I asked to speak to supervisor I get put on hold for an hour and then they hang up. I just want to complete the second half of my exam, its been months and this has made me lose numerous major career opportunities. The problem is so simple in just letting me take the second half of my test but somehow it's been almost three months and I've gotten nowhere. Promised emails and phone calls from them that have never once happened

  Business Response

  Date: 03/14/2023

  The testing candidate has rescheduled for an exam.

• Initial Complaint

  Date:02/13/2023

  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 have been trying to schedule for testing with PSI which is a testing organization for for the state of Georgia professional licensing. The secretary of state has approved testing as per approval notification #********* Name: ****** * ******. PSI is supposed to schedule me for testing either through logging in to their website or I can call and schedule via phone call. Phone call get transferred after asking personal information but no action is taken and the call just drop off. On the website, the message direct to make the phone call to their call center. I have tried this number *** *** **** the number provided for Georgia candidates for the last 3 weeks but no help they keep transferring and then it drop off.

  Business Response

  Date: 02/15/2023

  Testing candidate has been successfully scheduled for an exam.

  Customer Answer

  Date: 02/15/2023

  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:08/17/2022

  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.

  Recently, I have been approved to take the certified residential appraisal exam for the state of New Hampshire. I was told to call PSI Testing and set up a appointment with them. The first day it took a handful of calls just for them to process my exam fee and disconnect the call. I did not hear back from them until I called (multiple times) the following day. When I finally got in touch with a person in the correct department she was very rude and unconcerned about my situation. I ended up paying another exam fee with the promise that my first exam fee would be refunded which it has been two days and I still don't see it refunded in my account. During the entire process of setting up my exam the representative from PSI was rude and unconcerned with my questions such as why I didn't receive a confirmation email after setting up my exam. Which brings me to my second concern. After multiple phone calls (in which some I got hung up on before even getting a word out) and emails I recieved a screenshot of their computer system but not a official confirmation that you would normally get. Therefore, I asked for the specific locations direct number so I can confirm they would be expecting me which all I recieved for a response was, "No, I don’t have their phone number." At this point I have not replied back.

  Business Response

  Date: 08/19/2022

  Hello,

   

  When PSI contacted the test taker to assist with resolution in this case, the test taker responded with the attached email requesting the complaint be withdrawn.

   

  Thank you.