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:05/02/2025

  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 paid to have my final exam proctored, the call was initiated but it didn't go all the way through. The person I was speaking with couldn't speak clear English and I had an issue understanding what was being said. That same individual had an attitude because he had to repeat herself . That person also failed to tell me my testing area would need to be on camera, after that I requested a refund as I was not informed and due to the lack of clear communication

  Business Response

  Date: 05/12/2025

  We regret that the student had a negative experience during their attempt to take a remotely proctored exam. Our goal is to provide a secure and fair testing environment for all candidates, and we make every effort to ensure that our expectations and procedures are clear from the outset.
  We are contracted by the school to ******* students and ensure that all exam rules are followed. This is essential to maintaining the principles of academic integrity and delivering assessments that are fair to all students.
  Prior to each exam, students are informed of the rules and requirements, including the need for identity verification and a full room scan. These procedures are standard across the industry and are clearly stated in the terms the student agrees to when scheduling their exam.
  In this case, the ******* assigned to the student followed our standard procedures. While we understand that accents can sometimes pose a communication challenge, our records show that the ******* made multiple attempts to assist the student. Unfortunately, the session was disrupted by a loud television in the background, and the student expressed resistance when asked to complete required steps such as presenting a valid ID and completing a 360-degree room scan.
  When asked whether she had reviewed the testing rules, the student responded, Obviously I didnt look at them. She then chose to discontinue the session voluntarily, stating, This isnt workingI want my money back.
  Because the student did not complete the required check-in procedures or begin the exam, and because she chose to terminate the session on her own, we are unable to offer a refund in this instance. Our policy is to support rescheduling when technical or communication issues arise, but we cannot process refunds for sessions where the student declines to participate in the standard security procedures required for testing.
  We remain committed to helping all students navigate the proctoring process and would be happy to assist with rescheduling if the student would like to move forward with her exam under the standard terms.
  

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23275494
  
  I am rejecting this response because: first and foremost I didn't show resistance when showing my id, I showed it three  times! twice on my phone and once on my iPad.  The person I spoke with didn't speak good English, and had an attitude herself.  I wasn't aware I had to show my testing space because no one told me which I explained I didn't receive her email with instructions, so please don't lie. It's obvious this consent as we whole is  so strapped for cash that you refuse to give me back my 13 dollars? 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 05/23/2025

  We are responding to Ms. ******* ******** continued complaint regarding her experience with our proctoring service. We take such matters seriously and have thoroughly reviewed the session, including video, chat logs, and internal reports.
  Ms. Hortons account is demonstrably inaccurate. The ******* assigned to her session is a highly experienced professional who speaks fluent English and has a strong track record of positive evaluations from both institutions and test-takers. During the session, the ******* followed standard procedures, including requesting identification and a room scansteps that are required by ******************************** to uphold exam security and integrity. These procedures are clearly communicated to test-takers in advance.
  Unfortunately, Ms. ****** was uncooperative and confrontational from the outset. She admitted during the session that she had not reviewed the exam rules, stating:
  Obviously I didnt look at them.
  More concerning, however, is Ms. ******** use of abusive and discriminatory language toward our staff. She submitted a message to our team stating:
  I want my f***ing money back. I didn't take my exam with your *******. Whoever you connected me with couldn't speak clear **** English
  Additionally, in direct communication with one of our staff members, she used an overtly racist and misogynistic slur, stating:
  You are the epitome of a white *****.
  This kind of behavior is unacceptable under any circumstance. We do not tolerate harassment, hate speech, or discrimination toward our employees. We have documented all of these communications and are prepared to share them with the appropriate parties if requested.
  MonitorEDU is contracted by ******************************** to ensure that all exams are proctored fairly and in accordance with established academic integrity standards. Our staff acted professionally and in full compliance with these policies. While we understand that technical or procedural frustrations can arise during testing, they do not justify abusive conduct.
  We have not issued a refund, as the candidate refused to comply with the exam protocols and failed to complete the session as required.
  We remain committed to maintaining a secure and respectful testing environment and are available to provide any additional documentation or clarification requested by the BBB or the institution.