Complaints

This profile includes complaints for Respondus Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Respondus Inc

  8201 164th Ave NE Ste 200 Redmond, WA 98052-7615

• 

  Respondus Inc

  PO Box 3247 Redmond, WA 98073-3247

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:09/17/2024

  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.

  A few of my instructors this semester are requiring the students to use LockDown Browser. I was able to use Lockdown Browser once to complete a "test quiz/" I attempted to take a test last night and this software would not work. I tried to chat with a live agent to see if the issue could be resolved and they were absolutely no help. I filed a ticket that night hoping I would get a quick resolution by the next morning. I have now put in at least 3 tickets and have gotten no where. One person that attempted to help me has now tried to push this issue off on the platform my college uses which Canvas. No. ****** is working fine. It is LockDown Browser incompetent software that is not working properly. Not to mention there is not phone number to get customer service with this software. Colleges need to realize that they are serving the students. Why would a company that is SELLING a product to universities and have no intention of actually helping the students. I have missed an exam thanks to this software and have yet to get any real beneficial help. I will be reporting this to my college and recommending they no longer use Lockdown Browser.

  Business Response

  Date: 09/18/2024

  The complaint references software received through the students school at no direct cost to him. He indicates using the software successfully for a practice test, but encountered a problem when using it with his institutions learning system. He indicates he was able to communicate with support agents from Respondus via a live chat service, and that a ticket opened with Respondus Support was also answered promptly. It appears the student continues to have problems using the software with his institutions learning system. No details of the technical issue are provided.

  Remedy: We recommend the complainant continue working with Respondus Support or his institutions help desk to further troubleshoot the issue. Respondus is happy to assist.

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22299942
  
  I am rejecting this response because:

  1. I am directly charge a technology fee that the school uses to pay Respondus. The school is not providing this unfortunate software for free. 
  

  2. The issue is with Lockdown Browser which the agent thru email tried to push off the issue on the learning platform. I have had no issues with the learning format. I have had issues with *****************

  3. This company does not provide good customer service. How can you serve students and there is no direct way to get any help other than by email which takes hours to get a response. 
  

  4. The live agents are worthless unless you have a web cam or mic issue. Which part of my issue involved a webcam. 
  

  This is terrible. These universities need to search for better monitoring software 

  
  Sincerely,
  
  ****** *****

   

  Business Response

  Date: 10/03/2024

  We respect Mr. ***** right to complain about the software used by his university. We also accept that Mr. ***** encountered a technical problem when attempting to use the software. Each year thousands of educational institutions use these applications with hundreds of millions of assessments to ensure the integrity of online exams. This technology is also embedded by dozens of third-party assessment and certification platforms from around the world. Hence,we recognize some users will encounter problems along the way.

  This is why we invest heavily in our technical support staff and technology. The average time to connect with a live chat agent at Respondus is less than 30 seconds. During regular hours in *************, the average response time for a support ticket is under 90 minutes. Mr. ***** acknowledges using both services. We again recommend he contact Respondus Support to seek resolution to his technical issue, or reach out to the help desk at his institution.
  

  Ultimately, the complainant does not point to a specific problem, or suggest a specific remedy, to which our company can address. That is the intent of the BBBs complaint service. 

• Initial Complaint

  Date:04/20/2023

  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.

  Please fix your iso app in apple products! the app is steadily getting more and more glitchy as time goes on and respondus refuses to maintain or manage the iso version of the app. If you have a computer no problem. However, the app is garbage. In aleks the app will on frequent occasion black out the interface for navigating between problems. After a while the whole screen starts strobing. I almost had a seizure in my last test because of this. I've tried contacting respondus regarding this issue over the past few years and no luck. Other students have complained about this as well. School is taking all my finances at the moment so I can't update/upgrade my pc until after college. My tablet still lets me continue instead of having to take a semester off because of a computer upgrade.

  Business Response

  Date: 04/21/2023

  The complaint isnt entirely clear, but the person appears to be saying hes had problems with the iOS version of our browser application the past few years when using a third-party assessment platform. Please contact Respondus Support at www.respondus.com/support to better troubleshoot this problem. The app may require updating (assuming your iOS version is still supported), or the problem could be with the assessment platform you are accessing. Its not possible to troubleshoot these issues through the Better Business Bureau. Thank you. 

• Initial Complaint

  Date:11/10/2022

  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.

  Lockdown browser is malware and it made permanent changes to and damaged my computer. This is malware and schools should not be using it.

  Business Response

  Date: 12/01/2022

  In Response to Complaint: 18389271
  
  LockDown Browser is a custom browser used by thousands of educational institutions to prevent students from cheating during online exams. Hundreds of millions of online examinations are taken each year with LockDown Browser. LockDown Browser is the leading exam integrity solution for ******************* Systems such as Canvas, Schoology, Blackboard, Brightspace, and Moodle. LockDown Browser is also licensed by over 100 publishing, assessment, and certification vendors throughout the world to ensure the integrity of their online examinations. The Respondus website (www.respondus.com) provides detailed information about the technology, security and privacy policies of its applications. Respondus also offers free technical support to licensing institutions. Complainant is encouraged to open a support ticket with Respondus if he/she is experiencing a technical issue with LockDown Browser. 
  
  Sincerely,
  
  Respondus Inc.
  *******, **
  www.respondus.com
  *******************************
  

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18389271
  
  I am rejecting this response because:
  
  

  None of that is true. And it doesnt fix my computer. So let me know when youre sending the check. 

  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/08/2022

  Complainant is obviously being sarcastic, as he/she has been from the start. A specific problem hasn't been presented, and complainant hasn't opened a ticket with Respondus Support. He/she is using the BBB complaint system as a means to publicly disparage the company. 

  Customer Answer

  Date: 12/13/2022

   
  Complaint: 18389271
  
  I am rejecting this response because:

  I am not being sarcastic. While your morally bankrupt and completely unethical company definitely deserves to be publicly shamed, that is not my primary goal here. Your malware has damaged my computer. Im requesting compensation for costs, including my time and effort to repair. 

  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/04/2023

  The software referred to by the complainant is used to deliver hundreds of millions of exams annually at thousands of educational institutions around the world. Complainant states that, in his particular case, the software damaged his computer but provides no detail or support of such claim. He simply states that he wants financial compensation. 

  Complainant doesn't take into consideration that another application, or website, or plugin, or user error might have contributed to the problems he alleges to have occurred with his computer. Further, the complainant has declined to engage in meaningful discussion to resolve the issue he alleges to have occurred. Respondus has directed the complainant to contact Respondus Support to look into his issue, but he provides no detail of the outcome of that process. Instead, he simply states that he wants financial compensation.

  
  Complainant did not purchase software from Respondus. It was provided by his educational institution, subject to his acceptance of the Terms of Use. If complainant is serious about trying to resolve this problem, he would take advantage of the options made available to him, such as opening a ticket with Respondus Support at www.respondus.com/support. Instead, complainant is using the BBB service to give public voice to his opinions, thus ignoring the avenues that might lead to a resolution.  Respondus will not provide financial consideration to complainant, simply to have him discontinue his use of the BBB service to criticize the company and its products.