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:25/06/2025

  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.

  Dear Sir/Madam,
  
  I am writing to raise a serious concern about the ******** *** ************ ** CELPIP test scoring, especially in the Reading section. I have taken the test eight times, and contacted ******* multiple times via email, phone, surveys, and their website, but I have never received a proper or fair response.
  
  While my performance in other sections varies, my Reading score remains fixed and unexpectedly low, even though I performed very well. **** ****** ******* ****** ***** *** ********* ** *** ******* *******. ** ******* **** *** **** ** ***** ******* **** * ***** ** ****** ****** **** ******** ******* **********. Their responses are always within limited conditions. ** ******* ******* ** *********** *** ******* **** *** ** **** ****** ********** ** ******* ***** **** ******** ***** ********** *** ************* ******* ** ***** I am asking you to formally escalate my case and launch an independent investigation into how my tests were assessed, especially the Reading component. **** *** ** ****** ************ ******** ********** ********** ********** ********** ********** ********** ********** ********* * ** ***** ******** ** ******* *** ****** *** ********** ********* ** ******* ***** *** *** **** **** *** ******** ***** ************* **********************

  Business Response

  Date: 16/07/2025

  Dear Better Business Bureau
  Representative,
  
  Thank you for forwarding Ms.
  *****’s concerns regarding the CELPIP test scoring. We understand how important
  fair and transparent assessment is, and we appreciate the opportunity to
  respond.
  
  We would like to clarify the
  following:
  
  The
  Reading section of the CELPIP test is marked by a computer. The scoring system
  evaluates results based  on the answers selected by the test taker,
  ensuring a fair, consistent, and unbiased process for all test takers.
  
  Test
  questions can differ in difficulty from one version of the test to another. To
  ensure fairness, we use a process called score equating, which adjusts for
  these variations. This means that the number of correct answers (raw score)
  required to achieve a specific score level may vary slightly between test
  forms. Score equating ensures that all test takers are evaluated on an equal
  basis, regardless of which version of the test they receive.
  
  It’s
  quite common for test takers to receive similar scores across multiple
  attempts, particularly if the same skill areas continue to be challenging. We
  understand that this can feel discouraging. However, consistent scores are not a
  sign of unfairnes they often reflect that the scoring is accurately identifying
  areas that may still need development.
  
  We
  have responded to Ms. *****’s emails and shared detailed information about how
  the CELPIP scoring process works. Our aim is always to provide clear, timely,
  and accurate responses that reflect our scoring procedures.
  

  Although
  re-evaluation of the Reading  component  is technically possible at
  the test taker's request, it is not suggested because the scoring is marked by
  computers and based on objective, multiple-choice answers. Therefore, a change
  in score is highly unlikely.
  

  We hope this clarify the issue and
  provides a better understanding of how the CELPIP test is scored. If you or Ms.
  ***** have any further questions. We appreciate the
  opportunity to respond and remain committed to ensuring a fair and transparent
  testing process for everyone.

  Customer Answer

  Date: 28/07/2025

  In response to CELPIP's feedback, I remain deeply concerned about the accuracy and reliability of the automated scoring system. While I understand that the system is designed for consistency, it is not immune to technical or procedural errors. * ******* **** *** ****** *** ** ***** ** ******** ****** ** ******** ********** ** ******** * ***** ******** ** * **** ******** *** **** ******* ***** ****** ***** ******** ********* ******* ********** ** ** *********** ** ***** ********* ************** **** ****** ****** ******* **********
  
  ************* * **** ******** ******** *********** **** ***** **** ****** ** ******** ****** *** **** ******** ******* ******* ************ ********* ******** ****** **** ** *** ***** **** ***** ************ ** ********* **** ******* ******** * ******* ***** **** ******** ******* ************** * *** **** ***** *** ******** ******** **** ******* ***** ***** ** ****** * *********** ****** *** ***** ** ******* * *********** ****** ** ********** *********
  
  If CELPIP continues to rely on generic, automated responses and does not offer a human re-evaluation of my performance, I will kindly request that the Better Business Bureau conduct an objective review ** ******* ** ******.
  Despite submitting a formal complaint, I have yet to receive a satisfactory resolution. *** **** ** ************ *** *** ******* ** ***** * ****** ****** ****** **********. Therefore, I formally request that my most recent Reading section be evaluated by an external, impartial entity. This step is essential to ensure a fair and transparent assessment of my performance.
  
  Thank you for your time and consideration. I look forward to your response, which I trust will demonstrate a commitment to accountability and fair testing practices.
  

  
  

  Business Response

  Date: 06/08/2025

  Dear Better Business Bureau
  Representative,

  We appreciate the opportunity to respond and clarify how the CELPIP Reading test is scored, and how fairness and accuracy are maintained throughout the testing process.
  

  We want to reassure you that the CELPIP Reading test is scored in a fair and accurate way. It is a multiple-choice test, where:
  
  •Correct answers receive a score
  •Wrong answers or skipped (blank) questions receive no score

  This scoring method is the same for every test taker and helps ensure consistency and fairness. Before any question appears on the official test, it is carefully reviewed by language experts and educators to ensure it is clear, appropriate, and fair. The test is also regularly audited ** ************ ******** *** *********** ****** ****** to make sure it meets high standards of English proficiency test.

  ****** **** **** **** ***** ** ***** ****** ** **** ********* ****** *** ***** *** ******* ****** **** *** ******* ** ******** *** *********** **************** ** **** ***** ******** ******* ************ ** ******* ***** ******* *** ******** ********* ** *** ******* ******** **** ******* **** ***** **** ***** ** ********* ****** ** ************ *********** ******** *** ************

  We understand that receiving scores with multiple attempts can be frustrating, however it is quite common for scores to remain consistent when performance level is steady. This does not mean the test was not scored properly. To address your concerns with accuracy of scores, we requested our Scoring Division to review your Reading component and can confirm that it was scored accurately.

  Additionally, while we understand and respect your concern regarding the Reading score, we would like to share that our division has not received a significant number of complaints related to this issue. F******* **** **** ************** ******* ****** ***** ********* **** ******** ** ****** ******************* ******** ********** ** *** ******** *** ******** ** *** ******* ******** ** **** **** ** ********* **** ***** ******* ********* ** *** ******** ******* *************** ** ******* ************ *** ************* ******** **** **** ******* ** ********* **** **** *** ******* ******** ** ******* ** ******** **********
  
  We hope this explanation helps clarify how the test is structured and why the scores are an accurate proof of your level of English proficiency.

  
  

  Customer Answer

  Date: 07/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I continue to have significant concerns and disagreements regarding their response, as I believe it lacks sufficient objectivity. The underlying disagreement remains unresolved. I feel that the results do not accurately reflect my true proficiency, and I still sense an element of unfairness in the evaluation process.
  
  Given the persistence of these differing perspectives, I believe it is in everyone's best interest to have this matter reviewed by an independent, external party. Accordingly, I formally request that my test results be reassessed by a third party organization, such as the Better Business Bureau or another impartial body specializing in educational assessments. This would ensure a fair, unbiased evaluation of my performance.
  
  ************* * **** ******** *********** ** ******* ********** ** ****** ***** **** ******* ******** ***** ******* ** ****** **** *** **** *** *** ********* ******* *** ***** *********** *********** ** ***** *** ********* ********* **** ******** ** ******* ********* *** ****** ** *** ******** *** *** ********** ****** ***** *** ******** ** *** ***** * ** ********* **** ** ******** ****** **** **** ******* **** ****** ********
  
  Furthermore, I would appreciate receiving a detailed report from the external entity, so I can compare it with CELPIP feedback to better understand any discrepancies. This independent evaluation is essential to ensure transparency, especially as both CELPIP and I stand firm in our positions. I believe sharing my data with an independent reviewer is critical to ensure fairness, particularly in light of my formal complaint.
  
  I look forward to your response regarding the next steps toward an impartial review.
  
  
  
  Sincerely,
  
  
  
  ***** ***********

  Business Response

  Date: 16/08/2025

  Dear
  Better Business Bureau Representative, 

  Thank you for explaining you concerns about
  your CELPIP Test results. We understand the effort you put into preparing and
  the importance of a fair and accurate assessment. 

  We would like to assure you that CELPIP
  scoring is carried out by trained, certified and qualified raters who follow
  strict, standardized procedures to ensure fairness, consistency, and accuracy.
  In addition to the initial scoring, our quality control process includes
  several independent layers of review to safeguard the integrity of each test
  result.

  As noted in our previous correspondence,
  we have already requested that your Reading test responses be reviewed by our
  Senior Raters. They confirmed that your responses were rated accurately and in
  accordance with our scoring standards.

  While
  we understand your request for an external, third-party review, CELPIP results
  can only be reassessed through our official Score
  Review process.
  This review is conducted internally by Senior Raters who bring an impartial
  perspective to ensure that all test takers are evaluated fairly. Unfortunately,
  we cannot authorize reviews by outside organizations, such as the Better
  Business Bureau, as CELPIP scoring materials, methods, and security protocols
  are proprietary and must remain confidential to maintain the validity and
  fairness of the test for all test takers.

  ** ***** ***** **** ******** *** ********** *** *********** *** ********* ***** ** ********* **** *********** *** ***** ********* *********** ** ****** ****** ** **** ** ******** *** **** ***** **** ***** ** ******** ****** *** ************** **** ****** ******** *** ************ *** ********* *** ************ ******* ********* **** ***** ******

  We’ve
  also seen encouraging outcomes from those who chose to retake the test—many
  have achieved improved scores, which speaks to the opportunity for growth and
  progress within our framework. Because
  our evaluation process is carefully standardized to ensure consistency and
  fairness, we’re unable to arrange an external review. However, please know that
  our goal is always to support and assess each test taker as accurately and
  equitably as possible.

  We
  hope this provides clarity and reassurance. Thank you again for your
  engagement.

   

   

   

• Initial Complaint

  Date:29/05/2025

  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.

  Dear Sir,
  
  I am writing to file a formal complaint regarding their test service and customer service.
  
  I previously filed a complaint about the test conditions on the day I took the test, but no follow-up has been done after 2 written complains, 2 written reminders and multiple phone calls.
  
  To demonstrate my speaking as well as the seriousness of this issue, I called their hotline three times on 5 May, 6 May, 8 May, 20 May and 28 May. Their call center are always busy and always over a 50-minute wait.
  
  On 8 May after I got the email notification saying my result were out, I found out that this company has not done any investigations. I called immediately after know that. The agent who answered after a 40-minute wait on 8 May refused to check my complaint and remained silent for a prolonged time.
  
  He also refused to escalate the matter, arrange a manager callback, or file a complaint. He mentioned he was arranging an email but refused to explain its content. He claimed to be checking my complaint but refused to inform me of the handling and progress.
  
  Furthermore, when I asked for his name and its spelling, he hung up. **** ** * ******* ****** ** ** ** * ******** ******* * ********** *******.
  
  On top of that, this agent promised I will be getting an email on the same day - 8 May, *** ** ************ ************ ****. Up till now I have never received any reply. * ******* **** * ******* ********* ******** **** ***** **** ******** ***** ** *** ****** ****** ******* ** ********** ****** ** **** **** ***** ******** **** **** ** ********** ************ *** deserve a full refund while keeping the test results intact.
  
  Please investigate this matter and take disciplinary action against your ************ agent. ** ******** ***** ** ******** **** **** I also demand an adjustment of the speaking test result ***** *** ***** ***** ** ****** ************ ******** ** ****

  Business Response

  Date: 20/06/2025

  Dear Better Business Bureau Representative,

  Thank you for bringing this matter to our attention.

  We would like to clarify that the test taker reported their concern regarding a test-day issue on May 1, 2025. Our team promptly investigated the matter and responded to the test taker on the same day with the findings.

  Following our investigation, it was determined that the concerns raised did not constitute technical issues. Specifically, beginning to speak after the prompt concludes is standard and does not impact scoring. Similarly, speaking responses may be cut off when the allotted time ends, but this does not affect the score as raters are trained to assess whether the response effectively conveys a clear idea. Regarding the noise from other participants, please note that this is a standard test environment condition, as speaking responses are submitted simultaneously by all test takers. This information is clearly outlined on our official website: *******************************************************. Moreover, all CELPIP test centers are rigorously inspected to ensure compliance with our quality standards, including appropriate spacing and noise level regulations.

  Based on the outcome of this investigation, the test taker was informed that no irregularities were found and that their test results would be released within 3 to 4 business days.

  However, we recognize and sincerely regret any frustration or inconvenience caused by delays in following communication with our test taker. In light of this, and as a gesture of goodwill, we have offered the test taker a complimentary CELPIP test as a one-time exception. This offer is intended to acknowledge the delay and reaffirm our commitment to supporting our test takers in a fair and respectful manner.

  We have already reached out to the test taker with this resolution and are currently awaiting their response.

  Thank you for your attention to this matter. Please feel free to contact us if any further clarification is needed.

• Initial Complaint

  Date:02/07/2024

  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.

  Good day
  
  On April I have requested a refund for a CELPIP Test that was canceled .
  The company approved my request and tried to reimbursed me but with no success, I have requested and tried to understand why did the refund didn't succeed but no answer. They tried again with no success at the beginning of June. Since than no one from the company had contacted me. I wrote them many times

  Business Response

  Date: 31/07/2024

  Summary of Events Regarding
  Test Taker’s Refund Request
  
  Initial Contact and Refund
  Processed (May 10):
  
  Test Taker contacted us on
  May 10, stating he had not received his refund.
  We informed Test Taker that
  the refund had been processed on April 25, providing the authorization number
  ******.
  Further Information Requested
  by Test Taker (May 12):
  
  On May 12, Test Taker
  mentioned that the authorization number was insufficient for his credit card
  company to trace the transaction and asked additional questions.
  We notified Test Taker on May
  14 that his concerns had been forwarded to our accounting department.
  Follow-Up by Test Taker (May
  18, 23, 24) and Our Responses:
  
  Test Taker reached out to us
  on May 18, 23, and 24 to follow up on his refund status.
  We responded on May 22 and
  May 31, informing Test Taker that the accounting team would contact him to
  arrange an alternative method for issuing the refund since the conventional
  method had failed multiple times.
  Attempted Resolution with a
  New Authorization Number (June 17):
  
  On June 17, we provided Test
  Taker with a different authorization number.
  Despite this, Test Taker
  still did not receive the refund.
  Lack of Response and
  Escalation (After June 23):
  
  We have requested our
  accounting/finance department to speak with the test take on this matter, and they will be reaching out to
  the test taker today and the refund process will take up to 7 - 10 business days.
  

  Please reach out to us if you need any further clarification or information. Thank you

  
  

• Initial Complaint

  Date:29/01/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  So i registered for celpip test online and they denied me to give test stating i entered passport expiry date wrong online, which i did not i even told them it could be website glitch too. on 27th january 2024 i went to their testing centres to give test and that is when they denied. I am not asking for refund i am just requesting another day to give test but they are not ready to help at all. This is a test i saved up 3-4 months for just to give it. The test inclued giving the test , then getting evaluated and lastly they give results, but when it is denied to give test, there will be no evaluation and result, also not given another opportunity and not even a penny in return that is just harsh business practices.

  Business Response

  Date: 03/03/2024

  To whom it may concern:

  This is in response to this particular complaint regarding being refused entry on testing day. I recall this particular incident as there are not many. Unfortunately, if the ID that is presented does not match the information that is reflected on our system upon registration, we cannot accept entry. In this case the expiration date was completely different and it did not match the DOB, the expiration date, or even the date of issue of this passport. I do remember being surprised as to where they may have gotten the numbers for the dates from since they were so different.
  

  I recall speaking with the candidate a great deal as he suggested it could be a clerical error on the website. However this is never truly the case if done correctly on a computer, so it must have been an error on their part. I did suggest that he reach out to CELPIP regarding this "error" so it can be investigated.

  The test centre has no dealings with refunds and transactions, and like a previous complaint I responded to - even though the incident was actionable at the site, we have no control over moneys dealt with in respect to these incidents and they should be formally made to CELPIP instead of the Prometric testing centre.

  We as staff must adhere to these policies as they are updated time and time again.

  * **** ******** *** ** ****** ********* *** *** **** **** ** *** ****** ** *** ****** ***** *** *********** ** *** ***** **** **** ******* ********* ** *** ******* **** *** ** **** ** **********

  I hope this justifies some confusion for the candidate.

  Please reach out to me again if there are any further questions about this matter.

  Best,

  Robert C. TCM