Complaints

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

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  Prometric, LLC

  1501 S Clinton St Fl 14 Baltimore, MD 21224-5730

  
• 

  Prometric Test Center

  1 Civic Center Plaza, 5th Floor Poughkeepsie, NY 12601-3156

• 

  Prometric

  1 Penn Plaza, Suite 1728 New York, NY 10119-1728

• 

  Prometric, Inc.

  2112 Shoemaker Building University Of Maryland College Park College Park, MD 20742-0001

• 

  Prometric, Inc.

  1709 River St Valdosta, GA 31601-5163

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:01/16/2025

  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 registered to take the GRE test through their at-home system, and within the first ten minutes of taking the test they stopped the test and invalidated my score "for security reasons." Based on what I could find, they are accusing me of cheating by opening a screen sharing software during the test, which I did not do. I would like them to reschedule my test at a testing center and honor the money I spent on the first test without making me buy a whole new test. I have sent several emails and called their help line several times, to no avail.

  Business Response

  Date: 02/10/2025

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint; however, all complaints are handled by the client. Candidate should contact the client at 1-866-*********
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

  Customer Answer

  Date: 02/10/2025

  
  Complaint: ********
  
  I am rejecting this response because: it passes the buck and does nothing to address the original complaint.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:01/09/2025

  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.

  My test was scheduled on 12/27/2024 at 7pm. They wanted me to lock the door so no one could enter the room. I have a 6 and 4 yr old that I couldn't lock the door on. They advised I change my seating to see the door. Which I couldn't do with out sitting on the floor which is against their policy. I showed ready to take exam paid $150 did not take exam. Because I couldn't accommodate their suggestions. I am pursuing a masters degree and not taking the test would delay me starting school. So I looked into another school who didn't require exam for accepted and no longer need the exam requested a refund and is being denied. I was not at all trying to get out of taking exam i have two small children that I could not lock the door. Refusal to give me my money back is quite crazy

  Business Response

  Date: 01/13/2025

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint; however, there is no information regarding what type of exam was taken. Candidate should contact us at 800-853-6769.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  Date:12/13/2024

  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.

  This started October 2023 concerning having my CNA license, transfer from Colorado to Louisiana. I sent in the application in Oct 2023 with payment, nothing happen. They took my payment and never process the application. I have be going through this since last year, During this time, I have sent in two more applications and still have not had my application processed. The last time I talked to someone they said that they got the application but not the payment. I made another payment at that time in Nov. 2024. That was over a month ago. I called today 12/11 and was told today that they don't have a application on file for me. This is insane and I don't know what else to do. If i resubmit my application again, they want me to pay for it again. I will not keep paying for this company. This should have done over a year ago.

  Business Response

  Date: 12/25/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding reciprocity; we referred the candidate to the LACNA department in August 2024. We will contact the candidate immediately to rectify.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

  Customer Answer

  Date: 01/04/2025

  The matter has been taken care of. Thanks, for your assistance.

  Customer Answer

  Date: 01/06/2025

  
  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.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:12/09/2024

  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.

  Mine is confusing took my CNA exam. Told by an agency that I passed but still never received and confirmation from prometric. Nothing on the site and no physical documentation from them

  Business Response

  Date: 12/25/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding a score report; we will have the report forwarded to them via email.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  Date:12/09/2024

  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.

  On 25th November, 2024 I had scheduled an at home testing for TOEFL iBT. I had run a system check and downloaded the required applications for the test. On the day of test, I faced major issues with the speaker system of my laptop. In urgency, I got another laptop but faced similar issues. The proctor and I, we both went on trying to solve the problem but could not get to a solution. The proctor suggested that I contact the ETS support. The next day, I contacted ETS support and they suggested I write an email describing the event. I sent them an email regarding the same. A week later they emailed me back saying that they would not reschedule or refund my money. I contacted them the next day trying to get a solution for this. I talked with customer support trying to explain my issue and they hung up on me. I did not exactly want a refund but the least they could do was reschedule or try to understand my issues.

  Business Response

  Date: 12/25/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a refund request; the candidate should contact ETS at 877-863-3546.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  Date:11/22/2024

  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.

  After numerous attempts to renew my CNA certification, Prometric has yet to comply. I completed my paperwork and $40 bank check a month prior to my certification expiring and was sent back an incomplete notice/error on my papers. I was assured by Prometric that even though my certification would lapse by the time I submitted the corrected paperwork, they had already started the processing of my forms and check, so I would not need to file any separate paperwork with the NYS DOH to renew my certification. It has been five months since and several calls where I have been told my papers are still pending but no progress on their end. As of today, my certification is still lapsed and has affected my eligibility to work.

  Business Response

  Date: 12/04/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding recertification. The candidate must contact our Nurse Aide department at 800.321.6443.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

  Customer Answer

  Date: 12/05/2024

  
  Complaint: ********
  
  I am rejecting this response because: I followed up with Prometric's response by calling the Nurse Aide number provided and was told there is nothing they can do while my renewal is being processed. I asked about the general wait time for renewing my certification, which is 2-3 weeks, although mine has been in process for 4-5 months. They did not give me any assurances that this would be resolved within this time frame and claimed there was nothing they could do on my end or theirs to finalize or expedite my form. 

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

  Business Response

  Date: 12/25/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding recertification. The candidate must contact our Nurse Aide department at 800.321.6443.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

  Customer Answer

  Date: 01/03/2025

  
  Complaint: ********
  
  I am rejecting this response because I cannot keep on calling this nurse line repeatedly waiting on hold and getting the runaround that they’re still waiting to hear back from the stateI’ve done this several times with no resolution. All I ask, is that the company  certify  my credentials for CNA license I sent payment the company cashed my bank check and all required documentation. This is going on eight months now someone please resolve this for me.

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

  Business Response

  Date: 01/13/2025

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate will be contacted by our Nurse Aide department.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  Date:11/14/2024

  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.

  11/13/2024 I was trying to take my paraprofessional exam I went through the check in process I had started my exam when I went to continue it gave me a red flashing time I had only been in the test for 35 mins I reached out to the proctor through the chat she wasn't replying to me when it kicked me out I reached out to chat support I was given several different phones numbers talked to 3 people all to be told nothing very frustrating process !!!

  Business Response

  Date: 12/04/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding a refund. The candidate was contacted and advised on 11/18/24 to contact the client for the refund.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  Date:11/04/2024

  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 took my USMLE Step 1 exam on May 25, 2024, but unfortunately failed. My exam experience several disruptions, particularly loud music audible throughout the center, including all common areas like hallway, break area, and bathroom. NBME noted audible music in its investigation in all areas of the test center except the audible music couldn't be picked up in the secure test area. This music confirmed by investigation interfered with my break time accommodations, which were otherwise intended to help me manage anxiety and ADHD, conditions exacerbated by noise. NBME’s investigation confirmed the presence of music but did not void my score, instead offering a retake fee waiver. Meanwhile, Prometric admitted the music did not meet their testing standards, stating, “the issue you reported does not meet Prometric's standards for test environments.” My accommodation letter from NBME also explicitly supports the need for a low-distraction environment to help "refresh focus," but I found myself distressed by the noise during breaks. My situation aligns with Prometric’s appeal grounds, which allow for claims due to "Significant error in administration" or "Environmental factors." I am requesting an appeal to void my May 2024 exam score based on the inappropriate environment. I have documents, including medical records and communication with NBME and Prometric since June 2024, supporting timeliness of my numerous previous unopened appeals and complaints. There is also a Prometric website error that prevented submission of the appeal online. I tried weeks and months before, but due to an admin error on the prometric site, this appeal can’t be submitted. Prometric IT department must fix the Recaptcha “Error for site owner: invalid domain for site key.” For now, as it is an environment issue, Prometric must address this through its own means. I request a review to void my Step 1 score due to confirmed disruption, which disproportionately affected my performance.

  Business Response

  Date: 12/04/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding a reimbursement. The candidate was contacted and advised to contact the client at [email protected] for the refund.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  Date:10/16/2024

  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 applied to take a credentialing exam for my specialty and needed an accommodation for nursing as I just had a baby. When I called to schedule the exam with accommodation, I was told there was zero availability within 200 miles. As I'm a nursing mother, I then asked if there was anything in the area so I could just schedule the exam without accommodation and try to pump or nurse quickly before and after the test. I was told by the representative that there was availability in my city if I had the accommodation removed. Unfortunately this was untrue and I could not schedule the exam in my city. When I called several more times to try to escalate my concerns and get an exam hopefully scheduled near my city, the representatives were largely unhelpful, placing me on hold for 20 minutes at a time and promising call backs from a supervisor that never came. Very unhappy with this company and the dishonesty in customer service.

  Business Response

  Date: 11/04/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a complaint regarding availability. The candidate is currently scheduled at the closest location with availability. The best course of action for the candidate would be to contact our Registration and Scheduling department at 1-866-********, or online via prometric.com, to check the most up to date test times and locations.
  
  We thank you for the opportunity to review and respond to this candidate's concerns.

• Initial Complaint

  Date:10/08/2024

  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’m trying to schedule an exam for CNA. It’s been over 14 days I have not received my email confirmation. As detail in their application I’m trying to contact Pometric but is impossible to get any info. All it’s states fill out form with confusing lingo.

  Business Response

  Date: 10/15/2024

  Thank you for bringing this exam candidate's concerns to Prometric's attention.
  
  The candidate filed a request to schedule; as of 10/4/24, the candidate has been scheduled for 10/16/24. Candidate has been notified.
  
  We thank you for the opportunity to review and respond to this candidate's concerns

  Customer Answer

  Date: 10/15/2024

  
   
  I am rejecting this response because:
  Website still has no phone number to contact company. Navigating the website  for info is extremely difficult. Really no customer service at all.
  Sincerely,
  
  ***** ****** ********* *****