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:07/13/2024

  Type:Billing 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.

  29th of June I was scheduled for an ATI exam I paid 120$ for the exam. I have three laptops None of the computers were able to log into the test! I tried to log in at 7:30am We tried to download the lock down browser with no success I tried numerous times to contact ATI between phones and live chat with no results 8:37am we got in contract with ***** from live chat She tried to connect to TI no response the chat ended no TI We continued to try to log on with no success I spoke to ***** at 10:49 he was the proctor he realized I was attempting to call from 7:50am and I called no answer till 10:49 At that time the proctor named ***** attempted to help with two different computers unable to successfully help me. I stayed on the line for IT! No IT staff available to help me call ended I was not aware that IT was not available that day for the exam until I called again and spoke to ****** at 11:16am on the day of the test . ****** explained to me that there was no TI available that day and that I should speak to someone Monday morning about the exam On July 1, 2024 I called ATI and spoke to someone named ******** at 12:20 pm she looked into the records and could see that I attempted numerous times to log into the exam and she acknowledged that the company was aware of the not only the phone calls but also the computer log in attempts that were made She gave me all the information of the people that I spoke to that day of the exam and stated that I should make a complaint or request to reschedule the exam My mother also attempted that Monday after the exam to call ATI and explain what happened and they were absolutely rude to my mother did not want to help my mother at all or to help me even though my mother explained everything! They explained that there are no refunds, but yet they explained to my mother that the problem has to be on my end which admitted via my conversation with ********, she works there that it was not on my end that the problem occurred

  Business Response

  Date: 07/16/2024

  Good afternoon,
  Thank you for contacting ATI, we apologize for the difficult
  time you faced during your exam. We reviewed your case and we will definitely
  allow you to reschedule your TEAS exam free of charge. We can only reschedule
  you for the same test site (TEAS at ATI Remote Proctoring) or we can issue a
  refund for your exam if you choose to test through a different test site.
  Please email our Online Store department at [email protected] with
  your desired test date. Include two or three backup dates as well if your desired
  date becomes unavailable. Please make sure you take the dry run test on your ATI account a few days prior to your test date to ensure your equipment is compatible
  with our site. Please let us know need further assistance. Thank you

• Initial Complaint

  Date:05/03/2024

  Type:Billing 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 ATI testing to do the teas test it took about 1 and a half hours before I was able to resume my exam all the while the test was running, I had a 3.3 way below the level I paid again but picked the wrong date, which was 4/9/2024 but I picked the 8th called back and the supervisor as for a doctor note in order for me to move forward I had to send her my appointment information to be able to proceed, that has all my medical information on it, the supervisor instructed them not to talk to me but hang up on me, which they continue to do, even today when I called they hung up on me, I was simply trying to get credit for 1/2024 and apply it to the new test on 4/15/2024 they want me to online store email which I don't have that much time for the email, I need a corporate supervisor not the one's that's both supervisor and manager.

  Business Response

  Date: 05/07/2024

  Good afternoon,
  Thank you for contacting ATI. When certain
  escalations occur, we require communication via email for documentation
  purposes. This includes proof of emergency to reschedule the TEAS for free which
  is also stated on our website. After rescheduling the exam, you were able to
  complete it. Since you were able to complete the test, we are not able to offer
  a credit or refund.
  Thank you

  Customer Answer

  Date: 05/09/2024

  I went the ED on February 27, 2024, treated and release four days later. this has no relevancy on taking the test, during casual conversation with the supervisor I shared with her, I look through for upcoming appointments knowing that I had a f/u appointment on 4/9/2024 for the ninth I accidently checked the eight, this happened on the seventh, so I decided to do a dry run on the eight at that point I realized that I checked the wrong date which was the eight, I should have checked the ninth, many of us are Quilty of that, so I dialed the number immediately to let them know what had happened, the representative was very confrontational I was just trying to notify the office what had happened it took another turn, so I said I will be making a call to the corporate office his response was "you threating my job" I said no but I will make a complaint on you to corporate, not sure what he told the supervisor the whole dynamic changed, that when she asked for the letter the supervisor wouldn't have known if I didn't conversate about that with her. so, then she gives me three days I would have had to go back to the doctor's office to get that letter and it wouldn't have happened in three days now what other choice do I have, now my medical information is out there, January 3, it took about seven tries before I could get on to the exam all the while the test is running so the reading portion was cut off before I got finished, at this time I'm exhausted tired and had to go to work there was no way of doing that and getting to work for three o'clock, the supervisor sent out a broad email not to talk to me so now one said to me "shut up and listen because we should not be talking to you" another one said that was threating her with a lion, they would hang up on me, all because this representative told the supervisor something I have no idea just trying to let them know that I checked the wrong date, here we are I have had good conversation with the supervisor, WHAT WENT WRONG

  Business Response

  Date: 05/09/2024

  Good Afternoon,
  
  Thank you for contacting ATI. Per our policy, we do require documentation to reschedule tests. In the case of a medical issue, the documentation we ask for is a generic note saying the tester was seen at their office. We do not require the reason for the visit to protect the tester's privacy. Jeanette did provide that generic note. After granting her reschedule, she was able to complete her test. We are unable to issue a refund or reschedule since the attempt was completed. Due to less than civil conversations with our agents, we did require her to email for the sake of clarity.
  
  Thank you
  
  

• Initial Complaint

  Date:04/29/2024

  Type:Billing 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 recently was enrolled at ***** College in Toledo Ohio. I graduated in December and was not able to access Vati through instructions from my school. Which set me back 2 weeks in the Vati. My time expired and I ended up having to renew Vati. I explained the circumstances and explained it was out of my control and was still charged to renew. Honestly, the whole ATI/Vati program is a money scam and I don’t believe any of it contributed to me becoming a nurse. It set me back in time and I was not able to sit for NCLEX right after graduation.

  Business Response

  Date: 05/02/2024

  Thank you for reaching out to ATI,
  The Virtual ATI program is designed as a comprehensive,
  self-paced 12-week program. Regrettably, in the event of user inactivity or
  failure to obtain the greenlight, the program will inevitably reach its
  expiration date. To continue utilizing the program, the user will be required
  to pay the renewal fee. Should the greenlight be mandated by your institution,
  we kindly advise you to reach out to them.
  

  Thank you 

• Initial Complaint

  Date:04/23/2024

  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.

  I purchased a product (exam result transcript) where they should send my transcript to my college, but the name of College is not in their system. After I purchased the transcript, they told me they can't send it to the college since the college is not in their system, instead blamed me for not knowing that my college is not in their system. Spent 3 calls for them to make it right only for them to e mail me telling me It was my fault, see the attached e-mail. see they have the monopoly for this that's why they don't care.

  Business Response

  Date: 04/23/2024

  Good afternoon,
  As we previously discussed earlier today, we reviewed the
  calls where you requested ATI to provide steps to send your scores to institutions.
  Our agent provided the correct steps to send the test scores through our system.
  Unfortunately, not every institution requires students to send scores through
  our system which is why your school wasn’t listed. Our products are
  non-refundable and it’s the student’s responsibility to ensure they’re following
  the institution’s instructions to apply to their nursing program. Please
  contact us directly if you have any questions.
  Thank you

• Initial Complaint

  Date:03/26/2024

  Type:Billing 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 started the Registered Nursing program 2/12/24. Our class was told we would get free access to ATI testing online until 2/29/24 which was not true. Multiple students tried to access between those dates above and couldn’t. I finally was able to use my husbands credit card on March 1st to purchase the package for school for $522.20 since our first test was 3/4/24. I was only able to complete 1 of 5 tests due to now needing surgery. The new test I did take, the written ATI materials that could have been helpful for our test were given to us late because they arrived late which was no fair. I should be able to get a refund for the other 4 tests that I will not be able to take. I tried speaking to the company by e mail and by phone and they keep telling me my institution needs to request the refund but, my institution did try and were told I probably wouldn’t get a refund and I had to go through ATI. Why would I not get a refund for something I didn’t even get to use that I purchased only 3 weeks ago and have a receipt for. I am a mom of 3 on disability with debt and now even more debt from I program I can’t finish. It just doesn’t seem right. Also, the fact that you can’t get through to a manager on the phone but are told refunds have to go through an account manager is weird.

  Business Response

  Date: 03/27/2024

  Good morning,
  Thank you for contacting ATI. ATI writes, publishes, and
  handles the payments for materials required by some institutions. However, these
  institutions provide the students with the materials and determine when they
  can be accessed. (Please see your receipt). Any refund requests for ATI
  materials provided by an institution that require payment, will need to be requested
  by the institution.
  Please let us know if you need further assistance. Thank
  you. 

  Customer Answer

  Date: 03/27/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: My institution stated they requested a refund and were told ATI denied the refund. I will not be utilizing the product any further than the last day I used it which was 3/20 which was only 19 days from purchase with only 1 out of 5 tests taken. This does not seem right and I have messaged my institution again.
  
  
  
  Sincerely,
  
  
  
  ****** ***********

  Customer Answer

  Date: 03/27/2024

  In the attached files it states that I was given the wrong information by ATI and that my institution does not refund the amount but, ATI is suppose to refund which is why we go through the site directly. Also, my institution stated I had access to the product for 14 weeks which is not true. Multiple students did not have the free access that was promised and couldn’t afford to purchase for a while due to having to cut back work hours per our program instructors advice. Also, I only had access for 3 weeks from 3/2/24 to 3/20/24. 

  Business Response

  Date: 03/28/2024

  Good
  Afternoon
  Thank you for reaching out to ATI. We appreciate your concerns
  and would like to provide you with some clarification regarding the issue about
  your semester payment refund request.
  We have already been in contact with the school regarding this
  matter to ensure that any potential confusion is resolved. We understand that
  you may have expected a refund for your semester payment, however, it is
  important to note that semester payments are non-refundable. For further
  details on this policy, please refer to the ATI Student Payment Memo.
  It is worth mentioning that institutions are responsible for
  granting students access to the products and materials. Therefore, any concerns
  or inquiries regarding the timing of accessing your materials should be
  directed to the school. They will be able to address any issues and provide you
  with the necessary support.
  We apologize for any inconvenience or frustration this situation
  may have caused you. Our team is committed to providing the best possible
  service, and we appreciate your understanding.
  If you have any further questions or require additional
  assistance, please do not hesitate to reach out. We are here to support you and
  ensure a positive experience with ATI.
  Thank you. 

  Customer Answer

  Date: 03/29/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I truly feel that if you were an honest company with good values and beliefs, you would have a policy or guidelines in place for people who did not have control of their health or situation. To take that kind of money from students and to not give a refund under any circumstance does not seem right or fair. You should him about revisiting you policies. Also returning staff to not give inaccurate information. I do feel a refund would be valid here for 4 of the tests I did not take. 
  
  
  
  Sincerely,
  
  
  
  ****** ***********

• Initial Complaint

  Date:02/21/2024

  Type:Billing 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.

  Im having an issue with ATI , I have been taking this review for over a year now , my coach is doing an injustice , everytime I am in the finish line something else comes up and more money has to be payed , this review is not helping now it has been a year im getting forgetful , Im having anxiety attack , my father passed away i cant even grieve properly because he didnt get a chance to see me complete my dreams due to this coach over using her power < i need help , I need someone to over see this lady the injustice that she is doing . The coach name is ******* **** I believe this is her way of getting more money out of student thats trying to better themselves and it is unfair

  Business Response

  Date: 02/27/2024

  Virtual-ATI is an ATI product used
  by nursing programs and designed to be supplemental online practice
  resources for institutions to support their students/graduates to prepare
  for the NCLEX, the national licensure exam for nurses. Virtual ATI is not
  recommended as standalone course or as a significant portion of a course
  outcome. Our products are not accredited programs and should not be the sole
  component of a curriculum or course. Students who properly engage use of
  the product will be permitted to take the Virtual-ATI Predictor assessment, to
  measure proficiency levels and, if proficient, will achieve the “Virtual-ATI
  Green Light recommendation”, suggesting readiness to sit for NCLEX. The
  Virtual-ATI Green Light is not meant to be tied to any school requirements
  and is only a recommendation for when a graduate appears to be ready to take
  the NCLEX exam. We have a policy in place stating that Virtual ATI Predictor
  Eligibility and the Virtual-ATI Green Light recommendation is based on a
  variety of factors. Students are required to complete certain assignments
  and engage use of the VATI resources over a certain period of time. Students
  who fail to engage or use the product as required will not achieve the
  Virtual-ATI Green Light.  Due to the Family Education Rights Privacy Act
  (FERPA), ATI is not able to share on a public website any educational records
  or data pertaining to any specific student.  If this student desires for
  ATI to release their data to the Better Business Bureau in a secure and private
  manner, ATI will do so upon written direction from the student, provided the
  disclosure format maintains the student’s privacy.
  
   We understand the
  importance of providing fair and supportive guidance to all students and will
  support students on their NCLEX preparation journey while following our
  evidence-based Virtual ATI best practice policy

  Business Response

  Date: 03/01/2024

  Due to FERPA laws, there are certain things we can't discuss on a public site such as the Better Business Bureau. However, your ATI Educator and one of our NCLEX Service Managers has tried contacting you via email. Please check your email to find out what the next steps are in your review process. 
  
  Thank you.

  Customer Answer

  Date: 03/20/2024

  THEY ARE MAKING ME DO THE SAME ASSESSMENT OVER AND OVER AND OVER  JUST TO RUN MY TIMES AND I HAVE TO RE-ASSESS  AND ALSO I HAVE TAKING A TEST BECAUSE I SCRED GOOD IS WAS A PROBLEM I HAD TO RE-ASSESS SO IF ITS A REVIEW WHY CAN I SCRED A HIGH GRADE ITS A REVIEW , IT IS A WAY OF TAKING MONEY OF POOR STUDENTS THAT IS TRYING TO BETTER THEMSELVES 
  

• Initial Complaint

  Date:03/06/2023

  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 am writing in regard to an issue I encounter with this organization.I was unable to use my laptop which is a Chrome google notebook for the exam. I reached out to the company and explained I was unable to get into the exam. When I checked it didn't give specifics about what kind of laptop to use. I have one that has a webcam and microphone this was part of the test of making sure these items would work and they did. I paid $152.in change for this test. I suggested that we move it to an onsite person test.I live in Delaware county in New York and told the person that Binghamton was less than an hour for me to go take the test another day. I know they have no refund policy but when the last minute they tell me my computer was not compatible with the test. I, unfortunately, had to pay another $130.00 to take in Binghamton, New York for March 9, 2023. When the problem was realized they refuse to resolve the problem. So I am out a lot of money in such a short time with their policies of computers when you do a dry run to set up for the test and through emails, I was told it was not going to work. I feel this company should not be allowed to keep anyone's money if they put up information on their dry run. I was told I was to have IPad which I don't own. It states no phone and something that wasn't allowed to be used, but I'm not allowed to use my laptop. I have a desktop but it doesn't carry a webcam. But my laptop does. Instead of making difference in being a paying customer, they would have been willing to work with me. The person who also emailed that I had better take the exam by 5:30 pm which I tried to tell them I couldn't because of my situation of what I had to take my test on. Can you please look into this matter?

  Business Response

  Date: 03/07/2023

  Good morning,
  Thank you for contacting ATI. When registering for remote
  proctored exams for TEAS at ATI, our website states specifically that
  Chomebooks are not supported at this time. This information can be found on the
  website prior to registering for the exam under System Requirements for TEAS at
  ATI Exams. However, we
  have made an exception to
  our policy and have issued a refund for the exam registration fee, minus the additional fee you
  paid for the TEAS Transcript Credit.
  
  Please let us know if you have any additional questions.
  Have a great day!

  Customer Answer

  Date: 03/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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:02/17/2023

  Type:Product 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 asked which test to take from an employee of this company and paid for it and it turned out to be the wrong test. So I paid for the correct test past it thinking they would refund me for their mistake.
  They transferred me literally for months from department to department and never refunded me. I want a refund.

  Business Response

  Date: 02/24/2023

  Good Morning,
  
  Our agents are available to answer questions about ATI tests
  and are available for guidance. However, our agents are unaware of what
  institutions require and it’s the client’s responsibility to ensure they’re
  registering for the correct test. We’re unable to locate any records that the
  client contacted us where an agent provided the incorrect information. Despite this, we've made an exception and issued a refund for the registration fee.

  Customer Answer

  Date: 02/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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:12/11/2022

  Type:Product 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.

  11/26/22: purchased ATI’s Comprehensive Study Package. Began using SmartPrep tutorial following day. I noticed some glitches. It occasionally logged me off the system while being on in it less than five minutes. It would display “error” message when I tried logging back on.
  12/3/22: emailed tech support. Over weekend, I continued to use the program, but every time it logged me off and would not let me get back on after the first attempt.
  12/5/22: ATI tech support responded to email. General advice given on how to “fix” problem. Tested on several devices (iPad, MacBook, PC), same outcome. Contacted customer support. Spoke with ******, quite unpleasant. Asked to speak with someone in billing for a refund, she disregarded my concerns speaking over me. Call transferred to tech support during conversation. I hung up, I was frustrated. Sent another email to general inbox. Later got reply that someone from online store will be contacting me.
  12/6/22: received ***** email (see email). She obviously missed the point here. I did not choose the programs I purchased inadvertently. I invested in ATI's Comprehensive Study Package because I wanted to prepare for this exam as effectively as possible and this has not been the case since I began using programs with all the tech issues. ATI must be aware of technical faults or problems with their software, as I have never seen a business force you to "check" on their disclosure box before you could even make a purchase. I do think ATI is being dishonestly when they consciously make it impossible for the customer to receive any assistance and are dismissive about your claims. There is a strong sense of deceit in this matter.
  I'll wait for reply. If speaking with their customer service agent on 12/5 is any indication of how their employees behave toward their customers, save yourself the trouble and please just refund me my money.
  ***original letter uploaded, over 2000 characters***

  Business Response

  Date: 12/14/2022

  Thank you for bringing this to our attention; we welcome the
  opportunity to promptly respond to our customers’ experiences with our products
  and services.
  The Client Care Management team responded to
  your email on December 12th and we’ll be issuing a refund check for
  your product purchase. Please expect the check to arrive within the next 45
  days. We apologize for any inconvenience and invite you to contact us if you
  have any further questions.

  Customer Answer

  Date: 12/14/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  
  
  *** ********