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:08/10/2025

  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.

  Paid for testing in June, the website had a statement describing technical difficulties including frequent website crashes, failure to load, testing site errors. These problems have been experienced and sited by many users online It took a while to get online. Contacted asking for a refund as when you pay $63 for a test you expect it to be ready when you test. Unfortunately, this business follows a pattern of intimidation tactics and would not allow me to share proof that the site was experiencing difficulties hindering students from testing or testing to their full potential. When speaking to a customer service representative, I was informed that releasing pictures, videos, or what I experienced while testing would lead to ALL past and present test invalidation and banning from this platform.

  Business Response

  Date: 08/15/2025

  Re: Complaint ID# ********
  
  Dear Ms. *************** have reviewed the testing and full contact history for the student identified in this complaint. The complaint contains gross misrepresentations of what occurred and the communication that ensued.
  
  On June 18, 2025, the student tested successfully through our remotely-proctored test. Our website had no technical issues. Thousands of students tested successfully both through our remotely proctored test and students who tested in location at schools. We did not have any alerts on our website referencing website crashes, failure to load, or testing site errors. We did experience an outage with our chat service provider (*******), which is our preferred form of communication/support on test day. I put a message on the chatbot announcing that our chat service provider is experiencing some issues, and if the chatbot is not responsive, please email **************** with the subject line of Test Day for immediate support. The chat outage persisted from approximately 9:30 AM - 12:00 PM Eastern. We left the messaging on the chatbot beyond that for a time to allow for any repeat issues. This was simply a chat outage/slowdown from our external partner, and reflected nothing about our website or technology.
  
  The complainant paid for a test that was delivered and scored. He received that score. He did not reach out to CLT on test day to complain of any issues. He has alleged that he had issues but when asked for more information about what issues he experienced, he has provided no details. In one email he stated "Like I have stated in past emails the testing platform was not stable and led to performance issues and crashes." He has failed to identify any specific issues he experienced, and we have no record of performance issues and crashes that day. The complainant tested at a time of day long past any chat issues, so the chat slowdowns caused by HubSpot should not have affected him either.
  
  Students testing on their own internet connection using their own devices do occasionally experience issues with connectivity that are beyond CLTs control. As we have no communication with the complainant from test day, nor any specific claims of what occurred, we cannot provide any guidance. We do know he tested successfully. No significant issues were noted in the video footage of his exam, either. There was no time on test day when the test was not ready or available for testing. We had students start and test throughout the day with no issues.
  
  Our test material is copyrighted, so the student must agree to an honor code at the beginning of the exam including statements about not copying test content or sharing pictures of the exam or they may be banned from testing. Our customer service team routinely, however, asks to see screenshots of students experiences when they encounter difficulties. We have not indicated to the complainant that he cannot share specific information with CLT; to the contrary, we have asked him for specifics about his experience multiple times with no definitive answer. And the complainants characterization of how we have told him sharing that would lead to a ban of all past, present, and future tests does not exist within the communication with him.
  
  In summary, the student paid for a test, he took the test successfully and earned a score. It is available for him to share. He also tested again in July successfully. We have provided prompt and accurate customer support for all his interactions, but what he is asking for is a violation of our refund policy (refunds are available until the test registration date) that is published on our website and available at the time of the purchase. Further, we cannot offer refunds after using the service that CLT provides; we have encountered costs in providing this service. In good faith, we entered into the transaction with this student, but he has violated that by demanding a refund for a service provided and sharing falsehoods about *** and its service.
  
  Sincerely,
  ******** ******
  VP of Operations

• Initial Complaint

  Date:05/05/2025

  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.

  Date of Transactions:March 15, 2025 $69.00 test (financial aid applied: $51.75) ? Paid $17.25 April 10, 2025 Rescheduled exam (free)Total amount paid: $17.25 Complaint:I registered for the Classic Learning Test (CLT) on March 15, 2025, using a financial aid discount and paid $17.25. After completing the test, I was notified that the exam could not be scored due to missing video footage, which they claimed was caused by a Wi-Fi or device issue. They automatically rescheduled me to the April 10, 2025 test at no cost.I took the April 10 test seriously, followed all instructions, and complied with the exam guidelines. However, just two days before scores were supposed to be released, I received an email stating that my exam was being voided for substantial evidence of receiving assistance. They refused to explain what this evidence was, and I was denied any opportunity to fairly challenge or review the accusation.I completed their Exam Review Information Form, but the outcome was the same: my exam was voided, I was told their decision was final, and no further appeals would be allowed. I was also informed that no refund would be issued. They repeatedly cited proprietary methods and refused to provide transparency or accountability, even after multiple reviews.This entire process has been unfair and deeply frustrating. I believe I deserve at least a fair opportunity to review or understand what I was accused of, or a refund if they wont release my score.Desired Resolution:1. Release my valid April 10 CLT score OR 2. Provide a transparent explanation and opportunity to respond to the accusation OR 3. Refund the $17.25 I paid

  Business Response

  Date: 08/29/2025

  We corresponded with Ms. ****** and she encouraged us to send in our correspondence with the *** in response to the complainant's claims. Please review the information. We'd like to protect the student's privacy and so would prefer not to have this published. If you need further information, or a more public response, please let us know. We'd be happy to provide this. Our second attachment shows the student's response following our response to the OAG. 

  Business Response

  Date: 09/02/2025

  Dear Ms. ****************** are welcome to forward the information to Mr. ******** if needed to finalize this complaint. As the information to the *** was shared after the BBB complaint, I hoped just sharing with the BBB would resolve. But we are interested in a resolution that shows we treated the customer with consideration and gave timely responses to their complaints, even if we couldn't grant what they wished. Our obligations to the state government and the college partners who base admission and scholarship decisions on our test scores require we uphold the appropriate security standards for proctoring the exams.
  
  Sincerely,

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

• Initial Complaint

  Date:02/23/2025

  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.

  We signed up with ************************ for our daughter to take a college readiness exam and paid their fee. Our daughter took the exam through their online proctoring tool. We were later informed by the testing company that they had determined our daughter received assistance during the exam and that it could not be graded. We have been communicating with them attempting to get more information as to the nature of the assistance that they allege she received, but they would not provide anything to us. They keep repeating that they have multiple levels of review and that their technology is proprietary as the reason they refuse to provide any evidence of their claim, or even to provide any description at all of what they claim occurred. They have not offered our daughter any chance to respond, causing her great anxiety. She is now afraid of taking the SAT for fear that she will again be accused of cheating even though she did nothing wrong. They have told us our only path forward is to retake the exam, but without knowing what they considered to be assistance, we have no confidence that a retake would be handled any differently. This company has withheld services that were paid for without providing sufficient justification for their refusal to deliver services. Their process is completely internal and cannot be independently verified. They provide no indication at all of the nature, let alone the substance, of the alleged violation that leaves us with no way to challenge, dispute, or correct. Due to the circumstances described here, I believe that we have been the victims of fraudulent, predatory, or unfair business practices.

  Business Response

  Date: 08/29/2025

  We corresponded with Ms. ****** and she encouraged us to send in our correspondence with the *** in response to the complainant's claims. Please review the information. We'd like to protect the student's privacy and so would prefer not to have this published. If you need further information, or a more public response, please let us know. We'd be happy to provide this. Our second attachment shows the student's response following our response to the OAG. 

  Business Response

  Date: 08/29/2025

  We mistakenly uploaded a response for a different complainant here. Please disregard the Mr. ******** information that was submitted here.
  
   

  Business Response

  Date: 08/29/2025

  This student took the remotely proctored CLT on Jan 25th. In the video review process it was determined, via multiple points of evidence, that assistance was used on the exam. *** does not provide evidence to testers or divulge how they were flagged or it would undermine our ability to protect our processes of cheating detection. Our detection methods, though numerous and a significant investment, are not publicly broadcast in order to ensure we can continue to offer a test that is secure. The student's video was re-reviewed when appeals were made, and the decision was upheld.
  
  When a student purchases an exam from CLT, they are purchasing the opportunity to take a test and have it reviewed by our video review team. A score is not guaranteed. Before testing, students acknowledge "I understand that if CLT, at its sole discretion, determines these testing rules have been violated, I may be banned from all future CLT exams and the report of cheating may be shared with my parents or guardian, my school, any intended score recipient, colleges, scholarships organizations, and/or law enforcement." The student also acknowledged that I understand that failure to comply with these rules will likely result in my test being voided and forfeiture of my exam fee. The student did receive the opportunity to test, and her video was reviewed by multiple reviewers, so the product was received. She was also told she could test again, if she would so choose to. We recognize it is frustrating to not get the desired outcome, but as we are responsible for providing a secure test, we cannot release the score. We do not provide refunds when the service was delivered. 

  Customer Answer

  Date: 09/02/2025

   
  Complaint: 22977117
  
  I am rejecting this response because: there is still no proof to substantiate a very serious claim of cheating. Note that our child has since taken AP and SAT exams and scored in the top 5% on both exams despite her young age. We firmly believe that this result was determined by her high performance and do not believe that this closed process that is not made to provide any evidence is a legitimate process.
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 09/05/2025

  Dear Sir,
  
  Please understand that if we said to students, Behavior A resulted in your void, or Behavior B + Behavior C caused us to come to this conclusion, we would have divulged so much about our process for detecting cheating that it would become nearly impossible for us to administer a secure test. I can tell you that your student did not comply with one of the rules during the pretest (not enough of a violation on its own to result in a void), but then two behaviors were noted during the test by multiple reviewers that are indicative of the use of outside resources during the exam.
  
  We do have many students who earn high scores and use their CLT scores for top scholarships at various universities. We do NOT flag students for a high score. Decisions for not scoring exams are based on behaviors observed during testing. I am very happy to hear that your student was successful on other exams. Your student may be best suited to test in person; we do not currently have that option unless it is offered by the school your student attends.
  
  I understand your frustration with not knowing which specific things were noted about your student that resulted in this outcome. Our policies were developed in consultation with industry leaders in test security, and they are consistent with other high-stakes, remotely proctored exams. It is not uncommon for a remotely proctored exam provider to not identify the specific behavior(s) flagged by their system and reviewers. We understand the angst this can cause and wish it could be avoided; it is never our intent to exasperate students.
  
  Students do agree before testing that they will comply with all rules, and that outcomes are at CLTs sole discretion. This is also consistent with all standardized testing policies. Please know that we have well-trained and experienced reviewers; due to the appeals provided by your family, we went through additional analysis of your students exam with our most experienced reviewers. All reviewers came to the same conclusion that the students behaviors during testing were highly indicative of the use of outside resources and therefore should not be scored.
  
  I am genuinely sorry for the frustration this has caused; I wish your student every success in future endeavors.
  
  Sincerely,
  ******** ******
  VP of Operations
  Classic Learning Test
  

  Customer Answer

  Date: 09/08/2025

   
  Complaint: 22977117
  
  I am rejecting this response because: the current policy invites students to re-take (and therefore spend more money) but does nothing to give the student an opportunity address the behavior that was disqualifying. How is there any reasonable expectation that the next attempt will not end the same way? I have taken many online-proctored exams myself for several professional certifications and have not experienced this level of secrecy or lack of transparency before. You must give the exam taker clear direction about the actions they need to address to avoid failing for the same reason when the only recourse offered is a retake. Transparency matters, especially when the allegation is as serious as cheating. "Record and review," as indicated by Caveon in their guidance on standards (*******************************************************************************), is not considered a good practice as it does not allow timely intervention and response. Timely intervention can also help to avoid confusion and false positives, as in this case.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:10/10/2024

  Type:Service or Repair 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 is a Classic Learning Test, for my son to take a test to receive his *********** diploma. Twice we have enrolled him and paid money to take the test. Each time they claim they cannot accept the exam due to him not remaining in the camera. He remained the entire 2 hours. He waited 30 mins just to take the test on the school loaned laptop and you received confirmation to take the test.

  Customer Answer

  Date: 11/07/2024

  We have resolved this issue with the following company and no further action is needed for this inquiry. Please cancel the request. We were able to isolate the issue and discovered the problem with monitoring was not the fault of the company but hardware on my end. Please cancel all complaints.

  **** ******