Complaints

This profile includes complaints for Project Management Institue, Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Project Management Institue, Incorporated

  14 Campus Blvd Newtown Square, PA 19073-3200

• 

  Project Management Institue, Incorporated

  4 Campus Blvd Newtown Square, PA 19073-3200

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:06/24/2025

  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 Better Business Bureau,I am writing to formally express my concern regarding what I believe to be a questionable business practice on the part of the Project Management Institute (PMI), specifically concerning their Program Management Professional (PgMP) certification ********** part of the application for the PgMP certification, applicants are required to first submit detailed documentation of their professional experience. Once this is accepted, members must submit a $865 -$1,000 (non-members) exam fee before being subjected to a panel review. The concern lies in the stage following payment, during which *** reserves up to 60 days to complete this panel review.During this review period, *** customer service agents will not provide any status updates when requested including what one would consider a reasonable response as to whether the application has even been assigned to a reviewer. This lack of transparency, especially following a substantial financial commitment of this value, is troubling. Applicants are left without any meaningful way to track progress or hold the organization accountable for timely processing.I believe that withholding both application status and reviewer assignment information after accepting a significant fee does not align with the professional standards one would expect from a globally recognized certifying body. Moreover, this lack of communication can create unnecessary anxiety and uncertainty for professionals whose career timelines may depend on certification outcomes.I respectfully request that the BBB look into this matter and consider whether PMI's current process meets the ethical standards of transparency and consumer respect. I would appreciate the opportunity to further elaborate, should you need any additional information or documentation.Thank you for your prompt attention to this matter.

  Customer Answer

  Date: 06/25/2025

  Receipt attached. Thank you!

  Business Response

  Date: 06/26/2025

  From: ***** ******
  Sent: Thursday, June 26, 2025 1:07 PM
  To: ********************* <****************************>
  Cc: ***** ****** <**************************************>
  Subject: Subject: Feedback on the PgMP Certification Process
  
  Dear ******* *******,
  Thank you for sharing your concerns regarding the PgMP certification process. We truly understand that pursuing a professional certification can be both a significant commitment and a stressful experience,and we regret any frustration caused during the panel review stage.
  We would like to reassure you that PMI is transparent about our certification timelines, and we strive to adhere to our service level agreements. The panel review process can take up to 60 days, as communicated in our materials, though in your case it was completed in 15 dayswell within that window. We recognize that this waiting period can feel uncertain, and we are actively working to improve the candidate experience while maintaining the integrity and impartiality of our review process.
  Due to the confidential nature of the panel review, we are unable to share specific reviewer assignments or real-time progress, but we are committed to providing as much clarity and support as possible within those constraints. Additionally, we offer refund options should a candidate decide not to move forward after payment.
  We appreciate your engagement and feedbackit helps us identify areas for ongoing improvement. If theres anything more we can do to support you in your certification journey, please dont hesitate to reach out.
  Sincerely,
  ***** D ******,CSPO CAPM 
  Product Specialist III
  **************************************
  ************
  ************ | ************* |EDT
  ***********
  
  We maximize project success to elevate our world.
  

• Initial Complaint

  Date:06/09/2025

  Type:Sales and Advertising 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 am writing to file a formal complaint regarding my scheduled **** exam on June 7, 2025, and to request a full refund due to technical and proctoring failures beyond my control.- Merchant: Project Management Institute (PMI); - Transaction Date: May 30, 2025; - Amount: I paid $361.33 CAD through my Canadian credit card;- PMI ID: ********;- Registration ID: *********. I registered for the **** certification exam on June 7, 2025, at 9:30 AM China Standard Time via PMI and received a confirmation email of my scheduled online exam. I completed all check-in procedures (including ID verification, system test, room scan, etc.) on time through ******************'s OnVUE platform, and the system confirmed my check-in was 100% complete.However, without any explanation or communication, the ******* closed my exam session. I did not receive any email, phone call, or message, and was not given access to the exam I paid and successfully scheduled for. I immediately contacted ****************** support via online chat and phone, but they refused to assist and their office was closed. I havent got any response from ******* VUE yet.PMI later claimed I violated test security but provided no specific evidence or reason, and refused both refund and rescheduling. I have formally requested an explanation and have not received a response.I think I was misled into paying for an exam service that was later denied without justification. *** claims I violated test security, but:- They provided no warnings or error messages during registration, scheduling, or check-in process.- They cannot specify what rule I supposedly broke. - They refuse to refund my payment despite failing to deliver the service.This is completely unfair. I have records showing I followed all procedures correctly. Their false accusation and refusal to refund are unacceptable business practices.

  Business Response

  Date: 06/13/2025

  Candidate was notified that *** acted in accordance with agreed upon terms and conditions.  Due to information received by *******, the appointment was terminated and candidate will need to submit the appropriate fees and rescheduled at an in-person testing facility.   Candidate was provided with the date by which they must act.

  Customer Answer

  Date: 06/13/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23442581
  
  I am rejecting this response because: PMI stated there was a potential security risk not an actual violation. A potential risk is speculative, not factual, and it does not justify revoking my exam access, especially without any evidence or due process. I did nothing wrong and followed all procedures.
  

  If PMI had concerns about potential risks, they should have addressed them during the registration, payment, or scheduling process. I successfully completed registration, payment, and scheduling without issue. PMI induced me to pay for a service that was ultimately never delivered. This feels deceptive and amounts to fraudulent behavior.

  I was denied the opportunity to even see a single exam question. Despite having no fault, I was forced to bear the full cost financially and emotionally while PMI avoids accountability. They provided no specific explanation of what the potential risk was.

  In the email of June 8, 2025 (attached), PMI claimed the test was revoked due to a test security violation. Now, theyve shifted the reason to a vague potential security risk. This inconsistency further damages their credibility.

  PMI took unilateral action without giving me any chance to respond, appeal, or even understand what I was accused of. That is fundamentally unfair. I reviewed other complaints on BBB website and other websites, and those proctors at least tried to contact candidates before or during the exam, but my ******* never reached out to me by any method. Instead, I actively contact customer service to resolve the issue but was never given a solution. 
  
  As a paying customer, I am entitled to transparency, accountability, and a fair explanation none of which were provided.
  
  I request a full refund. I continue to demand that this issue be escalated and resolved appropriately.
  
  Regards,
  *** **

• Initial Complaint

  Date:05/15/2025

  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.

  I had purchased the learning materials for a PM Certificate, in addition to the practice exam and the certification exam. I am no longer going to pursue the certification and I requested a refund on the practice exam and the certification exam. They are telling me that because it's been more than a month, I cannot receive a refund. I have not attempted the exams, and it has not been more than a year since I purchased the exams, so I should be able to receive a refund. This is a shady practice to steal people's money. It was not clear when I signed up for their services that I only had a month for a refund. Order was placed on 9/17/2024.

  Business Response

  Date: 05/28/2025

  From: noreplycustomercare <**********************************>
  Sent: Wednesday, May 28, 2025 1:50 PM
  To: *******************************
  Subject: PMI - Refund Request
  
  Do you know you can reach us for real-time help via 24/7 Live Chat, SMS, or WhatsApp?Click here 
  
  Dear Destany,
  
  Thank you for contacting the Project Management Institute (PMI).
  
  I have received a request for a refund of your purchase that was made on 17 September 2024, containing the PMIAuthorized On-Demand PMP Exam Prep and the PMI Authorized Online PMPPractice Exam. I have refunded the total order in the amount of $972.53 USD to the **** card ending in 5944. This refund should be reflected on your next statement. 
  
  Please reach out to us again if any further help is needed. Support through Live Chat, SMS, and WhatsApp is available 24/7 on our Contact Us page on *******.
  
  Sincerely,

  
  Project Management Institute
  Web: ***********
  SMS Text: *************** (Open 24/7)
  (Msg & Data Rates may apply)
  Amazon ****** Explore our skill on Amazon Click Here 
  
  PMI Culture Values: Make it Easy  Aim Higher Be Welcoming Embrace Curiosity Together We Can

• Initial Complaint

  Date:04/30/2025

  Type:Sales and Advertising 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 initially filed the complaint with **********, but was directed to file the complaint with *** as I made the purchase through ***. I am filing a complaint for **********'s mishandling of my *** exam, resulting in repeated disruptions, preventable cancellations, and their refusal to take responsibility for internal mistakes. I paid $425 for the *** exam on March 4, 2025. My exam was initially scheduled for March 7 at 8:15 AM PT. Due to a technical failure with ******************* partner platform (Wowza), the session was canceled. After hours on the phone with support, I was rescheduled for later that same day at 5:30 PM PT. However, while actively taking the rescheduled exam, I was kicked outPearson VUE had mistakenly canceled the appointment due to internal miscommunication. This second cancellation was entirely preventable. As a result, I had to take 1.5 days off work, 3 times more than originally planned, due solely to *********** cancellations and mistakes. Despite numerous emails and phone calls, ********** has denied responsibility and accountability. On March 30, I was told the case was reopened for further review. The next day, on March 31, they said it was closed with no clear explanation or investigation. A later phone call only added to the confusion when an agent contradicted prior emails by saying the case had never been reopened. ********** continues to dismiss the issue, insisting they do not reimburse for missed work time. However, this ignores the fact that the extended time off was caused by their own mistake, not by the standard exam process. I would have lost my full exam fee had I canceled within 48 hours, yet ******* VUE canceled my exam twice in that window without consequence or meaningful resolution. I am requesting reimbursement to reflect the additional time and preventable disruption caused by ******* VUEs mishandling of my case.

  Customer Answer

  Date: 05/01/2025

  My refund has been processed. Thank you for your help!

• Initial Complaint

  Date:04/22/2025

  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.

  Hello, I have been out of work for a year. I registered for a class to complete a requirement for the *** PMI exam. I completed this and submitted this to my employer for reimbursement. ******* outsourced support it is impossible to get someone to help. When they had employees in ** you would get an answer or help within minutes? I have asked since March for them to provide me with the testing centers. I finally get a list and it is outdated. I requested them to to provide me a contact with ******* Vue and it fell on deaf ears. It took me weeks to finally get registered and it is to late. I need to get the exam complete by May 10. It is funny everyone is quick to take my money but when it comes to help no one helps. They also are reporting centers that are not even open one is in ******* and the other one is in **. I need to get in touch with corporate someone in the **. I need to get this sorted out asap. Can someone call me 4/23/25/ Thanks ***** ******** ************ *******************

  Business Response

  Date: 04/23/2025

  From: ***** ******
  Sent: Wednesday, April 23, 2025 11:19 AM
  To: ****************************
  Cc: ***** ****** <**************************************>
  Subject: BBB Inquiry - *** Test Centers - PMI ID# *********
  
  Dear ******** ********,
  
  Your most recent inquiry to the Better Business Bureau (BBB)was forwarded to me for review and response.
  
  We are sorry to hear of the challenges that you faced while attempting to schedule your exam.  Our records indicate that you are now scheduled to sit for the exam on 16 May 2025 at the ****************** site located at *******************************************************************************
  
  Additional testing centers can be located by navigating to the PearsonVUE web site, *********************************************************** PMI-Project Management Professional, and then entering your preferred address.  Please note that not all centers listed offer the *** exam.
  
  However, by logging into your myPMI dashboard and selecting to reschedule your exam, you can identify those test centers that can accommodate you.
  
  Since you indicate that you are required to test prior to 10 May 2025, let us know if you would like to reschedule your exam and can identify a time and location suitable for you, PMI will reimburse the $70 USD fee required.   Please note that Exam appointments are allocated on a first-come, first-served basis and an open appointment at the facility and time that you prefer may not now be available.
  
  Thank you for your continued support of PMI and the project management profession!
  
  Sincerely,
  
  ***** ******, CSPO(R) CAPM(R) 
  Product Specialist III
  **************************************
  ***********
  
  We maximize project success to elevate our world.
  

• Initial Complaint

  Date:04/10/2025

  Type:Sales and Advertising 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 April 9, 2025, I accessed the Project Management Institutes (***) website and viewed the pricing for the *** Authorized On-Demand ***-ACP Exam Prep course. At that time, the course was clearly listed for $280 USD.Based on this information, I escalated the request internally within my company for reimbursement approval. However, after creating an account and attempting to proceed with the purchase, I discovered the price had changed to $400 USD. There was no indication or warning that this price would change upon login or account creation, nor was there any explanation for the increase.When I contacted *** customer service, I was told that pricing is regionally based, and theres nothing we can do. I find this extremely unfair and misleading. I relied on the publicly displayed pricing to make a purchasing decision and secure internal funding. Having the price change without warning after creating an account is not only frustrating it feels deceptive.This issue violates fundamental principles of transparency and accountability. *** is a global certifying body that promotes ethics and professionalism, yet this experience shows a lack of both. The fact that identical products are being sold to customers in different regions at different prices, without clear disclosure, is unacceptable. The refusal to acknowledge or resolve the issue is even more concerning.

  Business Response

  Date: 04/22/2025

  Dear Ariana,
  
  Thank you for reaching out regarding your PMI Agile Certified Practitioner (PMI-ACP) certification exam prep course. I understand that pricing details can be confusing, and I appreciate your diligence in reviewing this information. After carefully reviewing your account, I can confirm that the correct pricing is being applied to our PMI Authorized On-Demand PMI-ACP Exam Prep course.
  
  PMI implements regional pricing to ensure fair access for everyone around the world. In your case, although the price of $280.00 USD that you mentioned is accurate for other regions, the applicable price for your location in ***************** is $400.00 USD, which is the amount you were charged.
  
  Understanding the importance of supporting your certification journey, we have processed a partial refund of $120.00 USD to the **** card ending in 8648. You should see this refund reflected on your upcoming statement.
  
  Please reach out to us again if any further help is needed. Support through Live Chat, SMS, and WhatsApp is available 24/7 on our Contact Us page on *******.
  
  Sincerely,
  
  **** * - Customer Advocate, Senior Associate
  **********************
  Web: ***********
  SMS Text: *************** (Open 24/7)
  (Msg & Data Rates may apply)
  Amazon ****** Explore our skill on Amazon Click Here 
  
  

• Initial Complaint

  Date:04/02/2025

  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.

  the *** elbiglity date states the following: Eligibility Start Date 12 May 2024 Eligibility Expiration Date 12 May 2025 i took the test on May 21st failed. At the top of this year i was able to study and p*** as i understand it the *** states that you have 3 chances in the year to take the test then you would have to start over i go to the site and it's asking me to pay another $375 as of April 2nd when the year isnt over. I spoke to a chat *** and he said: Please refer the *** handbook, page number 19:********************************************************************************************************************************************* shared the following from the handbook: Retaking the Exam If you do not pass your first exam attempt, we encourage you to continue your study and retake the exam. You may take the examination up to three times within your one-year eligibility period. After three attempts, you must wait one year from the date of the last examination before you reapply for the certification. This policy is to designed to uphold exam security and reduce overexposure of examination questions to individual candidates.However, during this year you are welcome to apply for any other *** certification.If your one year eligibility period expires without you passing the examination, you must reapply for the No where in the handbook does it say you have to pay 3 times throughout the year to take the test. i asked the *** again he said ********: can you explain where it states that i have to pay 3 times **** ********, this is the process of *** and you have to pay the retake fee.where is the clause?This is robbery! People do not have $375 to keep taking a test and NO WHERE IN THE BOOK OR IN MY STUDIES WAS THIS MENTIONED. ALL I was told and according to the book is that you have 3x to take it in the year. then you will have to start the process over.

  Business Response

  Date: 04/03/2025

  From: ***** ******
  Sent: Thursday, April 3, 2025 9:10 AM
  To: *************************** <**********************************>
  Subject: *** Retake - PMI ID# *******
  
  Dear ******** *****,
  
  Thank you for contacting PMI.
  
  We are sorry to hear that you were not successful on your first exam attempt.
  
  Per the *** Exam Content Outline:
  
  *** Certification Fees
  The fees for obtaining the *** Certification are subject to regional and membership pricing rules. Membership is NOT required to obtain the ***. Initial examination fees must be paid after applications have been approved before you can schedule your examination. If you need to retake the exam, and your eligibility period is still current, you may do so for a substantial discount subject to regional and membership pricing rules. Additionally, once an examination date is confirmed and scheduled, you may be subject to cancellation or no-show fees.
  
  And also from the Certification
  
  Certification Policies and Procedures Eligibility Period
  You are granted a 1-year eligibility period in which to pass the exam. If you do not pass the exam on your first attempt, you may attempt the exam two additional times. Repayment of fees applies to the second and third attempts to pass the exam.
  
  To determine the appropriate fees, please log into your myPMI dashboard and select the Pay for Exam option.
  
  We wish you the best in all of your future endeavors!
  
  Sincerely,
  
  ***** D. ******,CSPO CAPM
  
  We maximize project success to elevate our world.  
  

  Customer Answer

  Date: 04/03/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23153038
  
  I am rejecting this response because: They did not address the issue here and are not taking any accountability.  I am writing to address an issue regarding the fees for retaking the *** exam. I was not informed prior to my attempts that a fee would be required for each retake.
  Furthermore, the information provided by the support agent was incorrect, as demonstrated in the details shared with you by the BBB. My course materials also lack any clear statement indicating that a fee applies to every retake attempt.
  This lack of clear communication about retest fees, both from the agent and within the course documentation, is concerning. If agents are providing incorrect information, this points to a potential issue within ***'s support operations. I have attached/can provide the agent chat transcript for your review.
  This is the information the agent shared then they proceeded to share conflicting information. I refuse to keep paying out of pocket to retake this test if I would have known this the 1st attempt I would have reconsidered. Given that my 1st time was to see where my knowledge gaps were with the thought that I had 2 more changes but I will NOT be paying to try again that is a lost on my part. Money don't grow on trees. 
  
  
  
  
  
  
  
  Regards,
  
  ******** *****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 04/03/2025

  From: ***** ******
  Sent: Thursday, April 3, 2025 2:30 PM
  To: **********************************
  Subject: FW: *** Retake - PMI ID# *******
  
  Dear ******** *****,
  
  We are sorry for the confusion that this situation has caused.
  
  Both documents quoted indicate that candidates must submit payment for each retake exam.  These documents can be found on *******.  This was indicated by the Customer Advocate Associate with whom you chatted in the script above.
  
  It is imperative that every candidate read and understand what is expected in regards to the certification process before they begin.
  
  At this time, if you wish, you can close your application and reapply.  If your application is accepted, you will be provided a full year of eligibility and 3 attempts to pass the exam.  Again, each attempt requires that the associated fees be submitted.
  
  The Project Management Professional (***) is considered the gold standard of project management certifications; due to its global acceptance, that it is industry agnostic and the rigorous processes by which it is developed and maintained.  The *** is both ANSI ***** and ISO 9001 certified.
  
  The *** certification is an investment in yourself, and salary surveys indicate that on average, certified practitioners in the US earn 33% more than their uncertified colleagues.
  
  Best wishes!
  
  Sincerely,
  
  ***** D. ******, CSPO CAPM
  
  We maximize project success to elevate our world.  

  Customer Answer

  Date: 04/03/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me.  However I will not put my energy into further action into this matter. 
  
  Regards,
  
  ******** *****
  
  

• Initial Complaint

  Date:02/22/2025

  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.

  Study hall subscription was purchased on 2/17/25 to allow myself 90 days to study and prepare for my PMP exam on 5/21/25. I submit several requests to the support team to reset my stats on the site so they align with my new study plan for the 5/21 test date. A total of 4 requests with support took 5 days to resolve. This impacted my study timeline. I am asking for my study hall subscription to be extended five days to allow for the incompetencies on the part of PMI support, as this is no fault of mine as a paying member/customer.

  Customer Answer

  Date: 02/26/2025

  Losing another three days of my subscription because customer care needs additional time to remove Japanese. 

  Business Response

  Date: 03/28/2025

  Hello, 

  Thank you for your notice, and apologies for the delayed response. We are working internally to grant the user extended account access.Thank you.

• Initial Complaint

  Date:12/02/2024

  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.

  I applied to take my PMP certification exam through Project Mangement Institute on November 20, 2024.According to **** website, it cost $675 to take the exam if you are not a member of PMI, and $425 if you are a member of ***. I decided to become a member of *** because the membership also included other resources besides offering a test discount. It cost me $194.00. $159.00 for membership to ***, and $35 for membership to the local North Florida chapter. According to ***, if I do not have a college degree, I must show 60 months of work-related experience, and show proof of completion of 35-hour *** course. I included both of these on my application and my application was audited. I was required to submit proof of high school diploma and get two work related references. After providing all of these things I was then told that my work experience was not valid and I would need to re submit a new application. I attempted to speak with someone in customer service and got conflicting answers. I then had someone from the application department also tell me conflicting answers and then stated on a recorded phone call that their organization has had trouble trying to decide what type of construction related experience they allow since they know construction projects often overlap. I have met all the requirements for this certification. I do not believe I am being treated fairly as a consumer. This is unacceptable. I want my application processed so that I am able to apply to take the exam. If I am unable to do so, I would like a refund of the money I have spent.

  Business Response

  Date: 12/09/2024

  From: ***** ****** <**************************************>
  Sent: Monday, December 9, 2024 1:30 PM
  To: ************************************
  Subject: *** Application - *** ID# ********
  
  Dear **** ******,
  
  Your most recent inquiry to the Better Business Bureau (BBB)was forwarded to me for review and response.
  
  Thank you for investing your time to speak with me on 3 December 2024 in regards to your concerns about the *** credentialing process. 
  
  As we discussed:
  
  All documented projects must be submitted individually.  Based on your profession the experiences that you submit can be categorized by community, street, house model, street coordinates, etc.   The information you originally submitted was grouped by employer and did not meet the requirements for documenting projects.
  Each experience summary should include one to two sentences that describe the goal of the project.  The remaining summary should indicated how you, personally, led and directed the project from planning through closure.
  Provide a high-level description that summarizes your experience and includes the project objective, outcome, your role on the project, and your responsibilities and deliverables. A typical response is between 200 to 500 words.
  Based on the information you provided you are required to document and submit 60 months of experience leading and directing non-overlapping projects.
  Please have the verifiers for each Project Experience Summary, provide there agreement by following the instructions. This is needed since the summaries will change from your original submission.
  
  Your application is now in a Pending status.  Please log into your my*** dashboard and select the option to continue with your *** application.   You will have two weeks, until close of business 12/20, to complete and submit your application.  Please email me when the application is submitted.   You will receive an email from *** however, as we spoke, you will not need to submit additional documentation unless information has changed from your original application.
  
  I do apologize for the level of service that you received when contacting our Customer Advocacy team.  This is not the level to which we aspire and nor did it meet both your and our expectations.  
  
  However, it has been brought to my attention that your behavior and actions during recent interactions with *** team members, and was evident in our conversation,  is in strict violation of the *** Code of Conduct by which you agreed to abide when you submitted your application Code of Conduct & Ethics.  Any additional breach of this policy may result in the forfeiture of all fees submitted, the revocation of membership and/or certification and prohibition of future business with ***.
  
  Sincerely,
  
  ***** ****** CSPO, CAPM
  Product Specialist III
  ***********
  
  We maximize project success to elevate our world!

  Customer Answer

  Date: 12/20/2024

  I have been attempting to contact this business for two days and have not had anyone return my inquiry.  This business has been wasting my time since the beginning of November.  This matter has still not been resolved. 

  Business Response

  Date: 12/20/2024

  From: ***** ******
  Sent: Friday, December 20, 2024 3:22 PM
  To: ******************************************
  Subject: PMP Application - PMI ID#
  
  Dear **** ******,
  
  Based on the recent update to your Better Business Bureau (BBB) inquiry, PMI has closed your PMP application and refunded the membership dues that you had previously submitted ($194) to resolve this issue.
  
  We wish you the best in all of your future endeavors!
  
  Sincerely,
  
  
  ***** ******, CSPO(R), CAPM(R) 
  Product Specialist III
  **************************************
  ***********
  
  We maximize project success to elevate our world.

  Customer Answer

  Date: 12/20/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22630068
  
  I am rejecting this response because:
  
  
  Regards,
  
  **** ******
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 12/20/2024

  This organization presents itself as a way to further your career via higher education, however their operational practices are extremely dishonest and unethical. Their application process is extremely dishonest. They take money from people prior to allowing them to register for certification tests, then hang nonsense hoops in front of them. As a consumer, this is unacceptable.

  Customer Answer

  Date: 12/20/2024

  After doing some more research,  I have discovered that I am not the only person who has an issue with this organization. The way they operate is abhorrent and completely unacceptable. I have already reached out to my legal council to determine what if any options I have in regards to this matter. I have also contacted some media outlets to see if they would be interested in learning more about this matter. 

• Initial Complaint

  Date:11/20/2024

  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 am writing to file a complaint against (***) regarding the repeated invalidation of my PMP exam results. This issue has occurred twice , despite my adherence to all guidelines and protocols, and PMIs lack of transparency has caused significant concern.The details as follows:PMI ID: *********** Exam : Online Exam Center: *********************, ******, ************ For my first exam, I took it online and followed the prescribed procedure. My exam was subsequently invalidated without any clear explanation.For my second exam, I took the exam in person at an official test center (********************* in ******) as instructed by *** after the first invalidation. Despite following all guidelines, I received another notification that my exam score had been canceled due to "irregularities."In both instances, I have been told that my exam was flagged for possible misconduct or non-independent test taking, but I have not been given any specific or transparent explanation regarding what exactly led to this outcome. I have also reported connection issues during my second exam and was assured by the test center that *** was informed of these technical disruptions.I have not received a satisfactory explanation. *** has cited its forensic data analyses but has refused to provide clear information about the exact cause of the issue, which leads me to believe there might be a flaw in the analysis process that disproportionately impacts my exams knowing that i received a official certification report success.Requested Resolution:A detailed and transparent explanation of why my exam results were flagged on both.Clarification for technical issues I encountered during the second exam and how they have impacted the exam result.A review of the flagging process to ensure fairness and accuracy .A re-examination or reinstatement of my exam results, if applicable, considering the issues with the test center.**** ******* ID: ******* ************************

  Business Response

  Date: 12/04/2024

  From: ***** ******
  Sent: Wednesday, December 4, 2024 8:44 AM
  To: ***************************************
  Cc: ***** ****** <**************************************>
  Subject: BBB Inquiry - PMP Exam
  
  Dear **** *******,
  
  Your most recent inquiry to the Better Business Bureau (BBB) was forwarded to me for review and response.
  
  As has been stated to you in an earlier communication:
  
  Evidence of misconduct can be detected either during an exam by proctoring and other electronic safeguards, or after an exam through forensic analysis and data review, as occurred in this case. *** uses sophisticated forensic models to detect evidence of potential misconduct including, but not limited to: having access to test content in advance, collusion, and/or using proxy test-taking services.
  
  However, after careful consideration, we have decided to reverse the invalidation of your second examination attempt on 12 November 2024. Please keep in mind that both invalidations were in line with our policies and appropriate given our analyses, but we believe your exposure was not intentional. Therefore, you will be awarded the Project Management Professional (PMP). Please allow 7-10 business days for your certificate to appear on your myPMI dashboard.
  
  Thank you for your continued support of PMI and the project management profession!
  
  Sincerely,
  
  ***** ******, CSPO(R) CAPM(R) 
  Product Specialist III
  **************************************
  ***********
  
  We maximize project success to elevate our world.

  Customer Answer

  Date: 12/04/2024

  [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,
  
  **** *******