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Business School

Project Management Institue, Incorporated

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Complaints

Name: Project Management Institue, Incorporated
Address: 14 Campus Blvd, Newtown Square, PA, 19073-3200, USA
Telephone: (610) 356-4600

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

Customer Complaints Summary

57 total complaints in the last 3 years.
11 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/18/2024
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.
Taking my PMP exam online turned out to be one of the most challenging experiences I've encountered. Due to a learning disability, I opted for the online format, as it allows me to whisper questions silently for better retention - which the exam ******* told me I can do. This is in writing, however I cannot access our conversation. However, throughout the exam, I faced constant interruptions from proctors who insisted my head wasn't centered or that both my shoulders weren't in frame. Then, at the three-hour ***** a simple cough led to the premature closure of my exam. Despite numerous attempts to resolve the issue with both PMI and ******* VUE, my exam was ultimately canceled on grounds of mumbling, which I found absurd. Reluctantly, I agreed to take the next exam in person to avoid such issues, only to be informed of an additional $600 fee. When I requested to review the exam footage together to verify that I hadn't spoken to anyone, my request was denied. After researching online, it's evident that this situation appears to be a profit-driven tactic without proper oversight. While I understand the need for anti-cheating measures, the exorbitant fees imposed are unjustifiable and border on exploitation. This lack of accountability within the system is deeply unethical, and it's disheartening to feel powerless in challenging it.
Customer Answer
Date: 04/18/2024
After spending hours on hold with ******* Vue (the only test provider PMI allows you to use) they confirmed that a cough is what triggered my exam to be cancelled. I also reminded them the ******* typed that I could whisper and they confirmed they could re-read the chat but were not allowed to give me any info.
Business Response
Date: 04/19/2024
From: *********************** <**********************************; ********* Friday, April 19, 2024 1:51 PM
To: ***********************************
Cc: *********************** <**********************************;
Subject: PMP OPT Exam - PMI ID# *******

Greetings *****,

Your most recent inquiry to the Better Business Bureau (BBB) was forwarded to me for review and response.

I am very sorry to hear of the challenges you faced during your PMP exam. Due to the virtual nature of the exam experience, strict protocols have been put into place to ensure that all test takers meet security and conduct standards during the exam.

As we discussed during our call today, I have requested that you receive a progratis exam attempt. You will be notified via email when this process has been completed.

Also, based on the details provided to the BBB, I suggest that you reach out to the Certification Delivery Team (************************)who can assist you in obtaining Special Accommodations that you require.

Again, thank you for your continued support of PMI and the project management profession!

Please reach out to me if you have any questions.

Sincerely,

**********************;
Product Specialist III
*******************************
************
Christiana, ** | ************* | EDT
www.pmi.org

We maximize project success to elevate our world.
Initial Complaint
Date:04/17/2024
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.
order:016094228 The amount of money you paid the business:555 dollar.I registered for the *** exam on the official website of PMI last year, PMI ID: ********. During this period, I did not make an appointment for the exam and did not take the exam. Yesterday, I opened the website to make an appointment for the exam and found that the permission was closed. I was informed that the previous registration fee of 555 dollar was confiscated. If I need to take the exam again, I need to pay 555 dollar again. 1. Why was the registration fee confiscated? During this period, the institution did not provide me with any services. 2. I was not informed that the registration fee would be confiscated after the permission expired. 3. The institution issued a statement at the end of 23 years that the mainland to ********* exam would have a high probability of revoking the exam results. So I have not made an appointment for the exam. 4. The institution did not have any reminder during this period and directly confiscated. 5. I have contacted the institution many times but failed to solve the problem. Appeal: I hope the institution will refund the registration fee or let me take the exam again without paying the fee again.
Business Response
Date: 04/26/2024
From: ***********************
Sent: Friday, April 26, 2024 4:07 PM
To: **************************
Cc: *********************** <**********************************;
Subject: *** Exam - PMI ID# *******

Greetings Jiayue,

Your most recent inquiry to the Better Business Bureau (BBB) was forwarded to me for review and response.

I am sorry to hear of the challenges that you have faced while attempting to schedule your exam. Kindly note that each candidate receives a one year eligibility period where they will be given three attempts to pass the exam.

As a one-time customer courtesy PMI has extended your eligibility period through 28 May 2024. Also, the fees that you originally submitted will be applied to your next attempt. After 28 May your application will be closed and you will need to submit a new application to continue to pursue the certification.

To schedule your exam please log into your myPMI dashboard and follow the scheduling prompts.

Please review the *** ECO and Certification Handbooks for information governing the exam and what each candidate can expect.

Sincerely,

**********************;
Product Specialist III
*******************************
************
**********, ** | ************* | EDT
www.pmi.org

We maximize project success to elevate our world.
Initial Complaint
Date:03/30/2024
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.
Bonjour, Je vous cris parce que j'ai fait ** a faire ma certificat de *** via une socit agre par le *** quand j'tais en **** et j'ai pay les frais d'examen de ma certification. Je l'ai russis et le *** a dcid annuler mon *** me taxant de fraud**r au point d'annuler mon *** en me disant que j'ai pay les frais de certification fraudul**sement. Maintenant, j'ai t affect au ****** par ma socit.
Hello, I am writing to you because I had to do my *** certificate through a company approved by the *** when I was in ***** and I paid the examination fee for my certification. I passed it and the *** decided to cancel my ***, accusing me of being a fraudster to the point of canceling my *** by telling me that I paid the certification fees fraudulently. Now I have been posted to ****** by my company.

Business Response
Date: 04/19/2024
From: *********************** <**********************************; ********* Friday, April 19, 2024 12:56 PM
To: ******************
Cc: *********************** <**********************************;
Subject: *** Exam - *** ID# *******

Dear ********,

Kindly note the that the revocation of your test results occurred after the review of possible exam misconduct. This evidence 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. These types of forensic analyses are common in the testing industry and have been validated as effective. In order to protect the integrity of our detection and prevention methods, *** does not share the exact indicators detected, analyses used, or safeguards in place.

We have reviewed your case and the evidence provided by our forensic analyses. According to our records and the data from your exam attempt, your exam score was correctly invalidated in accordance with published *** Certification policy. As stated in the *** Certification Handbook,

*** uses independent third-party security vendors, including psychometricians (statisticians), to conduct forensic analyses on test administration data.These analyses are designed to protect the validity of the examination by looking for evidence that suggest a candidates score *** not be a true measure of their knowledge or ability. *** reserves the right to hold, invalidate,cancel, or take other appropriate action against any score identified as potentially invalid on the basis on these analyses alone.

Kindly note that upon further research it was detected that you had transacted your exam fees utilizing a Promotion Code that had been compromised.

At this time the decision to revoke your certification will stand. We now consider this matter closed.

At this time if you wish to continue to pursue the *** credential, please log into your my*** dashboard and submit a new application.

Sincerely,

**********************;
Product Specialist III
*******************************
************
Christiana, ** | ************* | EDT
www.pmi.org

We maximize project success to elevate our world.
Initial Complaint
Date:03/21/2024
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.
Contacted PMI.org (Project Management Institute) to add professional development units and in the process was told that despite taking their course and paying $250 that I held no certifications. The representative was not able to assist despite me showing as registered in their system.
Business Response
Date: 04/08/2024
From: ***********************
Sent: Monday, April 8, 2024 8:45 AM
To: ***************************************
Cc: *********************** <**********************************;
Subject: BBB - Certification Records

******,

Please understand that we can only identify an individual based on the information that is provided to us. The information that you previously provided does not match what appears in PMIs records.

Although we are unable to come to a mutual resolution at this time, if you are able to provide any additional information that can be verified (i.e. a different name,variations of your name, dates, the location where you sat for the 4.5 hour exam, etc.) we will be happy to continue our research.

Sincerely,

**********************;
Product Specialist III
*******************************
************
Christiana, ** | ************* | EDT
www.pmi.org

We maximize project success to elevate our world.
Customer Answer
Date: 04/08/2024
As evidenced by my attachment and by ***'s online registry (*******************************************************************), I have attended ***'s course and I am in the *** registry.
The account is clearly associated with an email that I am not aware of and *** has done nothing to help me identify what those account details are.
It is not at all uncommon for users of any system to forget their login credentials yet *** seems unable to manage locating anything that pertains to me.
*** repeatedly asks the same questions and show no problem solving initiative to resolve the matter. Below is an excerpt from one of my email responses.

Hi *****-

As I explained to your website representatives, I find it odd that that I am listed in your system, but you cannot locate me. As I also explained to them, I have recently moved from ** to ** and do not have immediate access to my files. Due to the length of time, any sort of proper receipt would be unavailable. I wouldnt have claimed PDUs after 2018.

I dont know what your end processes are for instructors post-training, but from my perspective *** had an instructor come into Lockheeds facility, teach a course, solicit payment, and then failed to do their part of turning in the work.
I didnt ask for the training; it was a Lockheed initiative for their Program personnel. I wouldnt have paid for the certification more than once because I never saw any real benefit. It seemed like a MLM scam then and it most certainly does now.
My complaint with the BBB was more for others awareness than it was for benefit. I asked to speak with a supervisor in both chat instances and was told that wasnt possible. The only reason my issue was elevated is because of the BBB complaint.

***s lack of record keeping is unprofessional. ***s lack of interest & sincerity in resolving issues without having to escalate them is odd. The fact that ***s only method of resolving this issue seems to hinge on me supplying proof of payment is concerning. Imagine if a university demanded proof of tuition payments to confirm ones attendance; coupled with said university also having no enrollment records, no attendance records, no records of exams, etc. Would you attend that university again much less recommend it to anyone else?
Customer Answer
Date: 04/09/2024
*** has no way for users to locate their user credentials if the email associated with the account is no longer valid. As exampled by the attached, I am in the *** system.
Business Response
Date: 04/12/2024
RE: *****************************

Kindly note that PMI has had extensive communication in good faith with ***************************** in an attempt to resolve the issue posed in his complaint. We are unable to resolve his issue at this time due to the following:

PMI has no record of the complainant taking and passing the *** exam.
********************* was unable to provide any information that indicates when, where, or how the exam was presented.
As he has indicated, the training was sponsored by his employer at the time, MLM, and as such PMI is unable to reference this information.

Pending additional information not originally provided by ********************, PMI considers this matter closed.

Thank you!
Customer Answer
Date: 04/16/2024
Please see my responses below .

Kindly note that *** has had extensive communication in good faith with ***************************** in an attempt to resolve the issue posed in his complaint. We are unable to resolve his issue at this time due to the following:

"*** has no record of the complainant taking and passing the *** exam."
I am in the *** system. You can look me up in the *** system and I am shown in their database. *******************************************************************

"********************* was unable to provide any information that indicates when, where, or how the exam was presented."
I have explained multiple times in my emails that the *** instructor was brought in by Lockheed ****** in Marietta, **. I have explained that date range was likely 2012-2016. I have also provided colleagues names that I took the course with. The training was a week long course. The exam was taken at the conclusion on the course.

"As he has indicated, the training was sponsored by his employer at the time, MLM, and as such *** is unable to reference this information."
All of these justifications highlight the fact *** has poor record keeping of where the send their instructors, what courses are provided, and who attends the courses. It is not the end users responsibility to maintain these records; it is the businesss responsibility.
> Did you or your employer pay for the services?
I did not solicit the training nor know that any payment would be required of me to validate the training. At the conclusion of the training we were told that in order to receive the certificate we would need to pay $250 for the certification. I paid for the certification, but due to the length of time and my current physical location I do not have access to those records
I am shown in the *** registration search (proof attached). *** does has not provided any account recovery options for me recovering the account for which the certification is associated.
***s lack of record keeping is unprofessional. ***s lack of interest & sincerity in resolving issues without having to escalate them is odd. The fact that ***s only method of resolving this issue seems to hinge on me supplying proof of payment is concerning. Imagine if a university demanded proof of tuition payments to confirm ones attendance; coupled with said university also having no enrollment records, no attendance records, no records of exams, etc. Would you attend that university again much less recommend it to anyone else?

Business Response
Date: 04/19/2024
From: *********************** <**********************************; ********* Friday, April 19, 2024 2:18 PM
To: ***************************************
Cc: *********************** <**********************************;
Subject: BBB - Certification Records

******,

Kindly note that the record which appears in PMIs certification registry does not match the information that you have provided to us. As I have indicated, without proper verification of any of the information submitted via the *** application ***************************************** or Contact Hours, or any of the Project Management Experiences)pertaining to this individual, it would appear that this record was not created by you.

At this time we are unable to provide any additional information.

Sincerely,

**********************;
Product Specialist III
*******************************
************
Christiana, ** |************* | EDT
www.pmi.org

We maximize project success to elevate our world.
Customer Answer
Date: 04/22/2024
[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: 21466087

I am rejecting this response because:

As stated in the attached email: "I'm not going to guess at credentials and just keep providing personal information in the hopes of resolving this.
If PMI offered an account recovery option (like most respectable organizations), we likely wouldnt have had this interaction. "

*PMI is emailing me every time I submit a response to the BBB. The communication is out of bounds for the issues and should not be direct communication at this stage.

Regards,

*****************************
Initial Complaint
Date:03/07/2024
Type:Order 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.
PMP certification revoked by stating promo code mis usage but i have paid fees in PMI website without promo code ( Refer attached order sheet )and written exam in front of PMI staff without mis conduct and also PMI staff examined my surroundings , photo id , ip address , proxy test and finally given permission . Im a professional Project manager this Certificate revoke is makes me felt guilty . Please consider and kindly retain my PMP certificate . Credential number : ******* , Expecting extended support . Thank you
Customer Answer
Date: 03/07/2024
First Name : **********;
last Name : V
Business Response
Date: 04/01/2024
From: *********************** <**********************************************; ********* Monday, April 1, 2024 11:51 AM
To: ************************
Cc: *********************** <**********************************************;
Subject: PMP Revocation - BBB PMI ID# *******

Dear *****,

As was stated in our prior response earlier this year your PMP credential was revoked for the following reasons:

PMI uses independent third-party security vendors, including psychometricians (statisticians), to conduct forensic analyses on test administration data.These analyses are designed to protect the validity of the examination by looking for evidence that suggest a candidates score *** not be a true measure of their knowledge or ability. PMI reserves the right to hold, invalidate,cancel, or take other appropriate action against any score identified as potentially invalid on the basis on these analyses alone.

Kindly note that upon further research it was detected that you had transacted the exam fees utilizing a Promotion Code that had been compromised.

If you wish to sit for the exam again, you will need to submit a valid payment via your myPMI dashboard.

At this time the decision to revoke your certification will stand. We now consider this matter closed.

Sincerely,

**********************************;
Product Specialist III
*******************************************
************
**********, ** | ************* | EDT
www.pmi.org

We maximize project success to elevate our world.
Initial Complaint
Date:03/01/2024
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.
I signed up for a PMI membership and the Project Management Basics course in May of 2023, paying out of pocket and working nights and weekends to try and better myself through the **** certification. After taking a several month break to deal with work and life, I attempted to resume my program only to find out that the exam had been updated to a completely new and different format. I contacted customer support to ask if I could simply be reregistered in the new prep course, already accepting that it meant completely starting the process over. I was told that because I had completed more than 20%, no refund could be given and instead I was welcome to forfeit the $350 I had spent on the course and instead just read the ***** guide (something several people have told me is not sufficient to pass the exam). All I am seeking is the ability to complete the course that I paid for, so that I can pay even more money to take the exam, and hopefully be able to move forward with my original impression of PMI which is that I want to be able to proudly display my **** cert. Thank you.
Customer Answer
Date: 03/01/2024
The *** has reached out and resolved my issues. Thank you.
Initial Complaint
Date:02/28/2024
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 was approved to take the *** credential exam and requested a reasonable accommodation due to the pandemic, necessitating an in-person test at a ******* Vue facility. Despite submitting the necessary paperwork via fax multiple times, I have yet to receive confirmation of my accommodation. I believe I have fully earned the right to take this exam, and if not for the complications arising from my accommodation request, I would have already done so. At one point, I was instructed to proceed with the exam as my request had been acknowledged, yet ******* Vue had no record of this. Communication difficulties further complicated the situation, as I was directed to agents abroad who struggled to understand my needs. I've been informed that my application is now closed. Having invested in both the exam and a membership and thousands of dollars with a third party training platform I am looking for some support. At this time I will be open to testing without accommodations to move this process forward.
Business Response
Date: 03/11/2024
From: *********************** <**********************************************; ********* Monday, March 11, 2024 11:04 AM
To: ***********************
Cc: *********************** <**********************************************;
Subject: *** Exam - PMI ID# *******

Greetings *******,

Your most recent inquiry to the Better Business Bureau (BBB) was forwarded to me for review and response.

Our records indicate that your *** credential application submitted in 2020 was accepted in June of that year. Due to extenuating circumstances your eligibility period was extended through June 2022. Kindly note that when a candidates application is accepted they are allotted a one year period to pass the exam. It appears that your eligibility period expired in June 2022 and at that time you had not sat for the exam.

Please note that every application is reviewed and dispositioned based on its on merits. The application you submitted in February, 2024 was reopened and an email sent requesting additional details of your project manager work experience. Since no response was received from you, the application was closed.

If you wish to continue your pursuit of the *** credential, please submit a new application. Each individual work experience must be documented separately. Please indicate briefly the nature of the project and complete the description with how you professionally led and directed the project.

Once your application is accepted, please contact me and a voucher code will be forwarded to you for the initial exam. If additional attempts are needed you will be required to submit the corresponding exam fees.

Thank you for your continued support of PMI and the project management profession!

Sincerely,

***********************
Product Specialist III
*******************************************
***************
************, *** ET (GMT-5)
www.pmi.org

PMI Culture Values: Make it Easy | Aim Higher | Be Welcoming | Embrace Curiosity | Together We Can
Initial Complaint
Date:02/06/2024
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.
Purchase Date: 21 June 2022 Amount: $556.34 Items purchased: Project Management Professional (PMP) Exam$405.00 Individual Membership and Application Fee$139.00 Issue: I was not made aware the Exam Fee would expire, and now the company says that in order I need to pay the fee again in order to take the exam.On May 3rd 2023, I contacted the company's support team because I received notice they were going to automatically renew my membership. I told them: "I still haven't taken the exam, but I do plan to take the exam eventually."PMI response: "The membership and certification both are different scenarios. It is not mandatory to be a member for any certificate exam." I replied "but don't you need the membership in order to take the exam? I remember I paid like $500 for it." PMI replied "No. That was exam fee."So I went ahead and cancelled my membership. The support agent did not indicate any expiration or time limitation on my exam eligibility because I paid the (quite expensive) exam fee.I went to go schedule the exam today, but I learned that I am no longer eligible to take the exam. Apparently my eligibility expired in May 2023.I was never warned of this expiration. I feel deceived because I contacted their support team to verify that I would still be eligible to take the exam. That would have been a very good time to mention the exam expiration! But they didn't mention it at all.I do not feel this is a fair business practice. Especially at this high of a price, they need to make it MUCH clearer that there is an expiration on eligibility.Life gets in the way sometimes, and I had not been able to dedicate the time and resources to studying for this exam until now. Had I known there was a time limit, I would have acted differently.Now I am feeling very scammed because I spent $500 on absolutely nothing. Deceived because they didn't just let me know about the exam expiration.Thank you for your help and attention to my concerns.
Business Response
Date: 02/07/2024
From: ***** ****** <*****.******@pmi.org>
Sent: Wednesday, February 7, 2024 4:34 PM
To: ***************************************
Cc: *********************** <**********************************************;
Subject: PMP Exam Eligibility - PMI ID# *******

Hello *********,

Your most recent inquiry to the Better Business Bureau (BBB) was forwarded to me for review and response.

I am very sorry for the frustration that you faced while exploring options to sit for the PMP® exam. Each candidate whose submitted application is Accepted by PMI is provided a one year eligibility in which they may sit for the exam for a maximum of three attempts.

Please review the Certification Handbook to familiarize yourself with the processes and protocols required to obtain the certification.
************************************************************************************************************************************************************************************

Also, the topics that can be covered on the exam are listed in the Exam Content Outline (ECO). ************************************************************************************************************************************************************************

At this time, please submit a new PMP application. Kindly note that each project that you led needs to be documented individually. Please provide a one to two sentence summary of the purpose of the project and then complete the description with details of how you led and directed.

You will not need to complete an additional 35 hours of professional education but please note that the exam content may have changed since you completed these courses.

Once your application is accepted, please contact me and I will request that the funds you submitted for your prior application be transferred to the new application.

Again, I am sorry for the inconvenience of the situation and wish you the best in your credentialing journey!

Sincerely,

***********************
Product Specialist III
*******************************************
***************
************, *** ET (GMT-5)
www.pmi.org

PMI Culture Values: Make it Easy | Aim Higher | Be Welcoming | Embrace Curiosity | Together We Can
Initial Complaint
Date:01/31/2024
Type:Order 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.
On Jan 2, 2024, I bought the "Project Management Basics - An Official PMI Online Course" from PMI. This course, designed for CAPM® certification, was based on PMBOK® Guide – Sixth Edition. However, on Jan 31, the course was updated significantly to the PMBOK guide - Seventh edition without prior notice. PMI initially assured me of an automatic update due to my recent purchase. Unfortunately, on logging in, there was no update, and PMI stated that repurchasing was necessary. Having completed less than 25% of the outdated course, I feel misled and am requesting a refund to repurchase the current version. I paid $428.00 on January 2, 2024. I've attached my receipt, course description, and PMI Chat Discussion.
Business Response
Date: 02/01/2024
From: ***********************
Sent: Thursday, February 1, **** 3:56 PM
To: ******************
Cc: *********************** <**********************************************;
Subject: CAPM eLearning - PMI ID# *******

Greetings *****,

Thank you for taking time today to speak with me in regards to your most recent inquiry to the Better Business Bureau (BBB).

As we discussed, I apologize for the frustration your experienced both reviewing the materials and during your request for a full refund. This is not the level of service to which PMI aspires!

At this time I have requested that a full refund of the fees paid for the prior course be refunded to you. Also, within the next 2 3 business days the new course will appear in your Courses Library section of your myPMI dashboard.

Again, I am sorry for the service you received and wish you the best on the exam and all of your future endeavors!

Sincerely,

***********************
Product Specialist III
*******************************************
***************
Pennsylvania, USA ET (GMT-5)
www.pmi.org

PMI Culture Values: Make it Easy | Aim Higher | Be Welcoming | Embrace Curiosity | Together We Can
Customer Answer
Date: 02/01/2024
The Project Managment Institute contacted me and resolved the issue with a refund.
Thank you,
*****************************
Initial Complaint
Date:01/31/2024
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.
All Transaction Info (ie, date of purchase, order number, amount, etc.) is in attachment. Course did nothing to prepare me for the exam. I complained and requested a refund because the products poorness was egregious. They refused and one of the representatives acknowledged that the course material I paid for was outdated, and me that on 01/31/2024 my course material would automatically update with the new exam prep that was actually relevant to the exam. I asked why would you take my money then if you knew the course material was outdated? I still tried to get a refund. They again refused and told me to wait until today--where again, I was told that my course material would automatically be updated. Today, my course was not updated. Representative told me I was given misinformation and would have to pay another $400 for the new course. I showed her the screenshot of the misinformation I was given, and she said I was told wrong information. Horrible customer service. The worst treatment I've ever received from a testing company, and I've taken the ***** passed the ***** Series 6, 7, 66, Life and Health, Property and Casualty...no course material has ever been so different from the actual exam in terms of subject matter, structure, etc. I would like either a full refund of my $400 or for what I've already paid for to be applied to the new course since that is what I was told. I have to retake this exam and this debacle with PMI has set me back two weeks now.
Business Response
Date: 02/02/2024
From: *********************** <**************************>
Sent: Friday, February 2, 2024 10:25 AM
To: *************************
Cc: *********************** <**********************************************;
Subject: CAPM eLearning - PMI ID# *******

Greetings *********,

Your most recent inquiry to the Better Business Bureau (BBB) was forwarded to me for review and response. I have attempted to reach you via phone but have been unsuccessful.

I apologize for the frustration you experienced both with the content of the PM Basics course and the subsequent service you received while attempting to obtain the new course (released on 31 Jan 2024). This is definitely not the level of service to which we aspire!

The PM Basics course provides an excellent foundational level of project management knowledge and covers a significant portion of the CAPM® exam. The newest additions to the Exam Content Outline are Agile Frameworks and Business Analysis. Please review the resources available at ****************************************************************************** the most up to date information.

At this time, I have requested that you receive a full refund of the original course you purchased. In addition, the new course will be available to you free of charge in the Courses Library of your myPMI dashboard.

A new eligibility will be provided so that you may schedule a new CAPM exam appointment at no charge to you.

Please allow 3 5 business days for the refund, to receive access to the new CAPM prep course and to the receive the notification via email that you may now schedule an exam appointment. We sincerely appreciate your patience at this time.

Again, I am sorry for the service you received and the inconvenience of the situation! I have asked that all communication between you and PMI Customer Care be reviewed internally to ensure that we improve in any manner that we can.

We wish you the best on your exam and in all of your future endeavors!

***********************
Product Specialist III
*******************************************
***************
Pennsylvania, USA ET (GMT-5)
www.pmi.org

**I Culture Values: Make it Easy | Aim Higher | Be Welcoming | Embrace Curiosity | Together We Can
Customer Answer
Date: 02/02/2024
[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,

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

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