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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:01/28/2024
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 purchased the *** online school CAPM Certification. The website does not record the required continuing education hours required as a pre-requisite for taking the cert. test. I have tried refreshing the page and using assorted browsers without result! The png file below shows a completed module, BUT the platform does not recognize it as complete.
Business Response
Date: 02/02/2024
From: ***********************
Sent: Friday, February 2, **** 9:36 AM
To: ********************
Cc: *********************** <**********************************************;
Subject: CA** eLearning = **I 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 when progressing through the ** Basics course. The course provides an excellent project management foundation. However, a new course was released 31 Jan **** and will be made available to you free of charge. Please allow 3 5 business days for the course to appear in the Courses Library section of your my**I dashboard.

Also, as requested a refund will be processed for a full refund of the ** Basics course. These funds should appear within 7 10 days in the account through which the original purchase was made.

Again, I am sorry for the service you received and the inconvenience of the situation!

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

Sincerely,

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

**I Culture Values: Make it Easy | Aim Higher | Be Welcoming | Embrace Curiosity | Together We Can
Initial Complaint
Date:01/21/2024
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.
On or before April of 2023, I applied to take the exam preparation and PMP test from the project management institute. $799 dollars were paid for the exam prep, and $575 dollars for the test, once I finished the exam prep, I received and email telling me that my account had been audited, and that I didnt meet the eligibility to take the test, so I was not allowed to take the test, that happened over 30 days since I had paid, so according to their refund policy, since it had been over 30 days, they cannot offer refund. I keep applying to take the test but they keep denying it, so I cannot take the test nor get my money back.
Business Response
Date: 01/30/2024
From: ***********************
Sent: Tuesday, January 30, 2024 11:40 AM
To: **************************
Cc: *********************** <**********************@pmi.org>
Subject: PMP Application - PMI ID# *******

Greetings ****,

I am sorry to hear of the challenges you faced when applying for the PMP® certification.

Kindly note that when applying please list each project on which you performed as the project manager individually. Description should include a one or two sentence synopsis of the purpose of the project. Please indicate then how you led and directed the actions as the project manager through the life-cycle of the project. It appears that in prior applications all activity has been summarized under one heading.

At this time a refund has been processed as requested.

We wish you the best in 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: 01/30/2024
[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,

***************************
Initial Complaint
Date:01/15/2024
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.
My paid for the test was in the middle of it when it shut off the prompter never did send me a retake or anything so that extends even though I reported the issue.
Business Response
Date: 01/29/2024
From: ***** ****** <************@pmi.org>
Sent: Monday, January 29, 2024 1:39 PM
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 you successfully completed the *** exam on 11 Jan 2023. Your current renewal cycle is 11 Jan 2023 through 10 Jan 2026. At this time you have not claimed any PDUs towards your recertification. As a reminder you will need to complete 60 PDUs and pay the corresponding renewal fee to remain certified past 10 Jan 2026. You may find additional information about how to renew here: *******************************************************************

We consider this matter closed at this time.

Please let us know if we can be of further assistance!

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
Initial Complaint
Date:12/31/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This course is supposed to prepare you for the PMP Certification. The course provides extremely little information, however. It will have words typed in bold, but provide no definition or examples. The course simply gives random scenarios that other project managers have encountered, and then asks you which solution you believe is best. It provides no knowledge base with which to make these determinations. Many of the questions involve terms and ideas that were never even included in the "course." I want my money back so that I can purchase a prep course that includes information.
Business Response
Date: 01/02/2024
From: ***** ****** <************@pmi.org>
Sent: Tuesday, January 2, 2024 9:45 AM
To: *******@*****.com
Cc: ***** ****** <************@pmi.org>
Subject: PMP Exam Prep Refund - PMI ID# *******

Greetings ***,

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

I sorry to hear that you were not satisfied with the content of the PMI® Authorized On-demand PMP® Exam Prep course. The concepts and topics covered are meant to reinforce those found on the PMP Exam Content Outline (ECO).

Also, please note that the course is just one means by which a candidate can prepare for the exam. Additional resources are PMI Study Hall, a review of the 10 most cited sources that are used to develop questions and instructor led prep courses.

Currently your PMP application is in a ‘pending’ status as you have not documented the 36 months of leading and directing projects that is a requirement to sit for the exam.

If you do not have the required experience you may want to consider the Certified Associate in Project Management (CAPM®) which provides an excellent foundation for future project leadership.

A refund for the course has been requested. The funds should appear in your account in the next 5 – 7 business days.

Again, we are sorry that the course did not meet your expectations and wish you the best in your project management journey!

Sincerely,

***** ******, CSPO®
Product Specialist III
************@pmi.org
** *** *** ****
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: 01/04/2024
[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,

*****************
Initial Complaint
Date:12/26/2023
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.
Date: Cost: $452 paid for o PMI for CAPM And wasn’t told this didn’t include exam registration. Delayed the exam due to Covid. I didn’t even using this course to complete the 23 PDUs and now they are asking for an extra $300. I believe I should be credited or exam cost waived and the current exam doesn’t even reflect the 2020 course content offered in the course. I am now ready to write the exam but an extra $300 feels like false advertising or with held information, especially given the course had no expiration
Business Response
Date: 01/03/2024
From: ***** ****** <************@pmi.org>
Sent: Wednesday, January 3, 2024 10:32 AM
To: *******@*****.com
Cc: ***** ****** <************@pmi.org>
Subject: CAPM Exam Fee - PMI ID# *******

Greetings ***,

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 you faced while preparing for the CAPM® exam. As a customer courtesy, PMI® has provided a free exam for you.

To schedule your exam, please log into your myPMI dashboard and select the Schedule Exam option.

Please let us know if we can be of further assistance and best wishes on your credentialing journey!!

Sincerely,

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

PMI Culture Values: Make it Easy | Aim Higher | Be Welcoming | Embrace Curiosity | Together We Can
Initial Complaint
Date:12/25/2023
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.
On November 30, 2023, I registered for the PMP qualification exam through the PMI official website www.pmi.org and completed the PMP exam in Hong Kong on December 14, 2023. The next day, I received an email from PMI notifying me that my exam results were cancelled. However, I worked hard to learn project management knowledge before the exam and did not commit any irregularities during the exam. There is also surveillance video at the exam center to prove it. After two appeals to PMI via email, it was still decided to cancel the test results. PMI did not provide effective evidence of violations, so I think PMI’s decision to cancel the results was unreasonable. I am now applying to file a complaint against PMI, hoping to get a refund of US$555 or have my test scores reinstated.
Business Response
Date: 12/27/2023
From: *********************** <******************************>
Sent: Wednesday, December 27, 2023 9:28 AM
To: *******************
Cc: *********************** <**********************************************;
Subject: PMP Exam - *** ID# *******

Greetings ******,

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

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. PMI® 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, PMI 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 PMI Certification policy. As stated in the PMI Certification Handbook,

“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 candidate’s score may 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.”

To obtain PMP certification, candidates with security failures must retake the exam at an in-person test center at their own cost.
Sincerely,

***********************
Product Specialist III
Customer Answer
Date: 12/27/2023
[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: ********

I am rejecting this response because: I don't approve PMIs answer. Reasons: 1. There were no violations during the exam. The monitoring of the test center can prove that I took the exam in person and not on behalf of others; 2. During the exam, I highlighted, struck through, and drafted the test questions. There is also an analysis process of my calculation of the questions, which can prove that I am doing the questions seriously. If it is judged as a violation just because I have good grades, it is only because I have studied PMP knowledge seriously before the exam and did not obtain the questions in advance. I hope that the $555 will be refunded or my test scores will be reinstated.

Regards,

*******************
Initial Complaint
Date:12/20/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My PMI membership was renewed on May 2, 2023 (order #***********). The total was $149.00. When I went to renew my PMP certification today, there were two prices $150 for non-members and $60 for members. I contact PMI and talked to 2 agents to explain that I had my membership fee paid and should be charged $60 to renew. The first agent hung up our chat, and the second agent continued to insist I wasn’t a member. I went ahead and paid the $150 today to keep my certification current.
Business Response
Date: 12/21/2023
From: *********************** <****************************@pmi.org>
Sent: Thursday, December 21, 2023 5:11 PM
To: ***********************
Cc: *********************** <***********************@pmi.org>
Subject: PMI Membership & Credential Renewal - PMI ID# *******

Greetings *****,

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 you faced while renewing your PMI membership and subsequently your PMP credential.

Our research indicated that you had established two separate PMI ID#s. Your membership was renewed under the first, *******, however, your PMP was bestowed under the second, *******.

To correct the situation we have merged the two records with the membership now being associated with *******. Also, you will receive a refund of $90 for the fee difference for your CCR renewal fee that you submitted. Please allow 5 7 business days for the funds to appear at your financial institution.

Again, we apologize for any inconvenience that this situation has caused. Please let us know if we can be of further assistance!

***********************
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
Initial Complaint
Date:11/30/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I find it sad I have to go to these lengths to get someone to speak to me or help me with an urgent issue. Considering the PMBOK teaches that communication is of utmost importance. I have never in my life paid for and worked harder for an exam than the CAPM I was not allowed to take this morning. My proctor could not effectively communicate with me. I am assuming English was not his first language, I signed up to take the exam in English and expected that the proctor/moderator would be able to communication within the context of my chosen language. My proctor not only called me through my computer but indicated in the chat that I needed to answer my phone before the exam. The prompt on screen indicated "proctor may call you." I was then told to put my phone away while being asked to answer it. This is clearly an attempt by ******* *** to invalidate my exam attempt. My exam was terminated before I even saw 1 question which I have been preparing for months. I am in a state of disbelief that the PMI who teaches "fairness honesty respect and responsibility" not to mention ETHICS has a relationship with and relies on ******* *** as (the sole provider) to compete its certifications. I feel this requires immediate examination as I am not alone in this complaint. Other online resources share similar horrors stories from test takers having their exam revoked for erroneous reasons. I am sad to say that PMI needs to review its teaching and improve its communication channels and value system. I still want to take the exam but will never consent to an examination in the virtual environment ever again. Please address this issue immediately. I will not be exploited for your financial gain. I am not a product. I am a customer, I am a stakeholder in your organization and my value is exponential. I feel duped by ******* *** and disappointed that the organization to which I belong is aligned with them.
Business Response
Date: 12/28/2023
Tel candidate on 12/8/2023 and apologized about situation.

Explained that he would receive a free retake exam, not have the original exam count against his 3 attempts and extend his eligibility three months.

Retake and eligibility extensions have been processed.
Initial Complaint
Date:11/06/2023
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 was kicked out of a CAPM test for leaving the testing area. I had not started my test yet. My computer screen stated to start test click next. The rules stated you cant leave the testing area once the test starts. Before I started my test I went to get a cup of water. After returning I sat down clicked start the test and was immediately contacted by the proctor over chat. They asked if I had started my test. I told him I am just starting now. My test closed out and the screen said I have been removed for leaving the testing area. This was on a Sunday so there was no one to communicate with. I contacted customer service for PMI who promptly passed the buck to ******* *** (whom I will be writing a complaint on next.). I never paid any money to ******* but somehow I have to communicate with them on the matter. The customer service is very lack luster and I am disappointed. Furthermore the website states you get 3 attempts within 1 year but it didn't say that each attempt has a $150 to $200 charge. I am pigeon held at this point and have to pay the money to retake the test. But I wish I would have followed all the negative reviews about this company and testing. They were accurate and now I am adding to the reviews and complaints. Buyer beware find another testing system. All the PMI test have equivalents at better companies. The outsourced and automated customer service is the worst. Not to mention the 3 to 5 day wait to answer 1 question. I will be sharing this complaint to every review and complaint site I can find.
Business Response
Date: 11/06/2023
From: ***********************
Sent: Monday, November 6, 2023 4:53 PM
To: ********************
Cc: *********************** <**********************************************;
Subject: CAPM Exam - PMI ID# *******

Greetings *****,

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

I am sorry to hear that you were unable to complete the exam. Kindly note that once greeted by a Proctor you must remain in the webcam view throughout the exam. The only exception to this is when the proctor is notified that you have begun the allowed 10 minute break.

Please review the protocols that support PMI certifications. This information can be located in the Certifications handbook.

As a one-time customer courtesy, PMI has provided a free retake of the exam. Please allow 24 48 hours for this update.

Once complete, you may log into your myPMI dashboard and select Reschedule Exam.

We wish you the best on 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
Customer Answer
Date: 11/07/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** ****
Initial Complaint
Date:10/24/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On October 9, 2022, I applied to PMI, purchased a membership, and paid an application fee. The total was $482.29. I started studying and scheduled the exam. Unfortunately, due to multiple life challenges and extreme workloads, I was forced to postpone the tests a few times. The last exam was scheduled for August 24, 2023. I was in a tight work schedule. I didn't feel ready to take the exam. When I tried to cancel the exam to take it another day, I was informed to pay $70.00. I paid $70 without knowing that the exam eligibility would be forfeited within 9 days. I reached out to PMI to see if I could receive some kind of credit since I was under the impression that the $70.00 helped me extend the exam time. When I reached out to PMI, the representative informed me I should have asked them for 90 days extension when I canceled it. There was no way of knowing that. $482 +$70 is not a small amount of money for me. PMI took my $500.00+ without any valuable service at all. I don't think it is ethical to take someone's money for no service provided.
Business Response
Date: 11/17/2023
From: ***********************
Sent: Friday, November 17, 2023 10:43 AM
To: ******************
Cc: *********************** <********************@pmi.org>
Subject: PMP Exam - PMI ID# *******

Greetings ********,

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

We are sorry to hear of the challenges you faced while scheduling your PMP exam. I have requested that you be refunded for the $70 rescheduling fee and this should appear at your financial institution within 3 5 business days.

Also, the application that you submitted on 23 Oct has been reopened for your edits. Once you have completed documenting each experience leading and directing projects individually, you can select the Submit button.

When you are notified that your application has been accepted, you will be able to sit for the exam for free. The funds submitted earlier will be applied to this application.

Again, I am sorry for the lack of clarity when contacting PMI and we wish you the best in your credentialing journey!!

Sincerely,

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

PMI Culture Values: Make it Easy | Aim Higher | Be Welcoming | Embrace Curiosity | Together We Can
Customer Answer
Date: 12/02/2023
Thank you for the response. I am satisfied by the response. Please put me as Customer Satisfied.

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Project Management Institue, Incorporated

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Project Management Institue, Incorporated is NOT a BBB Accredited Business.