Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/29/2025

  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.

  I schedule to take my real estate exam in ****. I read through everything and prepare for weeks. As I enter my exam Im told that my ID wont work. In **** you are issued a paper ID that is to be used until you get the physical ID in the mail which takes up to 21 days. This is supposed to be as valid as the physical ID. It can be used at banks, airports, and through the government. But I guess *** is above all those things. Their employees are rude and not empathetic at all. So they wont let me take my test with my id they also say I will be losing my fee as this is my fault. How is it my fault you don't accept a valid ID? I want to speak to someone higher up and have this fee refunded. Also I want to share this information so nobody else has this issue. My broker had never heard of this happening. The *** tech support specifically ****** is very rude and condescending.

  Business Response

  Date: 08/05/2025

  Thank you for your feedback and sharing your concerns.
  We recognize that paper IDs may be accepted in other settings such as banks or government offices; however, for exam security and identity verification, only the physical ID is permitted. Failure to present an acceptable form of ID unfortunately means you cannot take the exam as scheduled, and the registration is invalidated.
  Thank you for your understanding.

• Initial Complaint

  Date:07/27/2025

  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.

  This is more of a test taker beware than anything else, as I have the applicable board in my state looking into this organization as their test provider. Do not use PSI if you can at all help it- but definitely do not trust their online ******* option. I scheduled with *** to take the online Contractor Class A Exam at 6:30 pm on Friday, July 25th. Arrived on time, completed ****************, got through the General portion, was making great time. Started the Advanced portion- with 7 questions left and 29 minutes remaining the ******* paused the screen, said they couldn't see me, brought in tech support, and that ******* left - tech support couldn't get them to respond, all while leaving my test running in the background. By the time tech support was able to get me back into the test with a new *******, I had 5 minutes remaining to answer 7 questions. They said they could not help me, could not add time back, that their ******* severely messed up and to call back in 24 hours. I called Saturday morning at 9 am and was told they know the ******* messed up my test, they would do an investigation, my test was captured and they were reviewing the recording and to call back in 24 hours. I called Sunday morning at 9:31 a.m and was told there was a record that I needed tech support but not why and my test was gone, that I would have to retake the entire exam, but they can't allow me to reschedule because my test is still locked- the one that is allegedly no longer there. I was told they could open an investigation but it might take 2-5 business days for a response (which I was told the day prior the investigation was already open). She then hung up on me when I requested that I speak to a manager. This is completely unprofessional of a company and it is hard to believe that this is the only option that **** is allowing- DPOR is supposed to make sure people are competent and adept at their professions but uses such an unprofessional testing company.

  Business Response

  Date: 08/05/2025

  Thank you for bringing this to our attention. We regret the technical issues and miscommunication you experienced during your exam. Please note that your concern has been reviewed, and you have been assisted in rescheduling your exam. We appreciate your patience throughout this process.
  
  

  Customer Answer

  Date: 08/11/2025

  
  
  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:07/25/2025

  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.

  Was not able to access the *** testing module (despite having done the precheck - I didn't have admin privs on my work computer to stop our security from running in the background). I called for help - they told me to try to go home on my personal computer and take it - then they wouldn't let me because my login had expired. I'm on my 4th ticket now, no way to reschedule, and have to "keep calling for updates" (they won't reach back out). Overall, the test is WAYYYY easier than the process. **************** is a joke - I needed to take the test today and they won't let me reschedule until I get an update (that I have to call in for periodically) in "2-5 business days". They wouldn't even let me take the test in the remaining time (I had about an hour left of the 2 hours allotted). Nothing good to say about this experience - wish there was another company to go through. Avoid ***.

  Business Response

  Date: 07/31/2025

  Thank you for reaching out and sharing your experience.
  For future reference, we highly recommend using a personal computer that is not issued by an employer or organization, as firewalls and security settings on work devices often interfere with the *** testing software. This is a common cause of access issues, even when a system check passes.
  You can review the full system requirements here:
  **************************************************************************************************
  We regret the inconvenience caused and are working to improve the candidates experience.

• Initial Complaint

  Date:07/12/2025

  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.

  I was approved to take my online esthetician license theory exam after the ******* had verified my location was approved and not one else was in my room and I was alone. I have dyslexia and need to whisper /read to myself to work out a question. After a few questions in, my test was immediately terminated stating that I can talk to myself. The rules state you are not allowed to conversate with anyone but there was no one in the room. My test was wrongfully terminated and I now have to wait 30 days before I can take the test again and pay all over again. No warnings were given, my room was cleared and approved by ******* prior to testing. I was talking to myself. No where in the rules does it state you talk to yourself so you can hear yourself think. I would like my test reinstated so I can take it and not have to wait the 30 days. This isn't right and I did nothing wrong,

  Business Response

  Date: 07/23/2025

  Thank you for reaching out and sharing your feedback.
  Weve checked that you have been assisted, and your exam has been rescheduled.

  Customer Answer

  Date: 07/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

   

  They did nothing to resolve the issue.   Yes I am rescheduled, I did this on my own.  The 30 days is still the same decision made originally.  No acknowledgement to the damage they are causing to my claim. 
  
   
  Regards,
  
  ****** *******

  Business Response

  Date: 07/31/2025

  Thank you for your message. We acknowledge that you have rescheduled your examination, and we wish you the best on your next attempt. Please note that talking, whispering,or mouthing words is not permitted during the exam, even if you are alone. This is a strict security measure designed to maintain the integrity of the testing process. Our proctors are trained to monitor for any behavior that could be interpreted as a breach of protocol, including self-talk, and are authorized to pause or terminate the exam if such activity is observed.
  If you require accommodations due to a condition such as dyslexia, these must be formally requested and approved prior to your test. For assistance, you may contact us at ************************************.
  Thank you for your understanding.

  Customer Answer

  Date: 08/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:07/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Yesterday evening I attempted to take the ******************* and Documentation Exam online, at home, with ***. My experience with their secure browser was beyond infuriating. During the 2.5 hours that I was able to take the test, I experienced 5 disconnections from their side. This means I had to rescan my environment and verify 5 times, nearly every 22min like clockwork. I started my check in process at 4:15 and when I took my break at 8pm, the test timer was at 1h 40min (from 4h) remaining. Nearly 2 hours of that 4 hour window was dealing with technical issues from their side. It was maddeningly disruptive. The most infuriating part of the whole examination experience was that when I returned from my break, I had a message that my exam was terminated because of a violation! I was not given any reasoning, nor was I able to get in touch with the ******* to get an explanation. I was told by tech support (Ticket numbers *******, *******, and *******) "Sorry, there is nothing we can do, you need to talk to NCARB." I do not know how or why there was a violation. I feel scammed, frustrated, confused, and completely disenchanted with this testing *******. To be *****, something like this should have never happened, they are a flimsy company if these kinds of things can occur. When I took my other tests with the ProProctor secure browser, I never experienced anything like this. I need a resolution.

  Business Response

  Date: 07/18/2025

  Thank you for sharing your experience with us. We want to let you know that weve escalated your concern and have coordinated an internal review of your exam session, including the technical disruptions and the termination message you received.
  We understand how disruptive and frustrating this experience was, and we are taking it seriously. Our team is currently reviewing the session details and working to determine the cause and next steps.
  Well follow up with you as soon as we have more information. In the meantime, if you have any questions or additional details to share, please feel free to reach out to us at ************************

• Initial Complaint

  Date:02/17/2025

  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.

  02/03/2025 Removed from proctored exam and refuse to refund.First exam which I was removed from was $52 and $52 for having to reschedule.

  Business Response

  Date: 02/28/2025

  Thank you for reaching out to us and sharing your detailed experience. We sincerely apologize for the challenges you encountered during your online proctored exam and the subsequent issues with our customer service. We understand your frustration and the impact this has had on your testing experience.

  To better assist you and address your concerns, please reach out to us via email at *********************** along with following details:
  
  Candidate Name:
  Exam Confirmation Number:
  Email Address used upon registration:
  Name of Exam:
  Any specific details about the technical issue with the exam or the proctoring:

  We apologize again for the inconvenience youve experienced and appreciate your patience as we work to address this.

   

  Customer Answer

  Date: 03/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I have made countless attempts at communicating with PSI directly. I have been refused and told I had no other options. I do not feel having to go out of my way for a 6th time is a fair solution to this ridiculous issue. I have tried and tried with no care, respect, or concern. I do not feel it is any longer my responsibility to reach out to them. As I have already done so on several unsatisfying occassions.
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:02/12/2025

  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.

  I scheduled two tests with this company. It's required by *********************************. I looked everywhere for information regarding testing as it was to be an online proctored exam in both instances. More than two days before the exam I attempted contact. Through their contact us portion of their website as well as the email listed. There was no phone number listed nor could I find one via ******. Under my test that were scheduled The tutorial video was for on-site testing. I sent multiple emails and requests for contact and never got a reply. Finally, the day of my test when I was allowed to go into the test pre-launch there was a ***. The *** said nothing about having a physical copy of an ID or a physical copy of pre-exam certifications as no one in this field receives a physical copy of their pre-exam certifications as everything is done online. The first day I was scheduled February 11th at 5:30. I was never instructed to be there by 5:00 though I was apparently. You are considered absent if you do not click launch 30 minutes before though you are not able to click launch prior to that and the *** states you must be there within 15 minutes of testing time. They would not take my digital ID told me I would have to pay a $50 retesting fee and also pay $50 for the test again. I asked if there was anything else I needed as I had an exam tomorrow. They said no. I obtained my driver's license and had it for the ******* at which point they asked me for a physical copy of my pre-exam certification. I told them I did not have a printer as I was taking this at home and could I go somewhere to print it and they told me no. So though I was there on time and had everything necessary by their policy, I was counted absent both times and I'm supposed to pay $200 to retake my tests when I have already paid $100 to take them.

  Business Response

  Date: 02/21/2025

  Thank you for your feedback. We have coordinated the concern with the relevant team for validation.

• Initial Complaint

  Date:08/16/2024

  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 took my ********** ***** Broker (Real Estate) exam on August 6th. Per their handbook they will deliver the results to ********** Department of Licensing within 3 days. It is now 10 days later and they still have not released my results. I have called them 3 times and each time they tell me that a "ticket" was just submitted today and I have to wait 5 days. Why was it not submitted the first time I called? No one is doing what they say? This is unacceptable. I paid them my money to take the test now they should do their part and release my results. ********** ***** should look into doing business with a more reliable company. I will be making a complaint to the state as well.

  Business Response

  Date: 08/21/2024

  This has been coordinated with the relevant team for further investigation. We will reach out to the testing candidate for updates.

  Customer Answer

  Date: 08/21/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  This is a generic response. Every time I call this is what they say. It doesn't resolve my issue.
  
  
  
  Regards,
  
  
  
  ***** *******

  Business Response

  Date: 09/02/2024

  Upon checking, the test result of the testing candidate has been sent to the state.

• Initial Complaint

  Date:05/18/2024

  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.

  PSI TESTING EXCELLENCE states in their advertisement that ALL test for Journeyman Electrician will be conducted, as of October 1, 2023, based off information found in the 2023 NEC Code book. When you go to their AUTHORIZED testing centers they are still testing only on the content found in the 2020 NEC, which has resulted in many candidates FAILING multiple attempts at the exam. I contacted the testing facility and was advised by the person in charge of the test that PSI has been advised of this issue and has not done anything to correct the issue. The handbook given to every candidate as to what is allowed and on the test and material that needs to be studied is information only found on the 2023 NEC CODE BOOK, yet they are being tested on content that they are not required to study. 2023 NEC BOOK AND 2020 NEC BOOK are totally different , as codes have been revised, rewritten or all together done away with and others added on, therefore making it difficult for candidates to even have a fair chance in passing the exam. In essence they are setting up candidates for failure and every time the exam is FAILED the candidate is required to pay $78.00 US dollars in order to take it, unknown to them that they will FAIL again because it is the wrong test they are taking. As of right now, I've invested well over $400 dlls over all between exams and " study guides" payed to PSI. On top of that , in their study guides they don't offer the 2020 NEC study guide as it was discontinued after October 2023.

  Business Response

  Date: 05/27/2024

  Thank you for your feedback. We have coordinated the concern with the relevant team for validation. Rest assured that we will contact the testing candidate for updates.

  Customer Answer

  Date: 05/28/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  
  
  
  Regards,
  
  
  
  ********** ******

  Business Response

  Date: 06/04/2024

  We appreciate sharing your thoughts. In accordance with the Candidate Information Bulletin, it has been stated that the examinations will be referenced to the 2023 NEC Code Book.

  Customer Answer

  Date: 06/04/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  
  
  
  Regards,
  
  
   Christoban Ruedas

• Initial Complaint

  Date:04/18/2024

  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.

  Company in Question: PSI Testing
  
  I took a Real Estate Broker Examination (State portion) on 03/28 and passed the exam. Those results are supposed to be sent to the Department of Licensing in Washington within THREE days of passing, fast forward almost a MONTH later and they STILL have not been submitted. I called PSI customer service, and not only did they not speak English, but they also promised a 48-hour window for results to be submitted and told me to 'just wait' as I will get an email which still has not arrived. I have called the DOL multiple times, and they have told me that it is out of their control.
  
  At this point, I have PAID PSI $250 to take this exam and they have not submitted my results as they were required too and have not had a single bit of communication to me as to why.
  
  I would like my results submitted and my exam fee refunded.

  Business Response

  Date: 05/02/2024

  We have coordinated your concern with the relevant team for resolution. We will contact you to provide with an update.