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:02/12/2024

  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.

  We scheduled a 2 exam for 2/11 the WI Casualty and Wi Property insurance licensing. We say waiting to the test proctor for 45 min past the testing time and no one showed up. We called the customer support number given to us via an email and emailed them with no response. We proceeded to call Monday, wasting 10 hours of our time attempting to receive a refund or reschedule. They refused and insisted that we did not show up. We emailed screenshots of the computer screen, along with email and call log. To be told they were not sufficient. The company was also very rude one of the customer service managers told us “it was not his fault, that we should’ve just taken the test.” Then hung up. Many of them refusing to escalate the call to management or supervisors. We have now had to pay again to schedule, the exam again as it is required by law to work in insurance.

  Business Response

  Date: 02/16/2024

  We value your feedback and take it seriously, and we are committed to improving our services based on customer feedback. 
  We highly suggest the testing candidate to reach out to us via email at *********************** along with following details:
  
  Full Name:
  Email Address used upon registration:
  Exam Confirmation Number:
  Name of Exam:
  Date of Exam:
  
  Please be assured that we will do everything we can to address your concerns and provide a better experience in the future.

• Initial Complaint

  Date:02/09/2024

  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.

  Monday Jan 29th I tried to take a test.. Their expectations for the test taker was not clear, and when they gave me different expectations (once i downloaded the test), it was too late to do anything about it. They're saying I have to re-pay for the test even though It was their fault I wasn't able to pass the test the first time. Now they're denying me my right to speak with representation from our own country. the man named Ndumiso said he won't be helping me because the issue i had wasn't something he was willing to transfer me to someone else about. I wasted 6 hours on hold with this company. Please, If you can avoid using psi to take a test, do everything you can to stay away.

  Business Response

  Date: 02/16/2024

  We understand that you may be frustrated with the service you received, and we apologize for any inconvenience caused. We value your feedback and take it seriously, and we are committed to improving our services based on customer feedback. 
  If you need further assistance, please email ***********************.

• Initial Complaint

  Date:01/30/2024

  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 have received confirmation from the Board of Montana that they sent the Certification of Residential Appraiser confirmation to this company to retest for this test. PSI will not allow me to retest, and they will not allow me to confirm that they did indeed receive this from the State of Montana. I just want to take my test and give them my $99 but they refuse to confirm that the board did send them my confirmation to do so.

  Business Response

  Date: 02/05/2024

  PSI will contact the testing candidate to assist with scheduling.

• Initial Complaint

  Date:01/22/2024

  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.

  Scheduled a PA Property and Casualty Exam on 1/3/24 @7 am with PSI and the proctor did not show up. Tried to call the number provided by PSI for support and there was no answer. Finally called technical support after searching online and was given a ticket number. Supervisor was to call back and never heard back from anyone. Scheduled a second exam and all worked fine. Did not pass so I needed to schedule another exam. Scheduled exam for 1/20/24 @ 10:30 pm. Took the exam with a proctor until approximately 12:25am. When taking the exam, I had completed all 160 questions. Once completed, the exam stated I had only completed 16 questions out of the 160 and all screens closed. I had no chat box for the proctor and I have not received a score. Called and received two Ticket numbers that night/morning and called again on 1/22/24 and received yet another ticket number while it is being researched. My job is dependent on this exam. The only thing I have received or have been able to retrieve is the "rescheduling " link. PSI is not taking any accountability or actions to help me. These exams are recorded. I am not scheduling another exam until I know what happened and if I passed.

  Business Response

  Date: 01/26/2024

  
  The testing candidate has rescheduled the examination.

  Customer Answer

  Date: 01/29/2024

  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,
  
  
  
  ******* ****

• Initial Complaint

  Date:01/16/2024

  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 the real estate brokers exam 11/17/2023, after coming out of the exam I should have received my result straight away, instead I was given a number to call and was told they would email my result within 24 hours. It's now 9 weeks later and over 20 calls, all in my calendar. No one seems to be able to give me my result. 2 weeks ago I was finally allowed to speak to a manager, but she has still not solved the problem. In the mean time I am missing opportunities to earn a living, I am very upset and frustrated as there is no end in sight! Please help.

  Business Response

  Date: 01/26/2024

  PSI will send the score report to the testing candidate.

  Customer Answer

  Date: 01/29/2024

  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. You will see from the document the calls I have made to PSI where they have told me that they will send me my score, and still I have nothing, I also sent an email to a  customer service specialist, who responded 01/04/2024 saying that she would get back to me once she had sorted the matter, and despite several emails back to her I have heard nothing since that email. Her name was Darla W*****. I cannot trust these people to do what they say they will do. I appreciate any help with this most distressing matter, as I paid over $200 for this service.
  
  
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  
  
  
  Regards,
  
  
  
  ***** ****

  Business Response

  Date: 02/05/2024

  We sincerely apologize for the inconvenience. We have coordinated the concern with the relevant team for validation. Rest assured that we will contact the testing candidate for updates.

• Initial Complaint

  Date:01/11/2024

  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 have been a licensed Real Estate Salesperson in Maryland for many years. Recently I moved from Maryland to Virginia and filed an application for a VA real estate salesperson test with PSI. I called PSI many times and filed formal application on November 7th. I have waited for over 2 months and have never received a response from PSI.
  
  PSI is the only source for this test. I need to take and pass this test to make my business going on.
  
  Thanks.

  Business Response

  Date: 01/17/2024

  The testing candidate has been assisted and scheduled for the examination.

• Initial Complaint

  Date:11/13/2023

  Type:Customer Service 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 screwed over on my test because they booked the incorrect test, which I drove 2 hours to get to and I need to be reimbursed for this. So first off that needs to be taken care of. Second, I have brought this issue to MULTIPLE peoples attention and have been told it would “be taken care of” which has been a blatant lie. Now, I have NEVER been able to access my online PSI account. When I called about this, I was told to just schedule everything by calling the call center. So I did this, well when I went to take my first test - I noticed my social security number was not accurate. 2 numbers are switched around… I was only able to create a password to my account - when the information was entered I had to tell someone OVER THE PHONE. This was entered incorrectly. when I told the examiner about this she informed me that it would get fixed no problem. This never happen so I reached out again and was told AGAIN it would get fixed. Well, guess what that never happened. So I call again and am then told that it cannot be changed and that my account must be deleted and I have to start COMPLETELY over. This is NOT an option for me. 1, I would have to spend SO much money because of a mistake that PSI made. This is not ok, I was put on with a supervisor and he told me the same thing. This is not a SOLUTION. this is not ok. You guys are messing with people’s livelihood and this has to get taken care of now. I know for a fact there is someone who can fix this. I’m sick and tired of being told “I will call you back” because this NEVER happens. No one follows through. No one at this call center has a CLUE what is even going on as I am told completely different information EVERY single time I call. I just need this fixed.

  Customer Answer

  Date: 11/15/2023

  
  Hello. I was finally able to get ahold of the vice president of the company and they have FINALLY taken care of my situation thank you for your help! 
  

  
  

• Initial Complaint

  Date:10/17/2023

  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 finished all the necessary steps to take the GA real estate salesperson exam through PSI. However, I still could not schedule an exam. I called customer service several times and they all told me they did not have my information in their system.
  
  I contacted my real estate academy and they confirmed that I'm registered in the Commission portal as being completed. I even received the confirmation email from PSI saying that "Your eligibility for the GEORGIA Salesperson Examination has been approved." If they does not have my information in their system, how could I receive the examination confirmation from them in my email? I asked them the questions, I got no answer. I called so many times and nobody can help me. I sent so many emails and got no response. People are not taking exam for fun, people are working hard to live a life. Please don't ignore our hard working people.

  Business Response

  Date: 10/24/2023

  We will contact the testing candidate to assist with the scheduling.

• Initial Complaint

  Date:09/24/2023

  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 orderd and schedueld a test with the testing center for an online proctored test (09/06/23 at 10am). I did all that was required on my end to set up and be ready for the test. The day of the test came and I was on the website 30 mintues before. 10am came and went. I reloaded my screen multiple times and my test never started. I called customer service and got sent around mutiple times. I was told it was an issue with their webpage. I found out that I was on the correct page all along but wasnt given a prompt to "launch" the test. I asked to be reschedueld and not be charged since it wasnt my fault for the website not to work. I was told they would send it to thier manager and I would be contacted in 3 days or so. I never heard back and they never repsonded to my emails. I took screen shots of my confermation and emails. I had to rechedule my test and am out $75 for a test that I never took. I am just looking to get my money back and get past the issue

  Business Response

  Date: 10/04/2023

  
  The testing candidate has rescheduled and completed the exam. 

  Customer Answer

  Date: 10/04/2023

  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.
  

  The test was rescheduled because I paid for the exam again NOT because they rescheduled me or reimbursed me for the first test that I wasn't able to take because of an issue with their system. 

  I'm still out $75 for the frist exam

  
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  
  
  
  Regards,
  
  
  
  ***** *****

  Business Response

  Date: 10/11/2023

  We apologize for the inconvenience caused. We have coordinated this concern with the relevant team for further validation. We will contact the testing candidate for feedback/updates.

  Customer Answer

  Date: 10/20/2023

  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.
  
  It's been 15 days and I haven't received any email or notice of the company trying to reach out to me. The claim is still unresolved.

  I will continue to reject the "resolution" until I get my $75 or have the fee waived for my next exam. That is the only way to resolve the issue.

  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  
  
  
  Regards,
  
  
   ***** *****

  Business Response

  Date: 10/24/2023

  We will contact the testing candidate to assist with rescheduling.

• Initial Complaint

  Date:09/08/2023

  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 scheduled an online real estate exam for July 22, 2023 at 9 AM. I spent the first 45 minutes trying to appease the proctor that I was alone had a table to take the test. I spent probably 15 minutes trying to hold up my drivers license for her to see to the point of my arm becoming fatigued.
  I was told prior that I would be permitted to use a standard calculator for my test. The proctor told me I could not use it and I had to go put it in another room. She said that there would be a calculator on the testing screen.
  I begin my test with constant interruptions from the proctor insinuating that I was doing something wrong. When it came time to do a math problem, I was unable to locate a calculator on the screen. She said I would have to call tech-support. My test was paused and tech-support wanted to completely end my test, because apparently my calculator was being covered up by my face in the screen, I told him I would just do the math on paper and pencil. The proctor said this would be fine and spent the next 10 minutes showing her all of my paper and pencil. As soon as I started to get working on a math problem, she would interrupt me and say that she couldn’t see my eyes in the screen I explained I could not be looking up at the screen and looking at my paper to do my math problems at the same time. This did not stop her from constantly interrupting me. Needless to say, I did poorly on the test as I was so upset and put under stress from all the interruptions and wrote to psi. They said to call a number which I have done three times. Last time they said it was escalated to management and somebody would email me after reviewing the entire test. I’ve never heard back from anybody. I think I should be able to retest for free at a Testing Center. I have requested this during each of my correspondence. I feel like I have thrown away my money on the education I needed to do this. And the money I spent on Testing .

  Business Response

  Date: 09/15/2023

  We have coordinated this concern with the relevant team for further validation. We will contact the testing candidate for feedback/updates.

  Customer Answer

  Date: 09/15/2023

  Better Business Bureau:
  Psi has been telling me this same response since I first called. They would not correspond with me via email or letters only by phone calls. They repeatedly have told me they will review the case and get back to me but never do.
  
  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: 09/21/2023

  We apologize for the challenging experience you faced during your online real estate exam on July 22, 2023. We understand that the proctoring process was not as smooth as we aim for, and this led to a stressful situation during your test.
  Upon reviewing the exam recording and the chatlogs, we can confirm that at timestamp 24:35, there was an issue with accessing the calculator. Our proctor advised you to contact tech support and temporarily paused the exam to address this concern. However, you opted to use pen and paper for the calculations and proceeded with the exam at timestamp 61:37.
  Regarding the interruptions you mentioned, the chatlogs indicate that the proctor did not interrupt your exam in any significant way. We understand that the situation was stressful, and we're here to ensure a smoother experience for any future exams you may take.
  We appreciate your understanding and patience as we work to address this matter and ensure a better experience moving forward.

  Customer Answer

  Date: 09/22/2023

  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 response does not in any way compensate me for not being able to perform the test in an environment suitable. As far as the calculator goes, the test was paused while I called the technician and that technician was going to completely end my test because he said I needed to run a check on my computer. I ran the check before I started the test, so did not wish to end it. I had very limited days and times to be able to take the test and could not afford to have it canceled. I was advised I could use a pencil and paper and that’s what I chose to do. It’s only a small part of the constant interruptions for every little thing that led to me not performing on the test as I should have I request a refund so that I can go to a Testing facility to take it again. 

  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  
  
  
  Regards,
  
  
  
  ******** *******