Complaints

This profile includes complaints for National Testing Network's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  National Testing Network

  3101 111th St Sw P Everett, WA 98204-3590

• 

  National Testing Network

  9423 N Division St Spokane, WA 99218-1228

• 

  National Testing Network

  4624 16th St E Ste A7 Fife, WA 98424-2664

• 

  National Testing Network

  18700 SE Mill Plain Blvd Vancouver, WA 98683-9322

• 

  National Testing Network

  18720 33rd Ave W Ste 200 Lynnwood, WA 98037-4754

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:04/18/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had received an email from National Testing Network inviting me to schedule an exam date for a local fire department position I had applied to. I was surprised to see the offered online testing, which was much more convenient or me than traveling an hour to the nearest testing site. A booked a virtual test at the soonest time slot available which was, shockingly, only an hour and a half after I received this email inviting me to schedule. I was excited to be able to take the test so soon and to be able to do it online. I confirmed my computer had met all the requirements before booking. Shortly after I booked the virtual test for $65, I received a confirmation email with more detailed instructions with a link to verify my system will be able to test. I clicked the link and the sample video provided would not play. There was no option on the screen to troubleshoot and I could not continue to the next screen without verifying the sample video worked, which it did not. All of this was within 30 minutes of booking the test and less than an hour until the scheduled exam was to begin, giving me insufficient time to troubleshoot why the video wouldn't play on my system. I should have not been able to book this exam so close to the start time with hurdles like this existing. Additionally, the system verification link should be provided and required before payment. I have requested to reschedule my exam and was told to repay the $65 and book a new exam date.

  Business Response

  Date: 04/18/2025

  Hello,
  
  
  Regarding the recent complaint, the individual in question purchased their exam at 8:48 AM PT, with a scheduled exam time of 10:00 AM PT. Our policy requires candidates to log in to the kiosk 30 minutes before their exam to perform necessary system checks. As indicated in the "prepurchase instructions" screenshot, the complainant confirmed they met all requirements and had reviewed and understood the virtual testing instructions via the provided link before completing their purchase.
  
  
  The virtual testing instructions, also provided in the "Virtual Testing Instructions" screenshot, clearly state that users should download and test the kiosk software, with instructions on how to access the system, even without an existing account.
  
  
  The complainant contacted us via email at 9:30 AM PT, instead of contacting our phone or chat support. It's important to note that we do not offer same-day rescheduling. All candidates agree to our rescheduling policy, outlined in the Terms of Use accepted at checkout, which prohibits reschedules within seven days of the exam.
  
  
  We advised the complainant of the standby option, detailed in the virtual testing instructions, should they gain access to a compatible testing device. Additionally, we offered the option to purchase a new in-person exam, consistent with our Terms of Use agreement accepted during the initial transaction.

   

  Given that comprehensive information pertaining to system requirements, kiosk operation, testing procedures, scheduling policies, and our refund policy was available and accessible to the complainant prior to their purchase, please note that we will not be issuing a refund, as the company is not liable for instances in which instructions were not followed or that the complainant's personal device was not compatible. 
  
  

  
  

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23222731
  
  I am rejecting this response because:

  The ability to book a test date the same day as that very test, but not be able to reschedule or refund it for any reason is in and of itself predatory. My system did meet all the requirements as it is running the latest MAC OS with an up to date Chrome application. Kiosk did tell me to close all background applications which I successfully did and when I proceeded to the next screen, the test video would not play, I could only move on from that screen if I selected the video was splaying, which it was not. On no part of the Kiosk system did it advise me what to do if the video did not play. Lastly, the link to test my system was provided in the booking confirmation email (attached). At this point, I am not seeking a refund, I would only like to sit for an in person test and forego any potential technical issues without having to spend another $65, which I have already spent on a service I did not receive. 

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:04/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up to take an exam from home. I downloaded all software and conducted a check to verify my computer was able to proceed. When I logged on to take the test, the screen said to wait. After 20 minutes, I contacted customer service but got no response. *********************************************************************************************************************************** to take. I was logged in and prepared over 40 minutes before my scheduled start time. I would lime a refund for the original test fees.

  Business Response

  Date: 04/02/2025

  Hello, 

   

  The complainant was scheduled to take their exam today 4/2/25 at 0600am PST. Support does not open until 06:00am PST, this is listed in our contact information on the website and can also be seen in the provided screenshot I've attached labeled as such. Furthermore the virtual testing instructions state that a candidate must log in to the kiosk 30 minutes prior to the start of the exam, per the exam logs there was no kiosk log in attempt on today's date and the last attempt was an assumed test from the complainant on 4/1/25 as can be seen in the screenshot of the Kiosk log I've also attached. Per the kiosk log, no login attempt was made today for their exam, chrome was not started, nor did they complete the pre-requisites such as screensharing or testing agreement in order to launch the exam. It appears that the kiosk was never launched on the complainant's end today, we would urge them to review the virtual testing requirements ensuring their PC is compatible, that they have the latest version of ****** Chrome installed, and has a stable internet connection all of which is outlined in the virtual testing instructions which is provided when selecting virtual testing, and is always listed under the *** page on our website for review. I've attached screenshots of these instructions for reference, as well as the terms of service the complainant agreed to upon purchasing the exam stipulating all testing related fees are non-refundable. The complainant did later reach out to support earlier today and was informed of their option to complete a standby exam, as is stipulated as well in the testing ***. If the complainant's equipment is not compatible, their best option would be to purchase an in person exam if they wish to continue the application process. Each virtual testing session has approximately ************* at a time, if the issue was on our end there would have been other affected users in the same session, of which they were not. As the log suggests it appears the complainant did not successfully launch the kiosk today in order to make their exam. 

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23151767
  
  I am rejecting this response because:

  their response was incorrect   I logged in, and ran the diagnostic test   I was told the test was completed   I okd the screen share and followed all instructions   I sent the help desk request at 540, when the screen didnt allow me in   I was signed in to send the help request

  If they offer a 6am test, and require you to log in by 530am, which I did, then they should provide tech support at 530am   Not offering tech support until after the test has begun and I have been removed from the testing doesnt work   
  

  I was logged in, and the kioske was open and verified   They didnt offer me the test they charged me for   They should refund my money

  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 04/02/2025

  Hello, 

  As stipulated in our prior response with screenshots included, the kiosk is showing it was not successfully launched. The system logs all logins, it would then state that it is starting chrome, and follow up with requesting to system the system, as well as screensharing, identification, and awaiting *******. If the complainant did not reach the ******* screen as is outlined in the *** and prior screenshots they should have followed the link in the *** for the Virtual Testing System Help page. I've attached additional screenshots of this, as well as where it stipulates twice in the instructions that *** nor the Proctors provide technical support. I've attached the Terms & Conditions as well for reference to the refund policy; as the issue was not on our side and the complainant's personal device/browser/settings would be at fault for failure to launch.  

• Initial Complaint

  Date:04/01/2025

  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.

  3/25/25 date of transaction $119.99 *********** committed a fair chance to complete a virtual exam if I followed all the required guidelines and preparations, I followed them to a "T" but my exam was cancelled with no explanation, and I wasnt given a fair opportunity to complete the test. I reached out and they said because I had zoom downloaded on my computer. None of that is explained in the guidelines.Additionally according to their website and the guidance provided it stated "many other technical issues" (See below). This does not adequately help candidates prepare for the exam, making it impossible to anticipate or prevent such issues. "If the ******* suspects cheating or sees any unauthorized materials in the exam room, they will end your exam. The ******* will also end your exam if you physically leave the room. There are many other technical issues that can arise that may require ending your exam. Contact support if your virtual exam has been exited early"I should also note they do, do an extensive job of outlining the requirements later in the prep process. but never does it solely state your exam will be cancelled for having the zoom application.I want to clarify that I did not engage in any wrongdoing, and at no point were any restricted applications opened during my exam session. They do not offer refunds because of company policy decision so that is why I am reaching out.

  Business Response

  Date: 04/01/2025

  Hello, 

   

  Regarding this complaint, the complainant signs and agrees to terms & conditions prior to scheduling their exam and agrees they understand they must meet the requirements for virtual testing as listed in the instructions provided before the exam and are readily available for reference at any time via the *** page on our website. I've attached screenshots directly from these instructions that stipulate your exam will be stopped if any third party/restricted programs run during the exam. Virtual testing is offered at a convenience, however must be conducted in a controlled environment as in person testing would commence. As we at *** have no control over the complainant's personal PC or the programs and settings installed or running on it; the burden of responsibility to ensure no third party programs are running or are set to auto update/auto-run in the background processes prior to the time of the exam. In this instance the complainant had the program "Zoom" running on their pc which began 24 minutes into their exam. This likely occurred in the background, but as our policy states, any and all third party/restricted applications will result in your exam ending. The complainant is free to reapply and purchase a new exam, and we urge them to test in person to avoid any further issues with their own personal equipment and settings. 

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23145590
  
  I am rejecting this response because:

  I carefully read and followed all the provided instructions and guidelines, so if I adhered to every requirement, how is it possible that Zoom was running? Is there any evidence to support this claim? From the start, it was clear the ******* was in a bad mood and didnt seem to like me. While I cant know her motives, is it unreasonable to think she may have made a mistake or even acted unfairly toward me?
  
  Thank you for your time. Sincerely,
  
  ******** *******

• Initial Complaint

  Date:03/21/2025

  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 logged in to take a test with the National Testing Network. I logged in and did everything exactly as they told me, 35 minutes before my test was supposed to start. I waited for the ******* to show up so I could begin my test. Yet at 9:05 the portal shut down and indicated to me that I was marked as a no-show. I contacted the support center. They are blaming me for a no-show despite the fact I did exactly everything the kiosk told me to do. I closed all running applications including WhatsApp. I shared my screen twice and checked the microphone. I uploaded a picture of my ID. All the checks were cleared and then I was put in a waiting room, waiting for the *******. I was waiting for more than half an hour and the ******* didn't show up. At 9:05 approximately it marked me as a no-show despite doing all the processes and waiting for the *******. I would not been able to get to that waiting part if I didn't pass the previous checks to see if everything worked. Now I'm being charged an additional 25 dollars and have to take time off to take the test. The company that administers the tests, the National Testing Network failed to present a ******* and is trying to shift the blame onto me, charging me to take another one. The answers as to why I was marked as a no-show are not valid:1- The excuse of having a software whatapp on the background is not valid since I disabled it. The testing platform doesn't allow to proceed if the software is running in the background. 2- Another excuse is that I didn't activate the sharing screen mode. This is also untrue as I had to do so to proceed into the waiting room. 3- These 2 excuses do not address the main issue which is that the ******* did not show up for my exam. Supposedly the ******* cancels the exam if any issue is found but he didn't show up at all.I would like to escalate this and have an exact time of when the ******* showed up and the 25 dollars refunded.Thank you very much.

  Business Response

  Date: 03/24/2025

  Hello, 

   

  The complainant scheduled their exam appointment on 3/20/25 to be taken on 3/21/25 virtually. The candidate did log in on time, however they did not clear the third party applications from running in this case it was RzChromaStreamServer.exe/n; until 1:07pm PDT, thus preventing the system to be able to run the scheduled exam at the designated start time of the exam in which was 1pm PDT. As is outlined in our virtual testing instructions which candidates are instructed to review prior to scheduling their exam virtually, is located in the *** at all times on our website, and in the instructions candidates receive via email after purchase- third party applications cannot be running on your pc in order to successfully test. The terms of service and our *** also states that if you do not make it into your exam, you have the opportunity to utilize the standby exam function for an additional fee, or purchase a new exam. I've included screenshots of all this information directly from our website, and the terms of service in which the complainant agreed to prior to completing the transaction order of the exam. We reset the account for the complainant and escalated a request to be reinvited to the department job they had applied for so that they could schedule a new exam. This was successful and they tested in person at a test center today. 

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23098937
  
  I am rejecting this response because:

  The exam that I am talking about is the first one. I have attached my purchased history where you can see several payments for 3 separate tests. You can observe the emails I sent as well. They were for the one at 9am PST. They were for the 1st exam. I was forced to purchase the exam 2 more times. Yet I am talking about the first exam that included ****************** and ******************** PD. During that first exam I was waiting patiently for the ******* to show up but he never did, rather I was just marked as no-show. (for more details please refer to the previous email). When taking the exam a second time, I asked the ******* why didn't anyone show up for the first round and he told me occasionally the system doesn't work and on their end it doesn't show that the applicant has entered the lobby. *** can verify the system to see that I was logged in since 8:25 am (35min before the exam). Normally, as I later experienced a ******* shows up and asks for you to do a 360 degree turn to show your surrounding, then proceeds to re explain the rules. This is before you even start the test. This did not occur during my first run of the test and resulted in me losing the $60 dollars for the test + $15 to send it to another police department. I understand that these things happen with computers and servers online. I am not judging that. Rather I would like the company to assume responsibility for their mistake, just as I did when I purchased the test a 3rd time, where I was personally responsible for that mistake. Thank you very much for your consideration. 

  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/26/2025

  Hello, 

   

  The original test date was 3/21/25 at 9am; the complainant did log in on time, however at 8:48am a restricted process: "DETECTED_PROCESSES":"WhatsApp.exe/n was open in their system, and was informed of such via support when they placed a call to support in regards to this issue on 3/21/25 around 9:15am (15 minutes after the start time for the exam) as per our policy as is outlined in the screenshots and text from our previous response, the complainant would be require to purchase a standby exam or if they choose to test in person, a new exam. In my previous response as the complainant experienced this issue again with the application "DETECTED_PROCESSES":"RzChromaStreamServer.exe/n" on their standby exam at 1pm on the same date. *** offers virtual testing as a convenience, however our testing instructions are quite clear that you will not be able to test on the kiosk with extraneous programs running. These instructions are provided prior to purchasing a virtual exam, after, and are always availaible in the virtual testing *** on the website. Furthermore the complainant agreed to the terms and conditions prior to purchase which stipulates the aforementioned that if they do not make it into an exam for any reason they will have the opportunity to utilize standby or purchase a new exam, and that all testing related fees are non-refundable. In short, we have no control over someone's individual pc or the programs and settings they have installed and running on it. Virtual testing is a convenience but must be conducted in a controlled environment as in person testing would be, it is the burden of the applicant to ensure they have followed the virtual testing instructions and ensuring no third party sites/programs/files are running on their pc or set to auto-update. As is stipulated in our Terms and on the *** neither candidate support nor our proctors provide technical support. 

• Initial Complaint

  Date:12/24/2024

  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.

  On December 13, 2024, I purchased an online test from this company. I am in the National Guard on active duty orders, so I cannot take any in-person tests. Before and on the test day, I tested my computer and ensured it would work correctly. On the test day, I could not complete the first section before the test stopped loading. my support Ticket # **************** was submitted only minutes after the ******* recommended I do so. When I did support told me to purchase an in-person test instead simply and after confirming that there would be no refunds even for technical issues. they confirmed I would have to pay full price for a new test. Even when the failure was beyond my control, and not in my system.

  Business Response

  Date: 12/26/2024

  Hello, 

  The complainant had attempted to test at 9am PT on 12/24/24. The test encountered many issues not on ***'s side as if there was a system wide issue all other examinees would have encountered the same issue. Per the logs the complainant lost connection and "left" the exam 19 times. This is indicative of a connection issue on the complainant's home network. As is outlined in our terms of service and on our *** which is agreed to by the complainant when they sign up to test, all testing fees are non-refundable. *** does not have any control over a candidate's personally owned equipment, nor the network they choose to test on. I've included screenshots directly from the *** in which outline that a stable network is required to be able to complete testing, home and/or work networks are not supported. Additionally it is outlined that *** does not provide technical support for issues pertaining to third party equipment. We reset the exam so that this complainant would be able to purchase another exam in order to continue in the application process, we recommended in person testing, we are not requiring it. It is a recommendation to remove any external factors that affected their ability to test. National Testing Network is not liable for issues pertaining to third party equipment or networks. 

  Customer Answer

  Date: 12/26/2024

   
  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.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:11/17/2024

  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.

  This website is obviously designed by a third party that takes advantage of government agencies and the people seeking to work for them. This company preys on people by offering no ability to alter check-outs or reschedule (for an online test?), nor does the site itself operate properly as locations chosen to apply often disappear constantly during the checkout process. What does that mean for the company itself? More money as it does not let a candidate add locations once you have checked out; you have to pay for all new testing for the new location regardless if you have not tested or not. If this site isn't the definition of predatory practices, I don't know what is.

  Business Response

  Date: 11/18/2024

  Hello, 

   

  The complainant contacted us hours before submitting this complaint via our support team email having trouble scheduling their exam on 11/17/24 at 10:51AM in which we responded at 11:03AM with the instructions on how to schedule the exam. The complainant never followed up with any additional questions regarding scheduling or adding adding additional departments after we had submitted response. All information regarding rescheduling as well as adding departments is listed in our website *** as well as the Terms & Conditions they are required to agree to prior to checkout. This complainant successfully scheduled their exam for 11/22/24, as outlined in our *** they can add any available departments prior to their test date even after checkout. After the test date they can add any new departments that get added up until their score expiry date which is 1 year from the date of the test itself. Additionally our reschedule policy is listed, candidates are able to reschedule their exams themselves online if they are at least 7 days in the future, if the exam is less than 7 days in the future the ability for this is not possible on the candidate's side, nor do we typically allow it however exceptions can be made and reschedule assistance can be given by contacting support for assistance. As outlined in our policy in the terms agreed to prior to checkout all testing fees are nonrefundable. I've included screenshots directly from our terms as well as the *** on our website to further demonstrate this information has all been outlined. 

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22568291
  
  I am rejecting this response because:

  There is no "career path" button and no "add departments button." If they exist they are very well hidden.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 11/19/2024

  Hello, 
  
  As outlined in the screenshot "11-18-24 How to add a department" it specifies to add jobs to your application you need to log in to your account and click on the "add Departments for (your career path) button. The parenthesis indicates what your career path would be. If you're applying for a Firefighter position it would show **************** for your Firefighter application." Which I've tested and was able to locate directly on the homepage as soon as we've logged in. I've also included a screenshot of this. 

  Customer Answer

  Date: 11/19/2024

   
  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.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:10/01/2024

  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.

  What was supposed to be an advantage for the customer ended up becoming an unnecessary headache. Ticket ****************, date of the test, 1st attempt September 30nd, at 10am, it was my fault because I didn't realize the detail of having to use a headset that wasn't Wi-Fi, I ended up wasting time looking and was disqualified for it, I thought there could have been a little more empathy about it, as it was 9:43am when I was disconnected, There were still 17 minutes left for the real exam to start, but that's okay, I could have prepared better, so I just paid for the reschedule for the next day. 2nd attempt, October 1nd, at 1pm; Already more prepared and having seen all the details of the exam, I performed the test 5 times, with no problem or pending issues with my laptop, I went online at 12:20pm, I was in the waiting line until 1:08pm when I was attended, after checking the audio and microphone, the employee said there was something that could be causing a problem, I informed her that I had checked 5 times before, And she asked me if there could be some kind of program that was open, I said that none of them were, but I could check, she asked me to wait a moment while she would be offline and then return, I waited more than 10 minutes, until my test just disappeared from the screen. VERY FRUSTRATED AFTER THE SECOND UNSUCCESSFUL ATTEMPT, I entered the *** website and saw that once again I was there like NO SHOW. I called support right away to make a complaint. It's not fair, not only for the money invested, but for the disorganization that this inconvenience causes, to take a day off, organize schedules, wait in line for more than 40 minutes, to have your day ruined in less than 1 minute, without the right to the chance to retake the test at the same time or day. It wasn't my mistake the second time, yet I couldn't appeal immediately. I believe that if I had scheduled the exam in person, it would have been more effective and much less stressful.

  Business Response

  Date: 10/02/2024

  In review of this complaint and the associated complainant's account, I can confirm the complainant is accurate where the initial exam could not be completed due to not having wired headphones available, which is clearly listed in the virtual testing instructions the candidate agrees they are compatible with virtual testing for prior to booking the exam, as well as is sent via email once the exam is booked, and is always available on the faq on our website which I've included in the attachments. The instructions also state there are no refunds for testing related fees and if a candidate does not make it into their virtual exam for any reason they are able to take advantage of the standby option for an additional fee, in lieu of booking an entirely new exam at full cost. The complainant chose to move forward with the standby option, a standby is not a guaranteed time slot, it is as specified "standby" so if there is an opening or someone else does not show up for the exam they are allowed into the waiting room. On the second attempt which was their first standby attempt they did not make it into the exam due to a restricted application of what's app being open on their pc, which is also against testing regulations as outlined in the instructions, the portal cannot launch with a restricted application running. They reached out to support and support advised them they needed to clear the restricted application in order to take part in the exam. As they did not make it into their first standby exam, they were able to take advantage of their existing standby (no additional fee as standby is a one time fee) and on their second attempt at standby on 10/2, they again had another restricted application with notepad being open on their PC and were unable to test. The listed amount the complainant includes the testing fee, all of the applied to departments, and a separate practice test which is unrelated to the exam itself. As specified in our Terms of Service, and on the *** the complainant agreed to prior to booking the exam, all exam fees are non-refundable, and NTN is not at fault for the complainant not having the correct equipment (headphones) and the extraneous programs they had open on their personal computer. We have reached out to this complainant and offered to refund the $25 standby fee as a one time exception however. It is recommended that if this complainant is struggling with testing virtually due to their own device and the programs on it, they should consider booking an in person exam.  

• Initial Complaint

  Date:09/05/2024

  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.

  Date if incident 6:00AM 9/05/2024. National Testing Network is a 3rd party testing site for government jobs, the position I was applying for (firefighter) requires me to test thru them. They have an option for in home testing thru a computer. As a single father who works graveyards this was my only option due to child care. Before testing is done a system check is required to make sure everything works on my end such as audio and visual. I successfully completed this the previous day to make sure everything worked as well as the day of. You can only get to the ******* page if everything works. While waiting for the ******* he says he cant hear me with the wired headphones I have (wired headphones are required). I unplugged and plugged them back in I could hear him, he stated he still couldn't hear me. I even tried Bluetooth headphones (even though I know wired were required, but the ******* had Bluetooth headphones on and thought maybe it would work) and they still could not hear me. I was marked as a no show and customer service is saying it is my fault that I should have made sure my equipment was in working order but the only way I could have got to the ******* screen is if all my equipment was functioning properly. I was marked as a "no show" even though I was present and early and now being told that if I want to retest that I have to pay again. I believe this is unfair due to me being blamed my equipment wasn't functioning when it was and passed all of their system tests. I'm missing out on an opportunity to work as a firefighter and paid for something I was told I'm unable to get refunded. This was the only day I was able to test for the firefighter position so essentially I lost out on an opportunity for a new job and also out the money I paid that I could use for other essential needs.

  Business Response

  Date: 09/05/2024

  Hello, 

   

  The policy is outlined clearly under the virtual testing FAQ which is sent to candidates after purchase of the exam, as well as always available on the website. I've included attachments highlighting the various points covered. 

  Working wired headphones are required, you cannot test with wired headphones. 

  A working webcam with working microphone is required. It is possible the microphone output was not working, or was assigned to the headphones which could have not been working and would require a change in computer settings. 

  If you are no showed for an exam, you have the opportunity to take the standby option for an additional fee, or repurchase the exam. 

  National Testing Network does not offer technical support on individual issues; an error with audio output on one's individual device or it's settings are not the responsibility of the company but that of the owner of the device/candidate. 

   

  A ******* needs to be able to hear a candidate for the check in process and throughout the exam, this was unable to be completed as the candidate's microphone was not working. We can confirm this was an individual issue as a virtually proctored exam contains multiple candidates as would an in-person exam would. No other candidates in the same session experienced this issue. 

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22243238
  
  I am rejecting this response because:

   

  I was not a no show, I was present. I had working wired headphones. The *** has system requirements in order to test, in order to get to the ******* a systems check on my end as far as computer and working headphones is required. If there was an error on my end I wouldn't be able to reach the ******* area. Are you saying that your systems requirement page doesn't work? I checked twice, both times the camera function worked and the audio portion did as well, lighting up when I was prompted to talk. 
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 09/17/2024

  Hello,

  The virtual testing instructions state clearly that you must have working wired headphones to complete the exam. If the ******* cannot hear you or vice versa you would be unable to test as you were unable to complete the check in process and are required to be able to communicate with the ******* throughout the exam. I've again attached where this is listed in the *** which you would have confirmed prior to scheduling the exam that your system was compatible, these instructions are also sent along with purchase, and are always available on the website ***. A no show doesn't mean one did not arrive it just is a system flag that you were unable to test at the start of the exam for any reason, in this instance the complainant swapped between wired and wireless headphones prior to the exam the audio to the ******* wasn't functioning up to the exam start time. As is stipulated in the terms of service, all testing related fees are non-refundable, if a candidate is marked no show they have the opportunity to schedule a new exam or take advantage of the standby system. This was not an issue caused by our service but the equipment owned by the complainant, we are not liable for third party equipment. 

• Initial Complaint

  Date:07/25/2024

  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 paid additional money ($50) to reschedule my National Counselor Exam (NCE) because I am a caregiver . I was very DISAPPOINTED about my experience at the testing center. ****** (******* Vue Testing Employee who filed my complaint after her observations in this matter as well) was very apologetic for my experience. ****** apologized for my testing experience, She indicated that all employees as they walk you back should indicate to raise your hand if in need of a bathroom break or if any disturbances around us.She stated that she heard the noise disturbance at which time she asked him to stop. He continued to make the noise when she left.She stated that he also her loudly that he had to pee and he was finish with his test.*PLEASE KEEP IN MIND THAT ALL OF THIS IS HAPPENING WHILE I AM TRYING TO CONCENTRATE ON MY TEST WITH TME RUNNING OUT.He made noise the whole test. He also clicked his pen and kicked his desk making a loud noise. I waited to be seated for my test it was so busy that I had to wait for someone to finish there test. It was full capacity at the center, I tried to use the noise cancelling headphones but they did not help with his noises. I tried to raise my hand once and no one saw me. I thought he would stop the noise and I never assumed that a testing center would allow such noise as you have audio and video surveliance. He did not even listen and follow the rules after being told. I should not have to keep stopping my timed test that requires concentration in a Professional Testing Center. I definitely would have passed this exam without these distractions. I was only 3 points away from passing my exam. ****** (employee) asked that I request that they give me a break with my exam in this matter based on my experience. She filed a complaint and told me to call as a follow up , however no one answers despite several calls and messages. The telephone number is **************.I am asking that you please assist in this matter.

  Business Response

  Date: 07/26/2024

  National Testing Network is not affiliated with Vue Testing Center nor do we offer exams for counselors, I don't believe this is a complaint regarding our company. We specifically work with public safety candidates, our exams are for Law Enforcement, Firefighters, EMTs, and ********* Communications. I've included a link to our website for confirmation. 

   

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

   

   

• Initial Complaint

  Date:05/19/2024

  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.

  On April 25th I was scheduled to take a virtual test due to this was the only slot that wasn't filled that fit within my work schedule. It was scheduled for 1600PST (I'm EST so it was 1900EST). I work on a farm so sometimes we have some really long days as farmers tend to due. My boss knew I had to be out of work on time for this but due to unforeseen events that day, we ran a little late. Mind you, I went into work early to avoid this happening but still ended up with almost a 13 hour work day. I rushed home and logged in as fast as I could BEFORE the scheduled start time but after the 30-minute recommended window. I have a background in software so I'm pretty familiar with Windows. Plus, as of this point I had already previously logged in successfully and followed the instructions. Now, I attempted to start the program, which it didn't like several programs installed, so, I had to uninstall several. Which, if we're being honest here, the program should be a lot better for the size of this company. It could just block all incoming programs during runtime and many of these login problems would disappear. I found out the program didn't like ************* Player, which after thorough investigation on my end, I found out that Windows installs TWO versions of this on PC's, a new 'Media Player' and a 'legacy' version. BOTH have to be uninstalled. I called support and they were of no help. They confirmed I did attempt to login at least seven times with the media player issue. After solving the problem, I had already been marked a 'no-show' by the *******. I called support and pleaded with them. This was the only time I could make work and we are a single income household, I support my wife, 2 children and we have a 3rd on the way. The support person I talked with literally did not care at all and tried to get off the phone as quickly as possible. Now, the deadline to apply for the job I have been so excited for has passed because NTN refused to have morals. This is wrong.

  Business Response

  Date: 05/20/2024

  As explained in the correspondence via email with our team, as outlined in the virtual instructions given when the complainant purchased the exam, and on our FAQ page which I've attached as a reference to to this complaint under "Virtual Testing Instructions"; NTN support agents are not technical support therefore we cannot help you with removing programs from your computer. As also outlined in the testing instructions and in the terms of service (also attached) candidates are expected to log in ***** minutes prior to the exam start time, and should be logged in and ready with clearance for check in 15 minutes prior to the exam time. The complainant logged in only 7 minutes before the scheduled exam time; at which point they then experienced a problem with extraneous programs (windows media player) running on their personal device which prevented them from launching the kiosk, completing the testing agreement, and checking in with the *******. All of these items need to be completed prior to the start of test which is why that timing expectation is listed and referenced in all correspondence the complainant has received since prior to booking the exam, the instructions also specify they need to close all open programs in their systems tray, disable any firewalls, and fully restart the ** prior to launching the kiosk. Had they logged in sooner at the timeframe we specified in the instructions they may have been able to get the issue resolved in time to make it into the exam. NTN not liable for instructions not being followed, or for programs running on someone's personal device, this is a risk taken when someone chooses to test virtually as there are limitations to personal equipment that NTN does not have control of. 

  Customer Answer

  Date: 05/21/2024

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

  Customer Answer

  Date: 05/21/2024

  The screenshot attached is taken directly from the *** website. Any reasonable person would read and comprehend this as technical support. When I talked with one of the staff members during an initial call, they informed me that most people that call in do not have any computer literacy whatsoever. Thankfully, I have a background in software and I was able to figure out the problem without the help of ***. The fact that you are forced to run an incredibly archaic program by *** but are not provided any support whatsoever to run the program is downright immoral and bad business. Merriam ******* lists the definition of fraud on their website as such: intentional perversion of truth in order to induce another to part with something of value or to surrender a legal right. Given the fact that the website gives the appearance of providing support but does not provide actual support, coupled with the already incredibly poor BBB rating and Glassdoor reviews on this company, I am convinced this company is already aware of this problem and intentionally does not fix the problem because they can count on this as an additional revenue stream. If this program could be confusing for someone like myself with a background in software, what is happening to others who might have similarly gone through this same situation? I was told by multiple staff members including a supervisor that the only way I could retake the test was to re-purchase another test for the same fee. Because of this situation, I've lost my chance to apply for my dream job.