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

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

• 

  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

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

• Initial Complaint

  Date:04/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 16th, I scheduled to take a virtual exam at 10am. I was logged into the system to take the exam at 9:20am, where I followed all instructions and was instructed to download a software called "Kiosk", in order to test. After running all computer test the system was asking me to complete, I was unable to log into the actual software. The software failed and would not administer my test. Immediately at 10am, the system locked and marked me as a "no show". Throughout this entire time, I called customer support and could not reach anyone, and finally at 10am, someone answered and said he could reset my account for me by sending a link to my email and that should help facilitate the Kiosk startup. After the customer support sent a reset link, the software began to work, however, the supervisor *******, would not reissue a refund or tes credit and said I would need to repay the fee of $46 to test, however, my "invite" to test was already expired so there was nothing I could do either way. I did not authorize a payment to be made for a test that I was not given. I need a complete refund.

  Business Response

  Date: 04/19/2024

  Hello, 

   

  The candidate was late to the exam due to not loading the kiosk in time resulting in a no show. This candidate did not reach out to support regarding their issue loading the kiosk until after the start time, and did not get into the exam until 14 minutes after the start time, and were offered virtual standby in which they did not want to pay the funds for; we do not have the ability to waive the standby fee in an instance of instructions not being followed. The candidate reached out to support via call and an email ticket and stated they were logged into the system working on the pre-required paperwork up until the exam start time, and stated the instructions stated they did not need to log into the kiosk until the start time, which  is not the case; the instructions clearly state the exam is not taken from their candidate page that they must download and run the kiosk, and it also states they need to log into the kiosk at least 30 minutes prior to the exam start time. When the candidate purchases the exam they are given a warning that all testing related fees are non-refundable, and once the purchase is then complete the instructions to setting up the kiosk are sent directly to their email, and are then also located on their candidate portal under the *** for access at all times, I've included copies of the refund policy in our ***, an example of the purchase screen the candidate receives stating the same refund information when they sign up for the test, & the testing instructions. Had the candidate attempted loading the kiosk at the appropriate timeframe that we inform them of in the instructions, they would have caught the issue with their system not loading the kiosk sooner which would have allowed them to alert us sooner so that we could recommend a restart or reset of their password, or standard troubleshooting. Because the candidate did not log into the kiosk at the specified timeframe this prevented them from being able to complete the required check in's, and signing the testing agreement. The candidate was given all this information when they signed up to test, including that all testing related fees are non-refundable. They would have been able to complete the test had they gone through with the standby option and is still currently available on their account. We are not responsible for instructions not being followed, nor an issue surrounding virtual testing pertaining to timing on the candidate's end or a issue with their personal computer. 

  Customer Answer

  Date: 04/19/2024

   
  Complaint: 21593221
  
  I am rejecting this response because: I was logged into the system 30 minutes prior and was unable to log into kiosk. If the business is requiring a specific system be used for testing, then that system should be working properly. My personal device was working just fine. I was also told by the representative, that I would need to wait for him to reset the kiosk password on his end, therefore this was not something I could complete on my own. I am not going to pay a fee for a system failure on the end of the business. Had the kiosk they administer been working properly and efficiently, I would have been logged in with 40 minutes to spare as I was already logged into my account in time, and attempting to utilize this kiosk software far in advance.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/19/2024

  Hello, 

   

  As we specified in the previous response, if the candidate determined they were unable to boot the kiosk 30 minutes prior to the exam start time, they had ample time to contact us prior to the exam start time. Candidate sent in an email on 4/16/24 at 10am which is when the exam started, our email tickets send an automated response once the request is received they will receive a response shortly; the candidate then called our support team at 10:07am, which again was past the exam start time. The agent on the phone did not have to perform the password reset, we are unable to do that on our side, we sent a link to the candidate to reset their login. The password error often occurs when either chrome is out of date, which is what our advance support team explained via email when escalated, the candidate was logged into the system too early for an exam (the instructions are very clear that they should log in ***** minutes ahead) and the login timed out which can also generate this error, and/or the computer was not fully rebooted prior to launching the kiosk after download which is in the instructions provided. The candidate then finally got into the system at 10:14am, as it again was past the start time, the exam does not allow admittance, as none of the pre-required authorizations were completed such as the aforementioned testing agreement, screensharing, and check in with *******.

  As can be seen in the screenshots earlier provided under testing instructions it states that if you are marked no show you can utilize the standby option, this was also relayed to the candidate on the same date of 4/16/24 to which he refused to pay for the standby option and requested a waiver. The waiver was escalated to advance support who denied the request which is valid, this was an individual issue, had there been a system issue more than one candidate out of dozens that were testing at the same time would have reported issues. When the waiver was denied the candidate requested a full refund and a supervisor. The supervisor called the candidate at the timeframe requested and they were not available and followed up via email to the escalation request on 4/17/24 when the candidate not answer the phone. The supervisor again listed all the testing requirements that were not fulfilled, and confirmed again that all testing fees are non-refundable and a waiver was not warranted and no longer available. Our stance remains the same, the candidate did not follow the instructions as outlined and was unable to get into the exam on time for this reason. We will not issue any refund as all testing related fees are non-refundable and the candidate was informed of this prior to completing purchase. If the candidate was concerned they would have any sort of trouble testing on their personal device, we have on site testing locations they could have utilized. 

  Customer Answer

  Date: 04/22/2024

  I was told to submit proof of EBT card in order to be approved for the waiver, and I have yet to receive the testing waiver, even after submitting the requested documents.

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21593221
  
  I am rejecting this response because:
    I have submitted the requested verification for the fee waiver, the copy of EBT food card. And did not receive the waiver or a reason for denial.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my dissatisfaction with a recent experience during an examination scheduled for 6:00 AM PST on April 9, 2024, and to request a refund and resolution for the issues encountered. On the specified date, I logged into the *** kiosk at 5:30 AM using my credentials. I diligently followed the instructions provided on the website, which included checking the camera, microphone, audio, turning off Facetime, Apple messaging, and entering Do Not Disturb mode. I also tested my camera to ensure my identification was clear and shared my entire screen as per the kiosk program's instructions. By 5:43 AM, I had completed all the required tasks and was directed to the ******* screen, where I was instructed to wait for the ******* to check in. Despite waiting for 30 minutes, no ******* appeared on my screen, and I had no communication with any ******* during this time. At 6:13 AM, I was unexpectedly marked as a no-show, which was both surprising and distressing. I immediately contacted the support hotline at 6:13 AM and was informed that the ******* claimed I had an open tab on my screen. However, I can assure you that I had only the necessary screens open, and I have a screenshot to validate this claim. Furthermore, I was informed that the system recorded my login time later than it actually was. I clarified to the representative that I had followed all instructions meticulously and that there was no indication that reaching the ******* screen was a requirement for being marked on time at 5:30 AM. Despite seeking an explanation, I was told that the ******* had not entered any notes regarding the incident. Adding to my frustration, I was advised that I would need to pay a $25 fee to be placed on standby for a future examination, despite the issue being clearly related to technical difficulties on ***s end. When asked if I could take the exam in person due to a poor experience, I was advised that I would need to contact them and request a new invitation from the ******************** ***************** and that I would have to pay another fee of $65. I believe it is unjust to hold me responsible for additional fees or to require me to be on standby when I complied with all instructions and was present for the examination. Given these circumstances, I respectfully request a full refund for the examination fee and a re-evaluation of my situation to ensure that I am not penalized for a situation beyond my control. This experience has been disappointing and reflects poorly on the customer service standards of ***. I look forward to your prompt response and a satisfactory resolution to this matter.

  Business Response

  Date: 04/09/2024

  Hello, 

   

  We reached out directly to the candidate on 4/9/2024 as they also emailed us a support request. The exam was ended due to a technical issue on our side and we've issued a voucher they can utilize at their discretion to re-schedule the exam. 

   

   

  Thank You.

• Initial Complaint

  Date:02/13/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for a firefighters examination, which I was taking virtually. After following every instruction to the letter, and even being prompted to uninstall additional programs like notepad, I began to write my exam, within 15 minutes my exam was ended and I was instructed to contact support. They told me that MatLab (a program that I had installed during university) ran a start-up process during the exam so they automatically ended the exam without warning. And that I would need to repurchase the exam to rewrite.I explained to them that I couldn't have known about this background app, and asked if they would give me a voucher to rewrite the exam at no additional cost, to which they repeatedly refused. I also asked why their exam program was able to notify that programs like notepad and windows media would need to be uninstalled, but gave me no warning for MatLab, to which I got no response.I did further investigating and found that there is in fact a way to check and disable background processes from automatically starting up through the "task schedule library", they however do not include that as one of their steps in preparing for virtual exams. From complaints that I have found online, it seems like innocent background programs starting up is their favourite reason to cancel exams and demand more money. So it seems like they intentionally omit this step knowing that it would prevent a significant number of issues that allow them to extract more revenue from test writers.The last thing I wanted to do was escalate this, I simply want to full receive the service I paid for, and I would also like them to amend their virtual testing instructions to include steps for opening the "Task Schedule Library" and disabling any background updates/processes that *** start during exams.

  Customer Answer

  Date: 02/21/2024

  Here's the steps that they didn't include and continue ignore when I ask why they weren't included.

  As you can see it is quite simple, and would likely result in a numerous number of virtual exams no longer being pre-emptively shut down.  Which seems to be why they don't include them.

  Business Response

  Date: 03/05/2024

  Hello, 

  As we have reviewed with the client via email communication on 2/5/2024, 2/6/2024, 2/7/2024, 2/8/2024, & 2/13/2024; we are not liable to list every possible third party application that *** have running or installed on their personal computer. When signing up for an exam an email goes to the applicant including the testing instructions, and includes a link to the information on our website the client has included in their attachments. The attachment provided by the client, "Virtual Testing Instructions" has a section titled "Taking the Exam" which stipulates; "before you begin testing, reboot your computer, then close all programs in your tray and disable screen savers. Any program that produces alerts must be shut down. Leave all
  programs closed until you are done testing." Additionally, under the title "Reasons Your Exam Will Be Stopped" - the first bullet point stipulates "extra or restricted programs running on your computer. Shut down all extra programs except Chrome and the kiosk". Ensuring the client meets the testing requirements is the client's responsibility alone. 

   

  Thank You. 

• Initial Complaint

  Date:01/05/2024

  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.

  This company has been a pain from top to bottom. Since my first time taking an exam with them to calling customer service in reference to information on what I can do to rectify my problems. I had issues using the ***s program when doing an at home portion of an exam. I brought it to their attention with no further guidance. During a customer service phone call the woman I spoke to was rude and hung up on me mid sentence. So far the *** has been responsible for providing inadequate customer service in terms of what they offer as a company, at testing centers and with general help. Terrible service.

  Business Response

  Date: 01/16/2024

  The Testing Services Manager called ***** to discuss the situation. We reviewed all of the options in our system along with the employees that he has had contact with in the past. We resolved the situation and both parties were comfortable with the steps to be taken.

• Initial Complaint

  Date:10/24/2023

  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 am in the progress for firefighter 1 and had scheduled my online test for oct 24th 9 am. I logged in early, walked through all the steps, and waited the ******* to arrive at 9 am. Once the ******* arrived she informed me that I had a program running in the background that I needed to quit out of. So on my Mac, we opened up the force quit section and force quit out of the settings app, but nothing else was open other than the testing app, chrome, and finder. All which needed to be open. I then showed her through activity monitor that nothing else was running or open in the background - an application feature to show the apps that are using memory power to run. She agreed but still said something was open, which at this point was not possible. She said I couldnt not test and had to call support. So here I go to call support, I tried 5 times to get through, each time getting hung up on before the connection was made. Finally I got through, the woman informed me that I would need to pay the $25 dollar no show fee before her support team could help me. I said I would not be paying that as this was not my fault since the ******* could not find the open program. She said she was not able to help with technical support snd suggested that I get a new computer She then said I needed to email support to get additional help. If the email support is anything like my phone experience then that will be a few days before I hear back. I am writing to explain know my unsatisfactory experience with NTN and their services. I do believe that this experience this morning was a scam. I believe that I had no other program running, the ******* saw that the test date was due on the 26th, and used this to make me desperate into paying $25 to re test in the waiting cue.

  Business Response

  Date: 10/24/2023

  In response to the exam on October 24th at 6 a.m. PST/ 9 a.m. EST, the phone representatives are not technical support and only have limited ability to assist with issues, same with the virtual ********.  With further investigation, we were able to identify the processes running in the background and that is why they could not be seen in the activity tray.  We have since reached out and rectified this. 
  
  

• Initial Complaint

  Date:03/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 scheduled to take a test today at 2 pm with the National Testing Network . I was online by 1 pm and my computer passed all of the requirements. I was waiting in a room that stated the ******* was with another candidate and will be with me shortly. At exactly 2 pm I got booted out and told I was a no call no show. I was there early! I took the day off work to take this test. When I called they admitted that I logged in early and did everything right and they don't know what happened. All they said is they could waive my no call no show fee. I was not a no call no show. *** then stated that I can retake the test again just not today. I told *** again that I am unable to take another day off work for the test and I need to have it **************. He said there is nothing he can do but waive the no call no show fee. Also in a very rude tone. I am not understanding this. The test is already expensive and I am very low income currently hence why I am trying to get a better job. This is not okay. The employees are rude and the company is ripping off innocent people. I should at minimum get a refund.

• Initial Complaint

  Date:02/23/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Bad customer service they not give me *** accommodations

• Initial Complaint

  Date:02/22/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Tried to login to take the test, system is their own program that you HAVE to download and you also have to use chrome which is damaging to Macs. The system does not perform as promised. Called their customer service who only tried to get more money from me to try to let me test. This is a scam and I want a refund or rescheduled test.

• Initial Complaint

  Date:01/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for the FireTEAM exam and logged in too early (I am MST and they are ********** time) but the testing page said that if I logged out I would be considered absent and forfeit my slot in the testing so I left the web browser open. I did not browse anything else, I could not see any ongoing exams and nothing occurred other than the test page being open. When my proper exam time arrived I sat down and was connected with my ******* but the screen share wasn't working on his end. He told me to shut the web browser and contact support, which I did. Support showed the the screen share was working correctly and they were not able to figure out the situation so I had to submit a help desk ticket and support would kick it up. I had to call the next day b/c I had not received any response and I was told that higher support denied a retest and claimed my logging in early caused the issue. They were going to wait until after the weekend to call me and tell me that, leaving me less than 4 days to reschedule my exam (a test that I've had scheduled for a month already too). Now they are forcing me to repay to test and won't hear my case at all. Since this is the only company out there for the department I'm applying to I have no choice but it sure seems like full on robbery at this point.

• Initial Complaint

  Date:11/21/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased FireTEAM exam and basic practice test package a week before my testing date (11/21/2022). When I logged in to take my exam at 9:19AM (for a 10AM start time), I opened the required Kiosk application and followed all prompts up until waiting for a ******* to "be with [me] shortly". One minute after my scheduled start time (10:01AM), my exam portal had been updated to reflect my alleged absence and I was advised to purchase a Standby Session - for those who were not able to take their initial exam for an additional fee. I have since emailed support twice and called the number listed as their support line *************) but I have yet to receive any sort of response via email and my phone call was terminated because they "[could] not take [my] call at this time". It should be noted that I called 10:09AM, well within operating hours. Since these options did not work, I tried the 'blue bubble' to chat with a representative but I am consistently met with a message claiming "no one is available to chat at this time." I just want to be able to reschedule without paying since there was no error on my end.

  Customer Answer

  Date: 11/28/2022

  Hello,

   

  Case #******** (Garay v. NTN) has been resolved. No further action is being sought at this time.

   

  For any questions or concerns, please refer to SHAQUIR at National Testing Network Support at ******************************** OR ************** regarding Ticket #****************.

   

  Thank you.

   

  -**************