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

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  National Testing Network

  9423 N Division St Spokane, WA 99218-1228

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  National Testing Network

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

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  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: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.

• 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.