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Business Profile

Computer Software Developers

Respondus Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software Developers.

Complaints

This profile includes complaints for Respondus Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/10/2026

      Type:Product Issues
      Status:
      Resolved
      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.
      My University, REMOVEDin REMOVED, REMOVEDrequires that I use Respondus Lockdown software for virtual exam proctoring and to prevent cheating/plagiarism.I began the Naturopathic Doctorate program this week. I have spent thousands of dollars on a new computer to meet the system requirements of my school.I "migrated" my data from my 2020 REMOVEDMacBook Pro to a 2026 M5 MacBook Pro, exchanged it a couple of weeks later after transferring my data to a 2026 M5 Pro MacBook Pro.When I use the computer to access a test using the Respondus Lockdown Browser, the system tells me that the usage of a "VM has been detected" meaning virtual machine with a warning that my "instructor is being notified and [my] exam session will be terminated." Essentially, the system is falsely presuming I am guilty of cheating, notifying my professor, and not allowing me the opportunity to take my REMOVEDschool's IT department walked me through basic troubleshooting, which did not resolve the issue. I reached out to Respondus and REMOVEDfrom support. I received a very troubling response stating that their software is propietary and they will not help me troubleshoot. I am told to use another computer. As a med student, I will constantly be taking tests using lockdown during class, at home, and on campus REMOVED's reply and the companies response is not acceptable. I need this issue resolved timely.I am a user of VMware fusion, but very obviously have it closed and am running my Mac as a Mac with no virtual machine.

      Business Response

      Date: 04/10/2026

      This was a technical issue that was resolved in the support ticket. The user confirmed the issue is resolved. 

      Customer Answer

      Date: 04/10/2026

       
      Hi BBB, 

      I'm satisfied with the business's resolution to complaint ID REMOVED.

      I appreciate the facilitation of a resolution by BBB and thank you to Respondus for resolving the issue promptly.

      Thank you.

      REMOVED

    • Initial Complaint

      Date:09/17/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      A few of my instructors this semester are requiring the students to use LockDown Browser. I was able to use Lockdown Browser once to complete a "test quiz/" I attempted to take a test last night and this software would not work. I tried to chat with a live agent to see if the issue could be resolved and they were absolutely no help. I filed a ticket that night hoping I would get a quick resolution by the next morning. I have now put in at least 3 tickets and have gotten no where. One person that attempted to help me has now tried to push this issue off on the platform my college uses which Canvas. No. REMOVEDis working fine. It is LockDown Browser incompetent software that is not working properly. Not to mention there is not phone number to get customer service with this software. Colleges need to realize that they are serving the students. Why would a company that is SELLING a product to universities and have no intention of actually helping the students. I have missed an exam thanks to this software and have yet to get any real beneficial help. I will be reporting this to my college and recommending they no longer use Lockdown Browser.

      Business Response

      Date: 09/18/2024

      The complaint references software received through the students school at no direct cost to him. He indicates using the software successfully for a practice test, but encountered a problem when using it with his institutions learning system. He indicates he was able to communicate with support agents from Respondus via a live chat service, and that a ticket opened with Respondus Support was also answered promptly. It appears the student continues to have problems using the software with his institutions learning system. No details of the technical issue are provided.

      Remedy: We recommend the complainant continue working with Respondus Support or his institutions help desk to further troubleshoot the issue. Respondus is happy to assist.

      Customer Answer

      Date: 09/18/2024

       
      Complaint: 22299942

      I am rejecting this response because:

      1. I am directly charge a technology fee that the school uses to pay Respondus. The school is not providing this unfortunate software for free. 

      2. The issue is with Lockdown Browser which the agent thru email tried to push off the issue on the learning platform. I have had no issues with the learning format. I have had issues with REMOVED

      3. This company does not provide good customer service. How can you serve students and there is no direct way to get any help other than by email which takes hours to get a response. 

      4. The live agents are worthless unless you have a web cam or mic issue. Which part of my issue involved a webcam. 

      This is terrible. These universities need to search for better monitoring software 


      Sincerely,

      REMOVED

       

      Business Response

      Date: 10/03/2024

      We respect Mr. REMOVEDright to complain about the software used by his university. We also accept that Mr. REMOVEDencountered a technical problem when attempting to use the software. Each year thousands of educational institutions use these applications with hundreds of millions of assessments to ensure the integrity of online exams. This technology is also embedded by dozens of third-party assessment and certification platforms from around the world. Hence,we recognize some users will encounter problems along the way.

      This is why we invest heavily in our technical support staff and technology. The average time to connect with a live chat agent at Respondus is less than 30 seconds. During regular hours in REMOVED, the average response time for a support ticket is under 90 minutes. Mr. REMOVEDacknowledges using both services. We again recommend he contact Respondus Support to seek resolution to his technical issue, or reach out to the help desk at his institution.

      Ultimately, the complainant does not point to a specific problem, or suggest a specific remedy, to which our company can address. That is the intent of the BBBs complaint service. 

    Respondus Inc is NOT a BBB Accredited Business.

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