Prometric
reviews and complaints

Prometric, LLC runs a monopoly on electronic testing for various professional organizations. Prometric fails at every stop to keep testing candidates updated on site statuses and exam cancellations; additionally, to say Prometric offers bad customer service would be a false statement - they do not offer any customer service. The 1-800/866 numbers dissuade candidates from calling by forcing a several-minute automated message to play before attempting to reach your desired line. Prometric's main office is out of touch with the status of their testing centers. Sites will show "all programs" and "full occupancy" when they have been closed for over a week or longer. Candidates receive emails for exams being cancelled after the test has either been taken, or was unable to be taken due to site closure. Their cancellation/reschedule policy is prohibitively bad - you schedule an exam because the site allowed you to, and everything shows an open testing center, when in reality you find out a day or two prior to testing that the center is closed. Then it is a waiting game hearing back from them to receive eligibility to re-schedule, and the cycle repeats itself.

I was scheduled to take my boards exam remotely on 5/22 at 12:30 CST. I attempted to access the exam at noon hoping that issues would not occur. The exam next launched and I immediately received an error message despite having system clearance prior to the exam and being connected directly to the internet and phone. I sat on hold for an online chat technical support member for 3 hours as I was the 11th person in line. The technician was unable to provide assistance and requested that another computer be used. The technical errors continued and I was unable to launch the exam. I have been in contact with Prometric via email and have not received a response for 2 weeks now. The Pro-Proctor contact number provided by the "customercare" team is no longer taking calls. I sat on hold for an hour and 50 minutes with Prometric today to be told that they cannot assist with reinstating my ability to reschedule. I was told when I called the first time on 5/26 that my request was forwarded to the supervisor yet still no information received or ability to reschedule. Working in medicine, completing this exam would provide for another APN during these times.

Trying to get my current case resolved. I took a test where they used strong enforcement of procedures, but failed to give me a print out of my results. I thought I would be able to get this online so I foolishly left their office that day. They even lied several times both on the phone and in person to deny this event. No emails with results, every page on their website throws errors. Its like they just took my money and have attempted to erase the transaction. For a computer company owned by *** this is terrifying. If you wait til the end of the test the screen just goes black without any warning the timer is running out. Ive been taking tests for twenty years like this, I dont remember anything with this prehistoric technology, scary, and inefficient. I just hope the company can find some record I took the test since I spent alot of money and months of time preparing for this exam which I passed. This system owned by *** must be destroyed for the sake of humanity everywhere. Our information cannot be taken by them with our money into their cloud. I feel completely cheated at this time, and like I will not get an honest answer from any of their employees.

If I could give negative stars I would! How can this be a government testing approved company and their customer service is horrendous. I have been trying to first schedule my test online and by phone and couldn't get anywhere. Their site continuously stating " error try again later" after numerous time trying and getting no where, so then I call. Now being on hold for almost an hour for a rep to tell me that's not my dept. mind you I followed their phone prompts. Then the hang-ups started along with not being able to understand them or not being able to hear them with my volume all the way up. I'm trying to remain calm by the 15th person I have to try and hope they don't hang up. Finally someone is able to schedule my test but... to no surprise test date comes and they are not able to launch the test because of system issues on their side, no surprise! Now has begun the frustrating part of rescheduling my test. Online says error and by phone I have been hung up twice. HOW CAN THIS BE THE ONLY TESTING COMPANY, NEVERTHELESS STILL BE ADMINISTERING TEST FOR LICENSED PROFESSIONALS! If we are held to a high professional service standard so shall they! Something needs to be done about this company

I have scheduled exams with this company. Twice when I went in (two days in a row), the computer systems were down. The second time I went in, the system froze at the end of my test, the woman from the testing site came and rebooted my computer and I was able to exit out. When she printed out my results, my answers had completely been deleted. I waited at the center for more than 30 minutes while PROMETRIC EMPLOYEES WAITED ON HOLD to get an answer on what to do. I left, as I had to get back to work. I have been trying to get in touch with not only the testing center, but also prometric itself, to no success. I have waited on hold for almost 2 hours, emailed, filed complaints, I might try pigeon message soon... I understand that this is a nationwide testing company, but your customer service sucks. And the fact even the employees have long wait times, shows what type of business they are running. The take your money, but there is no way to get in touch with them if they make a mistake, if you need help with ANYTHING. I currently have a test waiting to be scheduled but i am unable to make it because of an error message. It is extremely frustrating. ANY RESPONSE OTHER THAN AN AUTOMATED ONE WOULD BE EXTREMELY HELPFUL!

I had a test scheduled for May 15th and the testing center cancelled my test without telling the state regulator so the regulator saw my test as a "No-Show" and still trying to get this resolved even after 1 month and every time I call Prometric to get it rescheduled, I'm told to wait 5 days. I wait and call every few days and yet no response or anything. All i get is the case has been escalated and I still get no support. I got so tired of it that I paid for a second exam and when I tried to connect, everything was fine but the proctor could not hear me and told me that I have to call the support to get that resolved before scheduling the exam again. Now I'm back in this support loop that never gets resolved. The first time I called and in the wait, it was almost my turn in the queue and then my call gets disconnected. I am so disappointed with this testing center and the online system that prometric have. I have used other systems with much better designed for resilency. There are times when the company system check don't check everything and now I'm left with the bag. The proctor wouldn't even wait for me to try to resolve the issue or tell me taht i cannot log off the software or I'm stuck trying to reschedule. She just disconnected.

Zero stars! I was scheduled for my Series 65 Test as a remote proctored test. I signed in 30 mins early went through the whole process of being checked out and started my test, 30 mins later my proctor sd he couldn't hear me although he could see me. I could hear and see him clearly. I was 15/140 questions into the test and he made me leave. I went to tech support and spent 40 mins with them just to have them tell me there was nothing wrong with my system and to try to log in again. This went on 9 times with each trip to the tech "time out" getting longer. After 3 hours of bouncing back and forth having my proctor tell me they could see me but not hear me after a few mins I was told that in order to get back in my test I would need the "ticket " number from tech support. At one point I was told to disengage my Malware because that was the issue, but when I went back in still no go. Then I was told the 6the time that I had to get another Computor, so I went home and used my desk top that is only 3 moths old. finally by 7:45 the same day now over 8 hours later I was told that it was too late and my test would have to be rescheduled. My last Proctor was very smug when he told me I would lose my progress and the uncompleted test would count as 1 attempt. Don't do it! try the best you can to get your test done any other way than Propractor

Exam Pass Confirmation Email- VA Health Insurance Exam given via Prometric-- I'm not the typical person to file a complaint, but the way I've been handled should be unacceptable by any company. I took my VA Health Insurance Exam on 8/17 at 11am here in VA, received a passing screen at the end of the exam and was advised by the lady proctoring the exam that I should receive a confirmation email stating that I passed sent to my email address on file within 24 hours. It never showed up and I need this for employment. I called Prometric multiple times and even filled out a Customer Service Contact Form on the website, but I still have not received my results. I even asked to speak with the person that helped me that was in a supervisor position, but was told he was not available and the representative hung up abruptly during the call as I was asking for more help. This saddened me because I was not rude to her (sounded like an older lady) in any way, shape, or form, but the customer service representative was sadly, and that's why I'm here now: No results of my passing exam that I need for my job and poor treatment from a customer service representative. I pray the best for all in Jesus Christ Mighty Name and I hope and pray more will learn to treat others as they would like to be treated. John 3:3-7 KJV, John 3:16 KJV, Acts 2:38 KJV, Romans 10:9 KJV

Decided to take my P&C exam online. Went thru security check when asked about my jewelery The proctor named "virginia" stated that it was ok for me to leave on my wedding ring after being inspected by her thru the camera. She then precedeed to ask me about my tatoos, i showed them to her and when i commented " who would go tatoo the answers on their arms "? she then cancelled my session without any advise. Right after Supervisor proctor "alexander " got online went ahead and preceeded with the rest of the security test and tol me i was good to go. I read him what my screen said. Which he then provided me another number to call to restore the session . called that number which then Prometric Rep stated that I needed to call The State Regulation Dept. I called and advisde me that they do not have anything to do with that . WhichI was aware but the rep did not advised me what number I was calling. He said it was my Test Sponsor 'Not sure why " . Now I have been on hold for over a hour to try and reschedule this test ! the agent advised me that i was turned away for refusal to show my tatoos! WHAT ?! . I asked them to provide me with a copy of the video to dispute their statement , and they told me it was not recorded ? how is that even possible . This company is the worst company ever to deal with ! Not only I lost my day of pay to deal with this but now I have to reschedule this test and go thru this charade again !. I requested my money backthru the bank . This company is absurd ..

I read through many comments from previous reviewers about Prometric and could not agree more. I booked IRS EA two tests on 2 days in a row, got confirmation and appointment reminders. Because of the long drive from home to the testing center, I also have to book hotel for overnight stay and all are ready. Suddenly, prometric sent me a NEW APPOINTMENT CONFIRMATION for one of my test that they moved it to 2 weeks later, without any explanation why they did it. The email came in Saturday evening, which the test is scheduled on Monday morning, less than 48 hours prior to test day. No hot line or customer service number that work during weekend. Needless to say, I have to gone through rescheduling my hotel booking and I cannot get any refund as the last minutes change, reschedule my work load and inform relevant HR team for my plan changes, and none of this was my intention. In my opinion, there are various testing centers that meet the standard of cyber security and they may subcontract a portion of work as Prometric does not seem to provide a reliable testing services in certain number of States. I have experience taking different tests with Prometric in New York Manhattan and it was excellent. The test I'm going to take is in Texas and so far, this is a very unprofessional way to do business by rescheduling test day at last minutes without any explanation. In the end, I'm now playing lottery game for the remaining test as it was confirmed but there is possibility that they may send another reschedule just 4 hours before test time/or at the time I park my car. Wish me luck!

I agree there should be 0 stars. Today I had a test scheduled for 9 am. I logged in to Prometric site at 8:30 am to ensure a smooth test. I waited for a "readiness agent" and completed environment test when it dropped the video. I then reconnected and was not able to obtain a readiness agent until 45 minutes later... I then successfully completed the environment test. After the readiness agent approved for me to take the test I waited 1 hour and a half for a proctor which never came to my screen. I called Prometric and waited 30 min for a phone rep which advised me to disconnect and log back in. I then went through the whole process again and was able to begin testing at approximately 10:45 (2 hours later!). My test was supposed to be 3 hours and I had waited 2 hours to commence. By this time I exhausted , frustrated and mental anguished. The whole time everyone in my home was advised to stay in their rooms so that i would not be disqualified. I still decided to get my test and get this experience over with. I was almost done with my test , when i took a break and returned when holding my laptop it dropped the video. I was advised to reschedule the test because of the logging off so many times even though it was their error. I was told to call Candidate Care which advised me to reach out to to my organization to see if they would even allow me to retake the test. My friend was a little luckier than I and only waited 45 minutes for a proctor which is still a significant amount of time. I searched and many others are having this same issue with them. Having done online school and taken many proctored test, I can definitely say this has been by far the worst test taking experience of my life due to Prometric.

I felt that the C N A skills test proctor treated me differently comparing with other candidates. In that session, she requested ONLY me to pull my mask down to show my face to confirm my identity.
Also during the test, she kept interrupting me every second, that made me more nervous. She didn't do that to the other candidate ahead of me. Therefore, I felt I didn't have a fair amount of time to do my skills test. Since I felt pressured on the time, I was rushing on my demonstration. However I strongly believe that I have mastered all the skills required to pass this test. Unfortunately I had to endure this test proctors behavior towards me twice , 2 of the times I went to take the clinical skills test and the other time I went to get tested the other female test proctor was not just rude towards me but several other students was complaining of her poor attitude towards them. It is my strong belief that I did not have a fair shot each time I went especially the last time because this test proctor was behaving in such manner ONLY towards me.
I have filled an appeal with Prometric since January and only got 3 emails from them stating they will inform me of this their decision. I have sent this email to Erik N which is the person I was told is I'm charge of the investigation: Good afternoon Mr. Erik N. Thank you for replying. I kindly want to suggest that I think it's in the best interest of this investigation to interview or ask the candidates that had the two test prompters that I had about their experiences. My test promoters for the CNA STATE CLINICAL SKILLS EXAM was an RN and an Doctor MD. I think doing so will benefit this investigation to get an accurate/fair decision. Please keep in mind that the option I chose for the reason why I summited the appeal was REVALUATION OF SCORE due to unequal treatment. Thank you for taking time out of your perhaps busy schedule to get back to me. I look forward to hearing back from you.
Sincerely , Sadyia S

I have been trying to contact Prometric for 5 days now. I had an ARE exam scheduled for 6/1 at 8 am that I have been studying for for weeks and have already rescheduled once due to Covid-19. Everyone else I know who is currently testing for NCARB whose exams had to be cancelled due to the virus were emailed in early May, and NCARB released a video explaining that prometric would be sending out cancellations within the next week in early May. So I assumed my exam was still scheduled when I didn't receive anything, and was reaffirmed when I got a confirmation email on 5/28. However Saturday morning, 5/30, TWO DAYS before my exam I got an email stating that my exam had been cancelled with "exam information below" and there was no further information. I have another exam scheduled for 7/16 so I was reasonably confused as to which the email was referring to, but when I tried to call/ email Prometric the phone lines were closed and the email has yet to receive any replies. I went into the testing center on Monday as I still wasn't sure if the exam was cancelled or not and was hoping it was a mistake. The woman who worked there waited on hold with Prometric's help desk for over an hour while I sat there, only for them to tell me that it was cancelled for "some reason" and that they were sorry. This is unacceptable, especially for a company who has strict rules about candidates cancelling; to not only give me 2 days notice but also then to have no explanation. I suspected the cancellation was due to the center not having enough seats, but when I asked the employee at the office she stated that they actually had open seats available (that met the 50% capacity) so there was no reason why I should have been bumped for that. I am extremely upset about this situation, and while I understand that Prometric has been having to reschedule exams because of the virus, this was completely unprofessional and unnecessary. The only testing center within an hour of me is backed up through November according to the employee I spoke to, so Prometric cancelling this exam has pushed me getting my license back by at least 6 months. As seen by the other reviews as well, this company has taken a difficult situation and made it worse by their lack of respect for the exam candidates and non-existent customer service.

I could give negative stars if I could. I took my test in Worcester,Massachusetts and I was petrified. I had scheduled to take my exam on 12/28 but few days before, they canceled my appointment and told me that they would reschedule. However, I had already taken a day off at work and was all set. Within less than a week, they rescheduled my exam for 1/7/22 and again I had to take a day off again at work. The day was not my favorite and the time they chose for me to sit for the exam was not my preference. That same day there was a snow storm and I had to drive 41 miles to the center to take the test. When I finished the exam, the computer never showed my test score neither was anything recorded in my account. I have ever taken a similar test before and the test results/score show immediately after the end of the session/test. I checked the AAMA website to see if they had submitted my test results, but I was disappointed. Their settings were not good, and their timing in the computer was not good. There was no option to skip questions and review later only a flag option on questions unsure of, which was unusual for such a science board exam. Before I left,I realized that my phone was missing, only to find it in the hands of a staff member who had switched it on. I had switched off my phone and left it in the locker and I wonder if that was legitimate for a staff to switch on my phone and scroll down my apps, he then told me that he was trying to call my employer? I was very petrified and pissed off. This Prometric center should know that the tests are for improving one's chances to get job opportunities and for one's family survival, and, denying people their rights to make choices on the date and time to take the test is illegal. Also, failing to release the test results immediately after the test, whether one passed or not, is illegal and raises the questions of whether they alter answers to prove that one failed or passed the test. It's about putting food on the table for your family and that's why I spent money to book for the exam. I can't recommend anyone to use this center again, it was quite frustrating. I hope they don't do it to make more money and to have people use the center again. I'll never use Prometric centers again ✋️ ✋️ ✋️ .

To start I know that Covid has made many things difficult for people and companies. However; I have been given the runaround by many Prometrics employees over the last 3 days. I originally had scheduled an exam through Pearson in March that was cancelled along with two other rescheduled exams after that due to covid. Then I was told that Pearson is no longer doing the Texas CNA exams and a Pearson representative told me to register/put in another application to take an exam with Prometrics. Pearson provided me the number to call. I called Prometrics and was connected to a customer service representative at the Prometrics Texas department for CNA testing. The Texas department customer service representative told me that I should try to log onto the Prometrics site for Texas CNA testing and that from there on I could schedule an exam appointment. They ended the call and when I went to log on, the site didn't have the option we had discussed. I ended up having to call back multiple times having a different Prometrics customer service representatives from the Texas Department tell me different things to do and each time referring me to different phone numbers to call. After having been referred to at least 5 different numbers over the course of 2 days from multiple(at least 4 different) Texas Prometrics customer service representatives I was very frustrated at not having my issue resolved. I finally called the Texas Department for Prometrics CNA testing for a final time to see if I could get anyone to help me just log onto my account so I could schedule an exam. The representative I spoke to told me that I would have to wait at least a month to log in and schedule my exam. So, I asked her if I should wait to fix my login problem and she told me "no" and that I should call ANOTHER person whose number she gave me and that they could fix my login issue. When I called the number I was given, the office said it was closed due to covid and their email was not working. Ultimately my problem STILL was not fixed. I called back to the Prometrics Texas department AGAIN. This time I talked to another representative who was rude, refused to listen to me and proceeded to cut me off multiple times after trying multiple times to explain the customer service issues I had been having the last three days. I have had to deal with HORRIBLE customer service problems and consistently having been told different information from multiple representatives at the Prometrics Texas Department for CNA testing. My problem is still not fixed and no person at the department cared to provide proper customer service. I called at least 7 times in total and spoke to numerous people. Prometrics hasn't communicated to their customers properly as to what is going on with the scheduling of Texas CNA examinations through their company and when you call to find out what it is you need to do as a Texas CNA test taker or fix a problem, every representative apparently has different information. This has been the single worst customer service I have ever had with a company. I am trying to give over $100 of my money to take my Texas CNA exam through this company and have not received the service necessary to do so. It has been a horrible and frustrating experience. If I had another company I could schedule my exam through I would. But I am stuck with dealing with the terrible customer service of this company and this problem needs to be resolved. If I could give them less than one star I would.

exam stopped with error message after 75% completion and the proctor said I would need to reschedule because they were closing I attempted my *** exam using Prometric's online proctoring system yesterday. I made sure to run the pretest system check one week prior and the day of the test to be sure everything was good on my mind prior to initiating the test. Unfortunately, I had multiple issues with their system yesterday. First, I waited 25 minutes for a proctor to connect with me. After asking me a few ID questions, the proctor told me I would have to log off and back on because there was an audio lag. She told me it would not take long to reconnect because I had not started the test yet. Well, I did what she told me but as I waited 1 1/2 hours for a new proctor to connect with me, I received an error message telling me to reconnect again. I logged off and back on again. Another hour later, I connected with a new proctor who was able to get my test going. I told him what had happened and he said he was very sorry and they were having a lot of problems with their system. I inquired what to do if I had a similar problem during my test. He told me to log off and log back in after a few minutes but "hopefully that won't happen". Well, I was ~75% through my test questions when I received another error message similar to the first one. I logged off and back on, as instructed earlier by my proctor, but when I did this and explained to the new proctor what happened, she said they were closing soon and I would have to reschedule. I then contacted customer service through their online chat (because I was unable to contact anyone via phone) and they told me I "would have to reschedule if that is what the preceptor told" me to do. He gave me a ticket number and told me to email Prometric's customer support. I submitted an email to their support system with the ticket number as recommended by customer service. However, this morning I received an email from Prometric with a "fail" result and instructing me to call *** to schedule a retest after the 2 month wait period.

The company failed to deliver my Certified Nursing Assistant certificate. I have recertified my Certified Nursing Assistant certification on January 19th. My name, and information was entered into a state registry on January 22nd. When I called on January 20th I was told by the representative that after my name is entered into state registry it will take from 7 to 14 business days for me to get my certificate. When I called again February 6th I was told again by a different representative that they don't understand because my certificate was sent on January 29th, and it takes from 3 to 7 business days so on February 6th they have sent out a duplicate certificate, at least this is what I was told. Than I called again on February 12th, and yet again I was told a different story that they are sending another duplicate, and it should arrive within 7 business days now, but someone should call me today which is February 18th regarding my certificate, of course no one called. They have been feeding me with this garbage for almost a month now, and I still haven't received my certificate, and my employer agency which is supposed to place me with the job can't place me because they need to see a certificate. I called them, and asked them at least to email me a scanned copy of it as a proof, they told me they are now allowed to do that, I understand but I need to start my new job, and because of the certificate problem I can't be placed. They have correct address, but I can't proof whether they have sent it to me, or they are just pulling my chain about it. They are incompetent organization, because when I made phone calls within a month different representatives told me different time periods that I am supposed to receive it. They should know exactly how long it takes, or just tell their customers the truth that they just don't know exact time it should take. Now I can't work just because of a simple piece of paper that I was supposed to receive in a mail long time ago. I saw quite similar complaints from other people here, it makes me think that this company simply is incompetent in what they do.

Business not contacting and delivering promised service. Was slated to take my *** exam remotely on 5/18 at 9.30 am. With request to log in early I Was log in by 9.15 by when looking for the proctor window had a spinning circle the whole time. Time came for the test and no one was log in. Log out and tried to contact the support live chat. Unable to contact due to same spinning circle. During the 55 minute I waited, I loggin and out 5 times to see if I could contact live support but unable too do it due to the same spinning circle. Finally, at around 9.55 a proctor logg on but I was unable to hear him and he requested I log back in a few minutes which I did and received a very nice lady proctor that I was able to talk to but due to "policy of not login and out more than 3 times" which I did not believed matter in this case because of spinning circle issue but I guess the log in and out was too much , SHE cancelled by exam. Since this day, 5/18, my exam status is still to take it and due to this I am unable to reschedule the exam. Have sent numerous emails for request of help to reschedule and to change the status of my exam so I can reschedule the exam. The only responses this writer has received in the past 10 days is 3 automatic email responses stating, "We are currently experiencing a high volume of queries related to the global COVID19 outbreak, and responses will be significantly delayed." And they finish the email with "Prometric will send you an email within 5 business days for further instructions regarding your exam". This has now been 10 days and 3 emails with NO OTHER responses. Now to phone calls, there are 3 number I have dial during these 10 and are unable to contact anyone due to covid 19. I have also dialed [protected] and always get the message that is a high call volume. I finally called this morning too stay online, as of right now I have been in line for the next representative for 3 hours 15 minute and 58 seconds and are still holding. PLEASE HELP ! I would like to take my exam please. My period for reschedule will expire in June and I have been cancelled 2 times now.

They have been wrongfully treating customers due to their monopoly on graduate school testing. As fore-mentioned, they have a monopoly on graduate school testing. They have been using this as a means to cancel student testing without reason or warning. The test I am trying to take is my USMLE NBME step 1 exam to continue my graduation from medical school. If we cancel our test within 1 month - 2 week time period we have to pay a huge fine due to "inconvenience to their staff". But they have been cancelling tests within ten day as in my case and I have heard from other students they have canceled their tests within 5 days. This is an issue because the step one exam determines the rest of our career as a physician and I cannot continue forward with my medical education and may possibly have to repeat a year of medical school or have to take the most important test of my life months from now when I am not prepared. In medical school you are given a time period to study for the exam. It's called a "dedicated period" I am at the end of my dedicated period and they canceled my test and rescheduled me for 3 months from now with zero input on my part or reason as to why my test has been rescheduled. I understand corona virus is making things more difficult but the state of Tennessee (where I am testing) is an open state right now and they have no reason to cancel my test and I deserve an explanation as to why or to be contacted by the company so I can reschedule my test on my terms when I am prepared. I have contacted them 3 times now only to have representatives hang up the phone on me (please note that there was no argument or inappropriate exchange of words between us-> they would simply answer, state their name and hang up the phone). I have a learning disability and I can't schedule my test through their online portal. I must do it over the phone. Which poses a big problem for me because they're trying to funnel everyone through their online portal but I can't use the online portal because I'm in a different category of students and I'm not allowed to schedule this way. They will not answer their phones and they are actively trying to avoid their customers and help them.

Took exam through *** and error occurred causing exam to end prematurely. Unable to relaunch exam or connect to customer support for 9+ hours. I was taking my scheduled exam sponsored by the *** through *** at 10:00am on 5/20. Approximately 10:50am, while I was taking the exam, an error message presented. After clicking the 'OK' on the message the exam ended without notice. I did not lose internet service at any point during the test as I was able to converse with the proctor before clicking 'OK'. There were MULTIPLE attempts to relaunch the exam as well as get in contact with customer support without success for a majority of the day 5/2. I searched the internet for a Prometric customer support phone line which was to no avail. I also attempted to reach Prometric via the support e-mail ([protected]@prometric.com) and received a "message blocked" in return. I was unable to get connected to customer support until 8:30pm that evening. All that Prometric offered once I got in contact with customer support was the ability to reschedule and that someone would be in contact with me to do so, which could take up to 3 business days. I understand issues can occur with connections/servers when dealing with online proctoring but no phone number to contact for customer support is completely unacceptable. Taking such exams are already stressful and this made the process very distressing. Prior to taking the online exam, I passed the system check on multiple occasions, was attached to a power source with 100% battery, and hard wire internet connection instead of relying on wifi with appropriate internet speeds. During this time I was able to connect to other sites but completely unable to re-launch the exam or connect with customer support. In addition, this test is extremely time sensitive as my employment is pending the results of this exam. In the 5 days since I have taken the exam. The process to reschedule has been a nightmare. The test sponsor (***) now has to work with Prometric in order allow me to reschedule even though the testing error didn't occur on their end. This all makes me VERY apprehensive to use *** through Prometric again, especially due to their lack of available support.

Cancelled my exam, did not inform me, and was not willing to work with me to reschedule. My SOA exam P was originally scheduled on March 30 at the Coit Road location in Dallas. Due to coronavirus, Prometric closed all testing centers. I received an email on March 17th saying they would contact me within 7-10 days with more instructions to reschedule. They only sent me an email on April 14th, and at that point all spots had been booked for my testing location. I was able to find an opening at the Dallas Bedford location for May 21. I received confirmation that my exam had been scheduled, and later that my test would not be impacted for further closure because it was deemed essential. Yesterday, on May 21, I showed up at the testing center just to see that it had been closed down and later found out it was due to a fire. At no point did Prometric inform me that my appointment had been cancelled. I was marked as a no show and my eligibility ID was no longer valid to reschedule my exam. Today, May 22, I spent over 4 hours on hold and talked to a lady that said she could not help me whatsoever, and would not allow me to reschedule. When I asked to speak to a manager, she attempted three times to connect me with someone, and each time informed me that no manager was available to talk to me. Eventually, she said she did have a manager available and would transfer me. As soon as she transferred me to the manager, Sammy, the phone went straight to voicemail, and the call that I had spent 5 hours on trying to get the help I need from Prometric to reschedule abruptly ended. I informed them multiple times that the testing window was only open until May 31, and that I had to get a testing spot before then. Due to the long amount of time and lack of help from everyone at Prometric, all testing spots are now full. I am extremely upset with Prometric because there was many ways to avoid this issue. For example, they could have contacted me earlier letting me know of my cancellation, or allowed me to reschedule immediately when there were still open spots. They do not care whatsoever that I need to take this test, and were not willing to help me. The only resolution that is acceptable to me at this point is getting me into a testing center before May 31.

I was scheduled to take my CNA exam in March, 2 days prior to exam day I received an email that my test was canceled due to covid19. I was scheduled to take my CNA exam in March, 2 days prior to exam day I received an email that my test was canceled due to covid19. In the email it indicated I'd be contacted when I would be rescheduled. I attempted to call them in the next few months and tried to reach them via email also. No response. Finally on July 27th I was able t9 get a human being to answer. Well, it all went down hill from there. I was told that I had been rescheduled for the written portion if the exam on July the 6th and that they had sent me an email letting me know of the appointment. I check my email a few times a day and the only email I had received was on june 17th with a reply to my request to have someone contact me. I proceeded to tell the representative that I did not receive an email with test date. She stated, after verifying my email that because my email was correct I now had to repay for the exam and that I would get yet another email when my test gets rescheduled. I wasnhappy about the idea but paid 35.00 for the test anyways. I then decided to call back again as I wanted to know about the skill portion of the test, spoke with another representative who told me that i would also have to pay for that test as i would be scheduled after the 31st of July, which was the last day no skill test was needed. I was livid at this point because the skill test is 100.00+ ! Why would I have to repay for the skill test, when it was not mandatory to take on the supposed scheduled appointment I previously had?! Here i sit 4 months into this whole thing, still no email, no appointment and now I have to dish out more money because God forbid their computer system wasn't messed up and I didn't get an email. I mean common, I had been trying to reach them for months! They canceled my first appointment due to covid and they made me wait all this time and this is the type of service they're providing during this pandemic!?! I need to take the exam and I feel I should not have to pay! I have no issues getting other email. And no the email was not in the spam folder either. I should not have to pay for anything and they need to take accountability on this matter!

Cancelled an appointment I did big effort to schedule for the USMLE Step 3 exam and it was scheduled to be in June 6th in Prometric Test Center # *** New Haven, ***, Connecticut 06473. I emailed Prometric to confirm the appointment because my time is too tight to waste a minute. In May 20th, Ms. Deidre M (Global Registration & Scheduling - CSR, Prometric Center) confirmed the appointment. In June 3rd, I received another email from Prometric confirming the appointment. I took time off from the hospital to be able to travel and attend the exam, I rented a car to travel from NYC (where I live) to Connecticut, I stayed overnight in a Hotel Whitney Inn & Suites in CT. I arrived at the test center at 6:45 am with complete confidence that the center is open. I have been shocked since I saw this piece of paper on the door of the center mentioning that the center is closed today (i.e., June 6th). Then, at 7:01 AM in June 6th, I received email from Prometric that the center is closed. This is a REAL psychological trauma for me. I tried to call the Prometric center, but no customer service available in the weekend. At this point, I decided to travel to the other Prometric Center in CT***. I arrived there at 7:40 AM and I was begging them to allow me to take the exam at their center. They called the Prometric Supervisor of course, I don't have this phone number because it is only for test owners not for test takers asking him/her if it is okay to allow me to take the exam or not and the supervisor refused and mentioned to them that I should reschedule online. At the center, I entered the website to schedule, but I have been getting this message till this moment This appointment cannot be rescheduled, so I has no ability to schedule as well. I am really psychologically traumatized and in SHOCK. I expected that Prometric center will help people like me who spent most of the time taking care of the patients by at least respecting the appointment confirmation. This is NOT ACCEPTABLE, this is CARELESSNESS. I am sure that you will be disappointed as well and that there is NO excuses for what happened If emergency happened, I should get email at least the night before exam. PLEASE, I need your help. I am requesting that Prometric Center gives me an appointment in New York City THIS WEEK (Before Saturday).

Prometric LLC is refusing to administer exam after initial Complaintsboard.com complaint (#***) response rec'd Dec 4 2020. Initial complaint #***-Response [protected] stated my alternate ID was allowed and could take the test without paying an additional fee. Test set for [protected] at 5:30pm. I was passed to multiple proctors, each with some excuse as to why I could not test. I was told that : 1)Despite Prometric's requirement that I be in a closed room (I was), the female proctor said that I couldn't take it unless I was at a TABLE/Desk and a chair. She closed me out and I had to go change locations. Nowhere does the info require a table/chair as a requirement. 2) 1st proctor also wouldn't accept the Alternate ID even though I had printed the information out and showed it to them. 3) 2nd proctor sent all information to someone to find out something but no one on that end responded so he had to close me out. 4) 3rd proctor was nice and tried to call but no one answered. He instructed me to call Candidate Care and said that someone on the admin side would have to put that I was allowed a "Special accommodation" in the system via email memo in the file so that the proctors would allow it. He tried to call cust svc but it took too long and he closed me off. The the alternate ID is not a "special accommodation". It is in their information, provided on their website that it is allowed yet proctors have different information. 5) So after receiving confirmation that my Alternate ID would be accepted, proctors are not accepting it, and they are calling it a "Special Accommodation". In addition, the closed room I was in the first time I tried to take the test in November was acceptable, but Proctor #1 today [protected] now says that I must be at a table and chair (a requirement that is not specified in the information) and no one at the customer service office answers the phone nor do they return messages. Clearly, from all the customer complaints I have read on the Complaintsboard.com site alone, this company has serious issues that call their professional capabilities into question. No one should have this much trouble or go through so much turmoil when they are abiding by the rules and requirements given to them. Now I am at the same place I was over a month ago and I cannot take the test and am missing out on opportunities to be employed in the field I have been educated to be in and I'm still out the fees for the test.

I have tried for 4 months to get my prometric updated in my account. I can't register for NBPME Part 3 Licensing with deadline to register in May. I was rescheduled to take my NBPME Exam Part 2 on [protected]. After the exam, Prometric said it would post my scores to the account [protected]. My account was never updated. I called 1/22 to fix the issue, but I spoke to a rude person name Erika who issued me ticket Case # [protected]. She rudely told me to check back in 48-72 hours for update. On 1/29 exceeding the 72 hrs. i called again and was told that I had 2 different accounts and that they needed to merge them as one. They said check back 48-72 hours for update. I patiently waited for my result because it would have affected my Match Day depending on the outcome. On 2/5 I called again asking why it wasn't resolved. I spoke again to Erika who was really rude about the incident. Rather than helping me, I ask to speak to her supervisor. She placed me on hold for 5 minutes and told me that her supervisor was out on lunch and that I couldn't talk to her. I had to reach out to my university for the score which i was able to receive. After 4 months have gone by now, I called prometrics again 4/12 and again spoke to Erika about my situation. I asked why my account hasn't been updated. Everything in my account from Board I, II, and III are not up to date and my score history isn't updated with my Part 2. I spoke to Erika who was irritated and not helpful issued me a ticket stating that she can't do anything about it. She has a really bad attitude as a front line call receiver to customer's complaint. As a customer, I feel I shouldn't be begging for help. She only issue tickets and that I would need to check back at the end of the week. I had no faith that my issue would get resolved. She issued me another ticket after asking for one #[protected] on 4/13. Without Prometric updating the system that I have taken Part I and II, I can't register or enroll in Part 3. I checked the bulletin and there is not much to help me resolve this issue. I have hit a roadblock and I am again in a position where I am running out of time to register for Part 3 which is in June 2.Spaces are limited and it will incur more cost with traveling expenses. I don't want to be in a position where my registration deadline limits me for any emergency changes should i need to cancel or reschedule. I have exhausted everything. I need help so that I can move on with taking the boards part 3.

I was charged for an exam that I did not take due to the lack of proctors the day of my exam. This is not fair nor is it ethical. On December 16th at 7:30pm I was scheduled to take my GACE exam at home. I spoke with a proctor and he appeared to be assisting me but he had me on hold for 10-15 minutes. I asked if there was a problem, he asked me to continue to hold, I did. He then attempted to download the ets browser but it would not download. I informed him that I already had this on my computer as instructed. He then told me to delete it, I did. I sat on hold for an additional twenty minutes and he said he was transferring me to someone else. After being on hold for thirty minutes no one connected. I used the chat box numerous times and had the same issue. I also called in and was informed that there was nothing that could be done. I informed the representative that my test was scheduled at 7:30 and at this time it was almost 9:00pm and due to my frustration with YOUR SERVICE, I wanted to reschedule if possible but if not I would like to take my exam NOW. Please review the call! She continued to state that there was nothing that they could do but I could contact ETS to reschedule my exam or continue to wait. This is very unprofessional and I should not be charged to retake my exam due to this not being a problem on my end. I have tested before using this system and have never ran into this problem and never was I told to delete the ets software that was already on my computer. I did what was instructed and PROMETRICS failed to do their job in a timely and proficient manner. I wanted to stop trying to speak to someone because I knew mentally I was exhausted after sitting and waiting for hours. I tried it again and after waiting for hours I received this message and the proctor left! I wish I would have saved the previous screenshots but my call to PROMETRICS SHOULD BE PULLED AS WELL AS ALL OF THE OTHER CHATS I WAS IN. This isssue was caused and created by PROMETRICS, I was ready, on time and openly communicated with the numerous proctors on December 16th to mitigate this issue but it was never resolved! Put yourself in my shoes, I was on the website ten minutes prior to taking the exam, the window opened at 7:28 and I followed all of the necessary steps required for this examination. Lastly there were green checks on my microphone, camera, software etc. If there was a problem with my camera, why is there a picture of me on the same date of December 16th before the exam was suppose to start?

My local Prometric site has dates available with unoccupied seats, but these were given "on hold" status--preventing me from scheduling. Due to COVID-19, a lot of test rescheduling took place over the past few months. I wanted to schedule my test at my local testing center this August, so I attempted to use Prometric's online scheduler. When I noticed that the dates I needed were not available at my local site, I called the local site directly to verify this. Surprisingly, I was told that very few seats were occupied for these test dates. Unfortunately, Prometric's Office locked these dates as "on hold" status. This was back when 50% occupancy was a concern for safety given the pandemic. The good news was that the test site removed this restriction the following week. However, when I found that I was still unable to select my desired test date for this location online, I called my local site again. They were as confused as I was and suggested that I contact corporate. Anxiously attempting to resolve this issue, I had actually attempted to contact Prometric several times over the past two months via phone (their phones are still down due to the pandemic) and their online Customer Service messaging system. My first attempt with the online messaging system yielded what I can only interpret to be an automated response. A week after my submission, I was merely told that "the online scheduler allows you to schedule exams," which was not helpful for resolving my issue. In spite of this disappointing response, I heeded my local site's suggestion and used the messaging system again with a more succinct description of my problem and an emphasis on its urgency as my desired test date approaches. While delays are expected (they emphasize their expected 5-7-day delay), I still have not received a response from that most recent message two weeks ago. I just submitted another response today, but I then noticed that Prometric seems to take better notice of complaints posted here on the complaintsboard.com. In a bit of desperation, I am hoping to receive a response from Prometric so that we can resolve this issue. It is quite serious for not only my testing needs, but potentially many other local test takers as well. I suspect that these "on hold" dates were supposed to be uplifted once my site resumed full-occupancy testing, but it has been an impossible struggle with the lack of communication that has transpired these past few months. I can only appreciate the local site employees who kindly checked the calendar for me on those two occasions and tried to point me in the right direction.

I found out that my test was cancelled 2 hours after my test was originally scheduled for with no previous cancellation email or call. I am writing this complaint today because the service that I received from Prometric has been very unacceptable and unprofessional. To begin, I was scheduled on January 23rd to take my Michigan CNA State Exam. I took this test at the Genanscot location located at 17800 E Warren Ave Ste 3, Detroit, MI 48224. While taking this exam the testers were being very loud talking to one another while the written portion of the test was being administered, and this was very distracting. After taking the written portion of the exam, I went on to take the skills portion, and after performing my 3 skills, the evaluator said that she could not pass me because I was more than 4 beats off for the pulse. For the pulse that I recorded, the evaluator was not even taking the pulse at the same time as I was and when I mentioned this to her, she said that's just how it is and she could not give me a clear answer. She told me that I did all of the other skills "perfectly" but it was just that. This is frustrating to me because there was no way to actually ensure we got the same pulse if we did not take the pulses at the same time. I also found it interesting that half of the people at this location were retaking that one skills part of the exam. My partner mentioned to me that this was her second time at that site after they failed her twice for pulse as well. Frustrated with this situation, I paid and rescheduled to take the skills part of the exam for a second time, and I was scheduled to test again on Februrary 3rd, 2021 at *** located at ***, Southfield, MI 48075. My testing confirmation stated that my test began at 9:05am but that I should arrive around 8:30am. I arrived at 8:30am, and there was no one there. After about 30 minutes, there were approximately 10 of us waiting to gain entry to the testing site to begin our exam, but there was no instructor. I called the Prometric headquarters located in Nottingham, Maryland to inquire about the test to see if it was canceled. I was on hold for over and hour with Prometric, and almost 2 hours later at 10am someone finally answered to tell me that the test was in fact cancelled ( at this point I had already left). I asked why I never received a call or email about this and the operator told me that " that happens sometimes" and that I " was not on he list to be contacted." I asked her why I was not on the list to be contacted when I was obviously on the list for Prometric to take the money out my account, and she could not give me an answer. This was a major inconvenience to myself and the other individuals waiting to take this exam who were never notified about it being cancelled. I had to take off work for this exam, and now I will have to take off another day because I now need to schedule time to take this exam for a third time.

Company will not refund testing fee despite proof of compliance with ID requirements. Due to COVID, test is online. Website required download of info for taking test. Info contained list of required IDs acceptable for taking test. Primary ID is a DL. A credit card with test takers name was only other 2nd ID available and it was on the list as an accepted form of ID. At test time Proctor refused the 2nd form of ID. He stated that he had info that said it was not acceptable. That info is not available to test takers. Proctor stated the same thing happened to another test taker. He also stated that Prometric refused to refund fee even though test takers complied with their published requirements. Telephoned Prometric 11/28 and message said the office was closed for holiday. Website restricts parameters for requesting refund online and none of the options fit my situation but I did get an incident number and filed it anyway. Prometric's policies do not allow for any recourse for test takers who experience verifiable and valid issues that occur and are out of their control. Prometric requires a forfeit of the fee paid by the test taker but does not provide a vehicle for refunds for issues that are caused by Prometric. Such as the failure to provide access to accurate and current ID requirements which prevent the tester from taking the exam, delaying certification, delay or forfeiting job opportunities, and losing the $125 fee even when the test taker met the requirements provided. The proctor has information regarding ID but the test takers are not given that same information which means if they are the unfortunate ones that do not have many alternatives for a 2nd ID they are guaranteed to lose the fee they had to pay in order to take the test. Obvious and legitimate 2nd forms of ID were not on the list as acceptable (SSN card) but a library card was and a credit card was but the credit card (the only one I had on the list) provided was not acceptable even though the information on the info from Prometric stated it was. I had to borrow money to pay for this test. I'm a single mother, trying to push through my eduction and get certified so I can work and take care of my kids and others. Why would I borrow $125 to pay for a test if I didn't have all my ducks in a row to make it happen? Especially since Prometric makes it clear that not even an act of God coming back will provide enough of a reason to get a refund. Technical issues (even if it's on Prometric's side of things) forfeit the test and any chance of refund. This company is stealing the precious resources of these test takers even when they fail to provide the services they have been contracted to provide. And due to the pandemic, testers are required to do online testing, have no way to adequately file an appeal. Calls for support are blown off or requests to help are simply denied without any acknowledgment of the issue, but simply because they can. They are getting rich while competent and caring people are fighting to get certified to help others despite the added risks of the pandemic. This company is preventing our medical industry from acquiring help in the fight against COVID-19. And they are getting rich by doing nothing and failing to provide required information for test takers so that they can successfully take the test.

No accommodations for test takers with special needs/health concerns. On July 14, I was scheduled to take an exam at the Chicago location (One North Lasalle). I was wearing a mask per their guidelines and practicing social distancing (maintaining 6 ft) throughout my visit. However, I have had a history of health complications that have caused me to hyperventilate. Throughout my exam, I would slighly adjust my mask by pulling it ONE INCH away from my face to let cool air in. Let me emphasize - I did NOT take the mask off. The mask, along with my hand and my arm, were still covering my nose and mouth. Here are the details to give full context to the situation. All the desks that we (test takers) were sitting at were surrounded by cubicles, meaning there were PHYSICAL BARRIERS surrounding each of us on all 3 sides. In addition, we are seated 2-3 desks away from each other, so we are all 6 FEET OF DISTANCE separated, if not more. Last, there could not have been more than 6 test takers in the room. So it was in no way a "crowded" space. With these measures in place (physical barriers + distance + less than 10 people) I do not understand how I was "endangering" other people by slightly adjusting my mask. Let me also re-emphasize that I did NOT take it off. I would pull it away from my face, maybe an inch, but even so it was still covering my mouth and nose. Regardless, the Prometrics proctors did not like it when I touched my mask. Repeatedly, they would interrupt my test, come within 2 feet of my face (violating their own social distancing rules) and tell me to keep my mask in place. Before I knew it, I was being dragged out of the room. The manager screamed at me saying I was "endangering" the lives of everyone there. While she was yelling at me, I thought the irony was that her screaming was actually increasing the spread of the disease more than what I was doing (mind you, neither I nor the other test takers are talking at all during our exams for obvious reasons). When someone talks (especially yells) they're expelling more water droplets, and increasing the risk of spread. In addition, the CDC and WHO recommend mask-wearing when OTHER guidelines are hard to follow, such as social distancing. In this case, there were already several guidelines in place, such as the physical partitions, spacial distance, and low occupancy. So I am truly trying to understand the overrreaction on their part. And let me repeat, I was STILL WEARING the mask. What is the most disappointing is that they seemed to not care that I could not breathe. They did not address that or try to make any accommodations. The test I was taking was supposed to last for 4 hours. I told them repeatedly that I cannot breathe for that long with a mask on. Furthermore, their response to the situation (screaming at me and "terminating" my exam) tells me they are in no way trying to accommodate test takers with special needs. I essentially wasted my time and $250 that day, because they refuse to make any accommodations. What's even more frustrating is that I cannot go anywhere else to take this exam. Prometric is the only place that I can take the CPA exam. I can certainly understand the need for a mask in a crowded space like a bus or a grocery store. But in this situation, given the physical distance, barriers, and low occupancy, it seemed like the mask was not as warranted. The manager did not offer to let me test in a separate room or re-schedule. Prometric cannot simply enforce a mandate like this without making accommodations for those with health concerns. I would suggest that they read through the CDC and WHO guidelines again. The mask is only intended when other safety precautions cannot be implemented. I can understand that they want to follow rules, but reasonable judgement need to come into play at some point.

Based on my experience this company is very poorly run, has no actual customer service, and is walking a tightrope when it comes to discrimination. Working with Prometric has been an absolute nightmare. Not only that but after doing some research I found that they are the only ones in the state of California that can administer the NMLS licensing test. So you HAVE to deal with them. 1) It took MONTHS just to get an exam date. I logged in at various times on various days for weeks and religiously there were [protected] people ahead of me in the queue. Every time before the queue would be diminished enough for me to schedule an exam date it would time out. This started in May . It went on so long that I had to put this on hold because I needed to renew my driver's license so I could have a current, signed,photo ID. I was finally able to schedule my exam in December for January 7th. This ended up working out well because at this time they were offering at home proctored exams when before only on site exams were offered. 2) I logged in 15 minutes early ( as recommended, and it's just good practice) to make sure that I had adequate time to download their program, make sure that my computer met their specifications, and follow the directions for their identity verification. Everything was fine. At 10:45am (my scheduled test time) a proctor did come on. She was unable to hear me, but I was able to hear her. I communicated this to her in the chat provided. She explained to me that "protocol dictates that I must be able to hear you." I AM NOT SURE THIS DOESN'T VIOLATE THE AMERICAN'S WITH DISABILITIES ACT AS IT DISCRIMINATES AGAINST MUTES! I asked her if there was a hot line I could call or if she could call my cell phone to establish verbal contact, or if there was another protocol in place to remedy the issue. Apparently I'm the only person to ever have this issue because she stated "I have to ask my superiors what to do". I said that's fine and waited. I was then kicked out of the test. 3) I restarted the program twice and was not able to log back in. It was now 15-20 minutes past my test time so I wasn't sure if it was a software issue on their end, or if I was locked out because of the tardiness. I used the chat option provided for technical support. It was useless. It told me to simply restart the program, which I had already done more than once. 4) I found a customer service number online. NOTHING WAS PUBLISHED IN THE CONTACT US SECTION, I HAD TO SEARCH FOR IT ONLINE. I dialed the number and while I was on hold I completed the text fields in the contact us section of their website. I received an email shortly that let me know they would respond in 5-7 business days. My call was finally taken, but the only option was to complete automated prompts, and they kept encouraging you to visit the website. I was never able to reach a person. 5) I finally found a phone number for their corporate offices. I called that number and a receptionist put me in touch with an actual human to reschedule my test date due to technical issues. After being on hold for about 15 minutes ( not too bad considering long wait times) a representative took my call. I explained to her what the issue was. She had the audacity to become frustrated with ME because I asked her a few times what could be done to circumvent the issue of the proctor not being able to hear me, should it happen again. She informed me that my account had been reset and that I needed to go online to reschedule my test date. She also gave me a website for their tech support people (whom I'd already contacted before calling her). 6) I logged in to reschedule my test. I was greeted with a notice that my test was CANCELLED! I thought that maybe the representative's request for reset of my account had not been processed yet so I walked away for an hour to allow time for the reset. 7) I logged in again ( 3 hours after the start of this constantly escalating demonstration in avoidance and incompetence) only to find out that my test was still marked as CANCELLED. 8) I called the corporate headquarters a s