ComplaintsforProctorU

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ProctorU violates privacy by forcing students to do ceiling to floor room scans It threatens the safety of students by forcing students to release full control of their computers to some random person It places students at risk by allowing some overseas entity to obtain students home address, physically view their home and have access to their computer

  Business response

  11/05/2024

  Thank you for providing your feedback. Similar to in-person testing, we must secure the testing environment. This is completed by test takers performing a room pan. Our What to expect on exam day article can provide additional information on what is expected for an approved testing environment. **********************************************************************************************************************
  
  Meazure Learning uses LMI Rescue, a remote application software, to troubleshoot issues, perform virtual environment checks, and input exam passwords. Hidden actions cannot be completed. You will be able to see every action your ******* performs on your device. If, for any reason, you do not feel comfortable with granting access or you wish to revoke access you can end the remote session by closing the chat box. Once the chat box is closed, the ******* will no longer have access to your device. 

  Customer response

  11/05/2024

   
  Complaint: 22437925
  
  I am rejecting this response because providing a guide on what to expect or telling the customer they can close the chat does not make this manner of screening any less unconstitutional 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased this proctored exam on September 17, 2024 This exam was scheduled for October 12, 2024 @ 12:40pm I logged in 22 min minutes before the start time. The webpage said "If you are taking a proctored exam, please remain on this page and a ******* will assist you."A ******* never arrived. I waited on the page for over an hour. I called the Praxis customer service umber twice and was told to call Proctor U. I called proctor U multiple times. Each time, the call was disconnected. I attempted to reach a Proctor U agent on their live chat option. Received said agent. She offered zero assistance and ended the chat.

  Business response

  11/05/2024

  Thank you for your feedback. There was no record of an attempt to take the exam on 10/12/2024. ******* Learning cannot issue a refund for this exam as all payments are made directly to ETS. Please contact *** with any refund inquires. 

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I need to take the ** state PRAXIS exam to renew my teaching license. I signed up to take an online proctored exam from ProctorU. The appointment was for Sunday. I prepared all the software on my computer and completed the systems check the day before. I also prepared my room as instructed. I logged in 15 minutes early, and I began receiving a countdown for when my ******* would join at 10 minutes. The countdown completed, and my ******* never joined. It said there was a 2-minute delay, then a 5-minute delay. My ******* never showed up to my exam. I contacted customer service, who kept trying to troubleshoot the issue on my end. It was not an issue on my end. Their ******* did not show up for the appointment. They then told me it was as scheduling issue. It was not THEIR scheduling issue (which it was) but A scheduling issue. I was hung up and disconnected on by ProctorU support for over 3 hours. I decided that I will never use PRoctorU again and tried to reschedule my exam online and get a refund for what I paid for the online exam. There is now a 28 day hold on me being able to schedule another exam time in person because of this appointment in which ProctorU messed up. I contact the PRAXIS board of Colorado and they said they are investigating before can get a refund and reschedule. This company has over 500 one-star reviews on Trustpilot, and the state of ** (and all states) needs to choose a new service contract. I am also filing with the attorney general of *********.

  Business response

  10/02/2024

  From the records we have on file, it appears you successfully connected to a ******* only a single time. The ******* tried to message you, but since there was no reply given after five minutes, they disconnected. If there were any further attempts to connect, none of them were successful. Unfortunately, the information we have available cannot diagnose the issue you experienced, but most likely the cause of this would be either antivirus software on your computer or attempting to connect from a public network that has firewalls in place that block direct connections, such as our services. Changing either of these situations if possible may help with future exam sessions.
   
  We also reviewed the phone calls you made to us on the day of the exam session. One of our representatives did not deliver the quality of customer service that we expect from our agents. We apologize for the added frustration this caused on top of having technical issues on the day of your test.  Corrective action will be taken internally in response to this.

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******* useless company with incompetent employees that are incapable of helping anyone outside of canned robotic responses.I took an exam for a masters degree course and my computer developed issues AFTER I finished but prior to submitting (reviewing). Realizing this, I asked the ******* submit my FINISHED exam. They refused, and told me to restart my modem/router (useless, irrrelevant advice). Since they refused to submit my exam, I restart my computer and the same issue happened. I connected but had intermittent connection issues which their guardian browser did not like. Seeing this, I informed the ******* that I was having issues and to please submit my exam. They again refused. I then went through the process of room scan, ID check, 3 more times until my laptop stopped altogether.I spent the following THREE hours calling ProctorU support, chatting with their online help, and connected to their supposed help desk through their useless Java applet. The first three people I spoke to sent me in circles. They did not have the necessary English skills to help; I explained to them that my laptop is broken and Im on a Linux laptop to try to get my completed exam submitted and they tried to pull remotely download guardian browser on my LINUX device after I JUST TOLD THEM Im on a different laptop. This happened about 6 times before I gave up. I will be filing complaints to every government and educational authority I can for this company wasting my time with their utterly useless and incompetent employees. They are providing a FRAUDULENT product, their service (product) is defective and they offshore private information to people who cant even communicate with their target market. Now I have to RETAKE an exam I took already for a MASTERS LEVEL course because not a SINGLE person in this company is able to press a literal single button and SUBMIT a COMPLETED EXAM or even remotely give me an ANY guidance on how to do so.

  Business response

  10/02/2024

  
  We reviewed your exam session and can confirm the connectivity issues you reported. It is regrettable that this occurred during your exam. Each time a new video feed is launched, the system requires the test taker to secure their environment. Unfortunately, proctors do not have the capability to submit your exam for you, as everything is hosted on ***'s exam site. As a third party partner to ***, we do not have systems in place to submit tests on behalf of test takers.

• Initial Complaint

  08/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Refund and something for my education being delayed. The exam timed out because it took this company so long the trouble shoot starting an exam. Now the exam has to be rescheduled because of them and falls into another school application period. They have now delayed my school and education by 6 months. Thats a big deal. They are affecting peoples lives. This doesnt even begin to describe the undo stress of sitting on the computer and phone for 2 hrs this AM with them before being told I lost my ability to take my nursing entrance exam. That is my career.

  Business response

  09/04/2024

  Thank you for your feedback. When looking into your session from 08/24/2024 at 8 am PST, your RAM utilization did not meet our equipment requirements. It was noticed that during two of your connection attempts, the ******* reached out but you were unresponsive for more than 5 minutes. The proctors ended the chat due to no response. The third time you connected, you denied access and ended the session. During your fourth attempt, at 8:58 am PST, the ******* successfully completed the launch process; however, due to high RAM utilization the exam had issues loading.
  
  If you would like to request a refund, please submit a request here: **********************************************************************************************
  
  
  

• Initial Complaint

  08/09/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 07/29/2024 I was scheduled to take a Praxis exam through ***************** Services who subcontracts ProctorU. The first ******* who could communicate verbally with me ended up mistakenly disconnecting himself when he closed the ******* chat box while having remote control of my computer. I have seen this same error happen in a few other complaints. The second ******* could not communicate with me verbally and at one point they couldnt get the chat box to pull up so they were typing messages into the user id bar. Its highly unprofessional on a state licensure test to be communication in such a manner. That person disconnected themselves, and finally a 3rd person got the test started. They say you should allocate 30 minutes to start a test and this took a little over an hour. During the test they kept switching proctors for which I have screenshots of the chat box. Some could verbally communicate and some couldnt. When I got to a break in the test the on screen directions were different from what the ******* wrote in the chat box. Since the chat box does not appear unless you click on it I had no way of knowing the differences in expectations until I returned from the test. ETS is claiming I cheated by breaking policy and said thats ProctorUs problem not ours and is refusing to credit me $425 to take the exam again. Its dumbfounding that a state licensure test would have such poor communication abilities. I will be leaving a similar complaint with the BBB for ***************** Services. If nothing gets resolved for me I would at least like to warn others who are planning on taking an at home test to read customer complaints and pursue a different option if available. Unless ProctorU is willing to take steps to fix their technical issues and training.

  Business response

  08/14/2024

  Thank you for providing feedback from your recent testing session. We strive to provide the best customer service possible, and were sorry to hear about your experience.
  
  We confirmed that the ******* prematurely closed the chat box by accident. The ******* has received corrective action regarding this error. Our proctors may verbally communicate or chat with test takers. It is up to their discretion which communication method is used. Typically, our test takers are with one ******* throughout the launch process, and a consistent communication method is followed.
  
  During your session, you may be transferred to a technician for troubleshooting and back to a ******* to launch your exam. Additionally, you may be transferred to another ******* while testing, as proctors' shift times vary. This will not cause an interruption in your exam. 
  
  Meazure Learning has no control over the testing website.  We have communicated the discrepancies to ETS.
  
  Your exam was terminated because you used your phone during your break period.Prior to starting the exam, you agreed to the exam rules, which included the following: You are not allowed to access your mobile phone during the exam or exam breaks. Due to violating the rules set by ETS, your exam was terminated.
  
  If you have further questions about retesting, scores, or refunds, please contact ETS directly. Meazure Learning is the proctoring provider; we do not control the exam content or refunds. 

  Customer response

  08/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello my name is ***************************. I was calling on behalf of my son ***********************. I was calling because he had to take a course with you guys for his credit that he needs to attend school in August. The class was ending August 1. The problem is tried to take the final exam multiple times. He has tried three weeks in a row on multiple computers in different locations in different settings chrome Firefalls all the different. Every customer service that he spoke to to ********************** you or straight line was given him back-and-forth. This person couldn't help so they to call the other straightenLine that person couldn't help so they said to call ProctorU back the same thing with the same arrows so it wasn't on my son ******. Communication was horrible receiving help was horrible trying to solve the problem was horrible so I really need for someone to please get back with me and let me know if the system is down on your end to where you can't help. To keep sending us bac and forth is/was aggravating,tiresome stressful.It was the fact that I paid $178 for the class and I have pay $12 multiple times for him to retake the exam( that he can't take or get any help with customer service from neither the two locations we had to keep calling because he wasn't able to get in.

  Business response

  08/07/2024

  We're sorry to hear that your son had issues. Unfortunately, we cannot discuss the the experience your son had due to FERPA Laws. If you would like to submit a request for a refund, please have your son submit a request here: **********************************************************************************************

   

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received an email from Praxis advising me that I have an at home test schedule with proctoru for July 12, 2024 at 7 pm. I logged on 15 minutes early and became nervous when a ******* had not logged on by 77. I called proctoru and they advised me that they did not see a test scheduled for me for July 12, 2024. I told them about the email I received. They apologized and said they could not see anything related to me or my email address. They advised me to call praxis monday. I emailed praxis immediately and included the reference number for the proctoru call because I knew they would come with some issues. I called praxis Monday and they advised me that proctoru marked me as a no show. I am glad I screenshot the screen showing I was on the screen waiting but the thing is I was waiting for nothing because proctoru did not receive any communication from praxis that I needed a ******* for a test on July 12, 2024. How could I be marked a no show when proctoru does have any communications from praxis to have a ******* available for me. This is not the first time I was cheated out of my money regarding praxis and proctoru. I need something to occur. I have a copy of the chat from proctoru saying they have no communication from praxis referencing my test at all. It seems like praxis or proctoru are trying to take my money AGAIN.

  Business response

  08/07/2024

  Hi *******, 

  I'm with the Meazure ******************************* I have confirmed that we were unable to find your ProctorU account. Would you be able to provide the screenshot mentioned so that we can investigate further? ETS uses several proctoring services. There's a possibility that this exam was scheduled through one of their other proctoring service providers. 

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've had to take 4 tests with ProctorU within the last 6 days. The first 3 times the test took 45 Minutes to 1 hour for Proctor U to even get started. The 4th and final test, it took a nauseating TWO HOURS for them to get me lined up to take my test. They apparently use a dinosaur of a system that needs you to download a program EVERYTIME that you take a test. The proctors/technicians would take over my mouse, close programs, stop firewalls and then close their own chat box. Then when I would CALL them on the phone, they would get me hooked up to another chat box on the computer and then HANG UP ON ME ON THE ***** saying "Now that you are on with a technician, we are ending the call" and abruptly and rudely hang up on me to go through the process with yet another chat box Technician. This final test took an astounding 2 hours to even get started at which time the text took another 2.5 hours to complete. I do not have any gripes about the license testing I took. I knew the test would take 200 mins. BUT PROCTOR U needs to fix their processes and their customer service. Essentially, all they need to do is see my screen, make sure that I am not cheating, make sure that a 2nd screen is not hooked to my computer and scan the room that I am in taking the test. And they need access to my microphone/camera. WHY they can't use a simple program like Zoom or Webex ********* is COMPLETELY beyond me. There are MUCH easier ways to do what they need to do. They are operating with dinosaur software and their lack of customer service does not help either. I would NEVER choose to work with a class that requires me to use Proctor U EVER again. They will lie in their response to this and say that I closed the chat boxes as it looks like other students have had similar complaints. But I can assure everyone that I would NOT close the chat boxes. Their own technicians did that! I am a grown man and was literally crying w/ anxiety while waiting 2 hours to take my test because of ProctorU!

  Customer response

  07/15/2024

  I would like potential and current customers to know that ********************** clearly has a history of poor customer service. After seeing so many complaints similar to mine, I was encouraged to fill out a complaint. I would like ProctorU to CARE about their students and help them to be successful. As of now, proctorU is simply a roadblock to success. 

  Business response

  07/22/2024

  Upon reviewing your exam sessions, we found a consistent issue with your computer running at full capacity on its CPU. RAM usage is also high and we notice that you are using a wireless connection. We recommend connecting with a device that meets our equipment requirements. Switching from a wireless connection to a wired one would also make your connection more stable. Resolving these would prevent issues with disconnecting from your ******* and needing to call customer support to reconnect.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Complaint Details I am in my last quarter of school and I had finals to take. I have taken 4 with proctor u all leaving me in emotional duress. First of all I never got to test on time. The ******* did not know what they were doing. They would send me to technical support only to be told everything is fine. They had zero care that I had to work in the morning and had other tests scheduled for today. The ******* on my last one kept coming in and out wanting to fix this or that. It was working fine I would loose my train of thought due to the disruption causing me to score low on my test. I am not the only one having issues. This service needs a reevaluation I am now having a severe anxiety attack because of all the extra stress. I ended up failing my final and I have to repeat the entire course.

  Business response

  07/08/2024

  
  Thank you for reaching out to ProctorU. We have reviewed your Finals sessions from the month of June and found that there was a recurring issue with your computers CPU running at 100% on each session. CPU and RAM are the quality at which your machine functions. If your thresholds are over the limits listed below, the experience you have with ProctorU could be a little slower than normal. For our minimum requirements please go to this page: ************************************************************************************************************ is also a link there that you can use in order to test your equipment prior to your online testing session. You may also contact a live support agent through your ProctorU account that can connect you to an agent that can further assist you prior to your exam. 

  Customer response

  07/09/2024

   
  Complaint: 21853549
  
  I am rejecting this response because: They never said anything about my computers CPU and when tech support would test my system they said everything was good.
  
  Sincerely,
  
  ***********************

*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. ↩