AMP, a PSI Company

Ms [redacted] ,Your eligibility to sit for the examination is dictated by the State of IllinoisYou have years of eligibility, or four attempts, from the time you complete all courses required to pass the examinationYour school uploads the completion dates once completed however, again eligibility is from the time the courses are completed, not from when your school uploads themIn this case the school had the course completion date as April 13, but it was uploaded on April 26, You stated you were told by the regional manager that you had until April 26, but since we do not have any regional managers, I suspect this must be the regional manager for your school which we have no affiliation with any education entityIf in fact you did not complete the courses until April 26, the school can contact us to provide the corrected information and we can extend eligibility to this dateWe had already approved the refund of your testing fee of $46.00, since your eligibility had expiredAn agent is reaching out to get your credit card information to process the refundWe did not collect $and can only assume this is a charge from your school

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meMy complaint against PSI has been resolvedI don't think it would have been without your assistanceThank you so much They are the worst company customer service I have ever dealt withSincerely, [redacted] ***Complaint # is in subject line Regards, [redacted] ***

The paperwork for licensing not being processed I cannot address, as we have no record of receiving any license applications for you in Springfield, ILEven though we do keep copies of the score reports, they must be signed, all history questions answered and the 45-day permit completedTherefore, we cannot process license applications from a score report even though we do archive the score reportsThe 45-day permit, part of the application, is a temporary license until the full license is issued which takes less than 45-days Since the application must be submitted within 1-year of passing and it was more than a year, the State requires you to retake the examIn going back through all correspondence, this is the first complaint we have regarding testing conditionsYou did list the noise as unacceptable in the post survey; however, the other testers taking the exam at the same time listed the noise as quietI had the video pulled and reviewed, there was no indication of a noisy environment, and the proctors were monitoring as expected You called in on Friday following Thanksgiving, which we were closedHowever, I know this can be confusing on the 48-hours so I have authorized a refund for the November 29th attempt for which you were absentYou disputed the payment with your credit card company and I told our accounting department to let the charge back standThis provides you the full $refund, that has been approved

A failing score report was presented to you by the proctor at the conclusion of your attempt on December 19, Passing score reports are not presented and the candidate will be notified by the State to go online and get their licenseThis process is subject to change at the direction of the
State Construction Industry Licensing Board, and AMP as a contractor provides the testing services and follows the States proceduresI am waiving the fee for a duplicate score report and having one sent to you FedEx as there seemed to be some misunderstanding about what you receivedI would expect you would receive the copy no later than March 3, dependent on winter storms
Your examination was automatically scored on the day of your examination which this same score will be reflected on the duplicate copy being sentThere were no scoring errors
In regards to ADA I have found no record of any ADA documentation here at AMPWe take our responsibilities very seriously in regards to providing acceptable accommodations under the American with Disabilities ActI went through all of your testing records since and do not find where you have requested any accommodations or tested with any accommodationsHowever, AMP does not approve ADA for this programYou must submit to the Construction Licensing Board of Georgia the proper paperwork with your applicationThere is a place on the application that ask if need special accommodationsI did go ahead and contact the board with your concern regarding not being provided accommodations and if you get accommodations approved by the Board they will send us the information and we will provide the accommodations

There was no intention to deflect but rather outline the process and steps Complaint: Previous paperwork not being submitted It is the individual’s responsibility to submit the paperwork to Springfield, within year, after successfully passing the examinationOnce the paperwork is received in Springfield it is logged and checked to ensure all necessary paperwork is validAt that point it is transferred to the State to complete the license process There is no record of ever receiving the license application in Springfield during this 1-year periodWithout the license application and the appropriate paperwork being submitted there is nothing that can be processedThe 1-year time frame is set by the State of Illinois. Complaint: A year later the same situation is happening. Mr*** contacted PSI about the licensure application process on February 15, PSI received his application, and was logged, on February 23, A deficiency letter was sent due to Mr*** answering "NO" to a disqualifying question on his application After receiving the additional information that he answered "no" to the question in error, the Springfield Processing Office sent his application to the State on March 9, for licensing We reached out to State and confirmed there was at that time a 10-week time frame for license processingWe apologize, but PSI cannot expedite the issuance of the license by the State of Illinois we only process the applications to ensure they are complete and all questions are answered properly to get a licenseThis was completed in a timely manner and sent to the State If at this point the license has not been issued and you are having issues getting information from the State of Illinois licensing department, we can contact the State on your behalf to see if anything can be done

The candidate applied for the National Board of Public Health Examiners (NBPHE) examination and electronically submitted her education for eligibility determination as the Public Health program at the University of Southern California (USC)Through the eligibility verification process it was
determined that the candidate was not enrolled in the Public Health program at USC so the NBPHE denied her eligibility to sit for the examinationThe candidate was advised that her education was not verified and she must meet the education requirements to sit for the examinationThe candidate then advised AMP that her degree is not in public health, but a relevant degree in Health Science from Cal State and a Master’s degree in Gerontology from USCWe advised the candidate that she applied using the incorrect route and she must apply through the “Other Relevant Degree” path instead of the “Student” pathThe candidate was provided instruction how to correctly apply for the examination

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: *** This does not answer the questions I poseThis is just deflecting from the issuesEmails failed to be checked in a timely manner in addition to my previous paperwork not being submitted which caused me to have to retake test in the first placeAgain I sent my paper work certified on 2/and it was not submitted until 3/Please answer the questions and not deflect
Regards,
*** ***

I apologize for the delay in providing your refundAt this time I believe you have been contacted and the refund requested has been processed

I believe this has been resolved with Ms*** receiving a comp for the examination missedWe do apologize for the timing but with any claims it has to be researched which can take a little timeOn July our CSR reached out and scheduled another attempt for next week

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:Complaint 1i mailed it and the paperwork was not submitted to the state by AMPi mailed it not once but twiceUnfortunately I was unaware I was dealing with a company that is either purposefully trying to steal from people or just unorganized and inepti honestly do not understand how your company has a contract with the State but I am going to make sure this is investigated so no one else is harmedThere is a complete lack of professionalism at your company that goes beyond the above situation and includes testing proctors being loud and disruptive, computers which are not in working order, and failure to check emails when you tell people to use email to submit additional documentsPlease provide proof that the paperwork was submitted on March as I believe I was told something else previouslyAlso why was the email not checked between the March 1-when this was how I was told to submit additional paperwork?Just because you have a monopoly does not give you the right to treat people like garbage and interfere with their livelihoodsYour lack of performance has cost me thousands of dollars and I need to at least be reimbursed all cost with your company though at this point I may file a claim against your company anyway and continue to push that Illinois Attorney General to investigate your company because I really feel something needs to be done about your unethical practices.
Regards,
*** ***

The State of Illinois has specific rules and timelines for each step in obtaining a real estate license. Addressing the first issue of having to retake the real estate course again, Mr. [redacted] states “After my paperwork was not submitted the first time I took the examination…”. Mr. [redacted]...

passed the Managing Broker examination on May 11, 2016, but failed to complete his license application within the one-year state requirement. If the individual does not apply for licensing within one year of passing the examination, he/she must retake the examination. In reviewing the logs of applications received in Springfield, IL we had no record of receiving an application from Mr. [redacted] during that year.The State allows 4-attempts within 4-years of graduation to pass the Managing Broker examination. Mr. [redacted] used the remainder of his 4 attempts but was unsuccessful in passing the examination. In addition, he was allowed a courtesy reschedule for a missed appointment and granted a 5th attempt for the examination by the State. After all attempts were used, the State requires the individual to go back to school which will provide another 4-years and 4-attempts to pass the examinations. Mr. [redacted] recently passed the Managing Broker examination on February 1, 2018. He contacted PSI about the licensure application process on February 15, 2018. PSI received his application and on February 23, 2018 sent a deficiency letter due to Mr. [redacted] answering “NO” to a disqualifying question on his application. After receiving the additional information that he answered “no” to the question in error, the Springfield Processing Office sent his application to the State on March 9, 2018. We reached out to State and confirmed there is currently a 10-week timeframe for license processing. This is not under the control of PSI and we cannot expedite the application once received by the State. We apologize, but PSI cannot expedite the issuance of the license by the State of Illinois.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:My wife [redacted] has helped me with this complaint and communication. I do accept the response but also want to be clear that on two different occassionas, we have requested special occomadations be made to help me with this test. Both times my requests were denied. Stating that I have to prove in someway that I need the test read to me. I don't even know where to begin to know how to obtain proof. I am hoping that the ADA can help me with this. I would have thought that after 8 or 9 attempts to pass this test that someone would have surely seen my need for help. I struggle to read, and often do not understand what I have read. All I want after all of this time is to hold a license for the trade that I have invested my whole life in since I was 16 years old. Thank you for your time and swift response.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Ms. [redacted],Your eligibility to sit for the examination is dictated by the State of Illinois. You have 4 years of eligibility, or four attempts, from the time you complete all courses required to pass the examination. Your school uploads the completion dates once completed however, again...

eligibility is from the time the courses are completed, not from when your school uploads them. In this case the school had the course completion date as April 13, 2013 but it was uploaded on April 26, 2013. You stated you were told by the regional manager that you had until April 26, 2017 but since we do not have any regional managers, I suspect this must be the regional manager for your school which we have no affiliation with any education entity. If in fact you did not complete the courses until April 26, 2013 the school can contact us to provide the corrected information and we can extend eligibility to this date. We had already approved the refund of your testing fee of $46.00, since your eligibility had expired. An agent is reaching out to get your credit card information to process the refund. We did not collect $150.00 and can only assume this is a charge from your school.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:Misrepresenting facts about contacting them which I have phone records of. Addiontally please provide the video with audio front both the classroom and proctor area during testing time. I need further clarification what happened to my paperwork that was mailed. 
Regards,
[redacted]

I apologize you felt you had problems, but in fact the site worked exactly as it was supposed to work. There are two steps for the process, the first is to submit your application online along with all fees. It clearly states in the NCBDE handbook that once you submit your application there are...

no refunds. The scheduling is a second step, once your application is approved, which in most cases happens instantaneously. In you case you did not do the electronic signature resulting in your application being incomplete. Going back through the web log the submit button was clicked.
From the handbook: When an application is rejected for any of these reasons, the application fee, minus a $100 processing fee and any applicable late and penalty fee(s), will be refunded.
The reasons are listed which includes not being approved, withdrawals and refunds.
However, NCBDE will make a one-time exception and has provided a refund of the $100.00 to the credit card.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:i did receive my refund, there was a hold on my card for an additional $150 which was removed. The email I received with the 4/26 date was in fact from your company, psi. Her name is Jane [redacted], Regional Office Supervisor ###-###-####. I know it is from someone with the company because she responded from an email I replied to from goamp psi, and it even includes the psi logo in her email signature.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it...

before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. My complaint against PSI has been resolved. I don't think it would have been without your assistance. Thank you so much . They are the worst company customer service I have ever dealt with. Sincerely, [redacted]. Complaint # is in subject line
Regards,
[redacted]

The paperwork for licensing not being processed I cannot address, as we have no record of receiving any license applications for you in Springfield, IL. Even though we do keep copies of the score reports, they must be signed, all history questions answered and the 45-day permit completed. Therefore,...

we cannot process license applications from a score report even though we do archive the score reports. The 45-day permit, part of the application, is a temporary license until the full license is issued which takes less than 45-days.  Since the application must be submitted within 1-year of passing and it was more than a year, the State requires you to retake the exam. In going back through all correspondence, this is the first complaint we have regarding testing conditions. You did list the noise as unacceptable in the post survey; however, the other testers taking the exam at the same time listed the noise as quiet. I had the video pulled and reviewed, there was no indication of a noisy environment, and the proctors were monitoring as expected.  You called in on Friday following Thanksgiving, which we were closed. However, I know this can be confusing on the 48-hours so I have authorized a refund for the November 29th attempt for which you were absent. You disputed the payment with your credit card company and I told our accounting department to let the charge back stand. This provides you the full $46.00 refund,  that has been approved.