Professional Testing Corporation

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 and the matter has been resolvedI appreciate the level of professionalism showed by this agency and wish PSI had the same Sincerely, [redacted]

This is in response to complaint ID [redacted] We are very sorry that [redacted] had difficulty making her test appointment to take the Certification Examination for Professional Dog Trainers-Knowledge Assessed in March We have forwarded [redacted] 's comments to PSI so that they can properly address her complaints with their call center staff With regard to the cancellation of [redacted] 's test appointment on March *, 2014, unfortunately the test center's computers were not working on March *, due to extensive renovations in the test center building which required disconnecting the computers temporily for construction and to lay new flooring We apologize that [redacted] was not given advance notice of this cancellation until she arrived at the test center on March *, We have also addresssed this concern to PSI so they review their procedures with the test center proctor I am pleased to report that PSI did reach out to [redacted] and that her test date was rescheduled to one week later and she did, in fact, take this examination on March **, I would also like to note that I sent an email personally to [redacted] which I then followed up with two voice mail messages prior to March **, 2014, but I have not received a response to either my voice mail messages or my email to *** [redacted] In light of the difficulties that [redacted] experienced and as a good faith gesture, we are going to issue a full refund of her application fee for this examination to her, as she requests in this complaint Again, we are very sorry that *** [redacted] did not have a better experience and want to assure her that we do take her comments and concerns very seriously and will take action, as appropriate [redacted] ***

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 and the matter has been resolved. I appreciate the level of professionalism showed by this agency and wish PSI had the same.
Sincerely,
[redacted]

This is in response to complaint ID [redacted].  We are very sorry that [redacted] had difficulty making her test appointment to take the Certification Examination for Professional Dog Trainers-Knowledge Assessed in March 2014.  We have forwarded [redacted]'s comments to PSI so that...

they can properly address her complaints with their call center staff.  With regard to the cancellation of [redacted]'s test appointment on March *, 2014, unfortunately the test center's computers were not working on March *, 2014 due to extensive renovations in the test center building which required disconnecting the computers temporily for construction and to lay new flooring.  We apologize that [redacted] was not given advance notice of this cancellation until she arrived at the test center on March *, 2014. We have also addresssed this concern to PSI so they review their procedures with the test center proctor.   I am pleased to report that PSI did reach out to [redacted] and that her test date was rescheduled to one week later and she did, in fact, take this examination on March **, 2014. I would also like to note that I sent an email personally to [redacted] which I then followed up with two voice mail messages prior to March **, 2014, but I have not received a response to either my voice mail messages or my email to [redacted]  [redacted]. 
In light of the difficulties that [redacted] experienced and as a good faith gesture, we are going to issue a full refund of her application fee for this examination to her, as she requests in this complaint.  Again, we are very sorry that [redacted] did not have a better experience and want to assure her that we do take her comments and concerns very seriously and will take action, as appropriate.
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Review: I paid the company $180 in April 2013 to take an examine in June 2013. I did not recieved any confirmation for my test, and after the testing date I was emailed about the test. When I notified the company that I never recieved paperwork about the test the vice president [redacted] was unprofessional and nagging. She told me that it was my responsibility to call the center and confirm that I had recieved the material. She also informed me that if I wanted to take the test at the next date I would have to pay another $180 which is outragious since I have not even been given an opportunity to take the test. To this day I still do not have the material they claimed to have mailed me.Desired Settlement: I would like to be given a chance to take the test without having to pay the fee again. I have already paid to take the test and did not get a chance to take it. If that is not an option then I would like my $180 refunded back to me.

Business

Response:

Our records show that an Eligibility Notice to take the National Certification Examination for Master Addiction Counselors with Co-Occurring Endorsement Component during the June * to June *, 2013 testing period was sent to [redacted] on May *, 2013 by U.S. Mail to: [redacted]. This address was written on [redacted]'s examination application and when we spoke by telephone on June **, 2013, [redacted] confirmed this was her correct mailing address. Each candidate receives a "State/Commonwealth Candidate Information Leaflet" with their application. [redacted] signed a statement on her application that says "I have read the Candidate Information Leaflet and understand I am responsible for knowing its contents. I certify that the information given in this Application is in accordance with the Leaflet and is accurate, correct, and complete." The Leaflet includes a section entitled &quo t;Scheduling Your Examination Appointment" which reads, in part, "A candidate not receiving an Eligibility Notice or other correspondence at least three weeks before the beginning of the testing period should contact the Professional Testing Corporation by telephone at ###-###-####". A copy of both [redacted]'s application and a copy of the State/Commonwealth Candidate Information Leaflet were sent to [redacted] by email on June **, 2013. If [redacted] had followed these instructions and called Professional Testing Corporation, we would have sent her a duplicate Eligibility Notice by either fax, email or regular mail. Therefore, since [redacted] did not follow the stated instructions in the Leaflet to contact Professional Testing Corporation to let us know that she had not received her Eligibility Notice, we do not feel that any refund or waiver of the $180 application fee is due her.

Review: On 11/*/13 I paid them $335 for a CPDT exam. On 1/** I received an email from PSI saying I could schedule my test. When I went to schedule my test, I kept getting error messages. By 1/**, I still could not schedule my exam and had to call them. Meanwhile, I had gotten another email from PSI saying to schedule my exam. After the first phone call to them and second email telling me I was good to schedule, I still could not schedule and called PSI a second time. To my frustration, the woman at PSI could not explain the variety of error messages I was getting and began yelling at me and yelling over me until I had no choice but to hang up. I then contacted the CCPDT, the agency I'm testing for, and complained to them. I also filed a Revdex.com complaint against PSI. Upon getting the CCPDT involved, I was able to schedule my exam after 4-5 days of hassle. The test was scheduled for 3/* at 9. PTC sent me an Eligibility Notice for testing 3/* at 9 (that I was required to provide to them at time of testing) that said I MUST show up 30 minutes early with their required documents or forfeit the exam and my money. I showed up on 3/* at 8:20. PSI proctor [redacted] informed the small group of us test takers that we wouldn't be testing today. She then turned her back to us and began talking on the phone. From the other test takers I was able to glean that [redacted] couldn't operate the computers and therefore had to cancel our test. She refused to help us reschedule our exams, refused to try and fix the problem, refused to apologize, and told us we'd have to reschedule. I asked when the problem would be fixed because otherwise how do we know when it's safe to reschedule, but she didn't know when it'd be fixed. She provided a 1-800 # for us to call. She said she'd known since the morning of 3/* that the computer wasn't working. When I asked why we weren't called and at least given some notice the test was cancelled, she stated, "I don't call people." Upon calling "customer service", I had a 10-min wait on hold before an incredibly rude woman (probably the same one from my scheduling debacle) came on. I expressed the fact that I was quite angry about having this test scheduled for months and having it cancelled WITH NO NOTICE because they don't know how to operate their own equipment. She gave no apology or explanation, and in fact, put me on hold to verify the test had been cancelled. The soonest she would let me schedule was 3/**. I had to take 3/** because I'm not missing work a 2nd time. (I work on Saturdays and had to take the morning off to take this exam because my schedule is quite limited). I demanded some compensation for this huge inconvenience. She told me no because I didn't pay for the test. I told her I'd actually paid $335 for the test. She said they hadn't been paid for the test. And then she hung up on me. She did not email me my new Eligibility Notice with my new test date, which I can't test without. I suspect when I show up on 3/** there will be another issue, if they even get the first one fixed. They've had my $335 since Nov, and it has been one delay tactic after another. Their policy states if I'm a minute late I forfeit the test and rescheduling is prohibited. They should likewise forfeit the test cost if they can't uphold their end of the contract. I have concerns about the legitimacy of this. PSI has serious website glitches which is frightening when they provide computer-based testing. The PSI website states the Spokane PSI is open only on Wed. This is clearly not true if I'm scheduled on a Saturday. Their physical location has no PSI signage. No hours posted. I had a great time trying to find the place. The Spokane PSI phone number, when called, just rings and rings. There is no message and nobody ever answers. Their suite was run down and dingy with no heat, so [redacted] had space heaters blasting. Probably very safe in a decrepit building with no fire exits. And then there's the concerning fact that [redacted] is computer illiterate and apparently nobody wanted to help her over the phone. Since my $335 went to PTC (I have a receipt from them and my credit card statement shows PTC) and that is who sent me my contract/Eligibility Notice, I am filing a complaint against them as well as a second compliant against PSI. I can't tell if this is the same company as PSI or a totally different company that has for some reason sub-contracted PSI. Either way, I have paid a good deal of money for a test they won't let me take. I have also left a voicemail for the folks at CCPDT and will once again express my frustration with the test providers they have chosen to contract with.Desired Settlement: I want my contract to be honored. I was promised, in writing from PTC, that my test will be 3/* at 9. They refused to uphold their end of it. If I'm expected to forfeit for being late or wanting to reschedule, they should be too. The way this test has been handled from day one is grossly inappropriate. I want my Eligibility Notice to test on 3/**, which I need to be allowed to test. I also want a refund for the huge inconveniences I've had to deal with. I've put hundreds of hours into preparing to take this test today and rescheduled numerous things to be in town for today. I also took the morning off work. I now have to continue studying for another 11 days so I don't forget everything in the interim. I also have to reschedule a bunch of other appointments and hope that [redacted] gets it together by then.

Business

Response:

This is in response to complaint ID [redacted]. We are very sorry that [redacted] had difficulty making her test appointment to take the Certification Examination for Professional Dog Trainers-Knowledge Assessed in March 2014. We have forwarded [redacted]'s comments to PSI so that they can properly address her complaints with their call center staff. With regard to the cancellation of [redacted]'s test appointment on March *, 2014, unfortunately the test center's computers were not working on March *, 2014 due to extensive renovations in the test center building which required disconnecting the computers temporily for construction and to lay new flooring. We apologize that [redacted] was not given advance notice of this cancellation until she arrived at the test center on March *, 2014. We have also addresssed this concern to PSI so they review their procedures with the test center proctor. I am pleased to report that PSI did reach out to [redacted] and that her test date was rescheduled to one week later and she did, in fact, take this examination on March **, 2014. I would also like to note that I sent an email personally to [redacted] which I then followed up with two voice mail messages prior to March **, 2014, but I have not received a response to either my voice mail messages or my email to [redacted].

In light of the difficulties that [redacted] experienced and as a good faith gesture, we are going to issue a full refund of her application fee for this examination to her, as she requests in this complaint. Again, we are very sorry that [redacted] did not have a better experience and want to assure her that we do take her comments and concerns very seriously and will take action, as appropriate.

Consumer

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 and the matter has been resolved. I appreciate the level of professionalism showed by this agency and wish PSI had the same.

Sincerely,