PSI Services
Reviews and Complaints

May 24th, 2023 10:30 p.m cst

The "TN Affliate Broker 1020" exam did not have both state/national portions of the exam as stated in the course description. I did not know this until I tried to register with commerce once I passed the exam. This is absolutely embarrassing for everyone that I told about passing the exam and I'm still waiting from PSI as to why this happened and when I can take the national portion.

Hello, My name is Jason Castleforte, I am writing you in regards to a situation I had when I took the Clinical Simulation Exam for the National Board for Respiratory Care 05/27/2023 at approximately 12 noon. I ran into some issues that I would like to address with you. I have brought this to someone else's attention who has now directed me to you. I would appreciate it if you could take a moment to review the video and see that I was treated unfairly during this test. I was paused multiple times with only an explanation once, and I was warned twice that I was going to be terminated from the test. The 1st time was for taking notes, the 2nd time was for trying to recall something in my head because this proctor had an issue with me looking away to take notes. I am also including the rest of the email which I had sent the day of the test so you can see how frustrating and unfair this particular testing process was.

I went through the initial process of getting signed in and being able to start the exam. I began the exam and am focusing on the 1st question when all of a sudden, the screen goes white and says the Proctor paused the exam. I get a message from the proctor that I needed to adjust the camera as they needed to see my face and eyes. OK fine I adjust the camera to be compliant and I get the OK to continue on, and I start back on the test a few moments later it pauses again now I have had my concentration broke two times, so I believe this time I say something 1st and they respond with they couldn't see me or something then I believe it happened a 3rd time. However, now I am so frustrated and irritated so I ask them is there a problem because everything on my end was working fine. They responded saying everything was fine. I continue on and I start to take a note on the piece of paper that I am allowed to have (That was checked by the proctor) and began taking notes. I never left the screen or out of range of the camera and this time the screen says that I am warned and that I can be kicked out and failed. So, I write to them again "I was taking a note how can I take a note without looking away from the screen. They respond sorry for the inconvenience, continue taking the test.

Now I am frustrated from being interrupted multiple times and at this point a little worried about taking notes. So, I am scrolling back and forth and back and forth on the questions to try and see what is happening with my patients, trying to recollect what is changing with them and I stop for 1 second and maybe looked to the side or up or down or somewhere (but definitely never leaving the view of the camera) trying to jog my memory on what I was reading (as I feared looking away to take notes) and another screen pops up saying if I look away 1 more time I am going to fail and be eliminated from the test.

Due to this message, I am completely scared to look away, scared to write anything down so I am scrolling up and down and up and down trying to look at what's going on, what their #s are versus what they were before, then scrolling down and up to how the patients' condition has changed from before trying to match up the numbers and presentation of the patients to see what direction they have changed. Then scrolling back up and down for each thing as I am in complete frustration and fear of being kicked off. Trying to stare at the computer the entire time. Then when I got to a point where I HAD to write something down, I am staring at the screen trying to write it then I couldn't see my writing because I couldn't look at my paper as I was focused on the screen. At this point I was like forget it I will go back to scrolling up and down and back and forth. I feel that if you reviewed the video and chat conversation you will see that I did not do anything to make them think in ANY way that I was cheating or doing something inappropriate. I feel that the proctor on this was just way too aggressive and made my test experience impossible.

Also, I would like to point out that at the very end of the test when they asked to see the papers you will see that it was a total of about 4 notes on 1 side of the paper and the other side was completely blank, the second piece of paper was completely blank on both sides and I never even touched my white board. I can be reached here via email at [protected]@hotmail.com or by phone if you have any questions at [protected]. Thank you in advance for any assistance in this matter.

Sincerely,

Jason Castleforte

You are scheduled to take the following exam(s) on 04/04/2023 at 01:00 PM at the MACON test center:

Your ID# is your Social Security number

GEORGIA Georgia Broker Simulation Examination; Your confirmation number is SC4975979; The examination time limit is 3 hour(s).

The test center address is:

3902 Northside Dr. Suite C5

Macon GA 31210

DIRECTIONS: 327802

For a map to this test center, please visit our website at http://schedule.psiexams.com. Choose the required information, then click on 'Locate Testing Center'.

Your payment in the amount of $119 was received on 03/25/2023 for the Broker Examination. If you need any further assistance, please contact: Candidate Support Center [protected] *Please note that verification of payment does not indicate exam eligibility.

IDENTIFICATION

*ID must be current and include your current name and signature.

*You MUST bring one of the following: driver's license with photograph; state identification card with photograph; passport; military identification card with photograph. No forms of temporary identification will be accepted.

*The second form of identification must display your name and signature for signature verification (e.g., credit card with signature, social security card with signature, employment/student ID card with signature).

*If your name on these documents is different than it appears on your identification, you must bring proof of your name change (e.g., marriage license, divorce decree or court order).

Candidates are prohibited from misrepresenting their identities or falsifying information to obtain admission to the examination. You will be required to sign a roster for verification of identity to gain admission to the examination.

Additional items:

A basic or financial non-programmable calculator. A criminal history report is not required to take the exam but is required to apply for a license. *Afternoon candidates may not apply for a license until the following day.*

- No personal items, valuables, or weapons should be brought to the Test Center. Keys and wallets may be placed in a provided storage locker; PSI is not responsible for items left in the reception area.

Please note: You may be subject to a metal detection scan prior to admission.

- Examinations are proprietary. No cameras, notes, tape recorders, pagers or cellular/smart phones are allowed in the examination room.

- No guests, visitors or family members are allowed in the examination room or reception areas.

- Hats and/or large coats are not allowed in the testing room.

*You will NOT be admitted if you are more than 15 minutes late for your appointment.*

As indicated in the Candidate Handbook, you may only schedule one appointment at a time per examination. All fees are non-refundable and non-transferable. If you need to reschedule your appointment, you may do so ONE time during your testing window at no charge by contacting Candidate Services at [protected] by 3:00pm Central Time at least two business days prior to your examination.

Best wishes for success on your examination!

PSI Candidate Services

Drove 4 hours to take exam. Wasn’t allowed to take exam due to technical difficulties. Rescheduled exam. Can’t make appt. They want another $120 to reschedule exam.

The test cranes as I was about 10 questions away from finishing. I didn't have a chance to pass but they marked it as a failed attempt. It should not have counted at all as an attempt. They refused to help me cancel that test due to their own technical difficulties. So I ran out of attempts. They were avoiding me like the plague. I was told many times I would be contacted back but they never do. I filed a report with the BBB as well. They just aren't fair to people and they seem to enjoy that.

Scheduled an online exam for May 27th, this time at home so I could feel comfortable. I followed every instructions given to me. An email was sent but no link to the actual test site as promised via the instructions of the confirmation email. I had to call technical support where they walked me through what website to use. Ticket # 3445876.

Well and behold - it’s the website where we scheduled the TEST in the first place. Was never freaking told about that. I tried preparing my computer all day and never worked. I wasted my entire day at home during memorial weekend only to be told by customer service that they couldn’t help quote “PSI Exam will only see it as a None PSI Exam issue and won’t give any refunds”. I studied my [censored] off for this test for countless hours. I was ready, excited, and eager to get started - only to be given a notice that my test launch has EXPIRED after having issues all day with the program. I’m out $62. I’m not rich - I can hardly pay bills right now because im a college student trying to make my life better within Real Estate. Not a great start at all. Can’t refund our money because PSI failed to deliver on their promises and services. I’m pissed off.

This is the second time i’ve had issues with PSI. Earlier in April - I had to reschedule my test due to covid. I called PSI Customer service 72 hours prior to my scheduled start exam and was told I could not reschedule due to not having any openings. I was livid - they could not provide a refund then either. “You can speak to our supervisor tomorrow”. Out another $62. Totaling $124.00. So yea i’m PISSED OFF!

On 9May2023, I went to Bentonville, AR to take my NCCCO core, mobile and lattice boom crane recertification exams. I had to drive 2 hours one way to be there at 0800 and arrived 1 hour early. After I checked in and showed my Id, the lady was not able to scan my picture into the system so I could use the computer to take my test. She tried 3 times, but it wouldn't work. She then called NCCCO and waited on hold for 35 minutes to finally get an automated message saying they know the system is down, and the issue would be resolved in a few hours. She came over to where I was waiting and informed me I would not be able to take my exams that day. I then drove two hours back to where I have been working in Parsons, Kansas.

As I was driving back, I contacted my employer's safety department to inform them of the issue. They told me go to the PSI website to reschedule the test. When I tried to reschedule, I got a message saying my test had already been scheduled and to contact their support line. I found the number for customer support, called and told them what happened. They said they would investigate the issue, and I would hear something after 3 to 5 business days. It surprised me that it would take them that long to let me reschedule, especially for something that was completely out of my control.

I sent an email to my safety department to update them. A little while later one of the ladies called me to give me an update. She said she called PSI and also spoke to them. PSI had already verified that the computer system was indeed down at the testing center and that the issue was out of my control. She said its standard for them to say it will take 3 to 5 business days to investigate and resolve the issue but that I would most likely be able to reschedule in 24 hours.

To make a long story much shorter, here I am on the 19th of May 2023 and not only has it been well over the 3 to 5 business days, but after multiple phone calls by either me or my employers safety department, PSI has done absolutely nothing to resolve my issue. I keep being told they have escalated the issue. There has clearly been no escalation. My certification is now about to expire, which will create a much bigger issue, and it's all because someone will not create a new file for me. That is all that is needed so I can reschedule my exams, they just need to create a new file. It only took a few hours to do the first time, but 10 days later and they cant do it. When I first went to take the exams, I had plenty of time to recertify before my license expired, but now, at the rate things are going they will cause a much bigger issue.

singed up for a certification test- confirmation # B119555673

was not able to take certification test due to severe weather no electricity

was a scheduled home proctor exam.

call center gave me the run around multiple times i called, every single time i called to get a refund or reschedule. very unprofessional staff, rude.

i see this as a complete ripping off money from their customers.

unfortunate that NBRC is using this testing center.

I scheduled my exam online and received a confirmation stating I was confirmed via email. On the day of the test I arrived and was not on the list. I called the customer support number (3) different times and spoke to three different people and nobody could do anything to help.

Meanwhile I’ve lost a day of work not mention wear and tear, and fuel for my vehicle. I asked multiple times to speak to management and was refused. At one point I was threatened by the call person stating they would put a note in my file to not take my calls. I’ve never had to deal with a group of individuals as incompetent as I was forced to deal with today. At the end of each call nothing was resolved, they wouldn’t let me talk to manger, and obviously I was unable to take my exam. A complete wasted day I feel I should be compensated for. Not likely that will happen. Today the customer got the short end of the stick.

Purchased the "Premium Real Estate Salesperson Practice Test" for $50 to prepare for the test which was advertised for it's "500+ questions" and "Unlimited Attempts." I went through one practice test of 100 questions, after which I was unable to access the program again. Contacted customer support only to find out that "You may take the practice exams an unlimited number of times: you will need to pay each time." Unbelievable. It's a scam. Would give 0/5 if possible..

** Here I am making yet another complaint, because even when they finally respond, I have still now waited over 10 days and have gotten no emails, and no way to register for a new test, and apply my payment voucher. Aside from dark magic, I have no way to get this company to do their advertised services that the Survey Board hired them to do. I suppose it is time to start finding some people much higher than this terrible subcontracting national testing company as Pearson would have never treated their clientele this way. My request to PSI is not something complicated at tall, its really simple, just let me register for my test and apply my voucher given to me by a PSI representative.

I took my first test earlier this year, and paid the money to then book my test nearby. When I took this test I was sat next to a person who wouldnt stop whistling and talking to himself, thus, destroying my focus and I did not pass my test. Thankfully, PSI responded and did give me a free voucher for this issue.

Then, when I went to apply this voucher, I have been trying to contact PSI for months now and even when I finally get a hold of someone, they just tell me theyll get back to me and I never hear back from them. I have written numerous emails to them and have yet to even get a single response with regard to my booking a new test and applying my voucher.

I am currently writing members in the Survey board in my State now to request help in getting the attention of PSI since they completely ignore their clientele. It seems that only the automated services work with this company but if you have any issues, good luck as they could care less about them. All I have wanted now for 3 months is for them to open a booking window for me and allow me to apply my free test voucher that they gave me, and re take my darn test. Why is this so difficult? PSI. Get me my window and let me book my test please. I have a free voucher, this should not be that hard. What is the issue here? Am I missing something?

Proctors seem rude, our RPA Level 3 exams we are allowed to use a simple math calculator since formulas are really long and online proctors are not allowing it, our professors and organization tells us all along that we can use one now they tell us that we are not allowed to use it. These formulas are nor easy to work with without an actual physical calculator or scratch paper as someone who is above the age of 40 and has not been in school for more then 20 years they are just making it hard to accommodate us the test takers ,They also pick and choose who they want to helor or what is allowed .

Iam writing to complain about my experience with the PSI exam center. On April 20th, I took my esthetician practical exam at the Crossroad Building in Southfield, Michigan. I received my exam result immediately and unfortunately, I failed due to the examiner's discriminatory behavior. The examiner was not watching me while I was taking the exam.

I scheduled for the practical exam again at the Marquette location in Michigan on April 22nd, which was a 7-hour drive for me. I completed the exam there, and they scanned my ID and I signed the necessary paperwork. At the end of the exam, the examiner congratulated me and informed me that I could see my result right away. However, it has now been 18 days since I took the exam and I still have not received my result.

On April 24th, I scheduled for the theory exam at the Lahser Road location in Southfield, Michigan. Unfortunately, I was unable to take the test due to their system issue and nobody was able to solve it. I had to take my theory exam online on April 30th, and fortunately, I passed. I am mentioning all of these experiences to illustrate how terrible and disorganized the exam center is.

I have contacted them approximately 30 times, but they keep telling me that I have not completed the exam on April 22nd. This is despite the fact that there are cameras everywhere and I signed all the necessary paperwork. I have also emailed them several times, but I have not received a response as promised in their auto-reply. The customer service is terrible, and they do not listen or offer any help at all.

Today, after 18 days, I contacted them again, and they sent me the result of the exam that I failed on April 20th. They do not seem to want to help me fix the issue, and I am tired of calling and emailing them. I just want to be licensed as soon as possible. Can you please help me?

I have a disability accommodation; PSI is unable to make the needed adjustments for my accommodations. The times they have scheduled my exam it was rescheduled due to their own mistakes, and they would not correct their mistakes. When I asked to speak to a supervisor, they would not allow me to. They would simply hang up or send me to a deadline.

The time I was scheduled to take the exam at a site I was informed they could not accommodate the extended time, the quite room, and that was the excuse given for me arriving three minutes late to my exam. I had called PSI, to let them know I was running behind schedule, and they assured me everything was fine. I have tried over and over to take my exam and they refuse to schedule the exam stating there is a technical issue. I contacted technical support, and they were able to verify there was absolutely nothing wrong with my computer and that I could take my exam with no problem.

After numerous attempts and continuous calls day after day, I have yet to take my exam. This has been over a month with this ordeal. The test is scheduled to expire within a specific timeframe. As an individual with a disability, no one should have to go through this much trouble to simply take an exam. There is no excuse for this.

I took my first test earlier this year, and paid the money to then book my test nearby. When I took this test I was sat next to a person who wouldnt stop whistling and talking to himself, thus, destroying my focus and I did not pass my test. Thankfully, PSI responded and did give me a free voucher for this issue.
Then, when I went to apply this voucher, I have been trying to contact PSI for months now and even when I finally get a hold of someone, they just tell me theyll get back to me and I never hear back from them. I have written numerous emails to them and have yet to even get a single response with regard to my booking a new test and applying my voucher.

I am currently writing members in the Survey board in my State now to request help in getting the attention of PSI since they completely ignore their clientele. It seems that only the automated services work with this company but if you have any issues, good luck as they could care less about them. All I have wanted now for 3 months is for them to open a booking window for me and allow me to apply my free test voucher that they gave me, and re take my darn test. Why is this so difficult? PSI. Get me my window and let me book my test please. I have a free voucher, this should not be that hard. What is the issue here? Am I missing something?

4-22-23 I took the state portion of the WA Broker exam after completing my exam the proctor said they where unable to retrieve my results and to call in 24 hours. When I called PSI I was told that I will receive an email in 3-5 business days. I see the reviews I know PSI is going to continuously tell me the same thing over and over again. I need to understand why do it take days to receive an electronic result? If we pay for service, what do we get when the service is not provided? And exactly how many days before I will know my results?

We have being receiving numerous complaints from agents about the proctor harassing during the security check of the environment, they are asked to open cupboards even if there is a door on it and they were asked to open the desk drawer which contained pens and stationary, (no paper) and they were made to remove these things. After all this hassle they are not able to focus on the exam, pens and staplers has nothing to do with an exam, we need this to be explained. Thank you!

HI,

I have taken the PSI insurance exam 6 times, my 7th time will be tomorrow. I have a job with an insurance company and an agent who has been helping me study so that I can get a passing grade. I have been studying for months, I have taken the course through Exam FX and Kaplan. I have done live classes, pre recorded classes, read the book twice, rewrote all of the chapters notes in my own notebook twice. Most recently by boss took a week off of work to help me learn how to read the question and do practice tests. I could answer all of the questions with confidence and knew they were correct. I took the exam yesterday and breezed through it, I knew for sure that that I got a passing grade. So I was very surprised to find out that I failed it... not only that but I scored the exact same number I did before this intense week of studying. I find that skeptical to say the least. I am not accusing PSI of wrongfully marking my test, but I do find it strange that I scored the exact same number even though I know in full confidence that I answered more then 10 questions correctly from my last test. I am wondering what the reason is that PSI doesn't send out detailed copies of the students grade? After all, how could they possibly continue to learn if they keep answering the same questions wrong thinking its correct?

On 4-5-23 I took the Wa State Managing Broker exam for real estate at a testing center in Everett. I finished the exam just as their computers were having issues. I was told that my exam was not lost and to call PSI in 24 hours to get my results. 4-6 call to PSI, I was told I would have to wait 3-5 days to get the results. 4-7 call to PSI said my file shows I was absent, will need to clear this up before I can get my results. PSI said need to wait 3 -5 days for file to update & another 3-5 for test results. 4-10 call to PSI, I was told still marked absent will escalate up, will take 3-5 days to update file. On 4-12 the testing center called on my behalf and resent PSI my test information confirming I was not absent and completed the test. was told file will be updated fri 4-14. Call to PSI on 4-14, file still not updated., will escalate and take 3-5 days to update file before test results. 4-17 call to PSI, file still shows absent, will escalate up, take 3-5 days to update and another 3-5 days for test results. 4-18 call to PSI, still shows absent, will escalate file. 4-19 call to PSI still shows absent, asked to speak to a mgr, told one was not available, will escalate again. PSI asked why I wanted to speak to a manager, I told them because it's been over two weeks since I took the test and I still do not have my results. It is hanging me up professionally for what I need to do. I am up for promotion to Managing broker at my office, I need my test results to proceed. PSI insisted no manager is available for me to speak with. will escalate my file can take 3-5 days to update file and another 3-5 days for test results.

***Update

It has been 4 weeks now still with no solution. The representative I had spoken with refused to put a supervisor on the phone let alone give me a phone # to someone else who can take care of my issue. He simply stated he is not allowed to give out phone #s. I've been transferred to other people within the same department and getting the absolute runaround. This organization is so disorganized and unprofessional. Who would've thought getting a result to your exam in which you paid for would be so complicated.

While taking my exam online at the testing center there were technical difficulties in which the exam was very slow. After finishing the exam, I was unable to obtain the results and was told to contact PSI the next day in regards to this issue. I was told to wait 3-5 business days for this issue to get resolved and I would then be emailed my results. As the 5th business day arrived and I have yet to receive my results, I call PSI again. I was told AGAIN that they would escalate my issue which would then take another 3-5 business days. It's been 3 weeks now and I'm still waiting for my results from my exam which is unacceptable. I seriously hope I never have to use PSI again after this terrible experience.