ComplaintsforAssessment Technologies Institute, LLC

• Initial Complaint

  10/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  08/20/24-09/30/24 For testing I paid $120 The business committed to providing resources to become a successful nurse. This company accused me of providing a third party to test on my behalf which has caused a deter in my life. When asked for specific details about the alleged incident to understand the nature of the accusation , the company refused to speak or show any proof. The business refused to resolve the issue or come to an agreement.

  Business response

  10/23/2024

  Thank you for your feedback. Due to the Family Education Rights Privacy Act (FERPA), ATI is not able to share on a public website any educational records or data pertaining to any specific student. We appreciate your collaboration with our Test Security department thus far, and we highly recommend that you continue to work directly with them for any further assistance regarding this specific issue. They are best equipped to provide you with the necessary support and guidance.
  Thank you.

  Customer response

  10/24/2024

  
  Complaint: ********
  
  I am rejecting this response because: your test security department is failing to reply or provide me (the accuser) of such action. I would greatly appreciate any effort to help resolve this matter.
  
  Sincerely,
  
  ******** ******

  Business response

  10/31/2024

  Thank you for contacting ATI,
  

  We connected with our Test Security team who informed us that communication was sent to the user. The communication sent stated that Test Security’s decision is final and no more information will be provided. Again, we can’t discuss the details of your situation on a public site due to Due to the Family Education Rights Privacy Act (FERPA).
  

  Thank you

• Initial Complaint

  10/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  9/21/24 I was scheduled for my exam and I could not get into my exam. I called and I emailed. I finally got in contact with a proctor and he was unable to help. He transferred me to tech support. No one answered. I waited an hour. I called back while still on hold with tech and the second proctor told me that tech left at 12:30 that’s why no one answered. I hung up and the proctor was able to get me in the exam 15 mins before it ended. My exam was 4 hours but I only got to complete 50 mins of it. The proctor left the exam and closed me out of it. I was not refunded and my score was 25% they will not remove the score.

  Business response

  10/04/2024

  Good Afternoon,

  Thank you for reaching out to ATI. Due to the Family Education Rights Privacy Act (FERPA), ATI is not able to share on a public website any educational records or data pertaining to any specific student. We appreciate your collaboration with our Proctor department thus far, and we highly recommend that you continue to work directly with them for any further assistance regarding this specific issue. They are best equipped to provide you with the necessary support and guidance.

  Thank you.

• Initial Complaint

  07/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  29th of June I was scheduled for an ATI exam I paid 120$ for the exam. I have three laptops None of the computers were able to log into the test! I tried to log in at 7:30am We tried to download the lock down browser with no success I tried numerous times to contact ATI between phones and live chat with no results 8:37am we got in contract with ***** from live chat She tried to connect to TI no response the chat ended no TI We continued to try to log on with no success I spoke to ***** at 10:49 he was the proctor he realized I was attempting to call from 7:50am and I called no answer till 10:49 At that time the proctor named ***** attempted to help with two different computers unable to successfully help me. I stayed on the line for IT! No IT staff available to help me call ended I was not aware that IT was not available that day for the exam until I called again and spoke to ****** at 11:16am on the day of the test . ****** explained to me that there was no TI available that day and that I should speak to someone Monday morning about the exam On July 1, 2024 I called ATI and spoke to someone named ******** at 12:20 pm she looked into the records and could see that I attempted numerous times to log into the exam and she acknowledged that the company was aware of the not only the phone calls but also the computer log in attempts that were made She gave me all the information of the people that I spoke to that day of the exam and stated that I should make a complaint or request to reschedule the exam My mother also attempted that Monday after the exam to call ATI and explain what happened and they were absolutely rude to my mother did not want to help my mother at all or to help me even though my mother explained everything! They explained that there are no refunds, but yet they explained to my mother that the problem has to be on my end which admitted via my conversation with ********, she works there that it was not on my end that the problem occurred

  Business response

  07/16/2024

  Good afternoon,
  Thank you for contacting ATI, we apologize for the difficult time you faced during your exam. We reviewed your case and we will definitely allow you to reschedule your TEAS exam free of charge. We can only reschedule you for the same test site (TEAS at ATI Remote Proctoring) or we can issue a refund for your exam if you choose to test through a different test site.
  Please email our Online Store department at onlinestore@atitesting.com with your desired test date. Include two or three backup dates as well if your desired date becomes unavailable. Please make sure you take the dry run test on your ATI account a few days prior to your test date to ensure your equipment is compatible with our site. Please let us know need further assistance. Thank you

• Initial Complaint

  05/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid ATI testing to do the teas test it took about 1 and a half hours before I was able to resume my exam all the while the test was running, I had a 3.3 way below the level I paid again but picked the wrong date, which was 4/9/2024 but I picked the 8th called back and the supervisor as for a doctor note in order for me to move forward I had to send her my appointment information to be able to proceed, that has all my medical information on it, the supervisor instructed them not to talk to me but hang up on me, which they continue to do, even today when I called they hung up on me, I was simply trying to get credit for 1/2024 and apply it to the new test on 4/15/2024 they want me to online store email which I don't have that much time for the email, I need a corporate supervisor not the one's that's both supervisor and manager.

  Business response

  05/07/2024

  Good afternoon,
  Thank you for contacting ATI. When certain escalations occur, we require communication via email for documentation purposes. This includes proof of emergency to reschedule the TEAS for free which is also stated on our website. After rescheduling the exam, you were able to complete it. Since you were able to complete the test, we are not able to offer a credit or refund.
  Thank you

  Customer response

  05/09/2024

  I went the ED on February 27, 2024, treated and release four days later. this has no relevancy on taking the test, during casual conversation with the supervisor I shared with her, I look through for upcoming appointments knowing that I had a f/u appointment on 4/9/2024 for the ninth I accidently checked the eight, this happened on the seventh, so I decided to do a dry run on the eight at that point I realized that I checked the wrong date which was the eight, I should have checked the ninth, many of us are Quilty of that, so I dialed the number immediately to let them know what had happened, the representative was very confrontational I was just trying to notify the office what had happened it took another turn, so I said I will be making a call to the corporate office his response was "you threating my job" I said no but I will make a complaint on you to corporate, not sure what he told the supervisor the whole dynamic changed, that when she asked for the letter the supervisor wouldn't have known if I didn't conversate about that with her. so, then she gives me three days I would have had to go back to the doctor's office to get that letter and it wouldn't have happened in three days now what other choice do I have, now my medical information is out there, January 3, it took about seven tries before I could get on to the exam all the while the test is running so the reading portion was cut off before I got finished, at this time I'm exhausted tired and had to go to work there was no way of doing that and getting to work for three o'clock, the supervisor sent out a broad email not to talk to me so now one said to me "shut up and listen because we should not be talking to you" another one said that was threating her with a lion, they would hang up on me, all because this representative told the supervisor something I have no idea just trying to let them know that I checked the wrong date, here we are I have had good conversation with the supervisor, WHAT WENT WRONG

  Business response

  05/09/2024

  Good Afternoon,
  
  Thank you for contacting ATI. Per our policy, we do require documentation to reschedule tests. In the case of a medical issue, the documentation we ask for is a generic note saying the tester was seen at their office. We do not require the reason for the visit to protect the tester's privacy. Jeanette did provide that generic note. After granting her reschedule, she was able to complete her test. We are unable to issue a refund or reschedule since the attempt was completed. Due to less than civil conversations with our agents, we did require her to email for the sake of clarity.
  
  Thank you
  
  

• Initial Complaint

  04/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently was enrolled at ***** College in Toledo Ohio. I graduated in December and was not able to access Vati through instructions from my school. Which set me back 2 weeks in the Vati. My time expired and I ended up having to renew Vati. I explained the circumstances and explained it was out of my control and was still charged to renew. Honestly, the whole ATI/Vati program is a money scam and I don’t believe any of it contributed to me becoming a nurse. It set me back in time and I was not able to sit for NCLEX right after graduation.

  Business response

  05/02/2024

  Thank you for reaching out to ATI,
  The Virtual ATI program is designed as a comprehensive, self-paced 12-week program. Regrettably, in the event of user inactivity or failure to obtain the greenlight, the program will inevitably reach its expiration date. To continue utilizing the program, the user will be required to pay the renewal fee. Should the greenlight be mandated by your institution, we kindly advise you to reach out to them.
  

  Thank you 

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a product (exam result transcript) where they should send my transcript to my college, but the name of College is not in their system. After I purchased the transcript, they told me they can't send it to the college since the college is not in their system, instead blamed me for not knowing that my college is not in their system. Spent 3 calls for them to make it right only for them to e mail me telling me It was my fault, see the attached e-mail. see they have the monopoly for this that's why they don't care.

  Business response

  04/23/2024

  Good afternoon,
  As we previously discussed earlier today, we reviewed the calls where you requested ATI to provide steps to send your scores to institutions. Our agent provided the correct steps to send the test scores through our system. Unfortunately, not every institution requires students to send scores through our system which is why your school wasn’t listed. Our products are non-refundable and it’s the student’s responsibility to ensure they’re following the institution’s instructions to apply to their nursing program. Please contact us directly if you have any questions.
  Thank you

• Initial Complaint

  03/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I started the Registered Nursing program 2/12/24. Our class was told we would get free access to ATI testing online until 2/29/24 which was not true. Multiple students tried to access between those dates above and couldn’t. I finally was able to use my husbands credit card on March 1st to purchase the package for school for $522.20 since our first test was 3/4/24. I was only able to complete 1 of 5 tests due to now needing surgery. The new test I did take, the written ATI materials that could have been helpful for our test were given to us late because they arrived late which was no fair. I should be able to get a refund for the other 4 tests that I will not be able to take. I tried speaking to the company by e mail and by phone and they keep telling me my institution needs to request the refund but, my institution did try and were told I probably wouldn’t get a refund and I had to go through ATI. Why would I not get a refund for something I didn’t even get to use that I purchased only 3 weeks ago and have a receipt for. I am a mom of 3 on disability with debt and now even more debt from I program I can’t finish. It just doesn’t seem right. Also, the fact that you can’t get through to a manager on the phone but are told refunds have to go through an account manager is weird.

  Business response

  03/27/2024

  Good morning,
  Thank you for contacting ATI. ATI writes, publishes, and handles the payments for materials required by some institutions. However, these institutions provide the students with the materials and determine when they can be accessed. (Please see your receipt). Any refund requests for ATI materials provided by an institution that require payment, will need to be requested by the institution.
  Please let us know if you need further assistance. Thank you. 

  Customer response

  03/27/2024

   
  Complaint: ********
  
  I am rejecting this response because: My institution stated they requested a refund and were told ATI denied the refund. I will not be utilizing the product any further than the last day I used it which was 3/20 which was only 19 days from purchase with only 1 out of 5 tests taken. This does not seem right and I have messaged my institution again.
  
  Sincerely,
  
  ****** ***********

  Customer response

  03/27/2024

  In the attached files it states that I was given the wrong information by ATI and that my institution does not refund the amount but, ATI is suppose to refund which is why we go through the site directly. Also, my institution stated I had access to the product for 14 weeks which is not true. Multiple students did not have the free access that was promised and couldn’t afford to purchase for a while due to having to cut back work hours per our program instructors advice. Also, I only had access for 3 weeks from 3/2/24 to 3/20/24. 

  Business response

  03/28/2024

  Good Afternoon
  Thank you for reaching out to ATI. We appreciate your concerns and would like to provide you with some clarification regarding the issue about your semester payment refund request.
  We have already been in contact with the school regarding this matter to ensure that any potential confusion is resolved. We understand that you may have expected a refund for your semester payment, however, it is important to note that semester payments are non-refundable. For further details on this policy, please refer to the ATI Student Payment Memo.
  It is worth mentioning that institutions are responsible for granting students access to the products and materials. Therefore, any concerns or inquiries regarding the timing of accessing your materials should be directed to the school. They will be able to address any issues and provide you with the necessary support.
  We apologize for any inconvenience or frustration this situation may have caused you. Our team is committed to providing the best possible service, and we appreciate your understanding.
  If you have any further questions or require additional assistance, please do not hesitate to reach out. We are here to support you and ensure a positive experience with ATI.
  Thank you. 

  Customer response

  03/29/2024

   
  Complaint: ********
  
  I am rejecting this response because: I truly feel that if you were an honest company with good values and beliefs, you would have a policy or guidelines in place for people who did not have control of their health or situation. To take that kind of money from students and to not give a refund under any circumstance does not seem right or fair. You should him about revisiting you policies. Also returning staff to not give inaccurate information. I do feel a refund would be valid here for 4 of the tests I did not take. 
  
  Sincerely,
  
  ****** ***********

• Initial Complaint

  03/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am writing in regard to an issue I encounter with this organization.I was unable to use my laptop which is a Chrome google notebook for the exam. I reached out to the company and explained I was unable to get into the exam. When I checked it didn't give specifics about what kind of laptop to use. I have one that has a webcam and microphone this was part of the test of making sure these items would work and they did. I paid $152.in change for this test. I suggested that we move it to an onsite person test.I live in Delaware county in New York and told the person that Binghamton was less than an hour for me to go take the test another day. I know they have no refund policy but when the last minute they tell me my computer was not compatible with the test. I, unfortunately, had to pay another $130.00 to take in Binghamton, New York for March 9, 2023. When the problem was realized they refuse to resolve the problem. So I am out a lot of money in such a short time with their policies of computers when you do a dry run to set up for the test and through emails, I was told it was not going to work. I feel this company should not be allowed to keep anyone's money if they put up information on their dry run. I was told I was to have IPad which I don't own. It states no phone and something that wasn't allowed to be used, but I'm not allowed to use my laptop. I have a desktop but it doesn't carry a webcam. But my laptop does. Instead of making difference in being a paying customer, they would have been willing to work with me. The person who also emailed that I had better take the exam by 5:30 pm which I tried to tell them I couldn't because of my situation of what I had to take my test on. Can you please look into this matter?

  Business response

  03/07/2023

  Good morning,
  Thank you for contacting ATI. When registering for remote proctored exams for TEAS at ATI, our website states specifically that Chomebooks are not supported at this time. This information can be found on the website prior to registering for the exam under System Requirements for TEAS at ATI Exams. However, we have made an exception to our policy and have issued a refund for the exam registration fee, minus the additional fee you paid for the TEAS Transcript Credit.
  
  Please let us know if you have any additional questions. Have a great day!

  Customer response

  03/08/2023

  [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.]
  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.
  Regards,
  ********* *****

• Initial Complaint

  02/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I asked which test to take from an employee of this company and paid for it and it turned out to be the wrong test. So I paid for the correct test past it thinking they would refund me for their mistake. They transferred me literally for months from department to department and never refunded me. I want a refund.

  Business response

  02/24/2023

  Good Morning,
  
  Our agents are available to answer questions about ATI tests and are available for guidance. However, our agents are unaware of what institutions require and it’s the client’s responsibility to ensure they’re registering for the correct test. We’re unable to locate any records that the client contacted us where an agent provided the incorrect information. Despite this, we've made an exception and issued a refund for the registration fee.

  Customer response

  02/24/2023

  [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.]
  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.
  Regards,
  ***** ****

• Initial Complaint

  12/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  11/26/22: purchased ATI’s Comprehensive Study Package. Began using SmartPrep tutorial following day. I noticed some glitches. It occasionally logged me off the system while being on in it less than five minutes. It would display “error” message when I tried logging back on. 12/3/22: emailed tech support. Over weekend, I continued to use the program, but every time it logged me off and would not let me get back on after the first attempt. 12/5/22: ATI tech support responded to email. General advice given on how to “fix” problem. Tested on several devices (iPad, MacBook, PC), same outcome. Contacted customer support. Spoke with ******, quite unpleasant. Asked to speak with someone in billing for a refund, she disregarded my concerns speaking over me. Call transferred to tech support during conversation. I hung up, I was frustrated. Sent another email to general inbox. Later got reply that someone from online store will be contacting me. 12/6/22: received ***** email (see email). She obviously missed the point here. I did not choose the programs I purchased inadvertently. I invested in ATI's Comprehensive Study Package because I wanted to prepare for this exam as effectively as possible and this has not been the case since I began using programs with all the tech issues. ATI must be aware of technical faults or problems with their software, as I have never seen a business force you to "check" on their disclosure box before you could even make a purchase. I do think ATI is being dishonestly when they consciously make it impossible for the customer to receive any assistance and are dismissive about your claims. There is a strong sense of deceit in this matter. I'll wait for reply. If speaking with their customer service agent on 12/5 is any indication of how their employees behave toward their customers, save yourself the trouble and please just refund me my money. ***original letter uploaded, over 2000 characters***

  Business response

  12/14/2022

  Thank you for bringing this to our attention; we welcome the opportunity to promptly respond to our customers’ experiences with our products and services.
  The Client Care Management team responded to your email on December 12th and we’ll be issuing a refund check for your product purchase. Please expect the check to arrive within the next 45 days. We apologize for any inconvenience and invite you to contact us if you have any further questions.

  Customer response

  12/14/2022

  [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.]
  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.
  Regards,
  
  *** ********

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