ComplaintsforAssessment Technologies Institute, LLC

• Initial Complaint

  09/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  When you take a **** test it costs $150 each time and you get one free transcript. I did not send my first transcript because even though I had a passing score the program is very competitive so I was hoping to get a better score. My second test was not better so I clicked on send transcript. They sent 2 transcripts of the same test, the lower one, to my school. When I contacted customer service they stated that the only thing I could do was pay 30.00 for a new transcript. When I explained to them that I already paid 150 for the transcript that they stated comes with the test they gave me an email address. It has been days and no one has replied. I contacted my school and they still haven't sent them the correct score. I believe that they do this on purpose to extort any other fees they can get out of nursing students. There is no other explanation for why they would send 2 copies of the same score to the same school and then refuse to fix their issue. I am going to pay the 30.00 because I need to get into this program. Although truthfully I believe I should receive a 150.00 refund because they lied about the transcript, and I have spent a lot of time I don't have contacting school and ATI. I know that's not realistic.

  Business response

  10/07/2022

  Thank you for bringing this to our attention; we welcome the opportunity to promptly respond to our customer’s experiences with our products and services.
  
  When registering for a **** remote proctored exam administered by ATI, we offer one free transcript of $27 value to send to the school of choice after the exam is completed. If there is more than one attempt at the exam, the customer selects which transcript they like to share. It appears on August 30th the customer selected to send the scores for the exam taken on August 30th to ********** **** ** ********** for both their ADN and PN programs which is why the school received two transcripts. On September 27th we responded to the customer’s email inquiry and added an additional **** Transcript Credit to their account as a courtesy. It appears that transcript credit on September 27th was used and the scores from the exam taken on July 8th were sent to ********** **** ** ********** the same day. We are unable to issue a refund for the exams in question since both exams were taken and free transcripts were successfully sent to the institution selected by the customer. We are however, happy to provide one (1) additional free transcript the customer may use to deliver to another educational institution of their choosing

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am due a refund for two exams I paid for to ATI for $122 each + $27 x2 for each loss of free exam report I am supposed to have. I hope I can make sense of my issues because these issues are very emotional for me. I am a student without much money. The tests are expensive at $122 each. Also I'm supposed to get 1 free exam report, but ATI counts the testing center (****-a school I don't attend) to be my school and makes me pay $27 for another report each time to my actual school. The fact that ATI has not even responded to me. I am very saddened by this financial scheme because otherwise I've found ATI's academic content to be extremely helpful and inspiring. Exam 1 - Order # ************ for digital exam product Order Date: 07/06/2022 for $122 Date & Time: July 22, 2022 12:30 PM PST Issue: I experienced a technical error during my exam at a testing center. On the version 7 exam, some of the new free answer questions weren't letting me input an answer. It's a new feature and it's very glitchy. The proctors at the **** testing center first restarted my exam on another computer. When that didn't work because the issue was technical with the exam itself, the proctors ignored me. I immediately attempted to notify ATI, but no one has even responded to me. There is no way for me to know these questions were scored wrong and affected my exam outcome. ATI is 100% at fault for this issue with their product. Exam 2 - Order # ************ for digital exam product Order Date: 04/26/2022 for $122 Date & Time: June 16, 2022 09:00 AM Issue: I still remember being sick to my stomach being told I can't even reschedule my exam by ATI's customer support line even though I told them I had been DRUGGED the night before. This is an academic exam. I was unknowingly slipped a date rape drug before the exam. I notified ATI and they said there is a no refund policy and no rescheduling, but I could not show up and lose the $122 to not count the exam. I don't have money!

  Customer response

  07/29/2022

  
  In regards to my complaint #********, I noticed only 2 of my 4 receipts were included in my complaint. I had actually uploaded 4 receipts. I was billed far more than than by ATI, but there are just the 4 receipts I believe should be refunded to me.
  
  I’ve filed BBB complaints against a business before, but this one has unusually hostile and bizarre energy. Just how many people have reported their tests not working, and 0 customer support from ATI?
  
  Sincerely,
  
  ********* *********

  Business response

  07/29/2022

  Thank you for bringing this to our attention; we welcome the opportunity to promptly respond to our customer’s experiences with our products and services.
  
  If an exam is administered via an Institution, any concerns that take place on the day of the exam must be filed with that institution.  Once filed, the institution will contact ATI with documentation.  The correct process for inquiry was followed for order ************.  The institution confirmed that technical issues occurred on 7/22 during the time of the exam and requested a refund on behalf of the student.   That refund has been processed.  Refunds may take 5-7 business days to post to an account.
  
  When registering for a TEAS exam, our site states, “If you are testing at an institution or at a school testing center (in-person or online remote proctored), your TEAS transcript that was included in your TEAS Exam registration is automatically sent to that school/location. You don’t have to take any actions, that transcript is automatically uploaded into your school’s database. You cannot choose an alternate school for your submission of this transcript. If you are applying to more than one school or different school than where you are testing, you will need to purchase additional transcripts or transcript credits for those submissions.”
  
  If a student is unable to attend an exam due to illness, they may provide documentation for a reschedule exception. This information is clearly posted on our website. “We are unable to reschedule or refund TEAS registrations without a documented emergency. Once an exam date has been purchased, it is final. Because of this, it is important to contact the school(s) to which you are applying before registering for the exam to understand important deadlines and to give yourself at least six (6) weeks to study prior to the exam. If you registered for a TEAS session and have an emergency such as a death in the family, medical issue, or other urgent matter, an exception can be made once the Registration Department receives your documentation. If you registered to take your exam via an Institution, e-mail *********************** with the following details and proof-of-emergency documentation:
  -Username on the account.
  -Order Number (located on your purchase confirmation e-mail or in your ATI Account under (Purchases and Payments), well as Date, Time, and the Location of the originally purchased exam.
  -Two alternate dates and times when you could take the exam that are offered by the institution where you originally purchased.
  -If there is no date and time that will work, state that you are requesting a refund.
  -A brief description of your emergency (Examples: Medical, death in the family, work or school conflict).
  -Attach the proper documentation of your emergency to the e-mail. (Must be attached for consideration.)
  
  Thank you and have a great day!

• Initial Complaint

  04/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was scheduled to take the TEAS test 2-3 months ago and their product did not work. In other words when I tried to take my test it would not let me begin the test. So, I contacted ATI to get my money back(115.00) and surprise, surprise their refund policy sucks. So I went to my bank to get the money back. The bank refunded me but today I look at my account and see that ATI took the money back and this months after the fact!!!! This makes absolutely no sense and I am extremely unhappy with this.

  Business response

  04/22/2022

  Good Afternoon,
  Thank you for your email.  ATI does have a no refund/reschedule policy.  This policy is clearly stated on our website as part of the checkout process.  Customers must acknowledge and agree to this policy prior to making a purchase.  This purchase policy reads "I have reviewed my order carefully and confirm that it is accurate and complete.  I have verified that my coupon code (If applicable to my order) has been added and calculated correctly.  I understand that this order, once submitted, is non-cancellable and no returns, refunds, reschedules, or credits are available for this purchase.  Please call Customer Service at ************** for additional questions.  Note: You will not be able to submit your order if this box is not checked".  

  When choosing to test remotely, ATI does not consider technical issues on the tester's computer or internet to be a valid reason for a refund or free reschedule exception.  All technical requirements are to be met before the start of the assessment and use the Dry Run assessment to test your system.  If there were technical challenges on the ATI side for an exam proctored by ATI, the exam department can verify that via their proctoring system.  If this applies, please contact that department at **********************.  If the exam was proctored by another location (Institution or Test Center), you would need to contact that location.  

  ATI does not keep credit cards on file.  In reference to your bank dispute, you would need to contact your bank to discuss any refunds or charges that are on your account.  
  

  Thank you and have a great day! 
  

  
  

  Customer response

  04/22/2022

  [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: ********
  
  I am rejecting this response because:my computer or internet was not the issue! It was your faulty product. Anyways, what the **** kind of legit business geared towards students has a no refund policy? It is just strange to me that your test price has constantly increased now to $115.00 and you have this ** policy. Keep doing shady business practices and people will keep complaining!
  
  Regards,
  
  **** *****

• Initial Complaint

  02/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted ATI, not asking for a refund of my registration payment. My community college directions contradicted what was listed on ATI's website. Again, I am not wanting a refund. I only asked for my registration to be moved from one exam type to a different exam type. It is unbelievable that a customer-facing business refuses to assist its customers. They pretty much have a monopoly in Nursing as it is the only option available for TEAS admissions examination to get into a nursing program in the state of Missouri. As a nursing student, you literally have no other option than to go through ATI to be admitted into a nursing program. This is why they know they can get away with such a ludicrous policy.

  Business response

  03/01/2022

  Good Afternoon,
  Thank you for your email.  ATI does have a no refund/reschedule policy.  This policy is clearly stated on our website as part of the checkout process.  Customers must acknowledge and agree to this policy prior to making a purchase.  This purchase policy reads "I have reviewed my order carefully and confirm that it is accurate and complete.  I have verified that my coupon code (If applicable to my order) has been added and calculated correctly.  I understand that this order, once submitted, is non-cancellable and no returns, refunds, reschedules, or credits are available for this purchase.  Please call Customer Service at 1************* for additional questions.  Note: You will not be able to submit your order if this box is not checked".  
  
  The customer would still have access to test under the process that was purchased.  If the Institution provided incorrect directions, please send a screen shot of the incorrect directions on their site to oradmin@atitesting.com along with the requested change information. This will also allow us to follow up with the Institution if there is incorrect data.  The registration team will review the information to determine if the directions are incorrect and if an exception should be made.  
  
  Please let us know if you have any additional questions.  Thank you and have a great day! 

• Initial Complaint

  02/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $115 for an exam on Jan 27, 2022, for an exam on February 4, 2022. I was logged in and ready for the test at 5:55 EST. I received an error message reading "waiting on proctor to allow you in" meaning the app required for the exam malfunctioned. I talked to the very rude representatives to try and reschedule the test, but to no avail.

  Business response

  02/07/2022

  Good Afternoon,

  Thank you for your email.  Friday, 2/4/2022, this customer contacted the Test Security Manager in reference to missing the exam.  Based on details from the exam logs, an exception was made by the Manager to reschedule this customer.   The customer should have an email from the manager that was sent at 9am central on 2/7/2022.

  Please let us know if you have any additional questions.  Thanks and have a great day!

• Initial Complaint

  01/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am a Graduate student of ********* ******* ******* ********* ID # ********. Upon completion of my nursing courses at ********* I should have received a welcome survey which would allow me to begin preparation for the NCLEX RN State Board which is prepaid by my institution. According to ********* I should have received this email on 12/14/22 which I never received. I have contacted *** ******** Administration several times via email to which I received automated emails basically stating due to covid we are backed up and will get to you when we can. I have also reached out by telephone and was directed to send an email to *** ******** Admin. It has been over a month and I still have not received the product. I would like someone an actual person not an automated message to reach out and resolve this issue. As a test preparation service ATI is well aware that the sooner you begin NCLEX RN prep following graduation the better your chances of passing the first time will be. I understand due to Covid you are very busy but It has been over a month now.

  Business response

  01/26/2022

  Good Morning,

  Thank you for your email.  After review, it was found that the email address that was provided to ATI may not have been accurate.  We have updated the email address so there are no additional issues.  You should also have a voicemail from the account manager as well.  We apologize for any delays you may have experienced. 

   

  Please let me know if you have any additional questions.  Have a great day!   

  Customer response

  01/28/2022

  [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,
  ******* *********

• Initial Complaint

  01/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Like almost all of the other reviews on this site, ATI is keeping my test registration money even though no services were rendered. I purchased a test registration from ATI in 2014 through Order ******* for $115 because it was a requirement for my school. The school later informed me that due to prior classes I took at Community College, I was exempt from having to take the TEAS. At that time, I asked for a refund and was denied because of their no refund policy. I was disappointed but accepted this because I figured I would likely have to take these again as I progressed in my Nursing education. Now I have to take these again and I wanted to use this registration / Order to sign up for a new test. Their new system only allows you to register/buy/schedule all at the same time, so I cannot apply my previous registration. I reached out to ATI multiple times and had it escalated and they claim that my registration was only good for one year. I have requested documentation on this because I never saw this when registering in 2014. I do not know how this company has an A+ rating because they have a clear disconnect with their student customer base who typically already struggle with funds through school and then have to deal with this company fighting tooth and nail to keep their hard earned money when no services have been rendered or making them pay again.

  Business response

  01/20/2022

  Good Morning,

  Thank you for your email.  ATI does have a no refund policy.  This policy is clearly stated on our website as part of the checkout process.  Customers must acknowledge and agree to this policy prior to making a purchase.  This purchase policy reads "I have reviewed my order carefully and confirm that it is accurate and complete.  I have verified that my coupon code (If applicable to my order) has been added and calculated correctly.  I understand that this order, once submitted, is non-cancellable and no returns, refunds, reschedules, or credits are available for this purchase.  Please call Customer Service at ************** for additional questions.  Note: You will not be able to submit your order if this box is not checked".  

  If a student registers for a PSI exam, information around the exam is included in the product details page and confirmation letter that exams must be taken within a year from the date of purchase.  

  Please let us know if you have any additional questions.  Thank you and have a great day! 

   

  Customer response

  01/21/2022

  [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: ********
  
  I am rejecting this response because: this business sets up their whole platform to be able to keep customers' money regardless of whether or not they provide any service.  It is a terrible model and should be illegal IMO.  Students really have no choice but to use it, which is why it is still around.  Refunds or credits are basically against company policy.  I do not understand how that is either ethical or legal.  

  In regard to my case specifically, I did not ask for a refund.  I just want to use the registration that I paid for.  I was never informed that my paid test registration would expire after a year.  Please provide me with a link or exact steps to a place where I can see it.  I do not want to see pasted text that the business types up on the spot and adds a blurb about expiring after a year.  Where can I see this exactly?  And please do not be so conniving as to change your web page now to reflect that.  Unfortunately you have proven that this is how you operate, but please in this case, at least do the right thing.  

  
  Regards,
  ******* *******

• Initial Complaint

  12/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There was a technical problem with my web cab I was unaware of when I purchased the ATI test. I asked for a refund to test at a site since I had no access to a working web cam and emails and emails after have not gotten the issue resolved. I have even tried asking to be rescheduled and all that is done is a circle of different people emailing me to resend the information for review. I have gotten 5 different people emailing me when i contact them and all are no help they are taking me for a run around. Order Number: ************ Order Date: 7/2/2021 Account Number: ******* Student ID: ******* Promotion Code: Payment Method: Credit Card TransactionID: ************ Invoice Number: ******** Purchase Order Number: n/a Delivery Method: ElectronicCoupon Code: Email Address: ************************ Questions? ATI Nursing Customer Service Phone: ************** 

  Business response

  12/17/2021

  Good Afternoon,

  Thank you for your feedback and for the opportunity to look into this further.  After review, we do have multiple contacts that were promptly responded to.  As part of the exam process there is a Dry Run assessment that is provided with purchase.   The purchase confirmation includes instructions for accessing this dry run exam to test computers prior to the day of the exam.  

  Please let us know if you have any additional questions.  Have a great day! 

*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. ↩