Prometric — Customer service and testing policy

Address:

22002 64th Ave W # B, Mountlake Terrace, WA 98043

On May 17th, I called the prometric phone line of[protected] to schedule my test for home health aide. The process went well but I would have to travel from Seattle to Olympia, a distance of 60 miles, to take my test on June 22nd. The reason for such a far location is that they cannot look in availability of more 30 days and my Vietnamese Language test needs a translator that has to be on site for the whole time which would make the whole testing site only Vietnamese test for that day. I happily accepted that and followed the rule. I was also noticed by the agent that there would be a cancellation fee of 25$ if I would like to reschedule. The next day, May 18th, I found out that my classmate who's in the same care giver program as me got a location in Kent on July 25th. I called again on May 19th to see what happened, and they said it was scheduled wrong by another agent. I got an answer that they could not do anything for me from both the general agent and the supervisor whose name is Shanai. They said it was non of their false and if I'd would like to cancel my appointment and pay 30$ fee. They also stated that they won't be able to schedule me the same day as of now since it's more than 30 days ahead. The conversation went back and forth for 40 minutes just on me telling them that they broke the rule and they either need to work on my case by waiving the fee for me and informing all the employee to make sure that the same mistake does not happen again or they need to do something about the other case. Shanai denied to do both and told me that she's the highest manager and paying 30$ fee and being put on differed is my only choice. She eventually puts me on hold instead of hanging up to make me give up. During the process i asked for employee number as well as her title and she said she does not have an employee number and I can call her whatever I want either manager or supervisor. That is very unprofessional of a company that work for the government. THE SYSTEM IS BROKEN AND I HAVE TO BE RESPONSIBLE FOR FOLLOWING THE RULE AND BE IN THE DISADVANTAGE.