ComplaintsforPearson Education

• Initial Complaint

  04/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  PTCB and Pearson Vue Do not offer refunds for Online ******* Examines they refuse without working with customers to address causes. I can forward email chains for clarification. Both have a no refund policy for non compliance with guidelines that one has to consent to take a test.

  Business response

  04/11/2024

  Pearson VUE requests the complainant to provide more context around the issues they encountered while taking their exam so we may research internally and respond appropriately to the complaint. 

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to write the *** core test that Id paid for. However, when I arrived I was told that since my middle name wasnt in the computer, I wouldnt be able to.The worker told me not to worry and created a case number for me.Over the next few days I tried to reach someone in the company who could help me rebook the test. Every number I called led me to another department where Id eventually get hung up on.Customer ********************** is non-existent with this company.In the end I was only able to contact their chat bot which told me Id have to pay again, even though the woman told me shed created a case number and it would be fine.At this point Id just like a refund since I never got to write the test which I paid for.

  Business response

  04/05/2024

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers.  Per the *** testing policy the candidate was correctly turned away due to the middle name missing from the registration. The name discrepancy has been corrected and we encourage the candidate to contact customer ********************** to reschedule their exam. Pearson VUE therefore considers this matter resolved and respectfully requests that you close this complaint with notation of proper handling of the underlying incident.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently paid $200 for the ***** RN exam through Pearson VUE/NCSBN. I started the exam on 3/15 and completed it on 3/16. Their website advises you that you can get your exam results within 48 for $7.95. It has been 11 days and still no exam results. I called customer ********************** and was transferred around and told to call the nursing board or call the testing accommodation ***** Which both companies stated my results can only come from Pearson Vue. I called today and was advised that my account was placed on hold for investigation for anything irregular. They refuse to give me why they are investigating and a time frame. Every person I speak to can not speak clear English and they keep transferring around. I was on hold for over 4 hours as they transferred to so called supervisor/ manager that just repeated what the previous person said. I paid for my exam and should be able to get my results. If something went wrong during my exam or any issues they should be able to give me a time frame. **************** of ***** Boards of Nursing (NCSBN)*********************** *************************************************************************

  Business response

  04/01/2024

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams.  Pearson VUE operates over ***** Authorized Test Centers.  According to our records the candidate's results have been released.  Pearson VUE therefore considers this matter resolved and respectfully requests that you close this complaint with notation of proper handling of the underlying incident.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The BBB assisted me with getting my refund from them of money that they never should have collected from me. all educator tests in the ******************* have had their fees waived because the governor signed a bill to cover the fees until the $24,000,000 runs out. I took the performance portion of the test again on February 3, 2024 and the results were supposed to be released on February 28, 2024 at 10:00pm. My results were denied because they said I had an unpaid balance. They retaliated because I made a complaint about their unsavory practices that were founded. I recieved a bogus email on February 12, 2024 that they could not ***** me an exception and I called immediately to advise that I had not asked for any exceptions. I also emailed. They did not respond and an agent on the phone advised that it was procedural protocol that was initiated by the testing location because I had a bathroom break.This is retaliatory and I am concerned about ever being able to get a fair score knowing that I have been black balled by this company. They are crooks.

  Business response

  03/04/2024

  Pearson VUE will need additional information regarding the exam the consumer was taking so we may research internally in order to respond appropriately to this complaint.

  Customer response

  03/04/2024

   I am rejecting this response because:
  I took the test on 02/03/2024. Once they became aware that I am vocal they recanted every lie told and released a failing score. This is a cruel grab for money. They are failing minorities on this exam at an alarming rate and it is a discriminatory practice aimed at getting as much of the $24,000,000 as possible at someone else's expense. It has been a very dishonest exchange and I do not believe anything this company says. Listen to the recordings of all of the different information that I was given. There is a disparity between blacks who achieve a passing score and mainstream test takers and I got caught up in the systemic ways that this cheating company defrauds the government. 

  I need a review of my scores. They lied and said that there was an anomaly and that I would have to take the test again and they opened up a new testing window. After I provided the email that stated that my test had been manually reviewed, they returned with a failing score for a very solidly written response. That way they get another $300 out of the pot. This will be my third time taking this assessment and I paid for Teacher's Test Prep which guarantees passing. This is a scam. It deserves news attention.

  
  

  Business response

  03/05/2024

  Pearson VUE will need additional information regarding the exam the consumer was taking so we may research internally in order to respond appropriately to this complaint.

  Customer response

  03/05/2024

   I am rejecting this response because:
  
  They have not specified what information they need. It is all customary for how they defraud high stakes test takers. Please let me know, specifically, what you need.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Pearson Vue to ask if I needed a waiver for my ******** real estate test. I was told I didnt need one and not to worry about it. I walked in to take my exam and it said I needed to take the National exam. I did not study for that particular exam so I chose to leave after having the test center manager open a case. I was told I would receive a voucher when I called and spoke to employee ******* but I would need to wait until tomorrow. I called two days later and spoke to an older gentleman and he told me to call back Wednesday of next week. My waiver was denied. I was told I needed to get my phone records to have a supervisor listen to my call. I am in the process of getting my phone records from the company. I have my waiver now but i would like a voucher or refund considering I am on audio and video not even opening my national exam. Had I known this would be a problem I would have taken the National exam not the state exam.

  Business response

  02/23/2024

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers.  Upon reviews of the calls with the candidate we were unable to locate a call where the candidate inquired about the waiver. A confirmation notice was sent to the candidate upon scheduling their exam appointment. In that confirmation it addresses waivers and provides a link to request the waiver; it states: "*Reciprocity Candidates may test if licensed in another state (for the same profession). If you qualify for a waiver of the national part, please be sure to review the procedures for requesting a waiver on the Pearson VUE web page: ***********************************************************************************************."  The candidates request for a refund is denied as well as issuing a voucher for the candidate to re-test free of charge. Pearson VUE therefore considers this matter resolved and respectfully requests that you close this complaint with notation of proper handling of the underlying incident.

  Customer response

  02/23/2024

   I am rejecting this response because:
  
  I clearly brought up the waiver issue. I am not paying 85 dollars when I did not open the exam. I do not understand why they will not work with me. I have worked to get my phone records and i can go through my calls to find out when I called.

  Business response

  03/05/2024

  Pearson VUE's position remains the same, however as a courtesy Pearson VUE will offer the candidate a voucher to reschedule the exam at no additional charge. The candidate is encouraged to contact customer ********************** to reschedule the exam. Pearson VUE therefore considers this matter resolved and respectfully requests that you close this complaint with notation of proper handling of the underlying incident.

• Initial Complaint

  02/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My son made three attempts to take the tests at home through Pearson to get his GED. All three times the test failed and after conversations with their customer support, it was determined that the problem was on their end and could not be resolved. I was refunded for the tests.My issue is that Pearson required that 4 pretests be taken by my son to make sure that he was ready to test, these pretests are expensive and an unnecessary money grab. Because my son is unable to test due to their system failure, I have requested to be refunded the money for the pretests. I have gone through different departments and was told to email GED Marketplace Store help. I emailed them and gave them all four of my order numbers for reference.They responded by stating that they couldn't look into this without the order numbers and an email address. They didn't even read my email.I tried again, I said it was the email address that they are replying to, and here are the order numbers again, highlighted in yellow. Now they are not responding at all and I am being ignored.

  Business response

  02/19/2024

  GED Testing Service LLC is a joint venture of NCS Pearson, Inc. and the **************** on Education.  Pearson Education is an affiliate company of GED Testing Service LLC (GED Testing Service or ***TS).  NCS Pearson, *** is the parent company of both entities. GED Testing Service is the owner of the well-known *** test, the four-subject high school equivalency exam that is nationally and internationally accepted by colleges and employers.  Individuals must pass each of the four (4) content area tests with a score of ************************************************************************************************************************* which they achieved the passing scores on all four tests (*** Diploma).  After review of the situation a refund of the pretests have been issued to the candidate. GED Testing Service therefore considers this matter resolved and respectfully requests that you close this complaint with notation of proper handling of the underlying incident.

  Customer response

  02/19/2024

   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.

  Customer response

  02/20/2024

   I am rejecting this response because:
  
  

  when checking my bank account I discovered that Pearsons had only refunded me $22.99.

  I purchased 4 practice tests at $30.00 each, these are what I need to be refunded for. Below are the order numbers for the practice tests -

  **************

  **************

  **************

  **************

  ---

  
  

• Initial Complaint

  02/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On the 11th of November 2023, I was taking the *** (DAS-C01) exam using Pearson's services, conducted remotely through an application provided by the vendor. Towards the end of the exam, it was suspended abruptly claiming that I left my computer and turned off the lights, which is not true as I was doing the exam. I demanded the vendor to show the recording (as the exam is recorded) to prove that I had left the desk, which did not happen.I want to note that before starting the exam, Pearson asked me to restart their exam application because even though I could see myself in their application and the camera was recording me, they were unable to see me. This situation repeated during the exam, where I was asked to restart the Pearson application after answering several questions because they couldn't see me. I assume the same situation occurred at the end of the exam, causing the vendor to fail **** tried to reach an agreement with Pearson with no luck. As a result, I initiated a chargeback due to the lack of service delivery or unwillingness on Pearson's part. I won the case after a few weeks when the vendor accepted my chargeback.After winning the chargeback, I tried to register for a new exam to retake it physically at the exam center to avoid issues with Pearson's application. However, the website displayed an error instructing me to contact customer ********************** upon contact with Pearson they blocked my account because I raised chargeback, even though the vendor accepted the chargeback liability. Now they want me to pay for the failed exam and, of course, pay a new fee for retaking the exam. I disagree with paying for the chargeback I won, which is my consumer right.Consequences: Effectively, Pearson has blocked my professional career path because I cannot take any professional *** exams anymore as they have blocked my accounts and are demanding payment for the failed chargeback. Moreover certifications I already have periodically expire and I cannot retake them.

  Business response

  02/15/2024

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers.  According to our records, the candidate experienced multiple technical issues with their video feed during the exam. At one point the lights in the candidate's testing area went off and the ******* was no longer able to see the candidate, therefore the exam was revoked per the testing policy.  The candidate then submitted a fraud claim with their credit card company used to pay for the exam. This resulted in a financial hold being placed on the candidate's account because the candidate technically took an exam without paying for it.  After review of the matter, as a one-time exception the financial hold has been lifted off of the candidate's account and they will be able to reschedule the exam. However, the candidate will be responsible for any fees associated with taking the exam.  We encourage the candidate to thoroughly review the testing policies and ensure all of their technology is working properly prior to taking the exam. The testing policies can be found at *************************************************. Pearson VUE therefore considers this matter resolved and respectfully requests that you close this complaint with notation of proper handling of the underlying incident.

  Customer response

  02/18/2024

   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.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I received a paramedic book bundle with the wrong online resource codes. We were supposed to get platinum planner and *** testing online codes, but I received 2 platinum planner codes. When I call to rectify the situation I was giving the go around out and they pointed to finger at the book store. the books were plastic wrapped with he codes inside and the bookstore wouldn't take the books back cause the plastic was open. when I asked to speak to a manger to get the *** testing code that I need for school. I was told I would be given a call back on January 29th. I never received a call back. when I called back on January 30th I was put on hold and then hung up on. I called again and put on hold. was on hold for over 40 min. they never got me to a supervisor. they don't want to fix this problem and they are just trying to see if they can get more money out of me. seeing if I would just but they books again or pay for a new code card. this is wrong!!! they won't fix there problem and wouldn't give me the respect of following through was a phone call back like they said. extremely unprofessional!! this problem has happen to the majority of the people in my paramedic program and pearson will not fix it. multiple of people have called to try and get the code card issue fixed and they give us the run around. all we want it a replacement code card for *** testing!!!

• Initial Complaint

  01/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They charge $20 for a practice exam that you can't review once you've completed it. The exam I took was the ***** *********** Broker Practice Exam.

  Business response

  01/30/2024

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers.  Unfortunately practice exams are not available to review once completed. According to our records we have no record of the candidate's complaint, however as a courtesy we have sent the candidate a voucher for a free retest. Pearson VUE therefore considers this matter resolved and respectfully requests that you close this complaint with notation of proper handling of the underlying incident.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been overcharged for an online book that my daughter used for one semester. Moreover, despite multiple requests, Pearson has not issued a refund AND is continuing to bill me for the book, two and a half years later!My daughter rented the online Biology book on 9/10/21 for a 4 month college semester. This was the first year Pearson offered access to books this way through their PearsonPlus service. It bills 10.99/mo on a monthly basis, but what was not made clear was the fact that the rental does not cancel at the end of the period. The student has to manually go into their Pearson account and cancel any rented books, or they will continue to be billed for them for perpetuity. As of this writing we have been overbilled for 24 months, equalling $263.76 in charges beyond the valid $43.96 we paid for the 4-month semester, for a grand total of $307.72.On 12/10/2023 I discovered the issue and called Pearson at ************ to ask that they stop billing us and issue a refund for the erroneous charges. I opened case# ********. After escalating to a supervisor I was told that their policy was not to issue more than 1 month worth of refund, but they would do that and cease billing us. I asked them to try escalating to another manager. On 12/13/2023 I called back and spoke to a supervisor, who informed me the request was denied. She said they could still cancel it and issue the 1 month refund for December. Today I called them because not only did I not receive any refund, but I have been charged again on my Dec 2023 bill and my Jan ************************************************************************** while insisting they will not refund more than 1 month. I tried working with their call center but they outsource to a foreign country and it is very difficult to get them to understand the issue. Please, any help you can offer to get them to stop charging me and refund as much of the $263.76 that we were overcharged would be greatly appreciated.Best regards

  Business response

  02/02/2024

  Hello Everyone,  We are sorry you are having issues with your Pearson plus subscription   We have cancelled your subscription and have issue credit for the January and December charges.   Unfortunately we cannot issue credit for the 2022 or 2023 payments.  Per our terms of service the customer could have cancelled the subscription at any time after the 4 month term.   Our Customer ********************** team received no request for cancelation in 2022 or 2023.  Since the subscription were not course based we were under the assumption that the etext was still in use.  Please let me know if you have any questions.   Thank you.

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