Complaints

This profile includes complaints for Pearson Education's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Pearson Education

  5601 Green Valley Dr Ste 220 Bloomington, MN 55437-1186

• 

  Pearson Education

  PO Box 997 Owatonna, MN 55060-0997

• 

  Pearson Education

  5601 Green Valley Dr Ste 300 Bloomington, MN 55437-1099

• 

  Pearson Vue

  36 Hemingway Dr Riverside, RI 02915

• 

  Pearson Professional Centres

  #201 - 818 Broughton St Victoria, BC V8W 1E4

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to go online on Sunday 3/24/2024 to reschedule my Fl real estate exam which I found that I had no access to my account. I attempted several times requesting a new password with no email being sent. When called I was prompted to contact the offices on Monday as they were closed. Calling Monday morning I was still not helped and told to let just allow test to cancel and repay. I do not have the money to spend to have test just cancelled when I am asking to simply have it rescheduled. A representative by the name of ****** would not allow me to speak and when transfer to another associate he also was unable to assist just asking to update my user name. I am needing my test rescheduled not my username updated. This has been beyond frustrating dealing with Pearson vue and the run around.

  Business Response

  Date: 04/24/2024

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams.  Pearson VUE operates over ***** Authorized Test Centers.  After an extensive review, Pearson VUE was not able to locate any recent phone calls from the candidate to our Regulatory ****************************** for assistance.  Further, we are unable to identify what Pearson VUE number the candidate was calling to get these incorrect directions/explanations. We have found file case number ******** for the candidate for the FL *********** exam on August 24, 2023, however the candidate was not able to sit for the exam due to a family emergency.  At that time a voucher was issued to candidate via email to reschedule their exam.  We have no record of contact found after that case was opened. We encourage the candidate to contact Pearson VUE customer ********************** to schedule 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

  Date:02/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:02/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:02/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date:02/05/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:01/30/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:01/25/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:01/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.

• Initial Complaint

  Date:01/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  PearsonVue is the only option for taking ********* exams. I attempted to take an exam 1/16/24. The pre-checks all passed. Right before starting the exam, the program told me my video feed wasn't working, to check firewall, ports, etc. My camera was lit up, showed up in the pre-check, as did all the network connectivity tests, etc. So, I called to talk to customer **********************. All she could do was put in a ticket. Two days later, I call back for the status and they tell me the ticket was already closed and they will issue a refund.So, I ask, how am I supposed to take this exam. She says, reschedule it and try again. Me - and if the same thing happens? Her - call back and they'll put in another ticket. I ask to just talk to tech support now so we can verify there won't be an issue. Her - no, I can't do that and she hangs up on me. I called back 3 times to try to talk to tech support, including talking to a supervisor. All of those calls, I was hung up on, including the supervisor. PearsonVue is terrible.

  Business Response

  Date: 01/23/2024

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers.  We have been in contact with the candidate and are working with them 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

  Date:01/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rescheduled an exam to be tomorrow (01/15/2024) at 3:30PM Eastern Time. However, Pearson VUE has changed my exam time to today 01/14/2024 at 6:30AM Eastern time without my consent. They are considering this exam missed and are not allowing me to reschedule.

  Business Response

  Date: 01/16/2024

  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 Answer

  Date: 01/16/2024

   I am rejecting this response because:
  There is no information on what information they require. Additionally, I have submitted PROOF to their customer ********************** department that a reschedule was originally made and they still refuse to honor their LEGAL obligation.

  Business Response

  Date: 01/19/2024

  In order for Pearson VUE to respond to this request in a timely manner, Pearson VUE will need additional information regarding the Test the consumer was taking so we may research internally in order to respond appropriately to this
  complaint. Please provide information on what test the consumer was taking. Thank you.

  Customer Answer

  Date: 01/19/2024

   I am rejecting this response because:
  
  There is no information on what they are requiring from me. I was taking the A+ Core 1 220-1101.

  Customer Answer

  Date: 01/19/2024

   I am rejecting this response because:
  
  There is no information on what they are requiring from me. I was taking the A+ Core 1 220-1101.

  Customer Answer

  Date: 01/19/2024

   I am rejecting this response because:
  
  There is no information on what they are requiring from me. I was taking the A+ Core 1 220-1101.
  

  Business Response

  Date: 01/22/2024

  In order for Pearson VUE to research internally the issue we will need to know what exam the consumer was taking. Please provide that information so we may resolve the issue. **** you.

  Customer Answer

  Date: 01/22/2024

   I am rejecting this response because:
  
  This is exactly what I answered in my last correspondence. With the exact exam code and everything. This is evidence that they are simply copy/pasting a reply without seeking any steps towards resolution.

  I was taking the A+ Core 1 220-1101.

  Customer Answer

  Date: 01/23/2024

   I am rejecting this response because:
  
  

  
  This is exactly what I answered in my last correspondence. With the exact exam code and everything. This is evidence that they are simply copy/pasting a reply without seeking any steps towards resolution.

  I was taking the A+ Core 1 220-1101.

  
  

  Business Response

  Date: 01/23/2024

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers.  According to our records a case was opened by candidate stating they were unable to reschedule. The customer ********************** team issued a candidate a voucher to allow to schedule another appointment, however the candidate has not rescheduled. The candidate is encouraged to contact customer ********************** to utilize the voucher and 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.