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:01/13/2024

  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.

  Subject: Urgent: Reporting Test Disruption and Unprofessional Conduct I am writing to bring to your attention a concerning incident that transpired during my recent test session, necessitating a review and appropriate action.Throughout the test, the assigned test supervisor demonstrated unprofessional conduct, creating a challenging testing environment. Their persistent requests for me to relocate my laptop were not only disruptive but also led to the inadvertent oversight of not plugging in my laptop, resulting in an unexpected shutdown.Compounding the situation, the test supervisor suspended my test before to answer one question, citing an inability to see me. This issue arose due to my laptop running out of battery, a direct consequence of the disruptions caused earlier. This experience has left me deeply distressed, as it significantly impeded my ability to complete the test fairly.Believing in the importance of fair and unbiased testing conditions, I trust in Pearson VUE's commitment to ensuring a positive testing experience for all candidates. Therefore, I kindly request a thorough investigation into this matter and appropriate actions to prevent the recurrence of such incidents.I appreciate your prompt attention to this issue and anticipate your response.Sincerely,

  Business Response

  Date: 01/16/2024

  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.

• Initial Complaint

  Date:01/10/2024

  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 opted to take the *** online exam offered by Pearson Vue on 4-29-23 at 7:00 am cst. I successfully completed the system check as required prior to the exam. Once I successfully satisfied the room scan requirement, the ******* chimed in. My test began on time. I completed the first half of the test. The ******* allowed a 15 minute break. Upon my return, the ******* started the second half of the exam. I was able to complete three questions before the program crashed. The ******* called me. I could not understand what he was sayibg. There was so much noise in the background, cars honking and his accent was so thick, I could not understand nor clearly hear what he was saying. The call was lost two times. He called back and the noise was worse. Sounded like he was outside. The call was dropped for the final time. I attempted to back out and restart. No luck. I attempted to call customer **********************. No response. I started a chat. Received an automated response that had nothing to do with my request. I sent an email. I could not get a human to assist with this matter. I am extremely frustrated. I attempted to restart. My computer would display the test screen with the clock reading test in progress. At approximately 8pm that night, the testing page closed. I received an email soon after stating that I had failed. I was extremely ****** off! I immediately hunted for a contact person. No luck. I sent an email addressing my concerns. received a regurgitated response long pass the 10 day response time stating that my test was completed. I fired an immediate response to his email and have not heard anything since. I would like a refund for my test or a voucher. I have been trying to reclaim my hard earned money since the test crashed in April of 2023. I am not letting this matter go. My registration ID was: *********. My dispute case number was: ********

  Business Response

  Date: 01/17/2024

  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 the case records the candidate experienced technical issues during the exam which caused the exam to freeze. Upon opening of the case, a request to reauthorize to retake the exam was sent to the Sponsor (CCE).  The reauthorization is at the discretion of the Sponsor.  We encourage the candidate to contact the Sponsor directly in regards to obtaining a reauthorization to take 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:01/02/2024

  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 OnVue's software crashed during a routine exam involving virtualized computer operating systems. I stood up and stretched after being seated for ~2 hours and while in queue to be connected back to a *******. The exam was restarting and I was on the camera and was let back into the exam. Shortly after the ******* resumed the exam and when I was sitting in front of the webcame I was told I needed to be infront of the webcam and terminated the exam.This is a blatant cash-grab for a $500 exam; sure we think you cheated enough to complete nullify your exam, but if you pay us $500 more you can immediately retake it no questions asked. What the h*** kind of tests are you running PearsonVue!? Multiple phone calls to their foreign call centers who do not speak clear English with a heavy accent only resulted in hours upon hours of wasted time of people who do not have any authority to review or make decisions re-read the same scripts of how they are sorry but have zero capacity to make changes.

  Business Response

  Date: 01/02/2024

  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.

• Initial Complaint

  Date:12/27/2023

  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 used Pearson Vue to study for my class - CCST ***************** I paid $130.00 to take the exam and scheduled to take the exam online for today, Wednesday, December 27, 2023, at 1:30pm. I took a day off from work to take the ********************* exam and got on the link at 1:00pm as I was instructed. I showed them my surroundings as they requested and the ******* told me I could have a blank piece of paper (scratch paper) in order to do math during the exam. About 20 minutes into the exam, they interrupted me and asked to see my surroundings again, which I showed them. When they saw the scratch paper, they ended the exam immediately and told me I wasn't allowed to have the paper. I called customer ********************** and a technician told me there was nothing he could do and I would have to reschedule to take the exam and pay $130.00 again. This is unacceptable. I was not cheating. I asked prior to the start of the exam if I could have the scratch paper in order to work through the exam problems and was told I could have it. And then 20 minutes into the exam, I am told I couldn't have the blank paper and I was kicked off the link without being able to give an explanation. I have read the multiple bad/poor BBB reviews by others about this company. Shame on them for taking advantage of people when this is the only option for getting this certification.I want to be given the opportunity to complete the exam and not pay another $130.00 again to take it. I should be able to take it without paying because they should not have stopped the exam today as I was doing nothing wrong.

  Business Response

  Date: 01/02/2024

  In order for Pearson VUE to respond to this request in a timely manner, we ask the candidate to provide either their ***** ID or a copy of the confirmation letter the candidate received when they schedule their exam.  We are unable to find any exams that were taken in 2023 and will need more information regarding their exam. 

• Initial Complaint

  Date:12/23/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 took a ********* DP-900 Certification Exam. Screen said they were looking for an available *******. While I was waiting, before I even started the exam, I went to use the restroom, drink something, and eat an apple. I can back to my desk to continue to wait for ******* to be assigned to me. I finished the drink and ate the apple, and leaned over to wipe my face. I was waiting for the ******* to be assigned, and then get on camera and speak to me before the exam for started. I never saw nor heard them join, not begin the test. I then noticed a chat and notes icon above, and clicked on both to test them. I still never heard from *******, so in chat, i asked 2 questions. 1) ********* now gives open book exams. How will I will be able to access learn.microsoft.com?. 2) I said I got a new laptop, and camera has frozen in Zoom and ********* Teams. How *********************** notify me if my camera freezes? I then continued to wait, got no response , and then ******* typed a message that made to english sense, although it as english letters. It was as if ******* didnt speak or write fluent english. I responded with 'what?'. Continue to wait got nothing. 15 minutes later I noted some sort or text behind the chat and notes pop up windows, closed/minimized windows, and saw it was question 1. I never began the test, and dont know how that happened. So i started answering the question. On question 4, I received a message that indicated that my session was revoked becuase i violated the terms. I have no idea how nor why this happened. This was not like my experience when I took an exam in february 2023. It seems that it was different. It doesn't appear to me that ******* followed the rules. I am requesting you let ******* go, and I want to pearsonVUE to assign a different *******, explain the situation, and change their procedures. And give me the test and retakes of the exam until I do pass. I also filed a complaint with *********.

  Business Response

  Date: 01/04/2024

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers.  During the exam the candidate left the webcam view without taking a break through the proper channels which is a violation of our policies.  Due to this the exam was revoked. The policy regarding Visibility/movement can be viewed at *********************************************************************; We will provide one additional voucher to the candidate; however, we will not be able to continue to provide vouchers until the candidate passes 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.

  Customer Answer

  Date: 01/05/2024

   I am rejecting this response because:

  This was my response to PearsonVUE.   They have not fixed everything I asked for in the complaint.  

  This is the email from them to me and the response back.  
  

  SaraG 
  From:********************
  To:Pearson VUE Americas Customer **********************
  
  Fri, Jan 5 at 10:28 AM
  
  Thank you for reapplying the $100 credit to take the exam again, but I also asked for you to get approval from ********* to extend my accommodations beyond the current expiration date of the approved accommodations that is 1/31/2024 or shortly after, as I need to restudy again.  Part if my disability includes memory and recall issues, so I need to restart the studying again so I can be prepared to take the exam again.   I need more time.  I also asked for PearsonVUE to get the ********* new poloci from ********* regarding the recent open book they now prove during exams.  I should have that through PearsonVUE last time I was scheduled to the exam, but It does not appear I was.    And when I called PearsonVUE about it, they said they never about fthe open book policy ********* noew provides during certification exams.
  

   I also need to repeat that I did not leave during that exam.  I am reporting that you are lying to me.   I got up while waiting for a ******* to be assigned to my case.   My exam NOT STARTED.  I repeat again, THE **** HAD NOT STARTING AND YOU ARE LYING TO ME.  I am reporting that if the ******* mentioned, the ******* is lying to you.   Perhaps you should ask to ******* to learn the English use of words explanations and what they mean. 
  
  
  
  

• Initial Complaint

  Date:12/18/2023

  Type:Service or Repair 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.

  Ever since starting the Pearson accelreated course, while at first was enjoyable, has turned into a complete night mare with their help teams. I cant get anything with them resolved, I tried to reach out to their student success team multiple times about multiples problem just to be met with multiple excuses and no care to resolve the issue. Going through the normal channels with pearson is a nightmare. Requested an extension for an accelerated class due to medical emergencies ( in which I offered to provide pearson the dr.s notes and so on) to no avail. Its honestly draining that litterally everything you reach out for is either impossible to resolve due to pearsons willingness to do anything about the issues. God forbid I have medical emergencies out of my control, because regardless, pearson wont extend the class and wont work with me on finding a resolution, so im left with taking a w on my transcript, and/or attempt to pass that could ultimitely end up as a fail due to trying to complete the class by a certain date, despite pearson stating it was a self paced class. I dont know why I even try to reach out to them to resolve anything because it just goes nowhere.

  Business Response

  Date: 01/05/2024

  Pearson VUE, a computer-based test delivery provider for information technology certification and professional licensure exams, received the above-referenced complaint in error. The complaint should be directed to Pearson Education, Inc.s Accelerated Pathways Program (Pearson Accelerated Pathway Program).   The Pearson Accelerated Pathway Program provides a directed learning program for individuals pursuing post-secondary education opportunities.   This includes registering for and completing college courses that qualify for accredited college credit. We reviewed the consumers complaint and all notes associated with the matter. Unfortunately, we cannot offer the consumer an extension to complete the course. However, the consumer has two options to either 1) finish the course as planned by January 8, which would require completion of all assignments and quizzes; or 2) We will offer a one-time exception and allow the consumer to withdraw from the course and retake the course at no cost to the consumer; this option was previously offered to the consumer prior to filing this complaint. The retake will have no impact on the consumers transcripts. Additionally, as a one-time exception we will waive the consumers 180 day waiting period to retake the course. We have attempted to contact the consumer to discuss their options; however, our requests have gone unanswered. We encourage the consumer to contact *************************** at ****************************************** or ************ as soon as possible on how they would like to proceed with this matter.  Pearson Accelerated Pathways Program 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: 01/09/2024

   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. I appreciate Pearson for working with me on finding a solution and swiftly at that.

• Initial Complaint

  Date:12/14/2023

  Type:Product 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.

  I was scheduling for the Texas Life and Health exam and the system failed to function properly. I saw that it scheduled for a different date when I got my email confirmation. I tried again and thought I did it correctly that time. It was only when I tried to reschedule prior to 48 hour window that I saw it was still scheduled for a different date. I see in a recent complaint that someone else experienced an issue also and would expect others have if I kept reading. I tried chat help and they said I could do nothing. I had to ask for the phone number in chat as I cant find it posted anywhere and there was no option to cancel or inquire about a technical issue. I called when they were next open in the morning and they said I could open a case. I explained the situation, then I had to again but made it simpler. I guess it was recorded even more simply because the next Week (6 days later) I got an email saying:1) it was listed as an emergency came up (I mentioned I wouldnt have purposely scheduled on a Wednesday as I wasnt free anyway, but that was not the problem)2) that I failed to provide documentation for my emergency so my case was being *closed* (this was the first communication at all about any requirement and they didnt have the right reason I responded that day (Monday) and its now Thursday night with no response. The email we no reply but I emailed the only email provided, where they wanted me to send my documentation, which is impossible because it was a system error:***************************************** I am very disappointed in what seems like a failure to address a recurrent technical issue, and to not acknowledge it or respond appropriately to concerns and issues. No one I have communicated with has communicated properly about the situation. It seems like training or purposefully not having a way to navigate technical issues. I completely understand wanting notice. Its a business. But there is no incentive to be helpful or ethical. Case #********

  Business Response

  Date: 12/27/2023

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers.  The candidate's case was opened stating they needed to reschedule due to an undefined emergency. In response to this request Pearson VUE requested the candidate provide documentation of the emergency per the normal procedure for these types of situations. The candidate was informed that the case will be closed until documents are received. The candidate did not provide documentation and therefore the case is closed. We recommend the candidate to contact customer ********************** to reopen the case and provide the requested documentation 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.

  Customer Answer

  Date: 12/29/2023

  I sent clarification to the organization and they responded that they would refund the cost. I have received the refund in full. 

• Initial Complaint

  Date:12/11/2023

  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 had an Exam scheduled for 12:00 AM, December 4th, 2023. I had wanted to reschedule my exam and logged in prior to the appoint time at approximately 8:30 PM CST. As per the policy, you have up until appointment time to reschedule for online exams. I had completed the rescheduling process and rescheduled to Dec 4th 8:30 AM, with a check-in time of 8:00 AM. The reschedule showed as successful in the browser and stated a confirmation email would be sent to accept the reschedule. I had waited until my prior appointment time which was never sent. The website stated as no-show for the exam. On the pearson dashboard, if you select "customer **********************" you are prompted to type in the company of the exam provider which was comptia. I had submitted a claim the very day explaining the issue. As I received no response for a week until today, which I was told to contact Pearsonvue, I had reached out to pearsonVue who stated that I needed to submit a claim the same day, which I did. The customer ********************** i contacted on Comptia has a phone hotline 7am-7pm. As this was not yet open I had sent an Email customer support ticket in. I would like to have this exam rescheduled as I did submit a request for rescheduling which showed as successful, and never received a confirmation email up until the time of my previous appointment. Pearson vue asked if I had screenshots of this issue, it is impossible to screenshot an email that was never sent, and when i had submitted a reschedule request, it stated it was successful and to await an email confirmation. I had full faith in the company until this point, and why would I need to screenshot a "successful" rescheduling of an exam.

  Business Response

  Date: 12/13/2023

  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.

• Initial Complaint

  Date:11/28/2023

  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 was accused of cheating on an exam for speaking to my ***** to turn it off. I was not given a reason at the time nor a warning nor was I given a pre-lecture before the exam. I have protested with Pearson but they are in no hurry to resolve my case. I also suspect racism my play a part of it for how the ******* acted toward me at the beginning of the exam. I got one question into exam before they revoked it. This is a serious accusation that jeopardizes my career and other certifications.

  Business Response

  Date: 11/29/2023

  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.

• Initial Complaint

  Date:11/03/2023

  Type:Product 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 have paid $69.00 for an online tutor to help me with language arts test and I was never given the code for the tutor sessions. I paid $36.00 for the test and I couldnt get in to the online test. I have called multiple times and I am transferred to other different people. I was put on hold for an hour yesterday and I still wasnt able to get in touch with anyone.