Complaints

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

close

Find a Location

Pearson Education has 31 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Pearson Education

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

• 

  Pearson VUE

  PO Box 8588 Philadelphia, PA 19101

• 

  Pearson Professional Ctr

  3420 Norman Berry Dr Hapeville, GA 30354

• 

  Pearson Vue

  PO Box 14209 Raleigh, NC 27620

• 

  Pearson Education

  1191 E Newport Center Dr # a Deerfield Beach, FL 33442

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:10/13/2023

  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.

  Scheduled to take an exam and their software failed to operate correctly. I am due a refund but can't speak to anyone in the ** that can provide this.

  Business Response

  Date: 10/16/2023

  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.

  Customer Answer

  Date: 10/16/2023

  I am a network engineer. I fully tested your application almost an hour before check in. Once it was time for check in, I returned to your application but it failed to respond. All attempts to reconnect were rejected despite it JUST working. No changes to my setup or my network. After some research this is a know issue with your OSX installations. You should fully test and debug your apps before deploying them and cost people unnecessary money. See below.

   

  Appointment Details
  Order Number: ?************** ?
  
  Exam: AZ-900 - ********* Azure Fundamentals - English (ENU)
  
  Candidate: *********************;
  Candidate ID: ?************? 
  Registration ID: ********* 
  
  Date: ?Friday, October 13, 2023? 
  Time: ?06:45 PM Eastern Daylight Time?? 
  Appointment Length (Includes time to review the Candidate Agreement, instructions and tutorial, answer the exam questions, and provide comments; if the exam does not include labs, the time will be 20 minutes less than this by design) ?65? Minutes? 
  System test: ?Test your system? 
  Exam check-in:  ?Check in to start exam? 
  
  
  
  

  
  

  Business Response

  Date: 10/20/2023

  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 registration for the candidate has been cancelled and they will receive a refund in 5-7 business days.  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:09/29/2023

  Type:Customer Service 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.

  On 9/10/2023, I attempted to cancel my scheduled exam, 'Administering Relational Databases' on September 12, 2023 on the Pearson Vue website. I was unable to cancel the exam and receive a refund because it required me to enter the same payment information that I used to purchase the exam, however, I had this card cancelled and no longer have this card information. There were no other options to receive the refund. Today is a Sunday and so I am unable to call Pearson Vue customer **********************. Tommorow I work all day and I will be unable to call them to cancel the exam. It is Pearson Vue's policy to cancel the exam at least 24 hours prior to the scheduled exam. My scheduled exam is September 12, 2023 and my attempt to cancel occurred today on September 10, 2023 and thus I meet the 24 hour window but because their system is set up not to refund to any other method, except the original payment method, I am unable to process the refund on their site. If I wait until tommorow to cancel, it will not meet the 24 hour window, and according to their policy, I will not be eligible for a refund, but I feel that I am *********** a refund because I attempted to cancel the exam today but is prevented from doing so, because the way the Refund process is configured on Pearson Vue's site, thus I feel that I am eligible for a full refund. Please see the attachments, which are screenshots of my attempts to cancel the exam well before the 24 hour window. Thank you.

  Business Response

  Date: 10/03/2023

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers.  According to our records ******************** was issued a refund on September 11, 2023, and was applied to a **** ending in 6716.  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:09/25/2023

  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 attending a test for Tableau Certificate. In the middle of test, the virtual machine provided by the Pearson Education was frozen and I could not continue to test. During the test, I contacted their supports more than five times but they could not solve the problem. Then I filed a complaint with them but they refused to acknowledge the virtual machine problem.

  Business Response

  Date: 10/09/2023

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers.  Unfortunately, there were technical issues that occurred during the exam. Due to this error, the candidate will receive a refund for 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:09/10/2023

  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 bought a peasron lab and book for my busineess law class and i had nothing but problems with and and reach out to the company they do nothing i told about for mupile weeks . it getting to were i failing my class i going to *** if they dont get it fixed

  Business Response

  Date: 10/03/2023

  ***** successfully enrolled in their MyLab Business Law course on August 24th, 2023. ***** completed several activities in the MyLab course from the time of enrollment up through this current week. ***** contacted Pearson Support via Web Chat once on Sep 5 and three times on Sep 10 to report a Socket Error they received when attempting to access the MyLab course. On Sep 5, ***** left the chat session so the support agent sent a follow up email requesting additional information necessary to troubleshoot and resolve the issue. ***** did not respond so the case closed after 10 days. On Sep 10, ***** initiated three more chat sessions, creating three additional cases to report the same issue again. ***** provided enough of the necessary requested information in one of the sessions for us to be able to escalate the case to a higher level of support for resolution. The escalation agent offered to setup a screen share session to resolve the issue, with two additional follow *** via voicemail and email, but the customer did not respond to anything.

  *****, we do apologize for the frustrating experience you had with our learning platform and our support agents on September 5th and September 10th. We strive to offer best-in-class service to our customers, but we missed the **** with your experience. We are happy that you have been able to access your materials successfully in the meantime and continue your work in the course. Thank you for your feedback.

• Initial Complaint

  Date:08/28/2023

  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.

  On August 27, 2023, I took the ******** Life Producer exam. The technology they use to deliver the exam was faulty and had to be restarted to gain access to the exam. This is the second time I have had this happen with a test proctored by PearsonVue. I answered 60 questions and again ONVue application failed and I was removed from the test. I went on chat help and they said it was a technical issue and not my fault. I was unable to re enter the test and I am being forced to retake the test. When I called the support line it is loud and incredibly difficult to hear the representative. I am also sure that English is not the primary language at that center. I have used other online exams ******** delivered by competitors and never had a technical issue that prevented me from finishing the exam. Its embarrassing that our State contracts with this company. I wish our State would use the other company for test delivery or at least provide options on test taking. Being in a rural area I dont have much choice on test facilities.To be fair they are looking into the issue and will email me in 5 days. While they are attempting to solve this. I have wasted hours in my day and I received a substandard client experience. Takes you 5 days? Amazon would have fixed this in 5 minutes.

  Business Response

  Date: 08/30/2023

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers. Due to the technical issues during the candidate's exam Pearson VUE emailed the candidate a Voucher to reschedule the exam and refund was issued to the candidate. 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: 08/30/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and accept the fact they dont have the technology to support that many exams.  They did provide me a voucher and as of this response I have not received a refund.  Im sure it will be 5 business days.  Please close this complaint.

• Initial Complaint

  Date:08/21/2023

  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.

  Pet case ******** I was unable to complete your exam due to technical issues on pearson vur side , my renewal opportunity has expired and I requested a full refund of $400 dollars instead I was given a voucher that is useless due to the fact I can't reselchedulde the exam as it expired and I lost the renewal window due to peason vue system failure

  Business Response

  Date: 08/21/2023

  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:08/15/2023

  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.

  We paid for online testing service to complete the **** We did all the requirements, ran the computer tests, cleared a testing space, logged in 30 minutes prior to testing as requested, etc. We did what we were required to do. On two separate occasions we were unable to take the exam because of a failure with the ******* and online VUE system. We waited in a queue for 30 -45 minutes, (41st in line ) and when the ******* finally appeared they suggested we restart the computer when this was not the issue. The issue is that by the time the ******* got to us in queue the testing "window" ended. Both times we waisted over ***** minutes total to take the test and then had to wait another day to reschedule another testing appointment. We took off a week from work to take the tests, because they only let you do 1 at a time. The company does not value our time. They oversell spots and then cannot deliver the test. They have a monopoly and know you need your GED and there aren't any alternatives. The person on the help line was absolutely no help, couldn't reschedule, informed had to wait days for issue to be resolved then we could try scheduling another appointment to test. It is never ending. The email help line says they will get back to you in 4-5 days. I am a tech specialist for a school district. I am appalled that GED makes it impossibly difficult for students to complete the **** And it is interesting that my student had no problem taking the paid practice tests online. They charge for every step of the way. We should be refunded for the testing fee and compensated for the loss of time, especially when he had to take off work.Please note that we were able to successfully complete one subject test (and pass). Then the very next day using the same computer, same testing space, next subject, the ******* gave my student a hard time about the space and talked condescendingly and was very demeaning to him. The ******** need oversight.

  Business Response

  Date: 08/28/2023

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers. ********************** is a Teacher/IT person for the school and not a direct candidate.  Pearson VUE only provide refunds to candidates (payees) who are impacted by testing issues when Pearson VUE is responsible for the delays or issues. Pearson VUE will reach out to ********************** regarding this situation.  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:08/06/2023

  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.

  Rescheduled the exam below and it was not rescheduled. I want to take the exam at the rescheduled time and not pay again. Thank you Exam:CLF-C01 - AWS Certified Cloud Practitioner (retiring Sept 18, 2023) - English (ENU) Candidate:***************************** Candidate ID:?***********?Registration ************ Date:?Monday, July 31, 2023?Time:?09:00 AM Eastern Daylight Time? (Time shown is test center local time.)?Appointment Length:?100? Minutes? Test Center Location (Directions shown below)ACADEMY OF COMPUTER EDUCATION (ACE)*********************************************************************************************************************

  Business Response

  Date: 08/08/2023

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers.  When candidates schedule or reschedule to take exams a confirmation email is sent to the candidate to confirm, if the confirmation email is not received it can be assumed the reschedule did not go through successfully. If the candidate did not receive the reschedule confirmation email, they should contact Pearson VUE directly for assistance.  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:08/06/2023

  Type:Billing 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.

  Case #******** Test: Comptia A + Exam date: July 18 Issue: my account is restricted because I disputed the exam fees thru my bank as the test was never administered and revoked by a *******. On the date of the exam I passed the pre test system check and the check w 2 different ******** before being connected to a 3rd ******* who would not administer the test on the same date I called customer ********************** and they escalated the matter. The rep advised that my account would not be charged. When I checked my account the charge was there and then it was reversed. A couple of days later I was charged again and I disputed the charges which were removed. Prior to disputing the charges there was no letters received from pearsonvue. Once I disputed the charges I received a letter in an email citing the wrong test date 7/17 and saying the test was revoked with no specific reason documented except to say it was based on the ******** decision. This was the 3rd ******* on the date of examination. My final attempt to resolve this matter was on Friday and a rep from the IT department was supposed to call me on Saturday to fix my account. I have not heard from anyone. I have called their customer ********************** multiple times with the calls disconnected in the middle of conversations.

  Business Response

  Date: 08/08/2023

  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 refused to comply with the policy and procedure per the sponsor's (CompTIA) requirements.  The candidate had another monitor at their workstation and refused to unplug and the remove the monitor, as this was a policy violation, the ******* had to revoke the session. Candidates are at no time allowed to have another monitor at their workstation during an OnVUE session, so this was a clear violation when they refused to follow the request to remove the item.  A letter was sent to the candidate notifying them of this and educating about the policies. 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:08/05/2023

  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.

  Good day. I just attempted to take the ********* Azure Fundamentals certification test online (scheduled Saturday, August 5, 2023 at 9:30 AM **** EDT, candidate ID: ************? / registration ID: ********** via Pearson OnVue. My laptop does not have a functioning microphone, therefore I need to use headphones for microphone functionality. Additionally, headphones block out ambient noise which I consider to be a reasonable accommodation to help me maintain focus. As headphones are not explicitly listed as a prohibited item by ********* in the registration email I received, I used the headphones during the required system check. Importantly, Pearson instructs all examinees to not change system configuration after completing the system check.Today, to maintain the configuration I used during system check, I used my headphones during check-in for my exam, which is done via webcam. My initial prompter (*******) did not say anything about my headphones, but did instruct me to move pens, my cell phone, and my iWatch to another location. When I complied he thanked me for my collaboration and released my exam. Ten minutes into my exam, a new prompter interrupted me to ask me if I had headphones on and if I was done with my exam. I replied that I did have headphones on and I was not done with the exam. She thanked me and let me resume. Three minutes later, my exam was terminated on account of a prohibited item and I was not allowed a chance to explain. I have rescheduled the exam and will work to find a solution so it is not canceled again. In the meantime I humbly request a refund for my terminated exam. I am upset at being denied a reasonable accommodation. Furthermore, I am troubled at the implication of dishonesty, especially given my military record (12 years active duty service which is ongoing). I am happy to provide more information, and look forward to resolving this issue. Kind regards,*******

  Business Response

  Date: 08/21/2023

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers.  Per the exam rules headphones and headsets are not allowed unless explicitly approved by test sponsor, the rules can be found at *******************************************************************************. This policy was in place at the time the candidate took their exam.  However, the sponsor has recently updated their rules to allow for headphones, therefore as a courtesy Pearson VUE cancelled the candidate's registration and the candidate will receive a refund.  Pearson VUE therefore considers this matter resolved and respectfully requests that you close this complaint with notation of proper handling of the underlying incident.