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:07/27/2023

  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 registered and paid for my test with Pearson Vue on 5/3/23. I completed the required application with the ********************* in a timely fashion, and my approval was sent in from ** to Pearson on 6/28/23. I have yet to receive my authorization to test (ATT) from Pearson. When I called to check on the status today 7/27/23 (well after the maximum 15 days) They told me they never received anything, that I should call the state again. I did this and was again reassured that they sent my approval. This second phone call took over an hour- and quite frustratingly the majority of the problem persisting, was due to being connected to a call center outside of the country I,or the company I am dealing with is located. I understand this is a money saving tactic that many corporations use- but this made getting any questions answered, or finding a resolution almost impossible, due to the low level of the English language being spoken or understood. The same phrases were just repeated to me over and over ad nauseam by both the initial representative and the supervisor. I paid 200 to be registered for this testing service, and have completed all the requirements I was tasked with. Not only is this service not being provided to me as promised- but I am losing money every day that I am unable to work as a registered nurse. It is statistically proven that the longer a student waits to take their NCLEX (test to become an RN) the lower the chances are that they will pass. I have been doing everything in my power to achieve this goal expeditiously, but am being prevented from obtaining employment based on the lack of assistance from this entity (Pearson) after they have somehow lost my states approval email. I asked them if they could reach out to ** to try and find out what happened, and they said they would not. The state has informed me that they have completed their required tasks, and it is now up to Pearson- but they have offered me no help or path to resolution. I need help

  Business Response

  Date: 08/03/2023

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers.  Pearson VUE contacted the *************************** and confirmed that they are awaiting pending transfer credits and they did inform the candidate of this requirement.  Once that piece of the candidate's application is completed, they will send the eligibility to Pearson VUE and then the candidate will be able to schedule an appointment. Pearson VUE call center agents have no knowledge of the board's requirements and continued to provide accurate information to the candidate.  If the candidate has any further questions/concerns, they should contact the ***************************.  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:07/09/2023

  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.

  My mom purchase this bundle for me to obtain a certification in CompTia A+. You have to pass two exam in order to be certified. Each exam came with a voucher with the ability to retake it again. I took the exams for the 1st time and was not successful. I scheduled the retake of each exam. Alot has happen within the time of the new test dates. I check my email regularity. I found out that I missed the Core 1 in May. i attempted to reschedule and it gave me an error code. I contacted Pearson VUE and they gave me a case number. It's been a week and no response. I attempted to reschedule the Core 2 and thought it was successful, I just found out today that I missed that one as well. I can't afford to throw money away especially in this economy. These exams locations are barely filled so I don't see the reason why i can't be allowed to retake the exam. I need to pass the exams so i can get a better job. Im very ****** and need help.

  Business Response

  Date: 07/13/2023

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers.  After review, the consumer missed their appointments through no fault of Pearson and did not responsibly reschedule their appointments before they went to no show. Pearson VUE will be taking no further action and 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: 07/13/2023

   I am rejecting this response because:
  
  I did attempted to reschedule the exams. The bottomline is that i paid for 2 exam and a retake on each. I didn't get my retake. Yes they have several locations which means they can easily allow me to reschedule the examination. You already have my money and now you want me to pay more. Sounds like thief to me.

  Business Response

  Date: 07/18/2023

  Pearson VUE's position remains the same and will not issue a refund to the consumer. If the consumer has any further issues, we advise them to please contact the Sponsor of 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:07/05/2023

  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 tried to take the *** MLS exam on 7/3/23 and did not pass by 5 points. The testing facility was horrendous and the absolute worst experience of my life. We were told checking in at the testing center that they were having their floors polished and certain areas were blocked off. They weren't even sure if we would have access to a restroom prior to starting the exam. I was sat down to take my exam. Not long into having started the exam a man (different from the *******) came to me and asked if I needed a calculator. I said no I wanted to focus. (I do not think the *** exam is even supposed to get a calculator). He says well let us know if you need one. People were coming into the testing facility at all different times. The ******* made it a habit to talk to every single person. One girl made a big deal about being nervous and the ******* started discussing breathing exercises with her! An extremely ill individual was seated. He even asked if he could bring in his cough drops! He was coughing and snorting the snot back into his head every 4 seconds. It was impossible to focus on the case studies and properly analyze my questions. The girl seated directly next to me asked for a calculator, had issues with the calculator so she discussed with the ******* what she needed. All directly next to me. You could hear the construction workers working on the floor and employees laughing and joking in the halls. They didnt offer noise cancelling headphones. It took everything in me to stop myself from having a panic attack from the stress. I need a refund for this exam and I need to be able to reschedule this test immediately. I do not know if they did not care because everyone else there was simply taking the *** test or what. I spent over an hour on hold and talking to different people with Pearson while crying in my car because of how unfair this situation was and was told nothing can be done. Something needs to be done.

• Initial Complaint

  Date:07/02/2023

  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.

  On July 1st, 2023, I was scheduled to take a Pearson Vue online proctored exam at 5:45PM CST (**). This exam is for the *** (Amazon Web Services) Solutions Architect Professional certification. Pearson Vue only offers online proctored exams in my state so I have been forced to use this option for the 6 exams I have taken- *** is only partnered with Pearson Vue for exam certification at this time. I successfully completed the pre-exam steps at 5:35 PM and was sent to a queue waiting a ******* to review my work space via webcam and release my test. The queue moved slower than expected and my exam wasn't released until 6 PM. Over the course of the exam, I was booted out of the exam back into the queue EIGHT times in total due to poor connectivity on the ********* side. In each of these 8 instances, I had to wait between 20 and 40 minutes in the slow-moving queue before repeating the same pre-exam steps every single time (walking around the computer to verify unallowed items were not on my desk). The 8 different ********- one for each re-connect couldn't even call me through the web app because their calls kept dropping. In some cases they called me on my cell and in other cases typed directions for me to follow through the web chat feature. What was supposed to be a 190-minute test (3 hours, 10 minutes) took over 7 hours to complete. I finished just after 1 AM the next morning. The massive connectivity issues and constant ******* interruptions negatively affected my test-taking experience in the worst way. I panicked throughout most of the exam and rushed to get answers in because I knew the next boot was right around the corner. Rules dictate test-takers remain in camera view throughout so no bathroom breaks, food, water, ability to stretch my locked-up back, or relief from staring at a screen while in test mode for 7 hours. Requesting a $300 refund to cover exam expense and time (cancelled evening plans) is more than fair in this instance.

  Business Response

  Date: 07/06/2023

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers.  Upon review of the consumer's activity log, the consumer repeatedly ran into issues related to browser violation shutdown. Every time this issue came up the consumer's video was lost, and the system restarted the session which sends the consumer back into the greet queue. There were no technical or connectivity issues on the Pearson VUE's end, therefore no refund will be issued.  Pearson VUE considers this matter resolved and respectfully requests that you close this complaint with notation of proper handling of the underlying incident.

  Customer Answer

  Date: 07/06/2023

   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. To be honest, I was expecting Pearson to claim the issues were on my end, even though the issue has occurred during the last 4 exams I've taken with them and I've had no internet connectivity issues before or after any of the tests. I will accept the verdict because proof would be hard to come by here.

• Initial Complaint

  Date:07/01/2023

  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.

  Where do I begin? I scheduled a test with PearsonVue to take the exam online. This exam was scheduled on 6/30/2023. They recommended test the machine to make sure the application works. I tested this over a dozen times in the 2 weeks prior to the exam. Come exam day (6/30), I tested my machine 3 times, all successful. When the time came to take my exam, there were "techincal difficulties" on their end that caused my certification test to be revoked. I wasn't made aware of the test being revoked until 6 hours later. I tried and re-tried to resolve the issue. No success. I spoke with 5 support individuals who all said they couldn't help me. Finally, the 6th person said they saw the exam was revoked 5.5hours ago and all they could do was reschedule me. There was a technical issue, but they couldn't figure out what the issue was or if there even was a technical issue. The test was scheduled for 7/1.On test day (attempt #2), I went through the checkin process and hey! No technical issues! However, there was a 150 queue wait. This took 3 HOURS for me to speak with a *******. When I spoke with the *******, they said my screen (camera) was "white" and that I'd need to refresh my application. I told them that I can see myself just fine and the issue isn't with the camera. They proceeded to close out my application. I logged back in with the same access code and, you guessed it, BACK TO THE VERY BACK OF THE LINE!!! I had to wait another 3 hours just to be told that I wasn't able to take the exam. When I spoke with support, they said a different department handled this issue. The information they gave me was on the website and that department was closed. I informed them of this and they said that's all they could do. Since they were in a different department, I'd have to wait until they were back in to speak with them. So, the ******* killed my application, TWICE; I wasted 6 hours on Friday, and 8 hours on Saturday; AND STILL I can't take my test.

  Business Response

  Date: 07/05/2023

  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: 07/06/2023

   I am rejecting this response because:
  
  The issue was not resolved.

  Here is the information you requested:

  Registration ID == *********

  Case number == 09954226

  Taking ***** exam, ******* using OnVue

  Business Response

  Date: 07/06/2023

  In order for Pearson VUE to respond to this request in a timely manner, we will need to know what test the consumer has taken to work on internally to respond with an appropriate answer.   Please provide the additional information on what test was taken.   Thank you.

  Customer Answer

  Date: 07/06/2023

   I am rejecting this response because:
  
  I already provided the test in question.  It was a ***** exam and the exam number is 350-701.  That is the name of the test.  The description of the test is "Implementing and Operating ***** Security Core Technologies"

  Business Response

  Date: 07/11/2023

  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 consumer rescheduled their exam and passed the exam. Due to the consumer's situation, Pearson VUE has provided a voucher to the consumer to take the next exam at no 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: 07/12/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable, but not satisfactory to me.

• Initial Complaint

  Date:06/28/2023

  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.

  On 06/07/2023 was when the issue began and it is continuing today I have been trying to take two tests to gain my insurance license for my job and have run into technical issues on Pearson Vues side every time they refuse to update me on anything they won't accommodate me and now I have lost my job and have to seek new employment resulting in loss of income. I can provide all the emails and a statement from a sergeant on base at camp dodge where I attempted the test 3 times before

  Business Response

  Date: 06/29/2023

  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:06/08/2023

  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.

  A proctored exam was paid for at pearson vue by credit card, and the exam was set for Wednesday June 7 at 3:15 pm. I logged on at the specific time and there were so many technical difficulties that i could not get into the test. the exam time ran out so i had to contact pearson vue to get the exam rescheduled. I talked to someone at pearson vue who gave me a case number to call back within the next day which i did. The first agent i talked to and gave my case number to, the phone was disconnected and i was not able to tell the person any deatils about the exam or any authorization to reschedule. I called right back after the first call was disconnected and found out that the first person i had talked to first went and rescheduled and charged the credit card on file unauthorized. I didnt talk to the first person about any dates or reschedule dates. That person set up a date for another proctored exam which i didnt want proctored anymore because of what happened the first time. I had to stay on the phone with pearson vue for more than an hour trying to explain what happened while they figure out what was done on my account. I thought ********************** was a professional company. They commited fraud by recharging me and setting up a new test with a new date and did not discuss it with me. *** never had this happen to me before especially with what is supposed to be a professional company. They have ruined my momentum that i had to take and pass my exam and now i have to go re-study and get mentally prepared all over again. Whoever recheduled my exam and charged my account should be fired in my opinion when it was not authorized. That is called fraud and i will never in life do business with pearson vue again. I do not reccommend using this company for testing because it is not set up right and will commit fraud on your accounts.

  Business Response

  Date: 06/09/2023

  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:06/02/2023

  Type:Order 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 worked as a contract employee (scorer) from 5/9 - 5/18. I was supposed to be paid $912.52 (net) for this on 5/26; however, I have not received my money. I called HR and was told to send them an email, which was done. Im not able to login to to ADP to check the status of my paycheck either. I urgently need this money to pay part of rent and for other bills. I cant seem to get anyone to help me.

  Business Response

  Date: 06/07/2023

  Payroll and *************** contacted the consumer on 6/5/23, providing the status of the payroll funds in question. Resolution of the payroll concern and the log-in issue was finalized and communicated to the consumer on 6/7/23. 

• Initial Complaint

  Date:05/20/2023

  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 took an online exam today (May 20th, 2023). The exam was rescheduled, I was supposed to take it yesterday, but OnVue has technology problems and can't let me log in, so they rescheduled it to today.The check in process is exhausting, and when I finished all the questions and checked the answer, the procotor asked me "have you finished the exam?", I said "no, I am checking answers. Any questions?". He didn't answer me, then a few minutes later, he said I used a prohibited item and revoked my exam.This is outrageous. I didn't use anything prohibited, I don't know what this in competence procotor guy is seeing and thinking. He was such a bully. He wasted all my time and energy, he wasted my $100 registration fee. I have never been felt insulted like this. OnVue is just a scam for my time, energy and money. I don't know why Amazon choose to work with them. Because of they partner with *****, I don't think Amazon is a good company either, they just let people who want to take their test suffer from such incompetent and scam company.I demand OnVue pay back my registration fee, apologize to me for their evil procotor and incompetence. I advise everybody never never use this scam OnVue system again.

  Business Response

  Date: 05/22/2023

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

• Initial Complaint

  Date:05/14/2023

  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 resigned May 5. Pearson has not paid me my wages. Pearson is not complying with ********** Labor Code.

  Business Response

  Date: 05/18/2023

  Hello *****,

  Per our prior email exchange, you confirmed on 17-May-2023, that you did receive payment for wages owed for hours worked through 4-May.  These hours were paid in response to your resignation without notice, which was submitted via email on 5-May.  This payment was received via paper check as we do not have any direct deposit information on file for you.

  As I further explained in my follow-up email to you today, an additional four days of payment will be processed. (Please refer to the calculation noted in the attached email.)

  Please let me know if I can be of further assistance.

   

  Thank you,

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

  Manager HR Business Partner - Pearson VUE

  ************ or ************************************************************

  Customer Answer

  Date: 05/18/2023

   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.