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:04/21/2023

  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.

  I have had an issue trying to be resolved within Pearson Higher Education Learning System, specifically the program Mastering Engineering. I accidentally purchased a second access code through Financial Aid for the course. When I discovered this problem, I immediately went to the college bookstore to resolve the issue. I utilized the second code I purchased, and the bookstore revoked access to that code specifically. I have a good access code available and ready now, but after attempting multiple times to resolve this through email, their chat, and several phone calls, I have received zero responses in regards to this specific case. All they have told me is that this case has been escalated to a higher level, but they have not responded to the email chain in over a week. No updates, responses, or notifications despite multiple attempts for me to get a response from them in question. If they do not resolve this issue I will be dropped from the class for inability to participate and my funding both from the school and VA will be cut in accordance. This will have a severe impact on my ability to be financially independent, including the ability to maintain my current house payment among with being able to pay for food and utilities. This has to be resolved by the end of this week.

  Business Response

  Date: 04/26/2023

  Issue:  Student able to access course through new access code purchased.  ****************;accidentally purchased a second access code through Financial Aid for the course. When they discovered this problem, they immediately went to the college bookstore to resolve the issue. They utilized the second code they purchased, and the bookstore revoked access to that code specifically. They have a good access code available and ready now, but after attempting multiple times to resolve this through email, their chat, and several phone calls, They have received zero responses in regards to this specific case. All they have told him is that this case has been escalated to a higher level, but they have not responded to the email chain in over a week. No updates, responses, or notifications despite multiple attempts for him to get a response from them in question.
  
  
  What we are doing to resolve:  This has already been resolved by Tech Support through CASE# 46424466.  The agent was able to link the two accounts *********** had so he could gain access to his course.
  
  
  Next step:  No next step needed.  Just spoke to ************************************* over the phone today. I wanted to conform with him that everything regarding this BBB compliant had been resolved. He confirmed that he was able to gain access to his course and is in the process of catching up. I asked him if there was anything additional that was needing to be resolved.  He told me that everything was resolved. This was resolved through CASE# 46424466.
  
  
  Thank you,
  

  *************************
  Escalation Specialist
  Pearson Education Customer **********************
  
  Phone ************
  Fax ************
  
  
  

   

• Initial Complaint

  Date:04/19/2023

  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 honestly feel discriminated against. I took a test with them twice with no problem but on the third test I could not take it because my ID has both my moms and dads last name which is the exact same last name. This has never been an issue before and I even offered to tell them my social security to prove it was me. On top of that they have a picture and my finger print from both times I have tested with them. I understand rules but theres has to be some form of understating between cultural differences.

  Business Response

  Date: 04/25/2023

  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:04/19/2023

  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.

  Date of transaction 08/19/2022. I ordered a book for a college course, that was delivered to me very late. In the meantime I dropped the class and made a request to Pearson to return the book. I constantly receive letters from Pearson in regards to collections for a book that I returned to them per their authorization. After numerous emails and telephone calls, I was promised a return of my money paid, but never received it. Therefore, I reached out to Chase credit card customer ********************** with the same documentation that I had provided Pearson showing that they had authorized the return of the book, the tracking information showing that the book was indeed delivered back to them. After reviewing the information ***** took the money back from them and gave me my refund.Since then I have received numerous telephone calls and letters at least monthly and sometimes more often demanding payment for a product that was shipped back. I would like for Pearson to stop calling me and sending me letters in the mail for $49.44. I will NOT pay for something that I no longer have. If PEARSON would hire more knowledgeable employees they would not have these issues.

  Business Response

  Date: 05/01/2023

  Hello,  I am sorry that *********************** is receiving past due notifications from Pearson Education.  I was able to confirm that the title was returned back in September 2022.  On May 1, 2023, I reached out to our account team and advised them to remove invoice number 18599174 from past due status.  Once our system updates, the customer will no longer receive collection letters.  I am very sorry about the trouble and please let me know if you or the customer have any questions.   Thank you.

  Customer Answer

  Date: 05/01/2023

   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.

• Initial Complaint

  Date:04/13/2023

  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.

  I was scheduled to take the ********* Casualty Exam today 4/13. I had passed the Property exam this morning and was excited about taking the next step to get my insurance license. I went through all the prompts and was ready to take the casualty exam. I affirmed that I would not get up while taking the test and showed where my testing area was clear. I did not understand that I would not have an opportunity to get up and use the restroom before I began the test. The exam was closed on me. I went back through the prompts to retest again and demonstrated a clear area but the exam was closed on me. When contacting customer ********************** I was informed my case was going through review and I would be contacted in 3-5 days via email about next steps. I really just wish I had the opportunity to speak with someone who could make decisions about my situation. There was no reason I should not have been able to take the test today as I had not even viewed any questions (hadn't even been sent the tutorial part yet) when I was kicked out. As is, if I have to reschedule I will have to keep reviewing notes to refresh and may be out an additional exam fee. It would be nice to have someone to talk to about these matters (in a timely manner, not 3-5 days) other than customer ********************** representatives. I have never in my life been accused of cheating or anything honest or unethical. It would seem Pearson would be able to determine the difference between an honest mistake before a test even had begun and legitimate fraud and cheating.

  Business Response

  Date: 04/20/2023

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers.  We have reached out the candidate directly to resolve their complaint.  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:04/11/2023

  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.

  I ordered the online insurance exam and it would not load. I lost my money and could not even talk to a human representative

  Business Response

  Date: 04/27/2023

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers.  Pearson VUE has reached out to the consumer directly via email to resolve this matter.  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: 04/27/2023

   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.

• Initial Complaint

  Date:04/11/2023

  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 will be filing with the **** as I will not allow Pearson to steal over 200 dollars from me. On 4-7-23, I was scheduled to take a CompTIA exam. During the initial screening my first ******* had me do all the ridiculous stuff like removing items from my desk etc, she told me to stand up, and I advised her I was hardwired, and it ****** disconnect me, she insisted, and low and behold, it disconnected me. I log back in, frustrated as I already have test anxiety, and I get and ******* named Y*****a. She went through the same ridiculous stuff I previously did the last *******. She got mad at me when I told her why I have to stand up again to show my desk after I JUST showed my entire desk in video. She proceeds to talk about how angry I am and I told her to stop with that narrative shes trying to push, and to do her job. She then proceeds to revoke my exam. While granted I was frustrated on video, I did do as she asked, I never cursed or used derogatory language with her. I got a case number and received and email saying I didnt follow the directions, which I did. This ordeal has caused me great mental and emotional distress, and I will be taking legal action against them if they do not refund voucher. I refuse to sit here and let them steal over 200 dollars for an exam I SAVED UP for. They have the video evidence to prove my point, and it will show this ******* being in her feelings and then not even taking the time to review my case properly and send me a generic response. Thanks,

  Business Response

  Date: 05/08/2023

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams.  Pearson VUE operates over ***** Authorized Test Centers.  We do not allow people to be disrespectful to greeters and ******** of exams and it is within our discretion to revoke sessions due to disrespectful behavior. All Candidates are provided with instructions regarding the check in process and the steps that need to be followed in order to proceed with an exam. This type of behavior is not acceptable, and no further action will be taken by Pearson VUE. 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:04/11/2023

  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.

  Hi,I had taken a proctored test from Home and chose to test with PearsonVue for a ********* Certification exam. I had taken a test before in March of this year with PearsonVue and had no issues then. On Apr 8 though, before the start of the exam, I was asked to give access to my Computer folders. I accidentally clicked yes. I don't think this is necessary to ******* an exam and I need to know why I was asked to share access to my computer directories. All I need if why the access and what PearsonVue does with this? This is potential for Identity theft and I don't appreciate it and need to know what I was asked to share access to my personal documents. Thank you -***************************

  Business Response

  Date: 04/27/2023

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams.  Pearson VUE operates over ***** Authorized Test Centers.  Pearson VUE requires the access to ensure that there is nothing malicious running on the computer that could cause issues with our software or steal test information.  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: 04/29/2023

   Better Business Bureau:
  
  The full access to my computer by PearsonVue during testing is excessive and is not needed. I am still withdrawing my case and will never test with them online. 

• Initial Complaint

  Date:04/06/2023

  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.

  This is involving Pearson VUE case ******** I took an exam with Pearson Vue using OnVue and had a horrible experience where the ******* revoked the exam claiming I left the view of the camera.That simply never happened. I was in fact, in my chair, with my webcam taped directly on top of my monitor, seated at my desk looking directly at my screen the entire exam. Your ******* disrupted my exam with a popup message a couple of times telling me my face must be visible. I would lookup and see my face is visible. At no point did I ever leave view of the camera or even take my eyes off the monitor.I respectfully demand a replacement testing voucher or the production of the entire video.

• Initial Complaint

  Date:04/06/2023

  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 was scheduled to take a Test on April 1, 2023, to Pearson VUE in ******** **************. I went there in are and late for about 30 minutes before my test because of Heavy traffic due to the repair of the road, accidents and other circumstances. I told them that but they refuse to give me the services they are providing which is Taking the English Proficiency Test. That is beyond my control, they don't have accommodations for that kind of situation that occurred Imagine paying 230 dollars and losing it because of an unexpected event. They did not offer anything to solve the issue, they just said that I am late and they cannot anymore accommodate me. I drove 2 hours and 30 minutes to get there because of unexpected situations. I'm the one who gets the consequences.

  Business Response

  Date: 04/25/2023

  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 received the Terms and Conditions to the *** test in which the consumer acknowledged and agreed to. Please refer to page 10 of the *** Test Taker Handbook regarding late arrival.  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: 04/25/2023

   I am rejecting this response because:

    There are unexpected circumstances beyond my control. it's important for businesses to recognize that unforeseen circumstances can happen to anyone. I did my part to go early but it is not my intention to be late. I paid for that services but you did not provide it to me or offer help to at least resolve the problem when I came there in your office. 
  

  
  

• Initial Complaint

  Date:04/06/2023

  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 toke two exams each $400 + $100 and was prematurely kicked out due to been falsely accused of cheating.Never cheated and never given a clear explanation why I was not allowed to continue with the exam.I spent $1000 and given opportunity to complete the exam.

  Business Response

  Date: 04/17/2023

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

  Customer Answer

  Date: 04/17/2023

  What additional information?

  Be more specific 

   

  
  

  Business Response

  Date: 04/18/2023

  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 it internally to respond with an appropriate answer.   Please provide the additional information on what test was taken.   Thank you.

   

  Customer Answer

  Date: 04/18/2023

  2nd Test Taken PHR

  Test Taken Date September 30

  registration ID 442856957

  Invoice number **************

   

  1st Test Taken PHR

  Test Taken Date March 24th

  registration ID 425009392

  Invoice number **************

  Please note I already called to get this resolved but you refused to address this issue. Meaning you keep telling me that ******* terminated the test by falsely accusing me looking away from the screen, which is false. 

   

   

  
  

  Customer Answer

  Date: 04/18/2023

   I am rejecting this response because:
  
  Date Sent: 4/18/2023 4:06:41 PM
  

  2nd Test Taken PHR

  Test Taken Date September 30

  registration ID *********

  Invoice number **************

   

  1st Test Taken PHR

  Test Taken Date March 24th

  registration ID *********

  Invoice number **************

  Please note I already called to get this resolved but you refused to address this issue. Meaning you keep telling me that ******* terminated the test by falsely accusing me looking away from the screen, which is false. 

  
  

  Business Response

  Date: 04/25/2023

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams.  Pearson VUE operates over ***** Authorized Test Centers. Candidates are provided the testing rules on the client homepage to review prior to testing.  We take steps to ensure that every testing experience is a good one.  Below is what was listed on the client homepage:
  
  Exam Session Rules
  *We take steps to ensure that every testing experience is a good one, but we still stop your exam if the rules aren't followed.
  *You must stay within your webcam view
  *You cannot get up and walk around
  *No one can enter your testing environment
  *You cannot leave your testing environment
  *A beverage in any container is allowed, but no food or smoking
  *You cannot move your webcam once your testing session has started
  *Mumbling or speaking out loud will lead to a warning
  *You must be fully clothed throughout your entire exam
  *Headphones and headsets (wired or Bluetooth) are not allowed unless explicitly approved by your test sponsor.

  
  Pearson VUE does not collect candidate payment, the client/sponsor does, therefore we direct the consumer to contact the client/sponsor directly. 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: 04/25/2023

   I am rejecting this because my test was prematurely rejected and was not allowed to complete it. The test given was unfair and tailored to stop the test arbitrary without any good reason. All the requirements have been met when I was taking the test and yet mid way through the test I was disconnected without any rule violations. It seems ******* is trying to find any reason to not allow me to complete the test. And this has gone on twice already. 

  The only way I will agree to any resolution here if I am allowed to take the test with physically present ******* at testing center without any charges since I already paid $1000 for two tests.

  Otherwise I am not closing this matter.