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:04/05/2023

  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.

  Exam: CS0-002 - CompTIA Cybersecurity Analyst (CySA+) Certification Exam - English (ENU)Registration ID: ********* The exam was scheduled for 3/31 for 4:30 pm PST.I tried to check-in at 4:00 pm. I completed all of my formalities after waiting for 15 minutes and even spoke with ****************************************. Then, the ******* told me that I need to re-login. I re-logged in and waited for another 20 minutes for another ******* to check me in. Finally at 4:38pm, ***** (*******) checked me in and released the exam. I was at the first question and there were multiple screens. One of the screen, the left side was completely chopped off. I immediately informed the ************************* but he did not respond. I waited for about 15 minutes but did not get any response from the *************************. Then, I exited the exam as I lost my 15 minutes of exam time and did not want to loose any more. On 3/31, I took half-day off from work just for this exam.I started the exam but unfortunately was not lucky to finish it with no mistake of mine. On 4/3 at 4:20pm, I called Pearsonvue customer support and spoke with *******. after holding for more than 20 minutes, the call dropped off. Finally, I spoke with another representative and she told me that they already have a case#******** open for the same. My exam voucher has expired and I would need you to reschedule the exam as the mistake was clearly on your part. I lost my 15 minutes of Test time and therefore forced to exit the exam as your ************************* did not respond to me even after I pinged him few times.

  Business Response

  Date: 04/17/2023

  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 worked directly with the consumer 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.

• Initial Complaint

  Date:03/29/2023

  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.

  This complaint is against ***** as well, because Pearson VUE is employed by *****, and I have an email from an ***** employee (who only wishes to name themselves by the initials: "AT.") where the employee lied to **** have been emailing ***** and Pearson VUE back and forth (as well as phone calls) since 2/22/23. There have been more than 10 emails exchanged since then. It is clear that nobody intends to resolve my issue, and they keep passing the buck, and curtailing responsibility for the issue. When I contact Pearson VUE, they say I need to contact ***** to resolve the problem, and when I contact *****, they say I need to contact Pearson VUE to resolve the problem. Now ***** is literally ignoring all the emails I am sending them. It has been 9 days since my first response email, so they have had plenty of time to respond. My problem is that I never received an email called an "Authorization To Test" (***) letter. ***** and Pearson VUE employees have told me that I don't need it to test, but I have proof they are outright lying to me. On the ***** website, under Step 5 of the Exam Application Process, it says, "Once Authorization to Test (***) email arrives from Pearson Vue, verify the information is correct and read the email in its entirety." Also, under "Pre-test Day Checklist" it says, "Verify the name on the *** letter matches your identification exactly." This means that if the information is incorrect, I will be prevented from taking the exam, WITH NO REFUND. How can I verify the information on the letter is correct, if they don't send me the letter???Please allow me to describe the unprofessional actions of ***** and Pearson VUE. I will start in the middle of our discourse, beginning on 3/10/23 with an email from *****. In the email, "AT" says, "We do not have access to Pearson VUEs system so we cannot forward their letters. They are contracted to deliver this task to our customers on our behalf. It looks like the exam is currently scheduled, I would advise you to contact Pearson VUE directly and demand to speak to a manager or supervisor as you are entitled to a copy of the letter." In my response email later that day I said, "Thank you for your response. The letter is not in my Junk folder. Im pretty sure they dont have supervisors. If I am wrong then will you provide me with a name and phone number of a supervisor? Also, will you look at the past history of the emails I sent Pearson VUE, and pay special attention to the one that says I need to contact ***** to get my *** letter? You said 'we do not have access to Pearson VUEs system and cannot forward their letters.' The Pearson VUE employee who emailed me, whose name is *****, should know that ***** does not have access to their system, so are you going to reprimand her???" AT from *****'s response email said, "It sounds like Pearson VUE is training new staff which happens at all organizations, I believe that is the reason for the misinformation. Pearson VUE does have supervisors and managers as most establishments. Please contact them at ************. Be advised, the *** letter is not a required document." (Please notice that I was not provided with a supervisor's name and phone number as I requested.) So, on 3/14/23 at 4:21 PM PST, I called the number that was given to me. My call was answered with a recording that claimed they were receiving a high volume of calls. This was not true, because the recording also said that I was in position one in the queue. ****** finally answered the call. I demanded to speak to the manager. ****** refused. He kept demanding that I tell him the problem first, and when I did, ****** still did not connect me to a supervisor. ****** said I needed to contact ***** to have my *** letter emailed to me. ****** was not "new staff" as "AT" from ***** claimed, as I had spoken to him 3 weeks prior as well. I told ****** that I knew that Pearson VUE is supposed to send me my *** letter, because a friend of mine did receive her *** letter, and it was emailed from this address: ************************************************************ ****** then put me on hold. I was disconnected whilst being on hold. I'm sure Pearson VUE will claim that I was disconnected due to technical difficulties, but I refute this, because of the following. I gave ****** my email address, my phone number, and my ***** ID number. He had all the information needed to solve my problem. He did not need for me to wait on hold. He could have resolved my problem with what I gave him, but he did not resolve the problem. Also, customer ********************** was not closed yet, and he could have called me back if he did indeed need more information from me. He did not call me back. It is clear that he hung up on me, because he did not want to solve my problem. This happens frequently according to other complaints I have read on the BBB website. Now that I know that "AT" from ***** was lying about having "new staff" and supervisors, I emailed asking what his/her initials stand for. I sent three emails with no response.

  Business Response

  Date: 04/25/2023

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. We have researched this matter and would like to respond. The process to escalate candidate concerns involves the client contacting Pearson VUE about the issue.Pearson VUE did not receive an inquiry from the client regarding this candidate. Pearson VUE did not send out an *** letter to this candidate initially due to an isolated incident. We are troubleshooting the root cause of the problem. The candidates desired response was to have Pearson VUE send an *** letter to her. The *** letter was sent to the candidate on 3/31/23. Pearson VUE therefore respectfully requests that you close this complaint with notation of proper handling of the underlying incident.

• Initial Complaint

  Date:03/23/2023

  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 scheduled a ********* Certification exam with them and took the exam almost a week ago. They refuse to provide myself or ********* with the information of whether I passed or not. I spent $164 on the exam and studied for months and my job is breathing down my neck to see how I did because my results should have been given within 24 hours of taking the exam. I need those results NOW. this is completely unprofessional and unacceptable.

  Business Response

  Date: 04/12/2023

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams.  Person VUE operates over ***** Authorized Test Centers.  Pearson VUE has researched and found the result and requests that the consumer can find the information by looking at access the score report from their candidate dashboard (****************************).  Pearson VUE therefore considers this matter resolved and respectfully requests that you close this complaint with notation of timely response and proper handling of the underlying incident.

• Initial Complaint

  Date:03/22/2023

  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.

  A voucher for PK0-005 for purchased for $358.00. Case ******** I was scheduled for a CompTIA Porject+ PK0-005 test on ?Thursday, March 16, 2023? at 12:30pm MST. The individual overseeing the test could barely speak English, and was getting defensive when I asked him to clarify his meaning; It was obvious this guy had it out for me. This individual abruptly ended my test at the LAST question, stating my head was out of view from the camera. This is a lie. This person intentionally ended my test at the very last question. This is unacceptable. I want my money back or reschedule for an in-person test. I didn't throw away $358.00 because some guy wanted to be a jerk.

  Business Response

  Date: 04/12/2023

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams.  Person VUE operates over ***** Authorized Test Centers.   Pearson VUE has reached out directly to the consumer via email to resolve this matter.  Pearson VUE therefore considers this matter resolved and respectfully requests that you close this complaint with notation of timely response and proper handling of the underlying incident.

• Initial Complaint

  Date:03/20/2023

  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.

  attempted to take a test through Pearson. Pearson logged me off of the test, marked me as a no show, and refused to allow me to reschedule the test. I spent seven hours on the phone with them and sent multiple emails to try to sort out the issues. Pearson double charged me for another test instead of rescheduling. unprofessional call center and inappropriate charges. The amount of time spent trying to schedul the test was unacceptable.I presented to the first test with the following forms of ID. Legal Name Married Name Drivers License: Legal Name Passport: ******************* ID: Married Name Marriage License: Married Name ********************** had my test registered under my married name. I presented documentation showing my married name. I started to take the exam. The Pearson ******* logged me out and marked me as a no show. I have multiple case numbers. Case Number ******** Case Number ******** Case Number ******** Case ******** Pearson would not reschedule the test; they charged me for another exam. 1. I need the first exam I paid for to be rescheduled. 2. I need a refund for the second exam.

  Business Response

  Date: 04/11/2023

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams.  Pearson VUE operates over ***** Authorized Test Centers.   Pearson VUE worked directly with the consumer to address the concern and we believe this matter has been completed.  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:03/13/2023

  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.

  On 01/10/2023 I tried to take a reading test through their website, and they charged me ***** dollars plus tax to take the exam. Upon trying to take said test they told me my tv would not work as a computer monitor. The issue with this is, they allowed it for 2 previous tests. When asking for a refund for the first 2 voided tests I requested a refund due to lack of communication on their part and was denied.

  Business Response

  Date: 04/12/2023

  GED Testing Service LLC is a joint venture of NCS Pearson, Inc. and the **************** on Education.  Pearson Education is an affiliate company of GED Testing Service LLC (GED Testing Service or GEDTS).  NCS Pearson, Inc. is the parent company of both entities. GED Testing Service is the owner of the well-known GED test.  GEDTS will reach out to attempt to resolve this matter.  We do not charge tax, so we really want to understand the issue.   We have requested Customer ********************** to reach out via email or phone to help the consumer.  GEDTS therefore considers this matter resolved and respectfully requests that you close this complaint with proper handling of the underlying incident.

• Initial Complaint

  Date:03/07/2023

  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.

  pearson vue is a testing company that offer services to various institutions in the US. They are defrauding applicants and have a system that is flawed; there are a lot of issues with their online system which creates countless of back and forth between the entity that hires them and them. They fail to update costumes data which causes problem..there are many inconsistencies in the way in which they operate and they are running a business model so that people fail and have to retake the test over and over again so that they can make more profit of of people. This company knows that test takes are in a vulnerable position and that their future career depends on the test that they provide..test takes are afraid and put up with the abuse for the most.This company should be held accountable; legal process by the US court and it has to be band from issuing test in the US.Sincerely,

  Business Response

  Date: 03/17/2023

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. The candidate tested on 3/7/23. During their session the candidate was confrontational towards the *******, used abusive language, and refused to comply with the ********* requests by leaving the webcam and having their mobile phone within arms reach. As such, their exam session was revoked correctly. They were informed to contact the test sponsor regarding next steps. 

  Pearson VUE therefore considers this matter resolved and respectfully requests that you close this complaint with notation of proper handling of the underlying incident.

• Initial Complaint

  Date:02/10/2023

  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.

  Several months ago, I registered with Pearson VUE to take the CompTIA Security+ Exam. I have changed my exam date three times, realizing it will be several years before I have the time to study for the exam. I tried to request a refund online, but they will only refund to the credit card used to register for the exam. The problem is that the card I used is under the ** loyalty program, and ** moved the card from *********** to ******* *****. I had no control over this move. I could either accept the change or close the account either way, I would not have access to the account I used to register for the exam. I spent over an hour being passed around to customer ********************** personnel, each telling me there was no way to get a refund without the previous account. I am asking the BBB to help me get my $381 back.

  Business Response

  Date: 02/21/2023

  We have reached out to the candidate and we believe this matter was resolved to the candidates satisfaction. If still in need of assistance, the candidate has been advised to contact our customer ********************** department. Pearson VUE therefore respectfully requests that you close this complaint with notation of proper handling of the underlying incident.

  Customer Answer

  Date: 02/22/2023

   I am rejecting this response because:
  
  I don't have access to the account so I can't receive the refund. Can they just cut me a check and send it to the address on record? 

  Business Response

  Date: 03/01/2023

  We are not able to issue a check but the candidate is able to provide us with a secondary card if needed. If still in need of assistance, the candidate has been advised to contact our customer ********************** department. Pearson VUE therefore respectfully requests that you close this complaint with notation of proper handling of the underlying incident.

  Customer Answer

  Date: 03/05/2023

   I am rejecting this response because:
  
  I've talked to the company multiple times and each time they say they can only issue a refund to the card used to register for the exam. I need a person and phone number I can talk to directly that can make the credit card change. I've spoken to several representatives and none of them have been able to complete this task.

   

  Also, the response reads as if Pearson Vue has contacted me about this case and offered a path forward. If I am understanding their responses correctly this is not accurate. I have not spoken with or can not find an email from Pearson Vue since I started this case. 

• Initial Complaint

  Date:02/07/2023

  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 had a Science Test scheduled for this morning at 5:30am February 7,2023. That was not launched, the representative had broken English, did not do his job to launch the test. My desk was cleaned from the night before in my office I work from home, so my desk stays clean. The order number #************** Paid on Sunday February 5, 2023, immediately after I passed the Science Practice test. I would like to re-schedule or receive my ***** dollars back. This heart breaking after studying, paying my hard-earned money. Set out to further my education for this to happen, it horrible. Pearson Vue Education GED IS VERY HARD TO CONTACT THE NUMBERS DO NOT WORK NEITHER DO THE LIVE CHAT>THAT ALONE IS VERY UNPROFESSIONAL FOR A STUDENT TRYING TO GAIN THEIR EDUCATION!!!

  Business Response

  Date: 02/24/2023

  GED Testing Service LLC is a joint venture of NCS Pearson, Inc. and the **************** on Education.? Pearson Education is an affiliate company of GED Testing Service LLC (GED Testing Service or ***TS).? NCS Pearson,Inc is the parent company of both entities. GED Testing Service is the owner of the well-known *** test, the four-subject high school equivalency exam that is nationally and internationally accepted by colleges and employers.? Individuals must pass each of the four (4) content area tests with a score of ************************************************************************************************************************* which they achieved the passing scores on all four tests (*** Diploma).
  

  We have reached out to the Consumer to resolve this matter directly.   GED Testing Service therefore considers this matter resolved and respectfully requests that you close this complaint with notation of proper handling of the underlying incident.

  Customer Answer

  Date: 02/24/2023

   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:02/03/2023

  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.

  On December 19, 2022 I was not provided the appropriate environment nor time conducive to a successful passing score on my Educating All Students *** Certification Examination. Approximately one hour into the start of the exam a fire alarm was set off. From the moment the horn strobe began until we were asked to leave the building, several minutes had transpired. The ******* took additional time to stop each person's exam, one computer station at a time. We were then asked to stand outside without coats in below freezing weather for another ***** minutes. We were eventually told the alarm was false and we could re-enter the building and continue our exam - with the horn strobe still sounding. Because I was in the middle of an essay question, I had to reread all of the related material to refocus my train of thought. Unfortunately, this proved to be very difficult with a continuing horn strobe sounding off within the exam room. Im not sure how long the alarm continued to sound but it definitely resulted in a pounding headache. Based on my 498 point score (500 passing), I am absolutely convinced that the circumstances resulted in a non passing score. Because I spent an enormous amount of time studying for the exam, warranting a half day off from teaching and actually taking the exam, a refund and rescheduling would not be an acceptable solution. I respectfully request a reassessment of my examination results. Thank You, **********

  Business Response

  Date: 02/09/2023

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE delivers exams through our network of over **** Authorized Test Centers.
  
  This customer attended his scheduled ********************** appointment on December 19, 2022. During his appointment, a fire alarm sounded. Our records indicate that examinees were offered the opportunity to stop testing and schedule another appointment without incurring additional fees; however, this customer declined to reschedule and opted to continue testing.
  
  Customers with concerns about an appointment are advised to contact us within seven days of testing. This customer first contacted us on January 23, 2023. Due to the time passed between the appointment and the customer contacting us, additional information is unavailable.
  
  We are unable to score tests in the manner requested by this customer. For multiple-choice questions, answers are scored and then verified before scores are reported. All written responses are scored as submitted according to standardized procedures and incidents that *** occur during a test administration cannot be taken into consideration during the scoring process. Scorers with relevant professional backgrounds are oriented to these procedures and are carefully monitored during scoring sessions. As part of the scoring process, written responses are scored by multiple scorers and therefore have essentially already been rescored. Consequently, there is no rescoring service available.
  
  Pearson VUE considers this matter resolved and respectfully requests that you close this complaint with notation of proper handling of the underlying incident.