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 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:02/01/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was trying to take my exam for Linux+ and was given the error that Ive already used up both of my vouchers when I only used up one to take the exam. I called COMPTIA and they advised me that I would need to contact Pearson VUE. After a few run arounds given from both COMPTIA and Pearson VUE, I finally got my question answered. It appears that they have marked me as a no show for my first exam (in which I reschedule days because my job needed me to work in later that day) and my actual exam that I took in which I failed was my second try even though it was my first try. When I spoke with Pearson VUE customer **********************, they advised me the issue was, I never canceled my first exam and that when I re-scheduled, the system took it as just in-case the tester fails the first attempt The reschedule was considered to be the second attempt in which that was marked attended on first attempt. The Pearson VUE customer ********************** understood what happened and advised me that it would be taken care of and that they need to request the cancellation on the first exam. This was due to the reschedule beyond my ability to control. I then received the following email correspondence a few days later stating: Dear Pearson VUE Testing Candidate, Thank you for contacting Pearson VUE Customer ********************** regarding your scheduled exam. We regret to inform you that as we are unable to honor your request to reschedule in regard to work related issues or emergencies. Unfortunately, to take the exam again, you will have to book a new exam by paying the applicable fee. We will be closing your case at this timeI believe this is a very unfair practice in which I did what I needed to do on my end and Pearson VUE is not holding up to their promise. I reserve the right to report the company to the BBB for scamming me in one of my voucher usages, which I intend to report.

  Business Response

  Date: 02/03/2023

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. The candidate had a registration scheduled for May 26th, 2022 and did not make the appointment. The candidate requested that we cancel their no show on 1/27/2023, well after the no show was received. Due to the time elapsed and the reason that was provided for the exception, work related issues and no laptop, Pearson VUE denied the request to cancel the no show and reinstate the voucher. Pearson VUE therefore respectfully requests that you close this complaint with notation of proper handling of the underlying incident.

  Customer Answer

  Date: 02/03/2023

   I am rejecting this response because:
  
  I requested the reschedule ahead of time I was not a no show in taking my exam I rightfully did what the company requested by me on their terms in rescheduling an exam, they did not uphold their end. I paid for two voucher's on for the exam and another for the re-take I only used one voucher. there is no reason on why I was consider a no show since again I reschedule ahead of time. 

   

• Initial Complaint

  Date:01/17/2023

  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 highly doubt this goes anywhere. I want it on record that after much back and over my licensing requirements, my license was denied after I personally submitted my 40 hour pre licensing course. I was instructed and given instructions on how to upload my certificate myself. I had to pay an additional $44.95 to get access to the certificate but now I have to pay an additional $125 ** I was given incorrect instructions. In the instructions it never specified that me sending my 40 course completion myself could result in my application for licensing being denied. In this economy double paying for something as trivial as this is frustrating.

  Business Response

  Date: 01/30/2023

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. This candidate submitted a new application on 11/9/22 which was incomplete and they were sent an application deficiency letter on 11/11/22 which states their education provider needs to report their (education) hours in ******.  Additionally, they called our offices on 1/13/23 and were advised of the same - to contact their prelicensing provider and have them submit PLE. 

  
  The client began requiring all PLE hours be uploaded electronically beginning 1/1/2021 (over a year ago) and no longer accepts uploaded paper certificates.  We followed the clients established guidelines and rules in this case and closed their application accordingly (also noted in the letter).  They will need to reapply as explained on 1/17/22 when they called our office after their application was closed incomplete. 

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

   

  Customer Answer

  Date: 01/31/2023

   I am rejecting this response because out of all the times that in ***** about this issue it wasnt intil

  AFTER I submitted my pre licensing course completion that it wasnt going up be accepted. It was a representative from Pearson Vue that walked me thru how to attach documents thru their attachment warehouse. 

  
  

  Business Response

  Date: 02/03/2023

  We have reviewed all of the calls with our office and did not find any data to support that the candidate was told she could upload a PLE certificate by our team.  Her application was closed as incomplete on 1/17/23.  Candidate was advised multiple times that her PLE provider needed to electronically upload her course completion hours and this was also on the application deficiency letter she received.  She has subsequently submitted a new application (as required by the clients procedures) and that application has been approved and her license issued 1/23/23.  We followed the clients established procedures on the application that was closed as incomplete. Pearson VUE therefore respectfully requests that you close this complaint with notation of proper handling of the underlying incident.

• Initial Complaint

  Date:01/12/2023

  Type:Sales and Advertising 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.

  Originally I was authorized to take my NCE. Due to technical difficulties on Pearson Vue end, they closed my test and had me reach back to the authorizer to request extension. Customer ********************** should have assisted with this, however, I did appreciate the rep I had at least sending me proof to take to the company. It took a significant time, but they did authorized me to test again. However, when I spoke with Pearson Vue they could not identify why I was unable to schedule my exam. I waited patiently over a month for them to assist me with this. When there had been no resolution, I reached out to Pearson a third time to speak with a representative who wrote "you are not trying to understand" and was quite disrespectful to only tell me the proof I provided of my approval to sit a second time was not sufficient enough and that I had to go back to the approving authorized to have them tell Pearson Vue again. I have minimal time to attempt my exam, which I originally already passed years ago and have been stuck retaking and filled with enough test anxiety about, and now I'm stuck waiting even longer which could end up completely preventing my chance at my career field. All I want is to take my exam that I already paid for and Pearson Vue technical issues forced me out of.

  Business Response

  Date: 01/20/2023

  We have researched this matter and we believe it was resolved to the candidates satisfaction. There is no longer a no-show on the candidate's Pearson account and they are free to reschedule an exam. 

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

  Customer Answer

  Date: 01/20/2023

   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:01/04/2023

  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 paid for and was scheduled for 2 exams on 1/4/23. I understand that I am not permitted to have my phone in arms reach during these exams. When greeted for the first exam the greeter asked me to go get my phone and take additional pictures of my DL and test area. I did so. He then asked me to show him a picture of my phone out of arms reach. After this he started my first exam. Knowing this procedure, when I began my log in for my second exam I kept my phone close by for the addition photos. However, this time I was never even greeted by a greeter and the screen went directly to the begin test prompt. At this time I got up from my chair to move my phone out of arms reach before clicking begin test. I then began my test. On about question #** the ******* sent me a message asking why I got up from my test. I explained that I was putting my phone out of reach as per policy. He then restricted and closed my test. Upon calling customer ********************** and explaining the situation, the refused to help Me in this matter. I did nothing wrong. Clear instructions for set up were not provided. I was not greeted before this second exam and I moved my phone BEFORE clicking begin test. I would like my test rescheduled at no additional cost to me and the failed test removed from my record. Im only given 2 attempts to pass this exam and then I must pay for additional schooling. My first attempt was not a a fail it was through no fault of my own. This is a scam to made additional money and they greeters/ proctors are not qualified. In addition the customer ********************** reps have no desire to assist when there is an issue.

  Business Response

  Date: 01/12/2023

  We have researched this matter and we believe it was resolved to the candidates satisfaction. Pearson VUE therefore respectfully requests that you close this complaint with notation of proper handling of the underlying incident.

• Initial Complaint

  Date:12/31/2022

  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.

  Same as other complaints. I am emailing the *********************** and the **************** of Education for *******. This test, particularly the Math of the General Knowledge and Elementary K-6, are set up for failure. The failure rate is a 51%...a teacher with that kind of record of failures would be fired for incompetence. I am asking for a full Federal and State investigation into fraud by having applicants pay multiple times for tests that are altered for failure. The study guide provided by anyone is not helpful and the FTCE.gov ************* exam is a joke. It has a few "similar" questions, but the questions are "tricky" questions used to ensure failure. I had to take the General Knowledge math 4 times to pass, and now Elementary K-6, a 3rd time, and still have not passed it. Teachers understand that you do not construct test questions in this way...why does the **************** allow this? I am set upon changing it. Please BBB launch your own investigation or send to the *** to help prospective teachers in *******. I need no reply from Pearson, as whatever they state is baseless and not factual. Thank you.

  Business Response

  Date: 01/12/2023

  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 and via our on-line testing system, OnVUE.
  
  This candidate recently contacted the Better Business Bureau regarding the General Knowledge and Elementary Education K6 mathematics subtests of the ******* Teacher Certification Examinations (****).
  
  The ****** of ************* ********** at the ******* Department of Education is responsible for all aspects of the ***** including developing, administering, scoring, and reporting the results. The Department develops and administers the **** in partnership with its contractor, Pearson.
  
  The candidate's comments regarding the **** have been provided to the Department for response.
  
  If the candidate has additional questions regarding testing policy, they may also contact the ****** of ********** directly using their contact form: ***********************************************************************************
  
  Pearson VUE considers this matter resolved and respectfully requests that you close this complaint with notation of proper handling of the underlying incident.

• Initial Complaint

  Date:12/29/2022

  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.

  The online exam was scheduled for 12PM (aka Noon) but Pearson set it to AM (Midnight). If Pearson is going to try to offer a service no one wants (24h) the least they could do is use ************************************************** the email had it said 00 or 24.

  Business Response

  Date: 01/11/2023

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Candidates have the ability to test 24 hours, 7 days a week. Upon scheduling, candidates are given an option of whether they want their time options displayed as 12 hour or 24 hour. The 12:00AM MST time choice was chosen by 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: 01/11/2023

   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:12/07/2022

  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 was unable to take my exam online because the network would not connect-despite passing testing ahead of time as prescribed. There was no contact information provided ahead of time to assist in these situations. I was sent an email later in the day from Pearson Vue apologizing for the technical issues and instructed to click the link provided to reschedule my exam. The link was not a good link. There were no options online to reschedule. It took me over a day to finally get through to a customer ********************** rep on the phone. They were very hard to understand (the first rep I was able to get through to hung up on me when I couldnt understand anything they were saying). After being on hold multiple times I was advised to contact my credentialing board to reschedule-which has nothing to do with the testing. Pearson Vue is very difficult to work with. I just want to reschedule my exam.

  Business Response

  Date: 12/15/2022

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams.  The candidate was unable to test due to a widespread issue with the OnVUE application. A full tech review was completed, and it was determined the candidate was impacted. Due to the widespread nature of this issue, customer ********************** lines were negatively impacted. Candidate was reauthorized for the exam and can reschedule at will by accessing their account. A notification was sent to the candidate by email.Pearson VUE therefore considers this matter resolved and respectfully requests that you close this complaint with notation of proper handling of the underlying incident.

  Customer Answer

  Date: 12/15/2022

   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. Thank you.

• Initial Complaint

  Date:12/05/2022

  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.

  Pearson had no testing dates available 2 months out for me to take my **** exam. I was told that this is partly because I have accommodations for additional time and a separate space. Apparently, they are not prepared to provide accommodations to people with disabilities.

  Business Response

  Date: 12/20/2022

  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 reached out to work with the consumer/candidate and we believe we have resolved the issue.   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:12/03/2022

  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.

  My issue with PEARSON is that they are creating tests for TEACHERS to take which are not reflective upon their coursework. I got my masters in education and only had 1 course in my entire 2 years, aimed at providing some knowledge of the materials needed for the test. I have already spent countless money retaking this test. Each time the test was taken, it was a new test with questions and/or materials I did not study for. There are practice tests, but the tests too seems to be completely different from it. ****** then creating a test that is valid on the basis that future teachers have been taught the necessary materiais, they created a test that future teachers have not been properly prepped for. This test is for those who want to be a reading specialist and have taken more than 1 course on it, not for general future teachers.

  Business Response

  Date: 12/13/2022

  RE: Complaint #********
  
  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 and via our on-line testing system, OnVUE.

  In response to the candidates claim that Pearson creates tests for teachers to take that are not reflective of their coursework: The ***************** ***** of ********* approved and adopted the *********** Teacher Certification Examinations (****) after panels of *********** educators reviewed the objectives/frameworks. The minimum passing score for each test or subtest is approved by the ****************************************************************************** taking into consideration the professional judgments and recommendations of *********** educators.  Detailed information about the **************** Activities including Test Validity and Reliability can be found under Faculty on the **** program website at www.ct.nesinc.com/PageView.aspx?f=GEN_Faculty.html.
  
  In response to the candidates comments about the preparation materials: The preparation materials provided on the **** website are designed to help candidates identify areas of weakness and guide their preparation process with the help of primary resources. Primary resources might include class notes, textbooks, state core curriculum guidelines, etc.  The preparation materials are not designed to act as educational materials or to take the place of work completed as part of an educator preparation program.
  
  Summary: The candidate paid to have a **** examination delivered, and to receive a score report for that exam.The exam was delivered and the candidate was issued a score report.  The service was delivered in full, therefore the candidate is not eligible for a refund or credit.
  
  Pearson VUE considers this matter resolved and respectfully requests that you close this complaint with notation of proper handling of the underlying incident.

  
  

• Initial Complaint

  Date:12/01/2022

  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 failed Pearson Vue exam, not knowing my mistakes, becouse you can't see the question answers, but also saw that Coursera didn't covered their exam objectives.The guy at the test center told me to ******* everything"So I did that. I tried to schedule my exam again and it didn't alow me. I called and emailed Pearson Vue, InTuit and Coursera, spoke for hours and they told me that they don't have available slots for next 3 month and hang up on me.I ****** I learned, I failed and again I can't schedule the exam on which I have right to becouse of their incompetence or their scam.

  Business Response

  Date: 12/09/2022

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. The Intuit Bookkeeping Certified Professional (****) exam was developed by Certiport, a Pearson VUE company working with their client, Intuit. The exam was developed using best practices in developing a psychometrically valid exam designed for the job description of a Bookkeeping, Accounting, and Auditing Clerk (SOC 43-3031).  The objective domains in the exam are published on the Certiport web site: https://certiport.pearsonvue.com/Certifications/Intuit/Certifications/Certify/Certified-Bookkeeping and can be found in detail via the link on that site.
  
  There are many third-party courseware developers such as Coursera, that have developed courses for bookkeeping.  Certiport and Pearson VUE have no control over whether or not these courses cover the information listed in the objective domains nor if they will prepare the learner to be able to pass the exam. While we share the objective domains freely with curriculum developers, it is ultimately up to the candidate to ensure that they learn the content specifically listed in the objective domains in order to be prepared to pass the exam.
  
  Intuit has asked Pearson VUE to stop delivering the **** exam as of November 18th. It is our belief that Intuit will be offering a different bookkeeping exam via their own web site soon. However, Certiport and Pearson VUE are unaware of the exact status of Intuits release. Pearson VUE continues to host Intuits Quickbooks certification and links to the objective domains for that exam remain on the Pearson VUE site.
  
  Pearson VUE therefore considers this matter resolved and respectfully requests that you close this complaint with notation of proper handling of the underlying incident.