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:11/25/2022

  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 took my ****** exam and passed on November 13,2022. Pearson Vue refuses to send my results/scores to the state if ****** and Nipr. I was advised the state receives all passing scores as soon as its sent to them electronically. This is interfering with my career promotions and income. Ive been lied to several times told its been submitted them told a case was file filed to resubmit and lie after lie. Ive been hung up on and transfer around. Ive paid my money and passed my test. I need to get my adjuster license for ****** I earned the right to do so. Can you help me? Thank you ***************************

  Business Response

  Date: 12/16/2022

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE is not refusing to send candidates results/scores to the ***************. Pearson VUE in fact sent candidates scores to *********** Systems (SBS) and the ****** division of the ****************** Producer Registry twice. Those two organizations are responsible for processing the results in order to proceed with certification of candidates or processing of licenses. Candidate tested on 11/13/22 and the results were sent on 11/14/22. We sent those results again at which point SBS indicated they had an issue and manually processed the resent results. They reached out to the candidate once those results were sent a second time and processed. 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:11/04/2022

  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.

  As a veteran with PTSD who works in the capacity of mental health, this company has the worse customer ********************** when scheduling an exam. Each time I have tried to schedule my exam- which is hard exam because I have failed it twice; I have to argue over and over because I have special accommodations to have a private room due to my disability. I have had anxiety attacks on the phone because the customer ********************** reps refuse to contact the testing site to confirm if they have the date available. The last two times I scheduled my exam I had to call the actual testing sites where I live and they told me that they did have dates available in which the customer ********************** rep lied and said they did not have none. I called again yesterday and the customer ********************** rep by the name of ***** stated that they did not have any testing dates available until December. When I told him to check a for the location he told me he did and they did not have any either. I proceeded to inform him after he lied that I had called the testing center and they told me they had dates available for special rooms accommodations. After I told him I called he deceit to argue over and over on the phone after I asked to speak with his supervisor. He put me on hold and then hung up on me after five minutes of waiting on the supervisor. I refuse to have another anxiety attack Ill be stressed out due to customer ********************** reps not wanting to call and go the extra mile to confirm when in both cases I have gone through h*** in which they finally called and they did have testing dates. I am overwhelmed and already stressed due to the exam to go back and forth with someone who does not want to do their job I refuse to go through this and was hoping that there was another competitor company that I could schedule with or do it myself online to keep from going through this type of stress every time I call Pearson to schedule an exam Especially when An exam is $300 every time I take it. This is despicable

  Business Response

  Date: 11/15/2022

  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:11/01/2022

  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.

  We payed for the aws cloud practitioner test, but I needed to rescheduled it, so I rescheduled my exam for other day, it appeared rescheduled in the Pearson Dashboard, with the correct hour and date. On the exam day, the test on the Pearson Dashboard disappeared, so I couldn't attend my exam and I lost my money. I couldn't communicate with them either. 100 USD were lost without being able to take the test.

  Business Response

  Date: 11/07/2022

  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:10/27/2022

  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 ordered a lab manual I needed for school on 8/28/22. I did not receive this book for 3 weeks even though their website says its a 48 hour turnover. When I questioned them about this, they told me it was an issue with *** then I spoke to someone else who told me the book was out of stock and thats why it wasnt sent to me. Either way, I was never told any of this until I reached out over 2 weeks later. By the time I received the manual, I had to drop the class because I had missed too many labs. I returned the book less than 24 hours after it was delivered to me. Pearsons received the book then informed me it would take 3-4 weeks for my refund. When I showed I wasnt happy with that (since they dropped the ball so badly by not shipping it out in a timely manner). They then informed me I would have my refund in 3-5 days. That never happened. When I reached back out again, I was informed that there was a balance on my account and the refund took care of the balance so I wouldnt be receiving anything back. Which, makes no sense to me at all. This was my first time ever purchasing from them, and I only purchased the one book. So Im not sure how its possible that I had a balance? Its been 2 months and I still no dont have a refund, and according to Pearson I will not be receiving one. All I want is my refund, they have their book, I feel I should have my money.

  Business Response

  Date: 11/15/2022

  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.

  Customer Answer

  Date: 11/16/2022

   I am rejecting this response because:
  
  They have no handled it what-so-ever. Its a straight up lie when they say this has been handled to my satisfaction. They have ignored my emails about this issue. They just tell me they will note the instance to help further their customer ********************** satisfaction. They just emailed me on Monday, a ******************** from Pearsons wrote this to me in an email:

  Hi *******,    
   
  I hope you are well and staying safe.   
   
  This is ******** and I'll take over this case number 44593178.  
   
  Please be informed that this case is strictly monitored. We will keep you posted once we have an update. 
   
  Have a great day and Stay Safe!    
   
   
  Sincerely,          
  ********************         
  Pearson Customer **********************

   

   

  so, they know it is still an issue.

  Business Response

  Date: 11/29/2022

  The candidate has an active dispute with their bank that is prohibiting Pearson VUE from proceeding further on resolving this complaint with her. We have reached out to her multiple times in an attempt to resolve. However, she has not responded. 

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

• Initial Complaint

  Date:10/20/2022

  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.

  Invoicing and billing at Pearson is consistently inaccurate and nearly impossible to get resolved which is why I resorting to use of BBB. This is not my just my opinion. Its the consensus among all my colleges.I was recently double billed for Q-Interactive license and was told I have an invoice in amount of $5,000. I received no such invoice nor do I owe $5,000. I am unable to reach anyone who can help resolve this. I just spent 30 min on the phone with no resolution. I just kept getting the transferred to different people. Pearson does not provide an account manager so none of the customer ********************** reps has any idea whats going on with your account and are unable to resolve it. Pearsons invoices do NOT provide information that allows us to reconcile what they are billing. This needs to change immediately. We need to be able to go through an invoice and be able to check to make sure its correct.

  Business Response

  Date: 11/15/2022

  We have reached out to the candidate and we are working with her to address her billing concerns. We believe this matter has been resolved. However, we are waiting on the candidate to confirm the information. Pearson VUE therefore respectfully requests that you close this complaint with notation of proper handling of the underlying incident.

• Initial Complaint

  Date:10/17/2022

  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 am writing about my CIPP/US online test experience of October 15, 2022 9:45 am. (Case #********).During the tutorial/setup portion, I couldn't load my system preferences to allow for keystroke monitoring. I used the chat to ask what to do. The ******* said that she would relaunch the session.During the second session, while I was #7 in the queue waiting for a new *******, I stood up to close my door and tell my husband in the next room to be quiet. I thought this would be a brand new session where Id have to verify my ID again, take photos of the test area, etc. However, a few seconds later, I was launched back to where I left off in the tutorial/setup portion of my first session. The second proctor, *****, sent a chat message to ask if Id completed the exam and I said no, I was just starting. I said my test was scheduled for 9:45 am (It was only a few minutes after that time).After I finished the tutorial screens, the test started automatically. After a few questions, ***** came online again and said that because I had stood up in violation of the rules, the test was revoked.I did not stand up after the test started, only during the time while I was waiting in the queue to check in before the second ******* came online. This was confusing as I was told by the first ******* that this was a new session, so I assumed I could stand up before the test actually started. This was my first experience with Pearson online testing. I spent several hundred dollars to take the test and studied for months.I was led to believe there were two separate sessions and the lack of notice on the Pearson site made this confusing. I did not know I couldn't stand up before the test even started. The rules are not clear on this point.I would like (1) my exam results of the first exam erased; (2) to be given a credit to retake the test at a local test facility.

  Business Response

  Date: 10/26/2022

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Candidates are provided the testing rules on the client homepage to review prior to testing.? We have reviewed this matter and note that this candidate left the webcam view which is not allowed during the exam for any reason. This instruction is made available to candidates on the client homepage at www.pearsonvue.com/iapp in the testing requirements, FAQs, and testing guide. 

  The candidate's test session was revoked per Pearson VUE and the client's policies. Neither IAPP or Pearson VUE can delete the taken exam results.

  The sponsor has communicated with the candidate and we hope the candidate is satisfied with the resolution reached. Pearson VUE therefore respectfully requests that you close this complaint with notation of proper handling of the underlying incident.

   

  Customer Answer

  Date: 10/27/2022

   I am rejecting this response because:
  
  I did not leave the exam area during the test. I only stood up while I was #7 in the queue waiting for the ******* to check me in. Again, this is a ridiculous level of legalistic adherence to your rules, which are not clearly stated. It is not obvious to a test taker that one cannot move around before even being checked in to take the test. Very poor customer experience. 
  

  Business Response

  Date: 11/07/2022

  Pearson VUE has looked into this matter again and while we regret that the candidate was not satisfied with their experience, the testing session was revoked per the clients and Pearson VUEs policies. Before the exam continues, the candidate sees an Exam Rules Reminder screen which has an agreement they must acknowledge before proceeding. The rules listed on that screen are: No one is permitted in your testing area for any reason; You must not leave your testing area for any reason; You must not speak or mumble with your mouth covered; You must not record or photograph any part of your test; Mobile devices must remain out of arms reach unless we contact you. The candidate has to check a box that states their exam will be revoked if they break these rules. 
  
  Pearson VUE therefore respectfully requests that you close this complaint with notation of proper handling of the underlying incident.
  
  Thanks,
  ******
  
  ************************* (she/her)
  Contract Manager
  Pearson VUE/Certiport
  
  5601 ******************
  ***********, ********* 55437
  E:****************************************************
  
  
  Learn more at www.pearsonvue.com
  
   
   
  

  Customer Answer

  Date: 11/07/2022

   I am rejecting this response because:
  
  Again, I reject this response because of the companys ****** rigid rules and lack of information. I stood up while I was in the queue waiting for the *******. I do not want to argue with this company anymore but I will not be bullied into rejecting their response. Buyers beware: just read all of the negative reviews about pearsons online testing. If you have no other option than to use Pearson, then go to the test center in person. 

• Initial Complaint

  Date:10/17/2022

  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 paid for and registered for a proctored exam online by Pearson Vue OnVue on 10/14/22. The test was scheduled for today, 10/16/22 at 10:15 HST. I requested an English test with an English speaking *******. Check-in was 30 minutes prior to the test time. I began check-in at 09:46. The first ******* called to view my exam location, and I could not understand him as he was screaming and did not speak English very well if at all. When the call ended, I took a drink of water as beverages are permissible. Once the call ended, a screen connect session was being re-established. The ******* launched my exam without telling me while I was asking questions about the online environment in the chat box. Since it was before my scheduled exam start time, I was confused as to whether or not I could begin my exam. I asked if I was supposed to start the exam, and I was informed that my exam was being revoked because when I took a drink of water I left the camera view. I did not get up from where I was sitting. I requested to speak to a supervisor, and my chat session was disconnected without further explanation. I feel that this was a fraudulent scam as I paid for a service that I did not receive. I cannot reach a live human regarding this incident. There are multiple reports and complaints online of other persons having the same or similar experiences with Pearson Vue. This is discrediting to the organizations that have agreed to allow Pearson Vue to be their third-party exam *******. This is an outrageous, please advise! The people working for Pearson Vue have no integrity, and they are not doing their due diligence. They are not doing their job correctly. They violated their own policy which states that the exam cannot begin prior to slated start time, and it was never disclosed to me that the exam was being launched. I feel taken advantage of, and I am a highly unsatisfied customer. If ********************** cannot do any better, they should be removed from service.

  Business Response

  Date: 10/26/2022

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams.  Pearson VUE operates over ***** Authorized Test Centers.  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. This candidate left the webcam view. 

  On pearsonvue.com it states: 

  Q.What happens if I lean outside the view of the webcam or leave completely?
  A.Unless its during a scheduled break built into your exam, leaving the webcam view for any reason or duration, even if you have already completed the exam questions, will result in your exam session being terminated and the exam result being invalidated.
  Important: Upon exam completion, you must fully close the OnVUE application before leaving the webcam view.

  Behavioral dos and donts
  Visibility/movement. Throughout your exam, you must stay in your designated testing space, in view of your webcam, unless your program specifically allows breaks. (Most programs do not allow breaks, so plan accordingly.) Your eyes must face forward at all
  times, and you may not cover your webcam. Additionally, unless prompted by the greeter or *******, do not move your webcam once the exam has started.

  The candidates exam was revoked per the clients and Pearsons policies. Pearson VUE therefore respectfully requests that you close this complaint with notation of proper handling of the underlying incident.

  Customer Answer

  Date: 10/26/2022

   I am rejecting this response because:PEARSON VUE VIOLATED THEIR OWN POLICY BY LAUNCHING MY **** PRIOR TO MY **** START TIME WITHOUT DISCLOSING THIS TO ME PRIOR TO STARTING THE ***** THE TESTING POLICY STATES THAT THE **** CANNOT BEGIN BEFORE SCHEDULED START TIME. THE COMPANY HAS NO ETHICS AND JUST WANTS TO TAKE PEOPLE'S MONEY. THEY CAN GET AWAY WITH THIS BECAUSE THEY HAVE A MONOLPOLY ON THE TESTING INDUSTRY. I WOULD LIKE A COPY OF THE ***** FOR EVIDENCE.
  
  
  

  Business Response

  Date: 11/08/2022

  Pearson VUE has looked into this matter again. We would like to restate that the candidates exam was revoked per the clients and Pearsons policies. We do not provide video of candidate testing sessions. However, we did reach out to this candidate and we believe the matter has been resolved to her satisfaction.  
  
  Pearson VUE therefore respectfully requests that you close this complaint with notation of proper handling of the underlying incident.
  
  Thanks!
  ******
  
  ************************* (she/her)
  Contract Manager
  Pearson VUE/Certiport
  
  5601 ******************
  ***********, ********* 55437
  E:****************************************************
  

• Initial Complaint

  Date:10/12/2022

  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.

  Pearson vue is causing reputation damage and inconvience during exam. Exam taken in August , ******* was late and never apolgized. I had to end exam early to accomodate for dinner even though I checked in early . There was some system issue. Additionally, I tried to geninuely reschedule exam for October 2nd, 2 days before September 24th, but pearson vue cust support was unethical in reporting my claim. I tried to reschedule 2 days early but reschedule did not process for some reason or system issuesand I am not getting email from cust **********************, they are moved to spam or junk.Pearson VUE ****************************************************************************************************** INVOICE Invoice Number:?**************?Transaction Date:?Monday, August 29, 2022?Ship ****************************************** ********************************************************************************** Bill ****************************************** ************************************************************************************** QuantityItem IDDescriptionShipped ToUnit PriceAmount 1429500975SAA-C03 AWS Certified Solutions Architect - Associate English Appointment: Saturday, September 24, 2022 4:45:00 AM CDT Candidate ID: *********** Candidate Name: *****************************************USD Pearson VUE represents and warrants that Cardholder authorizes payment in the Total Amount shown (together with any other charges due thereon) subject to and in accordance with the agreement governing the use of Cardholder's card. Pearson VUE ** is a business of NCS Pearson, *** Taxpayer Name and *************************** *** *********************************************************************************************************************** Subtotal15****USD Shipping:****USD Tax****USD Total15****USD Payment Information Payment Number:395562513 Payment Type:Credit ****** **** Card Number?XXXXXXXXXXXX8745?Card Holder:*************************************** ************** Customers Only: If the tax amount is zero (****), this service may be subject to reverse charge procedures by the customer. Article 44 VAT Directive 200/112/EC applies.

  Business Response

  Date: 10/25/2022

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams.  Regarding the first matter, appointment time does not guarantee when the OnVUE appointment will be picked up by a greeter.  Once the candidate logs on,they go into a queue. This is on the pearsonvue.com/aws/onvue page under frequently asked questions:
  
  Q.My ******* hasnt started my exam yet. Where is my *******?
  A.Once you've completed the required check-in steps and have completed taking photos of your face, ID and environment, you will see the following message: You are almost done with the check-in process. Next, youll be placed in a queue and will wait momentarily while a ******* reviews your check-in steps. Please be aware, other candidates may be ahead of you in line.The OnVUE application should tell you where you are in queue. Most exams are launched by a ******* within 15 minutes of the appointment start time.
  Any delay might mean theres a problem with your photos or internet connection. For issues with your photos, a ******* will attempt to reach you over chat or via your cell phone. You may not recognize the phone number, which will either have a 617 US area code or say Pearson VUE on the caller ID, but please answer so we can assist. If we haven't contacted you within ************************************************** such cases, please contact our customer ********************** team via ********************** OnVUE Support live?chat. As a reminder, mobile devices must be kept out of arms reach during the testing sessions.
  
  Regarding candidates second issue, we believe it has been resolved. Pearson VUE respectfully requests that you close this complaint with notation of proper handling of the underlying incident.

• Initial Complaint

  Date:10/10/2022

  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.

  A few weeks ago I took my license exam for ************* ********* Health/sickness at ************************************ in ********** **. I scheduled 2 tests back to back, was not aware of how the tests were administered. There are supposed to be 2 separate tests with 2 parts each, I took one test and thought the 2 parts were actually two different tests. The employees at the federal credit union told me after the 1st test that I was done and could leave, never mentioned the second test that I paid for. I left without taking the second test because I was unaware there was another test that also had 2 parts, the testing facility is supposed to tell us. I went back to retake the tests last week and talked to a horrible blonde lady with an awful attitude, I asked her why no one told me I had a second test to take and she made up an excuse and lied to my face. The test was PAID FOR and I never got a change to take it, did not receive a refund either. I have to retake one of the tests now, and I wanted Pearson Vue to waive the fee for the new one since the other one I paid for was not taken. I called 3 different times trying to talk to someone, and spoke to a man with an extremely thick accent who was not at all helpful. He told me I was wrong maybe 15 times and that my information didnt match, when I was looking right at my account. I repeatedly asked him to transfer me to someone else since he couldnt figure it out, and he left me on hold for 40 MINUTES while he was trying to locate his supervisor. I am extremely ****** off with how the testing facility and Pearson Vue have handled this. I plan on filing a separate complaint for the testing facility because they should be completely removed from Pearson Vue as a testing option. All I want it the fee to be waived for the new test since the other one was paid for and I wasnt allowed to take it. Please advise on how to get this resolved. Thank you.

  Business Response

  Date: 10/14/2022

  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:10/05/2022

  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 scheduled an exam through Pearson VUE last night to take an exam today. This is an exam that I've been preparing for for several weeks. I logged into their website where the asked me several questions including what time zone I'm in. When I went to schedule my exam, the default time was set to 1:15. I assumed, since they knew what time zone I was in, that it was 1:15 in the afternoon, but their website actually scheduled my exam for 1:15am.Obviously, I missed this appointment. Upon realizing my mistake, I contacted their support number and asked to be rescheduled. I know there are still available times for this exam because I can see the open time slots. However, the support person told me that all that could be done is to open a case which would have to be reviewed and it would take at least 3 business days. The result is that, instead of taking the exam when I'm ready, I'll have to wait almost another week to take the exam.I can admit fault in my not double checking the meridiem of the test time, but automatically picking a time for an exam that would be in the middle of the night for my timezone is extremely bad user experience. Coupled with the fact that I have to have my case reviewed before I can even try to reschedule the exam that I've been preparing for for several weeks instead of taking it when I'm ready is terrible customer **********************. I can schedule an exam without any human interaction, but my case has to be reviewed to reschedule? Give your support personnel enough leeway to actually support issues.You have open exam slots. It was a simple mistake based on bad UX. Let me reschedule and take my exam instead of jumping through needless hoops.Case Number ********

  Business Response

  Date: 10/10/2022

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. We have researched this matter and our records show that the candidate successfully rescheduled and completed his exam. Pearson VUE therefore respectfully requests that you close this complaint with notation of proper handling of the underlying incident.