Business Profile

Correspondence Schools

Pearson Education

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Correspondence Schools.

Complaints

This profile includes complaints for Pearson Education's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

344 total complaints in the last 3 years.
113 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:01/03/2025
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 have requested testing accommodations because of my disability and it has been extremely difficult to get a time scheduled that works for me. I initially scheduled my exam prior to being approved for accommodations and the process was very easy. Now that I have accommodations the process has changed so much that it has discouraged me from wanting to take the test. Feels very much like discrimination.
Business Response
Date: 01/06/2025
Pearson VUE will need additional information regarding the Test the consumer was taking so we may research internally in order to respond appropriately to this complaint. Thank you.
Customer Answer
Date: 01/06/2025
I am rejecting this response because:

This is for the *** PMP exam.
Business Response
Date: 01/22/2025
Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers. According to our records the candidate has approved accommodations of extra time and ear plugs approved by the sponsor, PMI. The combination of these accommodations requires the candidate to call the Pearson VUE accommodations scheduling team to book their test appointment with their approved accommodations. The candidate recently scheduled themselves for a January 25 exam appointment, however their appointment did not include the approved accommodations as per the above. The scheduling team has since gone in and added the appropriate accommodations to the candidate's appointment scheduled for January 25. The candidate has added time and approval to use ear plugs during their exam. Pearson VUE therefore considers this matter resolved and respectfully requests to close this complaint with notation of proper handling of the underlying incident.
Customer Answer
Date: 01/22/2025
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:01/02/2025
Type:Customer Service 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.
Dear Pearson Vue,I am writing to express my frustration with your system and customer ********************** regarding rescheduling my NCLEX test to October 17, 2025, due to military duty priorities. Despite my Board of Nursing extending my eligibility to October 2025 due to the same reason, your system prevents me from rescheduling, displaying the error:"Were unable to process your reschedule request due to the amount of time that has passed since your original payment..."I emailed customer ********************** on October 9, 2024, but the agents (Hana ** and Neha. B) were unhelpful and asked me to call instead. When I called on January 2, 2025, the agent followed by a supervisor, ****, refused to escalate my case or provide a solution, saying no one or no way could help me out only if I pay another fee to reschedule.Additionally, during the call, your team unscheduled my test on July 25, 2025, and rescheduled it to July 15, 2025, without my consent, further complicating the situation.I understand and respect your policy but given the situation above out of my control, I request immediate assistance to:Refund my fee since your system doesn't allow me to test, then I could pay again to fix your system.Investigate the unauthorized change to my test date.Please address this promptly, as I have followed all necessary procedures and cannot test due to circumstances beyond my control.Sincerely,**** L
Business Response
Date: 01/10/2025
Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers. According to our records the candidate registered with Pearson VUE on 7/28/2023. Registrations expire after one year, but can still be used to deliver the exam, depending on the board's decision on the length of eligibility. In this case the board made the following changes to accommodate the candidate deployment.
Initial dates: 8/3/2023 to 1/30/2024
Updated extension: to 3/31/2024
Updated extension : to 5/31/2024
Updated extension : to 8/3/2023
Updated extension: to 10/31/2025

At this point, however, the candidate can longer use the original registration. Candidate has been provided with a new registration at no cost to him. Pearson VUE therefore considers this matter resolved and respectfully requests to close this complaint with notation of proper handling of the underlying incident.
Customer Answer
Date: 01/10/2025
Dear BBB and Pearson Vue:

I have reviewed the response made by you in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Thank you!
Best regards,
**** *.
Initial Complaint
Date:12/16/2024
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.
Scheduled to take my test at home on 10/11/24 @ 6:45am. In the VUEsystem by 6:17a. 2 days previous, I ran the background- system tests. I restarted my computer prior to opening VUEapp, closed all background applications. The 1st delay: 'no cell phone', yet I needed my cell to take images of my surroundings and upload using a ** code the testing site offered. After using ** code & returning to the test application -my whole computer was frozen (you know the blue screen on a PC that smiles sideways at you). I ran to get a laptop computer -restarted it, ran the background check- closed all programs on task manager, the ** code had saved my images (thank goodness), and then the test would not start. The app. was stating that there was programming running named "automodetect" and this was not showing up in task manage nor would it let me run the test. At this point, the quick option for support was the Chat. I asked the question quickly about'automodetect', then the chat asked each question individually, "my email", "my name", "my phone number", "my CCID, registration IS, or VUE ID?" - needing my phone again, which I put out of the room. time,taking time. Then the chat got "the right person from their team". So I asked the same question about 'automodetect'. Then "they suggest to close all the applications, including chat, and the browsers and then restart ONVUE, then start over". My last question "are you able to contact my *******, **** they let me in late?" I shut it all down, I powered it back on,no change. It was clear I could not get into the test, I called the **** center, told the story to a kind person, not able to help. Said I would receive an email about my complaint. I received a form/template email from Pearson VUE, telling me, reiterating all the system check-information andsuggesting I would need to pay to take thetest. I would like to take my test the 1st time and not pay again. In-person
Business Response
Date: 12/18/2024
Pearson VUE will need additional information regarding the Test the consumer was taking so we can research internally in order to respond appropriately to this complaint. Thank you.
Customer Answer
Date: 12/18/2024
I am rejecting this response because: I dont want to close the case as Pearson VUE has asked for more information:
In my first response with BBB, I included all this Regist ID: ********* Candidate Id: ********** order number **************
I failed to include the test was CMHCE (clinical mental health counselling exam).
If you need other information Pearson VUE, please let me know the specific information you need in your next correspondence to move this along. Thanks!
Business Response
Date: 12/23/2024
Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers. According to our records the candidate was not able to launch their OnVUE exam due to a program running in the background on their computer and they were unsuccessful in disabling. A case was opened and the candidate was referred back to the client (CCE) for the next steps, this communication was sent via email. We do not have record of the candidate reaching out to the client as the client has not contacted Pearson VUE regarding this matter. The appointment was marked as a "no-show" in which Pearson VUE canceled, however the candidate will need to reach out the client for the next steps. Pearson VUE therefore considers this matter resolved and respectfully requests to close this complaint with notation of proper handling of the underlying incident.
Customer Answer
Date: 01/08/2025
I am rejecting this response because:

I reached out to CCE through phone and was routed to email, they shared I wouldnt get an email response for several weeks. This shift of Pearson Vue - sending me back to CCE feels a bit like passing the ***** Id like to keep the case open until I have a response from CCE as this was an issue with Pearson Vues testing platform and not a CCE issue. I read your respectful request and I respectfully request in response, your patience of keeping this open until there is a final decision. Thanks!
Initial Complaint
Date:11/25/2024
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.
Good afternoon everyone! I really need to share my concern with you. I took an exam in August 2024, but I failed. I studied hard again for this same exam, took the test again on 11/21/2024, and failed the test again. What worries me the most is whether the devices available to take this test are really of good quality, new, and minimally viable, because the grade I received for both tests does not match the grades for my simulation tests, since the devices, such as headphones and internet, need to be fully functioning 100% for the candidate to have a chance of passing. In the second test, the headphones were making a lot of noise, but unfortunately I did not complain because I thought that just increasing the volume would be enough. Thank you very much in advance. This is the address of the location I did my 2 tests: ************************************************.
Business Response
Date: 11/27/2024
Pearson VUE will need additional information regarding the Test the consumer was taking so we can research internally to respond appropriately to the this complaint.
Customer Answer
Date: 11/27/2024
I am rejecting this response because:

Good morning everyone! What additional information do I need to give Pearson? Please, do I need to know? Thank you very much!

Customer Answer
Date: 11/27/2024
Good afternoon everyone! Of course, I can clarify which test it was. I took the English language proficiency test called PTE, a test that assesses 4 English language skills, such as speaking, listening, reading and writing.
Business Response
Date: 12/18/2024
Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers. The test center was contacted and advised that there were no concerns raised by the candidate either before or after the exam. When candidate's take exams they have to complete a tutorial where equipment is tested and they have an opportunity before the exam starts to raise any concerns. All headsets are tested daily and there were no reports of noise or interference. The technical review of the exam advises that all speaking items were loud and clear with no breaks or interference detected. All items were presented and answered in time and there were no error logs reported within the technical review. Pearson VUE therefore considers this matter resolved and respectfully requests to close this complaint with notation of proper handling of the underlying incident.
Customer Answer
Date: 12/18/2024
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:11/18/2024
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 is a testing facility that requires you to sign up and register for an exam. There are fields for a first name and last name and you're told to bring an acceptable form of ID that matches that name. As instructed, I arrived a half hour early on the day of my scheduled exam and was turned away for having a middle name shown on my passport. The representative did not even pull up my account, she just turned me away because it was apparently a big issue with two other people that tried testing recently who also had middle names on their ID's. I called the number I was given by the representative to discuss the issue. It ended up being the wrong number. When given the right number, I was on hold for 40 minutes before getting a representative that said I was supposed to put my middle name, with my first name, in the first name field and that they have a no refund policy. They wouldn't let me just put the info in and reschedule the exam. This is not made clear on their website as I was one of three people turned away for the same issue in just one week.
Business Response
Date: 11/19/2024
Pearson VUE will need additional information regarding the Test the consumer was taking so we can research internally to respond appropriately to the this complaint.
Initial Complaint
Date:11/08/2024
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.
Paid for an exam and they refused to let me take it. Also I was disconnected when I was signing in the exam
Business Response
Date: 11/11/2024
Pearson VUE will need additional information regarding the Test the consumer was taking so we can research internally to respond appropriately to the this complaint.
Initial Complaint
Date:11/07/2024
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.
ORDER#******** I am writing regarding a refund I requested for MyMathLab after dropping my course. I canceled my subscription 12 days after purchase, well within the 14-day refund policy. When I initially spoke with your associate, she assured me that the refund would be processed within 3-5 business days, and I took her word for it.However, a few weeks later, after checking my bank account, I still dont see any sign of the refund. I suspect the associate may not have processed it as promised, as I dont recognize any refunded amount in my recent transactions. This has been both disappointing and inconvenient, as I relied on the information provided by your team.Please process my refund immediately, as per your policy, and confirm once it has been issued to avoid any further delays.Thank you for your attention to this matter.
Business Response
Date: 11/15/2024
I apologize that the customer has had issues with their refund of order# *****************. I'm issuing a refund in the amount of $106.61 on credit confirmation# 4127588. The customer will be applied to the customer's account in about two business days. Thank you.
Customer Answer
Date: 11/15/2024
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:10/31/2024
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 scheduled to take the Security+ 601 exam through Pearson on 10/31/24. Check in went great but when the test started, it was in Spanish. I informed the ******* that I needed an English exam. Pearson revoked my test and now I have lost exam money and was not informed the test was in Spanish when it was originally in English when I reserved the spot. They act like I selected Spanish and I would have never selected that because I dont know Spanish. Now their website has been updated and the English selection has been removed looking like I selected Spanish. Why would I do that??? If I dont know Spanish and spent $400 to take the test. I want my voucher reinstated with an ENGLISH version whether it be for the 601 or 701 test. They need to make sure the BEFORE submitting the test to the candidate what version and language. They have taken $400 of my money for an exam that I need in English not Spanish.
Business Response
Date: 11/01/2024
Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers. According to our records the candidate had registered for the non-English version of the exam. A voucher has been issued to the candidate to retake the exam. The voucher was sent via email to the candidate. Pearson VUE therefore considers this matter resolved and respectfully requests to close this complaint with notation of proper handling of the underlying incident.
Customer Answer
Date: 11/01/2024
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:10/10/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to request a retest for my CompTIA certification exam, which was unfortunately interrupted due to an unforeseen incident during the check-in process. Before the exam, even began, my dog knocked over my computer cable. Rendering me unable to be on camera for 5-10 seconds during the check-in process. As this occurred during the check-in process, the exam had not yet officially started. Given the situation, I would like to inquire about the retake or having a refund issued to retake under these circumstances. The accident prevented starting the exam, and I am seeking a fair opportunity to reschedule based on these extenuating circumstances. The ask/request: Allow for a credit to retake the exam at no additional charge or issue a complete refund, and I will reschedule to take the exam.
Business Response
Date: 10/14/2024
Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers. Upon review of the candidate's case, the candidate completed their Greet and as soon as the exam was released the candidate stood up and left the entire view of the camera. This is a policy violation once exam content is exhibited on the candidate's screen and therefore Pearson VUE had to revoke the session. The exam was revoked properly due to a policy violation. Pearson VUE will be taking no further action on this matter and considers this matter resolved and respectfully requests that you close this complaint with notation of proper handling of the underlying incident.
Customer Answer
Date: 10/21/2024
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:10/02/2024
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 subscribed to an extextbook on a monthly basis in September. I tried canceling in September to no avail. It very clearly stated that it could NOT be refunded after fourteen days, which was fine with me. I wasn't looking for a refund. However, I tried to cancel the subscription. They won't let me. They're forcing me to continue to subscribe to something I am not using. I dropped the class that the book pertains to. I also didn't receive any reminder or notification that a charge was forthcoming. I chatted with an agent online who said I'd get a response in 24 hours. I didn't. I called up on the 1st of October and spoke to two agents after waiting on hold for a half an hour. Neither could resolve the issue. I do not wish to continue to make monthly payments for an e textbook subscription I am not even accessing. This lack of transparency is wrong toward students and educators.
Business Response
Date: 10/07/2024
Hello, I am sorry about the issues with the Pearson Plus purchase. Per our Terms of Condition all Pearson Plus subscription have a duration of 4 months. This subscription is not linked to the customer course or classes the 4 months is mandatory. The customer stated she was not aware of the TOC. I received approval from management for a one-time cancelation and refund. The customer should see the refund on their account in a few days. Please let me know if you have any questions. Thank you.
Customer Answer
Date: 10/07/2024
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.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Pearson Education is NOT a BBB Accredited Business.