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:06/12/2024

  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.

  I needed to take my NCMHCE licensure exam on Sunday June 9th and Pearson Vue application crashed. This has apparently been happening to many people and it has caused all of us to lose out on the money and time we spent trying to take our licensure exams. I am very unhappy with the way my complaints have been handled, as it seems I will need to pay AGAIN despite it not being my fault that their program was faulty.

  Business Response

  Date: 06/14/2024

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams.  Pearson VUE operates over ***** Authorized Test Centers. According to our records the candidate was not able to connect with the OnVUE system.  Because the candidate never connected to OnVUE, the candidate's connectivity issues was on their end and we are  unable to speak to what those issues were.  Due to the exam never being accessed, it was moved to a "no show" state.  Pearson VUE has cancelled the no show and the candidate is free to reschedule. The candidate may want to use a test center to take their exam as it appears OnVUE might not be a viable option based on their prior experience.  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:06/10/2024

  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 registered to take the English Pearson PTE Core. My exam date is June 17th, 2024. I won't be able to take the test on that day due to a recent unforeseen event. Pearson website states that if the example is cancelled before 14 days, you will receive a full refund. June 3rd, 2024, I went in to reschedule my exam, but there was no option to reschedule. I tried to cancel the exam, but I was only offered 50% of my exam cost. It was not 14 days yet. June 3rd, 2024 was 15 days before the exam, so I was still in the window to cancel and get a full refund. I tried contacting them, but no success, so I completed a form through their help center, and they said they will respond 3-5 days. I have not heard back or received any email to confirm my form submission. I called, chatted and all their rep keep giving me the same run around. I want my full refund.Name Ebube *************************** Registration ID: ********* PTE ID: ************

  Business Response

  Date: 06/13/2024

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams.  Pearson VUE operates over ***** Authorized Test Centers. As a one-time exception, the candidate has been refunded the  test fee and Pearson VUE has sent an email advising the candidate the same.  It is encouraged that the candidate review the rescheduling/cancellation policy.  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: 06/13/2024

   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:06/08/2024

  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.

  On June 7th 2024 I visited a Pearson professional center in *********. I gave them my license. I dont think they gave it back to me. I drove all the way back to ****** from ******************* Wv to stop by and see if they have my license. The person there told me the supervisor is who worked yesterday. The person then told me the supervisor will be back in at 1pm on June 8th and would call me. No one has called me and you cannot contact the testing center directly. Pearson customer ********************** line is not helpful and just tells me they are closed. Now I will have to drive back a 3rd time because Pearson decided not to have the test centers numbers listed in ******.

  Business Response

  Date: 06/10/2024

  Pearson VUE will need additional information regarding the exam the consumer was taking so we may research internally in order to respond appropriately to this complaint. 

• Initial Complaint

  Date:06/04/2024

  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.

  BACKGROUD: I attempted to reschedule an Executive Assessment Test (policy states it is okay to reschedule up unitl the "time" of the test). The website blocked the reschedule and when attempted to call I was unable to reach anyone. I have phone records and voicemails. Because the test date passed, I filed a complaint with the BBB, Pearson Vue and protested the charge with my bank.A "manger" then called 2-3 days later and rescheduled my test to **** 8th.As an aside, I also scheduled a test on March 17th, that I cancelled and $250 was never refunded. CURRENTLY: I called today to reschedule as a family member fall ill and require heart surgery. When I attempted to reschedule 4 days prior to the test online it stated that I have needed to call to reschedule. Upon calling and speaking to 3 supervisors, they stated I had a block on my account due to the protest with the bank and that I would need to spend $350 to release the block AND spend an additional $350 to reschedule the test. If I decided to cancel it would be $350 to release the block and $100 to cancel based on "their" policies. After speaking to several supervisors to protest this (rather vehemently and after 3 hours), it was offered to cancel the test and reschedule with an ultimate fee of $250 for the entire transaction. Once transferred the person on the phone would not give me a date prior to payment information. When I pressed him on this he hung up on me. At the very least I was able to admit that they have recorded these conversations and I have a case #********. The 3rd supervisor that I have spoken to now is claiming, that in order to schedule/reschedule/cancel any tests I need to pay $350. (FOR THE 3rd TIME and I have bank records to prove this). He did state he would refund me $250 per test for a total of $500 provided I pay $350 first. They are essentially holding me hostage to now even cancel and re-register or reschedule this test. I am now considering legal action.

  Business Response

  Date: 06/14/2024

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams.  Pearson VUE operates over ***** Authorized Test Centers.  According to our records it appears the candidate did not recieve the reschedule promised to her exam on March 17, which was a no-show (registration ID **********.  The candidate paid for a second exam on June 8 and was not successful rescheduling it and therefore disputed the charge with her bank, resulting in a chargeback.  (Registration id **********.  The candidate restored the $350 and then was charged $100 to cancel the appointment which meant she received a credit of $250. Due to this we will provide a voucher that will provide a free EA exam registration and we also are requesting the $100 cancel fee for the June 8th appointment be credited to the candidate. The candidate may us voucher code:GMAE984D2836 when registering for the exam, the voucher code will expire December 31, 2024.  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:06/02/2024

  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.

  I use their Q interactive service and pay monthly for each subject I use. In January and February i sent the money via check no issues. In March I sent the check again, but they said they never received it, so I paid online. In *****, I decided to pay online again and noticed there was a credit on the account for the double payment. I couldn't figure out how to use the credit and it was after calling hours so I paid for ***** and called the next day about the credit. They said they would send a refund via check and asked for my address ... case # ******** ... then I got conflicting emails and called again and was assured that the refund would be sent ... IT WAS NOT. So, ***'s bill came and there was still a $200+ credit in my account, so I called them back to have them credit my current bill, seeing as I never received my refund and they have my money. I called on 5/20/24 and was given a new reference # ********. They told me they were forwarding to cash application and credit team. 2 weeks later I get an email saying my account is going to collections even though there is more money credited in my account than what is owed. They refuse to let me speak to the person who can help and just provide me with false assurances that my money with be credited or refunded and nothing is happening other than me getting a summons to pay!

  Business Response

  Date: 06/03/2024

  Pearson VUE will need additional information regarding the exam the consumer was taking so we may research internally in order to respond appropriately to this complaint. 

  Customer Answer

  Date: 06/03/2024

   I am rejecting this response because:

  I was not attempting to take an exam.  I am a school psychologist that uses Q interactive to provide examinations to student (WISC-V, WIAT-4, KTEA, etc.).  I am billed monthly for the subtests I use.  There is a discrepancy on my account because I have overpaid one month (over $200).  I have contacted several agents on the account.  

  My customer account # *******

  Invoice Number 25328333

  Order number: 55005113

  I have a current case reference # ******** and a previous case reference number (dated in April 2024):  49282038.

  I called today and the #******** was referenced.  They have told me that they have forwarded this to be credited to the current bill, but it has been since APRIL 2024, and it has not been credited or refunded.

   

  
  

• Initial Complaint

  Date:05/21/2024

  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.

  Since the characters are limited, I have attached a document link detailing my complaint: ************************************************************************************************

  Business Response

  Date: 05/22/2024

  Pearson VUE will need additional information regarding the exam the consumer was taking so we may research internally in order to respond appropriately to this complaint. The consumer needs to attach their complaint and/or any supporting documents through the BBB; due to security Pearson VUE cannot open up documents shared from a ****** drive.  Thank you.

• Initial Complaint

  Date:05/20/2024

  Type:Billing 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.

  The customer ********************** is terrible. No one knows what to do and majority of time you get misinformation. I was charged double to take the exam and no one admits it or cares to resolve it. I took 2 exams and was charged $368 instead of $192. They play dumb to every questions and answer with other questions, incorrect information or silence. RIPOFF!!!

  Business Response

  Date: 05/21/2024

  Pearson VUE will need additional information regarding the exam the consumer was taking so we may research internally in order to respond appropriately to this complaint. 

• Initial Complaint

  Date:05/10/2024

  Type:Billing 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 made a purchase on January 26, 2024 of $129.99 for an etextbook. Pearson did not charge my card until May 10, 2024. This caused my bank account to be overdrawn. When I reached out to Pearson, they had no resolution to this and no explanation as to why they waited 4 months to charge my card. This is appalling and a horrible way to conduct business. I will be dropping out of school now because I cannot continue to afford this. It is ridiculous.

  Business Response

  Date: 05/17/2024

  Hello We are sorry about the inconvenience.   The charge we made to the customer is for order number ****************** placed on January 27, 2024.  Due to a system issue we were not able to complete the transaction.  The issue was resolved recently and we were able to correctly charge their credit card on May 9, 2024.  We did confirm that this charge is not a duplicate charge or fraudulent.  Please let us know if you have any questions.  Thank you, 

  Customer Answer

  Date: 05/18/2024

   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 if they keep their word and warn customers before charging their cards 4 months after the fact.

  The Pearson representative stated on the phone she will be passing it up to management for them to warn customers about charges. When she had called, I'd just found a kitten in my car's hood and was preoccupied. Every other time they've called, I've been asleep. I explained to them over email that I work overnights and need email communication, but it made no difference in how they contacted me. They just immediately closed the case in the followup email. Then continued to call me during the day...
  

  I hate the monopoly Pearson has on textbooks; I would love to never use one of their books again. I despise businesses who operate it like their customers are not human beings.
  

• Initial Complaint

  Date:05/08/2024

  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.

  I returned a book and have not got my refund back . I have a statement from the company stating they received my book . Between my card company and the book company neither can help me get my money back .

  Business Response

  Date: 05/23/2024

   Customer returned Elementary Stats book in late Feb but never received credit.  Customer reached out to us on Feb 29th looking for status. Because there was no return authorization associated with the return credit was not issued.   We did further research and discovered the books in our unidentified returns stock and issued an adjusted credit on April 12, 2024.  
  
  
  Because of the delay the customer filed a claim with their bank.  ******** issued a charge back with accounts payable department.  This charge back was successful and the charge of $66.14 was reversed on March 30, 2024.  
  
  
  When we tried to apply the April adjusted credit it was denied because the charge was already reversed.   
  
  
  The customer confirmed that the reversal was applied to their account, but their bank claims that those funds were then returned back to Pearson.   Credit and ****************** found no record of the funds being returned back.
  
  
  I advised the customer that the refund for their returned book was applied to their account on March 30th.   If they can provide proof that the refund was funds were transmitted back to Pearson, then we can do further research.  Otherwise, we do not owe the customer additional credit.  Please let me know if you have any questions.  Thank you. 
  
  

• Initial Complaint

  Date:05/02/2024

  Type:Delivery 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 January 12 I purchased a voucher for the CompTIA A+ exam. I registered for the exam and arrived at the testing center at 11:49 am for a noon exam. I was told at the testing center that Person vue was having a global outage. I was told to wait 30 minutes and I had the option to reschedule.I was told to contact Pearson Vue, which I did.I was told to attempt to re-register tomorrow. when I attempted to register I found out my voucher was categorized as used. My order number is *******, and my voucher code is CMMA550F626D.

  Business Response

  Date: 05/13/2024

  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 this matter has been resolved. Unfortunately there was a global outage that occurred on 5/1/24 which impacted this candidate and use of their voucher. Due the outage, another voucher was issued to the candidate via email, in which they have already used to schedule a new appointment at the same test center.  Pearson VUE therefore considers this matter resolved and respectfully requests that you close this complaint with notation of proper handling of the underlying incident.