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:04/26/2024

  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 have been and am scheduled to take an online Executive Assessment test with Pearson Vue Candidate:**** ********************* Candidate ID:?************?Registration ************ Date:?Friday, April 26, 2024?Time:?02:00 PM Eastern Daylight Time??I am attempting to reschedule prior to the exam and advertise you are able to reschedule up to the time of the exam. I have attemped online and am unable as the reschedule button is greyed-out. I called (which then charges a 10$ fee) and was told several times I was calling the wrong department despite confirming the correct number. When transferred to a different number to prompt hangs up on me. I have attempted this several times. I would like my money refunded at this point.

  Business Response

  Date: 04/30/2024

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams.  Pearson VUE operates over ***** Authorized Test Centers.  We have reached out the candidate to reschedule their no-show EA Online exam without any additional fees and worked with the candidate to schedule on a date and time that works for them.  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:04/19/2024

  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.

  we purchased books from them. we were told that we could return the unused books with no restock fee as long as the books were in the same condition as they were sent. we did this. It took them a 7 months to get us our refund. I had to call every week to two weeks that lasted several hours because they would tell me they were working on it and they would get back to me and give me a time frame but would never respond. Now they are sending us a restocking fee. I have had many conversations with their employees and every time it takes about 2 hours or more on the phone and we get no where with them and its starting the same go around again.

  Business Response

  Date: 04/29/2024

  Hello,

  I deeply apologize for the issues you encountered when requesting your return refund check. I am happy to confirm that the refund check has been sent and confirmed as received on your end. I was also able to waive the restocking fee that was charged to your account. 

  Please reach out if you have further concerns.

  Customer Answer

  Date: 04/29/2024

   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:04/18/2024

  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.

  On 4/11/2024, my girlfriend had a GED test scheduled for 3:15. We signed in at 2:45, The moment we were allowed to access the test. At 3:02 she was told by the ******* that she had to reschedule because she was out of time clearing miscellaneous items off MY desk. The only item that matched her comment was a pair of sunglasses and two flight sticks, which were out of arms reach AND unplugged. She had the gall to tell her she would give her more time if needed, then tell her she was out of time before the 2 minutes she originally gave her was even up. What is the point in signing on 30 minutes early to make sure we're ready if we're going to have someone tell her that she can't take the test when she still has 15 minutes before the test is supposed to start? The ******* told my girlfriend that she would get a retest, but never sent the information for the retest.

  Business Response

  Date: 04/26/2024

  GED Testing Service LLC is a joint venture of NCS Pearson, Inc. and the **************** on Education. Pearson Education is an affiliate company of GED Testing Service LLC (GED Testing Service or ***TS). NCS Pearson, *** is the parent company of both entities. GED Testing Service is the owner of the well-known *** test,the four-subject high school equivalency exam that is nationally and internationally accepted by colleges and employers. Individuals must pass each of the four (4) content area tests with a score of ************************************************************************************************************************* which they achieved the passing scores on all four tests (*** Diploma).  Due to privacy issues we cannot share any personal or testing information to a third party, such as the candidate's partner. We encourage the candidate to contact customer ********************** to reschedule their exam and to resolve their issues. GED Testing Service therefore considers this matter resolved and respectfully requests that you close this complaint with notation of timely response and proper handling of the underlying incident.

• Initial Complaint

  Date:04/15/2024

  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 used Pearson Vue to register for a licensure test which is required by my state to be licensed as a Professional Counselor. I had no other choice besides using Pearsons services. I paid for the exam and successfully registered to take it online on Friday April 12th at 8am. I followed all technology instructions to setup and checked in at 715am. The OnVue software which Pearson Vue uses to administer the exam froze during on part of the preparation and I restarted it 3 times. My computer was fine and the connection because those had both been checked. I called the customer ********************** number and was transferred to someone who could not help me resolve the problem. Thus a technological ticket was provided. So I was unable to take a professional licensure exam that I need to apply for a license. I proceeded to be on the phone for 1 hour and 45 minutes with the call center to reschedule the exam as soon as possible. They would not reschedule telling me I had to wait 24 hours for it to register as a no show but after speaking to four people the last one shared the ticket number and guaranteed I would be able to call on Monday morning, since they are closed Saturday and Sunday, and reschedule my exam. I called today, Monday, and was on the phone for 55 minutes again and this time was told I have to wait 3 business days to have the IT ticket resolved to see if they make an exception to my no-show and reschedule the exam. Otherwise I have to pay another $275 and wait three months to reschedule an exam I never got the opportunity to take be used their software froze.

  Business Response

  Date: 04/17/2024

  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 was unable to connect to OnVUE due to a BrowserLock issue. The candidate was receiving an error that open programs were preventing the connection, however the candidate was unable to determine what program was causing the problem, which caused the appointment to go into "no show" state. Pearson VUE has cancelled the "no show" and due to the cancellation the candidate is now free to reschedule.  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:04/15/2024

  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.

  My pc was in perfect working order and then it wasnt once they forced me to close apps that had nothing to do with their testing. Now they have resceduled my exam and I am forced to make furthur arrangements.

  Business Response

  Date: 04/17/2024

  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:04/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Pearsons vue had a monopoly on Ged testing and exams, this needs to be rectified ASAP. They are a scam this is not the first time that this company has done this to me. This is how they get your money and s**** you. You go online and want to take the exam you need they make you run a system test, so you can pay for the test and schedual a week later. Then when its actually time to take the test you have to run a system test to jump through the rest of there hoops. 11:15 test 12:15 I am logging in and now my new compute rwith nothing on it and a new router. Purchased for this reason only because they did this to me before. You try to take the exam and everything is A OK UNTILL ITS REALLY TIME. BESIDES TERRIBLE CUSTOMER ********************** FROM PEOPLE WHO BARELY SPEAK ENGLISH .It doesnt work again after 45 min clock ticking no test on screen. 45 min trying to talk to someone and finally get a supervisor to walk ya through what ever there problem is you get some jerk who scrambles the screen without even putting the test up. Ant races really. So call customer ********************** back , get a call from them on other line supervisor helping me get my test online, I had to get out of the chair to get phone because cant have it near you. Hes walking me through getting back to testing, it pops up now im 17 in que for taking my test i tell him i have to get my charger because my phone is going to die, Test comes on I hang up and dont even answer the first question some guy who needs to be fired asks me if i left my chair I explain well yes i needed ........... why whats the problem 17 in que on the phone with his supervisor. He turns off my test I get a pop up telling me its cancelled no refund. THIS IS REDICULOUS I think we need a lawsuit. Class action this can not continue, the department of education can not allow this to continue there has to be more options for testing. Someone is getting rich off ripping people off ,who are trying to get an education and they are allowing this to happen.

• Initial Complaint

  Date:04/10/2024

  Type:Sales and Advertising 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.

  PTCB and Pearson Vue Do not offer refunds for Online ******* Examines they refuse without working with customers to address causes. I can forward email chains for clarification. Both have a no refund policy for non compliance with guidelines that one has to consent to take a test.

  Business Response

  Date: 04/11/2024

  Pearson VUE requests the complainant to provide more context around the issues they encountered while taking their exam so we may research internally and respond appropriately to the complaint. 

• Initial Complaint

  Date:04/03/2024

  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 am a full time college student, and I have two e-text books with Pearson Education. One of the books I have (Human Diseases), have different answers from the hard copy of that same book that my professor have. I did not notice the discrepancy until it was time for us to take a test. I have gotten multiple questions on multiple tests wrong because of the e-text version of the book. I have passed my 14 days refund or return policy, which I was not aware of, and now they cannot send me a hard copy for free because of this, and they cannot cancel my subscription. So now I will continue to be charged for the wrong answers. I am a Nursing student, and having the right information is imperative. This has happened in more than one Chapter of this book, and now I cannot use it. I do not think it is fair to me to still have to pay for misinformation. I did not use my financial aide for this book, I am paying out of pocket. I am asking them for the hard copy for free, and they said they cannot do that or give me a refund.

  Business Response

  Date: 04/12/2024

  Hello  We are sorry you received a defective Pearson eText.  I've issued a refund for your subscription in the amount of   $35.16 and you should see it reflected in your statement in about 5 business days.  Please let me know if you have any questions and thank you for your patience.  

• Initial Complaint

  Date:03/25/2024

  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 went to write the *** core test that Id paid for. However, when I arrived I was told that since my middle name wasnt in the computer, I wouldnt be able to.The worker told me not to worry and created a case number for me.Over the next few days I tried to reach someone in the company who could help me rebook the test. Every number I called led me to another department where Id eventually get hung up on.Customer ********************** is non-existent with this company.In the end I was only able to contact their chat bot which told me Id have to pay again, even though the woman told me shed created a case number and it would be fine.At this point Id just like a refund since I never got to write the test which I paid for.

  Business Response

  Date: 04/05/2024

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers.  Per the *** testing policy the candidate was correctly turned away due to the middle name missing from the registration. The name discrepancy has been corrected and we encourage the candidate to contact customer ********************** to reschedule their exam. Pearson VUE therefore considers this matter resolved and respectfully requests that you close this complaint with notation of proper handling of the underlying incident.

• Initial Complaint

  Date:03/25/2024

  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 recently paid $200 for the ***** RN exam through Pearson VUE/NCSBN. I started the exam on 3/15 and completed it on 3/16. Their website advises you that you can get your exam results within 48 for $7.95. It has been 11 days and still no exam results. I called customer ********************** and was transferred around and told to call the nursing board or call the testing accommodation ***** Which both companies stated my results can only come from Pearson Vue. I called today and was advised that my account was placed on hold for investigation for anything irregular. They refuse to give me why they are investigating and a time frame. Every person I speak to can not speak clear English and they keep transferring around. I was on hold for over 4 hours as they transferred to so called supervisor/ manager that just repeated what the previous person said. I paid for my exam and should be able to get my results. If something went wrong during my exam or any issues they should be able to give me a time frame. **************** of ***** Boards of Nursing (NCSBN)*********************** *************************************************************************

  Business Response

  Date: 04/01/2024

  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's results have been released.  Pearson VUE therefore considers this matter resolved and respectfully requests that you close this complaint with notation of proper handling of the underlying incident.