Complaints

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

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  Pearson Education, Inc

  PO Box 409479 Atlanta, GA 30384-9479

• 

  Pearson Education, Inc

  330 Hudson St New York, NY 10013-1046

• 

  Pearson Education, Inc

  19 W 44th St New York, NY 10036-5902

• 

  Pearson Education, Inc

  1 Lake St Upper Saddle River, NJ 07458-1813

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:05/04/2025

  Type:Billing 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.

  I am writing to formally file a complaint against Pearson for their unfair and unprofessional handling of my language exam access and related billing issues.On 2/26/2025, I was prevented from sitting for my scheduled language exam due to an administrative error on Pearsons part. I was informed at that time that a resolution would follow, but I received no follow-up or assistance despite multiple attempts on my part to obtain clarification. I called Pearson's customer service line to follow up on my case that was created on my behalf by the testing center on 2/26/25, 3/7/25, and 4/21/25, each time being told that they were still working on my case and that I would receive an e-mail or phone call from them with a resolution within 1 business week, but no follow-up was ever done by the company.Due to Pearsons failure to allow me to sit for the exam and the suggestion by the testing center that I should be able to reschedule my exam at no additional cost, I disputed the original charge with my bank. However, Pearson informed me that they would not unlock my account or release my exam score unless I allowed the original charge to go through. Acting in good faith, I canceled the dispute with my bank, resulting in my payment being processed. To date, I have now paid twice for a single exam, which I was only permitted to take once.Despite these payments and my repeated efforts to resolve the matter through emails and phone calls, I am still being denied access to: My Pearson account My official exam score Any further updates or resolution I have provided Pearson with: Receipts confirming both payments Confirmation from my bank of the canceled dispute All related email and phone records showing my efforts to resolve this issue Pearson has continued to delay or ignore this issue, and I consider this both a breach of fair consumer practice and a denial of services already paid for.

• Initial Complaint

  Date:04/25/2025

  Type:Product 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.

  Dear BBB,I am filing a complaint against Pearson Education, Inc., the provider of the *** Academic exam.Pearson Professional Centers NY (********************************************************************************************************************** My Registration ID is ***************** of Issues: 1. Staff Mismanagement Causing Exam Delay I arrived at the test center at 9:00 AM as instructed, yet I was not admitted into the testing room until 10:45 AMa full 30 minutes after my scheduled test time of 10:15 AM.This delay was caused solely by the test centers poor scheduling and mismanagement. I was left waiting without explanation, which negatively impacted my mental focus and exam readiness. 2. System Failure During Describe Image (DI) Section During the Describe Image section, the system incorrectly showed that my answer had already been recorded before I even started speaking. When I clicked Next, an error message appeared saying that my exam was unavailable.The ******* had to restart the computer. However, as soon as the system rebooted, the test resumed without warninggiving me no chance to mentally prepare or regain focus. By the time I realized the exam had continued, half of the preparation time was already ******* make things worse, the ******* had to stand next to me to monitor the system in case the error reoccurred. This created a high-pressure, distracting environment, making it impossible for me to concentrate like other test takers. I felt extremely nervous and unsettled throughout the rest of the section. 3. ***************Test Support After the test, I received was a template response claiming that Pearsons system showed no faultscompletely ignoring the actual test-day issues I ********* meaningful investigation or customer support was provided.Requested Resolution:I am requesting a full refund of the exam fee.Thank you for your attention to this matter.Sincerely,****** **

• Initial Complaint

  Date:04/06/2025

  Type:Sales and Advertising 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.

  On February 3rd 2025 I placed an online order from the my Pearson store Applied Calculus for Business, Economics, and Finance eText Package **************, ISBN: *************, Quantity: 1 for $142.13. On February 19 I contacted Pearson support to report that the textbook had not been delivered, when it said that it had arrived that day. They uncovered that the package had been returned to their wear house in ********. On February 20 I requested a refund. On March 5 Pearson sent me a Consolidated Credit Memo stating that I had been refunded. The money was never returned in my account. On March *************************** sent me an email Your refund for ISBN ************* Applied Calculus for Business, Economics, and Finance eText ********************** on Order # ******** has been successfully processed. You should expect to see the amount re-appear on your account within the next 10 days.The amount did not appear in my account within the next 10 days. On April 1 I called back and reported that I had been denied a refund multiple times, and that someone must look into this case. I was sent this email after the call Dear ****,I sincerely apologize for the inconvenience associated with your refund status. I have advanced your case to our Escalations team for further investigation. Please allow ***** hours for an update. Thanks again for being a valued Pearson customer, ****, we look forward to assisting you again soon! I waited 48 hours and never head back anything: no phone call, no email, no money. I am tired of requesting help and money when I have only been denied and ignored.

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid this company $375 on 12/17/24 to take the ****** online with a ******* on 3/31/25 at 5:30 CDT. I began my exam on time after all of the system checks. I was given 255 minutes to complete this exam. About an hour and a half into my exam, the ******* closed my exam out with no contact or explanation as to why. I never left camera view, I was looking at the screen and my environment had been inspected and approved prior to testing. I had completed 50 of the 150 questions after 90 minutes. I would like to pick up where I was interrupted with this examination or be refunded the full amount. I spent 4 months preparing for this examination just for this to happen with no reasoning or attempt to make it right. I have contacted customer service with this company and I was given a case number and still no direction time frame I will be contacted or reason for why the ******* shut off my exam prematurely. This is something I need to advance my career and my supervisor allowed me to take today off to compete this examination. Not only did I lose out on money (work), I also lost $375 for this exam they didnt allow me to finish, which will be recorded as a failure since it wasnt complete when it was shut off.

  Business Response

  Date: 04/08/2025

  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 the notes regarding this case, the candidate tested using ***** and the exam was revoked due to streaming issues causing loss of video. This was an issue related to the candidate's computer and/or internet. The ******* restarted the exam twice due to loss of video, however after the third time, the exam was revoked. Unfortunately, the exam has been closed, and results were sent, therefore the candidate is not able to go back and finish the exam. The candidate is encouraged to reach out to the sponsor, *** to obtain authorization to retake the 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: 04/09/2025

   
  Complaint: 23141621
  
  I am rejecting this response because:
  The ******* was switched halfway through my exam and did not notify me of my video going out. Even when I asked. The second *******, who was male, said he could see and hear me fine then just cut my test. I submitted a Reauthorization less than ******************************************************** 4 days and I havent heard anything.  I also requested this exam in person when speaking to the lady on the phone. She said I can do that. There is also an email paper trail of this. I fully intend to have this fee waived and to be able to come in person to take this exam, as this feels like fraud. Over 2000 have had my same experience and this is not a cheap exam. It cost me $275 and four months of studying and I 100% expect a reasonable resolution to this issue. It should not be this difficult to right a wrong by your proctors. If my camera went out, there was a failure to communicate this to me and I would like that video presented where the ******* says he is ending my exam because he cannot see me so I can show my attorney and my supervisor.

   

  
  Sincerely,
  
  **** ******

  Business Response

  Date: 04/24/2025

  In response to the complainant's rejection of Pearson VUE's response and is only as additional information. Please note Pearson VUE's position remains the same. The candidate was sent a resolution email on 4/1/25 which states to reach out to the sponsor of the exam, ***, to request a new authorization. As indicated in the chat log the candidate was informed that the video was not working and the exam was being revoked. The candidate experienced video streaming issues due to insufficient bandwidth and it is entirely possible the chat may have not been working properly for the candidate; however, this is only speculation and there is no way to verify that the candidate's chat was not working properly. Any reauthorizations and/or refunds must come through the sponsor, CCE. Pearson VUE therefore considers this matter resolved and respectfully requests to close this complaint with notation of proper handling of the underlying incident.
  

• Initial Complaint

  Date:03/11/2025

  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.

  When signing up for the Pearson + program, you have 14 days to cancel the subscription like any other program to get a refund. If in these 14 days you do not cancel the subscription, you'll have to pay $ 8.95 a month. What they dont tell you is that after the 14 days, you are now in a contract with them that you will have to continue to pay $ 8.95 a month for the service, even if you no longer need the service. Unlike other companies where you can sign up and cancel whenever you want, they're forcing students of all ages to pay for a membership that they don't need. An example is that I was taking an Intensive course for College in the winter. This type of course is 30 days, so now because I signed up for a service that I intended to use for a month, I have to pay for an extra 5 months for a book I cant use in any other class. I don't want a refund; I pay for the month that I used, and that would be absurd, almost as absurd as making students sign a 6-month contract without the explicit saying of such a contract, or the fact that this detail of the service wasn't a prominent presence on the screen unlike the 'Sign Up' button. An EDUCATION company doesn't even take into consideration that some students aren't in school for full semesters. This is a poor reflection of the companys standards and ethics and morals. But a great selection on how it feels about its consumers.

  Business Response

  Date: 03/13/2025

  Hello,   I'm sorry about the refund issue the customer had with ********************** Plus.  We have  cancelled and refunded this customer ********************** subscription on March 11, 2025.    Our Pearson Plus Etext access is normally for 6 month at $50.94.   This 6 month access cannot be modified for accelerated or non traditional semesters and programs.  Due to the confusion, we received approval to cancel and refund.  The customer should see the refund on their account now.       We have also forward this incident to upper management to review.      Please let me know if you have any questions.   Thank you

• Initial Complaint

  Date:02/20/2025

  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 paid Pearson cue ***** for the *** ready test and they will not give my money back

  Business Response

  Date: 02/25/2025

  Hello Thank you for your Patience.  We have escalated this issue to our Pearson VUE department.  They will reach out to the customer shortly.   Thank you

• Initial Complaint

  Date:02/01/2025

  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.

  My credit card was charged $119.99 by AWL*Pearson Education. I never made any purchase with this company.

  Business Response

  Date: 02/06/2025

  Hello, we are sorry about the fraudulent charges.  I want not able to find any order under the customer's name, email, or mailing address.   I reached out to the customer and they stated that they have file a claim with their credit card provider.   As soon as we receive the providers charge back we will reverse the charge $119.99. They can reach out to us or their credit card provider for any updates.  Thank you.  

  Customer Answer

  Date: 02/06/2025

   
  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.

  A fraudster used Pearson's name to submit an transaction on my credit card. Pearson is not at fault at all and had nothing to do with the transaction. The issue was resolved with the credit card company, but closing The credit card and reissue a new one. Thank You!
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:12/13/2024

  Type:Order 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 charged $63.99 on my credit card. I have no association with this business. Contacted the business and they wanted me to send a screen shot of the charge which I agreed, however conveniently they had an issue and could not send me an email to send the image. Additional research show that this is a constant issue with them charging people erroneously.

  Business Response

  Date: 12/18/2024

  Hello,  I am so sorry about the fraudulent charges.  We were able to find the order attempt was made on 12/13/2024.  The customer confirmed that they did not authorize the use of their card at that time and did not recognize the name referenced on the order.  We have blocked the bad actor and have reversed the pending authorization hold.   It sometimes takes about 1-10 business days for the reversal to reflect on the customer's statement, depending on the account.   Please let me know if you have any questions and again I am sorry about the inconvenience.   

  Customer Answer

  Date: 12/20/2024

   
  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.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:10/30/2024

  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.

  To whom it may concern,On 8/29/24 I took my CST exam for my Business and Marketing teaching license. Now I am a 48 yr old career changer and used to work at ******************* as a Financial Director. After sacrificing everything to accomplish this and spending 4 years in the classroom as an aide and perm substitute I have spent thousands of dollars and thousands of hours preparing myself. Now after I took my exam I received the scores on 10/23 and recieved almost a passing score of 520 (513) just from the multiple choice. Then i receive a U or unscorable on my essay. As a educated professional who has takedn numerous state exams I know the format this essay should be in and it is not format. It can not be the topic because I remeber the exact question and how I answered it. However, *** refuses to answer me and let me know why I received an unscorable! This is unacceptable as a professional. Imagine as a teacher if I failed my student and did not tell her why but gave her a list of possible reasons. Do you think the state or the school district or the parents of that child would find that acceptable ?!!! Thenb why is it applied to me , because I'm an adult? This is wrong on so many levels especially when this is my life. I would not question if I was beyond 10 points but to be within thaty margin and no grade on my essay. I want to know what occurred !!!!!

• Initial Complaint

  Date:10/21/2024

  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 had never purchased a service from AWL Pearson education via **** card. There were three erroneous transactions on my **** card bill. On 9/17/2024 $103.18, on 9/18/2024 $103.18 and 10/1/2024 $92.32. i believed it was a fraud transaction and request a refund from this company

  Business Response

  Date: 10/22/2024

  Hello,  we are sorry about the confusion.   We were able to reach out to the customer and confirm that the charges was made but the customer's son  ***** *** for their Mastering  A&P courses.   The September and October charges are not fraudulent orders.  Please let us  know if you have any questions.  Thank you.