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Business Profile

Professional Organization

Evaluation Systems Group of Pearson, a business of NCS Pearson, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Professional Organization.

Complaints

Customer Complaints Summary

  • 12 total complaints in the last 3 years.
  • 6 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/15/2022

    Type:Product Issues
    Status:
    Answered
    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 looking for a refund/voucher. I attempted to take the math portion of the ***** on July 25, 2022. I passed the Pearson "computer check" that is given prior to the actual ***** test. This computer test is meant to ensure that my computer is capable of supporting the test and that no issues shall occur. The test ******* stated that she was opening the test for me. As she did this, my screen went white and indicated that it was loading. The screen then went to another page stating that because I "took too long" to agree to their testing terms, and that they would be ending the test. I informed the test proctor that I never saw any information, only the white screen, she instructed for me to restart my computer and to log back on. I informed the test proctor that I had a similar issue occur on June 27th during my writing exam and when I attempted to restart my computer, I was unable to access the test again. I waited for a response, and all the proctor said was to just restart the computer...gave no information or help on my concerns. Just as expected, after restarting my computer, I was unable to access the math test.I informed support of my issue and they stated that since I had a similar issue occur on June 27th, that they will not return my $30 to me. I explained to them that I paid to take a test (a service) and did not receive said service. I also reminded them that I took the reading portion on June 29th and had zero issues with that test and had assumed the issues that I had on June 27th was due to me using wifi and not a hard line, therefore I believed I would have no further issues during future exams. I used a hard line on both the June 29th and July 25th.Project Manager called me on August 12th and stated that he will not help me.

    Business Response

    Date: 08/30/2022


    RE:  Complaint # ********


    Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE delivers exams through our network of over 5000 Authorized Test Centers and via our on-line testing system, OnVUE.

    When testing via OnVUE, candidates are responsible for verifying that their equipment meets all the system requirements as listed on the program website at ctcexams.nesinc.com. 
    This candidate first attempted testing via OnVUE on June 27, 2022, with the ********** Basic Educational Skills Test (CBEST) Writing. She experienced technical issues and was unable to complete her exam.  It was explained to the candidate that both technical requirements and testing policies will be strictly enforced, but as a one-time courtesy we were providing her with a test fee voucher to use to create a new registration.  The candidate was also encouraged to carefully assess whether the on-line testing option was right for her, with the reminder that she may encounter a similar experience with her system/internet connection during future attempts.

    The candidate experienced technical issues with her June 29, 2022 CBEST Mathematics exam appointment via OnVUE. She contacted CBEST Customer Service looking for another test fee voucher.  After confirming that there were no Pearson OnVUE system issues the day of her exam, we explained to her that she was not eligible for another voucher as she had already received her one-time courtesy voucher (June 27th appointment), reminding her that it is the candidates responsibility to ensure that their system and internet service can support OnVUE testing.

    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: 08/30/2022


    Complaint: ********

    I am rejecting this response because it does not resolve the issue. I paid for a service and did not receive said service. I was able to take my CBEST Reading test in between my writing and math test via online with no issues. To tell test takers that we should assume the Pearson VUE online system is not a viable option for someone because it did not work one time is not an acceptable answer to consumers. No service = refunddoesnt matter what policy you have in place, thats just basic business logic. This indicates to me that Pearson VUE does not have faith in their own business and online services. I also would not have had this issue if their online proctors would actually assist their clients instead of just demanding that we restart our computer and pretend that we will be able to log back on. Also, I filed this complaint over two weeks ago and I am just now receiving a response, this perfectly exemplifies how much priority is given to customers and their concerns. I have resolved this issue with the assistance of my bank but I would like it to be noted that the Evaluation Systems Group of Pearson did nothing to assist me. 

    Sincerely,

    *************************

  • Initial Complaint

    Date:07/18/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I took two pilot tests for NES on 5/12 in *****, **. I was sent the incentive Amazon voucher for $75 on 7/12 via email. Unfortunately the voucher code sent had an expiration date of 7/7 (which was stated in the email- copy attached). I have attempted to contact NES via the customer service email on their website on 7/12 and 7/16, but have not received a response. I would like to be provided an unexpired voucher code.The email used for the incentive was: ****************** My registration email with NES is: *******************

    Business Response

    Date: 07/18/2022

    Evaluation Systems did send two incentive vouchers to this candidate.  We have responded to her email with the codes and the expiration dates.  It appears she may have misread the details.  Both codes expire in 2023.  We believe no further action is needed.

    Customer Answer

    Date: 07/18/2022

     
    Complaint: 17576591

    I am rejecting this response because:

    Ive just tried both of the codes provided and both result in an error message that they are not valid codes.  I emailed NES back with this information, and a request to clarify that they are for Amazon.com and that the "authorization code"s provided are to be entered in the "Enter a gift card, voucher or promotional code box at checkout.

    Email exchange attached.

    Customer Answer

    Date: 07/26/2022

    Date Sent: 7/18/2022 11:07:11 AM

     
    Complaint: 17576591

    I am rejecting this response because:

    Ive just tried both of the codes provided and both result in an error message that they are not valid codes.  I emailed NES back with this information, and a request to clarify that they are for Amazon.com and that the "authorization code"s provided are to be entered in the "Enter a gift card, voucher or promotional code box at checkout.

    Email exchange attached.

    Customer Answer

    Date: 07/28/2022

    Complaint: 17576591

    I am rejecting this response because:

    Ive just tried both of the codes provided and both result in an error message that they are not valid codes.  I emailed NES back with this information, and a request to clarify that they are for Amazon.com and that the "authorization code"s provided are to be entered in the "Enter a gift card, voucher or promotional code box at checkout.

    Email exchange attached.

    Business Response

    Date: 07/29/2022

    RE:Complaint ID ********


    This is in response to the candidates recent communication with the Better Business Bureau regarding their NES Pilot Test Incentive having an incorrect expiration date.

    The candidate contacted us on 7/18/22 via email to raise her concern about the expiration date on the voucher she received. We confirmed the voucher is valid until 7/22/23.  She stated she received an error when trying to use the code.  It was then discovered that she was attempting to use the code with Amazon, when in fact this was a test fee voucher. She then indicated she requested Amazon vouchers as her incentive option.  The candidate was told we would need to verify which incentive she requested and would get back to her.

    On 7/21 we contacted the candidate to say we had confirmed her request for Amazon vouchers, not test fee vouchers. We apologized for the error and confirmed the Amazon vouchers would be sent to her by 7/30/22.  The Amazon vouchers were emailed to the candidate on 7/27/22.

    Evaluation Systems/Pearson VUE considers this matter resolved and respectively requests that this complaint be closed with notation of proper handling of the underlying incident.

    Customer Answer

    Date: 07/29/2022

     
    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,

    *********************

Evaluation Systems Group of Pearson, a business of NCS Pearson, Inc. is NOT a BBB Accredited Business.

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