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 Education

  1313 Lone Oak Rd Eagan, MN 55121-1334

• 

  Pearson Vue

  36 Hemingway Dr Riverside, RI 02915

• 

  Pearson VUE

  PO Box 822749 Philadelphia, PA 19182

• 

  Pearson Vue

  PO Box 14209 Raleigh, NC 27620

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:06/24/2025

  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.

  I have registered to take a test through Pearson to obtain certification to teach Math. I believe I am being denied equal access to scheduling a test due to the fact that I requested accommodations. My current case number is ********. This is the third case I have had to input with Pearson to schedule the test. My first case was # ********. I called approximately a week after I opened my first case because I had not yet heard back from Pearson. The employee told me my case had been closed due to the fact that I had not responded. I had received neither a voicemail or a missed call on the date they alleged to call me, and I checked in within the timeframe that the initial person I talked to had advised me. I then filed a second case but forgot to record the number. When I called to check in about the case, I found out there was no record of the case. I filed a 3rd case over a week ago and have checked in multiple times. Each time I check in they tell me they are working on it. Inam not allowed to speak with the person who coordinates the acommodations. I only can speak to the gatekeeper. Despite their two failures to schedule a test, there has been no attempt to escalate my case or find a resolution. A person who does not request acommodations can go online and schedule the test immediately. I filed my acommodation request and waited weeks for an answer. I then called the acommodation hotline and have been waiting weeks more. A slight delay would have been acceptable but this is beginning to feel like creating an intentional barrier to taking the test with acommodations. I would like to have my test scheduled as soon as possible.

  Business Response

  Date: 06/24/2025

  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: 06/27/2025

   I am rejecting this response because:
  

  They said they needed to know what test Inam taking. It is NES 203 ************* Math.

  
  

  Business Response

  Date: 07/02/2025

  RE: Case #********

  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.

  This candidate submitted an accommodations request on May 18, 2025, and that request was resolved on June 2, 2025, within appropriate timelines. The candidate called the Accommodations Scheduling line that same day and a scheduling request was submitted. The candidate was offered a June 11th appointment via voicemail on June 5th. The voicemail notified the candidate she must call back to accept the appointment within two business days, or the appointment must be released. With no response from the candidate within the two business days, the appointment was released and the case closed.

  On June 13th the candidate called Scheduling again and was told the prior case had been closed due to no response and a new request would need to be submitted. The candidate stated her disagreement with the agent and disconnected the call.  She next called on June 17th and a new scheduling request was submitted on her behalf. 
  

  The candidate was called on June 25, 2025, and was offered a July 21, 2025, appointment which she accepted and is now scheduled for therefore, Pearson VUE considers this matter resolved and respectfully requests that you close this complaint with notation of proper handling of the underlying incident.

  
  

• Initial Complaint

  Date:06/19/2025

  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.

  Pearson Vue is responsible for fees associated with taking the Examination for Practice of Professional Psychology. For months a test I scheduled and paid for was not visible on my Pearson Vue personal dashboard, and customer ********************** was extremely difficult to reach and unhelpful, including failing to call me back when I selected that option with their answering service. When I finally did get someone on the phone, they were unable to explain why my appointment was not visible, which also meant it was impossible to change or reschedule in advance as one normally can online. They are now charging me a rescheduling fee even though I had no way to reschedule aside from calling because of their website error and could not receive a call back.

  Business Response

  Date: 06/25/2025

  Pearson
  VUE is a computer-based test delivery provider for information technology
  certification and professional licensure exams.  Pearson VUE operates over
  5,000 Authorized Test Centers.  Pearson VUE has reviewed the complaint; however, we are unable to confirm any system issues that would have prevented the candidate's exam appointment from being visible on the dashboard. Nevertheless, we are making a one-time exception to the
  reschedule rules as a courtesy and will refund the $87.50 reschedule fee from
  June 19, 2025. 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:06/10/2025

  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.

  Ordered a book based on Pearson's advertisement that it is 'print on demand' and therefore not subject to backorder. At checkout Pearson showed that it would ship within 3-6 business days. 7 days later, not only has it not shipped, two different customer ********************** **** have told me it is back ordered, which should not be possible with a print on demand product. Another *** told me it has been shipped, but has no idea how it was shipped, no tracking info, etc. And on the order status, it shows the book should be delivered in two days, but it has been saying that for the past week. On June 7, it showed 'to be delivered on June 9'. The next day it changes to June 10, then June 11, etc. They just keep moving the date out and in the meantime have no information about where the product is.And to make it worse, they won't even refund my order because they keep pretending that it has been shipped and "we can't refund it or cancel the order if it's already shipped." But it hasn't shipped!

  Business Response

  Date: 06/23/2025

  Hello   We are sorry about the issues regarding order number 10000144225819.   We were abe to ship out the customer's book on June 10, 2025 on UPS tracking number 1Z7A49T40316065324 .  The carton was delivered on June 12th.   Due to the miscommunication we are in the process of issuing $7.00 credit for the shipping.  That credit will be applied to the customer's credit card in about 5 business days.   

  Customer Answer

  Date: 06/23/2025

   I am rejecting this response because:
  
  

  Due the complete misinformation from Pearson on the status of the book, where two different customer service reps told me it was on backorder for 3-4 weeks, I had to order the book from another vendor. So the $7 credit for shipping is great, but I need to return the book for a full credit.

  
  

• Initial Complaint

  Date:05/29/2025

  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 just wasted around $270 USD on the middle name issue, which should be apparent from all the one-star reviews on here.The PTE test application provides no field to input a middle name. I appreciate that the company claims that this is a crucial detail to maintain security, etc., but then why leave it out of the application? Why do they only include a note stating that a person's name must include their middle name also? Are they unable to add a simple field for middle name?Over half of the people who appeared at the testing location today were turned away for this same issue. Three people turned away for providing no ************************* is amazing that this is actually legal. This was one testing location on a single day; one wonders how much of their bottom line comes from this very unique revenue stream.

  Business Response

  Date: 06/18/2025

  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 created their account on 5/18/25 and booked their appointment on 5/29/25 which would have given the test taker enough time to check that their information was correct. The candidate also received an email reminder 48 hours before the exam asking them to confirm that all details match their ID. Since the candidate was a first time test taker they could have changed the details themselves without having to contact the ** team. The candidate is reminded throughout the registration and booking process that a full name is required and it is their responsibility to ensure the correct details are entered. This is also stated in the email confirmation of booking and in the reminder email sent 48 hours before the exam. Based on this information no exception and no free retest will be offered. 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: 06/18/2025

  Hello,

  I won't go into great detail, since I have already voiced my complaint and have gone unheard. I had hoped that Pearson would do the right thing, and I am disheartened that they chose not to. I appreciate the BBB for helping me reach out to them, but this is simply an unacceptable and unfair business practice. I am amazed that this is somehow entirely legal, and I wonder how much revenue they generate ever year because of this policy. You would think that they would just create a field on the application for "middle name," but I understand that it's much more lucrative to charge for the test and not have to administer it.

  Take care,

  **** *****

  
  

• Initial Complaint

  Date:05/29/2025

  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 purchased an online proctored GED test from this company. When I attempted to take the test it was cancelled. I was given no information of why. I have been unable to speak with anyone who can assist me. I was given an email address. The responses I have received give no info as to why the test was cancelled. Im not asking for anything for free. I just want what I purchased. This is causing me to be unable to complete my GED process and enrollment in higher education.

  Business Response

  Date: 06/05/2025

  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). *********************** 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). According to our records the candidate has since credentialed as they tested at a test center on 5/30/25. 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.

  Customer Answer

  Date: 06/08/2025

   I am rejecting this response because:
  I have yet to hear from your violations department about the issue or the status of my reimbursement. I could no longer wait and had to purchase the Language arts test for a second time and take it in person. The first online test I took was terminated before it ever began with no notice or info from the *******. This needs to be reimbursed no services were rendered. 
  
  

• Initial Complaint

  Date:05/26/2025

  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.

  ******** disgrace of a company. I went to take my reading assessment and they made me completely clear my desk (of which was just some paintings and stuffies) and then proceeded to make me move my laptop all over the room to ensure everything was "correct". Suffice it to say they stressed me out before starting an exam that I was already stressed out about. And then when I went to take my math test a few hours later I had pencils, blank paper, a pencil sharpener, and a calculator on my desk, that was all. And they told me I couldn't take the test with those. They said I had to use the digital paper and calculator that they provided. I have ADHD, I can't do that kind of work on a computer. I honestly don't know who could. The ******* refused to move me through to the test without removing it. I just had him remove me from the test because I couldn't be successful in the test without being able to write out the equations. Literally left me in tears. I spent weeks studying for this exam. Even my middle school students can have a pen, paper, and calculator on their state tests. This is ridiculous! They can also have food and go to the bathroom during the test, something else this stupid VUE thing doesn't allow you to do. They are absolutely atrocious. Shame on them, and shame on the Washington Education system for using them.

  Business Response

  Date: 05/27/2025

  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: 05/27/2025

  I was taking the WEST-B Math test with online proctoring. I just want my $32 back because this business is a joke. Who doesn't allow someone a pencil and paper when taking a freaking math test??
  
  
  

  Business Response

  Date: 06/02/2025

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams.  Pearson VUE operates over ***** Authorized Test Centers. After review of our records there were no issues with the candidate's testing experience and the complaints are related to the standing OnVUE testing policies. The WEST-B testing website clearly states the policies for the exam which states "Testing environment photosyou are required to take four photos of your testing environment during the check-in. Try to get clear shots. They are used for the proctors reference during the testing session and for quality control, security, and auditing purposes. You cannot use paper and pencil/pen." The website also lists the process for Alternative Testing Arrangements if the candidate wants to request accommodations for testing, such as using paper/pencil/pen. Also, the candidate agreed to the testing policies at the beginning of the exam and the candidate is required to attest that they understand the policies before the exam begins. Since the candidate refused to remove paper/pencil/calculator, the exam was correctly revoked, and the candidate was referred to back to the sponsor. Since the candidate did not follow testing policies, the candidate is not eligible for a refund. We encourage the candidate to review the testing policies thoroughly, and should they need accommodations during the exam to contact the proper party, and they will be work with the candidate to try to accommodate their needs. 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:05/13/2025

  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 am attempting to cancel a subscription service for Pearson+, however Pearson + is making it impossible. Their website is ********************************************. I have tried multiple times through the chat and also have been on the phone with their customer ********************** with no results. From what I gather, they have 2 accounts under my email ***************** One that has the subscription, and one that doesn't. I am unable to access the one that has the subscription because I do not have the user name. It keeps charging my credit card ending in 0370 although I haven't used this service for the past 2 months. I have tried resetting it through the website and have gone through their technical support to try to get the username but have not been able to. I tried to call in person to cancel the account, but they will not cancel it over the phone. I am not asking for a refund, I just want this cancelled to avoid future charges attempted through my credit/debit card.

  Business Response

  Date: 05/20/2025

  Hello,  I'm sorry that our customer has issues with our ************************** exam prep videos.   We have been able to issue a full refund and cancelled their subscription.  Please let me know if you have any questions and thank you for your patience. 

• Initial Complaint

  Date:05/12/2025

  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 am in the process of getting my PMP exam. My application is in and has been approved. I had an in person exam scheduled for the Pearsonvue *************************************** center for 5/16/25 in the morning. However, I was sick for two weeks and I was not able to study. Therefore, I have to reschedule my exam. They are having technical difficulties and no future dates were showing up to reschedule. I have reached out to the chat support no one helped at all. I called on the phone multiple times the phone call kept dropping and the overseas call center were not able to help. They made a statement that nothing was open until October. I said I cannot wait until October. Again no sense of urgency no common sense to want to help their customer. I spent $425 for this exam you would think they would want to help. I am looking to take the exam in **, ** or ***************. I believe there may be one in ******* NJ. I need to speak to someone in the area that is a US citizen. Someone needs to contact me 5/13/25. This is urgent.

  Business Response

  Date: 05/20/2025

  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 rescheduled their appointment for June 2 at our test center in ******, **. 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: 05/20/2025

   I am rejecting this response because: #1 when you call Pearson Vue or PMI they find no open spots for the whole month of June 2025 between **, **, ***  I have to drive all the way to *******  Why don't they put in more seats at the testing sites?  Why don't you confirm there is no technical issue with your portal.  I find it hard to believe between three states there is no open spot for the test for June.  Please have your IT department investigate this, and have a management from corporate in ** contact me immediately. No this is not resolved. I am spending $425 for this test and this is the way I am treated.  This is not acceptable.  Why are there no openings in ***************, *********, **, ************, ********* ** or ***********  Please advise today 5/20/25.  Thank you ***** ******** ************ 
  
  
  

• Initial Complaint

  Date:05/12/2025

  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.

  There was a charge on my account and i have never used Pearson VUE, customer ********************** said they could not help. Even though i have transaction number and other relevant information.

  Business Response

  Date: 05/13/2025

  Pearson VUE will need additional information regarding the charge so we may research internally. Please have the consumer provide a screen shot or copy of bank statement indicating the charge so we may research internally and respond appropriate to this complaint. Thank you.

• Initial Complaint

  Date:05/09/2025

  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.

  I am a student at *********************************; I was given a voucher to be certified in the course I registered and paid for & completed named Comptia Computer Security + 701. I then used the voucher with the assigned company named Pearsonvue/Comptia, I first went to one their testing centers that was close to my zip code, I found out that there was no such testing center, this was a bogus address, I then went online to schedule the Comptia Computer Security + 701 exam, I went through strenuous means through their system, with system check that I was using that kept rejecting or freezing my efforts, I then finally got through all of this rigorous (exhausitive) request @ 1:18 p.m. on 5/9/2025, when my exam was scheduled for 1:15 p.m. on that same day. Then after waiting over 15 minutes in their Que, a ******* finally came online on my laptop & told me that my device I was using was a touch ************** company policy didn't allow touch screen devices to be used during exam. Okay, why wasn't I notified about this weeks ahead of time when I originally scheduled? I went through all of the rules of things I could not do, & I did not see this as being listed on their rules of do not's. This company is very shady (questionable) in their business practices and fines need to be issued towards this company.

  Business Response

  Date: 05/12/2025

  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's exam was revoked due to the candidate using a touch screen device which are not allowed to use to take exams. As a result, Pearson VUE issued a voucher to the candidate to reschedule their exam. We encourage the candidate to thoroughly review the testing policies prior to taking an exam, specifically that touch screen devices are not allowed to take exams.  Pearson VUE therefore considers this matter resolved and respectfully requests to close this complaint with notation of proper handling of the underlying incident.