Complaints

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

close

Find a Location

Pearson Education has 31 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Pearson Education

  5601 Green Valley Dr Ste 220 Bloomington, MN 55437-1186

• 

  Pearson VUE

  PO Box 822749 Philadelphia, PA 19182

• 

  GED Testing Service - District of Columbia

  1850 M St NW Washington, DC 20036

• 

  Pearson Vue State Test Centers

  4012 Gunn Hwy Tampa, FL 33618

• 

  Pearson Professional Centers

  10805 Sunset Office Dr Ste 402 Saint Louis, MO 63127

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:08/28/2023

  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.

  On August 27, 2023, I took the ******** Life Producer exam. The technology they use to deliver the exam was faulty and had to be restarted to gain access to the exam. This is the second time I have had this happen with a test proctored by PearsonVue. I answered 60 questions and again ONVue application failed and I was removed from the test. I went on chat help and they said it was a technical issue and not my fault. I was unable to re enter the test and I am being forced to retake the test. When I called the support line it is loud and incredibly difficult to hear the representative. I am also sure that English is not the primary language at that center. I have used other online exams ******** delivered by competitors and never had a technical issue that prevented me from finishing the exam. Its embarrassing that our State contracts with this company. I wish our State would use the other company for test delivery or at least provide options on test taking. Being in a rural area I dont have much choice on test facilities.To be fair they are looking into the issue and will email me in 5 days. While they are attempting to solve this. I have wasted hours in my day and I received a substandard client experience. Takes you 5 days? Amazon would have fixed this in 5 minutes.

  Business Response

  Date: 08/30/2023

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers. Due to the technical issues during the candidate's exam Pearson VUE emailed the candidate a Voucher to reschedule the exam and refund was issued to the candidate. 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: 08/30/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and accept the fact they dont have the technology to support that many exams.  They did provide me a voucher and as of this response I have not received a refund.  Im sure it will be 5 business days.  Please close this complaint.

• Initial Complaint

  Date:08/21/2023

  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.

  Pet case ******** I was unable to complete your exam due to technical issues on pearson vur side , my renewal opportunity has expired and I requested a full refund of $400 dollars instead I was given a voucher that is useless due to the fact I can't reselchedulde the exam as it expired and I lost the renewal window due to peason vue system failure

  Business Response

  Date: 08/21/2023

  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.

• Initial Complaint

  Date:08/15/2023

  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.

  We paid for online testing service to complete the **** We did all the requirements, ran the computer tests, cleared a testing space, logged in 30 minutes prior to testing as requested, etc. We did what we were required to do. On two separate occasions we were unable to take the exam because of a failure with the ******* and online VUE system. We waited in a queue for 30 -45 minutes, (41st in line ) and when the ******* finally appeared they suggested we restart the computer when this was not the issue. The issue is that by the time the ******* got to us in queue the testing "window" ended. Both times we waisted over ***** minutes total to take the test and then had to wait another day to reschedule another testing appointment. We took off a week from work to take the tests, because they only let you do 1 at a time. The company does not value our time. They oversell spots and then cannot deliver the test. They have a monopoly and know you need your GED and there aren't any alternatives. The person on the help line was absolutely no help, couldn't reschedule, informed had to wait days for issue to be resolved then we could try scheduling another appointment to test. It is never ending. The email help line says they will get back to you in 4-5 days. I am a tech specialist for a school district. I am appalled that GED makes it impossibly difficult for students to complete the **** And it is interesting that my student had no problem taking the paid practice tests online. They charge for every step of the way. We should be refunded for the testing fee and compensated for the loss of time, especially when he had to take off work.Please note that we were able to successfully complete one subject test (and pass). Then the very next day using the same computer, same testing space, next subject, the ******* gave my student a hard time about the space and talked condescendingly and was very demeaning to him. The ******** need oversight.

  Business Response

  Date: 08/28/2023

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers. ********************** is a Teacher/IT person for the school and not a direct candidate.  Pearson VUE only provide refunds to candidates (payees) who are impacted by testing issues when Pearson VUE is responsible for the delays or issues. Pearson VUE will reach out to ********************** regarding this situation.  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:08/06/2023

  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.

  Rescheduled the exam below and it was not rescheduled. I want to take the exam at the rescheduled time and not pay again. Thank you Exam:CLF-C01 - AWS Certified Cloud Practitioner (retiring Sept 18, 2023) - English (ENU) Candidate:***************************** Candidate ID:?***********?Registration ************ Date:?Monday, July 31, 2023?Time:?09:00 AM Eastern Daylight Time? (Time shown is test center local time.)?Appointment Length:?100? Minutes? Test Center Location (Directions shown below)ACADEMY OF COMPUTER EDUCATION (ACE)*********************************************************************************************************************

  Business Response

  Date: 08/08/2023

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers.  When candidates schedule or reschedule to take exams a confirmation email is sent to the candidate to confirm, if the confirmation email is not received it can be assumed the reschedule did not go through successfully. If the candidate did not receive the reschedule confirmation email, they should contact Pearson VUE directly for assistance.  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:08/06/2023

  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.

  Case #******** Test: Comptia A + Exam date: July 18 Issue: my account is restricted because I disputed the exam fees thru my bank as the test was never administered and revoked by a *******. On the date of the exam I passed the pre test system check and the check w 2 different ******** before being connected to a 3rd ******* who would not administer the test on the same date I called customer ********************** and they escalated the matter. The rep advised that my account would not be charged. When I checked my account the charge was there and then it was reversed. A couple of days later I was charged again and I disputed the charges which were removed. Prior to disputing the charges there was no letters received from pearsonvue. Once I disputed the charges I received a letter in an email citing the wrong test date 7/17 and saying the test was revoked with no specific reason documented except to say it was based on the ******** decision. This was the 3rd ******* on the date of examination. My final attempt to resolve this matter was on Friday and a rep from the IT department was supposed to call me on Saturday to fix my account. I have not heard from anyone. I have called their customer ********************** multiple times with the calls disconnected in the middle of conversations.

  Business Response

  Date: 08/08/2023

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers.  The candidate refused to comply with the policy and procedure per the sponsor's (CompTIA) requirements.  The candidate had another monitor at their workstation and refused to unplug and the remove the monitor, as this was a policy violation, the ******* had to revoke the session. Candidates are at no time allowed to have another monitor at their workstation during an OnVUE session, so this was a clear violation when they refused to follow the request to remove the item.  A letter was sent to the candidate notifying them of this and educating about the policies. 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:08/05/2023

  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.

  Good day. I just attempted to take the ********* Azure Fundamentals certification test online (scheduled Saturday, August 5, 2023 at 9:30 AM **** EDT, candidate ID: ************? / registration ID: ********** via Pearson OnVue. My laptop does not have a functioning microphone, therefore I need to use headphones for microphone functionality. Additionally, headphones block out ambient noise which I consider to be a reasonable accommodation to help me maintain focus. As headphones are not explicitly listed as a prohibited item by ********* in the registration email I received, I used the headphones during the required system check. Importantly, Pearson instructs all examinees to not change system configuration after completing the system check.Today, to maintain the configuration I used during system check, I used my headphones during check-in for my exam, which is done via webcam. My initial prompter (*******) did not say anything about my headphones, but did instruct me to move pens, my cell phone, and my iWatch to another location. When I complied he thanked me for my collaboration and released my exam. Ten minutes into my exam, a new prompter interrupted me to ask me if I had headphones on and if I was done with my exam. I replied that I did have headphones on and I was not done with the exam. She thanked me and let me resume. Three minutes later, my exam was terminated on account of a prohibited item and I was not allowed a chance to explain. I have rescheduled the exam and will work to find a solution so it is not canceled again. In the meantime I humbly request a refund for my terminated exam. I am upset at being denied a reasonable accommodation. Furthermore, I am troubled at the implication of dishonesty, especially given my military record (12 years active duty service which is ongoing). I am happy to provide more information, and look forward to resolving this issue. Kind regards,*******

  Business Response

  Date: 08/21/2023

  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 exam rules headphones and headsets are not allowed unless explicitly approved by test sponsor, the rules can be found at *******************************************************************************. This policy was in place at the time the candidate took their exam.  However, the sponsor has recently updated their rules to allow for headphones, therefore as a courtesy Pearson VUE cancelled the candidate's registration and the candidate will receive a refund.  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:07/27/2023

  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 registered and paid for my test with Pearson Vue on 5/3/23. I completed the required application with the ********************* in a timely fashion, and my approval was sent in from ** to Pearson on 6/28/23. I have yet to receive my authorization to test (ATT) from Pearson. When I called to check on the status today 7/27/23 (well after the maximum 15 days) They told me they never received anything, that I should call the state again. I did this and was again reassured that they sent my approval. This second phone call took over an hour- and quite frustratingly the majority of the problem persisting, was due to being connected to a call center outside of the country I,or the company I am dealing with is located. I understand this is a money saving tactic that many corporations use- but this made getting any questions answered, or finding a resolution almost impossible, due to the low level of the English language being spoken or understood. The same phrases were just repeated to me over and over ad nauseam by both the initial representative and the supervisor. I paid 200 to be registered for this testing service, and have completed all the requirements I was tasked with. Not only is this service not being provided to me as promised- but I am losing money every day that I am unable to work as a registered nurse. It is statistically proven that the longer a student waits to take their NCLEX (test to become an RN) the lower the chances are that they will pass. I have been doing everything in my power to achieve this goal expeditiously, but am being prevented from obtaining employment based on the lack of assistance from this entity (Pearson) after they have somehow lost my states approval email. I asked them if they could reach out to ** to try and find out what happened, and they said they would not. The state has informed me that they have completed their required tasks, and it is now up to Pearson- but they have offered me no help or path to resolution. I need help

  Business Response

  Date: 08/03/2023

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers.  Pearson VUE contacted the *************************** and confirmed that they are awaiting pending transfer credits and they did inform the candidate of this requirement.  Once that piece of the candidate's application is completed, they will send the eligibility to Pearson VUE and then the candidate will be able to schedule an appointment. Pearson VUE call center agents have no knowledge of the board's requirements and continued to provide accurate information to the candidate.  If the candidate has any further questions/concerns, they should contact the ***************************.  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:07/09/2023

  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.

  My mom purchase this bundle for me to obtain a certification in CompTia A+. You have to pass two exam in order to be certified. Each exam came with a voucher with the ability to retake it again. I took the exams for the 1st time and was not successful. I scheduled the retake of each exam. Alot has happen within the time of the new test dates. I check my email regularity. I found out that I missed the Core 1 in May. i attempted to reschedule and it gave me an error code. I contacted Pearson VUE and they gave me a case number. It's been a week and no response. I attempted to reschedule the Core 2 and thought it was successful, I just found out today that I missed that one as well. I can't afford to throw money away especially in this economy. These exams locations are barely filled so I don't see the reason why i can't be allowed to retake the exam. I need to pass the exams so i can get a better job. Im very ****** and need help.

  Business Response

  Date: 07/13/2023

  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, the consumer missed their appointments through no fault of Pearson and did not responsibly reschedule their appointments before they went to no show. Pearson VUE will be taking no further action and 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: 07/13/2023

   I am rejecting this response because:
  
  I did attempted to reschedule the exams. The bottomline is that i paid for 2 exam and a retake on each. I didn't get my retake. Yes they have several locations which means they can easily allow me to reschedule the examination. You already have my money and now you want me to pay more. Sounds like thief to me.

  Business Response

  Date: 07/18/2023

  Pearson VUE's position remains the same and will not issue a refund to the consumer. If the consumer has any further issues, we advise them to please contact the Sponsor of the 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:07/05/2023

  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.

  I tried to take the *** MLS exam on 7/3/23 and did not pass by 5 points. The testing facility was horrendous and the absolute worst experience of my life. We were told checking in at the testing center that they were having their floors polished and certain areas were blocked off. They weren't even sure if we would have access to a restroom prior to starting the exam. I was sat down to take my exam. Not long into having started the exam a man (different from the *******) came to me and asked if I needed a calculator. I said no I wanted to focus. (I do not think the *** exam is even supposed to get a calculator). He says well let us know if you need one. People were coming into the testing facility at all different times. The ******* made it a habit to talk to every single person. One girl made a big deal about being nervous and the ******* started discussing breathing exercises with her! An extremely ill individual was seated. He even asked if he could bring in his cough drops! He was coughing and snorting the snot back into his head every 4 seconds. It was impossible to focus on the case studies and properly analyze my questions. The girl seated directly next to me asked for a calculator, had issues with the calculator so she discussed with the ******* what she needed. All directly next to me. You could hear the construction workers working on the floor and employees laughing and joking in the halls. They didnt offer noise cancelling headphones. It took everything in me to stop myself from having a panic attack from the stress. I need a refund for this exam and I need to be able to reschedule this test immediately. I do not know if they did not care because everyone else there was simply taking the *** test or what. I spent over an hour on hold and talking to different people with Pearson while crying in my car because of how unfair this situation was and was told nothing can be done. Something needs to be done.

• Initial Complaint

  Date:07/02/2023

  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.

  On July 1st, 2023, I was scheduled to take a Pearson Vue online proctored exam at 5:45PM CST (**). This exam is for the *** (Amazon Web Services) Solutions Architect Professional certification. Pearson Vue only offers online proctored exams in my state so I have been forced to use this option for the 6 exams I have taken- *** is only partnered with Pearson Vue for exam certification at this time. I successfully completed the pre-exam steps at 5:35 PM and was sent to a queue waiting a ******* to review my work space via webcam and release my test. The queue moved slower than expected and my exam wasn't released until 6 PM. Over the course of the exam, I was booted out of the exam back into the queue EIGHT times in total due to poor connectivity on the ********* side. In each of these 8 instances, I had to wait between 20 and 40 minutes in the slow-moving queue before repeating the same pre-exam steps every single time (walking around the computer to verify unallowed items were not on my desk). The 8 different ********- one for each re-connect couldn't even call me through the web app because their calls kept dropping. In some cases they called me on my cell and in other cases typed directions for me to follow through the web chat feature. What was supposed to be a 190-minute test (3 hours, 10 minutes) took over 7 hours to complete. I finished just after 1 AM the next morning. The massive connectivity issues and constant ******* interruptions negatively affected my test-taking experience in the worst way. I panicked throughout most of the exam and rushed to get answers in because I knew the next boot was right around the corner. Rules dictate test-takers remain in camera view throughout so no bathroom breaks, food, water, ability to stretch my locked-up back, or relief from staring at a screen while in test mode for 7 hours. Requesting a $300 refund to cover exam expense and time (cancelled evening plans) is more than fair in this instance.

  Business Response

  Date: 07/06/2023

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers.  Upon review of the consumer's activity log, the consumer repeatedly ran into issues related to browser violation shutdown. Every time this issue came up the consumer's video was lost, and the system restarted the session which sends the consumer back into the greet queue. There were no technical or connectivity issues on the Pearson VUE's end, therefore no refund will be issued.  Pearson VUE considers this matter resolved and respectfully requests that you close this complaint with notation of proper handling of the underlying incident.

  Customer Answer

  Date: 07/06/2023

   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. To be honest, I was expecting Pearson to claim the issues were on my end, even though the issue has occurred during the last 4 exams I've taken with them and I've had no internet connectivity issues before or after any of the tests. I will accept the verdict because proof would be hard to come by here.