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

  530 E Swedesford Rd Valley Forge Office Center Wayne, PA 19087

• 

  Pearson Professional Ctr

  1117 Perimeter Ctr W, Atlanta, GA 30338

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:07/01/2023

  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.

  Where do I begin? I scheduled a test with PearsonVue to take the exam online. This exam was scheduled on 6/30/2023. They recommended test the machine to make sure the application works. I tested this over a dozen times in the 2 weeks prior to the exam. Come exam day (6/30), I tested my machine 3 times, all successful. When the time came to take my exam, there were "techincal difficulties" on their end that caused my certification test to be revoked. I wasn't made aware of the test being revoked until 6 hours later. I tried and re-tried to resolve the issue. No success. I spoke with 5 support individuals who all said they couldn't help me. Finally, the 6th person said they saw the exam was revoked 5.5hours ago and all they could do was reschedule me. There was a technical issue, but they couldn't figure out what the issue was or if there even was a technical issue. The test was scheduled for 7/1.On test day (attempt #2), I went through the checkin process and hey! No technical issues! However, there was a 150 queue wait. This took 3 HOURS for me to speak with a *******. When I spoke with the *******, they said my screen (camera) was "white" and that I'd need to refresh my application. I told them that I can see myself just fine and the issue isn't with the camera. They proceeded to close out my application. I logged back in with the same access code and, you guessed it, BACK TO THE VERY BACK OF THE LINE!!! I had to wait another 3 hours just to be told that I wasn't able to take the exam. When I spoke with support, they said a different department handled this issue. The information they gave me was on the website and that department was closed. I informed them of this and they said that's all they could do. Since they were in a different department, I'd have to wait until they were back in to speak with them. So, the ******* killed my application, TWICE; I wasted 6 hours on Friday, and 8 hours on Saturday; AND STILL I can't take my test.

  Business Response

  Date: 07/05/2023

  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.

  Customer Answer

  Date: 07/06/2023

   I am rejecting this response because:
  
  The issue was not resolved.

  Here is the information you requested:

  Registration ID == *********

  Case number == 09954226

  Taking ***** exam, ******* using OnVue

  Business Response

  Date: 07/06/2023

  In order for Pearson VUE to respond to this request in a timely manner, we will need to know what test the consumer has taken to work on internally to respond with an appropriate answer.   Please provide the additional information on what test was taken.   Thank you.

  Customer Answer

  Date: 07/06/2023

   I am rejecting this response because:
  
  I already provided the test in question.  It was a ***** exam and the exam number is 350-701.  That is the name of the test.  The description of the test is "Implementing and Operating ***** Security Core Technologies"

  Business Response

  Date: 07/11/2023

  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 consumer rescheduled their exam and passed the exam. Due to the consumer's situation, Pearson VUE has provided a voucher to the consumer to take the next exam at no charge.  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: 07/12/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable, but not satisfactory to me.

• Initial Complaint

  Date:06/28/2023

  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.

  On 06/07/2023 was when the issue began and it is continuing today I have been trying to take two tests to gain my insurance license for my job and have run into technical issues on Pearson Vues side every time they refuse to update me on anything they won't accommodate me and now I have lost my job and have to seek new employment resulting in loss of income. I can provide all the emails and a statement from a sergeant on base at camp dodge where I attempted the test 3 times before

  Business Response

  Date: 06/29/2023

  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:06/08/2023

  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.

  A proctored exam was paid for at pearson vue by credit card, and the exam was set for Wednesday June 7 at 3:15 pm. I logged on at the specific time and there were so many technical difficulties that i could not get into the test. the exam time ran out so i had to contact pearson vue to get the exam rescheduled. I talked to someone at pearson vue who gave me a case number to call back within the next day which i did. The first agent i talked to and gave my case number to, the phone was disconnected and i was not able to tell the person any deatils about the exam or any authorization to reschedule. I called right back after the first call was disconnected and found out that the first person i had talked to first went and rescheduled and charged the credit card on file unauthorized. I didnt talk to the first person about any dates or reschedule dates. That person set up a date for another proctored exam which i didnt want proctored anymore because of what happened the first time. I had to stay on the phone with pearson vue for more than an hour trying to explain what happened while they figure out what was done on my account. I thought ********************** was a professional company. They commited fraud by recharging me and setting up a new test with a new date and did not discuss it with me. *** never had this happen to me before especially with what is supposed to be a professional company. They have ruined my momentum that i had to take and pass my exam and now i have to go re-study and get mentally prepared all over again. Whoever recheduled my exam and charged my account should be fired in my opinion when it was not authorized. That is called fraud and i will never in life do business with pearson vue again. I do not reccommend using this company for testing because it is not set up right and will commit fraud on your accounts.

  Business Response

  Date: 06/09/2023

  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:06/02/2023

  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 worked as a contract employee (scorer) from 5/9 - 5/18. I was supposed to be paid $912.52 (net) for this on 5/26; however, I have not received my money. I called HR and was told to send them an email, which was done. Im not able to login to to ADP to check the status of my paycheck either. I urgently need this money to pay part of rent and for other bills. I cant seem to get anyone to help me.

  Business Response

  Date: 06/07/2023

  Payroll and *************** contacted the consumer on 6/5/23, providing the status of the payroll funds in question. Resolution of the payroll concern and the log-in issue was finalized and communicated to the consumer on 6/7/23. 

• Initial Complaint

  Date:05/20/2023

  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.

  I took an online exam today (May 20th, 2023). The exam was rescheduled, I was supposed to take it yesterday, but OnVue has technology problems and can't let me log in, so they rescheduled it to today.The check in process is exhausting, and when I finished all the questions and checked the answer, the procotor asked me "have you finished the exam?", I said "no, I am checking answers. Any questions?". He didn't answer me, then a few minutes later, he said I used a prohibited item and revoked my exam.This is outrageous. I didn't use anything prohibited, I don't know what this in competence procotor guy is seeing and thinking. He was such a bully. He wasted all my time and energy, he wasted my $100 registration fee. I have never been felt insulted like this. OnVue is just a scam for my time, energy and money. I don't know why Amazon choose to work with them. Because of they partner with *****, I don't think Amazon is a good company either, they just let people who want to take their test suffer from such incompetent and scam company.I demand OnVue pay back my registration fee, apologize to me for their evil procotor and incompetence. I advise everybody never never use this scam OnVue system again.

  Business Response

  Date: 05/22/2023

  Pearson VUE will need additional information regarding the Test the consumer was taking so we may research internally to respond appropriately to this complaint.

• Initial Complaint

  Date:05/14/2023

  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.

  I resigned May 5. Pearson has not paid me my wages. Pearson is not complying with ********** Labor Code.

  Business Response

  Date: 05/18/2023

  Hello *****,

  Per our prior email exchange, you confirmed on 17-May-2023, that you did receive payment for wages owed for hours worked through 4-May.  These hours were paid in response to your resignation without notice, which was submitted via email on 5-May.  This payment was received via paper check as we do not have any direct deposit information on file for you.

  As I further explained in my follow-up email to you today, an additional four days of payment will be processed. (Please refer to the calculation noted in the attached email.)

  Please let me know if I can be of further assistance.

   

  Thank you,

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

  Manager HR Business Partner - Pearson VUE

  ************ or ************************************************************

  Customer Answer

  Date: 05/18/2023

   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.

• Initial Complaint

  Date:05/11/2023

  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.

  I was scheduled to take the **** exam on May 16, 2023 my email is ********************** I had an extreme situation with my mom. She was hospitalized because an overdose of her medication and I had to be on the hospital. I called Pearson Vue customer **********************, They are in *****. I could barely understand what they said and the same way they could barely understood me because I am Hispanic and I also have an strong accent. They were rude and they refused to waive a $69.00 for me to re-schedule the exam. Which is outrageous considering that you have to pay the board $140 to take the exam and Pearson $125 to give you the exam. They make me wait hours on the phone. What is worse the first number I called was here in ************* and customer ********************** was very nice and they said they could help with that. And they could do it but they needed to transfer me to another number which was in ***** and not matter how many times I tried to call to get a different person, all of them were rude and heartless. Why are we dealing with this people in ***** who clearly dont care and all they want is make money. I believe that Pearson Vue is doing this on purpose. Any way so many people in *** who needs work from home, why do we have to deal with people from another country, because there is cheaper labor? Such a lack of patriotism. I wish there was another palce where I could take this exam.

  Business Response

  Date: 05/22/2023

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers. A refund of $69.00 has been credited to the consumer.  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:05/10/2023

  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.

  I applied to take an exam through Pearson Vue on 5/1/23 and paid their $200 fee at that time. Pearson Vue had my name as my maiden name and in order to test I need it changed to my married name. I have been contacting them since the date I applied for the test because according to the ******* Secretary of State, them delaying changing my name is the only thing that is holding up my ability to take my test for my Registered Professional Nurse. In contacting Pearson Vue, I keep getting the run around. They keep telling me that it will be resolved in 2-3 days ,only to tell me that I need to keep waiting. I have sent the name change documentation that they requested several times and still have received nothing from them. This will affect my employment at some point because I need to have my license in order to continue on with my new job. I have no idea what else to do.

  Business Response

  Date: 05/17/2023

  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 has received the documentation and has updated the consumer's name in our system.  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:05/09/2023

  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.

  PearsonVue *** is refusing to offer a service that I paid for and refusing to provide a refund for this service. I paid for a Comptia Network+ exam through my school and my exam was closed on the 31st of April by the ******* overseeing the exam who falsely claimed I was not following her instructions. I made a complaint against this ******* with PearsonVue and have asked them to reschedule the test or provide me a refund, but they refuse to do either. They are now outside of the window of closing an investigation into this matter (3 - 5 business days) and at this point I just want a refund to settle this matter appropriately. I have called everyday since the 31st of April excluding weekends and each time I call in, the representative says the same thing, that "we are still investigating this matter, please be patient". I have given them ample time and no longer wish to be bound by an investigating body that is either dragging their feet or low-staffed, or outright doesn't exist. In any case, I'm well within my rights to request a refund and it has been expressed to me multiple times by various representatives and supervisors that they have no intent to refund me or solve the matter in the timeframe they are allowed.

  Business Response

  Date: 05/12/2023

  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 consumer did not comply with the check in process and became argumentative with the ******* and used abusive language towards the *******. No further action will be taken by Pearson VUE.  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:05/05/2023

  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.

  I have repeatedly experienced terrible customer ********************** over the phone, from being hung upon, to being disconnected to being assisted by people who have no idea what they're doing.I cancelled a test and requested that I receive a refund of 100%, not just 50%, given the poor service.We are talking about $75 in dispute.I was told a case number was created and that I'd hear back.I never heard back, called back and was told the case was closed without any reason and without anyone actually considering the merits.I've emailed customer ********************** for help in order to have this decision actually considered.I've emailed two individuals in leadership on many occasions about this, ***************************** and *********************, but neither has ever responded to ****** like to have my $75 returned.Thank you.

  Business Response

  Date: 05/08/2023

  PearsonVUE will need additional information regarding the Test the consumer was taking so we may research internally to respond appropriately to this complaint.

  Customer Answer

  Date: 05/08/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  
  

  The company asked for me to name the test in question.

  The test is the MPRE.

  Please refund the additional $75.