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 VUE

  PO Box 822749 Philadelphia, PA 19182

• 

  Pearson VUE

  8201 Corporate Dr Ste 400 Suite 400 Landover, MD 20785

• 

  Pearson Professional Centers-Indianapolis

  2629 Waterfront Parkway East Dr Ste 100 Indianapolis, IN 46214

• 

  Pearson Vue

  9102 N Meridian St Ste 170 Indianapolis, IN 46260

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/04/2023

  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 have been trying to schedule an exam with this company. Their website is unnavigatable. I tried calling phone numbers posted on the website, none of them work. I finally reached a woman who was extremely rude and acted as if my question was a burden to her. I told her she was being very rude and disrespectful and she said, "I can show you rude and disrespectful." Then she hung up on me. I do not want to take this test. It is an obligation I have to complete. To be treated in such a manner after the website makes it impossible to schedule a test is uncalled for and dehumanizing. Pearson Education is obviously about gatekeeping/compliance rather than education. I refuse to work with this corrupt/dehumanizing organization in any capacity. They money-grubbing capitalists who are ****** handidly controlling/ruinging education in ****************************.

  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.

• Initial Complaint

  Date:05/03/2023

  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 May 3, 2023, I tried to speak with someone in customer ********************** after the company made an error. I was taking a test that I spent $50+ to take, and I asked the ******* if I could go to the bathroom before it started. He said "ok" then restarted my test. He said "you may start" because I was running out of time to click start. I went to the bathroom and when I returned my test had been revoked. I tried to speak with someone in customer **********************, and they said it will take 3-5 days to address. In the meantime, I could pay to take another test but I would have to wait 24h to schedule it. They do not have anyone more senior that can speak to the issue. The customer ********************** representative said that she does not have a manager.

  Business Response

  Date: 05/04/2023

  PearsonVUE 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:04/27/2023

  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.

  Took a test at *********** in Kingstowne, ** for a Pearsonvue managed exam 4/20/23. The exam ******* told called me an hour ahead of my schedule exam time and told me I had to show up an hour early to take my exam. It left me 15 min to get there and was still earlier than the scheduled time. I then arrive to take a test in a small closet that had zero ventilation or AC, with the room being at least 90 degrees. The room was also separated from the lobby by a small thin door, which did not block any of the loud noises from the lobby. I called Pearson UE and filed an internal complaint about these conditions, which I believe led to me not passing the exam. They told me it would take 3-5 business days to investigate. I gave them a week and called back on 4/27/23 and told me its still under investigation and there is no timeline on when it will be completed. This test costs $500 and they are just going to sit and wait for me to pay again. This exam site should be shut down, I should be refunded or credited back the amount so I can take the test again at a better site.

  Business Response

  Date: 05/01/2023

  PearsonVUE 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:04/24/2023

  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.

  My son, ********** (I am an attorney and so acting in such capacity), is a sophomore at *************************** in *****. He was scheduled to take the **** on April 14th and 15th at the Pearson testing center in *****. Because ***** has a learning disability he applied for, and was granted, testing accommodations. He was to test separately, have extra test time, and additional breaks. However, during his **** his monitor kept flashing on and off and the words were distorted and stretched out. He went to complain during a break. He then returned to resume his test. Two test center employees came in and attempted to fix the problems while he was testing and failed to stop the clock. As a result, ***** voided his test. He filed a complaint and he just found out that Pearson takes the position that he could've finished the test despite the testing conditions and interruption. As noted above, the testing conditions and interruption are extremely detrimental to a "normal" student alone, and extremely so for someone like *****. He wants to retake it on May 12 an 13th and is waiting to hear whether Pearson can provide his necessary accommodations on the test date. I'm reaching out for three reasons: first, to see if he can test on May 12 and 13th with his necessary accommodations; second, to make sure the equipment is tested prior to his exam and determined to be in good working order; and third, to see if he can get his April test fee reimbursed and the voided exam expunged from his record. I would be grateful for any quick assistance,.

  Business Response

  Date: 05/04/2023

  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 test client, AAMC has reached out to the candidate and a refund will be processed. The candidate has been scheduled with his requested accommodation for the dates of May 12 and 13.  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: 05/04/2023

   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:04/24/2023

  Type:Sales and Advertising 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.

  4.24.23 During my college years including graduate school I have had on and off interactions with Pearson based on what textbooks were required and which professor utilized Pearson services. I purchased 2 books back in May 2021 but had to set up an account in order to obtain them. I am graduating and have requested for my account be closed. They are refusing to close my account stating I purchased no books. I have provided the book names, the reference number and was even asked what "type of books" they were as in were they hardcover etc. I have given my name, email, university name, customer ID number, username, name of the books, date of when the books were purchased, sent the email I had received asking for me to complete a survey about my recent purchased books and personal email. I could not give them an account ID (was unable to locate) in any of the account settings or the name of the course I had purchased for and so they are refusing to close my account despite all the other information I have provided. I was then asked to provide them the access code to the 2021 purchase book. The thing is, my teacher didn't need us to use the code he just wanted us to have the book and thus this was the reason they could not see it on their end and the reason they are refusing to close the account. I want my account closed. There is no reason for me to have this. ****************** was who I was speaking with through Chat unsure if she is a real person or some AI generated chatbot.

  Business Response

  Date: 04/28/2023

  To Whom It may ******************** with ***** this morning and made them aware that the deletion request on CASE# ******** was being processed and that it would take between 30 to 45 days and once it was complete they would get an email from us stating the deletion request was complete.  They were satisfied that this was being taken care off.
   
  Thank you,
  

  *************************
  Escalation Specialist
  Pearson Education Customer **********************
  
  
  Phone ************
  Fax ************

  Customer Answer

  Date: 04/30/2023

   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:04/24/2023

  Type:Delivery 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 paid $165 to take the online proctored pl300 exam with pearson vue. I took a picture of my ID and desk space area as instructed. There was a tiny box on the screen where my head was supposed to be the entire 2 hour exam. I didn't move my body, get up, move my arms..nothing. i stayed seated on my chair and was in full view of the camera. I only shifted my neck because it was hurting me as anyone would do even in a testing center and I was taken out of the exam mid exam, and I am expected to now pay to retake the exam. Nobody can sit still and not move their neck for 2 hours..it's not humanly possible. I would like the company to provide me with a voucher to reschedule my exam in a test center as i was unjustly taken out of the exam that i paid for? This was a very demoralizing experience to study for, prepare to take an exam and be removed from the exam without just cause. My order number is ************** My candidate ID is ************?My registration ID is ********* My test date and time was: Friday, April 21st 2023 at 9:30am EST

  Business Response

  Date: 04/28/2023

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams.  Pearson VUE operates over ***** Authorized Test Centers. An email has been sent to the consumer asking the consumer to contact the customer ********************** team in regard to 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.

  Customer Answer

  Date: 04/28/2023

   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. I called the company again and they processed a refund for the exam

  Thank you 

• Initial Complaint

  Date:04/21/2023

  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.

  I have had an issue trying to be resolved within Pearson Higher Education Learning System, specifically the program Mastering Engineering. I accidentally purchased a second access code through Financial Aid for the course. When I discovered this problem, I immediately went to the college bookstore to resolve the issue. I utilized the second code I purchased, and the bookstore revoked access to that code specifically. I have a good access code available and ready now, but after attempting multiple times to resolve this through email, their chat, and several phone calls, I have received zero responses in regards to this specific case. All they have told me is that this case has been escalated to a higher level, but they have not responded to the email chain in over a week. No updates, responses, or notifications despite multiple attempts for me to get a response from them in question. If they do not resolve this issue I will be dropped from the class for inability to participate and my funding both from the school and VA will be cut in accordance. This will have a severe impact on my ability to be financially independent, including the ability to maintain my current house payment among with being able to pay for food and utilities. This has to be resolved by the end of this week.

  Business Response

  Date: 04/26/2023

  Issue:  Student able to access course through new access code purchased.  ****************;accidentally purchased a second access code through Financial Aid for the course. When they discovered this problem, they immediately went to the college bookstore to resolve the issue. They utilized the second code they purchased, and the bookstore revoked access to that code specifically. They have a good access code available and ready now, but after attempting multiple times to resolve this through email, their chat, and several phone calls, They have received zero responses in regards to this specific case. All they have told him is that this case has been escalated to a higher level, but they have not responded to the email chain in over a week. No updates, responses, or notifications despite multiple attempts for him to get a response from them in question.
  
  
  What we are doing to resolve:  This has already been resolved by Tech Support through CASE# 46424466.  The agent was able to link the two accounts *********** had so he could gain access to his course.
  
  
  Next step:  No next step needed.  Just spoke to ************************************* over the phone today. I wanted to conform with him that everything regarding this BBB compliant had been resolved. He confirmed that he was able to gain access to his course and is in the process of catching up. I asked him if there was anything additional that was needing to be resolved.  He told me that everything was resolved. This was resolved through CASE# 46424466.
  
  
  Thank you,
  

  *************************
  Escalation Specialist
  Pearson Education Customer **********************
  
  Phone ************
  Fax ************
  
  
  

   

• Initial Complaint

  Date:04/19/2023

  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 honestly feel discriminated against. I took a test with them twice with no problem but on the third test I could not take it because my ID has both my moms and dads last name which is the exact same last name. This has never been an issue before and I even offered to tell them my social security to prove it was me. On top of that they have a picture and my finger print from both times I have tested with them. I understand rules but theres has to be some form of understating between cultural differences.

  Business Response

  Date: 04/25/2023

  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:04/19/2023

  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.

  Date of transaction 08/19/2022. I ordered a book for a college course, that was delivered to me very late. In the meantime I dropped the class and made a request to Pearson to return the book. I constantly receive letters from Pearson in regards to collections for a book that I returned to them per their authorization. After numerous emails and telephone calls, I was promised a return of my money paid, but never received it. Therefore, I reached out to Chase credit card customer ********************** with the same documentation that I had provided Pearson showing that they had authorized the return of the book, the tracking information showing that the book was indeed delivered back to them. After reviewing the information ***** took the money back from them and gave me my refund.Since then I have received numerous telephone calls and letters at least monthly and sometimes more often demanding payment for a product that was shipped back. I would like for Pearson to stop calling me and sending me letters in the mail for $49.44. I will NOT pay for something that I no longer have. If PEARSON would hire more knowledgeable employees they would not have these issues.

  Business Response

  Date: 05/01/2023

  Hello,  I am sorry that *********************** is receiving past due notifications from Pearson Education.  I was able to confirm that the title was returned back in September 2022.  On May 1, 2023, I reached out to our account team and advised them to remove invoice number 18599174 from past due status.  Once our system updates, the customer will no longer receive collection letters.  I am very sorry about the trouble and please let me know if you or the customer have any questions.   Thank you.

  Customer Answer

  Date: 05/01/2023

   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:04/13/2023

  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 ********* Casualty Exam today 4/13. I had passed the Property exam this morning and was excited about taking the next step to get my insurance license. I went through all the prompts and was ready to take the casualty exam. I affirmed that I would not get up while taking the test and showed where my testing area was clear. I did not understand that I would not have an opportunity to get up and use the restroom before I began the test. The exam was closed on me. I went back through the prompts to retest again and demonstrated a clear area but the exam was closed on me. When contacting customer ********************** I was informed my case was going through review and I would be contacted in 3-5 days via email about next steps. I really just wish I had the opportunity to speak with someone who could make decisions about my situation. There was no reason I should not have been able to take the test today as I had not even viewed any questions (hadn't even been sent the tutorial part yet) when I was kicked out. As is, if I have to reschedule I will have to keep reviewing notes to refresh and may be out an additional exam fee. It would be nice to have someone to talk to about these matters (in a timely manner, not 3-5 days) other than customer ********************** representatives. I have never in my life been accused of cheating or anything honest or unethical. It would seem Pearson would be able to determine the difference between an honest mistake before a test even had begun and legitimate fraud and cheating.

  Business Response

  Date: 04/20/2023

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers.  We have reached out the candidate directly to resolve their complaint.  Pearson VUE therefore considers this matter resolved and respectfully requests that you close this complaint with notation of proper handling of the underlying incident.