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:04/11/2023

  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 ordered the online insurance exam and it would not load. I lost my money and could not even talk to a human representative

  Business Response

  Date: 04/27/2023

  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 reached out to the consumer directly via email to resolve this matter.  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: 04/27/2023

   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:04/11/2023

  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 will be filing with the **** as I will not allow Pearson to steal over 200 dollars from me. On 4-7-23, I was scheduled to take a CompTIA exam. During the initial screening my first ******* had me do all the ridiculous stuff like removing items from my desk etc, she told me to stand up, and I advised her I was hardwired, and it ****** disconnect me, she insisted, and low and behold, it disconnected me. I log back in, frustrated as I already have test anxiety, and I get and ******* named Y*****a. She went through the same ridiculous stuff I previously did the last *******. She got mad at me when I told her why I have to stand up again to show my desk after I JUST showed my entire desk in video. She proceeds to talk about how angry I am and I told her to stop with that narrative shes trying to push, and to do her job. She then proceeds to revoke my exam. While granted I was frustrated on video, I did do as she asked, I never cursed or used derogatory language with her. I got a case number and received and email saying I didnt follow the directions, which I did. This ordeal has caused me great mental and emotional distress, and I will be taking legal action against them if they do not refund voucher. I refuse to sit here and let them steal over 200 dollars for an exam I SAVED UP for. They have the video evidence to prove my point, and it will show this ******* being in her feelings and then not even taking the time to review my case properly and send me a generic response. Thanks,

  Business Response

  Date: 05/08/2023

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams.  Pearson VUE operates over ***** Authorized Test Centers.  We do not allow people to be disrespectful to greeters and ******** of exams and it is within our discretion to revoke sessions due to disrespectful behavior. All Candidates are provided with instructions regarding the check in process and the steps that need to be followed in order to proceed with an exam. This type of behavior is not acceptable, and no further action will be taken by Pearson VUE. 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:04/11/2023

  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.

  Hi,I had taken a proctored test from Home and chose to test with PearsonVue for a ********* Certification exam. I had taken a test before in March of this year with PearsonVue and had no issues then. On Apr 8 though, before the start of the exam, I was asked to give access to my Computer folders. I accidentally clicked yes. I don't think this is necessary to ******* an exam and I need to know why I was asked to share access to my computer directories. All I need if why the access and what PearsonVue does with this? This is potential for Identity theft and I don't appreciate it and need to know what I was asked to share access to my personal documents. Thank you -***************************

  Business Response

  Date: 04/27/2023

  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 requires the access to ensure that there is nothing malicious running on the computer that could cause issues with our software or steal test information.  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: 04/29/2023

   Better Business Bureau:
  
  The full access to my computer by PearsonVue during testing is excessive and is not needed. I am still withdrawing my case and will never test with them online. 

• Initial Complaint

  Date:04/06/2023

  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.

  This is involving Pearson VUE case ******** I took an exam with Pearson Vue using OnVue and had a horrible experience where the ******* revoked the exam claiming I left the view of the camera.That simply never happened. I was in fact, in my chair, with my webcam taped directly on top of my monitor, seated at my desk looking directly at my screen the entire exam. Your ******* disrupted my exam with a popup message a couple of times telling me my face must be visible. I would lookup and see my face is visible. At no point did I ever leave view of the camera or even take my eyes off the monitor.I respectfully demand a replacement testing voucher or the production of the entire video.

• Initial Complaint

  Date:04/06/2023

  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 was scheduled to take a Test on April 1, 2023, to Pearson VUE in ******** **************. I went there in are and late for about 30 minutes before my test because of Heavy traffic due to the repair of the road, accidents and other circumstances. I told them that but they refuse to give me the services they are providing which is Taking the English Proficiency Test. That is beyond my control, they don't have accommodations for that kind of situation that occurred Imagine paying 230 dollars and losing it because of an unexpected event. They did not offer anything to solve the issue, they just said that I am late and they cannot anymore accommodate me. I drove 2 hours and 30 minutes to get there because of unexpected situations. I'm the one who gets the consequences.

  Business Response

  Date: 04/25/2023

  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 received the Terms and Conditions to the *** test in which the consumer acknowledged and agreed to. Please refer to page 10 of the *** Test Taker Handbook regarding late arrival.  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: 04/25/2023

   I am rejecting this response because:

    There are unexpected circumstances beyond my control. it's important for businesses to recognize that unforeseen circumstances can happen to anyone. I did my part to go early but it is not my intention to be late. I paid for that services but you did not provide it to me or offer help to at least resolve the problem when I came there in your office. 
  

  
  

• Initial Complaint

  Date:04/06/2023

  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 toke two exams each $400 + $100 and was prematurely kicked out due to been falsely accused of cheating.Never cheated and never given a clear explanation why I was not allowed to continue with the exam.I spent $1000 and given opportunity to complete the exam.

  Business Response

  Date: 04/17/2023

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

  Customer Answer

  Date: 04/17/2023

  What additional information?

  Be more specific 

   

  
  

  Business Response

  Date: 04/18/2023

  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 it internally to respond with an appropriate answer.   Please provide the additional information on what test was taken.   Thank you.

   

  Customer Answer

  Date: 04/18/2023

  2nd Test Taken PHR

  Test Taken Date September 30

  registration ID 442856957

  Invoice number **************

   

  1st Test Taken PHR

  Test Taken Date March 24th

  registration ID 425009392

  Invoice number **************

  Please note I already called to get this resolved but you refused to address this issue. Meaning you keep telling me that ******* terminated the test by falsely accusing me looking away from the screen, which is false. 

   

   

  
  

  Customer Answer

  Date: 04/18/2023

   I am rejecting this response because:
  
  Date Sent: 4/18/2023 4:06:41 PM
  

  2nd Test Taken PHR

  Test Taken Date September 30

  registration ID *********

  Invoice number **************

   

  1st Test Taken PHR

  Test Taken Date March 24th

  registration ID *********

  Invoice number **************

  Please note I already called to get this resolved but you refused to address this issue. Meaning you keep telling me that ******* terminated the test by falsely accusing me looking away from the screen, which is false. 

  
  

  Business Response

  Date: 04/25/2023

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams.  Pearson VUE operates over ***** Authorized Test Centers. Candidates are provided the testing rules on the client homepage to review prior to testing.  We take steps to ensure that every testing experience is a good one.  Below is what was listed on the client homepage:
  
  Exam Session Rules
  *We take steps to ensure that every testing experience is a good one, but we still stop your exam if the rules aren't followed.
  *You must stay within your webcam view
  *You cannot get up and walk around
  *No one can enter your testing environment
  *You cannot leave your testing environment
  *A beverage in any container is allowed, but no food or smoking
  *You cannot move your webcam once your testing session has started
  *Mumbling or speaking out loud will lead to a warning
  *You must be fully clothed throughout your entire exam
  *Headphones and headsets (wired or Bluetooth) are not allowed unless explicitly approved by your test sponsor.

  
  Pearson VUE does not collect candidate payment, the client/sponsor does, therefore we direct the consumer to contact the client/sponsor directly. 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: 04/25/2023

   I am rejecting this because my test was prematurely rejected and was not allowed to complete it. The test given was unfair and tailored to stop the test arbitrary without any good reason. All the requirements have been met when I was taking the test and yet mid way through the test I was disconnected without any rule violations. It seems ******* is trying to find any reason to not allow me to complete the test. And this has gone on twice already. 

  The only way I will agree to any resolution here if I am allowed to take the test with physically present ******* at testing center without any charges since I already paid $1000 for two tests.

  Otherwise I am not closing this matter. 

  
  

• Initial Complaint

  Date:04/05/2023

  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.

  Exam: CS0-002 - CompTIA Cybersecurity Analyst (CySA+) Certification Exam - English (ENU)Registration ID: ********* The exam was scheduled for 3/31 for 4:30 pm PST.I tried to check-in at 4:00 pm. I completed all of my formalities after waiting for 15 minutes and even spoke with ****************************************. Then, the ******* told me that I need to re-login. I re-logged in and waited for another 20 minutes for another ******* to check me in. Finally at 4:38pm, ***** (*******) checked me in and released the exam. I was at the first question and there were multiple screens. One of the screen, the left side was completely chopped off. I immediately informed the ************************* but he did not respond. I waited for about 15 minutes but did not get any response from the *************************. Then, I exited the exam as I lost my 15 minutes of exam time and did not want to loose any more. On 3/31, I took half-day off from work just for this exam.I started the exam but unfortunately was not lucky to finish it with no mistake of mine. On 4/3 at 4:20pm, I called Pearsonvue customer support and spoke with *******. after holding for more than 20 minutes, the call dropped off. Finally, I spoke with another representative and she told me that they already have a case#******** open for the same. My exam voucher has expired and I would need you to reschedule the exam as the mistake was clearly on your part. I lost my 15 minutes of Test time and therefore forced to exit the exam as your ************************* did not respond to me even after I pinged him few times.

  Business Response

  Date: 04/17/2023

  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 worked directly with the consumer to resolve this matter.   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:03/29/2023

  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.

  This complaint is against ***** as well, because Pearson VUE is employed by *****, and I have an email from an ***** employee (who only wishes to name themselves by the initials: "AT.") where the employee lied to **** have been emailing ***** and Pearson VUE back and forth (as well as phone calls) since 2/22/23. There have been more than 10 emails exchanged since then. It is clear that nobody intends to resolve my issue, and they keep passing the buck, and curtailing responsibility for the issue. When I contact Pearson VUE, they say I need to contact ***** to resolve the problem, and when I contact *****, they say I need to contact Pearson VUE to resolve the problem. Now ***** is literally ignoring all the emails I am sending them. It has been 9 days since my first response email, so they have had plenty of time to respond. My problem is that I never received an email called an "Authorization To Test" (***) letter. ***** and Pearson VUE employees have told me that I don't need it to test, but I have proof they are outright lying to me. On the ***** website, under Step 5 of the Exam Application Process, it says, "Once Authorization to Test (***) email arrives from Pearson Vue, verify the information is correct and read the email in its entirety." Also, under "Pre-test Day Checklist" it says, "Verify the name on the *** letter matches your identification exactly." This means that if the information is incorrect, I will be prevented from taking the exam, WITH NO REFUND. How can I verify the information on the letter is correct, if they don't send me the letter???Please allow me to describe the unprofessional actions of ***** and Pearson VUE. I will start in the middle of our discourse, beginning on 3/10/23 with an email from *****. In the email, "AT" says, "We do not have access to Pearson VUEs system so we cannot forward their letters. They are contracted to deliver this task to our customers on our behalf. It looks like the exam is currently scheduled, I would advise you to contact Pearson VUE directly and demand to speak to a manager or supervisor as you are entitled to a copy of the letter." In my response email later that day I said, "Thank you for your response. The letter is not in my Junk folder. Im pretty sure they dont have supervisors. If I am wrong then will you provide me with a name and phone number of a supervisor? Also, will you look at the past history of the emails I sent Pearson VUE, and pay special attention to the one that says I need to contact ***** to get my *** letter? You said 'we do not have access to Pearson VUEs system and cannot forward their letters.' The Pearson VUE employee who emailed me, whose name is *****, should know that ***** does not have access to their system, so are you going to reprimand her???" AT from *****'s response email said, "It sounds like Pearson VUE is training new staff which happens at all organizations, I believe that is the reason for the misinformation. Pearson VUE does have supervisors and managers as most establishments. Please contact them at ************. Be advised, the *** letter is not a required document." (Please notice that I was not provided with a supervisor's name and phone number as I requested.) So, on 3/14/23 at 4:21 PM PST, I called the number that was given to me. My call was answered with a recording that claimed they were receiving a high volume of calls. This was not true, because the recording also said that I was in position one in the queue. ****** finally answered the call. I demanded to speak to the manager. ****** refused. He kept demanding that I tell him the problem first, and when I did, ****** still did not connect me to a supervisor. ****** said I needed to contact ***** to have my *** letter emailed to me. ****** was not "new staff" as "AT" from ***** claimed, as I had spoken to him 3 weeks prior as well. I told ****** that I knew that Pearson VUE is supposed to send me my *** letter, because a friend of mine did receive her *** letter, and it was emailed from this address: ************************************************************ ****** then put me on hold. I was disconnected whilst being on hold. I'm sure Pearson VUE will claim that I was disconnected due to technical difficulties, but I refute this, because of the following. I gave ****** my email address, my phone number, and my ***** ID number. He had all the information needed to solve my problem. He did not need for me to wait on hold. He could have resolved my problem with what I gave him, but he did not resolve the problem. Also, customer ********************** was not closed yet, and he could have called me back if he did indeed need more information from me. He did not call me back. It is clear that he hung up on me, because he did not want to solve my problem. This happens frequently according to other complaints I have read on the BBB website. Now that I know that "AT" from ***** was lying about having "new staff" and supervisors, I emailed asking what his/her initials stand for. I sent three emails with no response.

  Business Response

  Date: 04/25/2023

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. We have researched this matter and would like to respond. The process to escalate candidate concerns involves the client contacting Pearson VUE about the issue.Pearson VUE did not receive an inquiry from the client regarding this candidate. Pearson VUE did not send out an *** letter to this candidate initially due to an isolated incident. We are troubleshooting the root cause of the problem. The candidates desired response was to have Pearson VUE send an *** letter to her. The *** letter was sent to the candidate on 3/31/23. Pearson VUE therefore respectfully requests that you close this complaint with notation of proper handling of the underlying incident.

• Initial Complaint

  Date:03/23/2023

  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 scheduled a ********* Certification exam with them and took the exam almost a week ago. They refuse to provide myself or ********* with the information of whether I passed or not. I spent $164 on the exam and studied for months and my job is breathing down my neck to see how I did because my results should have been given within 24 hours of taking the exam. I need those results NOW. this is completely unprofessional and unacceptable.

  Business Response

  Date: 04/12/2023

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams.  Person VUE operates over ***** Authorized Test Centers.  Pearson VUE has researched and found the result and requests that the consumer can find the information by looking at access the score report from their candidate dashboard (****************************).  Pearson VUE 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.

• Initial Complaint

  Date:03/22/2023

  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.

  A voucher for PK0-005 for purchased for $358.00. Case ******** I was scheduled for a CompTIA Porject+ PK0-005 test on ?Thursday, March 16, 2023? at 12:30pm MST. The individual overseeing the test could barely speak English, and was getting defensive when I asked him to clarify his meaning; It was obvious this guy had it out for me. This individual abruptly ended my test at the LAST question, stating my head was out of view from the camera. This is a lie. This person intentionally ended my test at the very last question. This is unacceptable. I want my money back or reschedule for an in-person test. I didn't throw away $358.00 because some guy wanted to be a jerk.

  Business Response

  Date: 04/12/2023

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams.  Person VUE operates over ***** Authorized Test Centers.   Pearson VUE has reached out directly to the consumer via email to resolve this matter.  Pearson VUE 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.