Complaints

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

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  Pearson Education

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

• 

  Pearson Education

  1313 Lone Oak Rd Eagan, MN 55121-1334

• 

  Pearson Vue

  36 Hemingway Dr Riverside, RI 02915

• 

  Pearson VUE

  PO Box 822749 Philadelphia, PA 19182

• 

  Pearson Vue

  PO Box 14209 Raleigh, NC 27620

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

• Initial Complaint

  Date:12/31/2022

  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.

  Same as other complaints. I am emailing the *********************** and the **************** of Education for *******. This test, particularly the Math of the General Knowledge and Elementary K-6, are set up for failure. The failure rate is a 51%...a teacher with that kind of record of failures would be fired for incompetence. I am asking for a full Federal and State investigation into fraud by having applicants pay multiple times for tests that are altered for failure. The study guide provided by anyone is not helpful and the FTCE.gov ************* exam is a joke. It has a few "similar" questions, but the questions are "tricky" questions used to ensure failure. I had to take the General Knowledge math 4 times to pass, and now Elementary K-6, a 3rd time, and still have not passed it. Teachers understand that you do not construct test questions in this way...why does the **************** allow this? I am set upon changing it. Please BBB launch your own investigation or send to the *** to help prospective teachers in *******. I need no reply from Pearson, as whatever they state is baseless and not factual. Thank you.

  Business Response

  Date: 01/12/2023

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE delivers exams through our network of over **** Authorized Test Centers and via our on-line testing system, OnVUE.
  
  This candidate recently contacted the Better Business Bureau regarding the General Knowledge and Elementary Education K6 mathematics subtests of the ******* Teacher Certification Examinations (****).
  
  The ****** of ************* ********** at the ******* Department of Education is responsible for all aspects of the ***** including developing, administering, scoring, and reporting the results. The Department develops and administers the **** in partnership with its contractor, Pearson.
  
  The candidate's comments regarding the **** have been provided to the Department for response.
  
  If the candidate has additional questions regarding testing policy, they may also contact the ****** of ********** directly using their contact form: ***********************************************************************************
  
  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:12/29/2022

  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.

  The online exam was scheduled for 12PM (aka Noon) but Pearson set it to AM (Midnight). If Pearson is going to try to offer a service no one wants (24h) the least they could do is use ************************************************** the email had it said 00 or 24.

  Business Response

  Date: 01/11/2023

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Candidates have the ability to test 24 hours, 7 days a week. Upon scheduling, candidates are given an option of whether they want their time options displayed as 12 hour or 24 hour. The 12:00AM MST time choice was chosen by 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: 01/11/2023

   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:12/07/2022

  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 was unable to take my exam online because the network would not connect-despite passing testing ahead of time as prescribed. There was no contact information provided ahead of time to assist in these situations. I was sent an email later in the day from Pearson Vue apologizing for the technical issues and instructed to click the link provided to reschedule my exam. The link was not a good link. There were no options online to reschedule. It took me over a day to finally get through to a customer ********************** rep on the phone. They were very hard to understand (the first rep I was able to get through to hung up on me when I couldnt understand anything they were saying). After being on hold multiple times I was advised to contact my credentialing board to reschedule-which has nothing to do with the testing. Pearson Vue is very difficult to work with. I just want to reschedule my exam.

  Business Response

  Date: 12/15/2022

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams.  The candidate was unable to test due to a widespread issue with the OnVUE application. A full tech review was completed, and it was determined the candidate was impacted. Due to the widespread nature of this issue, customer ********************** lines were negatively impacted. Candidate was reauthorized for the exam and can reschedule at will by accessing their account. A notification was sent to the candidate by email.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: 12/15/2022

   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. Thank you.

• Initial Complaint

  Date:12/05/2022

  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.

  Pearson had no testing dates available 2 months out for me to take my **** exam. I was told that this is partly because I have accommodations for additional time and a separate space. Apparently, they are not prepared to provide accommodations to people with disabilities.

  Business Response

  Date: 12/20/2022

  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 reached out to work with the consumer/candidate and we believe we have resolved the issue.   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:12/03/2022

  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.

  My issue with PEARSON is that they are creating tests for TEACHERS to take which are not reflective upon their coursework. I got my masters in education and only had 1 course in my entire 2 years, aimed at providing some knowledge of the materials needed for the test. I have already spent countless money retaking this test. Each time the test was taken, it was a new test with questions and/or materials I did not study for. There are practice tests, but the tests too seems to be completely different from it. ****** then creating a test that is valid on the basis that future teachers have been taught the necessary materiais, they created a test that future teachers have not been properly prepped for. This test is for those who want to be a reading specialist and have taken more than 1 course on it, not for general future teachers.

  Business Response

  Date: 12/13/2022

  RE: Complaint #********
  
  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams.  Pearson VUE delivers exams through our network of over **** Authorized Test Centers and via our on-line testing system, OnVUE.

  In response to the candidates claim that Pearson creates tests for teachers to take that are not reflective of their coursework: The ***************** ***** of ********* approved and adopted the *********** Teacher Certification Examinations (****) after panels of *********** educators reviewed the objectives/frameworks. The minimum passing score for each test or subtest is approved by the ****************************************************************************** taking into consideration the professional judgments and recommendations of *********** educators.  Detailed information about the **************** Activities including Test Validity and Reliability can be found under Faculty on the **** program website at www.ct.nesinc.com/PageView.aspx?f=GEN_Faculty.html.
  
  In response to the candidates comments about the preparation materials: The preparation materials provided on the **** website are designed to help candidates identify areas of weakness and guide their preparation process with the help of primary resources. Primary resources might include class notes, textbooks, state core curriculum guidelines, etc.  The preparation materials are not designed to act as educational materials or to take the place of work completed as part of an educator preparation program.
  
  Summary: The candidate paid to have a **** examination delivered, and to receive a score report for that exam.The exam was delivered and the candidate was issued a score report.  The service was delivered in full, therefore the candidate is not eligible for a refund or credit.
  
  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:12/01/2022

  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 failed Pearson Vue exam, not knowing my mistakes, becouse you can't see the question answers, but also saw that Coursera didn't covered their exam objectives.The guy at the test center told me to ******* everything"So I did that. I tried to schedule my exam again and it didn't alow me. I called and emailed Pearson Vue, InTuit and Coursera, spoke for hours and they told me that they don't have available slots for next 3 month and hang up on me.I ****** I learned, I failed and again I can't schedule the exam on which I have right to becouse of their incompetence or their scam.

  Business Response

  Date: 12/09/2022

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. The Intuit Bookkeeping Certified Professional (****) exam was developed by Certiport, a Pearson VUE company working with their client, Intuit. The exam was developed using best practices in developing a psychometrically valid exam designed for the job description of a Bookkeeping, Accounting, and Auditing Clerk (SOC 43-3031).  The objective domains in the exam are published on the Certiport web site: https://certiport.pearsonvue.com/Certifications/Intuit/Certifications/Certify/Certified-Bookkeeping and can be found in detail via the link on that site.
  
  There are many third-party courseware developers such as Coursera, that have developed courses for bookkeeping.  Certiport and Pearson VUE have no control over whether or not these courses cover the information listed in the objective domains nor if they will prepare the learner to be able to pass the exam. While we share the objective domains freely with curriculum developers, it is ultimately up to the candidate to ensure that they learn the content specifically listed in the objective domains in order to be prepared to pass the exam.
  
  Intuit has asked Pearson VUE to stop delivering the **** exam as of November 18th. It is our belief that Intuit will be offering a different bookkeeping exam via their own web site soon. However, Certiport and Pearson VUE are unaware of the exact status of Intuits release. Pearson VUE continues to host Intuits Quickbooks certification and links to the objective domains for that exam remain on the Pearson VUE site.
  
  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:11/25/2022

  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 took my ****** exam and passed on November 13,2022. Pearson Vue refuses to send my results/scores to the state if ****** and Nipr. I was advised the state receives all passing scores as soon as its sent to them electronically. This is interfering with my career promotions and income. Ive been lied to several times told its been submitted them told a case was file filed to resubmit and lie after lie. Ive been hung up on and transfer around. Ive paid my money and passed my test. I need to get my adjuster license for ****** I earned the right to do so. Can you help me? Thank you ***************************

  Business Response

  Date: 12/16/2022

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE is not refusing to send candidates results/scores to the ***************. Pearson VUE in fact sent candidates scores to *********** Systems (SBS) and the ****** division of the ****************** Producer Registry twice. Those two organizations are responsible for processing the results in order to proceed with certification of candidates or processing of licenses. Candidate tested on 11/13/22 and the results were sent on 11/14/22. We sent those results again at which point SBS indicated they had an issue and manually processed the resent results. They reached out to the candidate once those results were sent a second time and processed. 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:11/04/2022

  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.

  As a veteran with PTSD who works in the capacity of mental health, this company has the worse customer ********************** when scheduling an exam. Each time I have tried to schedule my exam- which is hard exam because I have failed it twice; I have to argue over and over because I have special accommodations to have a private room due to my disability. I have had anxiety attacks on the phone because the customer ********************** reps refuse to contact the testing site to confirm if they have the date available. The last two times I scheduled my exam I had to call the actual testing sites where I live and they told me that they did have dates available in which the customer ********************** rep lied and said they did not have none. I called again yesterday and the customer ********************** rep by the name of ***** stated that they did not have any testing dates available until December. When I told him to check a for the location he told me he did and they did not have any either. I proceeded to inform him after he lied that I had called the testing center and they told me they had dates available for special rooms accommodations. After I told him I called he deceit to argue over and over on the phone after I asked to speak with his supervisor. He put me on hold and then hung up on me after five minutes of waiting on the supervisor. I refuse to have another anxiety attack Ill be stressed out due to customer ********************** reps not wanting to call and go the extra mile to confirm when in both cases I have gone through h*** in which they finally called and they did have testing dates. I am overwhelmed and already stressed due to the exam to go back and forth with someone who does not want to do their job I refuse to go through this and was hoping that there was another competitor company that I could schedule with or do it myself online to keep from going through this type of stress every time I call Pearson to schedule an exam Especially when An exam is $300 every time I take it. This is despicable

  Business Response

  Date: 11/15/2022

  We have researched this matter and we believe it was resolved to the candidates satisfaction. Pearson VUE therefore respectfully requests that you close this complaint with notation of proper handling of the underlying incident.

• Initial Complaint

  Date:11/01/2022

  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 payed for the aws cloud practitioner test, but I needed to rescheduled it, so I rescheduled my exam for other day, it appeared rescheduled in the Pearson Dashboard, with the correct hour and date. On the exam day, the test on the Pearson Dashboard disappeared, so I couldn't attend my exam and I lost my money. I couldn't communicate with them either. 100 USD were lost without being able to take the test.

  Business Response

  Date: 11/07/2022

  We have researched this matter and we believe it was resolved to the candidates satisfaction. Pearson VUE therefore respectfully requests that you close this complaint with notation of proper handling of the underlying incident.

• Initial Complaint

  Date:10/27/2022

  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 ordered a lab manual I needed for school on 8/28/22. I did not receive this book for 3 weeks even though their website says its a 48 hour turnover. When I questioned them about this, they told me it was an issue with *** then I spoke to someone else who told me the book was out of stock and thats why it wasnt sent to me. Either way, I was never told any of this until I reached out over 2 weeks later. By the time I received the manual, I had to drop the class because I had missed too many labs. I returned the book less than 24 hours after it was delivered to me. Pearsons received the book then informed me it would take 3-4 weeks for my refund. When I showed I wasnt happy with that (since they dropped the ball so badly by not shipping it out in a timely manner). They then informed me I would have my refund in 3-5 days. That never happened. When I reached back out again, I was informed that there was a balance on my account and the refund took care of the balance so I wouldnt be receiving anything back. Which, makes no sense to me at all. This was my first time ever purchasing from them, and I only purchased the one book. So Im not sure how its possible that I had a balance? Its been 2 months and I still no dont have a refund, and according to Pearson I will not be receiving one. All I want is my refund, they have their book, I feel I should have my money.

  Business Response

  Date: 11/15/2022

  We have researched this matter and we believe it was resolved to the candidates satisfaction. Pearson VUE therefore respectfully requests that you close this complaint with notation of proper handling of the underlying incident.

  Customer Answer

  Date: 11/16/2022

   I am rejecting this response because:
  
  They have no handled it what-so-ever. Its a straight up lie when they say this has been handled to my satisfaction. They have ignored my emails about this issue. They just tell me they will note the instance to help further their customer ********************** satisfaction. They just emailed me on Monday, a ******************** from Pearsons wrote this to me in an email:

  Hi *******,    
   
  I hope you are well and staying safe.   
   
  This is ******** and I'll take over this case number 44593178.  
   
  Please be informed that this case is strictly monitored. We will keep you posted once we have an update. 
   
  Have a great day and Stay Safe!    
   
   
  Sincerely,          
  ********************         
  Pearson Customer **********************

   

   

  so, they know it is still an issue.

  Business Response

  Date: 11/29/2022

  The candidate has an active dispute with their bank that is prohibiting Pearson VUE from proceeding further on resolving this complaint with her. We have reached out to her multiple times in an attempt to resolve. However, she has not responded. 

  Pearson VUE therefore respectfully requests that you close this complaint with notation of proper handling of the underlying incident.