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 Professional Centres

  #201 - 818 Broughton St Victoria, BC V8W 1E4

• 

  Pearson VUE

  8201 Corporate Dr Ste 400 Suite 400 Landover, MD 20785

• 

  Pearson Vue

  9102 N Meridian St Ste 170 Indianapolis, IN 46260

• 

  Pearson Education

  8319 NW 12th St Doral, FL 33126

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:09/05/2022

  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.

  I was taking my online AWS Cloud Practitioner exam on Sep, 5th 2022 at 10:45am. After submitting all the required documents and photos of the premises I received a call asking to show the area, all four sides, the desk where I will be taking the exam etc. through the webcam and I was permitted to start the exam. After completing 30 questions, the *****************************, stopped the exam and sent me a chat saying I am looking away from the screen and asking me to show the premises turning the webcam. I replied back saying I am sorry, but I have not looked away from the screen and I showed the premises turning the webcam. ******* said everything is good and I can continue with the exam. Then again after completing another ***** questions, the ******* stopped the exam again saying I am looking away from the screen even after the first warning. I was replying to him saying I have not looked anywhere else from the screen, I was typing this and clicking to send but the message is not getting sent and I am not sure what the reason is. Then I received another chat from ******* saying he has not received any response from me and so the exam is revoked. I was looking up and down only to move the cursor down the screen to click on NEXT to go the next question. May be this was the reason the ******* was assuming I was looking somewhere else. I do not understand this. I have spent my time and energy trying to take this exam and just because the ******* assumed/misinterpreted something I cannot accept this. I was all prepared to take the exam and this has really disappointed me, after completing around ***** questions my exam was revoked just because of the proctors misinterpretation. I have a request that the ******** should understand how online tests work and not to misguide and make the situation stressful for candidates. Its sad to see these kind of behaviour even after spending so much time, we put our mind and energy to pass the exam!

  Business Response

  Date: 09/08/2022

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams.  Pearson VUE operates over ***** Authorized Test Centers.  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.
  
  At pearsonvue.com/aws/onvue under frequently asked questions it states the following:
  
  Q.Could I be interrupted by a ******* during my testing session?
  A.Yes. ******** may interrupt exams and take action if they witness any suspicious behavior or rule violations.They may need to offer a reminder (e.g., no talking) or investigate something (e.g., show me the room, your desk, etc.).
  
  Q.What types of prohibited behaviors will the ******* watch for during the exam?
  A.Examples of prohibited behaviors include, but are not limited to, failing to follow ******* instructions,looking off the screen, mumbling or speaking aloud, covering your mouth or face, using unauthorized materials (e.g., mobile phones, recording equipment,writing materials), interacting with third parties intentionally or unintentionally, or leaving the webcam view.
  
  Q.What happens if I lean outside the view of the webcam or leave completely?
  A.Unless its during a scheduled break built into your exam, leaving the webcam view for any reason or duration, even if you have already completed the exam questions, will result in your exam session being terminated and the exam result being invalidated.
  
  The candidates exam was revoked per the clients and Pearsons policies. Pearson VUE therefore respectfully requests that you close this complaint with notation of proper handling of the underlying incident.

  Customer Answer

  Date: 09/08/2022

   I am rejecting this response because:
  
  I have not done anything against the policies. ******* revoked the exam due to his misinterpretation. My time and effort that I put towards the exam is immense and I cannot accept this. The software was slow that I literally had to drag my cursor down the screen to click next and I have NOT looked away from the screen. This is so ridiculous how ******** take these kind of immature decisions based on misinterpretations. I am a 36 year old man with determination to write this exam and not to do any malpractice. I will not close this complaint as I strongly believe the decision made by the ******* is solely racist. I am upset by this inappropriate behaviour and I will definitely take this to court to make sure proper action is taken against the *******. 

  Business Response

  Date: 09/15/2022

  The **************** team reviewed the video and verified the session was revoked correctly.
  
  The violations are outlined below:
  
  During the exam,at 24:17 the candidate looked down and away from the screen, resulting in the ******* reaching out to issue the candidate their first warning. This warning was sent via chat and was documented via a session event. The candidate was then witnessed turning their head - looking down and away/offscreen periodically between the 46:00-47:30 time period. At 47:23 the ******* reached out to issue the candidate their second warning and requested that the candidate complete a room scan due to this repeated behavior. The candidate complied and the ******* permitted the candidate to resume testing. This second warning was sent via chat and was documented via a session event. At 56:13 the candidate began to periodically tilt their head down and look offscreen. The ******* notified the candidate via the chat they would be revoking the exam at this time. The ******* provided the case and customer ********************** number to the candidate. 

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

   

• Initial Complaint

  Date:08/31/2022

  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 bought access in may for a book I did not used on top of another book. Im in a new class I was granted access than kicked out. When you buy a subscription you have access for a full year. Why cant I switch books if the one is unused?

  Business Response

  Date: 09/26/2022

  Pearson VUE has looked into this matter and has reached out to this customer multiple times in an attempt to obtain additional information to further assist her. Unfortunately without this information we have limited knowledge of the exact issue she is experiencing. What we have relayed to the customer is: If the code has been lost, a new code will need to purchased for the class; if the current course is using the exact same book and online product as the course that was dropped, she should be able to use the code she has for that class; if her current course uses a different text, she will need to purchase a new code. If she is unsure, she will need to forward the requested information to our escalation specialist including the **** or title, author, edition of the product previously ordered, and course ID for the current class so we can check to see if the text is compatible. 
  
  Pearson VUE therefore respectfully requests that you close this complaint with notation of proper handling of the underlying incident.
  

  
  

• Initial Complaint

  Date:08/28/2022

  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 scheduled a test with Pearson Vue and the day of the test they had technical issue. *** ******* asked me to remove the head set from my computer so I did and kept saying if I could hear her and I replied that I could hear her. she then asked for me to get a full size mirror so I can show her my desk. she did kept saying she could see my desk from the camera and the mirror. She then disconnected me and put me back in queue, I waited for the next ******* and when it was my turn I was placed in queue once again and on the third try a ******* asked me to show my desk with the mirror and then connected me to my test. *** whole process was confusing and after attempting to answer the second question a message from the ******* appeared which later disconnected me again. I attempted to contact the ******* but didn't get an answer via chat. I attempted to call their office but got a message the office was closed until Monday. *** who process was nerve-wracking and a total waste of a day. I insist on a refund and will be posting my complain on social media website.

  Business Response

  Date: 09/08/2022

  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:08/22/2022

  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 bought a textbook called Clinical Phonetics with digital access card from my college but the company stopped accepting access card codes last year according to the website. This is fraudulent behavior. You cannot sell a digital product and then refuse to give someone access to the product they paid for. I called the Pearson hotline but it was closed an hour early.

  Business Response

  Date: 08/30/2022

  It is Pearsons desire that each customer has a positive experience with **********************. We reached out to **************** to explain that while the eText for the text purchased is no longer available for non-course use, instructors are still using the eText for courses. **************** would just need to use the invite link provided by the professor. Per our Terms of Use (https://www.pearson.com/en-us/legal-information/terms-of-use.html),Pearson has a right "to place any Pearson Product out of print or otherwise discontinue offering a Pearson Product for purchase."
  
  Pearson VUE therefore respectfully requests that you close this complaint with notation of proper handling of the underlying incident.

• Initial Complaint

  Date:08/15/2022

  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.

  Pearson OnVue, a horrible service, which has a contract with ARDMS to do all their testing, is preventing me from testing for the exam I paid for and also preventing me from getting a refund for said test. On the day of my exam, a test ******* closed my exam out with no explanation over and over until I was unable to reapply for the test due to technical difficulties. On the final closure I was at least contacted by the ******* to explain he couldnt see my face over the web cam (how gracious of them to at least let me know) even though I could see my face perfectly clear on the little window provided for my face. I then offered to switch computers now that I at least knew what the issue was. He said sure, and then closed my exam for the third and final time 5 minutes later, preventing me from taking the exam again or getting a refund. So now I am filing a BBB complaint, I will leave a big one star review in as many places as I can, and am filing an appeal with ARDMS to get my money back. I am 40 years old, have two full time jobs, and a one year old child. Try to imagine what its like to take a whole day off that aligns with two jobs and child care only to have your test revoked when youve done everything correctly. And then told you cant have a refund.I will be petitioning ARDMS to initiate a new contract with a competing test coordinator since Pearson Vie is clearly incompetent.

  Business Response

  Date: 08/18/2022

  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: 08/18/2022

   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.

• Initial Complaint

  Date:07/26/2022

  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.

  On July 15, 2022, I took an online course (Comptia A+) which is a new requirement for my job employment. This test is actually a 2 part exam and I am referencing the first part that I took on this day. About 24 minutes into the allotted 90 minutes, the online ******* pops up a chat window and asks me to hold up my hand. I thought maybe they were having video issues and wanted to make *** they could see me move. The ******* then says that they see that i was wearing a watch (which was under my jacket sleeve and turned off) and immediately voids my exam and closes the window within about 30 seconds. I attempted to get further info from the *******, but they just closed the window. I called Pearson Vue to ask what needs to be done for me to retake the exam and they told me it was in their review department and it would take 3-5 days for a result. I don't know why it would even that long (option 1- they accuse me of cheating and i have to pay for a new exam , or option 2- they allow me to do a retake.) Regardless, I called them that next friday, which would have been 5 days later and they claimed they would need an additional 3-5 days. WHY??!!?? I looked at their rules they have listed on their own website, and I quote "You may not access unauthorized materials, i.e. mobile devices, watches..".etc. Key word is ACCESS. At no time did I "access" my watch. If I am unable to retake this exam before August 1st, I lose my job. I have called Pearson Vue several times, and each time I get someone with a broken foreign accent that I have to constantly ask to repeat themselves. So that doesn't help matters either. I firmly believe that these crooks are just sitting on this issue and taking the money that I paid with no intention of allowing me to retake the exam without paying AGAIN. I need this resolved ASAP!

  Business Response

  Date: 08/02/2022

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams.  Person VUE operates over ***** Authorized Test Centers.

  
  We appreciate the consumer reaching out to us to aid him in finding a resolution.  On July 28, 2022, Pearson VUE worked directly with the consumer and resolved the complaint via email.

  Pearson VUE, therefore, considers this matter resolved and respectfully requests that you close this complaint with a notation of timely response and proper handling of the underlying incident.

  Customer Answer

  Date: 08/02/2022

   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.

• Initial Complaint

  Date:07/22/2022

  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 is the only company that offers the tests required for licensing and endorsements for teachers in ********. The cost is not reasonable at all, all test start in the $120 range. When the test is complete, all multiple choice, a printout of results is given immediately after completion. I have used them before once and not had an issue. 7/21/2022 I took a test at a testing center near my home and was not provided those results. I need to know if I need to retake this test, what my standings are in relation to my career. Pearson is not cooperating with the employee at the testing center and when I called they told me that I am not allowed to call and said I shouldn't have that number. The service I paid for was not received.

  Business Response

  Date: 08/22/2022

  RE: Case ID ********
  
  Pearson VUE is a computer-based test delivery provider for information technology and professional licensure exams.  Pearson VUE operates over ***** Authorized Test Centers.
  
  The candidate in question completed the Middle Grades (5-8) Social Science exam on July 21, 2022.  Upon completion of the exam an Unofficial Score Report is typically printed and provided to the candidate.  On this date the test site was having difficulty printing out the Unofficial Score Report.  The site immediately created a Case with Pearson VUE, that resulted in the candidates Unofficial Score Report being emailed to the email address on file in her testing account later in the day,July 21, 2022.
  
  In addition, the candidates official score report for their July 21, 2022, Middle Grades (5-8) Social Science testing appointment was released on August 12, 2022, in accordance with the score release schedule for this exam.
  
  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:07/21/2022

  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 was unsuccessful and taking my exam scheduled with Pearson view due to technical issues on their end and was asked to restart my sessions three times. After the third time I was no longer able to take the exam because it was outside of the time.

  Business Response

  Date: 08/02/2022

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers. Per our records, while the candidate did have some technical difficulties initially, she was able to complete the exam. For any questions about this exam, she is welcome to contact us at https://home.pearsonvue.com/pegasystems/contact
  
  Pearson VUE therefore considers this matter resolved and respectfully requests that you close this complaint with notation of proper handling of the underlying incident.