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:11/18/2024

  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.

  Pearson is a testing facility that requires you to sign up and register for an exam. There are fields for a first name and last name and you're told to bring an acceptable form of ID that matches that name. As instructed, I arrived a half hour early on the day of my scheduled exam and was turned away for having a middle name shown on my passport. The representative did not even pull up my account, she just turned me away because it was apparently a big issue with two other people that tried testing recently who also had middle names on their ID's. I called the number I was given by the representative to discuss the issue. It ended up being the wrong number. When given the right number, I was on hold for 40 minutes before getting a representative that said I was supposed to put my middle name, with my first name, in the first name field and that they have a no refund policy. They wouldn't let me just put the info in and reschedule the exam. This is not made clear on their website as I was one of three people turned away for the same issue in just one week.

  Business Response

  Date: 11/19/2024

  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.

• Initial Complaint

  Date:11/08/2024

  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.

  Paid for an exam and they refused to let me take it. Also I was disconnected when I was signing in the exam

  Business Response

  Date: 11/11/2024

  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.

• Initial Complaint

  Date:11/07/2024

  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.

  ORDER#******** I am writing regarding a refund I requested for MyMathLab after dropping my course. I canceled my subscription 12 days after purchase, well within the 14-day refund policy. When I initially spoke with your associate, she assured me that the refund would be processed within 3-5 business days, and I took her word for it.However, a few weeks later, after checking my bank account, I still dont see any sign of the refund. I suspect the associate may not have processed it as promised, as I dont recognize any refunded amount in my recent transactions. This has been both disappointing and inconvenient, as I relied on the information provided by your team.Please process my refund immediately, as per your policy, and confirm once it has been issued to avoid any further delays.Thank you for your attention to this matter.

  Business Response

  Date: 11/15/2024

   I apologize that the customer has had issues with their refund of order# *****************. I'm issuing a refund in the amount of $106.61 on credit confirmation# 4127588.  The customer will be applied to the customer's account in about two business days.  Thank you. 

  Customer Answer

  Date: 11/15/2024

   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:10/31/2024

  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 scheduled to take the Security+ 601 exam through Pearson on 10/31/24. Check in went great but when the test started, it was in Spanish. I informed the ******* that I needed an English exam. Pearson revoked my test and now I have lost exam money and was not informed the test was in Spanish when it was originally in English when I reserved the spot. They act like I selected Spanish and I would have never selected that because I dont know Spanish. Now their website has been updated and the English selection has been removed looking like I selected Spanish. Why would I do that??? If I dont know Spanish and spent $400 to take the test. I want my voucher reinstated with an ENGLISH version whether it be for the 601 or 701 test. They need to make sure the BEFORE submitting the test to the candidate what version and language. They have taken $400 of my money for an exam that I need in English not Spanish.

  Business Response

  Date: 11/01/2024

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams.  Pearson VUE operates over ***** Authorized Test Centers.  According to our records the candidate had registered for the non-English version of the exam. A voucher has been issued to the candidate to retake the exam. The voucher was sent via email to the candidate. Pearson VUE therefore considers this matter resolved and respectfully requests to close this complaint with notation of proper handling of the underlying incident. 

  Customer Answer

  Date: 11/01/2024

   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:10/10/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to request a retest for my CompTIA certification exam, which was unfortunately interrupted due to an unforeseen incident during the check-in process. Before the exam, even began, my dog knocked over my computer cable. Rendering me unable to be on camera for 5-10 seconds during the check-in process. As this occurred during the check-in process, the exam had not yet officially started. Given the situation, I would like to inquire about the retake or having a refund issued to retake under these circumstances. The accident prevented starting the exam, and I am seeking a fair opportunity to reschedule based on these extenuating circumstances. The ask/request: Allow for a credit to retake the exam at no additional charge or issue a complete refund, and I will reschedule to take the exam.

  Business Response

  Date: 10/14/2024

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams.  Pearson VUE operates over ***** Authorized Test Centers.  Upon review of the candidate's case, the candidate completed their Greet and as soon as the exam was released the candidate stood up and left the entire view of the camera.  This is a policy violation once exam content is exhibited on the candidate's screen and therefore Pearson VUE had to revoke the session. The exam was revoked properly due to a policy violation.  Pearson VUE will be taking no further action on this matter and considers this matter resolved and respectfully requests that you close this complaint with notation of proper handling of the underlying incident. 

  Customer Answer

  Date: 10/21/2024

   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:10/02/2024

  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 subscribed to an extextbook on a monthly basis in September. I tried canceling in September to no avail. It very clearly stated that it could NOT be refunded after fourteen days, which was fine with me. I wasn't looking for a refund. However, I tried to cancel the subscription. They won't let me. They're forcing me to continue to subscribe to something I am not using. I dropped the class that the book pertains to. I also didn't receive any reminder or notification that a charge was forthcoming. I chatted with an agent online who said I'd get a response in 24 hours. I didn't. I called up on the 1st of October and spoke to two agents after waiting on hold for a half an hour. Neither could resolve the issue. I do not wish to continue to make monthly payments for an e textbook subscription I am not even accessing. This lack of transparency is wrong toward students and educators.

  Business Response

  Date: 10/07/2024

  Hello,  I am sorry about the issues with the Pearson Plus purchase.   Per our Terms of Condition all Pearson Plus subscription have a duration of 4 months.   This subscription is not linked to the customer course or classes the 4 months is mandatory.   The customer stated she was not aware of the TOC.  I received approval from management for a one-time cancelation and refund.   The customer should see the refund on their account in a few days.  Please let me know if you have any questions.  Thank you. 

  Customer Answer

  Date: 10/07/2024

   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:09/20/2024

  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'm writing to bring to your immediate attention a serious issue that occurred during my recent exam. After 90 minutes into the exam , despite visible video feeds and recording notifications, the ******* repeatedly relaunched the exam, stating they couldn't see me. This disruption happened 3-4 times and the final relaunch ended with the ******* abruptly ending the exam providing only a case number.I've found numerous similar complaints online, raising concerns about the proctoring service. This incident has caused me significant distress and financial concern, as they are now requesting additional payment from me to retake this exam. I respectfully request an urgent investigation into this matter.

  Business Response

  Date: 09/23/2024

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

• Initial Complaint

  Date:09/18/2024

  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 have to use Pearson, my math lab, to submit homework. You can use a free trial for 2 weeks. When you go to upgrade from the free trial, it gives you two options: enter the course code from an existing physical Pearson textbook that you purchased or purchase the code via online. When you go to purchase the code via online it shows the course/homework access with a 24-month ("multi-term access" is what they call it) e-textbook access for $150 & lists that it's their most popular option & the overall best value. It does not allow you to purchase a shorter term for cheaper, since it insinuated it is their best "option" so I spoke with customer ************** sent me a link that gives you the option for the single-term access for $84.99. I was unable to use the link & go that route due to my instructor closing the registration to the course, however I was still able to use the route that is upgrading from the free access for $150. I had my instructor reopen the course **************** am speaking with their customer support again today because you cannot find any other options (option to choose single-term for $84.99 or multi-term for $150) for the course registration on their website. I spoke with their customer support & the first ***** told me that the $150 option was the only one available. I told him to look into it further & he forwarded me to "the team who can possibly help me look for the subscription package I want" & I finally obtained the link to purchase their single-term access for $85. I go to purchase the single term & to check out, it has me input my course ********** to again, only give me the multi-term $150 option to access my course/homework. I report this to the customer support chat *********** tells me that the 18-week single-term access is not available due to not being compatible with my course. My course is 15.5 weeks long. They would not clarify as to why my course was not compatible with the single-term access.

  Business Response

  Date: 09/19/2024

  Hello  We are sorry the customer had issues purchasing the correct version of our MyLab and Mastering OLP.   I have contacted the customer and they were able to purchase the 18 week subscription.   I will forward this incident to our ************** team to see why the option was not available previously.   I am sorry about the inconvenience,  

• Initial Complaint

  Date:09/07/2024

  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 August 27th, I purchased an online textbook from Pearson for $56.10 without realizing it was already purchased for me on another website so I called Pearson to request a cancellation and refund. They told me that they would request a refund and that it would take 10 calendar days to show up in my account. On August 28th, I got an email saying that my refund was processed. 10 days later, on September 6th, I called to ask about the status of my refund and was told that it had only been 9 days. Today, on September 7th I called again and was given a couple generic responses saying that they didn't know why the credit team hadn't gotten back to them about whether or not the refund was received by ****** (my means of payment.) I asked for a timeframe and they said that they couldn't give me one regarding the credit team's response. I find it completely ridiculous that after giving such a long timeframe for a refund that was requested the same day of the purchase, they can't even honor the timeframe given to me at the beginning of the process. I'm a freshman in college and I don't have an income so I can't afford to throw almost 60 dollars into the wind and wait almost 2 weeks to get it back.

  Business Response

  Date: 09/12/2024

  Hello  I am so sorry that our customer's credit has not been applied to their account in a timely manner.   The refund was applied yesterday and the customer should see it on their ****** account now.   Please let me know if you have any questions.  Thank you. 

• Initial Complaint

  Date:09/02/2024

  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.

  9/2/2024 They refused my government issued paper ID. Then they refused any refunds. This company is simply a scam. A government issued ID should be sufficient for something like this. I have spent weeks studying for an exam and now have to wait for an ID that could take weeks to get here.

  Business Response

  Date: 09/03/2024

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