Complaints

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

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• 

  Pearson Education

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

• 

  Pearson VUE

  PO Box 822749 Philadelphia, PA 19182

• 

  Pearson VUE

  8201 Corporate Dr Ste 400 Suite 400 Landover, MD 20785

• 

  Pearson Professional Centers-Indianapolis

  2629 Waterfront Parkway East Dr Ste 100 Indianapolis, IN 46214

• 

  Pearson Vue

  9102 N Meridian St Ste 170 Indianapolis, IN 46260

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

• Initial Complaint

  Date:08/27/2024

  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.

  Date of transaction January 21, 2023 paid $392.00 to Pearson Vue for SYO-601 COMPTIA Security + Exam. The contract allowed a cancellation up to 48 hours prior to taking the exam. No stipulation on time constraints. I signed to take the exam July 31, 2024 but decided to cancel on July 12, 2024. Pearson Vue provided me with an email confirming the order was cancelled and the amount of $392.00 to be credited. This Invoice Number is **************. I've made over eight phone calls speaking with various personnel that insist on having my **************** card number for credit issuance stating the ** is not accepting the credit. I phoned ** and they confirmed that this is completely erroneous with a reminder of possible fraud.

  Business Response

  Date: 09/04/2024

  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 booked a registration for the SY0-601 exam themselves on 1/11/2023 and paid using their **************** credit card. The candidate then rescheduled their appointment almost 20 times before they ultimately canceled their registration themselves on 7/16/24.  Once a cancellation occurs this triggers an automatic refund on Pearson VUE's end that is then between the candidate and the credit card company to resolve. As the candidate canceled the registration themselves and that triggered the automatic refund on Pearson VUE's end, the candidate will need to work their credit card company with any disputes and why they haven't received their refund. This is an issue between the candidate and the financial institution, not 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. 

  Customer Answer

  Date: 09/04/2024

   I am rejecting this response because:
  I contacted **************** on three occasions. The credit card company confirmed my account number, which I conveyed to to **********************; account number, security code and expiration date. Pearson, through some agency located in **********, confirmed several times that they have the ** number and funds will appear in the account 7-10 business days. These conversations and confirmation was recorded. And if Pearson had an issue with the **************** card and none acceptance, which ** representative via my phone correspondence claimed that ** would hardly ever reject funds, why not contact me? Why not offer another form of payment? 

  Appropriate timing of cancellation was made and a contractual stipulation that funds would immediately be redeemed. Pearson has not honred that agreement. Please advise next steps. Thank you. 

  Regards,

  ********************;

  69116982B2B2C

   

   

   

  
  

• Initial Complaint

  Date:08/24/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 Thursday August 22 2024 i attempted to login in to one of my courses and was supposed to have temporary access to the class for 14 days. I called customer ********************** to see what can be done about this and was told that it had to be escalated to higher support. So it was. Then yesterday at 1:19 pm central standard time, I called support again due to the same issue with another class, and was told that since i already had a case open, that i needed to wait for higher support to fix the issue and I explained that I could not wait any longer as I am on academic i dont know the word but basically if I don't participate and pass the class from the beginning i would be kicked out of college. So then asked to talk to a supervisor to see if there was anything that they could do, and when I got connected with the supervisor I told them that I could not wait i need to get into the class so i don't get kicked out, and I was told "Don't worry I promise you they will get it taken care of right away that you don't need to worry I promise you rest assured I promise you they will get right too it and get it taken care of" Well here it is Saturday night still haven't been able to gain access to the class to complete my assignments, they are due tomorrow your closed over the weekend, I have to show by Monday morning that I participated in the class and completed my assignments but I wont be able to so something needs to be done about this. the supposed case number is Case Number ********

  Business Response

  Date: 08/26/2024

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

  Customer Answer

  Date: 08/26/2024

   I am rejecting this response because:
  
  I am not rejecting response I'm simply responding.  The class is for Math 220p elements of statistics and Bus 223 Business Statistics 

• Initial Complaint

  Date:08/23/2024

  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 was required by my employer to take a PA Notary Public exam as it would be beneficial in my line of work. I took the 3 hour long course, filled out the application, got approved and was set to take the exam. The first time I tried to take the exam, a portion of their proctored website to ensure honesty and no cheating failed. I was stuck on the same screen for an hour. I finally tried on my work desktop computer and it worked. I was ready to take the exam. The day came and I began my check in and had to take 45 minutes out of my work day to be held in a waiting room until the ******* finally got to me. I was required to take pictures of my testing space and send them in. Then the *******, who was extremely rude and unprofessional asked me to lift up my desktop computer to show her my space. I couldn't do this as my computer was hardwired to the desktop and also 25 lbs. So she KICKED ME OUT OF THE **** I PAID FOR. Despite this, I rescheduled my exam and again, the day of the exam, the same website failed; I tried on 3 different computers and I was unable to take my exam because of their lack of a functioning platform. Customer ********************** was unhelpful as they just show niceties like I'm sorry for the inconvenience. And guess what, I'm no closer to being a notary public thanks to Pearson VUE. DO NOT TAKE AN **** THROUGH THEM. They have some serious issues to get worked out there.

  Business Response

  Date: 08/29/2024

  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 exam on July 9th the session was revoked as the candidate was unable to show their work area which is a requirement as outlined in the testing policy.  The candidate then rescheduled the exam for August 1. Unfortunately, on August 1 the exam was revoked as the candidate wasn't able to pass the secure browser test, which is also outlined the testing policy. A refund has been issued to the candidate for both sessions. It is suggested the candidate carefully review the testing policy prior to taking their  exam to avoid any further disruptions, and if they have any concerns or questions to contact customer **********************.  ********************** 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:08/14/2024

  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 took the *** exam through PearsonVue the first time, and was kicked out of the session and failed the exam because I followed the directions and left the camera view before the exam downloaded. I then took the exam a second time through Pearson Vue. This time, I found out there are three breaks during the 270 minute test. I reached the first break, and the dialogue box says you are permitted to leave the camera view. The next dialogue box says all exam rules still apply. One of the exam rules is you cannot leave the camera view. Since I already was previously kicked out of a session for following their rules, I hit the chat button to speak to the ******* about this contradiction. There was no response. I spent the entirety of my break, and about 15 additional minutes, continually hitting the chat button. After roughly 100 attempts, the ******* finally responded to explain their contradictory instructions. By this time, I was extremely frustrated, had trouble focusing, and had to rush to complete the rest of the exam within the allotted time. I was unable to complete the exam, and failed. My scores in the first section, when I was not disrupted by PearsonVue, were much higher than the final 2 sections, and I believe I would have passed if PearsonVue had clear instructions or a responsive *******. Obviously, both of these things are expected, but PearsonVue cannot accomplish either of them. For the 6 hours wasted, the weeks lost, and the unnecessary stress, I believe my test fee should be refunded, and the retest fee should be waived, so I can finally take the test knowing what the procedures, rules, and guidelines are.

  Business Response

  Date: 08/26/2024

  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 raised their hand over 125 times in a span of their 10 min break and shortly after the break. The ******* should have addressed the candidate sooner, and that is being addressed internally. PMI collects exams fees from candidates, so if the candidate has a question about these fees, they will need to contact PMI.  PMI has sent over a new exam authorization that will allow the candidate to schedule a new appointment at no additional cost. The candidate can do this at any time.
  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: 08/26/2024

   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:08/08/2024

  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.

  Pearson Vue is a monopoly. They provide testing for major boards and stand between persons gaining their professional credentials. The issue is, if Pearson Vue does not provide fair and non-discriminatory practices, candidates have no other options or alternatives to testing. Additionally, Pearson discriminates against persons with disabilities. Pearson requires persons with disabilities to follow a harsher and more vulnerable process than persons without a disability of accommodation.

  Business Response

  Date: 08/08/2024

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

• Initial Complaint

  Date:08/06/2024

  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.

  I attempted to take an online proctored exam on 8/2/2024 at 8:30 am GMT+8 time. The ******* for the exam closed my exam and accused me of having a proxy sit in for the exam. I was personally sitting for the exam without any other person in the apartment. I took a picture of myself and uploaded pictures of my drivers license issued by the State of *********. Pearson has repeatedly hung up on me while I try to resolve this issue and reported to ********************************** that I violated their rules without ever actually investigating the issue.I received an email on 8/6/2024 from a ********************** At Pearson claiming they were told that I was unable to attend and that I need to pay for and reschedule my exam. This email came hours after a supervisor, ****, advised that I needed to wait 2-3 business days for the case to be resolved.Pearson VUE has not once given me the opportunity to offer additional evidence, of which I have an abundance, that I was, in fact, the person sitting for the exam. I have even offered taking an *** fingerprint scan for identity verification and they still have not given me any assistance. I am considering pursuing legal action for damages as this has caused an immense amount of stress, has used up PTO days, and has caused depressive episodes. All of the customer ********************** agents I have spoken to have been rude and refused to help me.

  Business Response

  Date: 08/15/2024

  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 matter, the candidate attempted to take a PMI exam via OnVue and the candidate's session was flagged for an ** address from ***** and the exam session was revoked per security protocol. Per PMI, Pearson VUE is not offering PMI exams to be taken from ***** at physical test centers or online via OnVue. Pearson VUE Security confirmed the ** addresses associated with the candidates registration were from ******  If the candidate is indeed in *****, they should contact PMI to discuss options for testing.  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:07/29/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 a reviewer for a Pearson test product. We were offered a compensation for our work. In the Pearson payment portal there was an entry for how many days we worked on reviewing the math problems before the two day group meeting. We were each paid $225 per day for the group meeting and $225 for the for our personal review of the math problems. There were approximately 150 math problems that we had to review and It took me three days to review them. When discussing things with the other teachers, I found out this was not an unusual number of days for the review. In the Pearson payment portal, I put in three days for my time reviewing the math problems and it showed a total of $1125 for the compensation. I sent an email to our Pearson contact person, ******************** and he responded that Pearson never gave out more than $225 for the math review personal math review, no matter how long it took for the review. I am seeking the payment of two workdays for the math review problems. The total is $450.

  Business Response

  Date: 08/20/2024

  In response to complaint #********.  ********************** was selected to participate in an item review of test items for the assessments delivered by Pearson on behalf of the North Dakota Department of Education.  In our May 8, 2024 invitation to all participants, Pearson was clear in indicating that all participants would be compensated for their participation as follows: 
  $225 for any time spent on pre-work prior to the meetings 
  $225 per day for virtual meetings (which occurred on 6/17/24 and 6/18/24) 
  $110 for substitute teacher pay reimbursement, if necessary 
  
  Our records indicate that ********************** participated in the scheduled meetings on June 17th and 18th.  ********************** was paid $675 for his time ($225 for pre-work and $450 for the two days of virtual meetings).  At no time did Pearson indicate that any more than $225 total would be paid for pre-work prior to the virtual meetings.   Except for any participant who required substitute pay reimbursement, no participant was paid more than $675 for these meetings. 
  Pearson values the participation of educators in the review of test items.  We are grateful for Mr. ********** participation, and believe that we have provided full compensation for his time spent on these meetings. We have communicated this same information to **********************.  Pearson 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: 08/20/2024

   I am rejecting this response because:
  

  Pearson's response is inaccurate.  "In response to complaint #********.  ********************** was selected to participate in an item review of test items for the assessments delivered by Pearson on behalf of the North Dakota Department of Education.  In our May 8, 2024 invitation to all participants, Pearson was clear in indicating that all participants would be compensated for their participation as follows:  $225 for any time spent on pre-work prior to the meetings;  $225 per day for virtual meetings (which occurred on 6/17/24 and 6/18/24)"

  I do not recall exactly what was on Pearson's invitation that was sent out.  On the Pearson Pay Portal, accessed after the meeting, there was a selection for 'number of days' spent on prework.  I put in three days, which was the time I spent in reviewing the 150+ test items prior to our two-day meeting.   After putting in three days for my prework, the Pay Portal automatically added the amount for the meeting, showing a total of $1125.  This is what I expected in compensation.  The amount of daily work at the meetings ($225), is approximately equivalent to one day of time spent reviewing the test items.  With each test item, we had to spend research the standard and grade level information on each one in order to do a good job.  I do not know if any of this was an error on Pearson's part.  I did not think it was necessary to take a screenshot of the Pay Portal as I expected Pearson would honor any compensation for work that was done for them.  I have already received $675 from Pearson.  I would like them to send the remaining $450 for the two extra days of prework completed.

  ***********************************

  
  

• Initial Complaint

  Date:07/20/2024

  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 scheduled a time to take the OnVue exam for pmp certification. After being screened by an online *******, the software says you have two minutes for the exam to load. I went to the restroom, because the exam takes 270 minutes. I came back, opened the exam, answered the introductory questions, began the exam, and about five minutes later was kicked out because I left the view of the webcam. There was no one to discuss anything with. I used the chat bot and they said they could do nothing. My time slot was still available to let me start the exam again, but they wouldn't permit it.

  Business Response

  Date: 07/24/2024

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams.  Pearson VUE operates over ***** Authorized Test Centers.  The candidate left the webcam view and upon his return stated he used the restroom. The ******* correctly revoked the candidate's exam session due to leaving the webcam view.  Per Pearson VUE's policy once an exam has been released, the candidate is not allowed to leave the webcam view except during a scheduled break. After review of the matter, Pearson VUE has received a new exam authorization from PMI and the candidate can schedule a new appointment at their convivence at no additional cost.  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: 07/24/2024

   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:07/10/2024

  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.

  Lying about receiving payment, insulting & threatening

  Business Response

  Date: 07/12/2024

  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:07/09/2024

  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.

  Pearson bye refuses to give refunds even when the buyer contract isnt completed. If services arent rendered, the buyer contract isnt applicable because the construct has no legal standing without rendered services. Therefore their entire no refund policy for no shows or untaken exams has no legal standing per basic contract law and federal consumer laws. Id like them to remove it from their operations because they know its not legal. My services were not rendered and I was refused a refund. The business took my money and then refused to render services for reasons not mentioned in the buyers contract. Violating the whole contract.

  Business Response

  Date: 07/10/2024

  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.