Complaints

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

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  Pearson Education

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

• 

  Pearson Education

  1313 Lone Oak Rd Eagan, MN 55121-1334

• 

  Pearson Vue

  36 Hemingway Dr Riverside, RI 02915

• 

  Pearson VUE

  530 E Swedesford Rd Valley Forge Office Center Wayne, PA 19087

• 

  Pearson VUE

  PO Box 8588 Philadelphia, PA 19101

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:06/04/2024

  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.

  BACKGROUD: I attempted to reschedule an Executive Assessment Test (policy states it is okay to reschedule up unitl the "time" of the test). The website blocked the reschedule and when attempted to call I was unable to reach anyone. I have phone records and voicemails. Because the test date passed, I filed a complaint with the BBB, Pearson Vue and protested the charge with my bank.A "manger" then called 2-3 days later and rescheduled my test to **** 8th.As an aside, I also scheduled a test on March 17th, that I cancelled and $250 was never refunded. CURRENTLY: I called today to reschedule as a family member fall ill and require heart surgery. When I attempted to reschedule 4 days prior to the test online it stated that I have needed to call to reschedule. Upon calling and speaking to 3 supervisors, they stated I had a block on my account due to the protest with the bank and that I would need to spend $350 to release the block AND spend an additional $350 to reschedule the test. If I decided to cancel it would be $350 to release the block and $100 to cancel based on "their" policies. After speaking to several supervisors to protest this (rather vehemently and after 3 hours), it was offered to cancel the test and reschedule with an ultimate fee of $250 for the entire transaction. Once transferred the person on the phone would not give me a date prior to payment information. When I pressed him on this he hung up on me. At the very least I was able to admit that they have recorded these conversations and I have a case #********. The 3rd supervisor that I have spoken to now is claiming, that in order to schedule/reschedule/cancel any tests I need to pay $350. (FOR THE 3rd TIME and I have bank records to prove this). He did state he would refund me $250 per test for a total of $500 provided I pay $350 first. They are essentially holding me hostage to now even cancel and re-register or reschedule this test. I am now considering legal action.

  Business Response

  Date: 06/14/2024

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams.  Pearson VUE operates over ***** Authorized Test Centers.  According to our records it appears the candidate did not recieve the reschedule promised to her exam on March 17, which was a no-show (registration ID **********.  The candidate paid for a second exam on June 8 and was not successful rescheduling it and therefore disputed the charge with her bank, resulting in a chargeback.  (Registration id **********.  The candidate restored the $350 and then was charged $100 to cancel the appointment which meant she received a credit of $250. Due to this we will provide a voucher that will provide a free EA exam registration and we also are requesting the $100 cancel fee for the June 8th appointment be credited to the candidate. The candidate may us voucher code:GMAE984D2836 when registering for the exam, the voucher code will expire December 31, 2024.  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:06/02/2024

  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 use their Q interactive service and pay monthly for each subject I use. In January and February i sent the money via check no issues. In March I sent the check again, but they said they never received it, so I paid online. In *****, I decided to pay online again and noticed there was a credit on the account for the double payment. I couldn't figure out how to use the credit and it was after calling hours so I paid for ***** and called the next day about the credit. They said they would send a refund via check and asked for my address ... case # ******** ... then I got conflicting emails and called again and was assured that the refund would be sent ... IT WAS NOT. So, ***'s bill came and there was still a $200+ credit in my account, so I called them back to have them credit my current bill, seeing as I never received my refund and they have my money. I called on 5/20/24 and was given a new reference # ********. They told me they were forwarding to cash application and credit team. 2 weeks later I get an email saying my account is going to collections even though there is more money credited in my account than what is owed. They refuse to let me speak to the person who can help and just provide me with false assurances that my money with be credited or refunded and nothing is happening other than me getting a summons to pay!

  Business Response

  Date: 06/03/2024

  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. 

  Customer Answer

  Date: 06/03/2024

   I am rejecting this response because:

  I was not attempting to take an exam.  I am a school psychologist that uses Q interactive to provide examinations to student (WISC-V, WIAT-4, KTEA, etc.).  I am billed monthly for the subtests I use.  There is a discrepancy on my account because I have overpaid one month (over $200).  I have contacted several agents on the account.  

  My customer account # *******

  Invoice Number 25328333

  Order number: 55005113

  I have a current case reference # ******** and a previous case reference number (dated in April 2024):  49282038.

  I called today and the #******** was referenced.  They have told me that they have forwarded this to be credited to the current bill, but it has been since APRIL 2024, and it has not been credited or refunded.

   

  
  

• Initial Complaint

  Date:05/21/2024

  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.

  Since the characters are limited, I have attached a document link detailing my complaint: ************************************************************************************************

  Business Response

  Date: 05/22/2024

  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. The consumer needs to attach their complaint and/or any supporting documents through the BBB; due to security Pearson VUE cannot open up documents shared from a ****** drive.  Thank you.

• Initial Complaint

  Date:05/20/2024

  Type:Billing 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.

  The customer ********************** is terrible. No one knows what to do and majority of time you get misinformation. I was charged double to take the exam and no one admits it or cares to resolve it. I took 2 exams and was charged $368 instead of $192. They play dumb to every questions and answer with other questions, incorrect information or silence. RIPOFF!!!

  Business Response

  Date: 05/21/2024

  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:05/10/2024

  Type:Billing 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 made a purchase on January 26, 2024 of $129.99 for an etextbook. Pearson did not charge my card until May 10, 2024. This caused my bank account to be overdrawn. When I reached out to Pearson, they had no resolution to this and no explanation as to why they waited 4 months to charge my card. This is appalling and a horrible way to conduct business. I will be dropping out of school now because I cannot continue to afford this. It is ridiculous.

  Business Response

  Date: 05/17/2024

  Hello We are sorry about the inconvenience.   The charge we made to the customer is for order number ****************** placed on January 27, 2024.  Due to a system issue we were not able to complete the transaction.  The issue was resolved recently and we were able to correctly charge their credit card on May 9, 2024.  We did confirm that this charge is not a duplicate charge or fraudulent.  Please let us know if you have any questions.  Thank you, 

  Customer Answer

  Date: 05/18/2024

   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 if they keep their word and warn customers before charging their cards 4 months after the fact.

  The Pearson representative stated on the phone she will be passing it up to management for them to warn customers about charges. When she had called, I'd just found a kitten in my car's hood and was preoccupied. Every other time they've called, I've been asleep. I explained to them over email that I work overnights and need email communication, but it made no difference in how they contacted me. They just immediately closed the case in the followup email. Then continued to call me during the day...
  

  I hate the monopoly Pearson has on textbooks; I would love to never use one of their books again. I despise businesses who operate it like their customers are not human beings.
  

• Initial Complaint

  Date:05/08/2024

  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.

  I returned a book and have not got my refund back . I have a statement from the company stating they received my book . Between my card company and the book company neither can help me get my money back .

  Business Response

  Date: 05/23/2024

   Customer returned Elementary Stats book in late Feb but never received credit.  Customer reached out to us on Feb 29th looking for status. Because there was no return authorization associated with the return credit was not issued.   We did further research and discovered the books in our unidentified returns stock and issued an adjusted credit on April 12, 2024.  
  
  
  Because of the delay the customer filed a claim with their bank.  ******** issued a charge back with accounts payable department.  This charge back was successful and the charge of $66.14 was reversed on March 30, 2024.  
  
  
  When we tried to apply the April adjusted credit it was denied because the charge was already reversed.   
  
  
  The customer confirmed that the reversal was applied to their account, but their bank claims that those funds were then returned back to Pearson.   Credit and ****************** found no record of the funds being returned back.
  
  
  I advised the customer that the refund for their returned book was applied to their account on March 30th.   If they can provide proof that the refund was funds were transmitted back to Pearson, then we can do further research.  Otherwise, we do not owe the customer additional credit.  Please let me know if you have any questions.  Thank you. 
  
  

• Initial Complaint

  Date:05/02/2024

  Type:Delivery 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 January 12 I purchased a voucher for the CompTIA A+ exam. I registered for the exam and arrived at the testing center at 11:49 am for a noon exam. I was told at the testing center that Person vue was having a global outage. I was told to wait 30 minutes and I had the option to reschedule.I was told to contact Pearson Vue, which I did.I was told to attempt to re-register tomorrow. when I attempted to register I found out my voucher was categorized as used. My order number is *******, and my voucher code is CMMA550F626D.

  Business Response

  Date: 05/13/2024

  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 this matter has been resolved. Unfortunately there was a global outage that occurred on 5/1/24 which impacted this candidate and use of their voucher. Due the outage, another voucher was issued to the candidate via email, in which they have already used to schedule a new appointment at the same test center.  Pearson VUE therefore considers this matter resolved and respectfully requests that you close this complaint with notation of proper handling of the underlying incident. 

• Initial Complaint

  Date:04/26/2024

  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 have been and am scheduled to take an online Executive Assessment test with Pearson Vue Candidate:**** ********************* Candidate ID:?************?Registration ************ Date:?Friday, April 26, 2024?Time:?02:00 PM Eastern Daylight Time??I am attempting to reschedule prior to the exam and advertise you are able to reschedule up to the time of the exam. I have attemped online and am unable as the reschedule button is greyed-out. I called (which then charges a 10$ fee) and was told several times I was calling the wrong department despite confirming the correct number. When transferred to a different number to prompt hangs up on me. I have attempted this several times. I would like my money refunded at this point.

  Business Response

  Date: 04/30/2024

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams.  Pearson VUE operates over ***** Authorized Test Centers.  We have reached out the candidate to reschedule their no-show EA Online exam without any additional fees and worked with the candidate to schedule on a date and time that works for them.  Pearson VUE therefore considers this matter resolved and respectfully requests that you close this complaint with notation of proper handling of the underlying incident. 

• Initial Complaint

  Date:04/19/2024

  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.

  we purchased books from them. we were told that we could return the unused books with no restock fee as long as the books were in the same condition as they were sent. we did this. It took them a 7 months to get us our refund. I had to call every week to two weeks that lasted several hours because they would tell me they were working on it and they would get back to me and give me a time frame but would never respond. Now they are sending us a restocking fee. I have had many conversations with their employees and every time it takes about 2 hours or more on the phone and we get no where with them and its starting the same go around again.

  Business Response

  Date: 04/29/2024

  Hello,

  I deeply apologize for the issues you encountered when requesting your return refund check. I am happy to confirm that the refund check has been sent and confirmed as received on your end. I was also able to waive the restocking fee that was charged to your account. 

  Please reach out if you have further concerns.

  Customer Answer

  Date: 04/29/2024

   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:04/18/2024

  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 4/11/2024, my girlfriend had a GED test scheduled for 3:15. We signed in at 2:45, The moment we were allowed to access the test. At 3:02 she was told by the ******* that she had to reschedule because she was out of time clearing miscellaneous items off MY desk. The only item that matched her comment was a pair of sunglasses and two flight sticks, which were out of arms reach AND unplugged. She had the gall to tell her she would give her more time if needed, then tell her she was out of time before the 2 minutes she originally gave her was even up. What is the point in signing on 30 minutes early to make sure we're ready if we're going to have someone tell her that she can't take the test when she still has 15 minutes before the test is supposed to start? The ******* told my girlfriend that she would get a retest, but never sent the information for the retest.

  Business Response

  Date: 04/26/2024

  GED Testing Service LLC is a joint venture of NCS Pearson, Inc. and the **************** on Education. Pearson Education is an affiliate company of GED Testing Service LLC (GED Testing Service or ***TS). NCS Pearson, *** is the parent company of both entities. GED Testing Service is the owner of the well-known *** test,the four-subject high school equivalency exam that is nationally and internationally accepted by colleges and employers. Individuals must pass each of the four (4) content area tests with a score of ************************************************************************************************************************* which they achieved the passing scores on all four tests (*** Diploma).  Due to privacy issues we cannot share any personal or testing information to a third party, such as the candidate's partner. We encourage the candidate to contact customer ********************** to reschedule their exam and to resolve their issues. GED Testing Service therefore considers this matter resolved and respectfully requests that you close this complaint with notation of timely response and proper handling of the underlying incident.