Correspondence Schools
Pearson EducationHeadquarters
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Complaints
This profile includes complaints for Pearson Education's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 335 total complaints in the last 3 years.
- 108 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/15/2024
Type:Service or Repair IssuesStatus: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 used Pearson Vue to register for a licensure test which is required by my state to be licensed as a Professional Counselor. I had no other choice besides using Pearsons services. I paid for the exam and successfully registered to take it online on Friday April 12th at 8am. I followed all technology instructions to setup and checked in at 715am. The OnVue software which Pearson Vue uses to administer the exam froze during on part of the preparation and I restarted it 3 times. My computer was fine and the connection because those had both been checked. I called the customer ********************** number and was transferred to someone who could not help me resolve the problem. Thus a technological ticket was provided. So I was unable to take a professional licensure exam that I need to apply for a license. I proceeded to be on the phone for 1 hour and 45 minutes with the call center to reschedule the exam as soon as possible. They would not reschedule telling me I had to wait 24 hours for it to register as a no show but after speaking to four people the last one shared the ticket number and guaranteed I would be able to call on Monday morning, since they are closed Saturday and Sunday, and reschedule my exam. I called today, Monday, and was on the phone for 55 minutes again and this time was told I have to wait 3 business days to have the IT ticket resolved to see if they make an exception to my no-show and reschedule the exam. Otherwise I have to pay another $275 and wait three months to reschedule an exam I never got the opportunity to take be used their software froze.Business Response
Date: 04/17/2024
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 was unable to connect to OnVUE due to a BrowserLock issue. The candidate was receiving an error that open programs were preventing the connection, however the candidate was unable to determine what program was causing the problem, which caused the appointment to go into "no show" state. Pearson VUE has cancelled the "no show" and due to the cancellation the candidate is now free to reschedule. 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:04/15/2024
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My pc was in perfect working order and then it wasnt once they forced me to close apps that had nothing to do with their testing. Now they have resceduled my exam and I am forced to make furthur arrangements.Business Response
Date: 04/17/2024
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:04/12/2024
Type:Service or Repair IssuesStatus:UnansweredMore 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.
Pearsons vue had a monopoly on Ged testing and exams, this needs to be rectified ASAP. They are a scam this is not the first time that this company has done this to me. This is how they get your money and s**** you. You go online and want to take the exam you need they make you run a system test, so you can pay for the test and schedual a week later. Then when its actually time to take the test you have to run a system test to jump through the rest of there hoops. 11:15 test 12:15 I am logging in and now my new compute rwith nothing on it and a new router. Purchased for this reason only because they did this to me before. You try to take the exam and everything is A OK UNTILL ITS REALLY TIME. BESIDES TERRIBLE CUSTOMER ********************** FROM PEOPLE WHO BARELY SPEAK ENGLISH .It doesnt work again after 45 min clock ticking no test on screen. 45 min trying to talk to someone and finally get a supervisor to walk ya through what ever there problem is you get some jerk who scrambles the screen without even putting the test up. Ant races really. So call customer ********************** back , get a call from them on other line supervisor helping me get my test online, I had to get out of the chair to get phone because cant have it near you. Hes walking me through getting back to testing, it pops up now im 17 in que for taking my test i tell him i have to get my charger because my phone is going to die, Test comes on I hang up and dont even answer the first question some guy who needs to be fired asks me if i left my chair I explain well yes i needed ........... why whats the problem 17 in que on the phone with his supervisor. He turns off my test I get a pop up telling me its cancelled no refund. THIS IS REDICULOUS I think we need a lawsuit. Class action this can not continue, the department of education can not allow this to continue there has to be more options for testing. Someone is getting rich off ripping people off ,who are trying to get an education and they are allowing this to happen.Initial Complaint
Date:04/10/2024
Type:Sales and Advertising IssuesStatus: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.
PTCB and Pearson Vue Do not offer refunds for Online ******* Examines they refuse without working with customers to address causes. I can forward email chains for clarification. Both have a no refund policy for non compliance with guidelines that one has to consent to take a test.Business Response
Date: 04/11/2024
Pearson VUE requests the complainant to provide more context around the issues they encountered while taking their exam so we may research internally and respond appropriately to the complaint.Initial Complaint
Date:04/03/2024
Type:Product IssuesStatus: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 am a full time college student, and I have two e-text books with Pearson Education. One of the books I have (Human Diseases), have different answers from the hard copy of that same book that my professor have. I did not notice the discrepancy until it was time for us to take a test. I have gotten multiple questions on multiple tests wrong because of the e-text version of the book. I have passed my 14 days refund or return policy, which I was not aware of, and now they cannot send me a hard copy for free because of this, and they cannot cancel my subscription. So now I will continue to be charged for the wrong answers. I am a Nursing student, and having the right information is imperative. This has happened in more than one Chapter of this book, and now I cannot use it. I do not think it is fair to me to still have to pay for misinformation. I did not use my financial aide for this book, I am paying out of pocket. I am asking them for the hard copy for free, and they said they cannot do that or give me a refund.Business Response
Date: 04/12/2024
Hello We are sorry you received a defective Pearson eText. I've issued a refund for your subscription in the amount of $35.16 and you should see it reflected in your statement in about 5 business days. Please let me know if you have any questions and thank you for your patience.Initial Complaint
Date:03/25/2024
Type:Product IssuesStatus: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 went to write the *** core test that Id paid for. However, when I arrived I was told that since my middle name wasnt in the computer, I wouldnt be able to.The worker told me not to worry and created a case number for me.Over the next few days I tried to reach someone in the company who could help me rebook the test. Every number I called led me to another department where Id eventually get hung up on.Customer ********************** is non-existent with this company.In the end I was only able to contact their chat bot which told me Id have to pay again, even though the woman told me shed created a case number and it would be fine.At this point Id just like a refund since I never got to write the test which I paid for.Business Response
Date: 04/05/2024
Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers. Per the *** testing policy the candidate was correctly turned away due to the middle name missing from the registration. The name discrepancy has been corrected and we encourage the candidate to contact customer ********************** to reschedule their exam. 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:03/25/2024
Type:Service or Repair IssuesStatus: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 recently paid $200 for the ***** RN exam through Pearson VUE/NCSBN. I started the exam on 3/15 and completed it on 3/16. Their website advises you that you can get your exam results within 48 for $7.95. It has been 11 days and still no exam results. I called customer ********************** and was transferred around and told to call the nursing board or call the testing accommodation ***** Which both companies stated my results can only come from Pearson Vue. I called today and was advised that my account was placed on hold for investigation for anything irregular. They refuse to give me why they are investigating and a time frame. Every person I speak to can not speak clear English and they keep transferring around. I was on hold for over 4 hours as they transferred to so called supervisor/ manager that just repeated what the previous person said. I paid for my exam and should be able to get my results. If something went wrong during my exam or any issues they should be able to give me a time frame. **************** of ***** Boards of Nursing (NCSBN)*********************** *************************************************************************Business Response
Date: 04/01/2024
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's results have been released. 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:03/25/2024
Type:Service or Repair IssuesStatus: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 go online on Sunday 3/24/2024 to reschedule my Fl real estate exam which I found that I had no access to my account. I attempted several times requesting a new password with no email being sent. When called I was prompted to contact the offices on Monday as they were closed. Calling Monday morning I was still not helped and told to let just allow test to cancel and repay. I do not have the money to spend to have test just cancelled when I am asking to simply have it rescheduled. A representative by the name of ****** would not allow me to speak and when transfer to another associate he also was unable to assist just asking to update my user name. I am needing my test rescheduled not my username updated. This has been beyond frustrating dealing with Pearson vue and the run around.Business Response
Date: 04/24/2024
Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers. After an extensive review, Pearson VUE was not able to locate any recent phone calls from the candidate to our Regulatory ****************************** for assistance. Further, we are unable to identify what Pearson VUE number the candidate was calling to get these incorrect directions/explanations. We have found file case number ******** for the candidate for the FL *********** exam on August 24, 2023, however the candidate was not able to sit for the exam due to a family emergency. At that time a voucher was issued to candidate via email to reschedule their exam. We have no record of contact found after that case was opened. We encourage the candidate to contact Pearson VUE customer ********************** to schedule their exam. 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:02/29/2024
Type:Product IssuesStatus: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 BBB assisted me with getting my refund from them of money that they never should have collected from me. all educator tests in the ******************* have had their fees waived because the governor signed a bill to cover the fees until the $24,000,000 runs out. I took the performance portion of the test again on February 3, 2024 and the results were supposed to be released on February 28, 2024 at 10:00pm. My results were denied because they said I had an unpaid balance. They retaliated because I made a complaint about their unsavory practices that were founded. I recieved a bogus email on February 12, 2024 that they could not ***** me an exception and I called immediately to advise that I had not asked for any exceptions. I also emailed. They did not respond and an agent on the phone advised that it was procedural protocol that was initiated by the testing location because I had a bathroom break.This is retaliatory and I am concerned about ever being able to get a fair score knowing that I have been black balled by this company. They are crooks.Business Response
Date: 03/04/2024
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: 03/04/2024
I am rejecting this response because:
I took the test on 02/03/2024. Once they became aware that I am vocal they recanted every lie told and released a failing score. This is a cruel grab for money. They are failing minorities on this exam at an alarming rate and it is a discriminatory practice aimed at getting as much of the $24,000,000 as possible at someone else's expense. It has been a very dishonest exchange and I do not believe anything this company says. Listen to the recordings of all of the different information that I was given. There is a disparity between blacks who achieve a passing score and mainstream test takers and I got caught up in the systemic ways that this cheating company defrauds the government.I need a review of my scores. They lied and said that there was an anomaly and that I would have to take the test again and they opened up a new testing window. After I provided the email that stated that my test had been manually reviewed, they returned with a failing score for a very solidly written response. That way they get another $300 out of the pot. This will be my third time taking this assessment and I paid for Teacher's Test Prep which guarantees passing. This is a scam. It deserves news attention.
Business Response
Date: 03/05/2024
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: 03/05/2024
I am rejecting this response because:
They have not specified what information they need. It is all customary for how they defraud high stakes test takers. Please let me know, specifically, what you need.Initial Complaint
Date:02/14/2024
Type:Service or Repair IssuesStatus: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 called Pearson Vue to ask if I needed a waiver for my ******** real estate test. I was told I didnt need one and not to worry about it. I walked in to take my exam and it said I needed to take the National exam. I did not study for that particular exam so I chose to leave after having the test center manager open a case. I was told I would receive a voucher when I called and spoke to employee ******* but I would need to wait until tomorrow. I called two days later and spoke to an older gentleman and he told me to call back Wednesday of next week. My waiver was denied. I was told I needed to get my phone records to have a supervisor listen to my call. I am in the process of getting my phone records from the company. I have my waiver now but i would like a voucher or refund considering I am on audio and video not even opening my national exam. Had I known this would be a problem I would have taken the National exam not the state exam.Business Response
Date: 02/23/2024
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 reviews of the calls with the candidate we were unable to locate a call where the candidate inquired about the waiver. A confirmation notice was sent to the candidate upon scheduling their exam appointment. In that confirmation it addresses waivers and provides a link to request the waiver; it states: "*Reciprocity Candidates may test if licensed in another state (for the same profession). If you qualify for a waiver of the national part, please be sure to review the procedures for requesting a waiver on the Pearson VUE web page: ***********************************************************************************************." The candidates request for a refund is denied as well as issuing a voucher for the candidate to re-test free of charge. 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: 02/23/2024
I am rejecting this response because:
I clearly brought up the waiver issue. I am not paying 85 dollars when I did not open the exam. I do not understand why they will not work with me. I have worked to get my phone records and i can go through my calls to find out when I called.Business Response
Date: 03/05/2024
Pearson VUE's position remains the same, however as a courtesy Pearson VUE will offer the candidate a voucher to reschedule the exam at no additional charge. The candidate is encouraged to contact customer ********************** to reschedule the exam. Pearson VUE therefore considers this matter resolved and respectfully requests that you close this complaint with notation of proper handling of the underlying incident.
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