ComplaintsforPearson Education

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Lying about receiving payment, insulting & threatening

  Business response

  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

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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. 

• Initial Complaint

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled an exam with PearsonVue. They contract out all the proctors to other countries so their are cultural differences in how issues are met and dealt with, and I understand that. But when the ********* have the ability to disconnect a session at will makes them untouchable gods while it ruins the test taker's entire day, week, career. There is no oversight. They could disconnect simply because they were annoyed. Everything was fine until the ******* locked my screen to take the exam. When he did that, it created an large object on my screen which made it impossible to see most of the test question. I waved my hands and yelled to get the ********* attention, but the ******* never came. I tried to open the chat but it would not open. I stepped away hoping it would get their attention, which worked. The ******* asked, "You stepped away, are you done with your exam?" I yelled and waved and shook my head indicating I was not done, but rather needed assistance. The ******* closed the chat without further contact. There was no way for me to proceed without clear the artifact off my screen so that I could read the question, and I needed the ********* help with this technical issue. I continued to yell and wave my hands but could not get his attention. Finally, I stepped away again hoping he would bring the chat back up, but instead he terminated the exam for violating test taking policy. THE WORST!What make it even worse is they marked it as as a "fail" instead of just opening the voice chat and asking me if I needed assistance, they closed the exam which failed me. Now I cannot take the exam for another 8 days! I needed this done by Monday, and this was Saturday. My complaint is against the unprofessionalism of the ******* and his inattentiveness and blatant disregard for his test taker who paid a lot of money to take this exam. My complaint is also against PearsonVue for not have support available to test takers during the times they provide the tests.

  Business response

  07/08/2024

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

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 25th at 6:30pm I was scheduled to take the CompTIA Network+ exam, proctored by Pearson via their OnVUE ******* software. I checked in 20 minutes prior to my start time. 10 minutes post my scheduled start time I was prompted to reschedule if needed. I opted to seeing as I far into their queue process. It took 45 minutes to connect with someone via live chat, but I was able to reschedule. I rescheduled for June 26th at 12:30pm in hopes to have a reasonable wait time. The day after downloading the latest version of their software I began to lose control over my laptop. Someone had gained access to my device and was controlling it and downloading malicious software such as an IP scanner. I cannot definitively say it was Pearsons software that cause this, but after further research Ive become aware that others have had similar issues. This caused me to have to factory reset my device, losing photos, files, etc. and I had to reschedule my exam again. I rescheduled for Saturday June 29th at 9am. Saturday, June 29th I checked in for my exam 10 minutes prior to the start time. Pearson states that the exam rules apply as soon as you check in, meaning that you cannot move from camera view, you cant be on any device, etc. At this time I was even higher in the queue than previous experiences. Roughly 10 minutes after the 9am start time I was prompted to reschedule if I wanted to. I tried again to connect with someone via live chat. Over an hour had passed without contact before I had to disconnect from the ******* software due to the fact I wouldnt have enough time to start my exam and complete it before I had to leave the space I was borrowing in order to take the exam. Pearsons chat option on their website states they were replying in under 3 minutes each time I tried to connect with them. I am requesting a refund of my voucher to be able to take the exam in person at a testing center due to Pearsons inability to appropriately manage testing capacity.

  Business response

  07/09/2024

  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 our records, the OnVUE system was experiencing technical issues during the time the candidate took their exam.  Due to the technical issues Pearson VUE has canceled the candidates no show registration and reinstated their voucher they used for payment for the original registration. The candidate can now use that voucher again to schedule another appointment.   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

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was supposed to take my Comptia Security + certification exam with Pearson Vue at 6:45 am PDT , remotely from my computer.To start with, PearsonVue kept me waiting for 90 minutes from the appointment time before I was allowed to take my exam. My exam had issues as the bottom bar of my screen was blocking out the exam questions. I reported this issue multiple times to the ******* who restarted my exam multiple times. During the last restart of my exam, the ******* falsely accused me of leaving the examination room where I was taking the test.I am asking PearsonVue to either reschedule my exam to an onsite location or refund me. Thank you. Please see details of this exam product below Appointment Details Order Number: ?************** ?Exam:SY0-601 - CompTIA Security+ Certification Exam - English (ENU) Candidate:*************************** Candidate ID:?****************?Registration ************ Date:?Thursday, June 27, 2024?Time:?06:45 AM Pacific Daylight Time??Appointment Length:?135? Minutes?System test:?Test your system?Exam check-in: ?Check in to start exam??Check-in begins 30 minutes prior to the appointment time or, sign into your candidate website.?

  Business response

  06/28/2024

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams.  Pearson VUE operates over ***** Authorized Test Centers. Pearson VUE issued a voucher to the candidate due the circumstances they faced while taking 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. 

  Customer response

  06/29/2024

   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

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Exam:SY0-601 - CompTIA Security+ Certification Exam - English (ENU) Candidate:*************************** Candidate ID:?****************?Registration ************ Date:?Thursday, June 27, 2024?Time:?06:45 AM Pacific Daylight Time??Appointment Length:?135? Minutes?System test:?Test your system?Exam check-in: ?Check in to start exam??Check-in begins 30 minutes prior to the appointment time or, sign into your candidate website.? I was supposed to start my exam at the aforementioned time. I was kept waiting for up to an hour after my proposed start time without being able to take my test. I am having to miss paid appointments during my day because of this. I will like compensation for my wasted time.

  Business response

  06/28/2024

  The candidate filed two BBB complaints regarding their CompTIA exam, complaint #******** & ********. Pearson VUE has provided their response to complaint #********. 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

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I withdrew from a Technology Engineering MTEL on April 16th. I assured my refund would come within a week. A refund did not appear a week later so I called MTEL. The lady on the phone told me that there was nothing she could do but escalate it with the financial department. Told me to wait for an email with next steps and what happened with my refund.A month went by and no email was sent so I reached back out to ****. They again told me it was already escalated and there was nothing they could do because it is in the financial departments hands. No one I can talk to and it might take months for it to come through. Today is June 24th and I still have not received a refund. I have emailed twice with no response and have been sitting on the phone for 30 minutes waiting to speak to someone. I legit just want my money back. I dont understand what the issue is and why no one can help me.

  Business response

  07/03/2024

  RE:?Complaint ID ********?? 
   
  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams.? Pearson VUE delivers exams through our network of over 5000 Authorized Test Centers. 
   
  We acknowledge that we have been working to provide a refund to this candidate due to her withdrawal from an exam. Refunds must be made to the credit/debit card used for the initial purchase, however at times, banking institutions notify us that they cannot process a refund against the original credit/debit card used.  
  
  On June 27, 2024, we emailed the candidate that we were notified that it is not possible to process a refund to the credit/debit card she used to complete her original purchase. In that same email, we confirmed that a refund check has been requested, to be mailed to the address on file in her testing account, which can take up to 8 weeks for delivery. 
   
  Pearson VUE has taken the actions necessary to resolve this issue and respectfully requests that you close this complaint with notation of proper handling of the underlying incident.? 
  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i scheduled an entrancs exam for TSA via usajobs.com. i showes up to the testing facility to my suprised they stopped testing there for 2 years. i called pearson to reschedule my exam at a different site and the tech said aside for filing an incident report, they cant help. i called TSA and the rep stated to call pearsonvue. i called back and the lady that answered said she can file an incident report. i explained to her that this is the 2nd time calling within a 3 day span. she said she understands. i asked her why does pearson refuse to reschedule when they monopolized the entire test certification industry between county, state & federal level. im not allowed to reschedule or cancel the appointment for an exam that was never given. i cant call to reschedule and i cant resubmit an application to bypass this uneeded obstacle. its not fair that that are intentionally creating uneeded hurdles and obstacles. *********** doesnt even operate this way. BBB needs to send a report to congress so that thsy may intervene on anti-trust violations. its not fair.

  Business response

  06/20/2024

  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 contacted the call center and cases were created to document the error and the appointment was cancelled to allow for a reschedule of 6/20/24. The authorization on file is still good and the candidate can reschedule until 7/6/24. An email has been sent to the candidate and provided the same information.   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

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I needed to take my NCMHCE licensure exam on Sunday June 9th and Pearson Vue application crashed. This has apparently been happening to many people and it has caused all of us to lose out on the money and time we spent trying to take our licensure exams. I am very unhappy with the way my complaints have been handled, as it seems I will need to pay AGAIN despite it not being my fault that their program was faulty.

  Business response

  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 the candidate was not able to connect with the OnVUE system.  Because the candidate never connected to OnVUE, the candidate's connectivity issues was on their end and we are  unable to speak to what those issues were.  Due to the exam never being accessed, it was moved to a "no show" state.  Pearson VUE has cancelled the no show and the candidate is free to reschedule. The candidate may want to use a test center to take their exam as it appears OnVUE might not be a viable option based on their prior experience.  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

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I registered to take the English Pearson PTE Core. My exam date is June 17th, 2024. I won't be able to take the test on that day due to a recent unforeseen event. Pearson website states that if the example is cancelled before 14 days, you will receive a full refund. June 3rd, 2024, I went in to reschedule my exam, but there was no option to reschedule. I tried to cancel the exam, but I was only offered 50% of my exam cost. It was not 14 days yet. June 3rd, 2024 was 15 days before the exam, so I was still in the window to cancel and get a full refund. I tried contacting them, but no success, so I completed a form through their help center, and they said they will respond 3-5 days. I have not heard back or received any email to confirm my form submission. I called, chatted and all their rep keep giving me the same run around. I want my full refund.Name Ebube *************************** Registration ID: ********* PTE ID: ************

  Business response

  06/13/2024

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams.  Pearson VUE operates over ***** Authorized Test Centers. As a one-time exception, the candidate has been refunded the  test fee and Pearson VUE has sent an email advising the candidate the same.  It is encouraged that the candidate review the rescheduling/cancellation policy.  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 response

  06/13/2024

   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.

*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. ↩