Business Profile

Correspondence Schools

Pearson Education

Headquarters

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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

317 total complaints in the last 3 years.
111 complaints closed in the last 12 months.

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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:03/17/2025
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.
I paid $300 to take an exam. I had a family emergency and was out of town. I called and opened a ticket with support. Nobody has reached back out to me. I am willing to accept $250 put back on my card. The test I was scheduled for was ***** *******
Business Response
Date: 03/18/2025
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 refund of $300 was issued to the candidate on February 24. The candidate should contact their credit card company or financial institution if he has not received the refund. Pearson VUE therefore considers this matter resolved and respectfully requests to close this complaint with notation of proper handling of the underlying incident.
Customer Answer
Date: 03/20/2025
I am rejecting this response because:

They have not done their due diligence. A refund was sent based on a network issue regarding a different and much earlier and different situation.
Their reply is from a different situation entirely. Unbelievable!
Initial Complaint
Date:03/04/2025
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.
Complaint Summary:Pearson VUE unfairly denied me a refund for an exam I could not attend due to a family emergency. Initially, their support team assured me that I would be eligible for a refund if I contacted them through the official process. However, after following their instructions, Pearson demanded private medical documentation to process the refundsomething I am not comfortable providing.I find this requirement to be invasive and unreasonable, as no company should force customers to disclose sensitive personal or medical information in order to receive a refund that was initially promised. Despite my multiple attempts to resolve this issue, Pearson has refused to assist me further.Desired Resolution:I request a full refund of my exam fee, as Pearson initially indicated that I was eligible. I also ask that Pearson adjust its refund policy to respect customer privacy and not require medical documentation for emergencies.
Business Response
Date: 03/05/2025
Pearson VUE will need additional information regarding the Test the consumer was taking so we may research internally in order to respond appropriately to this complaint.Thank you.
Customer Answer
Date: 03/05/2025
I am rejecting this response because:

The business in question, Pearson VUE, requested additional information regarding the test [I] was taking so [they] may research internally in order to respond appropriately to this complaint. I am including said additional information below, as well as my initial complaint to BBB. I intend to find a resolution here. Thank you.

Appointment: Friday, November 1, 2024 - 12:30 PM EDT
Order number: **************
Registration ID: *********

Complaint Summary:
Pearson VUE unfairly denied me a refund for an exam I could not attend due to a family emergency. Initially, their support team assured me that I would be eligible for a refund if I contacted them through the official process. However, after following their instructions, Pearson demanded private medical documentation to process the refundsomething I am not comfortable providing.

I find this requirement to be invasive and unreasonable, as no company should force customers to disclose sensitive personal or medical information in order to receive a refund that was initially promised. Despite my multiple attempts to resolve this issue, Pearson has refused to assist me further.

Desired Resolution:
I request a full refund of my exam fee, as Pearson initially indicated that I was eligible. I also ask that Pearson adjust its refund policy to respect customer privacy and not require medical documentation for emergencies.
Business Response
Date: 03/06/2025
Please provide the test the consumer was taking so we may research internally in order to respond appropriately to this complaint. Thank you.
Customer Answer
Date: 03/06/2025
The test was the PTE Core.
Business Response
Date: 03/17/2025
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 Pearson VUE after missing their test and claimed that they had to medically take care of a family member and were unable to take the exam. As per policy, the team requested the candidate to share relevant documents proving their relationship with the family member and their medical condition. However, the candidate has been reluctant in sharing these documents. The last email stating this was sent February 25.The candidate needs to share the proof of the relationship and relevant medical documents in order to be refunded for the test. We encourage the candidate to review the testing policy. Pearson VUE therefore considers this matter resolved and respectfully requests to close this complaint with notation of proper handling of the underlying incident.
Customer Answer
Date: 03/17/2025
Dear BBB Representative,

I am writing to formally dispute Pearson VUEs response, as my complaint remains unresolved. Pearson is inaccurately portraying my position by stating that I am reluctant to provide documentation. The issue is not reluctanceit is a matter of privacy, fairness, and consumer rights.

Pearson VUE is requiring me to provide sensitive medical records and proof of my family relationship just to receive a refund for an exam I was unable to attend due to an emergency. This request is both invasive and unreasonable. No company should have the right to demand private medical documentation in order to process a refund for a service that was not used.

Furthermore, when I initially contacted Pearson, I was told that I would be eligible for a refund without being informed of these excessive documentation requirements. This is a clear example of misleading consumer practices.

I ask that the BBB continue to advocate for a fair resolution. If Pearson refuses to process my refund without requiring unnecessary medical disclosures, I will have no choice but to escalate this matter further, including:
1. Filing complaints with consumer protection agencies such as the ************************ (***) and my states Attorney General.
2. Pursuing a chargeback through my bank, as Pearson failed to provide the service I paid for.
3. Publicly sharing my experience to warn other consumers about these unfair practices.

I request that Pearson either:
1. Process my full refund immediately, or
2. Provide a reasonable alternative verification method that does not require disclosing private medical records.

I urge the ******************** to continue reviewing this complaint and advocate for fair treatment of consumers.

Sincerely,
******* ******

Business Response
Date: 03/20/2025
We're sorry the consumer is not satisfied with Pearson VUE's response. Our position remains the same. As stated previously, Pearson VUE is following the testing policy for the *** exam. We encourage to consumer to familiarize themselves with the policy located at: *************************************************************************************************************** therefore considers this matter resolved and respectfully requests to close this complaint with notation of proper handling of the underlying incident.
Initial Complaint
Date:02/24/2025
Type:Sales and Advertising 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'm contacting you about the *** exam that I took on 20 February 2025 with the Case # ********. The case has been closed and I find the reasoning unacceptable. I took the first 60 questions of the exam and took my first scheduled 10 minute break. I returned and took the next 60 questions and took my second scheduled break to use the restroom. I have a medical condition that causes me to urinate frequently. When I returned from the restroom I still had 5 minutes left on my break. The ******* wrote me and asked if I had finished the exam. I responded I hadn't and was on a break. He responded thank you and I asked if I was able to continue the exam. I didn't receive an answer and I clicked end break to continue my exam and received a message the exam was revoked. I contacted Pearson OnVue to explain the situation and lady taking my information insured me that I hadn't violated Pearson Vue's policy and that I was allowed to use the restroom while on a scheduled break. I only left the view of the Webcam while on a scheduled break and never violated Pearson's policies. Per Pearson's OnVue policy "Once your 10-minute break is over, you will be able to resume your exam to continue with the next section. Please remember that once you _*re-enter the webcam*_ *_view* you are expected to remain all exam rules and all personal items must be placed out of arms reach. If you do not return to the room at the conclusion of your 10-minute break, your exam timer will resume counting down until you return."This implies that you're allowed to leave the Webcam view during your scheduled break. Since I was on a scheduled break when I left the Webcam view I didn't violate any rules. I find it unacceptable that my exam was revoked when restroom on break. I don't agree with Pearson's finding that I violated the policy. I have an open case with PMI and would like for my exam to be fairly reinstated. I would greatly appreciate if you could do the right thing and assist me in this.
Business Response
Date: 02/26/2025
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 issue the candidate experienced was a Pearson VUE tech issue. The *** exam has two (2) built-in optional ten (10) minute breaks. The candidate initiates the break on their own. When this happens, the ******* monitoring the exam session is notified when the candidate went on break. For this candidate, the tech issue caused the ******* notification to NOT be visible to the *******, thus the ******* thought the candidate left the web cam while not on break, which is a security violation and therefore the ******* revoked the exam session per our policy. The client, *** has issued a new exam authorization for the candidate at no charge and the candidate has scheduled a new test appointment for March 6. Pearson VUE therefore considers this matter resolved and respectfully requests to close this complaint with notation of proper handling of the underlying incident.
Customer Answer
Date: 02/26/2025
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. Thank you for resolving the matter
Initial Complaint
Date:02/23/2025
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 tried to call support and the gentleman would not help me. He said there was no phone number to call which is unacceptable granted my prior business with them. He hung up the phone.
Business Response
Date: 02/24/2025
Pearson VUE will need additional information regarding the Test the consumer was taking so we may research internally in order to respond appropriately to this complaint.Thank you.
Customer Answer
Date: 02/25/2025
I am rejecting this response because: While I did receive a call from Intoxalock, after a short conversation we were not able to agree on an acceptable resolution. It should be noted that I was only asking for a 2 week credit.
Customer Answer
Date: 02/26/2025
The dispute between PearsonVUE has been resolved.
Initial Complaint
Date:02/07/2025
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.
To Whom It May Concern,I am writing to formally file a complaint against Pearson regarding an unfair and unreasonable business practice that has negatively impacted me as a consumer.On February 7, 2025, I purchased a digital book from Pearson using my debit card. The transaction was processed immediately, and the charge appeared in my bank account as pending, meaning that Pearson successfully withdrew the funds. However, despite this, Pearson has refused to grant me access to the book, citing the need to verify the payment before releasing the product.This practice is highly concerning, as it suggests either a lack of proper transaction processing mechanisms or a deliberate attempt to withhold access to a paid product without justification. If Pearson has already debited the funds from my account, then there is no legitimate reason to delay my access to the book. This not only constitutes an unfair business practice but also raises questions about the companys financial integrity and operational efficiency.The book I purchased is critical for my preparation for an upcoming job interview. The unnecessary delay in granting access is causing me undue stress and potential harm to my professional opportunities. It is unacceptable for a company of Pearsons stature to withhold a purchased product while retaining control over the consumers funds.I urge the Better Business Bureau to take immediate action to ensure that Pearson either grants me access to my purchased book without further delay or refunds my payment in full. Additionally, I request that this matter be reviewed to prevent Pearson from engaging in similar unfair practices against other consumers in the future.I appreciate your time and attention to this matter and look forward to your prompt response. Please feel free to contact me at your earliest convenience should you require any additional information.Sincerely,**** ******
Business Response
Date: 02/19/2025
Hello, I'm sorry that our customer is having trouble accessing their Pearson Plus subscription. Their account was updated last week. We have tried to reached out to the customer by email and phone to see if their see their Etext when they log in but received no response. I've left another voice mail and email today February 19, 2025 to confirm. If they still do not have access I will escalate or issue a full refund if the product is not needed. We will update the complaint once her hear back from the customer. Thank you.
Initial Complaint
Date:02/03/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Their website is literally deceptive. I needed to get study access with my textbook and it ended up making me subscribe to this channels thing. When I tried to chat with their support they literally just ended the chat I'm so upset
Business Response
Date: 02/14/2025
Hello We are sorry about the confusion with the customer's ********************** Order. I've issued a credit for their Pearson Study & Exam Prep and they should see the refund reflected on their statement in about three to five business days. Please let me know if you have any questions. Thank you.
Initial Complaint
Date:02/01/2025
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.
Hello , Im having an issue with this company . Currently im In a ged program right now and im trying to schedule the test so i can finish the program & walk across the stage . But I cant due to a block on my account . Now last year in February I scheduled 4 test and I couldnt make it I call in to get it cancel they only cancel one . I told them I needed both cancel . I never attended the exam so I shouldnt pay the full price . Theyre telling me to pay $87 to cover the suppose to be cancel exam I cant afford to pay another $87 dollars for not my mistake . Now I can pay half but not the full amount . I feel like its unfair because I told them to cancel it . I have a email of them being cancel . So they block my account . This is my only account & I need to get my ged and finish my program . But I cant because I cant use my account . My name is ***** ****** phone number ********** email:******************************** and my id code ******************. Hopefully we can resolve this . I need to get my GED .
Business Response
Date: 02/17/2025
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). *********************** 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).
Upon review of the matter we have made the decision to reconcile the no-show fees on the candidate's account and remove the block from their account. We truly want the candidate to continue their *** journey and wish the candidate success in that pursuit and wherever that help leads them in the future. 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.
Initial Complaint
Date:01/15/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I sent an email (10/14/24) to the organization mailbox that handles extension requests for the National Clinical Mental Health Counseling Examination (******) due to being activated on military orders for the ********* (**) throughout the year (2023). I received an email response (10/18/24) that my request was granted up until 12/30/24. I'm still in military status now until May 2025. I had a current test date for 10/22/24. I logged into Pearson Vue (PV) to re-schedule the ******, but received an error message. I spoke to two separate departments in customer ********************** before I was given the direct number (an email address is not available) to correct department in PV that's able to remove the original scheduled date and change it to later date. I tried to reach the number multiple times (more than 10) and each attempt was unsuccessful; the line was busy or the line would disconnect. I ended up taking the test on 10/21/24 because I didn't want to forfeit the paid exam fee and I didn't want to get penalized for not taking it.
Business Response
Date: 01/27/2025
Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers. Upon review of the candidate's issue, the email communication the candidate would have received would have been from the sponsor, ***, who authorizes candidate for exams. Pearson VUE has no control or involvement in that process. It appears the candidate was authorized through 12/30/2024, but never scheduled on that authorization and is now expired. The candidate will need to reach out the sponsor, ***, to obtain the reauthorization to take the exam. The candidate should reach out to *** to resolve their issue. Pearson VUE therefore considers this matter resolved and respectfully requests to close this complaint with notation of proper handling of the underlying incident.
Customer Answer
Date: 02/05/2025
Better Business Bureau: Based on Pearson's Vue response, I will file a complaint with CCE.

Initial Complaint

Date:01/15/2025

Type:Product Issues

Status:

Unresolved

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've had my test cancelled twice due to a glitch I am unable to contact anyone in the office There is no means to contact the business

Business Response

Date: 01/21/2025

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

Customer Answer

Date: 02/12/2025

I am rejecting this response because:

I scheduled an examination for 2:00pm Tuesday, Jan 14, 2025 for the CompTIA A+ certification exam:

Exam:	220-1101 - CompTIA A+ Certification Exam: Core 1 - English (ENU)

Candidate:	*** ******
Candidate ID:	?COMP001021606237?
Registration ID:	?496266746?

Date:	?Tuesday, January 14, 2025?
Time:	?02:00 PM Pacific Standard Time??
Appointment Length *See Appointment Length section below for full details	?135? Minutes?

At 1:30pm, I attempted to login as instructed but the system wouldnt let me enter saying it was too early. I started calling in around 1:35pm and was mislead in website directions for support. I ended up contacting support around 1:50pm, and the agent had absolutely no idea what was going on. To make things worse, I could hardly understand him due to the thick accent and lack of assistance. He insisted by exam was not until 8:00PM, which was not as per my the exam I booked. After another hour of frustration, I asked for management. Management was still difficult to talk to, but all he offered was that there was a glitch and to wait until 8pm, again which was not true. I asked to have him book another exam. About 90 minutes later, I had another exam booked at 10:00am Wednesday, Jan 15^th.

When I woke up, The exam was cancelled by email with no explanation. Now, I spent ANOTHER hour calling in and escalating my call to no avail. There was another glitch and no one had any idea what was going on.

I booked an exam for 9:30am as I got frustrated with the sheer incompetence of Pearson Vue. I was able to log in early, and as per the instructions I removed anything from my office / desk that was prohibited. On the phone app, I took panoramic photos to show evidence everything was removed. My PC webcam is secured to a monitor and unable to be moved around. The ******* rushed me in and obviously did not do her due diligence or review the app photos. She demanded that I move the webcam around to show removal, and I explained that it was bolted on. She didnt care. There was a drawing my daughter did on the wall and the second she saw that she ended the test and immediately hung up on me.

The sheer incompetence of Pearson Vue and the undue stress that arose from their lack of training proper talent is unacceptable. Customers should NEVER be treated like this or have to run through a non-working process with offshored employees that only exasperate the situation. I am not alone. There are many many forums and columns with similar results, and it seems like management just doesnt care.

Initial Complaint
Date:01/07/2025
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 pre register for nurse exam but the **************** says do not have enough to give authorization to test. The Pearson VUe thinks acceptable keep 400 hundred dollars and has policy no refunds makes no sense. I am going for hearing for license. I am unemployed and need my 400 back
Business Response
Date: 01/22/2025
Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers. Unfortunately we were not able to find evidence of a $400 payment made under this candidate's name. We would require further information so we may properly investigate the issue and appropriately respond to this consumer's complaint. Please have the consumer provide a receipt or anything evidencing the charge of $400 for this exam. Thank you.

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Pearson Education is NOT a BBB Accredited Business.