Business Profile

Correspondence Schools

Pearson Education

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Initial Complaint
02/03/2025
Complaint Type:
Customer Service Issues
Status:
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.
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
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
01/15/2025
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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 response
02/05/2025
Better Business Bureau: Based on Pearson's Vue response, I will file a complaint with CCE.

Initial Complaint

01/15/2025

Complaint Type:: Product Issues
Status:: Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.

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

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 response

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
01/07/2025
Complaint Type:
Product Issues
Status:
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.
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
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.
Initial Complaint
01/03/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have requested testing accommodations because of my disability and it has been extremely difficult to get a time scheduled that works for me. I initially scheduled my exam prior to being approved for accommodations and the process was very easy. Now that I have accommodations the process has changed so much that it has discouraged me from wanting to take the test. Feels very much like discrimination.
Business response
01/06/2025
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 response
01/06/2025
I am rejecting this response because:

This is for the *** PMP exam.
Business response
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. According to our records the candidate has approved accommodations of extra time and ear plugs approved by the sponsor, PMI. The combination of these accommodations requires the candidate to call the Pearson VUE accommodations scheduling team to book their test appointment with their approved accommodations. The candidate recently scheduled themselves for a January 25 exam appointment, however their appointment did not include the approved accommodations as per the above. The scheduling team has since gone in and added the appropriate accommodations to the candidate's appointment scheduled for January 25. The candidate has added time and approval to use ear plugs during their exam. Pearson VUE therefore considers this matter resolved and respectfully requests to close this complaint with notation of proper handling of the underlying incident.
Customer response
01/22/2025
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.
Initial Complaint
01/02/2025
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Dear Pearson Vue,I am writing to express my frustration with your system and customer ********************** regarding rescheduling my NCLEX test to October 17, 2025, due to military duty priorities. Despite my Board of Nursing extending my eligibility to October 2025 due to the same reason, your system prevents me from rescheduling, displaying the error:"Were unable to process your reschedule request due to the amount of time that has passed since your original payment..."I emailed customer ********************** on October 9, 2024, but the agents (Hana ** and Neha. B) were unhelpful and asked me to call instead. When I called on January 2, 2025, the agent followed by a supervisor, ****, refused to escalate my case or provide a solution, saying no one or no way could help me out only if I pay another fee to reschedule.Additionally, during the call, your team unscheduled my test on July 25, 2025, and rescheduled it to July 15, 2025, without my consent, further complicating the situation.I understand and respect your policy but given the situation above out of my control, I request immediate assistance to:Refund my fee since your system doesn't allow me to test, then I could pay again to fix your system.Investigate the unauthorized change to my test date.Please address this promptly, as I have followed all necessary procedures and cannot test due to circumstances beyond my control.Sincerely,**** L
Business response
01/10/2025
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 registered with Pearson VUE on 7/28/2023. Registrations expire after one year, but can still be used to deliver the exam, depending on the board's decision on the length of eligibility. In this case the board made the following changes to accommodate the candidate deployment.
Initial dates: 8/3/2023 to 1/30/2024
Updated extension: to 3/31/2024
Updated extension : to 5/31/2024
Updated extension : to 8/3/2023
Updated extension: to 10/31/2025

At this point, however, the candidate can longer use the original registration. Candidate has been provided with a new registration at no cost to him. Pearson VUE therefore considers this matter resolved and respectfully requests to close this complaint with notation of proper handling of the underlying incident.
Customer response
01/10/2025
Dear BBB and Pearson Vue:

I have reviewed the response made by you in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Thank you!
Best regards,
**** *.
Initial Complaint
12/16/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Scheduled to take my test at home on 10/11/24 @ 6:45am. In the VUEsystem by 6:17a. 2 days previous, I ran the background- system tests. I restarted my computer prior to opening VUEapp, closed all background applications. The 1st delay: 'no cell phone', yet I needed my cell to take images of my surroundings and upload using a ** code the testing site offered. After using ** code & returning to the test application -my whole computer was frozen (you know the blue screen on a PC that smiles sideways at you). I ran to get a laptop computer -restarted it, ran the background check- closed all programs on task manager, the ** code had saved my images (thank goodness), and then the test would not start. The app. was stating that there was programming running named "automodetect" and this was not showing up in task manage nor would it let me run the test. At this point, the quick option for support was the Chat. I asked the question quickly about'automodetect', then the chat asked each question individually, "my email", "my name", "my phone number", "my CCID, registration IS, or VUE ID?" - needing my phone again, which I put out of the room. time,taking time. Then the chat got "the right person from their team". So I asked the same question about 'automodetect'. Then "they suggest to close all the applications, including chat, and the browsers and then restart ONVUE, then start over". My last question "are you able to contact my *******, **** they let me in late?" I shut it all down, I powered it back on,no change. It was clear I could not get into the test, I called the **** center, told the story to a kind person, not able to help. Said I would receive an email about my complaint. I received a form/template email from Pearson VUE, telling me, reiterating all the system check-information andsuggesting I would need to pay to take thetest. I would like to take my test the 1st time and not pay again. In-person
Business response
12/18/2024
Pearson VUE will need additional information regarding the Test the consumer was taking so we can research internally in order to respond appropriately to this complaint. Thank you.
Customer response
12/18/2024
I am rejecting this response because: I dont want to close the case as Pearson VUE has asked for more information:
In my first response with BBB, I included all this Regist ID: ********* Candidate Id: ********** order number **************
I failed to include the test was CMHCE (clinical mental health counselling exam).
If you need other information Pearson VUE, please let me know the specific information you need in your next correspondence to move this along. Thanks!
Business response
12/23/2024
Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers. According to our records the candidate was not able to launch their OnVUE exam due to a program running in the background on their computer and they were unsuccessful in disabling. A case was opened and the candidate was referred back to the client (CCE) for the next steps, this communication was sent via email. We do not have record of the candidate reaching out to the client as the client has not contacted Pearson VUE regarding this matter. The appointment was marked as a "no-show" in which Pearson VUE canceled, however the candidate will need to reach out the client for the next steps. Pearson VUE therefore considers this matter resolved and respectfully requests to close this complaint with notation of proper handling of the underlying incident.
Customer response
01/08/2025
I am rejecting this response because:

I reached out to CCE through phone and was routed to email, they shared I wouldnt get an email response for several weeks. This shift of Pearson Vue - sending me back to CCE feels a bit like passing the ***** Id like to keep the case open until I have a response from CCE as this was an issue with Pearson Vues testing platform and not a CCE issue. I read your respectful request and I respectfully request in response, your patience of keeping this open until there is a final decision. Thanks!
Initial Complaint
11/25/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Good afternoon everyone! I really need to share my concern with you. I took an exam in August 2024, but I failed. I studied hard again for this same exam, took the test again on 11/21/2024, and failed the test again. What worries me the most is whether the devices available to take this test are really of good quality, new, and minimally viable, because the grade I received for both tests does not match the grades for my simulation tests, since the devices, such as headphones and internet, need to be fully functioning 100% for the candidate to have a chance of passing. In the second test, the headphones were making a lot of noise, but unfortunately I did not complain because I thought that just increasing the volume would be enough. Thank you very much in advance. This is the address of the location I did my 2 tests: ************************************************.
Business response
11/27/2024
Pearson VUE will need additional information regarding the Test the consumer was taking so we can research internally to respond appropriately to the this complaint.
Customer response
11/27/2024
I am rejecting this response because:

Good morning everyone! What additional information do I need to give Pearson? Please, do I need to know? Thank you very much!

Customer response
11/27/2024
Good afternoon everyone! Of course, I can clarify which test it was. I took the English language proficiency test called PTE, a test that assesses 4 English language skills, such as speaking, listening, reading and writing.
Business response
12/18/2024
Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers. The test center was contacted and advised that there were no concerns raised by the candidate either before or after the exam. When candidate's take exams they have to complete a tutorial where equipment is tested and they have an opportunity before the exam starts to raise any concerns. All headsets are tested daily and there were no reports of noise or interference. The technical review of the exam advises that all speaking items were loud and clear with no breaks or interference detected. All items were presented and answered in time and there were no error logs reported within the technical review. Pearson VUE therefore considers this matter resolved and respectfully requests to close this complaint with notation of proper handling of the underlying incident.
Customer response
12/18/2024
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.
Initial Complaint
11/18/2024
Complaint Type:
Product Issues
Status:
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.
Pearson is a testing facility that requires you to sign up and register for an exam. There are fields for a first name and last name and you're told to bring an acceptable form of ID that matches that name. As instructed, I arrived a half hour early on the day of my scheduled exam and was turned away for having a middle name shown on my passport. The representative did not even pull up my account, she just turned me away because it was apparently a big issue with two other people that tried testing recently who also had middle names on their ID's. I called the number I was given by the representative to discuss the issue. It ended up being the wrong number. When given the right number, I was on hold for 40 minutes before getting a representative that said I was supposed to put my middle name, with my first name, in the first name field and that they have a no refund policy. They wouldn't let me just put the info in and reschedule the exam. This is not made clear on their website as I was one of three people turned away for the same issue in just one week.
Business response
11/19/2024
Pearson VUE will need additional information regarding the Test the consumer was taking so we can research internally to respond appropriately to the this complaint.
Initial Complaint
11/08/2024
Complaint Type:
Order Issues
Status:
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.
Paid for an exam and they refused to let me take it. Also I was disconnected when I was signing in the exam
Business response
11/11/2024
Pearson VUE will need additional information regarding the Test the consumer was taking so we can research internally to respond appropriately to the this complaint.

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