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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
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.
Initial Complaint
11/07/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
ORDER#******** I am writing regarding a refund I requested for MyMathLab after dropping my course. I canceled my subscription 12 days after purchase, well within the 14-day refund policy. When I initially spoke with your associate, she assured me that the refund would be processed within 3-5 business days, and I took her word for it.However, a few weeks later, after checking my bank account, I still dont see any sign of the refund. I suspect the associate may not have processed it as promised, as I dont recognize any refunded amount in my recent transactions. This has been both disappointing and inconvenient, as I relied on the information provided by your team.Please process my refund immediately, as per your policy, and confirm once it has been issued to avoid any further delays.Thank you for your attention to this matter.
Business response
11/15/2024
I apologize that the customer has had issues with their refund of order# *****************. I'm issuing a refund in the amount of $106.61 on credit confirmation# 4127588. The customer will be applied to the customer's account in about two business days. Thank you.
Customer response
11/15/2024
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
10/31/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was scheduled to take the Security+ 601 exam through Pearson on 10/31/24. Check in went great but when the test started, it was in Spanish. I informed the ******* that I needed an English exam. Pearson revoked my test and now I have lost exam money and was not informed the test was in Spanish when it was originally in English when I reserved the spot. They act like I selected Spanish and I would have never selected that because I dont know Spanish. Now their website has been updated and the English selection has been removed looking like I selected Spanish. Why would I do that??? If I dont know Spanish and spent $400 to take the test. I want my voucher reinstated with an ENGLISH version whether it be for the 601 or 701 test. They need to make sure the BEFORE submitting the test to the candidate what version and language. They have taken $400 of my money for an exam that I need in English not Spanish.
Business response
11/01/2024
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 had registered for the non-English version of the exam. A voucher has been issued to the candidate to retake the exam. The voucher was sent via email to the candidate. 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
11/01/2024
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
10/10/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am writing to request a retest for my CompTIA certification exam, which was unfortunately interrupted due to an unforeseen incident during the check-in process. Before the exam, even began, my dog knocked over my computer cable. Rendering me unable to be on camera for 5-10 seconds during the check-in process. As this occurred during the check-in process, the exam had not yet officially started. Given the situation, I would like to inquire about the retake or having a refund issued to retake under these circumstances. The accident prevented starting the exam, and I am seeking a fair opportunity to reschedule based on these extenuating circumstances. The ask/request: Allow for a credit to retake the exam at no additional charge or issue a complete refund, and I will reschedule to take the exam.
Business response
10/14/2024
Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over ***** Authorized Test Centers. Upon review of the candidate's case, the candidate completed their Greet and as soon as the exam was released the candidate stood up and left the entire view of the camera. This is a policy violation once exam content is exhibited on the candidate's screen and therefore Pearson VUE had to revoke the session. The exam was revoked properly due to a policy violation. Pearson VUE will be taking no further action on this matter and considers this matter resolved and respectfully requests that you close this complaint with notation of proper handling of the underlying incident.
Customer response
10/21/2024
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
10/02/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I subscribed to an extextbook on a monthly basis in September. I tried canceling in September to no avail. It very clearly stated that it could NOT be refunded after fourteen days, which was fine with me. I wasn't looking for a refund. However, I tried to cancel the subscription. They won't let me. They're forcing me to continue to subscribe to something I am not using. I dropped the class that the book pertains to. I also didn't receive any reminder or notification that a charge was forthcoming. I chatted with an agent online who said I'd get a response in 24 hours. I didn't. I called up on the 1st of October and spoke to two agents after waiting on hold for a half an hour. Neither could resolve the issue. I do not wish to continue to make monthly payments for an e textbook subscription I am not even accessing. This lack of transparency is wrong toward students and educators.
Business response
10/07/2024
Hello, I am sorry about the issues with the Pearson Plus purchase. Per our Terms of Condition all Pearson Plus subscription have a duration of 4 months. This subscription is not linked to the customer course or classes the 4 months is mandatory. The customer stated she was not aware of the TOC. I received approval from management for a one-time cancelation and refund. The customer should see the refund on their account in a few days. Please let me know if you have any questions. Thank you.
Customer response
10/07/2024
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
09/20/2024
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.
I'm writing to bring to your immediate attention a serious issue that occurred during my recent exam. After 90 minutes into the exam , despite visible video feeds and recording notifications, the ******* repeatedly relaunched the exam, stating they couldn't see me. This disruption happened 3-4 times and the final relaunch ended with the ******* abruptly ending the exam providing only a case number.I've found numerous similar complaints online, raising concerns about the proctoring service. This incident has caused me significant distress and financial concern, as they are now requesting additional payment from me to retake this exam. I respectfully request an urgent investigation into this matter.
Business response
09/23/2024
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
09/18/2024
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.
I have to use Pearson, my math lab, to submit homework. You can use a free trial for 2 weeks. When you go to upgrade from the free trial, it gives you two options: enter the course code from an existing physical Pearson textbook that you purchased or purchase the code via online. When you go to purchase the code via online it shows the course/homework access with a 24-month ("multi-term access" is what they call it) e-textbook access for $150 & lists that it's their most popular option & the overall best value. It does not allow you to purchase a shorter term for cheaper, since it insinuated it is their best "option" so I spoke with customer ************** sent me a link that gives you the option for the single-term access for $84.99. I was unable to use the link & go that route due to my instructor closing the registration to the course, however I was still able to use the route that is upgrading from the free access for $150. I had my instructor reopen the course **************** am speaking with their customer support again today because you cannot find any other options (option to choose single-term for $84.99 or multi-term for $150) for the course registration on their website. I spoke with their customer support & the first ***** told me that the $150 option was the only one available. I told him to look into it further & he forwarded me to "the team who can possibly help me look for the subscription package I want" & I finally obtained the link to purchase their single-term access for $85. I go to purchase the single term & to check out, it has me input my course ********** to again, only give me the multi-term $150 option to access my course/homework. I report this to the customer support chat *********** tells me that the 18-week single-term access is not available due to not being compatible with my course. My course is 15.5 weeks long. They would not clarify as to why my course was not compatible with the single-term access.
Business response
09/19/2024
Hello We are sorry the customer had issues purchasing the correct version of our MyLab and Mastering OLP. I have contacted the customer and they were able to purchase the 18 week subscription. I will forward this incident to our ************** team to see why the option was not available previously. I am sorry about the inconvenience,

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