Pearson Education

Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams Person VUE operates over 5,Authorized Test Centers Pearson VUE does deliver tests for CiscoThe candidate has an opportunity at the test center to obtain different materials for the testIt is clearly stated in the Pearson VUE Candidate Rules Agreement that “If I experience problems that affect my ability to take the exam, I will notify the administrator immediately.” The candidate waited until they got home and called to complainThis could have all been taken care of at the testing centerUnfortunately there is no free exam or retake or discountPearson VUE 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 Business Response / [redacted] (1000, 13, 2015/10/02) */ Re: Case Number [redacted] Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure examsPerson VUE operates over 5,Authorized Test Centers worldwide Candidates that register for the Florida Department of Law Enforcement Officer Certification Exam with Pearson VUE have the option to select the test center in which they will sit for their examPearson VUE is committed to providing accurate test center address information and directions in the confirmation email we send to our candidatesHowever, due to the vast number of test centers operated by Pearson VUE it is outside of the capacity of our customer service representatives to provide turn by turn directions upon telephone request to our candidatesIt is the candidate's responsibility to arrive at the test center minutes prior to their scheduled exam timePerson VUE will not be extending a refund Initial Consumer Rebuttal / [redacted] (3000, 15, 2015/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response from Pearson Vue because they have not done anything to fix the situation or mediate towards a solutionI have laid down multiple example that are factual evidence to Pearson Vues negligence and they will do nothing to fix their wrong doingsThis is unacceptable and Pearson Vue does not conduct business in an ethical manner

Initial Business Response / [redacted] (1000, 5, 2015/06/05) */ Re: [redacted] Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure examsPerson VUE operates over 5,Authorized Test Centers We appreciate your input and have researched the feedback you have providedPearson VUE recognizes that candidate comments contribute to our pursuit of increasing overall registration and examination qualityOur candidate's experience from registering for an exam to receiving your exam results are considered when creating and delivering each of our customers unique exam needsPearson VUE has reviewed your complaint and will take your feedback into considerationAt this time, the candidate has scheduled his exam and therefore Pearson VUE considers this matter resolvedWe request that you close this complaint with notation of timely response and proper handling of the underlying incident Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The exam was scheduled only after I contacted the American Board of Internal Medicine and they scheduled the test directly You have not responded to the main issues I had with Pearson Vue which are 1) Poor availability for testing 2) No manager was available for online support and 3) Constantly busy scheduling line despite multiple attempts Please see the attached online help "Chat" conversation

Initial Business Response / [redacted] (1000, 9, 2016/02/19) */ Customer Service contacted the customer on the 4th of February and she did respond on the 5th saying she still had troubleShe contacted us again on the 17th and is still not able to access the eTextFrom what I can tell she is trying to access the eText from her phone using the eText App which is not compatible with her booksThe "Pearson eText app for Android" is compatible with the books but only on Tablets and not phonesThis information was sent to the student on the 21st of January in an email around midnightWe have sent an email explaining the compatibility issue to the student

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and the company still has not helped me.I did send an email but I have sent multiple emails without a response Pearson VUE needs additional from the candidate and request that she email [email protected] so we can try and resolve the issues At this time, Pearson VUE considers this matter resolved and respectfully requests that you close this complaint with notation of timely response and proper handling of the underlying incident How could they close the case when they havent helped me once

Initial Business Response / [redacted] (1000, 5, 2015/12/28) */ Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure examsPerson VUE operates over 5,Authorized Test CentersPearson VUE has contacted the candidate and was provided her voucher number, and the score report was automatically sent to the candidatePearson VUE 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 Consumer Rebuttal / [redacted] (2000, 7, 2015/12/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/07/22) */ Unfortunately, I am not able to search for this customer by name aloneI need to know which testing program he is testing for before I can research this further Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Information can be seen below: Appointment Details Order Number: [redacted] Exam: GAFRB Exam - Governmental Accounting, Financial Reporting and Budgeting - English - (ENU) Candidate: [redacted] Candidate ID: [redacted] Registration ID: [redacted] Date: July Time: [redacted] 12:PM Appointment Length: Minutes [redacted] Time shown is test center local time Test Center Location (Directions shown below) Pearson Professional Centers-Washington DC [redacted] Washington, District Of Columbia United States [redacted] Final Consumer Response / [redacted] (2000, 19, 2015/08/19) */ Final Business Response / [redacted] (1000, 17, 2015/08/19) */ Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure examsPerson VUE operates over 5,Authorized Test Centers To cancel an the Governmental Accounting Financial Reporting exam candidates must contact Pearson VUE hours prior to the time they are scheduled to sit for their examinationThis candidate was considered a no-show as the exam was not cancelled within the policy windowAs a gesture of goodwill Pearson VUE has contacted the candidate with a voucher to reschedule the exam at no additional 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 Thanks, Nicole [redacted] Contract Manager Pearson VUE [redacted]

I am rejecting this response because: This response was insufficient and did not address all of the grievances that I outlined in my incident reportPearson needs to provide me with a detailed report of how the video cameras showed that I exceeded my break by more than minutes (which would indicate that my break was minutes in duration)The manager at the testing center said that she analyzed the video footage and said that my break lasted minutesPearson needs to provide a detailed explanation of this discrepancy in the factsIn addition, once I disputed the time with my proctor, he said that the time would be added back to my examThis was incorrect information that was provided to me by the proctor in the middle of the examThis is unacceptable and compromised the integrity of my test experienceThird, I requested that the day wait time between the retake of the exam be waivedThis was not granted because it took days for Pearson to respond to my incident complaintThis is an example of poor customer service and bad business practicesFor these reasons, my original request for a refund still standsThe response provided by Pearson is insufficient and does not address all of the important points that I raised in the original complaintThis matter is not closed

Complaint: [redacted] I am rejecting this response because: The instructor has intervened and was able to obtain an access code Thank you for your prompt response and willingness to help! Regards, [redacted]

Your experience using Pearson applications is very important to us, and we sincerely regret the problems you experienced during the June 24-25, 2017 weekend. We understand... how frustrating this was for you, especially during a summer term when courses are shorter and study times are at a premium. Plus, we understand that weekends are a prime time when working students plan to study and complete assignments. Because of the extended amount of time you lost access to your course materials, we will send you a $10 iCard gift card. Right now, we are processing your request with iCard Gift Cards, and you should receive an email from them in the next four weeks. Look for an email from [email protected]. It will provide instructions and a link to access it. Again we regret the frustration our system maintenance caused you. This was definitely not the experience we intended for you, and we want to apologize.

Initial Business Response / [redacted] (1000, 6, 2016/02/29) */ Pearson VUE delivers the computer-based test for Texas Real Estate. On January 28, 2016, the candidate scheduled her Texas Real Estate test for February 20, 2016. Three days prior to the test, (February 17, 2016) the candidate purchased Real... Estate practice test. On February 19, 2016 the candidate had issues with practice test and contacted Pearson VUE. We were unable to resolve that issue. The candidate called right back to reschedule the test, unfortunately the request to reschedule was within the 48 hours cancel/reschedule policy requirement set by Texas Real Estate. We understand the candidate's frustration, however, we have to enforce our client's policies. Being the Real Estate practice test was unable to be used, we have contacted the candidate directly to talk about settlement of the practice test issue. Thank you for the opportunity to respond and we consider this matter resolved and respectfully request that you close this complaint with notation of timely response and proper handling of the underlying incident.

On January 16, 2015, our customer service reached out to this student to inform her that the issue was fixed She responded that she had access to the course but all the work she had done has been erasedWe responded asking her to check with her instructor to see if he had her previous grades in their Blackboard system She did not reply On 1/28/15, customer service replied to this customer with the grades we found and sent her an attachment with that information We have not received any reply and closed the incident

Initial Business Response / [redacted] (1000, 5, 2016/03/08) */ Customer Service is processing a refund and have reached out to the customer

Initial Business Response / [redacted] (1000, 5, 2016/03/11) */ Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure examsPerson VUE operates over 5,Authorized Test Centers Pearson VUE works with Massachusetts Real Estate to deliver exams to candidates in a fair and balanced mannerWe deliver the test on behalf Massachusetts Real Estate and follow the guidelines sfor testingBoth the Candidate Handbook (provided by the real estate school) and Candidate Rules Agreement state the cell phone policy that is followed in our testing centersWe understand the candidate's concern, however, cell phones are not allowed to be accessed during testingBelow are the excerpts from the Candidate Handbook and Candidate Rules Agreement Page Candidate Handbook Candidate Rules Agreement Unfortunately, Pearson VUE is unable to provide a refund to this candidatePearson VUE Pearson VUE 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 Business Response / [redacted] (1000, 5, 2016/01/28) */ Although it is Pearson policy not to provide refunds or codes for products purchased from Amazon, and other third party sellers, customer service will reach out to the student and provide an access code

The customer was contacted and the issue is resolved

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meAfter finally reaching and speaking with supervisor he was empathetic to the way my situation was handled, and was happy to refund the money to the specified cardThank you

Initial Business Response / [redacted] (1000, 10, 2015/12/23) */ Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure examsPerson VUE operates over 5,Authorized Test Centers Pearson VUE understands Ms***'s frustration and have provided her with a refund on December 15, If she needs additional assistance she should call a Pearson VUE customer service representative at [redacted] and they will be able to help her Pearson VUE 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 Consumer Rebuttal / [redacted] (2000, 12, 2015/12/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 13, 2016/02/11) */ Re: [redacted] Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure testsProcedures for The National Council of State Boards of Nursing ("NCSBN") are based on the requirements of NCSBNPolicies and procedures are established by NCSBN and Pearson VUEBoth parties are obligated to adhere and enforce these policies and procedures even handily Prior to registering for the NCLEX exam, all candidates must qualify as eligible by the board of nursing/regulatory bodyIt is highly recommended that all candidates read the Candidate Bulletin which provides a detailed outline of the registration process for all candidatesThe Bulletin reads: NCLEX(r) REGISTRATION PROCESS OVERVIEW Submit an application for licensure/registration to the board of nursing/regulatory body (BON/RB) where you wish to be licensed/registered Meet all of the BON's/RB's eligibility requirements to take the NCLEX Register for the NCLEX with Pearson VUE Receive NCLEX Registration Acknowledgement email from Pearson VUE The BON/RB makes you eligible in the Pearson VUE system Receive Authorization to Test (ATT) email from Pearson VUE Schedule your exam with Pearson VUE In addition to the registration process outlined in the Bulletin, the below information is provided in the Registration Acknowledgement letter candidates receive after registering Registration Time Limit Your NCLEX examination registration will remain open for a 365-day time period during which a board of nursing/regulatory body (BON/RB) may determine your eligibilityThe time period begins when the BON/RB receives your registration from the test serviceOnce you are made eligible, you will receive your Authorization to Test (ATT)The 365-day time period will end at this point and you must take your examination within the validity dates designated on your ATT If the BON/RB is unable to make you eligible within the 365-day time period, you must wait until your current registration expires before reregisteringA candidate may not have two NCLEX examination registrations (of the same type) open at the same timeIf you reregister before your current registration expires, your second registration will be processed and denied, and the fee collected will not be refunded The candidate registered for the exam prior to receiving her eligibly status from the BON/RBPearson VUE will not be extending a refund to this candidatePearson VUE 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 Consumer Rebuttal / [redacted] (3000, 15, 2016/02/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because they ask you to register and then it is up to whatever state to allow you to writeSure they give you a year to write but what if you cannot write the test? They take money gladly don't help just basically say oh well It's poor business tactics to get money and for what service? NoneIf the candidate cannot or chooses not to write

RE: Complaint by [redacted] W. [redacted] , BBB ID # [redacted] Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Person VUE operates over 5,000 Authorized Test Centers. Thank you for providing your feedback... regarding your testing experience. Pearson VUE recognizes that candidate comments contribute to our pursuit of increasing overall examination quality. At the time of registration candidates are required to sign a “Candidate Rules Agreement”. The Agreement outlines the steps candidates should take if there is an issue during the examination. The Agreement states “If I experience problems that affect my ability to take the exam, I will notify the administrator immediately.” As a gesture of good faith Pearson VUE will apply a voucher to refund the examination taken by the candidate on October 21st, 2016. Therefore, the candidate should see a refund within 3 - 4 business days to his credit card account. Pearson VUE therefore respectfully request that you close this complaint. Please do not hesitate to contact me if you have questions or wish to discuss this matter.