Pearson Education

Our customer service team will be reaching out to this customer to assist in resolving this issue

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. The candidate has been provided a voucher for his exam. 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

Our Customer Servcie Deptspoke to Mrs ***. The bank stopped the charge before it went through. We explained that we were a legitimate company and that it could be
fraud. We had asked Mrs*** for her card number to investigate, but she wasn't comfortable giving the cancelled card, so we were unable to turn anything more up

The student purchased her textbook package with the access code from ***. She purchased the 11th edition but the instructor's course is using the 9th edition. Our policy is to refer the student back to *** to return the product and advise them to purchase the correct code online or
at their campus bookstore

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 worked with the candidate 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

To whom it may concernaccording to our records, everything that DSS claims was missing was sent and signed for by *** , and for the few that were not sent, a credit was issued See attached letter. I can forward to a Revdex.com email address further documentation if requested. thank
youJoseph ***SrParalegal

Initial Business Response /* (1000, 13, 2015/05/27) */
Case # ***
Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure examsPerson VUE operates over 5,Authorized Test Centers
This compliant has been resolved
outside of the Revdex.com processPearson VUE connected with the candidate and assisted the candidate with registering and scheduling an examThe candidate has since sat for the CCE exam
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

Unfortunately an account can't be completely removed from the databaseWe can only change the account information so that its inaccessible which looks like it has already been changed.If she hasnt been contacted already, someone will be in touch with this student to discuss her issues

Initial Business Response /* (1000, 13, 2015/09/17) */
RE: ***
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 has contacted this candidate
provided this candidate with a test voucher to retestPearson 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 /* (1000, 14, 2015/09/02) */
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 and Cisco strive to create a secure and
accurate environment for candidates to register for examsPart of that process is to require strict and specific standards for the registration information provided by candidatesThe identification requirements for Cisco Exams require candidates to use their legal name, from a government issued ID, http://www.cisco.com/web/learning/exams/registration.htmlThe candidate's legal name must exactly match the identification that is presented at the test center or the candidate will not be allowed to sit for their examAll candidates are prompted with this message prior to checking out for their exam
Pearson VUE will not be extending a voucher to this candidatePearson VUE therefore considers this matter resolved and respectfully requests that you close this complaint with notation of proper handling of the underlying incident

I see a case for this customer which came in on 5/24, and it appears the agent was trying to assist and had asked the customer for some information. However, yesterday the customer told us not to contact him againIn the past we have been told to comply if the customer says that, so we don't
plan to make contact

I am rejecting this response because: It is not clearly stated at the testing center. There is a sign in sheet, and some paperwork, but it is not made apparent that you can stop the process or protest for any reason. The tester handed out the material. It was only until I was taking the test that I observed the materials were substandard. It was when I encountered a complex binary math problem, that I noted that the writing implement was a highlighter, and made wide blotchy marks that evaporated onto the surface as blobs; not useful at all for math problems. It was absolutely useless, in addition to the worn out "white page" that was more of a gray and equally useless If I had complained at that time the clock does not stop, and any time speaking with the tester is still applied to your testing timePearson Vue themselves admin they investigated and caused the testing center to replace the supplies. I believe this shows tacit acknowledgment of a real issue that needed correcting. I am stunned at Pearson Vue’s response. They have a monopoly on Cisco testing, and there is no alternative. They have continually blamed me, and they have failed to accept responsibility and ownership of a real issue. I am pursuing this due to their response. It lacks any compassion or understanding of the test taker’s stress, aggravation, and monetary loss due to issues outside of the test taker’s control. In the spirit of fair enterprise and consumer relations, I would think they would do something to compensate me for my wasted time and effort due to their substandard materials

Initial Business Response /* (1000, 17, 2015/09/04) */
RE: Case # ***
Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure examsPerson VUE operates over 5,Authorized Test Centers
Candidates that register for all
ICC exams receive a confirmation email with registration information including the ICC Exam Information BulletinAccording to ICC's website it is the candidate's responsibility to read and understand the Exam Information Bulletin for their exam in its entiretyThe bulletin outlines exactly what is required of a candidate to do if they are unable to take their registered examThe bulletin states, "there are no refunds for examinations not takenAll candidates seeking excused absence must submit written verification and supporting documentation of the situation to Pearson VUE within days of the original examination date." The bulletin outlines acceptable excused absences without incurring a monetary penalty including how and where to submit supporting documentation for said absenceThe bulletin further states, "if you are absent from an examination that you were scheduled to attend, and you did not reschedule or cancel according to the policy, you will owe Pearson VUE the full examination fee for that missed examination." The bulletin can be found at the following link: https://www.iccsafe.org/wp-content/uploads/National_Certification_EIB-CBT.pdfPea...⇄ VUE will not be extending a refund to the candidate
Pearson VUE therefore considers this matter resolved and respectfully requests that you close this complaint with notation of proper handling of the underlying incident

The parties have discussed and have resolved the complaint

We are investigating this issue and I have been in direct contact with the customerWe will update the Revdex.com asap

Initial Business Response /* (1000, 9, 2015/07/23) */
Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure examsPerson VUE operates over 5,Authorized Test Centers
Evaluation Systems has rules and polices in place to
establish a secure and fair-minded exam opportunityCandidates are not required to request permission to wear religious items prior to their exam date; however, any items worn on the day of the exam may be inspected prior to sitting for the exam
The candidate contacted Evaluation Systems customer support via email and indicated site staff instructed her to remove her religious adornmentThe matter was researched and confirmed that staff incorrectly requested these items be removedAs a result the candidate was provided with a full refund of the testing fees and a confirmation of the findings
As stated on the MTEL website listed under the title The Day of the Test, "...if you have comments about the test center or the conditions under which you took a test, please submit your comments in a letter sent to Evaluation Systems no later than seven days after your test session." Again, the test site rules presented on the day of the test, indicates if a candidate has concerns regarding site conditions while testing they must immediately raise their hand and bring them to the attention of the test administrator so that the situation can be documented and addressed immediatelyThe candidate may wish to ask for an incident report number so that they may follwith Evaluation Systems regarding their specific concerns
As a one-time-courtesy, should the candidate need to retest, we will extend a voucher to retake the test at no additional chargeThe candidate should contact Evaluation Systems customer support at *** after the score report release date to request a voucher, if applicable
Lastly test scores are unable to be processed in the manner requestedTo provide testing security and fairness to all candidates, scores cannot be released prior to the scheduled score report release date nor can the retake period be waived
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 /* (2000, 11, 2015/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept their terms because it is now a legal matterThey made now of the rules they stated clear and it is being legally investigated at this pointThank you for your help but it is not a business matter but a legal one with the unfair testing treatment I endured during more than one exam

Initial Business Response /* (1000, 13, 2015/11/13) */
RE: Case # ***
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
Candidates that are eligible to sit for the NCLEX and are seeking an accommodation are required to request the accommodation through the Board of NursingThe Board of Nursing and NCSBN evaluate and provides accommodation solutionsPearson VUE schedules exam accommodations according to the instruction received from the Board of Nursing and NCSBN however, Pearson VUE is not involved in the decision to provide for an accommodation
The candidate has been approved by the New York Board of Nursing for an accommodation and Pearson VUE is able to schedule the candidate that specific approvalIf the candidate is seeking additional time he will need to reach out to the Board of Nursing with that requestAny questions or concerns the candidate has with his accommodations approvals would need to be referred back to his State Board of Nursing
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 /* (3000, 15, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept Pearsonvues responseIt does not address my issues ir concerns which is with them and how they administer appointments especially to people with accommodations
1.) I called and spoke to two supervisors Maggie and Liz both of whom were not helpful and obvious to the response above were not listening to my issues nor interested in helping resolve them
2.) I am on government disability and am not obligated to go into the reasons here as that is confidential to my medical records that is why I receive an accommodation
3.) New York State has administered my accommodation and I do not have a problem with them
4.) I have been in communication with Jeannette in New York State who handles accommodations and she agreed with me that Pearson was not handling their scheduling of exams with people with disabilities properlyIn fact she reached out to the NCBSN about this matter and I have not heard back
5.) The issue with Pearson is that anyone receiving an accommodation has to call to book and appointment with their appointment center open until pm central time while every other candidate can book an appointment online hrs days a weekSo therefore they get to see cancellations by other candidates quicker and get to take empty slots quicker
6.) I live in New York City near testing centersI am receiving extra time as my accommodation and have found it extremely stressful to book an appointment because they are not available in my areaIt is not my problem if they don't have enough space because those locations are in a busier areaI know other people taking the exam in different parts of the country that are not having the same issuesIn fact I am going to New Jersey to take my exam on November 20th when as I stated there are locations within walking distance of my houseThis is not accommodating
7.) Between Pearsons policy of requiring people with disabilities seeking accommodations to call and their testing centers in New York City not having enough space, I find myself being disadvantaged by Pearsons policiesIt is giving me less then a fair chance to book an appointment or get a spot for a cancellation since I have to keep calling instead of being able to book online as everyone else
8.) This exam is difficult and stressful enough especially with a disability and in fact this is my third time taking itPearson is making it more stressful for me not less or equal to anyone else and THAT IS NOT AN ACCOMMODATION!!!!!!
9.) I plan to also file a complaint with the American with Disabilities in Washington DC if not for me for future candidates
Final Business Response /* (1000, 19, 2015/12/07) */
The policy at Pearson VUE is to provide each candidate, with or without an accommodation request, a place to sit for their exam within a reasonable distance from their city in a timely mannerIn this case, we were able to do so and the candidate was able to sit for his exam at the end of November,

I am rejecting this response because: I would like to know when the credit will be issued? And where you will be issuin it?

Initial Business Response /* (1000, 8, 2015/10/26) */
Re: Case Number ***
Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure examsPerson VUE operates over 5,Authorized Test Centers
The candidate did not
finalize the rescheduling of his examIf the exam was successfully rescheduled the candidate would have received a confirmation email including his new test dateAs a gesture of goodwill Pearson VUE will extend a voucher to the candidate to reschedule his examA customer service representative will contact the candidate to provide voucher and rescheduling instructions
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

I am rejecting this response because:Thank you for your response, but I would like to to know who is the company responsible for those chargesI called today ###-###-#### and the customer service representative stated that the additional $charge is for Pearson VueOk if they dont want to refund me I still consider that unethical. I still think that the company should make it harder for students to make the same mistakeThe system should pick up on this type of mistakes and should not allow the students to do itI would like Pearson Vue to compromise on make a changes to the system and have additional popping warning messages saying something like; click the box to confirm you agree that you are taking your exam in Canada or something similar, so other students DO NOT make the same mistake. Thank you ***