Pearson Education

We attempted to contact this customer to resolve the issue, but he responded saying he refused to speak to us and we would have to go through Revdex.com. We have issued him a refund, which will be processed to his credit card in 3-5 days. Thank you

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 erased. We 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.

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.  "Pearson
has resolved the dispute with the candidate."

Initial Business Response /* (1000, 5, 2016/03/11) */
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.
Pearson VUE works with Massachusetts Real Estate to...

deliver exams to candidates in a fair and balanced manner. We deliver the test on behalf Massachusetts Real Estate and follow the guidelines set-up for testing. Both the Candidate Handbook (provided by the real estate school) and Candidate Rules Agreement state the cell phone policy that is followed in our testing centers. We understand the candidate's concern, however, cell phones are not allowed to be accessed during testing. Below are the excerpts from the Candidate Handbook and Candidate Rules Agreement.
Page 13 Candidate Handbook

Candidate Rules Agreement

Unfortunately, Pearson VUE is unable to provide a refund to this candidate. Pearson 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.

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.  Pearson VUE has refunded the candidate for the order he made by mistake. 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 /* (1000, 22, 2015/09/29) */
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.
Cisco's Rescheduling Policy states:
Candidate Can't...

Test Due To Emergency:
Inform the Candidate that we will reschedule at no additional cost for the following reasons only:
1) A car accident on the way to the testing center involving themselves.
2) A medical emergency for themselves, or an immediate family member.*
3) A death of the Candidate or an immediate family member* on the day of or 2 preceding days prior to the scheduled test time.
4) Dangerous Situations (closed roads, travel advisories, civil upsets/unrests, etc.)

* Immediate family member for the sake of this policy is defined as Parents, Siblings, Spouse, or children only. (Grandparents, Aunts / Uncles, Cousins are not accepted for this policy)
* We do not consider requests to reschedule that are for Work Related Issues or Emergencies.
Above Situations Must Include Documentation (Fax Documentation to ITPC at [redacted]
1) Accident Report filed with, or by Police / Insurance
2) Documentation from the hospital / attending physician
3) Death certificate, obituary listing the Candidate as the deceased, or as a surviving immediate family member*, or the order of service from the funeral listing the Candidate as the deceased, or as a surviving immediate family member*.
4) Dangerous Situations would need documentation that proves Government Officials are advising the public not to travel.
The candidate supplied Pearson VUE with the proper documentation to meet the requirements of Cisco's reschedule policy. Pearson VUE has contacted the candidate and offered to reschedule the exam at no charge. 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, 24, 2015/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accepted the reschedule of my Cisco exam from Pearson Education because they complied with Cisco's rescheduling policy which allows candidates, under certain circumstances, to reschedule exams at no cost, which ultimately is what I was requesting.

Pearson VUE is unable to locate any information regarding this candidate.  We need additional information from the candidate so we can provide an adequate response from Pearson VUE or another business unit entity.

Initial Business Response /* (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 exams. Person VUE operates over 5,000 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 exam. Pearson VUE is committed to providing accurate test center address information and directions in the confirmation email we send to our candidates. However, 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 candidates. It is the candidate's responsibility to arrive at the test center 30 minutes prior to their scheduled exam time. Person VUE will not be extending a refund.
Initial Consumer Rebuttal /* (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 solution. I have laid down multiple example that are factual evidence to Pearson Vues negligence and they will do nothing to fix their wrong doings. This is unacceptable and Pearson Vue does not conduct business in an ethical manner.

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 /* (1000, 7, 2016/01/11) */
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.
Pearson VUE works with Association of Government...

Accountants to deliver exams to candidates in a fair and balanced manner. Pearson VUE will follow-up with the candidate to get this resolved.
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, 9, 2016/01/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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.  This issue was just resolved August 18, 2016 by the PC supervisor.    Pearson VUE has...

refunded the original cardholder the money.  After several reschedules, the candidate wanted a refund on a different card or manual check.  The PC supervisor said he personally spoke to the candidate and the candidate is happy.

Apparently, the student...

filed a complaint with PayPal and they sent us a chargeback in March.  PayPal debited Pearson the $65 and in turn refunded the student.  I am not sure why the student is still saying he hasn't received a refund but he can go back to PayPal with the below transaction number and they can research the status of the transaction for him Chargeback Settlement ID# [redacted]  PayPal took the funds from Pearson on 3/23/17 so the student should have received a refund within 10 days of that date

A refund has been issued to this customer

The customer has been contacted and his voucher has been extended.  We 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:
I shouldn't have to fill out a request to be treated like a person. How committed are you really?No body cares how many people you say you employ in your response.Commit to the issue and stop avoiding it. This is what got you in trouble in the first...

place, dismissing people.I reject your crappy excuse about filling out a special request form in order to be treated with dignity. Even a dog has enough sense to run away from your testing center.

Initial Business Response /* (1000, 13, 2015/05/18) */
Case number: [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.
The identification...

requirements for Microsoft Certification Exams require candidates to present two forms of ID on test day which must be original and valid (unexpired). The first and last name candidates use when they register must exactly match the first and last name on the IDs presented on test day. Exceptions to this policy must be accompanied by valid renewal papers and must be pre-approved by the Pearson VUE Customer Service Center at least three (3) business days before the scheduled test appointment. This policy is available for review at: http://vue.com/microsoft/ms_id_policy.pdf. Pearson VUE has extended a gesture of goodwill and this candidate was issued a refund 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.

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.  Pearson VUE was able to get the candidate in for testing that same day and the candidate has...

completed testing.  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.

At approximately 10:36:36 am the GMAT candidate, summoned the proctor for his first optional break. The candidate was checked out at 10:36:44 at which time he left the front desk area. The candidate returned to the reception area at 10:41 and proceeded to enter his locker, withdrew a snack and sat in the waiting area until 10:45 when he returned his snack to his locker and proceeded to be checked back in. At 10:45:46 the candidate was checked back in at the front desk and escorted to his workstation where he was seated at 10:46:06. When he was seated the candidate saw the message indicating that he had gone over his allotted break time by 4:12 seconds. He asked the test administrator about the time which resulted in his losing an additional minute or so. At the second optional break the candidate asked to speak with the supervisor about being compensated for the time lost. The candidate was informed that time would not be added back on because he took too much time on his break and it is the candidate’s responsibility to keep track allotted breaks. 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 /* (1000, 10, 2015/12/23) */
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.
Pearson VUE understands Ms. [redacted]'s frustration and have...

provided her with a refund on December 15, 2015. 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 /* (2000, 12, 2015/12/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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 me. After 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 card. Thank you.