Pearson Education

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.
Regards,

We just found an earlier incident from the student on 2/8, Incident # [redacted], where he requested a refund.  We responded on 2/9 that we processed the refund for him.  The rep processed the refund this morning because it hadn't invoiced yesterday.  When we email...

students to advise a refund was processed we tell them the refund should appear on their card within 10 days to give us time for instances like this when the invoice may not have processed yet

Initial Business Response /* (1000, 13, 2016/02/11) */
Re: [redacted]
Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure tests. Procedures for The National Council of State Boards of Nursing ("NCSBN") are based on the...

requirements of NCSBN. Policies and procedures are established by NCSBN and Pearson VUE. Both 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 body. It is highly recommended that all candidates read the Candidate Bulletin which provides a detailed outline of the registration process for all candidates. The Bulletin reads:
NCLEX(r) REGISTRATION PROCESS OVERVIEW
1. Submit an application for licensure/registration to the board of nursing/regulatory body (BON/RB) where you wish to be licensed/registered.
2. Meet all of the BON's/RB's eligibility requirements to take the NCLEX.
3. Register for the NCLEX with Pearson VUE.
4. Receive NCLEX Registration Acknowledgement email from Pearson VUE.
5. The BON/RB makes you eligible in the Pearson VUE system.
6. Receive Authorization to Test (ATT) email from Pearson VUE.
7. 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 eligibility. The time period begins when the BON/RB receives your registration from the test service. Once 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 reregistering. A candidate may not have two NCLEX examination registrations (of the same type) open at the same time. If 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/RB. Pearson VUE will not be extending a refund to this candidate. 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, 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 write. Sure 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? None. If the candidate cannot or chooses not to write.

Initial Business Response /* (1000, 8, 2016/02/03) */
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 candidate will be receiving a refund for the fee...

paid. 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, 10, 2016/02/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received my refund check on January 20, 2016. Thank you for helping me with this issue.

Initial Business Response /* (1000, 6, 2016/02/25) */
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 Cisco to deliver exams to...

candidates in a fair and balanced manner. As the candidate stated, his first exam had to be rescheduled due to weather which is out of our control. The candidate took the exam twice, not three time. The candidate stated there was loud noise in the Test Center, but the candidate never said anything to the Test Administrator about noise or any other disruption. Each candidate signs a Candidate Agreement which states they are to raise their hand if they encounter any issues during their exam. This candidate never raised his hand and waited until he got home and then called to complain and at that point, we can't do anything. The proctor noted that there was no loud noise and nobody else complained of loud noise. Pearson VUE will not be compensating the candidate.
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, 8, 2016/02/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Pearson Vue did not address my complaint. There is a widespread issue with this exam, documented on various forums on the internet.
Specifically, there is a problem with one of the Labs (Also known as a Simulator or Simulation), making the passing grade of the exam artificially higher as you are unable to complete the lab.
See this thread for one such example: https://learningnetwork.cisco.com/thread/91575?tstart=0
There are more than a few people complaining about the exact same problem with that lab
Final Business Response /* (4000, 10, 2016/03/04) */
Pearson VUE works with Cisco to deliver exams to candidates in a fair and balanced manner. The candidate stated there was loud noise in the Test Center, but the candidate never said anything to the Test Administrator about noise or any other disruption. This candidate never raised his hand and waited until he got home and then called to complain and at that point, we can't do anything. The proctor noted that there was no loud noise and nobody else complained of loud noise. On the Candidate Agreement that the candidate signed, one of the items states "The administrator cannot answer questions related to exam content. If I have questions of this nature, I will contact the exam sponsor after I leave the testing center." Each candidate signs a Candidate Agreement which states they are to raise their hand if they encounter any issues during their exam. Cisco has not authorized Pearson VUE to answer any candidate questions revolving around content. The candidate should contact Cisco if the exam has incorrect content. Cisco's customer service number is [redacted].
Pearson VUE will not be compensating the candidate. 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.

As per our policy, we do not replace access codes from packages that were purchased through a 3rd party such as [redacted].  However, we will reach out to this student and provide her with a replacement code.  We will only do this one time and in the future she needs to purchase the...

textbook from her school's bookstore or directly from Pearson to avoid these issues

Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure tests.   Procedures for The National Council of State Boards of Nursing (“NCSBN”) are based on the requirements of NCSBN.  Policies and procedures are established...

by NCSBN and Pearson VUE. Both parties are obligated to adhere and enforce these policies and procedures even handily.  It is highly recommended that all candidates read the Candidate Bulletin which provides information for all candidates on contacting the board of nursing.  The candidate is told that any name changes must be made by the board.  The board will copy over what we have in our system if they do not match.  The requirement is the board of nursing/regulatory body needs to make the necessary changes.  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.

Initial Business Response /* (1000, 5, 2015/07/22) */
Unfortunately, I am not able to search for this customer by name alone. I need to know which testing program he is testing for before I can research this further.
Initial Consumer Rebuttal /* (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 2 - Governmental Accounting, Financial Reporting and Budgeting - English - (ENU)

Candidate: [redacted]
Candidate ID: [redacted]
Registration ID: [redacted]
Date: 17 July 2015
Time: * 12:00 PM
Appointment Length: 135 Minutes
* Time shown is test center local time.
Test Center Location (Directions shown below)
Pearson Professional Centers-Washington DC
[redacted]
Washington, District Of Columbia 20036
United States
[redacted]
Final Consumer Response /* (2000, 19, 2015/08/19) */
Final Business Response /* (1000, 17, 2015/08/19) */
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.
To cancel an the Governmental Accounting Financial Reporting exam candidates must contact Pearson VUE 24 hours prior to the time they are scheduled to sit for their examination. This candidate was considered a no-show as the exam was not cancelled within the policy window. As 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]

Initial Business Response /* (1000, 6, 2016/01/07) */
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 Cisco to deliver exams to...

candidates in a fair and balanced manner. Cisco owns the information regarding the candidates and Pearson VUE is unable to modify candidate information without written consent from Cisco. It is our understanding that Cisco has been working with the candidate on trying to resolve the multiple accounts. Pearson VUE will not be compensating the candidate.
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.

This customer contacted us several times and each time was given instructions on how to obtain a refund. A refund was processed today.   He paid by PayPal, so it can take up to 10 days for him to receive the refund via PayPal that's PayPal's policy not Pearson's

TellPearson 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 voicing your comments and concerns we value your input and have researched the...

information you have provided.  Pearson VUE recognizes that candidate comments contribute to our pursuit of increasing the overall exam experience.  It is unfortunate that you were unable to schedule you exam within the window your voucher was valid.  While it is not policy to provide you with new vouchers based on your complaint, as a gesture of good will Pearson VUE has provided you with new vouchers for your examination that will expire on December 31, 2016.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 candidate and Pearson VUE have resolved this complaint outside of the Revdex.com process.  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.We appreciate you providing your feedback regarding your test registration experience.  Pearson VUE...

recognizes that candidate comments contribute to our pursuit of increasing overall examination quality. The candidate and Pearson VUE have been in contact with each other and have resolved the matter to the candidates satisfaction.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.

A credit was issued

Initial Business Response /* (1000, 22, 2015/09/01) */
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.
Evaluation Systems has rules and polices in place to...

establish a secure and fair-minded exam opportunity. Candidates 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 adornment. The matter was researched and confirmed that staff incorrectly requested these items be removed. As 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 immediately. The candidate may wish to ask for an incident report number so that they may follow-up with 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 charge. The candidate should contact Evaluation Systems customer support at [redacted] after the score report release date to request a voucher, if applicable.
Lastly test scores are unable to be processed in the manner requested. To 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 Business Response /* (1000, 11, 2015/08/24) */
Re: [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 candidate scheduled two consecutive...

exams for the same day. Upon registering for her exams the candidate received an email order confirmation letter that included the reschedule policy, "Reschedule Policy, if you wish to reschedule your exam, you must contact Pearson VUE at least one business day prior to your exam appointment. Rescheduling an exam less than 24 hours prior to your appointment is subject to a same day forfeiture exam fee." The cancelation policy for this exam is also communicated to candidates in the email confirmation letter, "Cancel Policy, if you wish to cancel your exam, you must contact Pearson VUE at least one business day prior to your exam appointment. Cancelling an exam less than 24 hours is subject to a same day forfeiture exam fee."
The candidate did not reschedule or cancel her exam in accordance with the policy and therefore we will not be extending a refund. 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.
Initial Consumer Rebuttal /* (3000, 13, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After visiting Pearson Vue's website, it says but I did not reschedule because I planned to take both exams on the scheduled day. After taking the first exam and not passing, I realized that I was not ready for the second exam. I then spoke to the Director at Cybersoft Technologies as well as informed Person Vue but no one was able to help me.
As a first time test taker of Pearson Vue, I thought they would understand the situation and allow their me to sit for another exam but I see that all they care about is taking people's money. This business doesn't give a damn about anybody but themselves
Pearson Vue does not look at each case carefully, they respond with their standard message. This business has treated me as if I scheduled for an exam and did not show up or call them....which was not the case.
All I have asked is to receive a PEARSON VUE credit to reschedule my exam and take it for a future date ...not asking for money back but just to take a damn test.

Pearson's Solutions team is working on this issue.  They state that this issue was caused by school doing a Blackboard "update" (they use the old "Chalk" system for these courses) which broke the connection to XL - their folks are working with Blackboard and XL is seeing if there...

is anyway to "fix" on our side but although a patch is being planned - not confirmed this will fix the issue.  This issue is really with the school and Blackboard but we will reach out to the Rep for that school and see if there is anything they can do.

Initial Business Response /* (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

Initial Business Response /* (1000, 5, 2015/06/05) */
Re: [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.
We appreciate your input and have...

researched the feedback you have provided. Pearson VUE recognizes that candidate comments contribute to our pursuit of increasing overall registration and examination quality. Our 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 needs. Pearson VUE has reviewed your complaint and will take your feedback into consideration. At this time, the candidate has scheduled his exam and therefore Pearson VUE considers this matter resolved. We request that you close this complaint with notation of timely response and proper handling of the underlying incident.
Initial Consumer Rebuttal /* (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 /* (1000, 8, 2015/10/08) */
The student never replied to an email from customer service and after 3 reminders via email that we were waiting for a response, it auto closes since we did not get a response from the customer. he emailed us in the evening on 9/30/15 requesting...

refund stating he was dropping out due to medical reasons. We processed a refund and confirmed his refund on 10/1/15