Pearson Education

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 does deliver tests for Cisco. The candidate has an opportunity at the test center to...

obtain different materials for the test. It 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 complain. This could have all been taken care of at the testing center. Unfortunately there is no free exam or retake or discount. 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.

Complaint: [redacted]
I am rejecting this response because:it should not matter where the issue is. I need a solution as I have already paid the money for my course and haven't been able to access. If you cannot get the patch to work which I've heard from no one if it has or hasn't worked, then would starting the course over help? Blackboard updates all the time and I've never had this issue with your site in the past or other education sites. I need a solution. 
Regards,
[redacted]

RE: Complaint by [redacted] W. [redacted], Revdex.com 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.

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 /* (1000, 13, 2016/03/08) */
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 apologizes for the computer hardware...

glitches during your exam. While Pearson VUE and it's test centers try to prevent these types of issues, they do arise from time to time. Because of this, Pearson VUE has a policy in place to provide candidates with options on how to proceed with their exam. Pearson VUE's policy is to either cancel and refund money to the candidate or reschedule the exam at no cost to the candidate, depending on the candidate's preference. Once the candidate completes the exam their score is available to them and at that time we can no longer offer the rescheduled exam. Pearson VUE has contacted the testing center in regards to this matter. The testing center offered the candidate an opportunity to reschedule the exam and confirmed that the candidate choose to continue testing. The candidate received an opportunity to review the exam and the exam score, therefore Pearson VUE is unable to reschedule nor compensate the candidate as the service was provided. If you have further questions for Pearson VUE, then you may contact us by visiting www.pearsonvue.com/oracle/contact."
Pearson VUE will not be offering the candidate a refund and we therefore 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, 15, 2016/03/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not receive an offer to reschedule the exam when the computer hardware crashed. This can be verified by calling and speaking to the administrator. I motioned to the administrator and she saw that the computer had crashed. She was unable to get it restarted and got tech support on the line. Eventually between her and another man, they were able to get the computer and the test restarted. I sat back down and continued the test. When there was another hardware fault, once again I motioned to her and she said to simply dismiss the error and continue the test. The remaining 4 hardware faults I dismissed and continued each time until I finished the exam. The answer provided by Pearson VUE is false. Please contact the person who administered the test and ask her what happened. As a side note, what is the difference between paying again for the test or not paying for the test, I am still retaking the test. The only difference is $245 more dollars out of my pocket. Pearson VUE provided false information in their response and I demand a retest without paying again.
Final Business Response /* (4000, 17, 2016/03/14) */
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 a policy in place to provide candidates with options on how to proceed with their exam when there is a hardware issue. Pearson VUE's policy is to either cancel and refund money to the candidate or reschedule the exam at no cost to the candidate, depending on the candidate's preference. Once the candidate completes the exam their score is available to them and at that time we can no longer offer the rescheduled exam. As a gesture of good faith, Pearson VUE will extend a voucher to the candidate for a retest. The candidate will be contacted shortly.
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.

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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  Pearson Vue refunded the order that I made by mistake, and I was then able to order the correct item.Thanks to Revdex.com and Pearson Vue for your help in resolving this issue quickly.   This resolution was most satisfactory!

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]

I am not sure why the customer has rejected our response as it is what she asked for.  A refund was processed on January 24, and takes 3-5 business days for the credit to show on her account. She responded to the Revdex.com prior to the credit showing up...

in her account. She should check again. thank you .

I am rejecting this response because:
I tried cancelling repeatedly well before the day of the exam and their system wouldn't credit my $150. I contacted their customer service and they wouldn't help me cancel/reschedule exam stating the exam was expiring. I want my $150 back or be able to take the test I paid for.

Initial Business Response /* (1000, 8, 2015/10/02) */
The following email was sent to the customer on June 26, 2015 asking that she call us so that we can process her refund of $80.
Thank you for contacting Pearson VUE. With regards to incident number: [redacted]
We have reviewed your...

request to to cancel your current GMAT appointment and would like to honor your request for a partial refund of $80USD.
For this matter, please contact our call center by phone at your earliest convenience and an agent there will be able to assist you further. Please be sure to reference your incident number when you call as this is our way of tracking this matter.
You may view a full list of our phone contacts on the right-hand side via the link below:
Contact Us - GMAT
If you have any further questions or inquiries, please contact us again.
With Kind Regards, Kristen H. GMAT Customer Service Representative Americas Region Pearson VUE
Telephone (toll-free): +1 (800) [redacted] (4628) Telephone: +1 (952) [redacted] Fax: +1 (952) [redacted]
Pearson Always Learning Learn more at www.pearsonvue.com *If you intend to reply to this email, please include all previous correspondence.
Initial Consumer Rebuttal /* (2000, 10, 2015/10/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We have received the $80 refund. The company called us once we submitted a complaint to the Revdex.com. Kristin (from the above email)only gave us a number to call and that was part of our this complaint because no one could help us when we called the number. Once we complained to Revdex.com Michelle at Pearson called us and processed the refund. So thanks for your help and we totally accept the response.

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.I finally received a hard copy of my ITIL certification and this issue can be closed.

Initial Business Response /* (1000, 14, 2015/09/17) */
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.
Pearson VUE reviewed the...

registration systems the day the candidate thought that there may be a glitch and concluded that there were no reported issues with the registration system internally nor were any complaints fielded externally from other Pearson VUE test candidates. If the candidate was experiences difficulties on her end with the registration system, the Pearson VUE call center is available by phone, chat or email. In addition, after candidates complete their registration with Pearson VUE they immediately receive an email confirmation verifying the date, time and location of appointment scheduled by the candidate. Pearson VUE will not be extending a refund.
Pearson VUE therefore considers this matter resolved and respectfully requests that you close this complaint with notation of proper handling of the underlying incident.

Dear [redacted],My name is [redacted], I am a Team Leader in Pearson's Higher Education Customer Service department.  I recently received a copy of the Revdex.com complaint your filed.  Your complaint states you purchased an access code for Mastering A&P with eText access...

and you have not been able to register with the code.  You are receiving an error message that the code has already been used.  If you purchased your access code new, not used, from a bookstore or online retailer, please contact your point of purchase.  The bookstore should replace the access code for you at no additional charge.Sincerely,[redacted]Customer ServicePearson

Review: I registered for my class online with [redacted] a branch of Pearson Education on 10/23/15, everything went through fine and then on 10/24 I tried to login and it was not letting me saying "your registration was unsuccessful". Keep in mind that this one of my classes in order to receive my Bachelor's degree, therefore, having access to this class in pertinent to my future. I tried contacting their technical support via not only, online chat, but also the phone. Neither of which was able to provide any sort of resolution other than "registering again by creating a new email" "or re-purchasing the code" thus, both require me to spend an addition $41.80 of which I had already paid. The matter was handled very unprofessionally and the online chat representative was overall very sarcastic, rude, and below satisfactory in providing any sort of customer service, let alone resolutions. I have screenshots of our conversation.PS I made my payment with a ** gift card, therefore, I don't have a bank statement to reflect it.Desired Settlement: I would simply like access to my class be it having a promotion credited or just simply granting me access to the account I paid for and even technical support saw that I was in the class.

Business

Response:

Our customer service manager spoke with this customer and it appears she has access to what she needs. We advised that she will be provided a refund if she was charged twice. We will also be investigating how customer service agents handled her concerns

Review: Pearson Education charged my credit card twice on January 23, 2014 for a purchase that was made on January 21, 2014. I have spoken with the company via live chat, telephone conversation and lastly email; 2 emails between the company and myself detailing the error. The company's response to the fraudulent charge is that it is a bank hold to verify that the funds are indeed there and that my bank will release the hold in 24 to 48 hours. My bank statement does not say hold or anything of the like, it reads "purchase." It is obviously not a hold, especially since the transaction happened 11 days ago as of today. I would like to note that the customer service person I chatted with on February 2, 2014 via live chat did indeed acknowledge that I was charged twice. However, the person who emailed me regarding my "refund" stated that it was "just a hold" and my bank should be releasing those funds. The emailed stated it was part of their process.

This is not a hold, it is a charge. The funds have been removed from my account.Desired Settlement: I do want my money back, I want it replaced immediately.

However, how can a company compensate me for the loss of my funds for over 11 days and the countless hours I have had to work to retrieve my stolen money (that should never have been taken in the first place)?

Business

Response:

Pearson has refunded the customer. The refund should post back to her credit card within 3-5 business days

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

However, please note that this situation due to Pearson Education's error took several hours of my own time to resolve. Only when the Revdex.com became involved did I receive my due compensation. It is a shame that a company can take funds, unauthorized, from someone's account and not be held liable for their mistake. I was without those funds for more than 7 business days and used my own valuable time to research a solution; all due to no fault of my own.

Regards,

Review: We sent a check to Pearson made out to Work Sampling Systems. They replied to us that the check was made out wrong. We sent a second check to Pearson. They cashed both checks. That was in October of 2012. In January I received a statement showing a credit balance. I called and was told to send an email to [redacted] requesting a refund of my credit balance. I did that on 1/8/13. I resent the email on 2/21/13. I called March 26, 2013, sent an email April 2, 2013, completed a customer satisfaction survey 5/7/13, Called 5/14/13, called 7/11/13, called 7/16/13 to three different departments. I was told to send an email requesting a refund of my credit balance, this time to a different email address.Desired Settlement: I want my money. This company seems to enjoy sending me to different departments. No one seems to know what is going on.

Business

Response:

I have reached out to the customer service dept. to inquire about the whereabouts of this customer's refund. For some reason, it was not processed in a timely manner. I have asked customer service to process the refund on a rush basis and

the Refund request has been paid today with the check# [redacted]. Check has been sent via overnight delivery. Tracking number is [redacted].

We apologize for any iconvenience this has caused. If you do not receive your refund on Monday, please contact me directly at [redacted]

thank you

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

THANK YOU SO MUCH FOR YOUR HELP! THIS CHECK WAS SENT TO ME IMMEDIATELY AND I RECEIVED IT TODAY!

Regards,

Review: Website and text support tells me to contact them via email to start the refund process, it has been well over 3 days and no response from them. I have tired to email and call more than five times each and no help.Desired Settlement: I wish for the money to be returned to the bank account it was charged to.

Business

Response:

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

Review: I ordered textbooks online through Pearson Learning NJ and charged $60.87 via VISA on 1/13/15. After receiving them in the mail, it was determined that textbooks were not what I wanted. I called company to return them and received a return authorization on 1/23/15.

I returned the textbooks via UPS on 1/23/15 and this was confirmed (via UPS tracking) delivered on 1/29/15 to the company warehouse. I called 2/24/15 to follow up as we have not received credit yet on our VISA. Told it would take 4-6 weeks to process. Husband called after 6 weeks to check and still have not credited the amount to our VISA. Case was opened with the company.

Husband called to follow up a few weeks later and still have not resolved this issue. Seems like our refund "fell through the cracks"

It is now 5/22/15 and still have not received credit on VISA. We have opened another case to resolve this issue. The company has all this information recorded / documented in their system.Desired Settlement: Please promptly refund $60.87 to our VISA card. if this is not possible for whatever reason, please issue a check in that amount to our home address.

Business

Response:

The credit card refund was processed on 05/21.It will probably reflect on the account this week

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.

Review: I purchased an access code for [redacted]. I purchased it online from the Pearson site, and it didn't work. I contacted their support (which is outsourced to a different country), and this lady kept asking me my name over and over and putting me on hold. Over an hour later, her solution was to tell the professor he needs to "add you to the class list", and my professor had no idea what she was talking about, and homework was due.

They never got it working, so I bought a second code with another email account (So I paid $66 twice) to complete my assignments. I called the next day to request a refund, got hung up on. Called again, wasn't able to speak with a supervisor. She confirmed she wasn't in America. As of now, I've paid $132 for a $66 access code, and I've spent more than an hour talking to people from another country.

Pearson outsources its support to some other country, and you can't contact someone in America who speaks good English and can do anything at that company. And it's a shame colleges force us to use them.Desired Settlement: I'd like to be refunded my money in full for the terrible service, not to mention the fact that they billed me twice and wouldn't fix that but just hung up on me from whatever country their number goes to.

Business

Response:

A refund has been processed for his original transaction as he requested. We advised him the refund, $66, will post back to his creditcard within 3-5 business days.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I want the lady who hung up on me and refused to help reprimanded or fired. You think it's okay to outsource your support to another country and provide no way for customers to contact you just because you've cornered the online education market in the US?Students are forced to use Pearson Education, but that doesn't mean we can't file a complaint for unacceptable treatment by the people in another country you outsourced your work to. Pearson is still responsible for its work, even if it's being done in a remote country by someone who hardly knows English.I want it investigated who handled my account, and I want them retrained on customer service.

Regards,