Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/09/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** confirmed a refund, but I never received it. I disputed the charge with my credit card company. Now, **** says that I owe them the money I disputed. It has since accrued fees up to $135. I have been in contact with them for the past 3.5 years about this. For a while, **** kept telling me I needed to work it out with my bank. I talked to my bank many times and they confirmed that they never received the refund. Now, **** just keeps telling me that their billing department is looking into it. They have been "looking into it" for months. Whenever I call to ask about updates, they say that my contact person is not available. It was *****, now ******* is my point of contact. The testing site is holding my scores, preventing me for earning my teaching credentials. This has been ongoing and they are not making progress. I don't even think they are trying.

  Business Response

  Date: 04/22/2025

  Our records indicate that this customer does owe a balance to *********************************************; however, we are unable to provide further information due to the age of these transactions. Therefore, as a one-time courtesy only, we have waived the current balance on her account and are working to release her held test scores. The payment policies and other policies published on the **** website and agreed to at the time of registration will apply to all future registrations and purchases.

  Customer Answer

  Date: 04/26/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:12/13/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I schedule to take the **** ******* ******* * for Monday, Dec. 9, 2024 online. I ran the system test and went through the whole process to take the test. The exam could not be delivered. I tried 3 more times and spend more than two hours going through the whole process to no avail. Finally, somebody told me that they did not know why the application was not working. I then needed to change to in person taking the exam at a testing center. To do this, I had to cancel and withdraw the exam. This prompted me to register again and pay the fee. When I registered originally to take the test, the fee was waived and now the fee has been reinstalled. I want Pearson to schedule my exam in a testing center because it was their fault that the exam could not be delivered on the day I registered for. I am tired of calling Pearson and dealing with this issue. Not to mention that the online proctors do not speak English well and it is VERY challenging to understand what they are saying.

  Business Response

  Date: 01/07/2025

  RE: Complaint #******** 

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE delivers exams through our network of over 5000 Authorized Test Centers and via our on-line testing system, OnVUE

  We can confirm the candidate's December 9, 2024, exam could not be launched, and we have also confirmed that there were no technical issues with Pearsons OnVUE on-line testing system on this date. Any issues were the result of the candidates equipment and/or internet connection.
  

  When testing via OnVUE, candidates are responsible for verifying that their equipment and internet meets all system requirements as listed on the program website at *******************************.
  

  The candidates exam was cancelled and therefore available to be rescheduled. Candidates who wish to reschedule again via OnVUE, may adjust their testing system or location to better meet the systems requirements, for example, they may choose a different location to take their test from, where they can use a wired ethernet connection versus WiFi which can be less dependable.
  

  When a candidate chooses to forego the on-line testing option and test in a test center instead, they can simply withdraw their registration, and use the credit they receive to purchase a test center registration. This candidate, however, was in the unique situation that she registered for the exam under a CA fee waiver program, effectively registering for free. This means when the on-line proctored registration was withdrawn there was no credit available for her to use for a new test center registration.
  

  We believe that we have resolved this issue to the benefit of the candidate, therefore Pearson VUE considers this matter resolved and respectfully requests that you close this complaint with notation of proper handling of the underlying incident.

  Customer Answer

  Date: 02/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had to cancel a test and it was made on a prepaid gift card. There support said that I would need to find the prepaid bank and have then reactivate that card to get a refund. They refused to do anything and said it was my problem and they could not change payment information. I have tried calling 8 more times and when they pull up my account they hang up on me. The screen shot shows the order and the card in there is no longer around. Thats the screen I got when I looked at my account.

• Initial Complaint

  Date:11/04/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********************** has recently experienced tragedy in the form of Hurricane ******. This should be kept in mind as Pearson Customer Support has added an unnecessary amount of extra stress during this time. I first contacted customer support on Monday, October 14 when I realized I needed to update my email address for my existing account. I have my university email address associated with my account and no longer have access to that email. I contacted them via the online "Secure Document Uploader Form" explaining I needed to update my address in order to access my account and register for my Pearson exam. I attached my social security card to the form as identification. I called Pearson Customer Support on Tuesday, October 15 to confirm they received my submission as I did not get an email confirmation. The lady was rude and said I needed to be patient and wait for an email. She apparently could not address my issue on the phone. I heard back from an automatically generated email on Friday, October 18 saying I did not upload the correct form of identification. I resent the message and my driver's license (the correct form of identification) that same day on the Secure Document Uploader Form. I did not hear back and still currently have not received any communication from Customer Support. I called twice on Friday, October 25. No one ever answered; I was placed on hold both times for longer than I had time for and had to hang up. I contacted them again on Monday, October 28 using their "Email Communication Form," explaining I had been trying to reach them and what assistance I was looking for. At this point, I am very frustrated and just need to change my email to my existing account so I can register for their exam.

  Business Response

  Date: 12/02/2024

  RE: Complaint # ********
  
  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE delivers exams through our network of over 5000 Authorized Test Centers.
  
  The candidates uploaded documents were received on October 15, 2024. Their information was updated as requested on October 21, 2024.
  
  An email was sent to notify the candidate the update was made, however, due to an error it was not sent to the correct email address.
  
  Since that time, the candidate has successfully accessed their account using the updated email address, and she has registered to test.
  
  The updates and resolution the candidate was requesting are complete,  therefore, Pearson VUE considers this matter resolved and respectively requests that you close this complaint with notation of proper handling of the underlying incident.

  Customer Answer

  Date: 12/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:07/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just noticed a charge on 5)12 Eval Systems Test Fee *********** MA . Definitely didn't take a test and this is fraud.

  Business Response

  Date: 07/19/2024

  RE:?Complaint ID ********
   
  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE delivers exams through our network of over 5000 Authorized Test Centers. 
   
  This candidate contacted Massachusetts Tests for Educator Licensure (****) **************** on July 12, 2024, to say there was a $139 charge that she did not make for May 12, 2024, on her bank statement.  We responded via email that same day, advising that our records confirm no payment has been collected through the candidates **** website account since 2023, suggesting she consider whether educational activity by a family member may have been the origin of the charge, and finally, if she still cannot identify the origin of the charge, we advised she contact her financial institution.
  
  The bank document provided as part of this BBB complaint appears to be for the year 2020.  As a result, we looked further back in the candidates **** testing account, and have verified the candidate completed a registration for the **** English as a Second Language (ESL) exam, and her credit card was charged $139 on May 12, 2020.  After rescheduling her exam appointment several times, the candidate attended her ESL exam appointment on September 27, 2020, at the *** Technologies test center, thereby consuming the purchased exam authorization.
  
  Pearson VUE considers this matter resolved and respectfully requests that you close this complaint with notation of proper handling of the underlying incident.

  Customer Answer

  Date: 07/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Sir/Madam,I am writing to lodge a formal complaint against NCS Pearson Inc. (Pearson VUE) for their unfair and unprofessional treatment during my ***** ******* exam conducted online on Nov 2 2023 through their OnVUE platform.I registered for this exam with Registration ID: ********* and paid a fee of $400, expecting a smooth and trouble-free exam experience. I checked in on time using my phone and followed all necessary steps, including putting my phone away as directed. I was connected to a Pearson OnVUE online proctor via video feed, and began the terms and services and software tutorial.During the tutorial, the proctor insisted that I remove my watch from my wrist and place it out of reach immediately. I promptly complied, messaging the proctor to confirm that I had done so, and carried on with the tutorial and subsequent exam.However, five minutes into the exam, the proctor abruptly terminated it, citing a violation of exam policies for leaving the camera view. This action contradicts the proctors earlier instructions and has left me feeling both professionally slighted and unfairly treated.Despite my attempts to resolve this issue through Pearson's support with case number ********, I still have not got a resonse from them. I face an imposed waiting period of one week before I can retake the exam. This not only wastes the time I spent preparing for the exam but also calls into question the integrity of Pearson's online proctoring.As such, I am submitting this complaint to the BBB with the following requests:1. Immediate refund of the full $400 exam fee. Because the exam is never finished. 2. Reasonable compensation for the time spent preparing for the exam and the time I must wait before retaking it.3. A formal apology from NCS Pearson for the unfair treatment and unprofessionalism.4. An investigation into the conduct of the proctor in question and appropriate action taken, including potential suspension or termination.Sincerely,******

  Customer Answer

  Date: 11/09/2023

  Dear Better Business Bureau,
  
  I am writing to provide an update on my previous complaint against NCS Pearson Inc.  (Pearson VUE) dated 11/3/2023. I am pleased to inform you that a customer service representative from Pearson contacted me on Monday, November 6th. They provided me with a detailed explanation of what went wrong during my ***** ******* exam and have issued an exam voucher as a resolution to the issue.
  
  I would like to express my gratitude for the Better Business Bureau's involvement in this matter. Your support and prompt attention have undoubtedly contributed to the satisfactory resolution of my complaint.
  
  With the resolution provided by Pearson, I consider this matter resolved and am satisfied with the outcome.  I understand that my rights to take any further actions are still preserved if needed.
  
  Once again, I sincerely appreciate the assistance of the Better Business Bureau in resolving this issue and would like to thank you for your commitment to maintaining fairness and professionalism in the marketplace.
  
  Sincerely,
  ******

  Business Response

  Date: 11/16/2023

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE operates over 5,000 Authorized Test Centers. The candidate was offered a service voucher to retake their exam, which was sent to them via email. The candidate rescheduled the exam and was taken on November 10, 2023.  Pearson VUE therefore considers this matter resolved and respectfully requests that you close this complaint with notation of proper handling of the underlying incident.

  Customer Answer

  Date: 11/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Xinxin Sun

• Initial Complaint

  Date:09/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I registered and paid for my EdTPA in February 2020. As we all know, the Covid19 pandemic shut down schools and I was unable to finish my student teaching at the time. While student teachers waited for advice on how to complete the TPA, the clock was ticking on completion time after registration. The school year of 2020-2021 was all virtual and many new teachers found it difficult to complete the EdTPA, while also navigating online instruction during their first year. As a new teacher, I was unable to complete the EdTPA before my registration expired. Before my registration was set to expire in July of 2022, I emailed EdTPA and requested an extension. I did not know at the time that all new registrations for teaching assessments were free. A representative from Pearson, perhaps disingenuously, offered me a fee waiver for a new registration (as if it was a courtesy), but did not offer a refund on my original registration. Again, all new registrations should have been free at this time. In July of 2023, CA passed SB 114, which waived the EdTPA for all new teachers who were affected by the Covid 19 pandemic, in regards to being able to finish the EdTPA. My requirement was waived by the State of California and I withdrew my current registration for the EdTPA shortly after. I reached out to Pearson on several occasions, via email, in an attempt to receive a refund (considering services were not rendered). I was denied this courtesy on every occasion. I am simply requesting a refund for my original $300, considering the extenuating circumstances of the pandemic and the fact that there is no portfolio to be graded.

  Business Response

  Date: 09/27/2023

  The edTPA is a performance-based portfolio assessment which requires aspiring teachers to demonstrate readiness to teach through lesson plans designed to support their students' strengths and needs; engage real students in ambitious learning; analyze whether their students are learning, and adjust their instruction to become more effective.
  
  As explained in the Withdrawal/Refund Policy on the edTPA website (www.edtpa.com/PageView.aspx?f=GEN_CandidatePolicies.html) and acknowledged at the time of registration, edTPA registrations are valid for 18 months from the date of registration. If a candidate does not withdraw before the 18-month window has expired, they will not receive a refund or credit of any kind. The Secondary History/Social Studies (National) registration created on February 26, 2020, was not submitted or withdrawn and the registration expired on July 1, 2022. We are unable to renew or refund expired registrations; therefore, we cannot honor the candidate’s request for a refund of the fees paid for their expired edTPA registration.
  
  As a one-time courtesy a voucher was provided to the candidate so they could complete a new registration (valid for an additional 18 months) at no additional cost in order to submit their edTPA materials. The voucher was provided because at that time California edTPA candidates were paying initial registration costs be reimbursed at a future date, pending eligibility confirmation and subject to approval by the California Commission on Teacher Credentialing. When a voucher is applied toward the fee when a candidate registers, we are unable to provide a refund of any kind if the registration is withdrawn at a later date, as no payment was collected.
  
  We consider this matter resolved and respectfully request that you close this complaint with notation of proper handling of the underlying incident.

  Customer Answer

  Date: 09/27/2023

  
  Complaint: ********
  
  I am rejecting this response because: Pearson is not taking into consideration the unique hardship that Spring 2020 teacher candidates faced during the Covid-19 pandemic, which resulted in months of no guidance on how to complete the EdTPA when schools shut down and finally provided video-based guidance that was impossible for most teacher candidates to fulfill at that time (due to regulations from local school districts that mandated anything taught via **** was solely enrichment and could not negatively impact a student’s grade. Many students opted out of even showing up online during that time and therefore it was impossible to meet the requirements of the EdTPA. If I had known in February 2020 that schools would close down a month later, in March 2020, I would not have registered and paid $300 for the EdTPA. Because many teacher candidates during that time have found it difficult to complete the EdTPA during their first years of teaching, due to continued online learning and teacher induction, the State of CA graciously waived the EdTPA requirement for those impacted. Pearson is capitalizing on a crisis by not refunding fees to affected teachers who have since withdrawn due to this waiver. I am disappointed by these predatory practices and will be forwarding this experience to the ** *********
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:08/02/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 31, 2023, I took the VCLA exam. I sent a chat message to the proctor because the instructions indicated that I had up to a 15 minute break during the exam. The initial response was that my exam did not allow for a break. I corrected the proctor. The proctor checked with a supervisor. The proctor came back and said yes that I could take a break. I responded that I was going to use the restroom now. I stepped away for less than a minute as I don't have a large home at all. The same proctor said why did you leave the area? I said you just told me I could use the restroom. All of this is in the chat AND on the camera. EVERY representative from this company except one named Kristin has been rude and adhering to this 7 day process to review and evaluate. I was told rudely again today that I had to wait for VCLA to conduct the investigation because PearsonVue did not identify a technical error. I asked how a proctor error is NOT a technical error and the rude response was, "Maa'm I can't answer that question. We are evaluating." This is ridiculous and wrong that I am being accused of wrong doing and forced to wait 30 days to retake and school begins in a couple of weeks. I've been asking for senior executives to complain but none have been given. My version is easily verified by the recording AND the chat transcript.

  Business Response

  Date: 08/07/2023

  This response is regarding BBB Complaint # ********

  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams.  Pearson VUE delivers exams through our network of over 5000 Authorized Test Centers and via our on-line testing system, OnVUE. 
  
  This candidate tested via the OnVUE online-proctoring system on July 31, 2023 and her exam was revoked for a rules violation – leaving webcam view.  When testing via OnVUE, candidates are responsible for following all rules of test participation as outlined on the program website at www.va.nesinc.com.

  The candidate contacted VCLA Customer Service with her complaint on July 31.  We reviewed the transcripts of her exam appointment, and we believe we have already resolved this issue with the candidate therefore  Pearson VUE considers this matter resolved and respectively requests that you close this complaint with notation of proper handling of the underlying incident. 

  Customer Answer

  Date: 08/08/2023

   
  Complaint: ********
  
  I am rejecting this response because: every customer service representative except one named Kristin was rude and repeated the standard response that the instructions on the web site (also included in this letter) were that I did not have permission to leave the camera view. I was held responsible and accused of wrongdoing which was reiterated in this letter.

  However, while the letter states a "miscommunication in the chat" there's no responsibility on the part of the proctor. Immediately following the test, I stayed on hold, sent email, follow up chat to indicate that the proctor had given me permission. I was simply out of view for less than one minute and told the proctor exactly the reason I was requesting the momentary break. The proctor gave me permission. Moreover, they used every bit of the 7 days. They did not issue the vouchers until 4:30pm yesterday. I repeatedly told them that school was starting and the delay was effecting the application for licensure. 

  I also requested a contact for the headquarters to file a proctor complaint. That request was ignored. I also requested that with the voucher I be permitted to schedule the retake before August 30th. However, when I attempted to register, I could not retake the exam until August 30th at the earliest. While the voucher is appreciated, it is also the least they could do given the fact that the proctor gave me permission. Had the momentary break not been necessary I would not have requested. The entire incident was recorded visually and via chat. Instead of being accused and treated as though the fault was mine, I would like the ability to retake the test ASAP and confirmation that there was no wrongdoing. This was not a miscommunication. The proctor made an error resulting in this entire incident and that is the truth of the matter. End of story. Check the video. Read the chat transcript.

  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 08/13/2023

  RE: Complaint #********

  To address the candidate’s rebuttal:

  As noted on the program website, “When taking both VCLA subtests in a single online-proctored appointment, examinees will receive a 15-minute break after the Writing subtest and before the Reading subtest... This candidate was early in the Writing subtest when she asked for a break, which meant it was not time for the scheduled break in her exam. When a candidate leaves webcam view for any reason and their exam is not in scheduled break mode, their exam will be revoked for the rules violation of leaving webcam view.

  Miscommunication referenced: Review of the candidate’s exam video and chat transcript showed that the proctor confirmed for the candidate that there would be a scheduled break after the Writing subtest.  The candidate then asked, if that meant she could go right then, to which the proctor responded with ‘yes’.  The proctor responded simply with ‘yes’ to imply the candidate’s clarifying statement was correct – that she could not go right then.  The candidate interpreted the ‘yes’ to mean she could take a break right then.  This misunderstanding/miscommunication is the reason that we provided the candidate with the resolution we did, as a one-time courtesy. 

  Request to be able to retake by August 30th:  As outlined on the program website, when a candidate exam has been launched and they have been exposed to test content, whether at a test center or via on-line proctoring, they must wait a 30-day retake period before they can attempt the test again.  This policy maintains the security and integrity of test secure content for the program.  We cannot honor this candidate’s request for an override of this policy.

  Our records show that the candidate has already taken advantage of the courtesy resolution and has registered for her exam and scheduled an appointment to take her exam at a test center.
  Pearson VUE considers this matter resolved and again, we respectfully request that this matter be closed with notation of proper handling of the underlying incident.

• Initial Complaint

  Date:01/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am currently trying to get my teaching license in the state of *********. One requirement for gaining licensure is to have a qualifying score on the edTPA in a specific subject area. I completed the edTPA for School Librarian/ Media Specialist for the first time on October 6th, 2022, but I did not pass because I received "Condition Codes" for Task 3. I resubmitted on November 3rd and received a score of 37, which did not meet the state requirement of a 40 or higher. On December 15th, I submitted a retake of only Task 1 in hopes of gaining the 3 points needed to pass. When I received my scores for this attempt on January 5th, 2023 I saw that all 5 rubrics had either stayed the same, or improved by one point except for one. Rubric 4 "Supporting Student Academic Language Use" which received a 3 on the November 3rd submission dropped a point to a 2 on the December 15th submission, despite the fact that I did not change anything in that section when I resubmitted it. This meant that my total score was 39, just one point below the minimum passing requirement. I contacted edTPA customer support and was told that I could either pay $200 for a score confirmation, or $100 to retake Task 1 again. I was also told multiple times that "The scorers are carefully monitored during scoring activities to maintain high quality and consistency in scoring across portfolios". One would think that this means that if I get a 3 on a section once, I would receive a 3 every time I submit that response. Apparently this is not the case. The edTPA rubrics are so vague and subjective in their definitions of success that two graders can see the exact same response and give different scores. It would take someone at edTPA 30 seconds to compare my responses and see that they are the same for that portion. It is infuriating that my entire future is determined by the score some random person gives me that they do not have to justify at all.

  Business Response

  Date: 01/18/2023

  The edTPA is a performance-based portfolio assessment which requires aspiring teachers to demonstrate readiness to teach through lesson plans designed to support their students' strengths and needs; engage real students in ambitious learning; analyze whether their students are learning; and adjust their instruction to become more effective. Teacher candidates submit unedited video recordings of themselves at work in a real classroom as part of a portfolio that is scored by highly trained educators.
  
  ******************* faculty and staff at the *************** for Assessment, Learning, and Equity (SCALE)developed edTPA. They received substantive advice and feedback from teachers and teacher educators and drew from experience gained from over 25 years of developing performance-based assessments of teaching, including the National Board for Professional Teaching Standards (NBPTS), the Interstate Teacher Assessment and Support Consortium (InTASC) Standards portfolio, and the Performance Assessment for ********** Teachers.
  
  All edTPA assessments are scored according to standardized procedures by qualified scorers. Scorers include teacher educators and qualified teachers and administrators who are recruited and selected because of their documented experience teaching, supporting beginning teachers, and subject-matter knowledge. Each scorer participates in rigorous training to become qualified as an edTPA scorer. The scorers are carefully monitored during scoring activities to maintain high quality and consistency in scoring across portfolios.
  
  All submitted materials are scored according to the rubrics and instructions provided in the assessment handbooks.However, there is a Score Confirmation process in place for candidates. As stated on the edTPA website at www.edtpa.com/PageView.aspx?f=GEN_RequestingAScoreConfirmation.html,if a candidate believes their score on one or more rubrics was reported in error they may request a score confirmation. There is a fee for this service,which is refunded if the score confirmation process results in a score alteration.
  
  It is not possible to honor a request to add an additional point to a scored submission; the score confirmation process outlined on the edTPA website and described to the candidate by edTPA Customer Service is available to the candidate at this time if they chose to pursue it. The edTPA program, therefore,considers this matter resolved and respectfully requests that you close this complaint with notation of proper handling of the underlying incident.

• Initial Complaint

  Date:08/15/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am looking for a refund/voucher. I attempted to take the math portion of the ***** on July 25, 2022. I passed the Pearson "computer check" that is given prior to the actual ***** test. This computer test is meant to ensure that my computer is capable of supporting the test and that no issues shall occur. The test ******* stated that she was opening the test for me. As she did this, my screen went white and indicated that it was loading. The screen then went to another page stating that because I "took too long" to agree to their testing terms, and that they would be ending the test. I informed the test proctor that I never saw any information, only the white screen, she instructed for me to restart my computer and to log back on. I informed the test proctor that I had a similar issue occur on June 27th during my writing exam and when I attempted to restart my computer, I was unable to access the test again. I waited for a response, and all the proctor said was to just restart the computer...gave no information or help on my concerns. Just as expected, after restarting my computer, I was unable to access the math test.I informed support of my issue and they stated that since I had a similar issue occur on June 27th, that they will not return my $30 to me. I explained to them that I paid to take a test (a service) and did not receive said service. I also reminded them that I took the reading portion on June 29th and had zero issues with that test and had assumed the issues that I had on June 27th was due to me using wifi and not a hard line, therefore I believed I would have no further issues during future exams. I used a hard line on both the June 29th and July 25th.Project Manager called me on August 12th and stated that he will not help me.

  Business Response

  Date: 08/30/2022

  
  RE:  Complaint # ********

  
  Pearson VUE is a computer-based test delivery provider for information technology certification and professional licensure exams. Pearson VUE delivers exams through our network of over 5000 Authorized Test Centers and via our on-line testing system, OnVUE.
  

  When testing via OnVUE, candidates are responsible for verifying that their equipment meets all the system requirements as listed on the program website at ctcexams.nesinc.com. 
  This candidate first attempted testing via OnVUE on June 27, 2022, with the ********** Basic Educational Skills Test (CBEST) Writing. She experienced technical issues and was unable to complete her exam.  It was explained to the candidate that both technical requirements and testing policies will be strictly enforced, but as a one-time courtesy we were providing her with a test fee voucher to use to create a new registration.  The candidate was also encouraged to carefully assess whether the on-line testing option was right for her, with the reminder that she may encounter a similar experience with her system/internet connection during future attempts.
  

  The candidate experienced technical issues with her June 29, 2022 CBEST Mathematics exam appointment via OnVUE. She contacted CBEST Customer Service looking for another test fee voucher.  After confirming that there were no Pearson OnVUE system issues the day of her exam, we explained to her that she was not eligible for another voucher as she had already received her one-time courtesy voucher (June 27th appointment), reminding her that it is the candidates responsibility to ensure that their system and internet service can support OnVUE testing.
  

  Pearson VUE therefore considers this matter resolved and respectfully requests that you close this complaint with notation of proper handling of the underlying incident.

  Customer Answer

  Date: 08/30/2022

  
  Complaint: ********
  
  I am rejecting this response because it does not resolve the issue. I paid for a service and did not receive said service. I was able to take my CBEST Reading test in between my writing and math test via online with no issues. To tell test takers that we should assume the Pearson VUE online system is not a viable option for someone because it did not work one time is not an acceptable answer to consumers. No service = refunddoesnt matter what policy you have in place, thats just basic business logic. This indicates to me that Pearson VUE does not have faith in their own business and online services. I also would not have had this issue if their online proctors would actually assist their clients instead of just demanding that we restart our computer and pretend that we will be able to log back on. Also, I filed this complaint over two weeks ago and I am just now receiving a response, this perfectly exemplifies how much priority is given to customers and their concerns. I have resolved this issue with the assistance of my bank but I would like it to be noted that the Evaluation Systems Group of Pearson did nothing to assist me. 
  
  Sincerely,
  
  *************************