Complaints

This profile includes complaints for Educational Testing Service (ETS)'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Educational Testing Service (ETS)

  660 Rosedale Rd Princeton, NJ 08540-2218

• 

  ETS Educational Testing Service

  1800 K St NW Ste 900 Suite 900 Washington, DC 20006-2229

• 

  Educational Testing Service

  3410 Taft Blvd Rm 217 Hardin South Wichita Falls, TX 76308-2036

• 

  Educational Testing Service (ETS)

  225 Phillips Blvd Ewing, NJ 08618-1426

• 

  Electro Tech Systems

  121 S Broad St Ste 1710 Suite 1710 Philadelphia, PA 19107-4534

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:09/23/2025

  Type:Product 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.

  Formal Complaint - ETS Unjustly Canceled Score & Baseless Cheating Accusation
  
  Complainant:
  
  Name: Bin ** *** ID: ********
  Appointment #: ****************
  Test Date: 10 Sept 2025
  Email: **************.***
  Complaint Details:
  
  My TOEFL score was unjustly canceled by ETS after a technical issue during my Home Edition test on Sep 10, 2025.
  
  The Incident: My computer crashed during the exam. I immediately followed the proctor's instructions, restarted the system, and was permitted to complete the test. I did absolutely nothing wrong.
  Baseless Accusation: On Sep 13, ETS emailed me that my score was canceled for "testing irregularities." They have branded me a cheater without providing a single piece of evidence. This is a defamatory and unsubstantiated attack on my integrity.
  No Due Process & No Communication: ETS acted as judge and jury. They have ignored my appeal email sent on Sep 16. Their complete silence is contemptuous and unacceptable. They took my money for a service they failed to provide fairly.
  Desired Resolution:
  
  I refuse to be a victim of this unjust system. I demand:
  
  IMMEDIATE REINSTATEMENT of my legitimate score.
  ALL "EVIDENCE" ETS claims to possess regarding this false accusation.
  A FORMAL APOLOGY for this defamatory action and the distress caused.
  ETS's conduct is predatory and must be held accountable. They cannot be allowed to destroy students' futures based on secret evidence and arbitrary decisions.

• Initial Complaint

  Date:09/23/2025

  Type:Sales and Advertising 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.

  On September 6, 2025, I took the TOEFL iBT test. On September 13, I received an email from ETS stating that my Speaking scores could not be reported because they did not reflect my own original and independent work. I immediately responded, asserting that I had completed the test independently and requesting the reinstatement of my scores. I also mentioned that I would seek other means to protect my rights if the issue remained unresolved.
  
  ETS then replied, claiming multiple security infractions and/or score cancellations, and informed me that I was banned from taking the TOEFL iBT test until March 15, 2026. They also alleged that I had created multiple accounts. I responded again, denying any violations, emphasizing that I only had one ETS account, and requesting specific evidence of the alleged infractions. Since then, ETS has not replied to my emails.
  
  I believe ETS's actions are problematic for the following reasons:
  1.ETS claimed my Speaking responses were not original or independent without providing any concrete evidence.
  2.ETS accused me of multiple security infractions without specifying what these alleged violations were.
  3.ETS erroneously stated that I created multiple accounts when I have only one ETS account.
  4.ETS imposed severe penalties without providing sufficient evidence, significantly impacting my academic plans and future prospects.
  5.Despite my repeated requests for clarification and evidence, ETS has failed to provide satisfactory responses.
  
  Therefore, I respectfully request your assistance in investigating this matter and ask that ETS:
  1.Immediately reinstate my TOEFL iBT scores from the test taken on September 6, 2025.
  2.Lift the imposed test ban.
  3.Provide clear evidence of any violations on my part, or if unable to do so, retract all allegations against me.
  
  I hope that with your help, we can ensure that ETS handles test-taker issues fairly and transparently, and that I receive the just treatment I deserve.

• Initial Complaint

  Date:09/21/2025

  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.

  On September 15, 2025, I registered with ETS (Educational Testing Service) and paid $228.80 for the GRE exam scheduled on September 17, 2025. Shortly after registering, I had to cancel due to health concerns. My healthcare provider provided documentation excusing me from testing on that date and recommending postponement.
  
  I immediately contacted ETS, explained the situation, and submitted my provider’s note. I requested either a refund or the ability to reschedule the GRE without penalty. Despite providing valid medical documentation, ETS has refused to issue a refund or credit, instead citing standard cancellation policies without considering my documented medical circumstances.
  
  The dispute is that ETS accepted my payment but did not deliver the agreed service (a valid exam opportunity). I believe it is unfair to retain the entire payment when I was medically unable to sit for the test and provided timely documentation.
  
  I am seeking a full refund of $228.80. I have copies of my registration, payment confirmation, provider’s note, and correspondence with ETS available upon request.
  
  To date, ETS has not resolved this matter, and I am filing this complaint with the BBB to facilitate a fair resolution.

  Business Response

  Date: 09/24/2025

  Dear
  **** **********
  
  ETS
  was notified by the Better Business Bureau (BBB) that you submitted a complaint
  regarding your September 17, 2025, GRE General Test appointment.
  
  We
  have investigated your concern and sent the results of our investigation to the
  email address associated with your GRE account.
  
  Thank
  you for granting us the opportunity to provide clarification regarding your
  complaint with the Better Business Bureau. We wish you continued success in
  your educational endeavors.
  
  Regards,
  
  GRE
  Services
  Educational
  Testing Service

  Customer Answer

  Date: 09/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Before canceling my GRE, three different ETS representatives told me that a doctor’s note would qualify me for a refund. I registered on September 15 for a test on September 17 and canceled right away due to a documented health issue. I obtained a letter from my MD and tried to submit it, but ETS then said I was ineligible because I had already canceled the appointment, a requirement that was never disclosed by the agents I spoke with. The website also provided no option to request a refund or upload medical documentation after cancelation.
  I spent 10+ hours on calls being transferred and put on hold; when I finally reached a senior supervisor, the person raised their voice, which was unprofessional and did not resolve the issue.
  Requested resolution: a full refund of $228.80 (preferred) or a fee-free voucher to reschedule, plus written confirmation. I am attaching my MD letter, payment receipt, registration/cancelation confirmations, and the dates/times of my calls to ETS.
  Sincerely,
  
   
  
  **** *********

  Business Response

  Date: 09/26/2025

  Dear **** **********
  
  ETS was notified by the Better Business Bureau
  (BBB) that you rejected our response regarding your September 17, 2025, GRE
  General Test appointment.
  
  We have investigated your concern and sent the
  results of our investigation to the email address associated with your GRE
  account.
  
  Thank you for granting us the opportunity to
  provide clarification regarding your complaint with the Better Business Bureau.
  We wish you continued success in your educational endeavors.
  
  Regards,
  
  GRE Services
  Educational Testing Service

  Customer Answer

  Date: 09/30/2025

  [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.]
  
  
  
  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.
  
  
  
  
  Regards,
  
  
  
  **** *********

• Initial Complaint

  Date:09/19/2025

  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 have taken the Praxis 5 times now for the exam called 5039 English Content Analysis and have failed every time. After calling them back and requesting for a test review they want to charge me *****. I have had issues when testing at home to the point where the ******* has come in and out while I was testing, my test disappears and I have had to force myself to finish, it has made one of my 5 computers to crash. The exam has been 6 hours then 3 hours due to technical difficulites and they refuse to refund or let me take it over again. I had even tried a waiver since I was disrupted so many times and they refuse. I have spoken to for hours with managers from ***** named Raja for help and he stated that he is limited. When I ask who is grading my work they do not say, I stated I will like to see which questions I got wrong and they refuse and now I have taken it again for the 5th time and this includes that I studied with their study guide that I paid for ***** that has nothing to do with the test , I even used study tutoring website as well and I can not seem to better the score, it seems like a darn scam. I went from 154 to a 134 there is no way. I had been increasing no decreasing. I am very close to seeking legal assistance to see if they can investigate on this matter. ETS has no English speaking people and it makes it harder when you can not understand each other and it has become a dilemma. We teachers have been working for over 9 years and this is the one test that has discouraged many from the field. We do not make enough to keep paying for this test and no progress, many people state it has taken them 7-to 10 times to pass. I swear I know my content and am working on my masters and can not seem to understand what it is about this test that I have failed. I think its a scam and I wish to find out about how they are scoring and what I am not passing . I also wish for a review in my last two tests. I need a 168 and have gotten a 154 the last time.

  Business Response

  Date: 09/23/2025

  Dear ******* I **** *******,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your scores for the Praxis English Language Arts: Content and Analysis (5039) examination.
  
  Regarding your concerns about scoring and exam fairness, we would like to clarify that test responses are captured in real-time during the exam.All scores go through multiple validation processes before they are reported to ensure fairness and accuracy. Each portion of the test is evaluated as part of the ETS Score Quality Control process, which helps maintain scoring integrity and reliability.
  
  After a thorough review of your test records, we were unable to identify any issues or errors in the scoring of your exam. The scores you received are accurate and reflect your performance according to the scoring criteria in place.
  
  We recognize your concern about test preparation materials and performance fluctuations. It's important to note that to improve your score,you must correctly answer a higher number of questions in those specific areas.Continued targeted practice aligned with the test framework may support better results over time.
  
   After a thorough investigation, we have confirmed that the exam you completed on August 30, 2025, at the test center was fully completed without any interruptions. Additionally, our records show no technical errors or irregularities were reported during your test session.
  
  Its important to note that if any issues occur during testing,they should be reported to the ******* immediately, so they can take appropriate action in real time. Unfortunately, we found no indication that any concerns were brought to the proctors attention during your session.Addressing such matters during the test would have allowed for a quicker and more effective resolution.
  
  Candidates have the right to discontinue the test at any time if they experience any inconvenience or difficulties during the exam. Additionally, at the end of the test, candidates are given the option to cancel their scores if they believe their performance did not accurately reflect their true abilities. The Cancel Scores feature is in place specifically for this purpose. It allows test takers to withhold their results from being reported. However, once you choose to report your scores, it signifies that you accept the test conditions and the outcome. Please note that canceled scores cannot be reinstated and reported scores cannot be retracted or refunded once submitted.
  In your case, since you opted to report your scores at the end of the test session, we are unable to offer a free retest or refund of test fees.
  
  Thank you for granting us the opportunity to provide clarification regarding your complaint with the Better Business Bureau. We wish you continued success in your Professional endeavors.
  
  Regards,
  
  Praxis Services
  Educational Testing Service

• Initial Complaint

  Date:09/18/2025

  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.

  Summary:On May 15, 2024, I was removed from my scheduled GRE exam by an ETS employee (a manager at the ************* Test Center) without cause or policy violation. The manager behaved in a racially discriminatory manner, making remarks about my physical appearance as an Asian Male. ETS has acknowledged mishandling the situation in various support responses, yet has issued no apology, no refund, and taken no accountabilitydespite more than a year of documented emails and escalations. Most recently, I received yet another internal escalation notice on September 15, 2025, with no follow-up. ETS staff have provided contradictory and incomplete information and have failed to resolve the issue.Resolution Sought:I have requested a full refund of $220, reimbursement of $34.04 for transportation, and compensation for the mishandling of this incident. I have submitted a formal legal demand letter to ETS on September 18, 2025, and am still open to resolution before filing in small claims court.

  Business Response

  Date: 09/22/2025

  Dear ***** ***,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the GRE General test that was scheduled to test on May 15, 2024.
  
  We have investigated your concern and sent the results of our investigation to the email address associated with your GRE account.
  
  Thank you for granting us the opportunity to provide clarification regarding your complaint with the Better Business Bureau. We wish you continued success in your educational endeavors.
  
  Regards,
  
  GRE Services
  Educational Testing Service

• Initial Complaint

  Date:09/18/2025

  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.

  I booked an at home testing TOEFL (English proficiency exam) with this company. Upon booking, the website has a system check in order to ensure I have the right equipment, operating system, network required to be able to take the exam at home. I passed their system check multiple times and this assured me that there will be no issues so I went ahead and booked the exam and paid the corresponding fee. Of note, if I had issues during the system check, I would not have proceeded to book the exam at home and instead booked it at a testing center.On the day of the exam, the ******* took almost two hours trying to fix a technical issue she could not identify. I ended up not being able to take the exam.I contacted the company to inform them of what happened and requested not even a refund but a free exam voucher for me to reschedule the exam. The company refuses to give me any type of settlement and cites that the issue was I did not have a working camera. When I responded and told them I actually had TWO WORKING CAMERAS (one built-in on my desktop and a second BRAND NEW separate web cam) to ensure I have a back up in case there is an issue (in fact, the ******* was able to access my camera remotely on test day), the company acknowledged these circumstances but still refused to give me a voucher or refund now changing their statement saying that the issue MAY HAVE BEEN compatibility or connectivity. How was I supposed to know that there will be issues like these when I passed all their set system checks multiple times? Is their system check just for show then and do not actually work?I feel defrauded here, led to believe there is no issue, until the day of the ******* is my contention that I have done everything from my end to ensure a smooth at home testing. The company could not even give me a definite reason of the technical issue and just went ahead to penalize me for something that's out of my *********** I have to rebook the exam and pay for another fee.

  Customer Answer

  Date: 09/24/2025

  
  
  Better Business Bureau:
  
  

  I would like to inform you that I received an email from ETS regarding my complaint, and they have agreed to allow me to rebook my English Test without charge. Please close my complaint.

  
  

  I thank you for all you do/

  
  Regards,
  
  ******** Iii Paler

• Initial Complaint

  Date:09/18/2025

  Type:Product 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.

  As a user and student of this institution (ETS), who has taken ETS-administered exams such as the GRE and TOEFL, I have the right to uphold my entitlement to fair and impartial testing. There is a website (Website URLs* ************ ********************* * ** ******** ************** that repeatedly steals actual exam questions, illegally publishes them on its platform for students to misuse, and profits extensively from these actions. This severely infringes upon the rights of both the exam administrators and the vast majority of test-takers.
  
  As a student, I have reported this issue to ETS multiple times, urging them to take action. However, ETS has yet to respond or implement any measures, allowing this website to continue its illegal activities. I request prompt communication and resolution regarding this matter.

• Initial Complaint

  Date:09/17/2025

  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.

  I registered and paid for the ***** iBT test with ETS. Part of the service I paid for includes receiving an official score report, which is required by universities for admission. However, ETS has repeatedly refused to send my score report to *****, citing service limitations.This means that, although I paid the full test fee, I am being denied a critical part of the service. Without the official score report, my test results are not accepted by universities, and my applications are at serious risk.ETS suggested that I order reports to another country, which is not a reasonable solution, as I live in ***** and need my score report for official purposes here. Their refusal to provide a valid certificate amounts to a breach of contract and unfair treatment of test takers in my country.I am requesting that ETS immediately:1. Send my official score report to my address in ***** or directly to my university, OR 2. Provide me with a full refund of my payment.I have contacted ETS multiple times, but they repeat the same response without offering a real solution. I am turning to the BBB to help facilitate a fair resolution.

  Business Response

  Date: 09/19/2025

  Dear Hazem ******,
  
  ETS received a notification from the Better Business Bureau (BBB) about a complaint you submitted concerning the sending of scores to ******
  
  We have investigated your concern and sent the results of our investigation to the email address associated with your TOEFL account.
  
  Thank you for granting us the opportunity to provide clarification regarding your complaint with the Better Business Bureau.We wish you continued success in your educational endeavors.
  
  Regards,
  
  TOEFL Services
  Educational Testing Service

  Customer Answer

  Date: 09/19/2025

  [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.]
  
  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.
  
  Regards,
  
  ***** ******

  Customer Answer

  Date: 09/26/2025

  
  Complaint: 23896399
  
  I am rejecting this response because: I would like to clarify that I have not received a clear or satisfactory resolution to my concern about the sending of scores to ******

  
  

  I kindly request that ETS provide detailed confirmation of the investigation results and evidence of when and how my scores were sent. This information is essential for me to ensure that my scores were properly delivered.

  
  
  
  
  Regards,
  
  ***** ******

  Business Response

  Date: 09/29/2025

  Dear Hazem ******,
  
  ETS received a notification from the Better Business Bureau (BBB) that you rejected our response regarding sending of scores to ******
  
  Our records indicate that our office has already contacted you regarding this matter at the email address associated with your TOEFL account.
  
  Thank you for granting us the opportunity to provide clarification regarding your complaint with the Better Business Bureau. We wish you continued success in your educational endeavors.
  
  Regards,
  
  TOEFL Services
  Educational Testing Service

• Initial Complaint

  Date:09/15/2025

  Type:Product 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 took the TOEFL iBT Home Edition on June 15, 2025 through Educational Testing Service (ETS). My ETS ID is ******** and Appointment Number is ****************.
  
  ETS initially reported my score (Total: 84, Reading 24, Speaking 13, Writing 24), but later they cancelled it without providing any valid reason or evidence. This cancellation has caused me severe harm. I have already applied to universities and submitted application fees, and without my TOEFL scores my academic future is at risk.
  
  I followed all ETS rules and testing procedures. I contacted ETS and submitted the Score Reinstatement Request Form with supporting documents, but no fair resolution has been provided.
  
  This cancellation is unjust and violates fair testing practices. I respectfully request BBB’s help to ensure ETS either:
  
  Reinstates my scores immediately, or
  
  Provides a full refund of $174.25 USD (the amount I paid).
  
  Address (as in passport):
  *******, ********, ******, ********, ******, ******** ****, **********

• Initial Complaint

  Date:09/12/2025

  Type:Product 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.

  Dear BBB Case Manager,I took the ***** iBT test on August 30, 2025, and September 6, 2025 at STN80089A ************************************* and STN80038A Beijing Language and ******************* two of authorized ETS test center.ETS ID: 53FAH2DB The test were completed at certificated test center, instead of taking them at home, and my ***** iBT scores were cancelled twice a row. And the reason that why my scores cannot be reported is that my Writing response did not reflect the assigned task, or it contained ideas, language and/or examples found in published sources or other test takers' response. I have already made the phone call with ETS Office of Testing Integrity, however, the telephone operator just repeated the information in the email and without providing the evidence that can prove I cheated. She said they do have the evidence but they keep it in secret and don't provide it for me. And she made the excuse that her supervisor is busy and had no time to deal with my case.I arrived on time on the tests day. I went through security check and signed a confidentiality agreement. I completed the exam on time and on my own, I can't understand why my scores were cancelled twice a row. I think of that ETS infringed upon my rights as a consumer. They rejected to tell me the specific evidence that why my Writing response was determined as Plagiarism. They said that some of language in my Writing response was same as published sources or other test takers' response. But, I want to say, isn't language inherently universal? There are many words that can appear in different articles. I am willing that which part of my Writing response is regarded as such Plagiarism?I haven't seen such rules in official website. May I ask how can the subsequent candidate prepare for the ***** iBT exams?I sincerely hope that ETS can have an analyst re-examine my case and quickly release my scores as soon as possible.