ComplaintsforEducational Testing Service (ETS)

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was scheduled to take a home proctored ETS Praxis on Sunday, August 11 at 12:40pm. I tripled check my computer to make sure did not have any unauthorized software running and it came back clean. The proctor connected to my computer and ran test, only to have issues and told me to restart my computer. I did and a new proctor could no longer access my test. After a 3rd proctor attempt, I was told to call ETS. I call them first thing Monday and was told I had “technical issues” so they sent it to another department. After a week, I got an email saying they (ETS) said I had “unauthorized software” on my computer so my test was terminated. I did not have anything running on my computer, as the 2 additional proctors ran the same test and my computer was clean. It was only when the FIRST ETS proctor had remote control of my computer, did anything happen. I do not believe I was at fault. They (ETS) REFUSED to refund my money so I can reschedule my test. The main issue with this company is the fact that this is the ONLY company that provides the testing services teachers HAVE to take to finish degrees and get state licenses and they make you pay over $150 per test EVERYTIME, regardless of the situation. It’s a horrible business, practically a monopoly and they can get away with it. All I want is to reschedule my test, FREE of charge, so I can take it to get my state teaching license. We have a shortage of teachers as it is and ETS wants to continue to “nickel and dime” those of us who are trying.

• Initial Complaint

  08/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The layout of the website made it incredibly difficult to understand the exam's cancellation policy. I was under the impression that I would need to cancel 2 days before the test, only to find out after canceling that the real number is 4 days. It felt misleading to me that I could only find the information clearly laid out after I had already canceled and now I am unable to get a refund at all.

  Business response

  08/27/2024

  Dear *****************************,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the GRE General Test you canceled on August 25, 2024.
  
  Please be advised that the GRE test cancellation policy states that candidates are eligible to receive a refund equivalent to half of the test fee as long as they cancel their examination at least 4 or more days prior to their test date. The GRE cancellation policy is clearly stated in the GRE Information Bulletin, ***********************************************************************************************************
  
  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

  08/23/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Dear BBB Customer ********************** Department,I am writing to formally complain about the ***** exam I took on August 13, 2024 (Test ID: *****************. On the day of the exam, I experienced severe physical discomfort, including blisters and an allergic reaction, which severely restricted my ability to move my neck and impacted my performance. Despite my efforts to overcome these difficulties and complete the exam, I was later informed that my speaking score was canceled due to alleged lack of independence and originality.On August 16, I received notification that my score had been canceled, accompanied by an unclear explanation. Subsequently, ETS emailed me the night before stating that my score would be delayed and that the appeal process would be expedited. However, today I was informed that the previous email was sent in error due to a work mistake, which has caused me significant distress and exacerbated my situation.As a long-established and reputable examination organization, I believe ETS should handle such issues with greater diligence and responsibility. The email error and review mistakes have caused considerable inconvenience and frustration. I request a thorough investigation into this matter and a prompt, reasonable solution, including a review and reinstatement of my exam score. I also seek an official statement regarding this incident and corrective measures for the mishandling.Thank you for your attention to this matter. I look forward to your swift response to resolve this issue as soon as possible.Sincerely,

• Initial Complaint

  08/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took a GRE exam on 8/23/2024 proctored in **********, PA by Prometric Testing Center located at ******************************************. Before the administration of my exam, the ******* center had technical/IT problems that significantly postponed the start time of my exam and negatively contributed to my performance on the exam. This issue was entirely not my fault and affected my ability to take the exam to the fullness of my ability as well as negatively affecting my score. I am requesting, if possible, a refund or option for a retest at a different date with a different *******, if available.

  Business response

  08/27/2024

  Dear *************************,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the GRE General Test that you had scheduled for August 23, 2024.
  
  Your GRE General Test was scheduled for August 23, 2024 at 10:45 AM ET. We reviewed your Examinee Performance Report (EPR),which records all system events in a testing session. According to your EPR,you started your test at 10:35 AM ET, which was 10 minutes before your scheduled test time. Your EPR also shows you were able to view and answer all test items and your responses were properly submitted for scoring.
  
  At the end of your GRE General Test, you were given to option to Report or Cancel your scores. Our records show you opted to report your scores. Once scores are selected to be reported we cannot offer a free makeup or refund.
  
  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

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am writing to express my extreme frustration and disappointment with ETS regarding the handling of my ***** test scores. I took the ***** exam on August 11, 2024, with appointment number ****************, and my ETS ID is ********. Despite completing the exam without any issues, my test scores are still under review and have been delayed far beyond the timeframe promised by ETS.ETS's website clearly states that scores are typically released within 4-6 days after the test date. It has now been significantly longer than this expected period, and I have not received any explanation for this unacceptable delay. The lack of transparency and communication from ETS is not only frustrating but is also causing severe disruption to my academic plans.This delay is having a dire impact on my ability to meet the upcoming university application deadline. Without my scores, I am unable to complete my application, which jeopardizes my opportunity to enroll this academic year. This is not just an inconvenience; it is a serious issue that could affect my entire educational and professional future.It is absolutely unacceptable that ETS has failed to meet its advertised timelines and is causing such significant harm. This situation feels like a breach of trust and a failure to deliver on commitments.I demand that ETS immediately release my test scores without any further delay. I also require a detailed explanation for why this delay occurred and why it has not been communicated in a timely manner.I have already contacted ETS through their official channels without receiving a satisfactory response. I am seeking urgent intervention from BBB to ensure that ETS fulfills its obligations and provides my scores immediately.Thank you for your immediate attention to this critical issue.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a problem at the time of taking my GRE exam. When verifying the equipment everything was fine except for the network : Message : "Unable to determine download speed" and "Unable to determine upload speed". My speed was checked and it was very good. At the moment of continuing to the test, I received an error message saying something like "Error, select bypass proxy for local addresses". We went into my internet (LAN) settings and did exactly that, then re-started the process and the error message kept appearing and closing my test. My ******* told me to use a different network, (I only had my phone internet, but for some reason it wouldn't connect). I rebooted my system more than once, and still nothing worked.I talked to 2 ******* U support agents about the problem, rebooted my system, verified that my speed was fine. I was told that the problem was not my equipment and that the problem was from the ETS browser, so I was told to contact the tech support from ETS. I did exactly that and was told to send this email.I am tired and extremely upset since I really need to pass this test soon. I think I should be entitled to a free re-appointment since according to the tech support, I was not the source of the problem. I need some certainty regarding this issue, I want to know when I will be able to test again.I have 2 computers, so I tried checking my equipment in the computer in which I didn't take the test and it worked fine (100 mbps speed). It is nerve-racking, I asked the ******* if I should switch computers to take the test and she said no, because it was supposedly a problem with my network, you will see it on the recording of my test. I cannot believe this, it is frankly the worst test experience I have had.

  Business response

  08/27/2024

  Dear *****************************,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the GRE General Test that you had scheduled for August 22, 2024.
  
  Our record confirmed that you contacted our organization directly regarding this matter and we responded to you via email.
  
  From our perspective, we believe this matter has been addressed. Thank you for allowing us the opportunity to review this matter, and we wish you success in your professional endeavors.
  
  Regards,
  
  GRE Program
  Educational Testing Service

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My son paid to take GRE. $200. He tried for over 4 hours today and he couldnt get on and no one would help. We tried everything. Now he cant schedule a new one for 21 days but needs it so he can apply to grad school. This is the rest of his life and they just take .7 to 10 days to respond and wont help. Its all a joke.

  Business response

  08/27/2024

  Dear *********************,

  Unfortunately, we are unable to access your son's account. Please have him contact ETS to provide his name, date of birth, program, ETS ID or appointment number, so that we may assist him.

  Regards,

  Test Taker Advocacy

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was scheduled to take Praxis Exam 5025 on 8/20/24 at 12:30 as a proctored, at-home test. I confirmed that I met the requirements on the testing checklist. My ******* was about 5 minutes late logging on, and then informed me that I could not use my phone as a webcam even though it passed the device check that I ran per the pretest instructions. My husband hurried to let me use his office and computer. After logging on and checking in with the *******, we began the process. Through several processes of closing files and applications, I thought I was ready to begin the test. Then the ******* informed me that I could not use my remote mouse. Again, this is mentioned nowhere on the at-home test prep site. She then verified that I could in fact use the mouse and we went through the process again. After an extended waiting period, she informed me that I could not take the test because it had already been taken, which is not possible. (At this point, it was 1:19, almost a full hour after my test start time.) She gave me no other information and told me I needed to contact ETS. When I contacted ETS via phone, a not very helpful person informed me that I would have to wait 24 hours for the ********* report and then find out what my next steps are. This in unacceptable and completely unprofessional. Not only did I purchase the test, but I secured childcare for my four children to allow myself the time to take the test. I am beyond frustrated with this situation.

  Business response

  08/22/2024

  Dear *****************************,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the August 20, 2024, At-Home test administration for the ************************* (5025) Test. 
  
  We have forwarded your inquiry to our inquiry department to determine if any consideration can be granted to further assist you.  Thank you for sharing your concerns, and we wish you the best in your professional endeavors.
  
  Regards,
  
  Praxis Program
  Educational Testing Service
  
  

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am writing to file a formal complaint against Educational Testing Service (ETS) regarding the cancellation of my TOEFL iBT scores for the test taken on August 14, 2024. I believe the decision made by ETS is both unfair and lacks the necessary transparency, which has caused me significant distress and uncertainty. On the score release date, I was informed by ETS that my score was canceled. The reason provided was that my responses allegedly did not reflect the assigned task and contained similarities to other test takers' responses or published sources. However, ETS did not specify which parts of my responses were considered problematic, leaving me unable to understand or address the issue. I firmly believe that my Writing responses were entirely original and directly related to the prompts given. Furthermore, I am concerned that my scores, which were notably high, may have triggered more stringent scrutiny. If ETS is indeed subjecting higher scores to more rigorous checks without providing clear explanations, this practice would be highly unfair to test-takers and could be perceived as an attempt to push them towards retaking the exam, thereby generating additional fees. The lack of detailed feedback from ETS not only questions the fairness of their decision but also puts me in a position where I cannot adequately prepare for future exams, should I choose to retake the test. I am seeking the BBB's assistance in resolving this matter by urging ETS to conduct a thorough review of my Writing section and release my score as soon as possible. I appreciate the BBB's attention to this matter and look forward to a resolution that ensures fairness and transparency in ETS's practices. Thank you for your time and assistance.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I signed up for the exam on August 13th on August 10th, but I paid for the failed order due to component problems. So I re-registered for the exam on August 11th and finished the exam on the same day. I complied with the exam rules and completed the exam without any disciplinary violations during the exam, but the exam results could not be released as scheduled, and the first order was not refunded. It cost me a lot of money to take the test twice, and I suspect that ETS is deliberately canceling students' test scores in order to make more money.

*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. ↩