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Business Profile

Educational Consultant

Educational Testing Service (ETS)

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This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 2,452 total complaints in the last 3 years.
    • 437 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/21/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      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 writing to file a formal complaint regarding two issues I encountered during my recent GRE exam experience, which I believe need to be investigated thoroughly.
      1. Unjust Dismissal from the GRE Exam
      On October 6, 2025, I was dismissed from the GRE exam due to a misunderstanding by the proctors, who assumed I was using Grammarly. However, the actual issue was that my laptop switched the language from English to Chinese when I pressed the Shift key. I could not see the language change on the screen. Despite following all the rules outlined in the ETS guidelines, I was removed from the testing environment. I kindly request that the recording of my exam be reviewed to clarify what transpired and to ensure that this situation is properly addressed.
      2. Unprofessional Conduct from Stage W. On October 21, 2023, I contacted the Integrity Office for clarification about the language switch and technical specifications of the exam software. During my conversation with Stage W. while the answers provided were technically correct, I found her tone to be aggressive and dismissive. When I politely expressed that her tone felt a bit harsh, she responded by saying, “you don’t know how I speak in real life, you just don’t like the answers I gave you, so don’t even try to attack me personally. PERIODT.” Her response was not only unprofessional but also made me feel uncomfortable and questioned myself. Furthermore, when I requested to speak to another manager for further clarification, she refused and stated, “there’s no one else to listen to you,” dismissing my request entirely.
      This interaction left me feeling disrespected, and it’s the first time I have felt that customer support was more focused on harming the customer rather than resolving the issue. I kindly ask that Stage W. conduct be reviewed to ensure it aligns with the professional and ethical standards expected of ETS staff.

    • Initial Complaint

      Date:10/21/2025

      Type:Product Issues
      Status:
      Answered
      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 GRE exam at ************************* on September 21st. After the exam was over, I accidentally pressed the button to cancel the score. That night, as soon as I got home, I paid the money to restore my grades. On October 7th, ETS sent me an email informing me that my scores were being reviewed and that I would receive the results within two weeks. However, even though the time limit set by ETS itself has expired, they still haven't given me any accurate response. I made a lot of efforts for this exam. During the offline test, I strictly followed the requirements of the examination room. I urgently need this grade right now. My ETS account number is ********. I hope ******************** can provide me with an accurate response as soon as possible and send me the score report.

      Business Response

      Date: 10/21/2025

      Dear Qianxi Lei,

      ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the scores for the GRE General Test that you had taken on September 21, 2025..
       
      We apologize for the delay in processing your score reinstatement request. Your scores have been reported and are currently accessible through your ETS GRE account. To view your scores, please go to ************************************************************************************* and log into your GRE ETS account.
       
      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

      Date:10/20/2025

      Type:Customer Service Issues
      Status:
      Resolved
      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 in-person exam on September 21st. Although I accidentally clicked "cancel," I immediately reinstated my scores. However, my scores still havent been released, and it has already been a month.I have made three phone calls and sent countless emails, but all I received were perfunctory template responses that didnt solve my problem at ****** this how ETS deceives consumers? I spent time preparing for the exam and money registering for it, yet my scores havent been released for a month?The deadline for my school applications is only two days away. Please provide the analysts email so that I can directly inquire about my score review.Additionally, many classmates who took the same in-person exam as me on the same day still havent received their scores. If ETS doesnt provide a clear response soon, I believe this is openly flouting U.S. law and deceiving consumers, and we will file a joint complaint!!My appointment number is **************** My email is *****************

      Business Response

      Date: 10/21/2025

      Dear Xuanyu ****,

      ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the scores from your September 21, 2025, GRE General Test. 

      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: 10/21/2025


      Complaint: 24041729

      I am rejecting this response because:

      Please tell me the specific time when the scores will be released. Or please have the analyst who is responsible for my score review contact me, thank you. Please do not reply to me with useless template messages anymore. 

      Regards,

      Xuanyu ****

      Business Response

      Date: 10/22/2025

      Dear Xuanyu ****,

      ETS was notified by the Better Business Bureau (BBB) that you rejected our answer concerning the scores from your September 21, 2025, GRE General Test.

      The scores from your September 21, 2025, GRE General Test  are currently available to view in your GRE account.

      Thank you for granting us the opportunity to provide clarification regarding your complaint with the Better Business Bureau.

      Regards,

      GRE Services
      Educational Testing Service

      Customer Answer

      Date: 10/23/2025

      [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,

      Xuanyu ****

    • Initial Complaint

      Date:10/16/2025

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Due to GRE testing service site limitations, I had to rebook and cancel my GRE. Then when trying to get in contact with representatives, I was ignored several times and told I would receive calls that never happened.

      Business Response

      Date: 10/17/2025

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

      We were notified by the Better Business Bureau (BBB) of your complaint regarding the refund for your August 26, 2025, GRE General Test rescheduling fee.

      We would like to clarify that test dates and seats are updated dynamically in real time. Occasionally, if multiple users are viewing or booking at the same time, a date may appear unavailable momentarily and then reappear once another user releases or cancels their registration.Additionally, in some cases, additional test dates or seats may be released after the initial registration period due to capacity adjustments or cancellations. For GRE at-home tests, availability may also be affected by operational adjustments related to ******* availability and scheduling. No technical issues were identified on ETSs end during the period.

      According to GRE policy, if you wish to reschedule your test, a $55 rescheduling fee applies. Rescheduling is entirely based on your preference and requirements. Please note that once the test is rescheduled, the rescheduling fee is non-refundable.

      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:10/14/2025

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      To Whom It May Concern,I am filing a formal complaint against ETS for unprofessional conduct, technical mismanagement, and failure to provide a fair testing environment during both my TOEFL iBT exams one in person (Sept 27, 2025 *******, **) and one at home (Oct 13, 2025).In the first test, the room was overcrowded and noisy. Test-takers were speaking loudly during the Speaking section, making it extremely difficult to focus on Reading and Listening. I reported this to the *******, who admitted someone next to me was disruptive. ETS responded dismissively, they refused to offer a fair retest or take meaningful responsibility and minimized the issue as "expected background noise." The at-home exam was even worse. I experienced repeated technical disconnections and was wrongly accused by the ******* of muting my mic. I followed all rules, yet she interrupted me during the Writing section and asked me to uninstall Zoom mid-exam, which was neither open nor listed as banned. Her behavior was unprofessional and stressful, and I cancelled my score in distress. ETS responded again with a generic message, offering reinstatement for a fee, ignoring my complaint entirely.Customer ********************** has been equally frustrating, most agents lacked clear communication and struggled to speak English, and only one person truly helped. I fear retaliation in future exams as ETS is the sole TOEFL provider, leaving me with no *************** not seeking special treatment or a free test, I simply want fairness, acknowledgment of the harm caused, and a chance to complete the exam under proper conditions. I respectfully ask the reviewing agency to consider a resolution that reflects the seriousness of these issues.I can provide ETSs email replies as proof of how poorly my case was handled. Most ignored my concerns. Only one rep helped; others struggled to understand or resolve basic issues. I hope there is enough space here or an email address where I can provide you with more details.

      Business Response

      Date: 10/17/2025

      Dear Alaa Alnaeb,

      ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding September 27, 2025, and October 13, 2025, TOEFL iBT tests.

      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: 10/21/2025


      Complaint: 24013404

      I am rejecting this response because: 

      Thank you so much for your follow up for forwarding ETSs response regarding my complaint.

      I have thoroughly checked my email, including the spam and junk folders, and I have not received any communication from ETS about the outcome of their investigation.

      Could you kindly ask ETS to resend the message or confirm the email address they used to contact me? 
      Additionally, may you please advise on what steps I should take next if I still do not receive any correspondence from them.





      Regards,

      **** ******

      Customer Answer

      Date: 10/21/2025



      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.  ETS responded and offered to compensate me with a free exam, so the issue has been resolved. 

      Regards,

      **** ******

    • Initial Complaint

      Date:10/14/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      The ***** does not correctly send my english competency to the ************************, they say that they have sent it twice but the board of nursing does not include it in their files, clearly there is a coordination error between BON and the Toefl that I am paying as a client

      Business Response

      Date: 10/17/2025

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

      ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your Additional Score Report query for your May 7, 2025, TOEFL iBT test appointment.

      We have looked into 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

    • Initial Complaint

      Date:10/13/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 paid ****** euros (as well as a 69 dollars supplement for rescheduling) to take the at-home ***** IBT test.Proctors failed to provide appropriate technical assistance. The test was terminated despite me complying with every instruction. The service promised by ETS was thus not provided.I experienced critical issues during the test that ultimately led to termination of the test despite thoroughly following proctors instructions.I was able to complete the Reading and Speaking session without any difficulty. However, in the Writing Session, it was impossible to type into the field.The issue persisted after restarting the computer, restarting the ***** test app and restarting the test several times.The technical issues encountered were not the result of faulty material or unpreparedness.Indeed, The computer used during the test passed (1) the equipment test and (2) the software and system check.Furthermore, my keyboard and system proved entirely functional considering I could use the Assistance Chat to communicate with the ******* at any time during the test, even while the Writing Session did not permit me to type.These elements point to a malfunction within the test app itself, the piece of software distributed by ETS and not the test-taker.

      Business Response

      Date: 10/15/2025

      Dear Elia Culoz,

      ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your October 13, 2025, TOEFL iBT test appointment.

      We have looked into 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

    • Initial Complaint

      Date:10/11/2025

      Type:Order Issues
      Status:
      Answered
      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.
      ***** does not provide cancellation fee information upon checkout and only has it on their refund policy page. The cancellation fee is 50% even if you cancel immediately after booking an at-home test. There is no proprietary software that you could be getting at this time, rendering no goods even though they were purchased. This only holds the time slot for you, which is no longer held when you cancel.

      Business Response

      Date: 10/15/2025

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

      We were notified by the Better Business Bureau (BBB) of your complaint regarding the refund policy for your October 22, 2025, TOEFL iBT Test.

      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

    • Initial Complaint

      Date:10/11/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 writing to request assistance regarding an issue that occurred during my recent GRE test. After completing my exam, the system did not display the Report / Cancel page. Instead, it directly jumped to the school selection page. I was confused by this unexpected behavior and clicked ***** after which the test session ended immediately.When I later checked my GRE account, I was shocked to see that my score was marked as scores cancelled I want to clarify that I never chose to cancel my scores. It appears that there was a technical issue during the test session, and as a result, my scores were canceled without my consent.Since this issue was caused by a possible system error rather than my own decision, I kindly request that ETS restore my test scores free of charge. I believe this situation was not within my control, and I would greatly appreciate your help in resolving ******* are my test details for reference:ETS ID: ******** Test Date: 10/11/2025 Test Center Code: STN80074A Please let me know if you require any additional information or documentation. I truly appreciate your time and understanding, and I hope this issue can be resolved as soon as possible.Thank you very much for your assistance.

      Business Response

      Date: 10/13/2025

      Dear Yifan An,

      ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your October 11, 2025, GRE General Test appointment.

      We have looked into 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:10/08/2025

      Type:Delivery Issues
      Status:
      Unanswered
      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 writing to urgently follow up on the status of my GRE® scores from the test administered on September 7, 2025. I received a notification on September 23, 2025, that my scores are under administrative review.

      I fully understand and appreciate ETS's commitment to ensuring the accuracy and validity of test scores. However, I am in a critical situation regarding my graduate school applications.

      The first-round application deadlines for my intended schools are in early October, with some as early as October 9th. This is now less than one day away. The delay in receiving my scores directly jeopardizes my ability to submit complete applications by these deadlines, which is crucial for my admission chances.

      Given this extremely tight timeline, I would be immensely grateful if you could prioritize the review of my scores or provide me with any update on the expected release date.

    Educational Testing Service (ETS) is NOT a BBB Accredited Business.

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