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

• 

  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

• 

  ETS Educational Testing Service

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

• 

  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:11/18/2025

  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.

  On October 24, 2025 I took the TOEFL iBT. A few days later my online account showed the status "Scores Delayed". On November 7 ETS emailed that the test was under administrative review and that I should allow 3-5 business days.
  
  On November 17 I sent a follow-up email with supporting documents (passport, travel documents and prior TOEFL score reports) to help confirm my identity and testing history and then phoned ETS. During the call I was first told there had been no progress on my case and that my email had not been received. After the representative checked again, I was told that the email had been received and that OTI had not yet reviewed the materials. I was advised that, if there was still no update the next day, I could call again.
  
  Roughly one hour after that call I received an email from OTI stating that my scores from the October 24 test could not be reported because I "may have received assistance." No specific evidence or details were given.
  
  My concerns are:
  
  1.At the time of my call I was told OTI had not yet reviewed my documentation, so it is difficult to believe that a full and careful review of those documents and of any internal records could realistically have been completed in less than 2 hours.
  
  2.ETS has never explained what concrete behaviour, data or test-center report allegedly supports the idea that I "may have received assistance", so I have no meaningful chance to respond, clarify the facts or correct any misunderstanding.
  
  3.The long period in which my account only showed "Scores Delayed," followed by a sudden cancellation decision shortly after my call and without addressing my documentation, creates a serious concern that the case was closed quickly rather than on the basis of a thorough, good faith review of all available information, and feels arbitrary and inconsistent with the fair and transparent process a paying test taker should reasonably expect.

• Initial Complaint

  Date:11/16/2025

  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.

  Complaint Description:
  
  Appt #: **************** (11/12/2025) Status: Scores Cancelled.
  
  Complaint: I dispute the cancellation of my GRE scores for alleged "assistance."
  
  1. NO PROCTOR INTERVENTION: A live proctor monitored me for 2 hours and NEVER paused, warned, or terminated the test. ETS policy requires immediate intervention for suspicious acts. By allowing me to finish, the proctor validated my compliance. Canceling scores retroactively based on behavior the proctor visibly permitted is unfair.
  
  2. HARMLESS TECHNICAL GLITCH: My computer's input method toolbar popped up briefly due to a keyboard shortcut conflict. I closed it immediately. Keystroke logs will prove I continued typing in English and used no translation tools. This was a system error, not cheating.
  
  3. MISINTERPRETED BEHAVIOR: Lip movements were silent reading (anxiety). Audio evidence confirms I was the only person speaking (whispering to self) and received no answers.
  
  4. URGENCY (CRITICAL): My graduate school applications begin December 1, 2025. This wrongful cancellation jeopardizes my entire academic year. I cannot wait months for a standard appeal.
  
  Resolution: I request ETS REINSTATE my score. If technical policy prevents this, ETS must provide a FULL REFUND or FREE VOUCHER for an in-person test. Retaining my fee for a session their proctor allowed to complete is unjust enrichment.

• Initial Complaint

  Date:11/15/2025

  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 completed the online At Home Testing and I have evidence / reason to believe that the ******* intentionally compromised the test starting from the beginning of the interaction. I was told that my microphone was not working and that I had to 1. Restart my Computer and 2. Re-download the Software. If you look through the text communications of this appointment number you will note that I did not actually have any microphone issues nor did my computer settings show any of this.Due to this obstruction my test began more than 20 minutes late and I have good reason to believe that the ******* purposely tampered with the audio to delay the examination.I am appealing on the basis of a re-examination given the purposeful obstruction of the test process. I tried contacting ETS and they did not escalate the issue even after a phone call - this is an extremely time sensitive issue and they said their reply would be 7 - 10 business days which is extremely delayed. At first they said 24 - 48 hours and their message continues to be inconsistent.

  Business Response

  Date: 11/17/2025

  Dear ***** *****,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your GRE General Test on November 15, 2025.
  
  According to the GRE website ************************************************************************************************************************ suggest that test takers begin the check-in process 15 minutes before their scheduled test time. You are able to connect with a ******* starting 5 minutes before your scheduled test. The proctoring process may take approximately 2030 minutes and includes reviewing exam rules, requesting access to your computer screen, performing a 360-degree room scan, and ensuring the ETS Secure Browser is properly downloaded and launched.
  
  Equipment and environmental requirements for at-home testing are stated on the GRE website ***************************************************************************************************************************************** ETS provides guidance and tools to prepare, each candidate is ultimately responsible for ensuring they arrive for the test with equipment that meets all required technical specifications for the exam to run correctly.
  
  We understand that a test takers experience during testing can be affected by various factors, which is why candidates are provided the option to cancel their scores at the conclusion of a test session. These issues may be technical, environmental, or personal in nature, and a candidate may feel that such factors could have impacted their performance. In this case, you opted to report your scores to yourself and multiple designated score recipients at the end of your session. Therefore, ETS is unable to provide compensation or a retake, regardless of the circumstances encountered during testing.Additionally, we strive to respond to all test taker inquiries promptly and within our standard processing timelines.
  
  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:11/15/2025

  Type:Order 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.

  Regarding the canceled score of my GRE test taken on November 7, 2025, I am writing to formally appeal this decision to cancel my score. I was extremely shocked by the notification, which stated that my scores were canceled due to "inconsistent performance" and an "extremely unusual" difference from my previous scores. I participated that exam offline and definitely have no cheating action. Now I solemnly declare that I strictly adhered to all test-taking rules during the exam, and my scores are a genuine reflection of my struggle for a whole year, especially achieved through 2 months of focused preparation for GRE test.First of all, concerning the inconsistent performance between the two mentioned sections, verbal vs. writing, I must declare that it is reasonable concerning my personal academic background and my focused preparation. I worked really hard to practice my test skill in verbal section because of the requirements of my intented Master's Program. I have learned at least 3500 new GRE words and completed over 300 Text Completion and ********************************* contrast, since I am not a native speaker, the time constraint of the Analytical Writing section was too demanding for me to fully articulate my thoughts about certain topic, especially concerning my insufficient English typing skill. Secondly, concerning the significant score increase, I have mentioned in the former paragraph that I have tried really hard to improve my test-taking strategies last ******* conclusion, canceling my scores unjustly negates the immense effort and genuine progress I made over nearly a year of dedicated study. I respectfully urge the ETS Review Panel to re-evaluate my case. I reiterate my solemn declaration that I did not engage in any form of cheating during the exam. I earnestly request that you reinstate my GRE scores from November 7, 2025. My appointment number is ********. My email is *******************

  Customer Answer

  Date: 11/26/2025

  
  
  Better Business Bureau:
  
   I am writing to inform you that my complaint against ETS, ID ********, has been resolved. 
  
  Regards,
  
  Ye He

• Initial Complaint

  Date:11/14/2025

  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.

  Background: ************* did not inform me of needing to complete this testing for licensing, I only found out after I applied and my application was under review and they said I was missing my scores for this test. I only had 90 days from the date I applied before my application would be closed. I paid a $35 reviewal application fee. Before scheduling my exam, I checked the score release dates to make sure they would be sent to the *** before scheduling the first available date, which was already a month out. They were set to be sent over about a week before my application was set to close. I was out of the country this week.Praxis: When I returned home, I had several correspondence mail items from praxis that I owed $10.00 still somehow. It did not explain why I owed this. It just stated that my scores would not be released until I paid it. I went online to pay it immediately to avoid any delays in receiving my scores, but my application had already been closed. I called praxis to explain why I owed $10.00 and inquire why I did not have access to my scores even though I had paid the $10.00. They explained that my scores would be available that following Tuesday when they released the next round of scores and that the $10.00 was in error and I would be refunded this. I was then very frustrated because my application had been closed due to not receiving the scores because of the mistake on their behalf and requested that they compensate for me having to pay this fee again on behalf of their error. They refused to correct this. I still have yet to be refunded the $10.00 that they said they refund me due to their error. They claim they do not see where I paid it, but it has very much came out of my account. I have spoke to a couple very rude supervisors and even emailed their client relations rep ***** ******** several times with no response.

  Business Response

  Date: 11/18/2025

  Dear ******* *******,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding a refund for your Principles of Learning and Teaching: Pre K-12 (5625) on September 1, 2025.
  
  We have investigated your concern and sent the results of our investigation to the email address associated with your Praxis 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 professional endeavors.
  
  Regards,
  
  Praxis Services
  Educational Testing Service

• Initial Complaint

  Date:11/13/2025

  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 missed a test date due to personal family issues, was told I could reschedule within 48 hours however ETS's website is not letting me register for another test at this time. I am on a tight application timeline and keep being told to wait 48 hours. I wait 48 hours, they tell me to wait another 48 hours. There customer ********************** line says to stay on the line, and then says they couldn't hear you. It repeats the options, never letting you connect.

  Business Response

  Date: 11/14/2025

  Dear ******* *****,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the scheduling of the GRE General Test.
  
  According to our records, your GRE General Test was scheduled on November 13, 2025, for a test date of November 16, 2025.
  
  As outlined in the GRE Bulletin *************************************************************************************************************** may schedule a new GRE General Test appointment no sooner than three days after your previous test administration. This is standard policy and ensures that all registrations are processed correctly.
  
  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:11/13/2025

  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.

  On November 10, 2025, I paid for the GRE General Test at Home administered by Educational Testing Service (ETS). I successfully completed all required pre-test steps, including downloading the ETS Secure Browser, completing the equipment check, and checking in with the ******* on time.After the test started, the system froze immediately when I clicked Share Screen. I could move my mouse, but the test window became unresponsive. I immediately informed the *******, who instructed me to restart my computer and check in again. I followed all her directions and re-entered the session, but the same issue occurred again. The ******* then told me she would check with her team and come back to assist me. However, she never returned. I waited online for over two hours with no further communication or *************** a result, I was unable to take the test at all. ETS later claimed the issue was due to my computer not meeting technical requirements and denied a refund or a free reschedule. However, this is inaccurate and unfair, since I had passed the official system check and successfully launched the Secure Browser. The failure occurred after the test began and was due to a Secure Browser malfunction and ******* negligence, not my equipment.I have already contacted ETS multiple times ********************************************* and ********************************************************************************) and provided screenshots and details, but have not received a resolution. My ETS account remains locked for 21 days, preventing me from rescheduling until December 1, 2025. This delay severely impacts my graduate school application deadline on January 4, 2026.I am requesting a full refund or a free reschedule for my GRE at Home test, given that I followed all procedures correctly and the failure was entirely outside my control. I can provide screenshots and video evidence of the issue upon request.

  Business Response

  Date: 11/14/2025

  Dear ***** ***,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your November 10, 2025, GRE General Test examination.
  
  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:11/12/2025

  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.

  On November 10, 2025, I purchased and attempted to take the TOEFL iBT Home Edition exam provided by Educational Testing Service (ETS). I paid USD 268.23 for the test.
  
  Before the exam, I passed all system and security checks successfully. During the verification process, the proctor confirmed that no unauthorized software was running on my computer. We even opened the Task Manager together to ensure compliance.
  
  However, immediately after I clicked “Start Test,” the system automatically cancelled my test for “security reasons.” The proctor explicitly told me this was a technical error on ETS’s side and advised me to contact ETS for a reschedule.
  
  I have contacted ETS multiple times via email, providing full details, but they refused to reschedule or refund me. ETS claims I had “unauthorized software” open, yet they have never specified what software or provided any evidence. Their Office of Testing Integrity sent a generic response saying the decision was final.
  
  I did everything correctly and followed every instruction. The session recording (which ETS holds) would show there was no such software. ETS charged me for a test that I was not able to take due to their system failure, and their refusal to offer any remedy is unfair.
  
  I am requesting a fair resolution: either a free reschedule of my TOEFL iBT Home Edition exam or a full refund of my payment.

• Initial Complaint

  Date:11/11/2025

  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 am filing a formal complaint against Educational Testing Service (ETS) regarding their arbitrary and unsubstantiated cancellation of my TOEFL iBT Home Edition score, and their subsequent refusal to provide any concrete evidence or a meaningful appeals process.
  Below is a detailed timeline and summary of my case:
  1. The Examination and Initial Result:
  I took the TOEFL iBT Home Edition on October 29, 2025.
  My ETS ID is ********, and the appointment number was ****************.
  For a few days following the test, my ETS account showed a "Best Score" was updated, indicating the test had initially passed automated checks.
  2. The Accusation and Contradictory Notices:
  On November 5, 2025, I received TWO separate emails from the ETS Office of Testing Integrity (OTI), both with different reference numbers stating my scores were canceled because my responses "did not reflect the assigned task, or contained ideas, language and/or examples found in published sources or other test takers’ responses."
  Crucially, I first received the cancellation email, and only afterwards received a "delay" notification. This illogical sequence raises serious questions about the integrity of their internal process.
  3. My Attempts to Appeal and Seek Clarification:On November 6, 2025, I sent my first appeal email.
  On November 11, 2025, I sent a comprehensive, detailed appeal letter to OTI. In this letter, I:
  Affirmed that I followed all test-taking rules in a compliant testing environment.
  Provided a detailed account of my thought process and original responses for both the Speaking and Writing sections to demonstrate independent work.
  Provided evidence of my English proficiency, my status as a first author of a published English academic paper.Challenged ETS to provide specific evidence to support their vague "similarity" claim, such as the the source material my responses were allegedly matched against.
  Highlighted the procedural irregularity of the "Best Score" display followed by cancellation.

• Initial Complaint

  Date:11/05/2025

  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 ordered and paid for my test score report to be submitted to ******** State PT Board on October 22, 2025. Until now, November 5, the state board still has not received my scores. I have been contacting ETS daily for over a week now trying to get my scores submitted. They keep sending me generic, standard responses saying that they have sent the scores on Oct 23. I have contacted the state board daily and they have repeatedly denied receiving the test scores. The state board contacted ETS directly and they were told that I made a mistake putting in the address which is impossible since I only chose the option ******** PT Board from their drop down list - how can I enter the wrong address? The ******** PT Board director and myself have requested for the scores to be resent however ETS declined. They said they will send the matter for investigation which takes 7-10 business days. I have informed ETS that I am on a deadline to register for a licensure exam. They have ignored this urgency and have not provided me with any clear reason as to why they cannot submit the scores. I have paid for the service for my scores to be sent to the state board and since the board has not received the scores at all the service is incomplete. The ETS customer service agents just keeps giving me generic responses without listening to my main concern. I just need them to send the scores to the state board. ******** State Board has already provided ETS with their official email address and mailing address so they can send the scores however the customer service agents still refused.

  Business Response

  Date: 11/13/2025

  Dear ********
  *** *****,
  
  ETS was notified by the
  Better Business Bureau (BBB) that you submitted a complaint regarding your
  Score recipients for your October 17, 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

  Customer Answer

  Date: 11/13/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The issue still has not been resolved. I am requesting my test score report to be sent electronically via email to ******** PT Board's official email address. ******** PT Board's director also has sent a request to ETS regarding this. I am willing to sign any release papers so ETS can send the scores via this method. I am also willing to speak with their supervisor if needed. These are my test scores and I believe I have the right to choose how and to whom my results should be released to.

  Furthermore, I have requested ETS to provide me with a tracking number or mailing receipt when they sent my score report to ******** PT Board on October 23, 2025. 

  I have attached a copy of my email sent to ETS.

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

  Business Response

  Date: 11/21/2025

  Dear ******** *** *****,
  
  ETS was notified by the
  Better Business Bureau (BBB) that you rejected our response regarding the Score
  recipients for your October 17, 2025, TOEFL iBT test.
  
  Please be advised that
  the ******** State Board of Physical Therapy (****) is now able to access your
  TOEFL scores electronically. You may contact the ******** State Board of
  Physical Therapy directly to confirm that your scores are available on their
  end.
  
  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: 11/21/2025

  [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,
  
  
  
  ******** *** *****