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

• 

  Electro Tech Systems

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

• 

  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

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:07/29/2025

  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.

  I am filing this complaint regarding my recent and past experiences with the Educational Testing Service (ETS) in connection with the Praxis 5195 Spanish: World Language exam.On 7/29/2025, I completed the reading portion of the Praxis exam with approximately eight minutes remaining. I asked the ******* for permission to step away briefly to use the restroom. I understand that breaks are generally discouraged during the test, which is why I waited until I had extra time and made sure to ask before leaving.When I returned, I was devastated to discover that the ******* had ended my test prematurely without my consent. I was not given the opportunity to complete the remaining sections. I was told I would hear more in 24 hours, but this has caused me enormous distress, especially knowing I may now be forced to retake the test through no fault of my own.This test costs $170 per attempt, which is a significant financial burdenparticularly as this is not the first issue Ive encountered. On my previous attempt, I followed ETSs own recommendation to purchase and use their official study package, only to receive a lower score than when I had not used the package. That inconsistency, coupled with the lack of any clear scoring breakdown or feedback, led me to file an appeal. Despite requesting clarification, I received a generic response stating my score did not change, with no further explanation or transparency about how the score was evaluated or why it was lower.I have dedicated significant time, effort, and money toward passing this exam so that I can continue teaching.I respectfully request:That my current exam be reviewed and reinstated due to the proctors error.That I not be penalized or required to pay for another test.That ETS provide a clear explanation regarding my prior score and appeal.Greater transparency in scoring and fair handling of customer complaints.I don't want money. I just want clear communication and some regard for my concerns.

  Business Response

  Date: 08/04/2025

  Dear ******** S *******,
  
  ETS was notified by the Better Business Bureau (BBB) that you rejected our response regarding your July 29, 2025, Praxis Spanish: World Language (5195) examination.
  
  We have looked into your concern and sent the results 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 educational endeavors.
  
  Regards,
  
  Praxis Services
  Educational Testing Service

• Initial Complaint

  Date:07/29/2025

  Type:Customer Service 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.

  Request for Clarification and Expedited Review of GRE Test Score
  
  I am writing to formally inquire about the status of my GRE test score for the at-home exam I took on July 19, 2025 8:00AM. It has now been over ten days since the test date, and I have yet to receive my scores. Upon reaching out to your virtual assistant Anita, I was informed that my test is currently under review.
  
  I want to emphasize that during the entire test process, I strictly followed all test protocols and guidelines. When prompted by the proctor, I also re-conducted an environmental check as instructed, and no concerns were raised. There were no technical issues or behavioral flags that I am aware of during the session.
  
  Given the time and effort I invested in preparing for this important exam, I am deeply concerned about the delay and the lack of clear information regarding the reason for this review. I respectfully request a clear explanation of why my score is under review and estimated timeline for when I can expect my score to be released.
  
  This score is extremely important to me for upcoming application deadlines, and I would sincerely appreciate any assistance you can provide to help expedite the review process.
  
  Thank you very much for your understanding and support. I look forward to your timely response.

• Initial Complaint

  Date:07/23/2025

  Type:Service or Repair 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.

  My wife scheduled an english, (TOEFL) online, at home test that uses ETS's proprietary software, (i.e. a secure browser) that requires your computer to be up to their "code."They told us this, but NOT the fact that we could check this before the day of the test. The day of the test arrives, we check the computer, it doesn't pass the check. Not to worry, the message says to proceed with the test anyway. No problem. At this point, if it had simply failed, we would have had time to retrieve a computer that would have worked. (As evidenced after the fact)Instead, she waited, and commenced the test. The ******* spoke very poor English, and was difficult to understand (not the sort of person who should be overseeing an ENGLISH test!) And after spending 1 hour, trying to get the computer to work, the ******* terminated the test. Upon reaching out to ETS to reschedule the test, since it was never started, they are now refusing and saying we must re-register, and pay an additional $250!

  Business Response

  Date: 07/24/2025

  Dear ********* *****,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the ***** examination.
  
  Please be advised that Privacy laws require that requests to update or release information of a personal nature (such as identification, address, designated institutions, and account history) come directly from the test taker only. We cannot release any information about a test taker to relatives or friends. Please advise the test taker to contact ***** Services directly concerning this matter.
  
  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,
  
  ***** Services
  Educational Testing Service
  

  Customer Answer

  Date: 07/24/2025

  [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 is legally accurate. I will have my wife file a complaint directly. This case is Not resolved yet, but will need to be renewed under a different name.
  
  Regards,
  
  ********* *****

• Initial Complaint

  Date:07/23/2025

  Type:Delivery 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 July 20, 2025. Since then, my scores have been delayed due to an “administrative review,” but I have not received any official explanation or timeline.
  
  *** ID: ********
  
  I urgently need my scores for a university deadline on July 31, 2025. I have contacted all ******** *** ******** ******************* *************.***, submitted forms, and called the hotline), but I have not received a clear update or confirmation.
  
  Telephone support gave me inconsistent and unhelpful information, and I never received a proper notification explaining the delay.
  
  I completed the test independently and followed all *** guidelines. I respectfully ask for an urgent resolution, as this delay is now affecting my academic future.

• Initial Complaint

  Date:07/23/2025

  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.

  I am filing this complaint to express my deep concern and disappointment regarding the unjust cancellation of my TOEFL scores by ETS, despite my consistent demonstration of ability and their earlier confirmation of score validity.
  
  Background Timeline:
  • June 21: I took the TOEFL iBT at the ETS Shanghai Test Center.
  • June 29: I noticed that my score status was marked “on hold” and contacted ETS.
  • July 1: ETS responded that my test had been reviewed and the scores were now available.
  • July 4: I submitted a Speaking section score review request.
  • July 11: I received a message informing me that all my scores had been canceled due to concerns about the Speaking response not reflecting the assigned task or allegedly containing content from published sources or other test takers.
  
  Complaint Description:
  This sequence of events reflects an alarming inconsistency in ETS’s internal procedures. How could the score be deemed valid, only to be suddenly revoked after a rescore request? I have submitted comprehensive appeal materials, including practice records, performance evaluations, and test-day surveillance footage, to prove my integrity and competence. However, I have yet to receive a substantive response from ETS despite repeated follow-ups.
  
  I believe I am being treated unfairly as an innocent test taker who prepared rigorously and followed all testing protocols. ETS has failed to provide a transparent and timely explanation or offer any meaningful opportunity for redress. The opaque decision-making and lack of accountability have severely impacted my trust in ETS’s credibility.
  
  I respectfully request that ETS conduct a fair re-investigation of my speaking score, and communicate with me promptly and professionally.
  
  Desired Resolution:
  • Immediate acknowledgment and review of my submitted appeal
  • A fair and independent re-evaluation of the speaking section, or full score reinstatement

• Initial Complaint

  Date:07/22/2025

  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.

  Im a school teacher, and I signed up to take the praxis exam for my license. I took the exam last year with no problems this year I was unable to take exam on the same computer that I used last year. Apparently the browser operating system that I had was old and unable to update to the system that needed for this exam. My next step was to pay for the exam again another $130 and work with my schools IT team to ensure everything was set up . We worked with it three times last week and everything was a go.After spend The summer studying and putting the rest of my life on hold yesterday, when I went to take the exam, I was once again unable login, unable for the ******* to see my screen, even though my screen sharing was enabled.There is nothing on their website that says that I cannot use a work computer and I had already cleared the work computer with IT at myschool system. ETS and Praxis refuses to give me a refund so that I can take the test with another computer. Their call centers are clearly outside of ***************** and their call center assistance obviously work from a script. I was on the phone with them for 3 1/2 hours and they kept bouncing me back to their special bot *****.I would like to have this resolved and to take the exam that I paid for twice without having to pay for it again

  Business Response

  Date: 07/25/2025

  Dear ********* L ******,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your July 21, 2025, appointment for the English Language Arts: Content Knowledge (5038)examination.
  
  We understand that you completed the necessary system checks and followed the pre-test instructions prior to launching your exam and any inconvenience you experienced during the exam launch process and the interaction with the *******.
  
  As outlined on the PRAXIS website **************************************************************************************************** you are using a device owned by an organization (work or school), you must have full administrator rights in order to install and configure the ETS Secure Browser properly. Additionally, security settings such as firewalls or VPNs may still interfere with the browsers performance, even if the system passes the initial checks.
  
  While pre-test system checks focus primarily on hardware compatibility, they are not designed to detect all software or network-based restrictions. Firewalls, antivirus programs, or administrative controls can still block necessary screen-sharing or test launch functions at the time of the appointment.
  
  In your case, records show that the required permissions for the test platform could not be granted due to local security settings. This prevented the test from launching successfully.
  
  While we understand you are dissatisfied with the outcome, your case has been thoroughly reviewed by the ************************** who have confirmed that we have taken all steps possible to respond to your request. We regret that we remain unable to comply with your request for a free makeup test.
  
  Should you wish to take the exam again, you may register and pay the applicable test fee.Please note that you do not need to wait 28 days from your original test date to retake this exam.
  
  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:07/22/2025

  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.

  It's been ten days since I finished my TOEFL test, and the scores are still not available and "under administrative review". ETS always advertises that the score can be released in 4-8 days, and I feel like this is kind of deceptive advertising. I didn't see any progress. I want ETS to released my scores as soon as possible. Thanks for your attention.
  
  My ETS ID is ********.

• Initial Complaint

  Date:07/20/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my at home test on 7/17/25 at 3:30AM. I took off work and moved around my plans to wake up and take this exam in the middle of the night. I noticed my score action section was blank and the chat bot notified me my scores were under review. I have not received an email regarding this. Secondy, I have school deadlines of August 1st and desperately NEED my scores back to make this deadline. I have scraped up $228 to pay for this exam and do my best. I am currently homeless and begged and pleaded with my friend to take the exam in her home while she is out of town. I am doing my best here and I have not received a reply. I have emailed and called without a response. PLEASE respond to me, I desperately need my score. I was alone in the room and home. I also used my white board for main ideas and passages during the **** I followed the ********* instructions and forced quit all apps.

• Initial Complaint

  Date:07/20/2025

  Type:Order 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.

  My GRE scores (07/06/2025) were wrongfully cancelled for alleged "plagiarism." while i strictly followed every single testing protocol during the test and focused completely on my testing screen .EVIDENCE OF ORIGINALITY : Essay examples came DIRECTLY from my coursework: -"AI's interdisciplinary nature" taught in ********* BM4612) at NIT rkl ( my undergrad university) . - Human Genome Project collaboration -cited in syllabus of (simulation laboratory during my undergrad ) ETS VIOLATIONS: 1. Refused to provide similarity report (violating ETS Policy 4.3) 2. Accused me without evidence (defamation per U.S. Title 18, 1001) .i can not afford to give gre again , niether my financial condition allow nor the application deadline of the program i wish to apply for ( by the end of july 2025). i honestly worked very hard to get good score in gre and now cancelling the score not just kill my confidence but dreams, hopes, spirits and the future i thought i'd accomplish .

• Initial Complaint

  Date:07/17/2025

  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.

  Dear BBB,Im writing to formally raise a concern regarding an online Mentor Prep Course I purchased on from ETS on Monday, July 14th through ETSs platform (Order#: 25657052),After using the course for less than 48 hours, I found the material to be unhelpful, with no measurable benefit or improvement in my performance. I reached out on July 16thwithin the 48-hour windowto request a return and full ********* my surprise, I was informed that refunds are not issued, regardless of the dissatisfaction or the quick turnaround of my request. This seems both unfair and contrary to basic consumer rights, especially considering the course was entirely digital and no proprietary content was retained by me upon cancellation.I am seeking your assistance in resolving this matter. I believe I am entitled to a refund under reasonable consumer protection standards. I made a good-faith purchase and gave the product a genuine trial, only to find it did not deliver as advertised or as expected. Please let me know how this matter can be rectified, or what the next steps should be in filing a formal complaint.Thank you for your time and attention.Sincerely,****** *****

  Business Response

  Date: 07/18/2025

  Dear ****** *****,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the Official GRE Mentor Course you purchased on July 14, 2025.
  
  Our records indicate that the Order Services team has recently been in contact with you regarding your concern.
  
  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: 07/18/2025

  
  Complaint: 23614230
  
  I am rejecting this response because:
  
  Im requesting a refund. I purchased the Mentor Prep course because the course sells itself as mentoring and preparing you for the GRE. There is zero mentorship, zero teaching (which there should be because it is a class) The so called course is solely sample questions. If it said Sample Questions, I would not have purchased it. It said Mentor Prep Course and it is none of those things. I was misled. I gave it a fair shot of two days, it was not what was promised, so I requested a return/refund within a timely manner. Please refund me, thank you.
  
  Regards,
  
  ****** *****

  Business Response

  Date: 07/24/2025

  Dear ****** *****,
  
  ETS was notified by the Better Business Bureau (BBB) that you rejected our answer concerning the Official GRE Mentor Course you purchased on July 14, 2025.
  
  As previously communicated, all course details including the format, content, and terms of use were clearly outlined at the time of purchase. This information is available in the Terms and Conditions and can also be reviewed on the official GRE website here: Official GRE Mentor. We would like to clarify that all candidates who choose to purchase test preparation materials are responsible for ensuring they select the correct product.
  
  Additionally, as stated in the GRE Information Bulletin ****************************************************************************************************************;(Page no.7), test preparation materials and related services are 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.

  Customer Answer

  Date: 07/28/2025

  
  Complaint: 23614230
  
  I am rejecting this response because:
  The course I purchased was misrepresented on your website. It did not deliver what was promised or implied, plain and simple. If it had delivered what it promised, why would I want to return it and get my money back? I would be a satisfied customer, but I'm a dissatisfied customer because I was misled. I still am very much in need of a prep course, and will have to purchase a different one elsewhere, but I will certainly not trust any of your courses to deliver what they imply/promise after this terrible experience. I would like a refund for the course I purchased so I may put that toward a different more effective course. Your course markets itself as one that will help improve one's GRE score, and it does not do that. It did not help me. I want a refund. I was issued a login, your company won't lose any money by refunding me. Cancel my login. It's not as though materials were sent and used and cannot be resold. It's absurd and predatory that you can't refund a customer who gave your product a fair shot and was dissatisfied. I used it for less than 48 hours before requesting a return. That's enough time to give it a fair shot, but not enough time to have gotten $170 worth of value. I implore you to do what is right and fair and ethical. Good ethical businesses stand by their products and offer money back guarantees if their customers aren't satisfied. What does it say about a company that lures you in with the promise of helping you, doesn't deliver, and then won't give you your money back, all within a fair and reasonable time frame? It's disgusting and criminal. 
  
  
  Regards,
  
  ****** *****