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

• 

  Electro Tech Systems

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

• 

  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:07/16/2025

  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 ordered my test in June of 2025 for 7/16/2025 at 1pm, which I thought it was for. I went to take my test and it told me that it was for 7/16/25 at 1am not 1pm. I made an honest mistake I did not know that people take tests at 1am so I was not looking for am and pm option, I saw 1 and clicked 1 thinking it was 1pm. Next, I registered under **** instead of ******* and now I have to reregister. I was not aware that I needed to put my exact name. This company is so bad, I do not have any income and nor do my parents to help me. I am trying to make a living on my own and now I am out $150 and need to reregister under my full name and select a new test day/time. I am so stressed out over this. I literally just entered the job force and here I am out money I do not even have. I am simply requesting a free retake to make up for the lost compensation. I really just want to get this over. If I do not get my money back, I will not be pursing my teaching career any longer since this is so discouraging that I lost money due to an honest mistake.I also want to point out that the registration process is not so up to date. They should make this process more user friendly, may in big bold letter to make sure to select am or pm. Also, make sure to use full name listed on ID. Also, may more reminders about the test would be helpful, as I received 1 reminder that was it. Maybe a text message would be helpful the day before as a reminder, we are in 2025, this company should be using consumer friendly options. After all I am paying for a service and expect to be treated like a customer.

  Business Response

  Date: 07/17/2025

  Dear **** A ******,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your July 16, 2025, Core Combined (5752) PRAXIS Program examination.
  
  As per our records, you registered for the Praxis test on June 13, 2025, and scheduled your testing appointment for July 16, 2025, at 01:00 AM EST. Our testing platform offers a wide variety of time slots, including early morning and late evening hours, to accommodate the diverse schedules of our test takers.
  
  When registering, candidates are shown test times in a 12-hour clock format, with clear AM and PM designations. PM time slots are further differentiated by a shaded background. In addition,candidates are prompted multiple times throughout the registration process to confirm their selected date and time, and the full details (including AM or PM)are displayed at each confirmation step. Once registration is finalized, the scheduled appointment is also viewable at any time in the candidate's online account.
  
  While we understand that you intended to select 1:00 PM rather than 1:00 AM, it is the responsibility of each test taker to verify and confirm their chosen time prior to test day. A 12-minute grace ****** is provided for all test appointments, but as you did not appear for your test at the scheduled time, the system recorded a "No Show", and the test was canceled.
  
  Please note that ETS pays reservation fees to its at-home testing vendors regardless of whether a candidate sits for their test. Therefore, we are unable to offer refunds or complimentary rescheduling in the case of a missed test due to an incorrect time selection.
  
  Regarding the name on your registration, our website **************************************************************************************************************************************************************************************************************************************** states: "Make sure your name on the ** documents exactly matches the name you used to register for the test. If the required ** documents do not match the name on your registration, you will not be permitted to test." This requirement is a standard security measure to ensure proper identity verification and cannot be waived.
  
  We acknowledge your feedback regarding the user experience and reminder communications. We are always working to improve our systems and will take your suggestions into consideration as we continue to enhance the registration and testing process.
  
  While we are sympathetic to your situation, we must uphold our policies to maintain fairness and consistency for all test takers. If you would like to move forward with retesting, you will need to re-register using your legal name exactly as it appears on your identification.
  
  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
  

  Customer Answer

  Date: 07/18/2025

  
  Complaint: 23610124
  
  I am rejecting this response because:
  
  I do not agree with not offering a one time chance for me to reschedule my test for a1pm time slot under my correct name. I have a disability and truly feel this company does not care. I tried my best to sign up for the test on my own and made mistakes most likely due to my disability. I feel this company is not accommodating and does not offer even a consumer friendly resolution. I am a young man that is fresh out of college trying to start my career. I do not have a lot of money and due to the health issues in my family, my parents are struggling as well. If someone can please accommodate my disability by offering me a one time exception to reschedule my test at the appropriate time under my full name. 

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

  Business Response

  Date: 07/22/2025

  Dear **** A ******,
  
  ETS was notified by the Better Business Bureau (BBB) that you rejected our previous response regarding your July 16, 2025, Core Combined (5752) PRAXIS Program examination.
  
  As previously mentioned, your test was scheduled for 1:00 AM EST on July 16, 2025, as selected during registration. We understand your intent may have been to select 1:00 PM, but the registration system includes multiple confirmation points, with time clearly indicated in 12-hour format, to help prevent such errors.
  
  The policy requiring your registration name to exactly match your identification is a standardized security protocol that applies to all test takers. This is also clearly stated during registration and in the Praxis Information Bulletin. While we sincerely understand your situation, we cannot waive this requirement. In order to change your name on the account, you need to create a new account and reschedule for a new test.
  
  We are unable to provide a free makeup or refund for your July 16, 2025, Core Combined (5752) PRAXIS Program examination
  
  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

  Customer Answer

  Date: 07/23/2025

  
  Complaint: 23610124
  
  I am rejecting this response because:
  
  I think it is absolutely awful for a company to take money from a child who just got out of college and is trying to line things up for a full-time job in September.

  Offering a one time exception here would definitely be more consumer friendly. Im going to keep rejecting this until I get that.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:07/16/2025

  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.

  I took the TOEFL iBT Home Edition test on July 9, 2025, and recently received a notice from ETS stating that my scores have been canceled due to “inconsistent performance between test sections” and “inconsistent testing times.”
  
  I strongly disagree with this decision. I completed the test independently, without any unfair assistance or irregular behavior. I followed all test procedures and instructions carefully throughout the exam.
  
  The justification provided by ETS is vague and not supported by any concrete evidence of misconduct. My speaking section may have performed differently due to natural test anxiety or topic unfamiliarity, which is normal for language learners and should not be grounds for invalidating an entire test.
  
  I have attempted to appeal the cancellation through ETS, but have not received a meaningful response. The lack of transparency and the absence of a formal appeal process for test takers outside the United States is deeply concerning and unfair.
  
  This cancellation has caused significant stress and disruption to my academic planning and graduate school applications.

• Initial Complaint

  Date:07/06/2025

  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 June 2, 2025, I registered for an account using my current name and information. My test was scheduled for June 7 as an at-home exam. On the evening of June 4, I logged in to check if the testing time could be changed and noticed that my old information from 2011 had populated and required updating. As it was after office hours, I used the self-help prompts but was unsuccessful and had to wait until the following day. An agent updated my information and informed me that, because changes were made less than three days before the test date, I would need to register again because my test had been cancelled due to changing my last name. After consulting with a supervisor, I received a credit of $39.00.I re-scheduled the at-home test for June 28, 2025. Although I passed the equipment test beforehand, I was unable to take the test at the scheduled time due to failures with the microphone and camera. Each attempt to retest alternated between issues with the camera, webcam, or both. Following my ********* instructions, I switched laptops but encountered the same results. I followed troubleshooting steps and contacted both the ******* and technical support over a period of two hours. I asked whether I could still proceed with testing and was informed that I would need to reschedule and pay the fee again due to equipment issues. I contacted customer ********************** to dispute this outcome and was told they would gather necessary information to make a decision and would contact me on Monday, June 28. I did not receive a call and followed up on Tuesday, June 29. I was informed someone would reach out, which occurred later, and I subsequently received an email denying my request.I think the error was on their end. The equipment test results are inconsistentsometimes passing, sometimes failing my microphone or camera. Paying for unreliable service from the only provider feels unfair.

  Business Response

  Date: 07/08/2025

  Dear ***** ****,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your June 28, 2025, Praxis ********************* Mathematics-CKT (7813) examination.
  
  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:07/06/2025

  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 am filing this complaint regarding the unacceptable experience my wife had with PSI Exams on the morning of July 6, 2025 at 9AM, while attempting to take the Massachusetts Jurisprudence exam.She was scheduled to take her exam at **********************************************, and arrived on time as instructed. However, upon arrival, she discovered that the doors to the testing center were locked, and no staff or ******* was present. She waited for a reasonable period of time, but no one from *** Exams showed up to administer the test, nor was there any signage, contact information, or communication about a closure or delay.This failure caused significant stress and inconvenience. My wife spent time preparing, arranging her schedule, and traveling to the location, only to be met with a locked building and no explanation. As of now, PSI Exams has not proactively communicated a resolution or offered compensation for the disruption.We are requesting the following:- A formal apology and explanation from PSI Exams.- A full rescheduling of the exam at no additional cost.- Assurance that this issue will be addressed to prevent it from happening to other test-takers.This type of negligence is unacceptable for a company responsible for administering high-stakes professional exams. We hope the BBB can assist in prompting PSI Exams to take responsibility for this failure and improve its service.Sincerely,***** ********

  Business Response

  Date: 07/11/2025

  Dear ***** ********,
  
  ETS was notified by the Better Business Bureau (BBB) of your complaint regarding your experience with PSI.
  
  We have escalated your concerns to PSI. They will reach out to you.
  
  Thank you for granting us the opportunity to provide clarification regarding your PSI complaint with the Better Business Bureau. We wish you continued success in your educational endeavors. 
  
  Regards,
  
  Educational Testing Service

• Initial Complaint

  Date:07/04/2025

  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 have been trying to access and update my ***** account for several weeks, and despite contacting ETS multiple times, my issue remains unresolved.Over the course of this ordeal, I have exchanged nearly 20 emails with various ETS support channels. I was repeatedly told to "call customer **********************" only to be told again, on the phone, to "send an email." I have called their support line three times; each call led nowhere, and on one occasion, the representative even hung up on ***** this day, my account issue is still not fixed. I cannot register for my exam, and the lack of accountability and professionalism from ETS is shocking, especially for an organization responsible for such high-stakes international testing.

  Business Response

  Date: 07/07/2025

  Dear Fu-Ning ****,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your account access issues.
  
  We are sorry to learn of the issues faced by you with the account access. The result of our investigation has been sent to the email 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:07/04/2025

  Type:Billing 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 against Educational Testing Service (ETS) for imposing an unexpected $99 penalty fee when I attempted to modify my account's country information, a charge that was never disclosed during registration or in the original terms of service.The TOEFL registration fees charged by ETS vary significantly across different countries (e.g., $190 in *****, $270 in the ***** and $230 in *****). While its policy allows users to freely register in "low-cost countries," ETS fails to adequately inform them that subsequent country changes will incur hefty penalties ($99). This is purely price discrimination and a lack of transparency in regional locking strategies. In some cases, TOEFL fees in developing countries are even higher than those in developed nations.Such practices involve concealing critical transaction terms, potentially violating Section 5 of the ***************************** Act, which prohibits "unfair or deceptive business practices." As a nonprofit testing organization, ETSs excessive focus on profit is highly questionable. I strongly suspect serious educational corruption at play here and demand a thorough investigation along with a reevaluation of its test center qualifications.

  Business Response

  Date: 07/08/2025

  Dear Khunbin Ksuing,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding a refund request.
  
  To assist you further, we need more information to locate your account. We have sent a separate email asking for more information.
  
  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:07/03/2025

  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.

  Transaction Date: June 18, 2025
  Amount: 2,200RMB
  I took the TOEFL Home Edition on June 25, 2025, at 10 AM after verifying my network speed, audio, and camera functionality, and fully complying with all proctor requirements—including room scans and showing the entrance door behind me. Despite this, my scores were canceled on June 29 with the vague reason "you may have received assistance," though no one entered or communicated with me during the exam. I used only approved devices (computer + monitoring phone), passed all ID checks, and followed all rules without issues. I demand my scores be reinstated and request concrete evidence—such as photos or video proof—to justify this cancellation, as there was no violation on my part.

• Initial Complaint

  Date:07/02/2025

  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 took the Praxis Core Combined exam on July 1st. Shortly after, I received an email notification stating that my Reading and Math scores were released, which gave me the impression that everything was successfully submitted. However, I noticed that these scores were still missing. Later on, I was shocked to discover that all of my scores had been canceled.When I contacted ETS, I was told that I had voluntarily canceled my scores, but that is completely untrue. I clearly remember pressing the Report option at the end of my test session and made sure my scores would be submitted. I never selected any option to cancel my scores.I had expected to receive all of my scores by July 1st, as this is critical for meeting a time-sensitive teacher credentialing deadline. I waited patiently and kept checking, only to find out my scores were invalidated with no warning or proper explanation. This situation has made me extremely anxious and delayed my progress through no fault of my own.I followed all testing protocols and acted in good faith. I reached out to ETS but only received a generic response. I am respectfully requesting a resolution so I can take action as soon as possible and stay on track with my certification requirements.I truly regret being in this position. I have been under a great deal of stress trying to meet important deadlines, and this unexpected cancellation has left me feeling helpless and nervous. I would sincerely appreciate any assistance resolving this matter fairly.

  Business Response

  Date: 07/07/2025

  Dear ***** ****,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your June 11, 2025, Praxis Core Combined (5752) examination.
  
  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:06/29/2025

  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 downloaded and ran the check the day before the exam. All systems ************, I logged in 30 mins early. It finally let me "check-in" 5 mins before the beginning of my exam. It is now 11:38 am and it is still stuck on the check-in screen. Chat help is unavailable in both the check in window AND the Praxis site itself. The message cannot be sent. I have videos of me trying every chat option available. Finally, I recieved a message saying their system was down. I could not get in touch with my ******* nor get help from PraxisETS. I attempted contacting Wheebox (the proctoring company) after trying ProctorU and being redirected. Wheebox is only open M-F and it is currently Sunday. I can find zero help available to me today, which was impartive to being able to test or lose my money. The chatboxes are not working. I refuse to repay for a test I was ready and able to take. This is a problem with Praxis and/or the company it uses to ******* the exam. I expect a voucher and plan to take my exam at a facility. I have pictures and video proof. I am disappointed in the lack of support shown today by ETS and the company it chose.

  Business Response

  Date: 07/02/2025

  Dear ********* P *****,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your June 29, 2025, Core Academic Skills For Educators:Writing (5723) PRAXIS Program examination.
  
  We have looked into 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

  Customer Answer

  Date: 07/02/2025

  
  Complaint: 23534113
  
  I am rejecting this response because:
  
  I did not receive an email as you stated. As of 10:34 am CDT on July 2nd, I do not have an email regarding this issue. 
  
  Regards,
  
  ********* C

  Business Response

  Date: 07/10/2025

  Dear ***** ****,
  
  ETS was notified by the Better Business Bureau (BBB) that you rejected our previous response regarding the cancellation of your June 11, 2025, Praxis Core Combined (5752), test scores.
  
  We understand that test-taking can be a stressful experience, and we appreciate you sharing your concerns with us.Please note that we already sent a detailed response to the email address registered in your ETS Praxis account on July 7, 2025, at 4:42 PM EST.
  
  At the end of the Praxis exams, test takers are given the option to Report or Cancel their scores. When given the options to opt to either report or cancel your scores, you must make a selection and then confirm that selection a second time. If you select to cancel your scores, a screen appears stating that "Canceled scores CANNOT be accessed and WILL NOT be reported to you or to any designated score recipients. Canceled scores CANNOT be retrieved and CANNOT be reinstated." Our records indicate that you selected to cancel your scores, and then also confirmed that you wanted your scores cancelled.
  
  Information regarding canceling test scores is listed on our website and in the Praxis Information Bulletin for candidates to review prior to testing.
  
  Because you opted and confirmed that you wanted to cancel your test scores, we are unable to provide the scores from your June 11, 2025, Praxis Core Combined (5752) test.
  
  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

  Customer Answer

  Date: 07/16/2025

  [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.
  I have already retaken the exam at this point. 

  
  Regards,
  
  ********* C

• Initial Complaint

  Date:06/26/2025

  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.

  Subject: Test Cancelled Without Justification – No Refund for Service Not Rendered (*** ** ********)
  
  I am filing this complaint against ETS (Educational Testing Service) regarding the TOEFL iBT Home Edition test, for which I was the financial sponsor and legal representative of the test taker registered under *** ** ********.
  
  We paid $294 for a test that was never administered. On the scheduled test day, the proctor informed us that the session could not proceed due to alleged “unauthorized software.” However:
  
  The test was never started.
  
  No test questions were accessed.
  
  No evidence was provided regarding which software caused the issue.
  
  The proctor acknowledged the issue seemed technical, not misconduct.
  
  All instructions were followed, including disabling any screen-sharing or remote access tools. Yet, ETS canceled the test results and refused a refund — even though there were no test results to cancel in the first place.
  
  According to consumer protection principles — both under U.S. and Brazilian law — a consumer has the right to a refund when a paid service is not delivered. I have reached out to ETS, but all attempts at amicable resolution have failed. I have also found multiple identical complaints online, many unanswered.
  
  I respectfully request a full refund of $294 for the test that was not administered or at least a new test presentelly - in my city of course.
  
  I am not seeking litigation, only a fair and legal resolution.