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 (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

• 

  Educational Testing Service

  3410 Taft Blvd Rm 217 Hardin South Wichita Falls, TX 76308-2036

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:07/06/2025

  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.

• Initial Complaint

  Date:06/25/2025

  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 the parapro praxis test at my house on May 30th. The proctor never informed me that they couldn’t see my face or test during the full three hours of taking my test. About 20 days later I found out that they scrapped my test. I’ve talked to several different people on the phone about this matter. I asked them to refund me my $85. I am getting no where with them. It was the proctors fault.

• Initial Complaint

  Date:06/23/2025

  Type:Facilities 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 May 12, 2025, while taking a test at a Praxis center in ************, I observed another test taker repeatedly punching the wall, creating an unsuitable testing environment. I immediately reported the incident to the test managers, and although they acknowledged my concerns, I was advised to contact ETS for further action. After reaching out to both ETS and the Praxis staff, I was informed that I would receive a response once the incident had been fully investigated. However, as of June 23, 2025, I have yet to receive any follow-up or resolution regarding the matter.

  Business Response

  Date: 06/24/2025

  Dear ***** *******,
  
  ETS has been notified by the Better Business Bureau (BBB) that you submitted a complaint regarding of your May 11, 2025, Praxis Health and ******************* Content Knowledge (5857) examination.
  
  We are sorry that you felt dissatisfied with the circumstances under which you tested, and we regret any anxiety this may have caused you.Educational Testing Service (ETS) strives to offer tests under conditions that enable our test takers to do their best. We depend on our test administrators to provide the best possible environment for the examinees that test at their centers and to adhere to our standard testing procedures and requirements.
  
  Having multiple test takers in the same room is considered to be within the normal parameters of a standard testing environment. Furthermore,test center administrators take great care to provide the best possible environment for the examinees and to follow our standard procedures. While test center administrators are mindful of maintaining a proper environment, certain responsibilities may require them to verbally communicate with candidates or amongst themselves. Unfortunately, with this type of exam, a certain level of background noise is to be expected when other test takers are in the room simultaneously.
  
  We can understand your frustration. Prior to the start of the examination, we suggest to candidates that if they feel they may be distracted by other candidates, they strongly consider wearing their headphones throughout the entire testing session. Please note that the exam is administered in a group setting, and headphones are distributed to minimize noise distraction.Additionally, test centers have been equipped with earplugs upon request.
  
  Additionally, we were unable to locate an incident report filed at the test center regarding the concerns you described. If you were experiencing difficulties during your testing session, this should have been brought to the attention of the test administrator immediately. A team is always available at the test centers to assist with any unforeseen challenges during the delivery of the Praxis exam. However, the issue must be reported at the time of the occurrence for immediate remediation.
  
  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: 06/26/2025

  
  Complaint: 23505141
  
  I am rejecting this response because:
  
  I spoke with the people at the center in **********************, I called and talk with Praxis and was brush off. I was told they will call back in 72 hours. I am tired of being ignored. I need this test to keep my employment and now it is in jeopardy. I do not have unlimited funds to keep paying praxis. Praxis customer ********************** does not understand or listen to the consumer. 
  
  Regards,
  
  ***** *******

  Business Response

  Date: 07/02/2025

  Dear ***** *******,
  
  ETS has been notified by the Better Business Bureau (BBB) that you rejected our response regarding your May 12, 2025, Praxis Health and ******************* Content Knowledge (5857) examination.
  
  We understand and empathize with the concerns expressed regarding the testing experience at the ******************************** center.Educational Testing Service (ETS) is committed to providing a fair,standardized testing environment and strives to support test takers in achieving their best performance.
  
  We have thoroughly reviewed our records and can confirm that you have contacted our support team on May 13, 2025, and received a response on May 14, 2025.
  
  As previously mentioned, all test takers are given the option to cancel their scores at the end of the session if they feel their performance was impacted. In your case, you have chosen to report your scores, thereby agreeing to the testing conditions.
  
  After a full review of the case and consistency with our policies,we regret to inform that we are unable to offer a free retest or refund of test fees.
  
  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