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

• 

  ETS Educational Testing Service

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

• 

  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

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:09/21/2025

  Type:Product 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.

  On September 15, 2025, I registered with ETS (Educational Testing Service) and paid $228.80 for the GRE exam scheduled on September 17, 2025. Shortly after registering, I had to cancel due to health concerns. My healthcare provider provided documentation excusing me from testing on that date and recommending postponement.
  
  I immediately contacted ETS, explained the situation, and submitted my provider’s note. I requested either a refund or the ability to reschedule the GRE without penalty. Despite providing valid medical documentation, ETS has refused to issue a refund or credit, instead citing standard cancellation policies without considering my documented medical circumstances.
  
  The dispute is that ETS accepted my payment but did not deliver the agreed service (a valid exam opportunity). I believe it is unfair to retain the entire payment when I was medically unable to sit for the test and provided timely documentation.
  
  I am seeking a full refund of $228.80. I have copies of my registration, payment confirmation, provider’s note, and correspondence with ETS available upon request.
  
  To date, ETS has not resolved this matter, and I am filing this complaint with the BBB to facilitate a fair resolution.

  Business Response

  Date: 09/24/2025

  Dear
  **** **********
  
  ETS
  was notified by the Better Business Bureau (BBB) that you submitted a complaint
  regarding your September 17, 2025, GRE General Test appointment.
  
  We
  have investigated your concern and sent the results of our investigation to the
  email address associated with your GRE account.
  
  Thank
  you for granting us the opportunity to provide clarification regarding your
  complaint with the Better Business Bureau. We wish you continued success in
  your educational endeavors.
  
  Regards,
  
  GRE
  Services
  Educational
  Testing Service

  Customer Answer

  Date: 09/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Before canceling my GRE, three different ETS representatives told me that a doctor’s note would qualify me for a refund. I registered on September 15 for a test on September 17 and canceled right away due to a documented health issue. I obtained a letter from my MD and tried to submit it, but ETS then said I was ineligible because I had already canceled the appointment, a requirement that was never disclosed by the agents I spoke with. The website also provided no option to request a refund or upload medical documentation after cancelation.
  I spent 10+ hours on calls being transferred and put on hold; when I finally reached a senior supervisor, the person raised their voice, which was unprofessional and did not resolve the issue.
  Requested resolution: a full refund of $228.80 (preferred) or a fee-free voucher to reschedule, plus written confirmation. I am attaching my MD letter, payment receipt, registration/cancelation confirmations, and the dates/times of my calls to ETS.
  Sincerely,
  
   
  
  **** *********

  Business Response

  Date: 09/26/2025

  Dear **** **********
  
  ETS was notified by the Better Business Bureau
  (BBB) that you rejected our response regarding your September 17, 2025, GRE
  General Test appointment.
  
  We have investigated your concern and sent the
  results of our investigation to the email address associated with your GRE
  account.
  
  Thank you for granting us the opportunity to
  provide clarification regarding your complaint with the Better Business Bureau.
  We wish you continued success in your educational endeavors.
  
  Regards,
  
  GRE Services
  Educational Testing Service

  Customer Answer

  Date: 09/30/2025

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

• Initial Complaint

  Date:09/10/2025

  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.

  I paid $180 to take a praxis test for my teacher certification. I successfully took a test before under the same account, and there wasn’t an issue. This time around, my name was listed as my first name twice. But it was the same account. ETS refused to let me take the test and also they’re refusing to give me my money back. I would like to just take the test I paid for.

• Initial Complaint

  Date:09/10/2025

  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.

  The company's refund policy seems to be unfair and they use deceptive practices. I had scheduled an exam to take for graduate school admissions but a major health concern with my heart has come up and I am unsure if I can actually continue. I emailed them for a refund and to cancel my test. In emails, they were going in circles and then finally asked for me to verify the medical documents. I specifically asked if I should cancel the exam as the refund policy of 4 days was coming close and no one answered so I did. Now, they're stating that because I cancelled the exam, I cannot receive the full refund. It seems that they have made up new rules and customers are being punished by these unfair and not upfront policies. If graduate schools are going to require these exams, it seems like these examination companies should be reviewed or watched by the state or federal agencies for horrible and unfair practices.

  Business Response

  Date: 09/12/2025

  Dear ***** ********,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the cancelled GRE test that was scheduled to test on September 11, 2025.
  
  We have investigated your concern and sent the results of our investigation to the email address associated with your GRE account.
  
  Thank you for granting us the opportunity to provide clarification regarding your complaint with the Better Business Bureau.We wish you continued success in your educational endeavors.
  
  Regards,
  
  GRE Services
  Educational Testing Service

  Customer Answer

  Date: 09/12/2025

  
  Complaint: *****************************************************************************************************************************************************
  
  I am rejecting this response because:
  
  This issue is still being handled in the same manner and they haven't looked at emails with customer support or my complaint.

  The problem as stated in the documents is that I wasn't told how to proceed when I clearly asked if I should cancel or wait for customer **********************. Since I cancelled when the 4 day requirement was coming close to an end, I was then told that I couldn't receive my full refund.

  
  If customer ********************** told me not to cancel and to wait, I wouldve received my full refund (as stated in ****************************** calls). But, because of the lack of transparency in what to do and the refund policy regarding this situation, I have been told I cannot receive the full amount.
  
  The complaint is the lack of transparency in actions, lack of transparency for a refund for this situation and that I cannot receive the full refund when I have followed the policy correctly but customer ********************** didn't guide me in the correct steps.
  
  Regards,
  
  ***** ********

  Business Response

  Date: 09/17/2025

  Dear ***** ********,
  
  ETS was notified by the Better Business Bureau (BBB) that you rejected our response regarding the cancelled GRE test that was scheduled to test on September 11, 2025.
  
  We have investigated your concern and sent the results of our investigation to the email address associated with your GRE account.
  
  Thank you for granting us the opportunity to provide clarification regarding your complaint with the Better Business Bureau. We wish you continued success in your educational endeavors.
  
  Regards,
  
  GRE Services
  Educational Testing Service

  Customer Answer

  Date: 09/22/2025

  [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. Well, they provided the full refund but I am concerned they will not be more transparent and others will have problems as well. 
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:09/09/2025

  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 am writing to formally appeal thedecision regarding my GRE at Home test. I took the exam on August 29, 2025, but on September 9, 2025, I received anotification stating that I was prohibited from testing due to “using a mobilephone during the exam.” I would like to clarify the actual situation.On the test day, I had not yet enteredthe official test session and was still in the security check process. Theproctor asked me to place my phone on the bed far away. During the pocketcheck, I then realized that there was another phone in my pocket, and Iimmediately followed the proctor’s instruction to place it far away as well. Atthat moment, the security check was unexpectedly interrupted, and even after Ireconnected, I was unable to enter the test. In other words, I never enteredthe exam itself and did not use any mobile phone during the testing session.This was my first time taking the GRE atHome, and I strictly followed the proctor’s instructions throughout thesecurity check. Therefore, I believe the decision to prohibit my test on thebasis of “using a mobile phone during the exam” is a misunderstanding. Isincerely request that my case be reviewed and that I be given the opportunityto take the test again.Thank you very much for yourunderstanding and support.
  ETS ID: ********
  
  First Name: ** 
  Last Name: ****
  
  Date of Birth: **/**/****
  
  Gender: Male
  
  Phone Number: 9*********
  
  Email Address: ************@*****.com
  
  Test Date: August 30
  
  Appointment Number: ****************

• Initial Complaint

  Date:09/09/2025

  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.

  Dear BBB Case Manager,
  
  Urgent: On September 6th, 2025, I have received an email from ETS saying that my Aug 21 2025 GRE scores are delayed because they are under administrative review. Then, only after around two days, I went back to the GRE webpage and found that my score has been cancelled without any reason, any email, any reminder. I have already published a complaint before when my score receipt is delayed. However, right now, the situation becomes more and more unacceptable and ridiculous. I really need the help from your group!
  
  The Aug 21 2025 GRE test is Home Edition. The time and date is on Aug 21, 2025-10:30 AM(CT). The order number is ********. The appointment number is ****************. During the whole process of the test, I strictly followed all test protocols and guideline. 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:09/03/2025

  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.

  Urgent Complaint Regarding TOEFL Home Edition Tests (ETS ID: ********)
  
  Dear ETS Appeals Committee,
  
  My name is ***** ***** (ETS ID: ********). I unequivocally state that all TOEFL Home Edition tests I took were completed independently, without any misconduct. Several of my recent exams were cancelled or affected by technical issues, causing significant academic and financial consequences.
  
  I registered for tests on: August 19, 27, 31, September 3, and 7, 2025.
  
  Issues:
  • Aug 19 & 31: Cancelled for “non-original” speaking; all responses were completed independently.
  • Aug 27: Interrupted due to severe endometriosis pain; the app repeatedly malfunctioned (microphone/camera issues).
  • Sep 3: Minor iOS pop-up appeared; exam was completed fully independently.
  
  These problems caused me to miss the original submission deadline. My university extended it to Sep 15, 2025. I have also paid for the Sep 7 test, which adds significant financial burden.
  
  Requested actions:
  • Re-review cancelled tests and restore valid scores if independent work is confirmed.
  • Refund the September 7 test fee and consider compensation for affected tests.
  
  Supporting documents (medical records, speaking practice logs, proof of deadline extension) are available.
  
  I respect ETS’s commitment to test integrity, but I reiterate all exams were independently completed. I request urgent review and expedited handling. If unresolved, I reserve the right to seek assistance from relevant consumer protection authorities, including the BBB.
  
  Thank you for your attention.
  
  Sincerely,
  ***** *****
  ETS ID: ********
  Email: *************@***.com
  Phone: +** ***********

• Initial Complaint

  Date:09/01/2025

  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.

  To whom it may concern, I am submitting a formal complaint against Educational Testing Service (ETS), the company that administers the GRE examination. On August 16, 2025, my GRE exam was prematurely terminated by the testing center due to a background application (Grammarly) that I was unaware was running. I had followed all required instructions, including performing a forced quit as directed by the proctor, which she verified. I was in full compliance with testing protocols.
  
  Following the termination, I immediately filed a formal contest with ETS requesting a review and a retest. ETS’s own published policies emphasize fairness in testing and a process for candidates to dispute irregularities. However, despite my timely submission, I have not received any acknowledgment, communication, or resolution from ETS. Instead, I received a generalized automated email.
  
  This lack of response has caused me significant harm: delays in my graduate school application process, financial loss, and unnecessary stress. I believe ETS is not adhering to its own stated standards of fairness and responsiveness to test-taker disputes.
  
  I am requesting assistance from the BBB to ensure that ETS addresses this matter, provides a timely resolution, and grants me the opportunity to retest under fair conditions without penalty.
  
  Thank you for your attention to this complaint.

• Initial Complaint

  Date:09/01/2025

  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.

  Took GRE General exam on August 18th. It has been two weeks with no score released. Tried to contact via email (ets.info email) and got redirected to testing integrity for some reason. Contacted them via email and got ghosted. Just called in today, and received zero clarity on the matter and was told my test score was "under review". Seems completely arbitrary and has delayed my grad school application process while anxiously awaiting this score. Would love some clarity and my score to be released ASAP.

• Initial Complaint

  Date:08/30/2025

  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.

  Dear ETS Staff, My name is ****** **. I took the GRE test (test at home) on August 21st. Currently, my appointment status is "checked in" and the "actions" section is blank. I am unsure about what the issue is, but I urgently need my test scores. My target school has an application deadline of September 1st, and GRE scores cannot be submitted after this deadline. If my case is under review, I earnestly request your assistance in processing it as soon as possibleI cannot afford to miss this deadline. My ETS ID is ********, and my appointment number is ****************. The September 1st deadline is of great significance to me, and I look forward to receiving your reply promptly. If there are any updates, please send me a private message or an email to ****************** Thank you very much for your help.

• Initial Complaint

  Date:08/28/2025

  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.

  I am a test taker who registered and paid for the TOEFL home edition (testing date 2025/08/18)administered by ETS. After completing my exam, I was notified that my score was canceled.
  
  I requested clarification and asked ETS to provide the evidence or the basis for this decision. However, ETS has refused to disclose any details of the review, citing “process integrity,” and informed me that there is no appeal process available in my case.
  
  As a consumer, I believe I am entitled to know the reasons and supporting evidence for a service I paid for, especially when the result has a significant impact on my academic and professional opportunities. The refusal to provide transparency or an appeal process raises serious concerns about fairness and accountability.
  
  I am requesting that ETS disclose the evidence or provide a clear, fair, and accessible process to challenge or appeal its decision.