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 (ETS)

  225 Phillips Blvd Ewing, NJ 08618-1426

• 

  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:04/25/2025

  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 paid $160 to take an exam online through ETS (the only company who is authorized to administer the praxis exams) on April 6th. I complied with their very invasive rules and procedure for at home testing. The ******* for the exam said she couldn't hear me, even though ETS' app that tests computer functionality before starting an exam said there were no problems. I offered to switch computers and she said I could do that. After being forced to show her my room, open the curtains, change my seat so she could see the door, I was told to start up the ETS 'secure browser'. Immediately upon opening it, the app closed saying "unauthorized software detected". The ******* told me that since it wasn't my fault I would be able to reschedule it, no problem. After emailing and calling overseas repeatedly, ETS support has told me that it was my fault that THEIR browser crashed. I followed all of their procedures and now they tell me I have to pay $160 (the exam fee) again if I want to take the exam. This is just theft, no matter what they say. They have video footage of the day I was supposed to take the exam, which I don't think they even investigated, despite claiming they would.

• Initial Complaint

  Date:04/22/2025

  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 writing to formally lodge a complaint against Educational Testing Service (ETS) regarding their failure to fulfill an essential service. On 2/10/2025, I ordered ETS to send my official GRE scores to ******************************* (GaTech), an integral step for my graduate application process. Despite completing the request through their platform and paying the associated fees, ******************************* website appeared as not received.This issue has caused significant inconvenience and stress, as timely submission of GRE scores is a critical requirement for my application. The lack of delivery jeopardizes my chances of being considered for admission, which may have long-term implications for my academic and professional goals.I have attempted to resolve this issue through ETS customer ********************** but have not received adequate assistance or a resolution. Therefore, I request reimbursement for the fees paid for this failed service.Thank you for your time and assistance with this matter.Sincerely,

  Business Response

  Date: 04/23/2025

  Dear **** ******, 
  
  ETS has been informed by the Better Business Bureau (BBB) that you filed a complaint regarding the reporting of your GRE scores for the September 6, 2024, test. 
  
  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: 04/23/2025

  
  Complaint: 23235903
  
  I am rejecting this response because: Gatech did not receive my test score
  
  
  
  Regards,
  
  **** ******

  Business Response

  Date: 04/25/2025

  Dear **** ******, 
  
  ETS has been notified by the Better Business Bureau (BBB) that you rejected our previous response regarding the reporting of your GRE scores for the September 6, 2024, test. 
  
  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 

• Initial Complaint

  Date:04/19/2025

  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 writing to formally lodge a complaint against the Educational Testing Service (ETS) regarding their failure to release my SLS Exam scores within the time frame publicly stated on their official website.I completed the assessment through the ETS at-home testing option with an approved online ******* on [insert test date]. Despite some initial delayscaused by the ******* requesting that I switch devices and change locations prior to startingI complied fully with all testing requirements. The ******* was informed that I needed to complete the test on that specific day due to urgent job-related deadlines. The ******* acknowledged my concerns, and although he advised that certain conditions would cause him to stop the test, he did not intervene or halt the exam at any point. I followed all security and procedural guidelines throughout the session.After completing the test, I expected to receive my scores within the standard reporting window, as advertised by ETS. However, I have since received a message from ETS stating that my scores are delayed. No specific reason has been provided for this delay, nor have I received a new timeline for when my scores will be available.This situation has placed me under considerable emotional and professional stress. The exam fee, which was nearly $500, is a substantial expense. More importantly, the delay in receiving my scores is jeopardizing my current and future employment opportunities, as the results are a condition for job retention or advancement.ETS has failed to uphold their commitment to timely score reporting without giving clear justification. I believe this constitutes a breach of trust and professional responsibility, especially for individuals whose livelihoods depend on this assessment.I respectfully request that the Better Business Bureau investigate this matter and that ETS be held accountable for the inconvenience and undue hardship caused. I am seeking a prompt release of my test scores.

• Initial Complaint

  Date:04/17/2025

  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.

  I am writing to file a formal complaint against ETS-Praxis for what I believe are misleading and exploitative practices regarding the handling and delivery of Praxis exam scores.I took my Praxis exam in November 2024 and selected two agencies to receive my test scores, including my university and the ********************************* (TDE). In March 2025, I was informed by my university advisor that my scores had not been received. Upon investigating, I discovered that ETS did not send the scores because I had not included my Social Security number on my applicationdespite the application clearly stating that providing a Social Security number is optional. As a result, I was required to pay an additional $50 just to add my Social Security number and resend the scores. Despite making this payment, in April I received notice from the ********************************* that they still had not received my scores and needed them to move forward with my licensure process. I contacted ETS again and spent nearly an hour on the phone attempting to resolve the issue. I was ultimately told that I would need to pay another $50 to resend my scores to TDE. The claim that providing a Social Security number is optional is misleading, as it directly affects whether scores are received by intended agencies. This setup appears intentionally unclear and seems designed to collect additional fees from students. I am not requesting that my score be sent to any new or additional recipientonly to the agencies I already designated at the time of *************** an aspiring educator, I find it incredibly disheartening and financially burdensome to navigate these unclear and costly policies. I urge the Better Business Bureau to investigate ETS-Praxis for these misleading practices and advocate for a fair and transparent process for all test-takers.

  Business Response

  Date: 04/24/2025

  Dear Roufkat ******,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding sending your September 21, 2024,test score report to the ****************************************
  
  As stated in the Praxis Information Bulletin ************************************************************************************************************************************************************************************************************************************* states,including *********, require a Social Security number to process teacher certification paperwork. This requirement is determined by state regulations,not by ETS. To assist test takers, we recommend checking the state requirements page ********************************************************************************************************* ************************************************* prior to testing to confirm if an SSN is necessary for your state.
  
  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:04/16/2025

  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.

  On 4-12-2025 at 8:00 am my daughter, *** **** logged into the ETS Praxis for her testing. She did a "system check" and was logged into a secure browser. There were no issues and once her proctor was ready her test was started. After about an hour into the test, her test ended stating there was a software breach and she needed to contact ETS Praxis. She attempted to call on that day(4/12/25) the day after (4/13/2025) and again on Tuesday (4/15/25). She was finally able to reach someone in testing integrity and was informed that their system detected a software breach however they would not provide her with the source, stating they were not allowed to give that information out. My daughter asked to speak with a supervisor who also informed her of a "said" breach and refused to supply her with details. He also refused to give her his name so she would have documentation on who she spoke with.
  This is a service that individuals pay for in order to further their education and need to have these tests in order to work in the career that they went to school for. In researching and reading reviews about this company, this seems to be happening to many and most reported not being reimbursed for the testing they paid for. I am not filing this complaint for reimbursement but solely to see what can be done to have this establishment investigated especially when the proctor observed and witnessed the entire exam and stated they did not know why the test stopped. I would think if there was a software breach this would have been detected before an hour into the test and only 15 mins left in the test time!! The company also refused to send an email with information about the incident.

• Initial Complaint

  Date:04/15/2025

  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 was taking the GRE general test at home scheduled for April 15th at 1:00PM. From ETS I was provided with a direct link to initiate the check in process. I had already downloaded the ETS secure browser weeks in advance and had run the proper equipment checks to ensure that everything was functioning properly. I launched the link sent to my email to initiate the test. I successfully went through the check in process guided by the ******* through *********** and was told I was able to begin the test. Upon beginning I used the white board to write down notes that I needed for the writing section. I proceeded to complete the writing section and had approximately 1 minute left to spare, so I exited the section and began erasing the white board, before initiating the next section of the test. Halfway through erasing my whiteboard I was kicked out of the test abruptly. From there I immediately reopened the ETS secure browser, which walked me through the equipment checking process and guided me to the log in page. You are unable to log into the the test unless you have done so through the *******, which is wheebox, so I went back to the email sent by ETS with the link to initiate the check in process again to gain access to the *******, as vocally instructed to do so by the testing ******* if I were to experience connection issues. When opening the link it had told me that the test had been concluded and I was no longer able to access the test. I tried again several times, both opening up the link from the email as well as opening up the secure ETS browser. I also tried waving my hand and speaking with the browser open, to try to get the ********* attention, but no success. I tried going to *********** but there was only an international number that I was unable to contact. My test was terminated and I had to resign up, once again paying the $220 fee. I am seeking reimbursement for this.

  Business Response

  Date: 04/17/2025

  Dear ***** *****,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your April 15, 2025, GRE Program examination.
  
  We have looked into your concern and sent the results of our investigation to the email address associated with your GRE account.
  
  Thank you for granting us the opportunity to provide clarification regarding your complaint with the Better Business Bureau. We wish you continued success in your educational endeavors.
  
  Regards,
  
  GRE Services
  Educational Testing Service

  Customer Answer

  Date: 04/17/2025

  
  Complaint: 23210632
  
  I am rejecting this response because:
  
  The claims that the results of the investigation were sent to my email are false. I have been trying to reach out to ETS via email since the incident occurred but I have yet to hear any responses in regards to the conclusion of what had happened. They have failed to reach out to me to provide any update nor to come to a resolution. 
  
  Regards,
  
  ***** *****

  Business Response

  Date: 04/24/2025

  Dear Naomi *****,
  
  ETS was notified by the Better Business Bureau (BBB) that you rejected our previous response regarding your April 15, 2025, GRE Program examination.
  
  We would like to clarify that we have previously responded to you,which included the outcome of our investigation. We understand your concerns,but please be assured that the results were communicated as part of that correspondence.
  
  In addition to our email response, we also attempted to reach you by phone using the contact number listed on your ETS account. Unfortunately,the call was directed to voicemail.
  
  If you did not receive the email, we recommend checking your spam or junk folder, as messages from our domain may sometimes be filtered.
  
  Thank you for granting us the opportunity to provide clarification regarding your complaint with the Better Business Bureau. We wish you continued success in your educational endeavors.
  
  Regards, 
  
  GRE Services 
  Educational Testing Service 

• Initial Complaint

  Date:04/15/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Against ETS – Unjustified Cancellation of TOEFL iBT Score Without Explanation or Response
  
  I am filing this complaint against Educational Testing Service (ETS) regarding the abrupt and unexplained cancellation of my TOEFL iBT Home Edition test score.
  
  I completed the test on April 8, 2025, and my score was released on April 14, 2025, with everything appearing to be in order. However, on April 16, my score report was suddenly cancelled without any notice or explanation from ETS.
  
  I want to make it clear that I did not violate any of ETS’s rules or guidelines during the test. The entire session was recorded, and ETS has the ability to review the footage to confirm that I followed all testing protocols. I have repeatedly reached out to ETS via email to seek clarification or resolution, but I have not received any response.
  
  As a result, I am left without my test score, which I need for academic/professional purposes, and am out $248.40 USD, the amount I paid to take the test. I believe this lack of transparency and communication, paired with the financial loss, is deeply concerning and potentially unethical.
  
  I am seeking either:
  
  Immediate reinstatement of my valid test score, OR
  
  A full refund of the amount paid: $248.40 USD
  
  My ETS account information is as follows:
  
  ETS ID: ********
  
  Email Address: **************@*******.***
  
  Name: ***** ****** * *******
  
  Date of Birth: **** **, **** 
  Gender: ****** 
  I respectfully request that the BBB look into this matter and assist in resolving this issue with ETS, as my attempts to communicate directly with them have been ignored.
  
  Sincerely,
  ***** ******  *******

• Initial Complaint

  Date:04/10/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 $160 for a proctored praxis exam. I went through all the security checks and was told I could begin the test. The browser then told me there was an error and my test was being terminated. They will not let me reschedule without repaying and they have no specific reason for my termination. They said an application was running on my computer that was prohibited but they wont tell me what application so that I can turn it off. When I looked up another possible to solution to appeal this decision, there are many, many other stories of this exact situation happening to others. I have disputed this charge with my bank and spoke to several people with the company now and they will not help to resolve or change their decision.

  Business Response

  Date: 04/17/2025

  Dear ******* ******,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your April 5, 2025 Praxis Test at-home examination. 
  
  Our records indicate that the Test Security Specialist assigned to your case has reached out to you a few times regarding your concerns. 
  
  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,
  Office of Testing Integrity (OTI)
  Educational Testing Service

  Customer Answer

  Date: 04/22/2025

  
  Complaint: 23188859
  
  I am rejecting this response because: the security team only told me that an application was running that I was unaware of. The ******* did not try to help me resolve the issue before my test which is stated in the initial email and on the website that security and other issues during the process can be assisted to resolve before beginning the exam. The website and policy also states that being terminated from the exam with no resolution is a possibility but not guaranteed. I paid a lot of money to be scammed out of my exam with anything so much as a voucher to retake the test. I was not given what specific app was open, i passed the security tests before my exam so if anything was wrong with my computer, the secure browser and system checks should have identified that beforehand but it did not. It did not make any sense and I was given a very vague response as to why I lost $160. 
  
  
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:04/03/2025

  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.

  Subject: Formal Complaint - Inability to Access GRE **************** Registration Issues Dear ********** I am writing to formally lodge a complaint regarding persistent issues preventing me from accessing my GRE scores and registering an ETS account through the **** platform. Please find my personal details below for reference: - Name: ** *** - Date of Birth: ************* - **** Name ID: ******** - ******************** ID: ******** - Registered Contact Information: - Mobile Phone: *********** - Email Address: ******************* Issue Description: On March 23, 2025, I completed the GRE exam but have since been unable to view or download my scores. The core problem stems from an inability to register an ETS account via the **** portal. Specifically, when attempting to create a Test Taker Account on the "Create a Test Taker Account" page, clicking the "Next" button yields no response or error message the page remains unresponsive, regardless of browser (Chrome, Firefox) or device (desktop/mobile) used. Failed Resolution Attempts: I have contacted both the **GRE Team** and ****** Team** via email, but the issue remains unresolved due to a frustrating cycle of *****passing. The GRE Team directs me to contact the **** Team for platform-related issues, while the **** Team insists this is an ETS system problem and redirects me back to ETS. This ******************** has left my problem unresolved , despite multiple follow-ups. Urgency: ************* applications have upcoming deadlines, with the closest deadline on **April 5, 2025**. Without access to my GRE scores, I cannot complete my applications, which may result in missed opportunities for admission. This is a critical issue that requires immediate attention. Thank you for your prompt attention to this matter. Sincerely, ** ***

  Business Response

  Date: 04/04/2025

  Dear *** **,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding accessing your online GRE account.
  
  Our ********************** confirmed that you contacted our organization directly regarding this matter and we responded to you via email.
  
  From our perspective, we believe this matter has been addressed. Thank you for allowing us the opportunity to review this matter, and we wish you success in your professional endeavors.
  
  Regards, 
  
  GRE Program
  Educational Testing Service
  
  

• Initial Complaint

  Date:04/02/2025

  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.

  Signed up for the wrong test because it said it was a valid test for VA. I find out a few days later it is not. Call to see if they would switch the test so I didn't lose out on funds. No help, refused to swap test, or let me register with the second one. Second time this has happened. Called because I was going to miss a test and would not let me reschedule. At this point they just collect funds because life happens to people all the time and its another way for people to make money off of people needing these tests to work. Lots days of pay because this website doesn't have a checks or balance when registering that tells you if the test is even accepted in your state. If it was once accepted it will still say that it is even if its been replaced with another.

  Business Response

  Date: 04/04/2025

  **** ******* ********
  
  ETS was notified by the Better Business Bureau (BBB) that you
  submitted a complaint regarding your April 4, 2025, Praxis Educational
  Leadership: Admin & Supervision (5412) examination.
  
  As per Praxis policy, you can change your test date or test
  center, but not the test you registered for. If you need to take a different
  test, you must cancel your current appointment and create a new one.
  
  If you registered for a Praxis test that is no longer required by
  your state, you must cancel your registration at least three full calendar days
  before your scheduled test date in accordance with the Praxis Cancellation
  policy. You would be eligible for a refund of 50% of your test fees, including
  any applicable surcharges. Once your registration is canceled, you may then
  re-register for the correct exam.
  
  Our records show that you contacted the Praxis support team on
  April 2, 2025, regarding the cancellation of your test. Unfortunately, this
  request falls outside of the standard time frame for cancellations. Therefore,
  you are not eligible for a refund or free rescheduling.
  
  Additionally, it is clearly stated on the website ****************,
  which tests are required by your state. It is the test taker's responsibility
  to ensure all details are correct before registering for the test and to verify
  which tests are eligible based on state requirements.
  
  We regret that we are unable to comply with your request.
  
  Thank you for allowing 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