Business Profile

Educational Consultant

Educational Testing Service (ETS)

Headquarters

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Complaints

This profile includes complaints for Educational Testing Service (ETS)'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

2,459 total complaints in the last 3 years.
441 complaints closed in the last 12 months.

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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:09/17/2023
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.
Dear Office of Testing Integrity, My name is *************************, DOB: 2000.01.22, passport number: EE7510267, appointment number:4457308232293236 I am writing with a growing sense of urgency regarding the delay in receiving my GRE scores for the test administered on August 21, 2023. I understand and respect ETS's commitment to maintaining the highest quality standards in score reporting. Having waited for an extended period, the importance of these scores in my Master's program application process cannot be overstated. The opportunity presented by this program is one I have been eagerly anticipating, and timely submission of my application is imperative. I implore you to understand the significance of this situation, as my dreams and aspirations are hinging on the prompt release of my scores. I have been eagerly and patiently awaiting this moment, and I respectfully request that you expedite the review process and release my scores without further delay. Please arrange an analyst contact with me regarding my case immediately.Should there be any additional documents or information required from my end, please do not hesitate to inform me, and I will promptly provide them. I deeply appreciate your immediate attention to this pressing matter. Your assistance will not only greatly influence my academic journey but also play a pivotal role in achieving my long-term career objectives. Thank you for your understanding and prompt action in this critical situation. I earnestly look forward to your swift response.
Business Response
Date: 09/18/2023
Dear *************************,

ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your August 21,2023, GRE General Test examination.

We at ETS are highly committed to quality standards and fairness. After every test administration, we go to great lengths to ensure each test result we report is accurate and valid. All scores are placed on hold for the duration of the review. Most of these routine reviews are completed in about four weeks; however, in rare cases, the review can take longer.

For the reasons stated above, your August 21, 2023, GRE General Test scores are on hold because they are under administrative review. At the conclusion of our review, you will be notified if there are questions concerning your scores. Otherwise, your scores will be reported to you and to any institutions you have designated to receive reports.We sincerely regret any inconvenience you may experience. We hope you understand these measures are necessary to ensure the validity and fairness of the GRE scores for all test takers.

Regards,

Office of Testing Integrity (OTI)
Educational Testing Service
Customer Answer
Date: 09/18/2023

Complaint: 20618276

Dear Office of Testing Integrity,

I hope this message finds you well.

I truly appreciate your commitment to maintaining the highest standards of quality and fairness in the GRE testing process. Your attention to detail is commendable.

However, I must reiterate the urgency of my situation. The delay in receiving my GRE scores is significantly impacting my academic aspirations. I am in the process of applying for a scholarship for my dream program, and without my GRE scores, I am unable to proceed. Regrettably, I do not have the financial means to cover tuition costs without this scholarship.

I have invested substantial time and effort in preparing for the GRE, and obtaining my scores promptly is crucial to my academic journey. I implore you to please consider the weight of this circumstance and expedite the review process.

In light of this, I kindly request that you prioritize my case and arrange for an analyst to contact me immediately. This direct communication would be immensely beneficial in ensuring a swift resolution.

If there are any additional documents or information required from my end, I am prepared to promptly provide them.

Your immediate attention to this matter would not only significantly influence my academic trajectory but also shape my future in profound ways.

I earnestly await your prompt response.

Thank you for your assistance.

Sincerely,

*************************
Business Response
Date: 09/21/2023
Dear *************************,

ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your August 21,2023, GRE General Test examination.

Our records indicate the Test Security Analyst assigned to your case has emailed you a letter regarding the status of your August 21, 2023, GRE General Test. Please make sure to read the letter and follow the instructions provided.

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
Initial Complaint
Date:09/17/2023
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.
My ETS ID* ********. I am writing to express my profound concern regarding the delayed release of my GRE score, which I took on August 24, 2023. According to the official guidelines, scores are typically made available within 10-15 days after the exam. However, it has now been over 20 days since I completed the test, and I am yet to receive my score. This delay is causing significant inconvenience, as I urgently require the scores for my graduate school application, which is set to begin on September 21th.

I want to emphasize that I have followed all the rules and guidelines during the online test, maintaining 100% honesty and integrity throughout the process. I invested three months of rigorous preparation to achieve this score, and my parents are supportive of my efforts. Thus, it is both puzzling and distressing to me that my score is being held and delayed by ETS.

I acknowledge that ETS is committed to maintaining quality standards and fairness in the scoring process, so I've been kindly waiting for a week to see if there will be any new updates followed by the email. However, nothing happened. Given the urgency of my application, I kindly request that ETS expedite the release of my GRE Home Test score within the next 48 hours. I believe this is a reasonable request, considering the severe impact this delay has had on my application process and personal plans. Failure to do so may necessitate my request for a refund, as this delay has compromised my ability to apply to my dream school. Thank you.
Business Response
Date: 09/18/2023
Dear ******* ******

ETS was notified by the Better
Business Bureau (BBB) that you submitted a complaint regarding your August 24,
2023, GRE General Test examination.

We at ETS are highly committed to
quality standards and fairness. After every test administration, we go to great
lengths to ensure each test result we report is accurate and valid. All scores
are placed on hold for the duration of the review. Most of these routine
reviews are completed in about four weeks; however, in rare cases, the review
can take longer.

For the reasons stated above, your
August 24, 2023, GRE® General Test scores are on hold because they are under
administrative review. At the conclusion of our review, you will be notified if
there are questions concerning your scores. Otherwise, your scores will be
reported to you and to any institutions you have designated to receive reports.
We sincerely regret any inconvenience you may experience. We hope you
understand these measures are necessary to ensure the validity and fairness of
the GRE scores for all test takers.

Regards,

Office of Testing Integrity (OTI)
Educational Testing Service
Initial Complaint
Date:09/17/2023
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.
My ETS ID: ******** Name: *********************** Email: ******************************** Date of birth: 03/16/2002 Test Date and Time: Friday, September 8, 2023 - 09:00 PM (ET) Appointment Number: 7972309232344127.I am writing to express my deep dissatisfaction regarding the delayed release of my GRE Home Test score. This delay is causing significant inconvenience as I am in urgent need of the scores for my application process. I understand that unforeseen circumstances may arise, but it is imperative that you adhere to the established timelines to ensure a fair and efficient process for all test takers. The delay in releasing my scores has not only disrupted my application timeline but has also caused undue stress and uncertainty. Considering the urgency of my application, I kindly request that you expedite the release of my GRE Home Test score within the next 48 hours. I trust that you will take this matter seriously and address it promptly. I look forward to receiving a satisfactory resolution from your end. Please acknowledge receipt of this complaint and provide me with an update on the status of my score release. Thank you for your attention and support in this matter. I anticipate a prompt resolution to ensure the smooth progression of my application. Thank you.Sincerely,***********************
Business Response
Date: 09/18/2023
Dear ***********************,

ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your September 8, 2023, GRE General Test examination.

We at ETS are highly committed to quality standards and fairness. After every test administration, we go to great lengths to ensure each test result we report is accurate and valid. All scores are placed on hold for the duration of the review. Most of these routine reviews are completed in about four weeks; however, in rare cases, the review can take longer.

For the reasons stated above, your September 8, 2023, GRE General Test scores are on hold because they are under administrative review. At the conclusion of our review, you will be notified if there are questions concerning your scores. Otherwise, your scores will be reported to you and to any institutions you have designated to receive reports.We sincerely regret any inconvenience you may experience. We hope you understand these measures are necessary to ensure the validity and fairness of the GRE scores for all test takers.

Regards,

Office of Testing Integrity (OTI)
Educational Testing Service
Customer Answer
Date: 09/28/2023

Complaint: 20617130

I am rejecting this response because:

It has been 20 days since I took the exam, and I still don't receive any human-written notification about my exam from ETS.

Regards,

***********************
Business Response
Date: 10/06/2023
Dear ***********************,

ETS was notified by the Better Business Bureau (BBB) that you rejected our response regarding your September 8, 2023, GRE General Test examination.

We at ETS are highly committed to quality standards and fairness. After every test administration, we go to great lengths to ensure each test result we report is accurate and valid. All scores are placed on hold for the duration of the review. Most of these routine reviews are completed in about four weeks;however, in rare cases, the review can take longer.

For the reasons stated above, your September 8, 2023, GRE General Test at-home scores are on hold because they are under administrative review. At the conclusion of our review, you will be notified if there are questions concerning your scores. Otherwise, your scores will be reported to you and to the institutions you have designated to receive reports. We sincerely regret any inconvenience that you may experience, and we hope you understand these measures are necessary to ensure the validity and fairness of the GRE scores for all test takers.

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.

*********************** of Testing Integrity (OTI)
Educational Testing Service
Customer Answer
Date: 10/12/2023

Complaint: 20617130

I am rejecting this response because:

Regards,

***********************
Customer Answer
Date: 10/15/2023

Complaint: 20617130

I am rejecting this response because this is not reasonable. It has been over 40 days since I took the exam. It is not fair to me.

Regards,

***********************
Initial Complaint
Date:09/16/2023
Type:Delivery 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.
Delayed Praxis test results.
Business Response
Date: 09/19/2023
Dear ***************************,
ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the Praxis Series Test you recently took on August 17, 2023.
We are happy to inform you that the review is complete. Your score will be reporting shortly. You will be notified via e-mail when the score is reported later today.
Thank you for your patience as we complete the necessary steps to ensure the accuracy and validation of your score. We wish you the best in your professional endeavors.
Regards,
The Praxis Program
Educational Testing Service
Initial Complaint
Date:09/16/2023
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 to take a certification examination and the proctor did not connect leaving me with no test. I was clearly on. They said I was a “no show” and will not refund my money. I still need to take the exam and now I can’t for 28 days.
Business Response
Date: 09/18/2023
Dear ****** *****

We were notified by the Better Business
Bureau (BBB) of your complaint; however, we are unable to locate a
record with the name provided in your complaint.

In order to provide further assistance, we
need the name under which the registration was completed as well as its
associated ********* **. You may respond with the required information so
that we may be better able to assist you.

We are awaiting your response to continue
with the investigation.

Regards,

Praxis Program
Educational Testing Service
Initial Complaint
Date:09/16/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear BBB,

My name is ******** *****, and my ETS ID is ********* On August 31st, I completed my fifth GRE exam through ETS, and my Registration Number is *******. I paid USD 220 for this exam.

I have already submitted this score in the application system of my graduate school, with the expectation that the score would be released within the standard 15-day post-exam period and subsequently forwarded to the school as an official report. However, today I received an email from ETS explaining that my exam scores are currently under review and will require an additional 4-6 weeks for processing.

During the exam on August 31st, I carefully followed all the rules and complied with the instructions of the online proctor. In the middle of my writing section, my connection was disrupted. After reconnecting with the online proctor, I confirmed with the proctor whether I could continue the exam and, with the proctor's assistance and consent, successfully completed the check and proceeded with the exam. I did not violate any ETS regulations during this exam. To ensure a smooth exam process, I even restored my computer to factory settings before the test to ensure that no interfering software was running during the exam.

The withholding of my scores by ETS will prevent me from providing an official score report to the school within the required timeframe and severely impact my one-time application opportunity. I have already submitted applications to three schools and urgently need to provide this score to the schools for their review. I am writing this letter in the hope that you can help expedite the release of my score to prevent any adverse effects on my academic prospects.

I've also encountered the same issue on my ETS TOEFL test in May, and ETS eventually canceled my TOEFL score with no refund. In order to attain the test score, I registered for another TOEFL test and restored my computer to its original factory settings before the test. Finally, I received this new TOEFL score. So, I've faced the same issue with ETS twice and have spent a significant amount of money.

I request ETS to immediately release my GRE score to avoid any negative impact on my academic prospects.
Business Response
Date: 09/18/2023
Dear **** *** ******

ETS was notified by the Better Business Bureau (BBB) that
you submitted a complaint regarding your August 31, 2023, GRE General Test
examination.

The administrative review of your August 31, 2023, GRE®
General Test at-home examination remains underway. If you have not heard from
the ETS Office of Testing Integrity within one week, please contact us at
###-###-#### or ***************** for
an update.

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
Initial Complaint
Date:09/16/2023
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.
Date of Transaction: September 6, 2023
Date of Test: September 9, 2023 9:00 AM HST
Name of test: PRAXIS 5621 PLT: Early Childhood
Candidate ID number: ******** Registration Number: ****************
Examity Appointment ID: *******
Cost of the test: $156
The business committed to provide me with this test in an at-home environment. Due to the details of my issue being too long for this format I provided detailed description of what happened in the PRAXIS SEPT. 9 PDF document in the supporting documents. I also included supporting documents and screenshots of what happened.
Customer Answer
Date: 09/20/2023

Better Business Bureau:

my complaint to ETS has been resolved and they have issued me a voucher to retake the test.

Regards,

******* ******
Initial Complaint
Date:09/16/2023
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‘m a GRE test taker from mainland China. My name is ***** *****. Date of birth***********; My ETS ID is ********.My test appointment Number is ***************** Test date is August 25, 2023 in China Time.
I notice that my test is under administrative review by OTI, but I didn't get any response. I don't know what happened because I took this test offline in a university. I am writing this email to explain my exam situations.I want to know the reason why my test score is still unavailable.

I sincerely hope that you can review it as soon as possible and give me a satisfactory reply.
I need this score because the deadline of submitting is VERY CLOSE ! The deadline is at the beginning of the October. I need to submit
Next MONTH. I do hope you could report my Gre score as it may cause significant negative effect to my application for study aboard. Thanks a lot!
Business Response
Date: 09/18/2023
Dear ***** *****

ETS was notified by the Better
Business Bureau (BBB) that you submitted a complaint regarding the GRE General
Test that you were scheduled to take on August 25, 2023.

The administrative review pertaining
to your August 25, 2023 GRE® General Test at-home scores is still underway. If
you have not heard from us within one week, please contact the Office of
Testing Integrity at ###-###-#### or ***************** for an update.

Although the Better Business Bureau
is familiar with our policies and procedures, we thank you for taking the time
to contact us granting the opportunity to provide clarification regarding your
complaint with the Better Business Bureau.

Regards,

Office of Testing Integrity
Educational Testing Service
Initial Complaint
Date:09/15/2023
Type:Delivery 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.
The ETS should deliver my scores of my test in early August a month ago. However, I haven't received any response from them, except waiting and waiting. Also, their contacts are useless. I wish they could get me the offcial score of GRE as soon as possible.
Business Response
Date: 09/18/2023
Dear ******* ***

ETS was notified by the Better
Business Bureau (BBB) that you submitted a complaint regarding the GRE General
Test that you were scheduled to take on August 6, 2023.

We at ETS are highly committed to
quality standards and fairness. After every test administration, we
go to great lengths to ensure each test result we report is accurate and
valid. All scores are placed on hold for the duration of the
Review. Most of these routine reviews are completed in about four weeks
however, in rare cases, the review can take longer.

For the reasons stated above, your
August 6, 2023 GRE® General Test at-home scores are on hold because they are
under administrative review. At the conclusion of our review, you will be
notified if there are questions concerning your scores. Otherwise, your
scores will be reported to you and to institutions you have designated to receive
reports. We sincerely regret any inconvenience that you may experience,
and we hope you understand these measures are necessary to ensure the validity
and fairness of the GRE scores for all test takers.

Although the Better Business Bureau
is familiar with our policies and procedures, we thank you for taking the time
to contact us granting the opportunity to provide clarification regarding your
complaint with the Better Business Bureau.

Regards,

Office of Testing Integrity
Educational Testing Service
Initial Complaint
Date:09/14/2023
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 am writing to file a formal complaint against the Educational Testing Service (ETS) regarding a significant delay in the processing of my GRE scores, which is adversely impacting my academic and professional aspirations. I seek your assistance in resolving this matter expeditiously, as it has begun to take a toll on my psychological well-being.On August 22, 2023, I took the GRE examination, with the understanding that taking the GRE General test at home is a safe and convenient option for students who prefer to take their test at home rather than at a test center, as stated on ETS's website. Subsequently, I received an email from ETS informing me that my test scores are under administrative review, a process expected to take four to six weeks. This delay poses a dire threat to my dreams and ambitions, as my application deadlines for educational institutions are rapidly approaching, with a cut-off date of September 21, 2023.The uncertainty surrounding the release of my GRE scores has caused immense stress and anxiety, affecting my psychological health. I have made multiple attempts to contact ETS, including a phone call in which I implored them to expedite the process. Regrettably, the respondent informed me that it cannot be expedited, which adds to my distress. My professional and academic life is at risk due to this situation.I kindly request the Better Business Bureau's intervention to ensure that ETS expedites the review process, as well as to facilitate timely communication and resolution of this issue. Your assistance in this matter is crucial to my academic and professional future.My ETS ID is ********. I appreciate your attention to this urgent matter and look forward to a prompt resolution.Sincerely,***********************
Business Response
Date: 09/18/2023
Dear ***********************,

ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the GRE General Test that you were scheduled to take on August 22, 2023.

Our records indicate that your scores are now available. Please log into your account to view your scores.

Although the Better Business Bureau is familiar with our policies and procedures, we thank you for taking the time to contact us granting the opportunity to provide clarification regarding your complaint with the Better Business Bureau.

Regards,
Office of Testing Integrity
Educational Testing Service
Customer Answer
Date: 09/18/2023

Complaint: 20607804

I am rejecting this response because:

I received an email from ETS on Friday, September 15, 2023, stating that my test scores were available and instructing me to log into my account to view them. ******************************, when I checked my account, the scores were not visible. This inconsistency between their email and the actual status on my profile has caused substantial confusion and concern.I reached out to ETS customer care to seek clarification and resolution. During the call, the respondent informed me that the scores should become available within a week. However, after further questioning, she reluctantly mentioned Wednesday as a potential date for the score release.I am deeply dissatisfied with this continued delay and the lack of transparency in communication from ETS. The uncertainty surrounding my GRE scores is causing significant stress and anxiety, as my academic and professional future depends on these results.I kindly request the Better Business Bureau's intervention to urge ETS to expedite this process and provide a specific and accurate timeline for the release of my scores. Given the upcoming application deadlines for educational institutions, every day of delay further jeopardizes my prospects.I appreciate your assistance in this matter and your efforts to ensure a timely resolution. Please convey my urgency to ETS in addressing this issue.Thank you for your attention to this matter.

Regards,

***********************
Business Response
Date: 09/21/2023
Dear ***********************,

ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your August 22,2023, GRE General Test examination.

Our records indicate the Test Security Analyst assigned to your case has emailed you a letter regarding the status of your August 22, 2023 GRE General Test at-home scores. Please make sure to read the letter and follow the instructions provided.

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

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Educational Testing Service (ETS) is NOT a BBB Accredited Business.