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:03/14/2025

  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 registered to take two praxis exams and it would not allow me to change my last name. When I went to the ***************** testing center, I was allowed to take my first praxis on March 12, 2025. Today, 3/14/2025 I received an email stating my names did not match my identification. I contacted the number on the email I spent 57 minutes on the phone with someone I could barely understand. I spent 30 minutes asking to speak with a supervisor. The customer ********************** *** tell me no supervisor were available, I told him I did not mind to wait. All I needed was assistance to move the test that I already paid full price for to the new account. The supervisor finally get on the phone and tells me that I need to cancel my upcoming praxis that is scheduled for March 24, 2025 and that I will only receive a 50% refund. I must create a new account. That I must contact ********** of Testing and scoring to ask about my Praxis I took on March 12, 2025. I was told they could not do so. I really do not want to make this a legal issue over $260, but not returning all of my money on the same day to just move my test registration to my new account is unbelievable. When contacted by the Office of Testing and scoring they State that it's always our fault no help. When I got married I called and did as I was instructed and now there is another issue. We are required to take these exams for our professions. I don't understand how this company is allowed to continue to take other money.

  Business Response

  Date: 03/17/2025

  Dear ******** J *******,
  
  ETS has been notified by the Better Business Bureau (BBB) that you have submitted a complaint regarding your Praxis exams on March 12, 2025, and March 24, 2025.
  
  We have reviewed your concern and have sent the results of our investigation to the email address associated with your Praxis account.
  
  Thank you for giving us the opportunity to clarify your complaint with the Better Business Bureau. We wish you continued success in your professional endeavors.
  
  Best regards,
  
  Praxis Services
  Educational Testing Service
  

• Initial Complaint

  Date:03/12/2025

  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.

  Why was my grade canceled? Please give me the evidence of my cheating. I can swear that I completed these writings myself without anyone's help, and the examiner has checked my examination environment three times without any problems. I need you to find a professional to deal with my problem. I think It's an unfair treatment. My roommate signed up for the exam on the same day as me, and his score was not delayed or his grades were canceled. Please take care of my grades carefully and reply to me as soon as possible, because it is only less than a week before my grades are submitted. Thank you.

• Initial Complaint

  Date:03/12/2025

  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.

  ETS is a monopoly whose services the high school teachers of America have no choice in buying. Their relevance today is well past its sell-by date which expired in the 1960s due to increased homogenization of academia worldwide. I was made to purchase such a test at a cost of approx. 160 USD which I lost due to no such online test ever happening. On the February 15, 2025 their "app" took control of my computer and detected other apps that it didn't agree with. Communication with the company is anything but transparent and creates a confusion which I believe to be by design. They are profit-driven and minimize customer ********************** to such an extent that a clear understanding of the modalities of the test are challenging to grasp. They can easily sell two instead of one, and can pursue this indefinitely since they are a monopoly. Their resolution department is judge and jury. The telephone operators speak in broken English and the answer phone runs its cycle twice at every call before we can get through. They offer a vague list in the form of a PDF to inform the test taker of the topics covered, which they do not provide themselves. The test taker must pay more money if they wish to practice learning. The whole thing is shrouded in opaqueness and offers no signs that ETS have any business interest in seeing customers passing the tests first try. As one who has a qualification far superior to the test, the relevance of their tests should be cross-examined. In the case of the English Arts 5039, it is overly simplistic and trivia-based. Passing or failing would not prove anything and yet it holds access to the profession of teacher. The first email I signed up with started to received many promo prices which ETS refused me post-purchase when I asked on the phone. They now want my browsing history from 30 days ago if they are to refund me. I consider that they owe me a full refund.

  Business Response

  Date: 03/14/2025

  Dear *********** *******,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your February 15, 2025, Praxis English Language Arts: Content and Analysis (5039)examination.
  
  Our records indicate that our office has reached out to you at 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:03/09/2025

  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.

  On March 9th, I signed in to take a at home test for SLS. I had renewed/replaced my license with TN recently and still waiting on the official ID. I checked the rules and as long as there was a payment receipt and the ID was valid, had my signature, my name (first/last), etc I was good to go. The proctor refused to admit me to the test.

  Business Response

  Date: 03/11/2025

  Dear ***** * *******, 
  
  ETS has been notified by the Better Business
  Bureau (BBB) that you submitted a complaint regarding your March 9, 2025,
  Praxis School Leaders Licensure Assessment (6990) 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 

  Customer Answer

  Date: 03/11/2025

  
  ********** ********
  
  
  
  I am rejecting this response because: I did use a provisional ID and I can provide a copy of it. I followed the policy outlined on page 20, specifically:

  If your driver’s license has expired, but you
  present it along with your original Department
  of Public Safety renewal certificate, these two
  documents together are acceptable provided
  the names on both documents match exactly. If
  a provisional driver’s license is issued in
  lieu of a renewal certificate, this is acceptable as
  a primary ID document if it contains your photo,
  signature, and an expiration date.
  
  
  
  
  
  
  
  Regards,
  
  
  
  ***** *******

  Business Response

  Date: 03/14/2025

  Dear ***** ** ********
  
  ETS was notified by the Better Business Bureau
  (BBB) that you rejected our answer concerning March 9, 2025, Praxis School
  Leaders Licensure Assessment (6990) 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 allowing us the opportunity to
  clarify your concerns with the Better Business Bureau. We wish you continued
  success in your Professional endeavors.
  
  Regards,
  
  Praxis Services
  Educational Testing Service

• Initial Complaint

  Date:03/07/2025

  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 filing a formal complaint against Educational Testing Service (ETS) for the unjust and arbitrary cancellation of my TOEFL iBT Home Edition scores (Exam Date: March 2, 2025, ETS ID: *****************. ETS invalidated my scores solely due to a score disparity between my speaking and other sections, without providing any evidence of misconduct.
  
  This decision is completely unacceptable and unfair. As a Chinese student, my reading, listening, and writing skills are naturally stronger due to my education system, while speaking remains a challenge. This was my first time taking the TOEFL speaking test, and my performance was affected by nervousness and lack of fluency—factors that have nothing to do with dishonesty. ETS’s vague and arbitrary reasoning for score cancellation is deeply flawed and damaging to my academic future.
  
  ETS’s actions have placed my university applications at risk, causing unnecessary stress and delays. I demand that ETS:
  
  Provide a detailed and transparent explanation for my score cancellation, including any evidence they claim to have.
  Immediately reinstate my scores unless they can prove actual misconduct.
  Revise their flawed policy that penalizes test-takers based on subjective assumptions rather than facts.
  I will not accept a generic response or vague justifications. If this issue is not resolved promptly, I am prepared to escalate my complaint further. I expect a swift and fair resolution to this matter.

• Initial Complaint

  Date:03/06/2025

  Type:Customer Service 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,I am filing a complaint against Educational Testing Service (ETS) regarding the unfair cancellation of my TOEFL iBT Home Edition scores (Exam Date: March 2, 2025, ETS ID: *****************. ETS invalidated my scores due to a disparity between my speaking and other section scores, despite my strict adherence to test ******** a student from *****, my reading, listening, and writing skills are stronger due to my education system, while speaking is my weakest area. This was my first TOEFL speaking test, and my nervousness affected my performance. ETS canceled my scores without clear evidence of misconduct, jeopardizing my upcoming university applications.I request BBBs assistance in urging ETS to:Provide clear justification and evidence for my score cancellation.Re-evaluate my test results and consider reinstatement.Ensure fairer policies regarding score discrepancies.I am happy to provide proof of my TOEFL preparation and compliance with ETS rules. Thank you for your time and assistance.

• Initial Complaint

  Date:03/06/2025

  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 wrote a letter to ETS team on March 3nd 2025, "Dear *** or Madam,I accidentally created two ETS accounts: 5SG78GC2 and 3LG6GAB8. And now I want to register a physical test in *****, but I can't use the voucher because the account conflicts. Can you help me merge the two accounts or resend the voucher to 3LG6GAB8? Best regards,****"However, after several working days they didn't reply, so I want to complain about the situation. Because I have an urgent deadline for applying for my master so I need ETS finish the accounts merging as quick as possible.

  Business Response

  Date: 03/14/2025

  Dear **** ****, 
  
  ETS has been notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the GRE General Test voucher. 
  
  Our records indicate that you have created multiple GRE accounts under your name. We have merged your accounts.
  
  To schedule a test at a physical test center in *****, you must submit the necessary fees directly to ****, the authorized organization responsible for test scheduling in this region. For your convenience, we have revoked the previously issued voucher and processed a refund of $220 USD for the registration fees for your February 14, 2025, GRE General Test appointment.The refund has been issued to the original method of payment, and it may take approximately five business days to appear on your bank statement. 
  
  If you are taking the GRE General Test in ******** China and wish to test at a physical test center, you must register online through an **** account. For more information, please visit ***************
  
  Thank you for allowing us to address your concerns. We wish you continued success in your professional endeavors. 
  
  Best regards, 
   
  GRE Services 
  Educational Testing Service (ETS) 

• Initial Complaint

  Date:03/06/2025

  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.

  1. Background of the Issue
  ----------------------
  February 4, 2025: ETS abruptly canceled my scheduled GRE test (February 11, 2025) via email, falsely claiming I was banned until January 2026 due to "similar demographic information to another banned test-taker." This was entirely incorrect, as I had never taken the GRE before and had no prior violations.
  February 10-12, 2025: After submitting identification documents and multiple emails/calls to ETS departments (OTI, TSR, GRE Support), Ms. Polina G******** (ETS Data Analyst) confirmed the cancellation was their error.
  
  2. ETS’s Continued Failure to Resolve the Issue
  ----------------------
  February 20, 2025: Despite ETS’s prior assurances, their system allowed me to schedule a test on this date, implying the 21-day restriction was lifted. I completed the exam successfully, passed all security checks, and received no warnings during the test.
  February 22, 2025: ETS canceled my scores, accusing me of "using a proxy test-taker"—the same baseless claim as before. When I demanded evidence, they provided none and reiterated the same automated response.
  
  3. Harm Caused by ETS
  ----------------------
  Financial Loss: $220 exam fee (non-refundable), hours wasted on resolving their errors.
  Emotional Distress: Anxiety over delayed graduate school applications, reputational damage from false accusations.
  Systemic Negligence: ETS’s internal systems repeatedly flagged me for "similar demographic information," yet they failed to correct their database or implement safeguards to prevent recurrence.
  
  4. Requests for Resolution
  ----------------------
  Immediate Release of My GRE Scores with Full Integrity
  Release my February 20, 2025 GRE scores unconditionally and in their entirety. These scores must be disseminated to all designated institutions without further delay or "under review" status.
  Publicly retract all false accusations of "proxy testing" or misconduct, as there is zero evidence to support these claims.

• Initial Complaint

  Date:03/06/2025

  Type:Billing 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.

  Subject: Formal Complaint Against Educational Testing Service (ETS) Unfair Refund Policy I am writing to formally escalate a complaint against Educational Testing Service (ETS), the administrator of Praxis exams, due to an unfair and unreasonable refund policy that resulted in an unjust financial loss.On March 3, 2025, I mistakenly registered for Praxis Test 5123 and its corresponding practice test, paying $130 and $25, respectively. Realizing my error, I immediately canceled the incorrect test and purchased the correct one, Praxis Test 5122, within the same session. Despite my quick action and the fact that I did not use the ************ practice test, ETS only refunded 50% of the payment, unfairly penalizing me for a minor selection mistake.After contacting Praxis Customer **********************, I was informed that their policy only allows a partial refund, which is unreasonable and unfair for the following reasons:No services were used from the incorrect registration.The mistake was corrected immediately, and the correct test was purchased.I acted in good faith and took responsible steps to rectify the error.I am formally requesting a full refund of $130 for the 5123 test and $25 for the practice test. The refusal to provide a full refund represents an unfair business practice and a lack of reasonable consumer protection measures for customers who make unintentional selection errors.I urge your office to investigate ETSs refund policies, as they disproportionately penalize customers for minor mistakes while providing no flexibility for immediate corrections.Please confirm receipt of this complaint and inform me of the next steps. I appreciate your time and attention to this matter.Sincerely,***** ******* Phone: ************ Email: **********************

  Business Response

  Date: 03/07/2025

  Dear ***** *******, 
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your order placed on March 3, 2025, for the Praxis Family and Consumer Sciences (5123) examination and test preparation. 
  
  We are sorry to hear about the mix-up with the test codes during your registration. 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 

  Customer Answer

  Date: 03/09/2025

  [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:03/05/2025

  Type:Billing 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 finished an Online TOEFL iBT TEST on 24th Feb, whose report should be released within one week, or latest before today. However, when I check my score report , it tells me my test scores report is delayed, only with a simple reason that my report is under so-called 'administrative review'. Your company didn't even send me an email to explain some detailed information about the delay. Is that a routine review or doubt of cheating? If it is the case of the latter ,my room had been check by your proctor from floor to ceiling. Or don't tell me your guys consider the behavior of looking at the draft which is permitted legally to write on the white board as plausible cheating. If it's just a routine review, I can understand, but, sincerely, that really delays my schedule because there are several applications in a rush, awaiting my scores report. If missed, I 'll have to prepare one more year for them .I can understand your company's principle of justice, equality and integrity, but don't involve people who really commit their efforts in studying and improving themselves which really brings trouble, thus making your company reputation lower. I really need my score report ASAP!!!!!!!!! I'll appreciate it if you can deal with my problem.