Complaints

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

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  Educational Testing Service (ETS)

  660 Rosedale Rd Princeton, NJ 08540-2218

• 

  Educational Testing Service (ETS)

  225 Phillips Blvd Ewing, NJ 08618-1426

• 

  Electro Tech Systems

  121 S Broad St Ste 1710 Suite 1710 Philadelphia, PA 19107-4534

• 

  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

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:03/04/2025

  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 was scheduled to take an exam via at home computer base test through ETS. The test began one time with security check in. The problem when the ******* stated that he will begin the test from his end. I waited for a few minutes and the test never Manifested itself. The ******* walked me through several troubleshooting options, none of which was effective. After about 30 minutes, the ******* stated that there was nothing hecould do. He directed me to fill out a complaint online within one day. My online complaint was denied, and I was asked to pay $425 again to take test that I never took. I reached out again to ETS to request Explanation for their response to refusing to allowing me to take the test via a testing site. I reached out several times to ETS and not heard back.

  Business Response

  Date: 03/06/2025

  Dear ******* ******,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your February 15, 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 educational endeavors.
  
  Regards,
  
  Praxis Services
  Educational Testing Service

• Initial Complaint

  Date:03/04/2025

  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.

  ETS said my TOEFL iBT®Home Edition scores from my test on February 19, 2025 could not be reported because my writing response did not reflect the assigned task, or it contained ideas, language and/or examples found in published sources or other test takers’ reponses. But the fact is that I carefully read the essay title and wrote it according to the title and the designated theme. And the content I wrote was entirely independently and on the spot, without referencing anyone else's content. I solemnly promise that I have fully complied with the exam rules. ETS has now cancelled my grades, and I need ETS to provide evidence to prove that I cheated. Otherwise, please restore my grades.
  
  
  But ETS sent me two identical emails before and after, and I only saw perfunctory replies. They didn't give me any substantive answers! I need ETS to provide me with evidence. Is ETS not sending evidence because my article does not overlap with any article or anyone else? The accusation of similarity in my article by ETS is completely unfounded. They need to immediately restore my grades. ETS cancelled the exam that I had put in a lot of effort to complete without any evidence, which is completely wrong. I don't understand. Is ETS doing this to waste candidates' time and money? Please provide me with evidence to determine if my writing is similar, otherwise please make sure to restore my grades.
  
  
  I have confidence in my English proficiency. In order to achieve satisfactory grades, I work hard every day to study TOEFL. After experiencing countless setbacks, I really need the results of this test. I need to submit my TOEFL scores as soon as possible to receive admission letters from UK universities.
  The misjudgment behavior of ETS has seriously affected my graduate application progress. If I do not obtain a qualified language score within the validity period, all my efforts will be in vain.
  
  
  If no evidence can be provided, I hope ETS can restore my grades as soon as possible.

• Initial Complaint

  Date:03/03/2025

  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.

  I’m writing to you in the hopes of maybe helping not only myself but hundreds of other people like myself that are having the same issue with the Praxis test. Today I was taking my at home Praxis test and I was halfway through it and a message popped up that said closing test security issue. There was absolutely NO security issue as a matter of fact the proctor watches your every move. I immediately panicked the Proctor finally came on and said call a number he couldn’t help. Then I called the number to ETS who then said sorry we can’t help you have to email us and then wait 5-10 business days for a response. WHAT! I paid $200 for this test and have studied for months! After researching this issue today online, hundreds of people have had the same issue and the majority said they had to pay for the test again plus they made them wait 28 days! This absolutely sounds like a money scheme! A proctor is physically watching your screen and he saw nothing! I’m currently working on my masters in special education and I have to pass this by April. I’m devastated to be a hard working teacher but also see all these other teachers dealing with the same thing and nothing has been done? I’m just disgusted with this and am hoping something can be done. This seems illegal and is unfair to a profession that is already desperate for teachers as it is.

• Initial Complaint

  Date:03/03/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am ***** *****,takinga TOEFL iBT home edition onMarch 19, ******* e-mail address ********************* and my phone number86+*********** My birthday date isSep-25,**** and ETS ID : ******** score report not available [Incident: 250227-004247]I read "canceled" on statusaboutmy scoreyet my score report was generated on March 24, 2023. My TOEFL score was canceled by ETS which is unacceptable, especially since I was planning to use it for my university applications. I wrote email to ETS but they did not reply and give any reasons. ETS has refused to provide any proof or explanation regarding the real reasons for canceling my score, citing privacy protection policies. This is unacceptable. Not only have they rejected my explanation and refused to reconsider my request to reverse the decision, but they also failed to provide any reason for their actions. They completely canceled my score without offering any rationale, which is entirely unreasonable. I DO HOPE YOU COULDREPORT MY TOEFL TEST SCORE AS SOON AS POSSIBLE AS IT MAY CAUSEVITALNEGATIVE EFFECT TO MY GRADUATE SCHOOL APPLICATION.

• Initial Complaint

  Date:03/02/2025

  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 file a complaint against Educational Testing Service (ETS) regarding their unfair and predatory practices related to the cancellation of ***** iBT test scores. ETS has engaged in what I believe to be deceptive business practices by canceling my test scores without prior warning, denying me a refund, and failing to provide a fair resolution.Summary of Incident:On January 29 2025, I was supposed to take the ***** iBT Home Edition exam administered by ETS. Before I could even begin my test, my session was flagged due to alleged unauthorized software running on my computer. I was unaware that any such software was running, nor was I given any opportunity to address the issue. Despite my attempts to seek clarification and request a fair resolution, ETS unilaterally canceled my scores and refused to refund my test fee.After researching this issue online, I discovered that numerous other test takers have faced the same problem, suggesting that ETS has a systemic issue in identifying so-called "unauthorized software" and is unfairly penalizing test takers. The lack of transparency in their policies and their outright refusal to offer refunds or reschedule tests is deeply concerning. This practice essentially amounts to taking money from consumers without providing the promised service.Requested Resolution:I am requesting that ETS be required to:Issue a full refund for my canceled ***** iBT test.Provide test takers with alternatives, such as allowing them to reschedule for an in-person test rather than forcing them to lose their entire test fee.I respectfully urge your agency to investigate ETSs unfair practices and take appropriate action to protect consumers from financial harm. Please let me know if any further information is required.Thank you for your time and assistance in this matter.Sincerely,****** **********

• Initial Complaint

  Date:02/28/2025

  Type:Sales and Advertising 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 had scheduled to take the GRE at a testing center in ****** on 2/20/25. Once I arrived, the room was dark and locked. The ******* did not show which left me out money for the commute and childcare, as well as a day out of work. I was issued a free reschedule which I had to do at home since I'd already used my childcare money on the 20th. While taking the at home test on 2/28, my test had a pop up stating my test was cancelled for security reasons. Upon speaking with customer ********************** they said I had a non authorized program running. I followed all their rules and had nothing open besides the ******* tab and the test program itself. The person I spoke with would not tell me which program was open due to integrity of the *******. I did not have anything open. I am needing a refund and retest. To have to go through this when already past the due date for my test scores due to their no show ******* is uncalled for and their customer ********************** should be able to help me remedy any issues instead of just cancelling my test and keeping my money for themselves. The proctors for online are not local to my country and were difficult to understand over phone/computer calls.

• Initial Complaint

  Date:02/28/2025

  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 for an online test. I ran the diagnostic test that is required by the ETS to ensure that my computer would meet the requirement (I had my technology specialist do this for me). I received "green checks" for all systems indicating that the computer met all requirements for testing. However, on test day the test ******* could not hear me. All microphones were working and on. I had access to all systems in the computer. However, because the ******* could not hear me (no indication of an issue on my end), I was unable to take the test. I am requesting that ETS allow me to reschedule to a testing site using the previously paid funds for the test ($130). They are unwilling to do so. Since time is an issue, I will reschedule on my own and pay another fee ($130) but I am requesting a full refund. I do not believe that ETS can prove that the tech issue was on my end. Again, the systems check indicated all systems were working and I use the microphone on this computer regularly.

  Business Response

  Date: 03/03/2025

  Dear ******* *******,
  
  ETS was notified by the Better Business Bureau (BBB)  that you submitted a complaint regarding your February 24, 2025, Praxis English to Speakers of Other Languages (5362) 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 educational endeavors.
  
  Regards,
  
  Praxis Services
  Educational Testing Service

  Customer Answer

  Date: 03/03/2025

  
  Complaint: 23003154
  
  I am rejecting this response because:
  I followed protocol set forth by ETS.  At no time was I asked to perform a function on my computer that was blocked due to administrative access.   For that reason, it cannot be proven that I am at fault for the program not functioning.  It could have been an error on the part of ETS.  
  

  I believe ETS is not thorough in ensuring success for its candidates.  This is a service provided for current and future educators.   I would implore the BBB to look into statistics as to the frequency of these errors with at home testing.   If there is a great number of educators having to pay twice for the same test, I would be suspicious of a scam taking place on the backs of educators.  If there is an error in testing, there should be an option for test takers to reschedule with a small rescheduling fee or no fee at all.   Having to pay twice is robbery.

  Regards,
  
  ******* *******

  Business Response

  Date: 03/07/2025

  Dear ******* *******, 
  
  ETS was notified by the Better Business Bureau (BBB) that you rejected our answer concerning February 24, 2025, Praxis English to Speakers of Other Languages (5362) examination. 
  
  Our records indicate that our office has recently reached out to you regarding the refund for your test. 
  
  Thank you for allowing us the opportunity to clarify your concerns with the Better Business Bureau. We wish you continued success in your educational endeavors. 
  
  Regards, 
  
  Praxis Services 
  Educational Testing Service 

• Initial Complaint

  Date:02/28/2025

  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.

  Praxis is required for my job and very expensive. I logged into my account to take my test at the required time and the ******* never showed. A ******* is required to log in. They are now saying that because I did not log in, I cannot get a voucher to reschedule. I had a chat with the test help person in a chat box and they gave me a number to call. The call did not get answered. After a few rings, the call would drop. After about 30 minutes, I had other things to do (for my job) so I moved on. I emailed them that weekend and never got a reply. I sent multiple messages to them using their message form and had no response. Finally after a few weeks, I called a number given to me by another chat and got through, all for them to tell me I need to send another email. He promised me it would get a response because he would flag it. I just got a response and they are refusing my claim. They want screenshot or browser history which I do not have.

  Business Response

  Date: 03/03/2025

  Dear ****** ******,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your January 8, 2025, PRAXIS General Science (5436) 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 educational endeavors.
  
  Regards,
  
  PRAXIS Services
  Educational Testing Service

  Customer Answer

  Date: 03/03/2025

  
  Complaint: 23002147
  
  I am rejecting this response because:
  
  Praxis is asking for proof that I logged in. I don't have this. It is the last thing I was thinking about when I was stressed trying to log in and call customer ********************** with no answer. They want a screenshot or my browser history. I obviously do not have a screenshot because I thought this was a reputable company. I do not have browser history because my mac deletes browser info and cookies everey 30 days. It is well over that. Maybe if they had replied to my calls or emails I could have sent them my browser history. They have a track record of doing this, as I have seen many complaints online and no one is holding them accountable. 
  
  Regards,
  
  ****** ******

  Business Response

  Date: 03/07/2025

  Dear ****** ******,
  
  ETS was notified by the Better Business Bureau (BBB) that you rejected our answer concerning your January 8, 2025, PRAXIS General Science (5436) 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 educational endeavors.
  
  Regards,
  
  PRAXIS Services
  Educational Testing Service

• Initial Complaint

  Date:02/27/2025

  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 was scheduled to take an at-home PRAXIS exam with ETS. I did an equipment check several times throughout the day before the test and had all the equipment requirements. My proctor walked me through the equipment check process again without issue. As he launched the exam, my test was immediately terminated for "security violation purposes." We tried twice, both times passing the equipment check. My proctor told me to call Praxis. Then, I was told that I would be investigated.
  
  I called to try to be refunded and reschedule, and I was told I needed to email. I had already sent one. They said it was sent from the wrong e-mail. I sent another email, and received a response that I would hear in 24 hours. Four business days later, I hadn't heard and reached out via e-mail and by phone. The phone call said they could not answer my question. I received an e-mail saying they have no reportable score for me because of an "unauthorized software operating during the test administration."
  
  I called the number on the email and was told that I could reschedule but would not receive my money back. I asked why that was if the equipment check passed and it was a technical glitch on their end. I was told that I had a blacklisted program running in the background, but they couldn't tell me what it was for "proprietary reasons." I asked why that program didn't come up in the equipment check so that I could've fixed it. He said that it must've been off during the check but popped up without my knowing in the background after. I asked how I was supposed to have corrected that issue, and how I was at fault in that scenario. He repeated that the program was blacklisted. He used the analogy of a person turning off their car, but the car starting back up on its own. There was no supervisor for me to talk to, and they said the decision was final.
  
  I can't afford to pay $425 again to register for another test, and this company is the only one who gives it. This is a scam.

• Initial Complaint

  Date:02/27/2025

  Type:Order 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 Against ETS for Unjustified Score Cancellation, Test Ban, and Failure to Respond To Whom It May Concern,I am filing this complaint against ETS for their unfair cancellation of my ***** iBT Home Edition scores, an unjustified test ban, and their complete disregard for my repeated attempts to resolve this issue. Below are the details of my grievance:Background of the Issue Unwarranted Score ******************** took the ***** iBT Home Edition on February 5th and February 12th, 2023.During both exams, my camera unexpectedly shut down. I immediately notified the *******, followed their instructions to restart my computer, and re-completed the security check. The ******* raised no concerns about misconduct during the sessions.Despite this, ETS canceled both scores and banned me from future tests, citing unspecified "violations."ETSs Failure to Communicate:I have emailed ETSs Office of Testing Integrity multiple times, requesting clarification and evidence of the alleged ************* date, I have received no response from OTI or any ETS representative. My legitimate concerns are being ignored, and my rights as a consumer are being violated.Requests for Resolution I demand that ETS:Immediately respond to my emails and provide a detailed explanation of the alleged violations, including any concrete evidence.Restore my scores and lift the test ban if no valid proof of misconduct ************ Notice If ETS continues to ignore this matter, I will have no choice but to escalate it through legal action, including filing a lawsuit for defamation, financial damages, and breach of contractual obligations. I will also publicize this case to expose ETSs unethical practices.Sincerely,**** ****

  Business Response

  Date: 03/06/2025

  Dear **** ****, 
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your February 12, 2025 TOEFL iBTHome Edition 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. Our records indicate the Test Security Specialist assigned to your case has emailed you a letter regarding the status of your February 12, 2025 TOEFL iBT Home Edition examination scores.

  We understand you have the right to legal representation and if you choose to do so, please have your attorney send me a letter of representation so we can forward it to our legal team. 
  
  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