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
- 2,485 total complaints in the last 3 years.
- 468 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/31/2023
Type:Product IssuesStatus: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 name is *******************, My date of birth is 07/14/2002, my ETS ID is ********, and my email is ****************** Due to the pandemic, all offline exams had been canceled, so I took the GRE at-home test on January 20th, 2023. During the whole exam, I passed all the security checks, respected the rules, and was confirmed all good by the proctors. That's why I was so surprised when checking my GRE account, and found out that my scores are still unavailable. And the situation is desperately URGENT, as I have no chance to attend another test before the application deadline. The unexpected delay has seriously affected my mental health. I have suffered from sleep deprivation for quite a long time and hardly slept in the past several days. I hope ETS will understand a student's anxiety. I am urgent to retrieve my GRE score. Please help me get my scores as soon as possible, so as not to miss the deadline THIS WEEK.Business Response
Date: 02/07/2023
Dear *******************,
ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint concerning the GREGeneral **** you took on January 20, 2023.
The ETS ****** of Testing Integrity is conducting a review of your January 20, 2023 GRE General **** at-home administration due to the reported infraction on test day. Most of these reviews are completed in about four weeks however, in rare cases, the review can take longer. The assigned **** Security Analyst will be in contact with you shortly regarding the status of your case.
Sincerely
The ****** of **** Integrity
Educational Testing ServiceInitial Complaint
Date:01/31/2023
Type:Customer Service IssuesStatus: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.
Here is the message (below) available in the place of my score, after I received a passing score and paid an arm and a leg to take these tests. I am not able to retrieve my scores, or is my university or department of education able to view them.
I have repeatedly called the number provide, and no one ever answers. I have left voicemail and no one returns my calls. I have sent emails and no one responds. This is the second time this has happened with this company. I have zero response or information as to what the heck is going on. Such a sham!!
Please contact ETS at ###-###-#### to obtain information on your delayed score report.
When calling, inform the customer service representative that your Praxis scores
are not available to access on your accountBusiness Response
Date: 02/06/2023
Dear **** *******,
ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the Praxis® test.
The administrative review pertaining to your January 2023 PRAXIS® Test at Home scores has been completed. Please log into your account to view your scores.
Thank you for your patience as we take the necessary steps to identify the origination of the problem with determination for its resolution.
Regards,
Praxis® Series
Educational Testing ServiceInitial Complaint
Date:01/31/2023
Type:Service or Repair IssuesStatus: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 is ********, I took the Toefl test on Jan 9, the appointment number is ****************. To confrim my identification, my name is Andi ****, date of birth is Oct 12 2000.The complaint is about my test on Jan 9, 2023. I did meet some technology problems before starting the test, but IT support quickly solved this problem. I took the picture of mine before the IT support dealing with the problem on my computer, when the problem sloved and restart into the test, the ******* still monitor my screen, I took a blured picture but it quickly moved to the test page, and I even couldn't go back to check it. I don't know if that made me into trouble. I hope everything were recorded so that the analyst could find the picture I first took. Except that, the whole test process was very smooth, I respected the rules and was confirmed all good by the proctors. I thought I did well during the test, I was happy when I saw I got 30 in Reading and 23 in Listening. That's why I was so upset when checking my TOEFL account, finding out that my scores are still unavailable. I have sent an email to TSReturns, however I got no reply. I really need that score because I have no chance to attend next test before application deadline. Therefore I am urgent to retrieve my TOEFL score. I've waited for 22 days, my anxiety at its peak. I promised that I was not cheat, I also did well at speaking part, which is the best way to know whether I'm good at english. Please help me get my scores as soon as possible.Thanks, all the best.Business Response
Date: 02/07/2023
Dear Andi ****,
ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint concerning the ***** test you took on January 9, 2023.
Our records indicate the **** Security Analyst assigned to your case has emailed you a letter regarding the status of your January 9, 2023 ***** iBT Home Edition scores. Please make sure to read the letter and follow the instructions provided.
Sincerely
The ****** of **** Integrity
Educational Testing ServiceInitial Complaint
Date:01/31/2023
Type:Customer Service IssuesStatus: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.
Took the at-home test on Jan 1st. It's been 31 days but the scores are still not available. I did not receive any notification on why the score is delayed.Business Response
Date: 02/07/2023
Dear **** ****
ETS was notified by the Better
Business Bureau (BBB) that you submitted a complaint regarding your January 1,
2023, GRE General Test examination.
Our records indicate that your scores
are now available. Please log into your account to view your scores.
The administrative review pertaining
to your January 1, 2023 GRE® General Test at-home scores has been completed.
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 ServiceBusiness Response
Date: 02/08/2023
Dear **** ***,
ETS was notified by the Better
Business Bureau (BBB) that you rejected our response to the complaint regarding
your January 1, 2023 GRE examination.
We can confirm that your scores from
January 1st, 2023 are now available to you.
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 ServiceCustomer Answer
Date: 02/09/2023
[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:01/31/2023
Type:Service or Repair IssuesStatus: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 NEED MY GRE SCORE ASAP!!!!!!!!!!I took GRE exam on December 14, 2022 at home due to the ******19. It is now over 50 DAYS after the exam, I was told its still under review. I passed all security checks and took the test WITHOUT ANY VIOLATION of the exam rule. It is unexpected that a disciplined test-taker who devotes great efforts to the exam would suffer a long-lasting delay. I have one of my deadlines in January 1st, and I have already missed this opportunity. Until now, all my inquiries about the review progress have been met with perfunctory template responses. I have no idea how far the case has been processed and when the review can be completed. The long-lasting waiting has seriously affected my mental health. I have suffered from sleep deprivation for more than two weeks. ETS claims that your organization values integrity and equity to bridge students with educational opportunities. However, the case here is you destroy the education opportunities of a diligent student with integrity. I request my scores to be released ASAP, and I need to know how far my case has been processed and the exact completion date. I do not need your perfunctory templates, telling me its underway. I always show my understanding of your delay, but I don't think my understanding could be a valid way to protect my right. Now I deem that my understanding of you has only made you more ineffectual. I respect your rules, and you should respect my educational opportunities. Name:*******************; Date of birth:2001.6.22; Appointment number:2813712221775213; ETS ID: ********.Business Response
Date: 02/01/2023
Dear *******************,
ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your December 14, 2022, GRE General Test examination.
Our records indicate that your scores are now available. Please log into your account to view your scores.
The administrative review pertaining to your December 14, 2022 GRE General Test at-home scores has been completed.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 ServiceInitial Complaint
Date:01/30/2023
Type:Product IssuesStatus: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 name is *********************. My date of birth is 3/12/2003, my email address is ***************** and my ETS ID is *********************. The complaint is about my test on Jan 12, 2023. The process of inspection was very smooth, I passed all the security check, respected the rules and was confirmed all good by the ********. That's why I was so surprised when checking my GRE account, finding out that my scores are still unavailable. I really need that score because I have no chance to attend next test before application deadline. Therefore I am urgent to retrieve my GRE score. Please help me get my scores as soon as possible. Thank you.Business Response
Date: 02/03/2023
Dear *********************,
ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the GRE General Test that you had scheduled for January 12, 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.
The review of your January 12, 2023 GRE General test has been completed. You can access and review your scores in your online 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,
Office of Testing Integrity
Educational Testing ServiceInitial Complaint
Date:01/30/2023
Type:Customer Service IssuesStatus: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 name is ********************. My date of birth is Aug 13, ****. My email address is ******************* and my ETS ID is ********** attended the GRE test on Jan12, 2023. The whole test from the beginning to the end was very smooth. I passed all the security checks, followed every step the ******* guided, and completed the test smoothly. I dont see any issues. However, i was very surprised after so many days, when i checked the ETS website this week, it still shows unavailable. I have contacted ETS several times and sent emails to them, but I got no reply. This is really really urgent. I have prepared the GRE test for a very long time and now i am looking for applying schools. I really dont want to miss the opportunity to apply to grad schools. I really need the score as soon as possible because the hard deadline for applying school is this week. Please help me to release my scores as soon as possible.Business Response
Date: 02/01/2023
Dear ********************************************************** was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your January 12,2023, 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 January 12, 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 ServiceCustomer Answer
Date: 02/02/2023
Complaint: 18949041Hi,
Firstly, thank you for replying to my email. However, I am rejecting this response because ETS doesnt provide practical help, but just an email to notify me about the delay. I have emailed ETS and also gave multiple calls to ETS. No one provides actual help and my score is still not released. This may not be urgent to ETS, but to me, this is about my study path, my career, and most importantly, my life decision. I study for years to prepare for the exam and now this is reviewed for an unknown period. I have already missed the application deadline for three schools, I dont want to miss more opportunities. I sincerely hope the supervisor can speed up the review progress of my exam results. I promise that I followed every rule during the exam and I did not commit to any irregularities during the exam. I deserve to get and know the score. I sincerely hope ETS will understand students' anxiety and release my score as soon as possible. Please contact me at your earliest convenience. I hope to hear back good news from ETS as soon as possible.
Regards,
Ko-*****************Business Response
Date: 02/06/2023
Dear ********************************************************** was notified by the Better Business Bureau (BBB) that you rejected our response concerning the GREGeneral **** you took on January 12, 2023.
Our records indicate that your scores are now available.Please log into your account to view your scores.
The administrative review pertaining to your January 12,2023 GRE General **** at-home scores has been completed. Please log into your account to view your scores.
Sincerely,
The ****** of **** Integrity
Educational Testing Service.Initial Complaint
Date:01/29/2023
Type:Service or Repair IssuesStatus: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 creating difficulty for people taking PRAXIS test. They are only worried about taking people's money and not refunding it when a problem occurs. They create difficulty every time I take a test. You are told to read and follow the rules when taking a test. You are advised test your computer to make sure it meets requirements. Which I do every time I try to take with them. In the last 2 attempts of taking a test with them, they have taken $180 from me and not refunded it. They use a ******* company called ******* U. The proctors they use most of the time cannot speak English. On November ********************************************** my computer would not work due to the internet. Even though I repeatedly tested it and it was fine. Costing me $90 and not refunding my money. They even wouldn't wave the fee to reschedule. Making me wait 28 days to retake the test. Then on December 28, 2022, I had scheduled another test costing me another $90, the ******* stated I couldn't take the test in my bathroom per ETS. This is not true, rules do not state that you cannot take a test in your bathroom. ETS is costing a lot of people money, when some, like me have a hard time paying for the test, costing them even more money. This is unfair to test takers around the country. Something needs to be done. This company is hard to get in contact with and does not help people just takes their money. I hope by filing a complaint will help other people. I still have 6 test left to take to get certified and if they keep taking my money this is unfair to Americans trying to get a job.Business Response
Date: 02/02/2023
Dear ***************************,
ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the PRAXIS Tests that you had taken on November 23, 2022 and December 28, 2022.
Unfortunately,we could not locate your November 23, 2022 Praxis appointment with the information you provided. An e-mail was sent to your G-mail e-mail address on Tuesday, January 31, 2023, asking for additional information. As of February 2,2023, we have yet to receive a reply e-mail. At your earliest convenience,please reply to the e-mail that was sent to you on January 31, 2023, with the requested additional information. Upon receipt of your reply, we can access your Praxis appointment and assist you with 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,
PRAXIS Services
Educational Testing ServiceInitial Complaint
Date:01/29/2023
Type:Product IssuesStatus: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.
Hello, my name is ***********************, my ETS ID is 3MF3F1DG, and my email is ******************* My appointment number: is ****************. Under the current Covid-19 circumstances, I took my GRE At Home Test on Dec 16th, 2022. The whole process was very smooth, I passed all the security checks, respected the rules, and was confirmed all good by the proctors. That's why I was so surprised when checking my GRE account, and finding out that my scores are still "under administrative review". I received a notification email from ETS that my score is being delayed on 1/1/2023. However, it has been over a month since I received any information from ETS about my score. I have been preparing for 5 MONTHS since my first unprepared exam and studied VERY VERY hard for this GRE exam. The situation is making me anxious because my deadline is approaching for my graduate student program in psychological science. I have everything else ready including my research paper and all the application materials. All I need is my GRE score. Therefore, I request the ETS to please assign an analyst to reply to me and release my score ASAP, so as not to miss the deadline this month. Thank you!!Business Response
Date: 02/01/2023
Dear **************************************************************** was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your December 16, 2022, GRE General Test examination.
The administrative review pertaining to your December 16, 2022 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.
The Test Security Specialist assigned to your case will be contacting you shortly regarding your December 16, 2022 GRE General Test at-home test administration.
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 ServiceInitial Complaint
Date:01/28/2023
Type:Customer Service IssuesStatus: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.
My name is ******** **. My date of birth is **********, my email address is ***************** and my ETS ID is ********. The complaint is about my test on Jan 13, 2023. I took the GRE exam at the TEST CENTRE. The whole test process was very smooth, I passed all the security check, respected the rules. It is now 15 days after the exam. That's why I was so surprised when checking my GRE account, finding out that my scores are still unavailable. I have sent an email to TSReturns, however I got no reply. I really need that score because I have no chance to attend the next test before application deadline. Therefore I am urgent to achieve my GRE score. Please help me get my scores as soon as possible.Business Response
Date: 02/01/2023
Dear ******** **,
ETS was notified by the Better
Business Bureau (BBB) that you submitted a complaint regarding your January 13,
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
January 13, 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 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 ServiceBusiness Response
Date: 02/06/2023
Dear ******** **,
ETS was notified by the Better
Business Bureau (BBB) that you rejected our response to the complaint regarding
your January 13, 2023 GRE examination.
The administrative review pertaining
to your January 13, 2023 GRE® General 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.
The Test Security Specialist assigned
to your case will be contacting you shortly regarding your January 13, 2023
GRE® General test administration.
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 ServiceCustomer Answer
Date: 02/07/2023
[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,
******** **
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