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Business Profile

Educational Consultant

Educational Testing Service (ETS)

Headquarters

This business is NOT BBB Accredited.

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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

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    Customer Complaints Summary

    • 2,485 total complaints in the last 3 years.
    • 466 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/27/2023

      Type:Product Issues
      Status:
      Answered
      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.
      2023.1.27, I sent my GRE score to apply school, the first order shows sign out and then the page skip to sign in ,so I repeat the step to send score report. But today I find that there are 2 bills.The credit card bill shows that I paid twice.

      Business Response

      Date: 01/31/2023

      Dear *****************,

      ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding two additional score report orders that you manually submitted through your GRE ETS account on January 27, 2023.

      As a one-time courtesy, we have issued you a refund for one of the additional score report orders. A refund in the amount of US $30.00 has been issued to the bank account associated with the credit/debit card that was used when you initially submitted your orders. Please allow approximately five business days for the refund to process and reflect on the bank statement associated with your credit/debit card.

      Thank you for granting us the opportunity to provide clarification regarding your complaint with the Better Business Bureau. We wish you continued success in your educational endeavors.

      Regards,

      GRE Services
      Educational Testing Service

    • Initial Complaint

      Date:01/27/2023

      Type:Product Issues
      Status:
      Answered
      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 attempting to reach out again in an attempt to receive information on the status and basis for my prolonged review. This review has been prolonged for over 6 weeks from my 12/16 test date. While I have been persistent in my attempts to contact this office for further information in regard to my exam before my upcoming 2/1 application deadline, I have failed to receive any specific information on my exam/session. While I do not see what I could have done to warrant this review, I would like to understand and provide my feedback as to my testing experience and the conduct in which the administration of my ETS-approved accommodations was handled by the multiple proctors throughout my session. I believe I followed the instructions provided on the testing browser completely, which I know is supported by the instructions provided through the exam browser, my proctors, and my approved accommodation plan provided by ETS. I feel as if I am owed, at the very least, a more thorough explanation as to the reason this has taken this long that is not the general automated response I continue to get.

      Business Response

      Date: 02/01/2023

      Dear *********************,

      ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your December 17, 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 17, 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 Service

    • Initial Complaint

      Date:01/27/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Hi ETS ***,It has been about 20 days after I did not recieve my GRE score. I have recieved a administrative review, and I have called the *** office days before to seek resolution of this issue, but the answer I got are very official and breaucratic. I have already missed some of my deadlines and the next one is Feb 1st. I also recieved a rejection from the graduate school already. I hope this issue can be solved in time, and the reference number is 230123-001038. If the *** have any concerns please contact me. It is furstrating and dispiriting to sit in here, waiting my deadlines to pass.Thank you.

      Business Response

      Date: 02/01/2023

      Dear **********,

      ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your January 7,2023, 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 7, 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:01/27/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 took GRE exam on December 14, 2022 at home due to the ******19. It is now over 1 month 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. If you fail to do so, please provide me with definite answers to the following:1. Will you be liable for the deadline missed and my educational opportunities lost because of your long-lasting review? 2. My mental health has been adversely affected as being overwhelmed by the endless review. Will you be liable for any health issues caused by your long-lasting review and stand-aloof attitudes, as you answered me with perfunctory templates? 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 Service

    • Initial Complaint

      Date:01/27/2023

      Type:Product Issues
      Status:
      Answered
      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.
      name: *********************, date of birth: 05/09/2000, ETS ID number: ********, email address: *************** On December 22, 2022, I took the GRE Test provided by ETS. I took this test at home, and it went well. But During the 10-minute break, my exam was suddenly interrupted. I couldn't contact my invigilator, and I couldn't restart or continue my exam. So after waiting for three hours, I had to quit the exam procedure.After that, I dialled the phone and sent an email to ETS, but I didn't get an exact answer. I want to know whether I can get a refund from ETS, or whether there are other measures to deal with my situation. Since the exam was interrupted, I didn't get any scores at the end of the exam, and I didn't experience the complete exam service at all. It is so hilarious that I have to end my exam when I didnt finish it at all just because of the missing *******. In addition, I think it is completely beyond my responsibility to be unable to contact the examiner since my network and computer worked normally and I passed the equipment test just before the exam. I think the request for a refund is reasonable and fair. It has been more than one and a half months since the exam, and I hope to receive a reply 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 December 22, 2022, GRE General Test examination.

      Due to the at-home testing method requiring specific system and network requirements, we advise that students run equipment checks prior to their test date. Each candidate is responsible for ensuring that they complete and pass these system checks prior to their test date. In order to ensure that a candidate is testing with a computer and network that meets the specified system requirements for the at-home testing method to run properly, it is imperative that candidates visit ********************************* and run the ******* U Equipment Check prior to their test date.

      We also encourage candidates that since bandwidth differs depending on the time of day and network usage, that they should run the equipment check at a few different times to see which time works best, including specifically on the same day of the week and the same time of day that they plan to test on.

      Please note, when attempting to do the system check, it appears there was a total of ten system checks that were done on the day of the assessment and all attempts are listed as failed. The system checks are designed to make sure the test will run as smooth as possible. Please keep in mind because the bandwidth/ CPU/RAM can fluctuate depending on the time of day and usage, your video feed can drop at any point.

      Given your concerns, we reviewed your Examinee Performance Report (EPR), which records all system events in a testing session. In completing our investigation, we determined that your connection dropped due to insufficient bandwidth and CPU/RAM.  The ******* waited a total of 10 minutes before ending the session. You can always contact ******* U within 15 minutes to get reconnected.

      Please note if you were able to communicate with ******* U through chat within sufficient time please provide any screen shots you may have if the communication was by phone please contact ******* U to confirm if they can email you any phone transcripts they may have.

      As you have opted to continue to test regardless of the failed system checks we cannot offer a free retest nor a refund of test fees at this point.

      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,

      GRE Services
      Educational Testing Service

    • Initial Complaint

      Date:01/26/2023

      Type:Product Issues
      Status:
      Answered
      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 took an exam with ETS on November 29th, 2022. On January 15th, one of their analysts said my score was under review because of some reasons. I replied them explaining the issue on the same day and hopefully to get back from them within a few days because I needed the score to apply for a program and the deadline was January 20th. However, they replied me on January 26th so I missed the deadline already.

      Business Response

      Date: 02/01/2023

      Dear ***********,

      ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your November 29, 2022, 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 November 29, 2022 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:01/26/2023

      Type:Product Issues
      Status:
      Answered
      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 30/4/2002 and my ETS ID is ********. The complaint is about the GRE General Test I took on January 12, 2023. I have received unofficial results on the spot, but still have not received official results. 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.

      Business Response

      Date: 02/01/2023

      Dear *****************,

      ETS 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 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:01/26/2023

      Type:Product Issues
      Status:
      Resolved
      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 scheduled a test March (2022) to take for my teaching licensure. The morning of the test I received email that the testing center had technical problems and testing was canceled. With in 2 days a link was placed on my account for me to use to reschedule. I have been trying to reschedule and yet have had success because the money will not credit when I go to check out. I have called several times and been on hold over 45 minutes to tell me I will receive a call when the problem is fix, I have yet to receive that call. I called again January 26, 2023 and finally got a representative on the phone who tells me because the test code changed for the test as of September 1, 2022 it will not let them credit the money either. She then tells me to write a letter to the company. After I expressed I will not write a letter when I am on the phone, I then ask for a Manager or Supervisor, the representative returns from hold to tell me they are all busy. She then ask me to write them again. She takes my phone number and say she will have someone call me but I have been told that 3 times prior and yet to hear from higher authorities. I am very frustrated that my funds are being held up and will not allow me to reregister for my test, even when the cancellation was not due to me. This is unacceptable and ETS has shown me that they do not care and have no remorse for clients even when the issue was on their end. I am requesting my funds be refunded or a voucher is issued to me immediately to resolve this problem.

      Business Response

      Date: 02/01/2023

      Dear *************************,

      We were notified by the Better Business Bureau (BBB) of your concern regarding your March 2022 test admin.  Your activity log confirmed that this test was canceled,  and a refund was issued to your **** Card for this test administration.  The test cannot be canceled and rescheduled at the same time with the same appointment number.  A new registration is required.

      We are also aware of a pending case regarding this issue in your account.  You will be contacted under separate cover when the investigation is complete.

      Regards,

      Praxis Program

      Customer Answer

      Date: 02/01/2023

      [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:01/25/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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 took the GRE at home on December 11, 2022. For the duration of my exam, there were no testing integrity issues brought up by the exam proctors at ProctorU. The exam went smoothly and I received a satisfactory score for my program. ETS states that score reports will be posted 10 - 15 days after taking the exam. I have yet to receive any information about my exam; my score report says not available. After calling the *** multiple times and being placed on hold and transferred to various people for many hours, I was finally told that my scores have been marked for administrative review. They were marked as such on December 26, 2022, and I never received any sort of status notification. Now, it has been over six weeks since the exam was taken, and the analyst in charge of my case has had my exam under review for 30 days as of January 25. I was reassured by two staff members at the *** over the phone today that my analyst was working on the case as we spoke, and that I would receive an email from him by end of day today (Jan 25). I never received the email from him. I asked how I could escalate this if I didn't receive the email today and I was told there was no escalation process and that I would need to call back again. Additionally I never received any notification for the prior GRE exam I took in May of 2022 despite multiple calls and emails. Again, I was told that an email was sent to me after I took the exam in May explaining why my scores were canceled, but I received no such email. I am anxious to get this resolved so that I can submit my test results for my master's program and am so very frustrated that I can't get anyone at ETS to help me. I would appreciate any assistance/guidance you can provide.

      Business Response

      Date: 01/26/2023

      Dear *****************************,

      ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your December 11, 2022, 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. While most of these routine reviews are completed in about four weeks, in rare cases, the review can take longer.

      For the reasons stated above, your December 11, 2022, GREGeneral 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: 01/30/2023

      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:01/25/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 **** **** and my ETS ID is ********. I took the GRE general test on January 9, 2023, and the score is still under administrative review. ETS hasn't contacted me regarding this review at all; after I found out that my score is unavailable, I have been actively calling, sending emails, and looking for contact information of the analyst for my case, but none of them led to any response from ETS. To this point, ETS didn't inform me about the reasons why my test was under review, or when the result will be ready. My past two complaints on BBB were closed unresolved; I didn't receive any updates or solutions from the ETS, so please consider this case as a separate incident. My applications deadlines are in January, and the majority of them require the GRE score. It is really time sensitive, and I'm desperately waiting for my GRE score to be recovered. It's very unfair for the test takers like me who fully abide by the examination rules to suffer from such delays in the test score which is so important for my postgraduate application in early January. Frankly speaking, I have already missed a good application opportunity that fits me because of this delay. I ask the analyst in charge of my review to contact me as soon as possible and complete the review as soon as possible as well. PLEASE inform the analyst of this situation and speed up the review process. I really appreciate your help.

      Business Response

      Date: 01/26/2023

      Dear **** ****,

      ETS was notified by the Better
      Business Bureau (BBB) that you submitted a complaint regarding your January 9,
      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 9, 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: 01/26/2023



      Complaint: ********



      I am rejecting this response because: they still do not release my score, and I need it desperately. The response is still very perfunctory. It didn't solve my problems,  I sincerely hope ETS can let me contact the analyst who is responsible to review my score. I really need the score, and I am really anxious about it. Please help me contact the analyst







      Regards,



      **** ****

      Business Response

      Date: 02/02/2023

      Dear **** ****,

      ETS was notified by the Better
      Business Bureau (BBB) that you submitted a complaint regarding your January 9,
      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 9, 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

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