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:02/12/2025

  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 ran the pre-testing check three times before beginning my test. The ******* even went into the task manager with me and told me what programs should be shut down. I passed the locked down browser testing. I was able to begin my essay portion of the test. 20 mins. into the test and mid typing, I receive a notice that my test has been terminated due to security issues and I am told to check my email says I was running a program such as Zoom or Skype. I called the ***** number and asked how this is possible when I was literally in the middle of typing and I passed the pre-check, the ******* told me what programs to close etc. I am a college professor and I am well aware of what a lock down browser is for testing. I wouldn't dare navigate away from my test screen for any reason. I was told that there was nothing I could do and she suggested I go to a test site next time and take the test. I am now out $220.00 and will need to pay the $220.00 again and I have to wait 21 days to retest again. I ran the precheck multiple times. The first time I did not pass and ********* Edge was running so I closed and restarted and was able to complete the check and run the check again and passed. I am mind blown that the test is offered at home now after reading all of the complaints of others having the same issue. This seems like a serious scam. I am wondering how many tests are actually completed successfully online at this point.

  Business Response

  Date: 02/25/2025

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

  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your February 12, 2025 GRE General Test at-home examination. 

  ETS conducted a thorough review of your exam and found evidence that you had unauthorized software running on your device. This is a clear violation of our rules and as a result your session has been terminated. This decision is final. There is no appeal process and there will be no refund.

  Ultimately, it is the test takers responsibility to ensure the device used for ******************************************************************** requirements.For reference, our policies can be found here: At Home Testing for the ***** iBT Test (**************************) or GRE General Test At Home Testing (**************************).

  The proctors are tasked with conducting a basic systems check. The proctors are not experienced with IT,which is why our secure browser is tasked with running a full systems check. If unauthorized software is found, it blocks the test taker from beginning the exam.

  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:02/12/2025

  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.

  Dear officer,My name is ******** ****, and l took the GRE test on February 8, 2025. And my Appointment number is: ****************. My email is: *********************** |'m told by ets that it's under administrative review. I passed all the tests and took the exam under the instructions of the invigilator without breaking any exam rules. So far I have called five times to gretests arsking, but have not received any responses. On top of that, my application deadlines for ********************, ***************** are strictly on February 20th. Missing this deadline means forcing me to give up my dream school. ** is surprising that self-disciplined candidates, who put a lot of effort into the exam, should suffer long delays. l would like ETS to speed up my case's processing as fast as possible. l hope the review officer can help me. Looking forward to your reply.Sincerely,******** ****

  Business Response

  Date: 02/25/2025

  Dear ******** ****,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your February 8, 2025 GRE General Test at-home 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.
  
  Our records indicate you were emailed a letter regarding the status of your February 8, 2025 GRE General Test at-home examination scores. Please make sure to read the letter and follow the instructions provided.
  
  Thank you for granting us the opportunity to provide clarification regarding your complaint with the Better Business Bureau. We wish you continued success in your educational endeavors.
  
  Regards,
  Office of Testing Integrity (OTI)
  Educational Testing Service

• Initial Complaint

  Date:02/08/2025

  Type:Customer Service 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.

  I had my GRE at home Test on 28th Jan, which has been 11 days ago. Appoint number: #****************
  
  I hasn't received my test outcome until now and it says Not Available. I am still waiting for the outcome and the applied school is pushing me to upload the GRE test score, actually I have missed the deadline and requested for a late submission. Therefore, the situation is kind of urgent.
  
  Last time I had my GRE test offline in Oct 2024 and the score was cancelled for no reseason, but I did not argue with them because I thought I have to take a second test anyway. Now I am worried about this time may be affected and be related to test history. I have wrote to ETS, no one replys and one of my emails was rejected automatically. Please have a look at the issue and inform me if possible.
  
  I really need my GRE test score to meet the deadline, thanks for your time and help!

  Business Response

  Date: 02/20/2025

  Dear ******* **,
  
  ETS was notified by the Better Business Bureau (BBB) that you
  submitted a complaint regarding your inability to access your January 28, 2025,
  GRE examination scores.
  
  The scores from your January 28, 2025 GRE General Test are now
  available to view in your online GRE account. We apologize for the delay.
  
  Thank you for giving 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

  Customer Answer

  Date: 02/20/2025

  [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.

  Thank you for your time and help. 
  
  
  
  Regards,
  
  
  
  ******* **

• Initial Complaint

  Date:02/05/2025

  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.

  My name is Zhangxiang Dai and my ETS ID is ********, my birthday is ****************. My appointment number is ****************. I submitted an appeal against the cancellation of my ***** score in 1.9 and it is now unavailable to me as the score is under review. So I'm looking forward to hearing back from you, how soon will it be before my results will be reviewed and I will get the outcome of my appeal? As an applicant, I understand the ***** administration's cautious approach to achieving fair scores, and I recognize and support this matter. But in the coming February, I have less than ten days to submit my language scores within the system of applying to schools, such as ****, ****, ***, *** and ***. I have to admit that it took me almost a year from beginning to study for the ***** to the time I got the desired score, I took the ***** test 7 times alone, and I spent a lot of energy and time learning the language, so getting this score is very precious to me and is very important for the application. Therefore, I am looking forward to your understanding of my anxiety as soon as possible to review my scores and appeals, and I very much look forward to your positive response. If there is anything I need to add, please don't hesitate to contact me immediately.

  Business Response

  Date: 02/25/2025

  Dear TZhangxiang Dai,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your January 6, 2025 TOEFL iBTHome Edition examination. 
  
  Our records indicate the Test Security Analyst/Specialist assigned to your case has emailed you a letter regarding the status of your January 6, 2025 TOEFL iBT Home Edition examination scores. Please make sure to read the letter and follow the instructions provided.
  
  Thank you for granting us the opportunity to provide clarification regarding your complaint with the Better Business Bureau.We wish you continued success in your educational endeavors.
  
  Regards,
  Office of Testing Integrity (OTI)
  Educational Testing Service

• Initial Complaint

  Date:02/05/2025

  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.

  Issue Summary I can no longer log into my GRE account, which holds my test scores. I risk losing all my previous test results, rendering my efforts and exam fees completely wasted.I tried using ETSs account recovery feature, but the system only retrieved my TOEFL account information. When I contacted ETS support, they stated that GRE and TOEFL accounts are separate systems and do not communicate with each other. If that is the case, why does the GRE system recognize my TOEFL account but not my original GRE account?Failed ********************** Customer Support Following ********************* response, I attempted the three troubleshooting steps they provided. None of these solutions resolved the issue. Out of frustration, I searched for similar cases on social media and found that many other test-takers have experienced the same problem after ETSs system update. It is clear that the root cause is a conflict between multiple ETS accounts post-update, yet ETS has failed to acknowledge this in their responses.Furthermore, when I formally requested a merger of my GRE accounts, ETS stopped responding entirely.Why This is a Serious Problem ETS holds a near-monopoly over standardized testing, particularly for international students who are required to take the GRE and TOEFL for graduate school applications. Despite their dominance in the market, they provide unreliable products, poorly managed systems, and inefficient customer **********************. Test-takers pay substantial fees for these exams, yet we receive subpar service and no accountability when issues arise.Requested Resolution I urge BBB to investigate ETSs irresponsible handling of its system update and its failure to provide adequate customer support. Additionally, I demand that ETS:1.Immediately resolve my account conflict so I can access and send my GRE scores 2.Improve their customer ********************** response time and accountability

  Business Response

  Date: 02/06/2025

  Dear **** *** (****** ***),
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your inability to access your September 2, 2024, GRE General Test scores.
  
  Our records indicate that you have created multiple ETS online GRE accounts under your name. The request to merge these accounts has been sent, and detailed information has been sent to you directly.
  
  Please be advised that the scores for your test date, September 2, 2024, are now accessible through your online ETS account. Please visit ********************************************************************************************** log in to your ETS account to view your test scores.
  
  Thank you for giving 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:02/04/2025

  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 am writing to express my dissatisfaction with the Educational Testing Service (ETS) due to the cancellation of my TOEFL score without any explanation. I took the test on January 13th, 2025, and discovered on January 25th that my score had been cancelled, despite receiving no official notification from ETS.Despite multiple attempts to contact ETS, I have received no response. On January 30th, I received an email stating that my score was delayed, yet the official website continues to show that it has been ************ appointment number is ****************, and my ETS ID is ********. My date of birth is *****************I request your immediate intervention to resolve this issue. Thank you for your attention.

  Business Response

  Date: 02/25/2025

  Dear Zhanpeng Peng,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your January 13, 2025 TOEFL iBTHome Edition test examination. 
  
  Our records indicate that you were sent a letter on January 14, 2025 regarding your January 13, 2025 score cancelation and the Test Security Analyst assigned to your case has reached out to you a few times regarding 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,
  Office of Testing Integrity (OTI)
  Educational Testing Service
  

• Initial Complaint

  Date:02/04/2025

  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 urgently request the release of my GRE scores, as I need them for an upcoming university application deadline. Despite following all necessary procedures, I have not yet received my official scores. Given the urgency of my application, I kindly request an expedited review and release of my scores at the earliest possible time. If there are any outstanding issues preventing the release, please inform me immediately so that I can resolve them.

• Initial Complaint

  Date:02/03/2025

  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.

  My name is ***** I took the exam on Jan 11th 2025. I recently took an GRE exam through ETS. As I finished up the four hour long test that cost me $185. However, it canceled my score after 10 days. Just because my writing time took so long compared with other parts? I cannot accept it. The GRE exam system went wrong which caused my keyboard cannot be used to type during the exam. Furthermore, when I tried to fix it and press “shift” and ctrl together, something from the computer system appeared on the screen. Then my writing time was cut half of total, just 4 minutes left. I told the proctor my situation and she asked me to use a wired keyboard. My keyboard can be used well during the preparation part in the chat box with proctor but cannot be used during writing part as well. The system made my score be cancelled. I need my score back because I really need this score to apply for the graduate degree. ETS, you cannot cancel a tester’s score so easily and the reason is so absurd. I really need someone to help me and give back my score!

• Initial Complaint

  Date:02/03/2025

  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.

  My name is ***** ***, and my ETS ID is ********. I recently received an email stating that my GRE writing response did not reflect the assigned task or contained ideas, language, and/or examples found in published sources or other test takers’ responses. I strongly disagree with this accusation and would like to clarify the originality of my response.
  
  The writing prompt I received was "The effectiveness of leaders is best measured by the well-being of a country’s citizens." I agreed with this statement and analyzed it from three perspectives.
  
  First, I argued that economic performance is a direct measure of leadership effectiveness, a perspective shaped by my Money and Banking class. In this course, I studied economic depression and how governments use financial and monetary tools to recover. My essay referenced Franklin D. Roosevelt’s policies during the Great Depression, which I learned from class readings.
  
  Second, I emphasized the role of healthcare and education, an idea developed in my Globalization course. We studied why Nordic countries rank high on the happiness index and analyzed how developing nations like Albania could adopt similar strategies. We learned in class that Nordic countries prioritize large-scale, sustained investments in these sectors, reinforcing leadership effectiveness.
  
  Finally, I used counterexamples to strengthen my thesis. A key lesson from my junior high school history book was that territorial expansion does not equate to national well-being. Leaders like Joseph Stalin and Mao Zedong expanded their countries militarily, yet citizens struggled to meet basic needs. This reinforced my argument that leadership should be evaluated by people’s well-being.
  
  I firmly believe my response was original and rooted in my academic background. If necessary, my coursework, transcripts, and enrollment records can verify my sources of knowledge. I sincerely hope ETS will review my case fairly, and I am prepared to cooperate fully.

• Initial Complaint

  Date:02/03/2025

  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.

  Dear BBB Official,
  
  My name is ***** *** and my exam ID is ********.In this GRE test, I received an email alleging that 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’ responses.So I wanted to make my reasonable appeal on the matter. First of all, I was given the title "Requiring students to take courses outside of their majors helps to broaden their knowledge and develop interdisciplinary thinking and innovation."
  
  I gave examples of architecture and biology, which are interdisciplinary with my major, but they also provided more ideas for me.The second point is that the non-compulsory and unrelated courses mentioned in the answer are also because I was forced to take courses such as the fundamentals of military theory at the undergraduate level, which do not mean anything to improve my academic ability.
  
  I already had the ability to publish as an undergraduate. I published a paper called “Research on Consumers’ Willingness to Purchase Agricultural and Educational Products in Nanjing” in the Business Management Journal.During my time at the University of Manchester, I received a MERIT score on all essay-related exams. I received a positive response from ……Associate Professor of Applied Economics at the Autonomous University of Madrid, who was willing to assist me in revising the research proposal for my PhD application.
  
  Currently, my PhD application is 2.10 at the latest, and if I don't submit my GRE scores by the deadline, I will miss out on this year's PhD application. The above evidence proves the possibility of the original answer and that I can complete this score independently.Finally, I will actively cooperate with ETS officials in their investigation and provide the necessary evidence and materials to support my appeal request.
  
  Kind regards,
  ***** ***