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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

    • 2,487 total complaints in the last 3 years.
    • 478 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:02/03/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On January 29, 2025, I was scheduled to take the **** **** test at 8:00 AM from home via ********. I followed all required protocols, including clearing software, restarting WiFi, and passing the ******** pre-test check on January 28 and again 15 minutes before my exam. Both times, my system was cleared and met all requirements.

      However, upon logging in, the Proctor administrator claimed my computer was "lagging" and instructed me to switch locations or restart my WiFi. This was unexpected, as my system had passed all pre-checks. I relocated to an unprepared space, restarted my computer, and attempted to use my work laptop. After struggling to set up a workspace, I finally logged in, only for the test to be terminated due to an unfamiliar running software—one I had never seen before.

      I then returned to my personal computer, re-ran the pre-test check (which I passed again), and connected with a new proctor. She stated a slower computer was not an issue and guided me through clearing running software. Despite this, another unknown software appeared, and after a long delay caused by the ******** application, I was told to reschedule.

      I have previously taken and passed two ETS Praxis exams on the same computer without issue. I adhered to all policies and ensured my system was updated and software-free. Despite multiple calls and emails, I have received inconsistent responses from ETS and ********. My most recent call to the Test Integrity department was particularly hostile, with the representative dismissing my concerns, refusing to provide his full name, and directing me to an email I had already contacted.

      I am questioning the integrity of these technical accusations. I request proof of what software was allegedly running and why it was not flagged in the pre-check. Additionally, I request a voucher for the $425 test fee and permission to retake the exam before the 28-day waiting period, as this delay jeopardizes my ability to graduate by March 15, 2025.

    • Initial Complaint

      Date:01/31/2025

      Type:Product Issues
      Status:
      Unanswered
      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 on January 15th, but my Analytical Writing score was unexpectedly placed under review. ETS sent me an email stating: This review is routinely performed on each test score in certain circumstances and may take approximately four to six weeks. We hope you realize only accurate and valid test results are meaningful and helpful to score recipients. But ETS didn't provide any explanation for why my score was under review or what these certain circumstances entail. Their vague wording about ensuring score validity offers no real clarification, but only bring a bunch of pressure. I am now stuck between my graduate school application deadline and ETSs prolonged review process because I can do nothing but uncertain and waste time. ETS promised test takers to release their scores within ***** days after the exam. It is ETSs responsibility to complete their review within that timeframe rather than shifting the burden onto test takers, forcing them to suffer the consequences of an inefficient review system. If my score is not released before February 15th, it will be meaningless, as I will have missed my application deadline. ETS charges extremelly high fees(200$ for one test, I got a discount this time so it is 165)) for GRE registration, yet fails to ensure that students receive their scores on time. If there is a risk of score reviews exceeding two months, ETS has an obligation to alert test takers before they take the test, allowing them to make an informed decision. Withholding such crucial information and delaying scores without clear justification is unacceptable. I have contacted ETS multiple times via phone and email, but I have yet to receive any specific update on when my review will be completed. The lack of transparency and accountability is unacceptable for an organization responsible for such a critical test.

    • Initial Complaint

      Date:01/30/2025

      Type:Product Issues
      Status:
      Unanswered
      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 has cancelled my GRE score and gave no evidence for cancelling my score. I followed all the policy provided by ETS. Still they cancelled my score. I want release of my score. My details are as follows:
      Test Taker Name ****** **** ***** Appointment # **************** Appointment Status Checked In
      Test Title GRE General Test (Computer Test)
      Test Date/Time January 29, 2025 02:00 PM (EST)
      Test Center Test at home
      Accommodations None
      At Home Provider Wheebox

    • Initial Complaint

      Date:01/30/2025

      Type:Product Issues
      Status:
      Unanswered
      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 TOEFL iBT® Home Edition test on the morning of January 8, 2025. Before the test, I downloaded the testing software, conducted all necessary system checks, including internet speed, audio, and video, and confirmed that everything was functioning correctly. Additionally, the proctor thoroughly inspected my surroundings before the test began. However, despite following all the regulations, my score was not reported. It was only on January 15 that I received an email stating that my score had been canceled due to the reason: "because you received assistance during the test administration."

      I demand clarification on this decision. What assistance did I receive?

      I was alone in my home during the entire test.
      A live proctor monitored me throughout the exam.
      I completed the test on time and followed all procedures.
      My internet connection, video, and audio functioned properly without any issues.
      Additionally, numerous test-takers on platforms such as YouTube and TikTok have reported that their scores were not released either. Is this really an issue on our end, or is there a larger issue with ETS's test administration?

      I formally request the reinstatement of my test score. If my score cannot be reinstated, I demand concrete evidence to justify this decision, including specific details, video footage, images, and a thorough explanation. I will not accept a vague and unsubstantiated accusation.

      I expect a prompt response regarding this matter.

      ETS ID: ********

    • Initial Complaint

      Date:01/30/2025

      Type:Order Issues
      Status:
      Unanswered
      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 TOEFL score was canceled by ETS despite me completing the exam entirely independently, which is unacceptable, especially since I was planning to use it for my university applications. My previous ETS exam records and relevant English proficiency scores are more than sufficient to prove that I am capable of independently achieving this score. Additionally, the score differences in each section are all less than 3 out of 30. However, 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.

    • Initial Complaint

      Date:01/29/2025

      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 a ****************** student at ******************* in *****, **. I was advised to sign up for my Praxis core test in order to declare my major. I signed up for the test and started to take it when I was experiencing technical difficulties. The technician who was trying to help me resolve the issue to I could take the exam was unable to help so he just disconnected me. When I called, they said I would have to get a voucher and retake. Subsequently, the Governor put out a statement saying the core test was no longer required, and the University said now I only need the Praxis for Phys. *** ETS praxis has refused to let me apply the credit to the Phys Ed test and said I can only retake the core which is not needed by the state or the college and they have denied a full refund, claiming they will only refund 50% of the $150 I already paid. Both tests cost the same amount of money. They are ripping students off!

      Business Response

      Date: 01/31/2025

      Dear ***** L *****,

      ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your February 8, 2025, Praxis Core Combined (5752) examination.

      We have looked into your concern and sent the results of our investigation to the email address associated with your Praxis account. 

      Thank you for 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:01/27/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Dear BBB, I am writing this complaint letter to file a complaint about my decision to receive assistance during the ETS exam management period. The ***** IBT accused me of cheating on the exam without any evidence and cancelled my exam score, which I believe is unfair. I guarantee that I am fully committed to the testing regulations, and I believe that throughout the entire testing process, I have absolutely complied with the relevant rules and regulations, without any attempt to violate them, nor have I received any form of assistance. I urgently need my ***** iBT score, and the deadline for submitting my test results is too close. I have almost no time to take another exam, and if my ***** score is not restored, it will result in me having no school to attend. Therefore, I urgently request the restoration of my test results. My ETS ID is: ******** My full name is: *** **** My date of birth is: ********** My email address is: ***************** Best regards,

    • Initial Complaint

      Date:01/24/2025

      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.
      My daughter purchased the wrong tests for our state to take the testing for her teaching certificate. She called immediately to correct the problem and was told she would only receive 50% of the amount she paid! This is an unfair business practice, if someone purchases the completely wrong tests and they still make you pay 50%. Stealing money!!

      Business Response

      Date: 01/28/2025

      Dear *** *****, 

      ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the PRAXIS examinations. 

      Please be advised that Privacy laws require that requests to update or release information of a personal nature (such as identification, address, designated institutions, and account history) come directly from the test taker only. We cannot release any information about a test taker to relatives or friends. Please advise the test taker to contact Praxis Services directly concerning this matter. 

      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:01/24/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Dear BBB,I am filing a complaint regarding the recent cancellation of my TOEFL scores by ETS. I believe this decision is unfair and has caused me significant *********** detailed information is below:ETS ID: ******** Appointment number:4586012240907031 Test date: December,21,2024 First name:******* Last name: Gu Date of birth: ************* Firstly, I come from a small town with limited access to high-quality ****************** My English proficiency, particularly in speaking, was self-taught using online resources. This has naturally led to discrepancies in my TOEFL section scores, as I focused more on listening and reading, where improvement was more achievable.Secondly, through dedicated preparation, I developed efficient strategies to quickly identify correct answers in listening and reading, which enhanced my performance in these sections. This was purely a result of diligent study and not an indication of any unethical behavior.Lastly, my TOEFL scores are essential for my graduate school application, which has a deadline in one week. Canceling my scores at this critical moment jeopardizes my academic future and is unjust.I request ETS to reconsider their decision and reinstate my scores promptly.Sincerely,******* **

    • Initial Complaint

      Date:01/23/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      The registration fee for each exam plus the express fee is as high as 2500 RMB, and taking the TOEFL exam twice already costs nearly 5000 RMB, which is not a small amount for my family. The official cancelled my grades without providing me with any evidence, and I have also had multiple phone conversations with the official, but have not been able to resolve the issue. I urgently need my exam results now, and I am still in the stage of applying for a graduate degree in the United States. I hope to recover my scores as soon as possible.

    Educational Testing Service (ETS) is NOT a BBB Accredited Business.

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