Business Profile

Educational Consultant

Educational Testing Service (ETS)

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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

2,469 total complaints in the last 3 years.
496 complaints closed in the last 12 months.

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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:12/01/2022
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.
My appointment#: ****************. ETS ID: ********. First Name: ****. Last Name: *****. Email: *********************** I took the GRE test on Oct. 29th IN PERSON at the test center. It's been more than a month and I still haven't received my score. I passed through the security gate, my pockets being checked and even my glasses, have a monitor camera on top of my head all the time during the test. I have already missed a few graduate school applications in early December and late November. I called the Office of Testing Integrity more than five times so far, waiting for more than an hour for each call and there were two times no one picked up the call. I experienced perfunctory responses each time I contacted. I've been waiting for more than 4 weeks and I don't want to wait for 2 months or even more. I prepared for this test really hard. I understand that ETS is highly committed to quality standards and fairness. However, it fails to provide students who followed all the instructions a fair opportunity to apply to graduate school and earn equal educational opportunities because of this timeless review. I'm really frustrated with the process. Please assign me an analyst or release my score. I need my score ASAP.
Business Response
Date: 12/02/2022
Dear ***************,

ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your October 29,2022, 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. 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 October 29, 2022, 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: 12/02/2022

Complaint: 18488668

I am rejecting this response because:

The process has been over a month already. It is unreasonable to wait for another two weeks or a month which I will probably loss all chances to apply for graduate schools. Please have an analyst assigned to me or give me an exact date of when the result will be avaliable.

Regards,

***************
Business Response
Date: 12/06/2022
Dear ***************,

ETS was notified by the Better Business Bureau (BBB) that you rejected our response regarding your October 29, 2022 GRE examination.

The Test Security Specialist assigned to your case will be contacting you shortly regarding your October 29,2022 GRE General test administration.

Regards,
Office of Testing Integrity
Educational Testing Service
Customer Answer
Date: 12/12/2022
[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:12/01/2022
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.
I have taken the GRE home based test on 5 November,2022 but my score is delayed due to test integrity issue. Before starting my test, the proctor gave me instructions which i couldn't understand because of her mic issue. When I told her that I am not able to understand, she got pissed off and started yelling at me. While taking my test,the proctor suddenly closed my exam during AWA because she suspected someone else writing the exam as i was sitting in a relaxed mode and writing. Then she checked the whole room again and found everything ok then restarted the exam. This broke my concentration and I was not able to perform my best. It's been a month since I gave the exam but haven't received my score yet. I have tried calling ETS, but in vain. I want my score card as soon as possible because my deadline are applied.
Business Response
Date: 12/02/2022
Dear ****** ****

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
November 5, 2022 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 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.

Regards,
Office
of Testing Integrity
Educational
Testing Service
Customer Answer
Date: 12/06/2022

Complaint: ********

I am rejecting this response because: I have given my GRE home based exam on 5th November 2022 and it has been more than 30 days since I didn't receive my scores. I don't know what went wrong from my side, but I would like to explain the difficulty I have faced during the exam. Before starting the exam, during checking my room the proctor gave me guidelines which I couldn't understand due to her mic issues. When I told her that, she was already pissed off with me. After several attempts, my room checking was completed, and I was allowed to give the exam. Another instance was during my AWA, she suddenly closed the exam browser and checked the whole room again. This might be because I was leaning on the chair a bit due to severe back pain and she assumed someone was writing for me. After checking the room, she found everything was ok and restarted the exam. But this intervention broke my concentration, and I couldn't focus on the exam. I have been continuously trying to reach ETS but they always give the same response.
Please consider the above issue and kindly send me the scores as soon as possible because my deadlines are very near, and I want to apply this year only. I have already lost one of my dream colleges due to this issue and don't want to face it again. Hope you will understand the problem and resolve it as soon as possible.

Regards,

****** ****
Business Response
Date: 12/13/2022
Dear ****** *****

ETS was notified by the Better Business
Bureau (BBB) that you rejected our responses regarding your November 5, 2022,
GRE General Test.
The administrative review pertaining to your November 5,
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 November 5,
2022 GRE® General Test at-home test administration.

Regards,

Office of Testing Integrity (OTI)
Initial Complaint
Date:11/30/2022
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.
ETS ID: ******** Appointment number: #**************** First name: ***** Last name: *** Date of Birth: February 25, **** Email Address: ******************** I took GRE exam at home on November 15, 2022. It is now 15 days after the exam, I was told its under review. I passed all security checks, finished my test under all the guidelines, and complied with all the requirements. It is unexpected that a disciplined test-taker who devotes great efforts to the exam would suffer a long-lasting delay. My nearest application is in two weeks and I really need my score that I prepared really hard for the test and the test center is very good at their job at keeping academic integrity, too. I worked really hard for GRE the whole summer and this test is the proof of my hard work.Until now, all my inquiries about the review progress have been met with perfunctory responses. I have emailed TSReturn but NO ONE responded and I called nearly ten times and all be finally disconnected and never got a chance to speak to a real person. Please help This is really stressing me about. 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. 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. Thank you. I'm really anxious.
Business Response
Date: 12/05/2022
Dear ************,

ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the scores of the GRE General Test that you took on November 15, 2022.

The ETS Office of Testing Integrity is conducting a review of your November 15, 2022 GRE General Test 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 Test Security Analyst will be in contact with you shortly regarding the status of your case. Thank 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 (OTI)
Educational Testing Service
Initial Complaint
Date:11/30/2022
Type:Product 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 went through ETS.org to register for PPAT, all documents that I read through were for PPAT and somehow I ended up registered for a PATL assessment instead of ***** I realized it immediately upon receiving the confirmation email (11/29/22 at 8:52am) and responded with a request for them to change my assessment to the correct one (PPAT vs PATL) it was written on 11/29/22 at 9:00am. I also called the ************************************************************************** 3 days. The email response stated that I needed to cancel the assessment and would only receive 1/2 of my registration fee back and then I would have to pay the full price to register for the correct test. I called the 855 number again and while *** was nice and tried to help her supervisor stated that this was final. I would like the full amount reimbursed to me, so I may register for the correct assessment or the test assessment corrected to the ***** I am not trying to take my business somewhere else, I am just trying to take a test for my teaching certification. I cannot afford to pay $525 for a test.
Business Response
Date: 12/05/2022
Dear ***************************,

We were notified by the Better Business Bureau (BBB) of your concern regarding your test registration and your effort to obtain a refund for the canceled test. The guidelines for registration and refund policy are available on our website, Payment and Refund Policies for the **** Assessment (ets.org).
Test takers are encouraged to carefully review these guidelines which will prevent this error. As you may know, canceled registration will generate partial refund; therefore, it is of utmost importance that you are mindful of your selection as you completed the confirmation of the requested services.

In our effort to further assist you, your concern is referred to the Management Team, which is responsible for overseeing the development and administration of these tests to determine if any further consideration can be granted. You will be notified of the decision in the near future.
Thank you for sharing your concerns, and we wish you success in your professional endeavors.
Regards,
Educational Testing Service.
Customer Answer
Date: 12/05/2022

Complaint: 18486225

I am rejecting this response because: I entered the site through a PPAT link at no time did I select a different test option. No other test option was provided. I did go very slowly just as the instructions said and double checked all my answers. At no time was an option for a different test shown.
Regardless of your "policy", you have to hit enter. I even. went in again up to the payment section and never saw another test option.
I contacted you within 8 minutes. of the transaction, you could have easily canceled it and. worked with me on the phone, but. you refused. I think a full refund is in order.

Regards,

***************************
Business Response
Date: 12/08/2022
Dear ***************************,
A fifty percent was refund was processed initially, and the remaining amount was refunded on 12/5. Please allow 5 -7 business days to see it on your bank statement.
Regards,
Praxis Test Taker Advocacy
Customer Answer
Date: 12/08/2022
[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,

***************************
Initial Complaint
Date:11/30/2022
Type:Delivery 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.
This is ************************************************, ETS ID.43CHGB3D and I attended the Toefl IBT Home Edition exam with appointment Num. **************** on October 18. 2022.I received an email from ETS that my scores are on hold and are under administrative review and it could take up to 4 weeks after test day.All my documents had been checked on test day with detail, all the security requirements were ok on test day, the ******* paused my exam 2 times during the test and rechecked the room again and again and approved that everything is ok. That was a terrible experience full of stress for me and I lost my concentration on the speaking and writing section because of the situation.After all, despite these experiences now I am faced with a delay in getting my scores, and my score status is "scores on hold".It's been more than 4 weeks, almost 5 weeks and I didn't get my scores. I tried to make a phone call to the ETS office too many times, I sent lots of emails but the call was on hold and I didn't get any response neither to my calls nor my emails.I'm quite nervous because my PhD application deadline is approaching and I still don't know why my score is under review and the expected date of my score being released. It has already delayed my program application and I really need my score to become available as soon as possible.
Business Response
Date: 12/02/2022
Dear ********************************************************************************************************** was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your October 18,2022, ***** iBT 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 October 18, 2022, ***** iBT 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 ***** scores for all test takers.

Regards,

Office of Testing Integrity (OTI)
Educational Testing Service
Initial Complaint
Date:11/29/2022
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.
Name ********* ***
ETS ID: ************ Test Name: GRE General Test,
Date of Birth: ***** ** ****** Test Date and Time: Nov 07, 2022 - 02:20 AM(CT),
Test Center: **** ** *****
Appointment Number: *****************.
I took a GRE test on November 7th and still haven't got my score now. I passed all security checks and took the test without any of the violation of the exam rule. and I urgently need to apply for the graduate program with this score. So, I sent two emails to TSReturn on November 17 and 22. But I got no responds. Then I called ETS OTI several times on November 20, but they were always disconnected. Finally, I called ETS OTI again on November 28, but the staff informed me to continue to wait. However, the first-round deadline for my application of the graduate program is December 1st, 2022. It means I will miss it inevitably. Another deadline is December 15 th,2022. I prepared for this exam from July 28, 2022 -- November 7,2022 and took exams for twice. But the final score was still not released, it was unacceptable to me. I believe that ETS have seriously impacted my mental health. My anxiousness has prevented me from studying and living normally for too long. More significantly, due to ETS's action, I already missed the deadline of application. Who will compensate my loss? ETS hold the principle of fairness and authority for every test taker, but why can't ETS be rigorous with itself in order to increase its effectiveness. This behavior has made me lost the fair opportunity to get the education. If this keeps on, I believe ETS will eventually lose its authority. I think ETS's perfunctory answer to the test takers is extremely irresponsible. I hope ETS can give me a definite answer that when can I get my score and release my score as soon as possible.
Business Response
Date: 12/05/2022
Dear ******** ***

ETS was notified by the Better
Business Bureau (BBB) that you submitted a complaint regarding your November 7,
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. 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
November 7, 2022, 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: 12/06/2022

Complaint: ********

I am rejecting this response because:

I think the answer is just repeating the information they told me in the email which sent me to delay the release of the score. Just yesterday, I received another email from TSRETURN informing me to wait for another two weeks.So far, 30 days have passed since my exam day, and my last deadline of application is December 15, 2022. I ask ETS to tell me the reason for my score review, and help me assign the analyst and release my score!

Regards,

******** **
Business Response
Date: 12/13/2022
Dear ******** ***

ETS was notified by the Better Business Bureau (BBB) that you
rejected our responses regarding your November 7, 2022, GRE General Test.

The Test Security Specialist
assigned to your case will be contacting you shortly regarding your November 7,
2022 GRE® General Test at-home test administration.

Regards,

Office of Testing Integrity (OTI)
Initial Complaint
Date:11/29/2022
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.
Hello. My name is *******************************, ETS ID: ********. I took my GRE General Test at home on October 22nd 2022; Test Appointment Number: ****************; Date of Birth: 07/07/1999. The test score is still unavailable on the website. Therefore, I'm filing this complaint. It is now 38 days after the exam, I was told its under review. It is unexpected that a disciplined test-taker who devotes great efforts to the exam would suffer a long-lasting delay. I started preparing for the GRE in August and took my first test on September 20th at test center and took another test after 1 month with so much of hard work to improve my scores and I couldn't give Gre at test centre due to slot availability issue so I took GRE at Home this time. I trusted ETS and I accept your statement that the authority of the result of Home Test and testing at a Test center is the same. So I have chosen Gre at Home without second thought. This delay in my scores would seriously impact my graduate applications. In fact, I have missed quite a few deadlines and most of my application deadlines are in early December. 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. Please don't respond with perfunctory templates, telling me its underway. Whether assign me an Analyst, contact me, or release my score. I NEED MY SCORE ASAP.You can contact me here-Phone number: ************** Mail: **************************
Business Response
Date: 12/02/2022
Dear *******************************,

ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your October 22,2022, GRE 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 October 22, 2022, 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.

Regards,
Office of Testing Integrity
Educational Testing Service
Customer Answer
Date: 12/02/2022

Complaint: 18479872

I am rejecting this response because:

They have sent me a mail stating they will send my score card within 2 weeks and it's been 2 weeks since they sent the mail. There is no response to my mails and my results are getting more delayed. I have not even been told yet if I have been assigned an Analyst. I understand ETS take these measures for integrity of the test but taking more than 40 days is unacceptable since I haven't done anything wrong during exam. My application deadlines are in next week.

My request is clear, since ETS insists on reviewing the scores, please ask the Analyst assigned to me to contact me now and release my scores ASAP.

Regards,

*******************************
Business Response
Date: 12/06/2022
Dear *******************************,

ETS was notified by the Better Business Bureau (BBB) that you rejected our response regarding your October 22, 2022 GRE examination.

As previously mentioned, 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 Test Security Analyst assigned to your case will be contacting you shortly regarding your October 22, 2022 GRE General Test at-home test administration.

Regards,
Office of Testing Integrity
Educational Testing Service
Initial Complaint
Date:11/29/2022
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 had a test on September 27 (TOEFL iBT Home Edition), but it didn't work because the ETS browser wouldn't recognize my microphone (which was working just fine, as the proctors may atest). After over 2 hours trying to make it work, they told me to try and change computers, but once I did the test got terminated due to security reasons. I am even unable to access my account now, since it says that it is not associated with TOEFL.I requested a refund, and had to keep making international calls to their office and wait long times because I could not access my account. When they finally had a response (today, November 29), I was told I did not qualify for a voucher because I had "unauthorized software" in my computer. I asked to talk to the IT expert, she said she would transfer me and terminated the call.They kept me waiting for two months for a response and now they say that I can't have a refund because I had "unauthorized software" in my computer? Which "unauthorized software" keeps only the ETS browser from detecting my microphone? Additionally, if there was any unauthorized software in the second computer I should be reimbursed just the same; I only used the other computer because their software did not work properly. Please let me have my money back.
Business Response
Date: 12/02/2022
Dear ***** Kanasiro ******** *********,

ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your September 27, 2022, TOEFL iBT examination.

The Test Security Specialist assigned to your case will be contacting you shortly regarding your September 27, 2022 TOEFL iBT Home Edition test administration.

Regards,

Office of Testing Integrity (OTI)
Educational Testing Service
Customer Answer
Date: 12/05/2022

Complaint: 18476792

I am rejecting this response because:

ETS did not address any of the issues raised. They only repeated the testing policies.

If they checked the proctors' log (which I would like to access, since they all seem to be so adamant about the review), they know that there were no security issues during the first two hours. The proctors guided me so I could avoid any unauthorized software or objects nearby. However, the test did not proceed because the ETS browser did not recognize my microphone. I talked to the proctors through the whole process, so my microphone was working just fine, but they could not figure the problem out.

As a last resort, the ******* asked me to try and switch computers. It was only then, after two hours trying to make your browser work, using a second computer which is not mine, that the ETS browser was shut down and the test was terminated due to security reasons. Technical issues on their end made me unable to proceed with the test. Only then, in a last attempt to make it work, were there any security issues.

I will not register for any future administration of their test. I just want a refund.

Regards,

*******************
Business Response
Date: 12/05/2022
Dear *******************,

ETS was notified by the Better Business Bureau (BBB) that you rejected our response regarding your ***** examination.

We must strictly enforce the policies and procedures we have in place as test security is very important to the ***** program. As indicated on the ***** iBT Home Edition website, test takers are to follow all testing rules including you must disable any screen-sharing or remote-access software prior to testing otherwise, scores are cancelled without a refund. Please familiarize yourself with test procedures before taking any other tests administered by ETS and ensure you dont have any unauthorized software running on your device. Violation of test procedures may result in score cancellation, and repeated violations may result in your exclusion from future testing.

Regards,
Office of Testing Integrity
Educational Testing Service
Customer Answer
Date: 12/06/2022

Complaint: 18476792

I am rejecting this response because:

You keep repeating security policies as if the reason for my test not working was unauthorized software. It was technical issues on your browser. Security issues only appeared two hours later, while the ******** were trying to deal with your malfunctioning browser. Please work properly on your own software and be honest to acknowledge your own shortcomings in face of your customers.

Regards,

*******************
Business Response
Date: 12/13/2022
Dear *******************,

ETS was notified by the Better Business Bureau (BBB) that you rejected our responses regarding your GRE General Test.

Your most recent comments reflect a high-level of disagreement about our policies and procedures. While our opinions about adhering to these policies and the resulting consequences may differ, we respect your right to your point of view.

All specific concerns related to Educational Testing Services' products and customer ********************** were previously addressed. We are unable to be of further assistance regarding this matter.

Regards,

Office of Testing Integrity (OTI)
Initial Complaint
Date:11/29/2022
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.
I took GRE test totally out of my own, and ETS canceled my scores, out of no evidence, arbitrarily. Now I'm missing my deadlines.This is just wrong. Your so-called quality control reasons? If you do this, do this right. Please dont hurt student with integrity like me who have devoted great efforts to the test, and let those who cheat, who commit fraud get away with this. I request evidence and my scores be reviewed and released ASAP. How on earth did you reach to the conclusion that I see to assistance during the test?? i swear don't do any violation. There are test recordings and I can totally stand up to any review! please don't further destroy educational opportunities for a diligent student. I don't need your perfunctory templates. Also my IELTS are 7.5, GRE scores of 155+166 are like, so genuine indicator of my English proficiency!I studied hard to get a good GRE score so that I could apply to a prestigious university in the **, and I would never risk cheating and thus lose the opportunity to further pursue my education in the US! Please review the test monitoring video more carefully, I can totally stand up to any review!I haven't done anything that *** violate the rules. I have checked your policy, and for each one:I havent used any unauthorized materials. Do you have any evidence that I used any?I dont have any personal recording devices of any kind. DO you have evidence proves otherwise? I dont have any screen sharing apps. i have uninstalled all of these.I havent communicated with anyone other than the *******. I didnt use any headset during the test. I didnt leave the seat during one-minute break. I went to the restroom during 10-minute break with my ******** approval. I returned on time. I didnt cancel my scores at the end of the test, and i have erased my whiteboard and shown to my *******.ETS ID ******** Appointment # **************** Test date: November 16, 2022 01:50 PM (CT - ***** Time - Asia/********)
Business Response
Date: 12/02/2022
Dear *******************,

The Test Security Specialist assigned to your case will be contacting you shortly regarding your November 16, 2022 GRE General Test at home test administration.

Regards,
Office of Testing Integrity
Educational Testing Service
Customer Answer
Date: 12/02/2022

Complaint: 18476335

I am rejecting this response because:

14 days have passed and i have only received one same template answer. so this is the ETS, the hypocrite. arbitrary about scores, let those who cheat get away and cancel scores of diligent student with integrity. who would believe that a student with integrity get their scores canceled? i find myself hard to believe that. this is ridiculous. your system is just unimaginably stupid. I have missed my deadlines because of your fatuous and biased and corrupted-to-the-core system. my time and efforts and money and good health are just wasted for nothing. how brutal. how interesting. I have done nothing wrong, yet my scores are cancelled and i dont even know why. and the most ridiculous of it all is that i still have to take another gre test since the world needs this exam result from this hypocritical organisation, who are nothing like what they claim to be but just a bunch of unscrupulous capitalists who put money above all other things. they dont care what is wrong or right. they never wanted to do the right thing in the first place, everything except the money is a joke to them, they just doing everything for show and make themselves look good.
Business Response
Date: 12/05/2022
Dear *******************,

This customer's most recent comments reflect a high-level of disagreement about our policies and procedures. While our opinions about adhering to these policies and the resulting consequences may differ, we respect their right to their point of view. All specific concerns related to Educational Testing Services' products and customer ********************** were previously addressed. We are unable to be of further assistance regarding this matter.

Regards,
Office of Testing Integrity
Educational Testing Service

Customer Answer
Date: 12/05/2022

Complaint: 18476335

I am rejecting this response because:

What can I say?ridiculous as it is
Business Response
Date: 12/07/2022
While our opinions may differ, we respect the test takers right to their point of view. All specific concerns were thoroughly investigated and previously addressed. We are unable to be of further assistance regarding this matter.
Initial Complaint
Date:11/28/2022
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.
Hello. My name is *********, my ETS ID is ********, and my birthday is February 16, ****. I took the GRE General Test at home on November 16; test appointment number: *****************. I have not received my results yet. I sent a total of 4 emails asking for my scores, but have not received any email responses. I also tried to ask by phone and after waiting for 6 hours I did not get any valuable reply. My test went well that day, no doubt the internet was good, the environment was closed and quiet, and I took the ********* advice to change locations. So I am shocked to see that my score has been delayed. Considering that the first test of mine was a total disaster due to server issues from the ETS side, I expected a swift release of my score to compensate for my loss of time and energy in the first one(The first test was cancelled due to ETS side problems). I have to say that the current status of my score is very disappointing and unacceptable. I can't conceive of anything that *** cause you to examine my test so thoroughly that caused the delay. I don't think this is fair and right for you to do this. I request my score to be released as soon as possible as the whole process is already beyond my worst expectation and I direly need the score for my application. The school I wanted to apply to was going to stop applying on December 10. I would like my Test Security Analyst to contact me as soon as possible to explain why. My phone number and email address are indicated below for ease of contact. ********************* My phone number is ***************. Thank you.
Business Response
Date: 12/02/2022
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 November 16, 2022.

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 November 16,2022 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.

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 Service

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