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

2,488 total complaints in the last 3 years.
477 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: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
Initial Complaint
Date:11/28/2022
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.
Hello. My name is ***************, ETS ID ********. I took my GRE General Test at home on November 14; Test Appointment Number: ****************. The test score is still unavailable on the website. I have been trying to contact ETS or email them about this issue but have never received a positive and valuable response. I know that ETS continues to maintain the integrity of the test, but I dont understand why this process took so long. This was my first exam and I fully complied with the ets exam rules during the exam. At the same time, the *** of school I need to apply for is coming up and I really need this gre score to help me complete my application. I'm sure you guys can very much feel my anxiety as well. So, I hope you guys can help me process it as soon as possible. Thanks a lot.
Business Response
Date: 11/30/2022
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 14, 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.

The review of your November 14, 2022, GRE General test has been completed, and your scores have been reported. You can access and review your scores in your online GRE account.

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

Regards,

GRE Services
Educational Testing Service
Initial Complaint
Date:11/28/2022
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.
Last Name: **; First Name: *****; Date of birth: 2001.07.21; Appointment number: ****************; ETS ID number: ********; Telephone number: ***************;Hello, I took GRE exam on November 15, 2022, TEST at home, almost all the people who took the same day test are received their score reporting for some days, however I was told its under review. I sent a few emails, no progress, only template replies, and no one answered the phone. I passed all security checks and took the test under the ProctorUs supervision WITHOUT ANY VIOLATION of the exam rule. I complied with the requirements of the invigilator. I write the email mainly for the following reason:Why my score still under review, please give me a reasonable explanation. Please give me the exact date when I can get my official results. I NEED MY SCORE ASAP.Both of my graduate applications are at the end of this month, which is November, only a few days left, and now I am just short of GRE to submit, I need this score urgently, I hope you can give me the grade quickly before the end of this month. I don't want to miss out on these applications because of your delays, and if I lose my chance to get into a better graduate school because of your mistakes, I hope you don't want to see that and can't afford such a major consequence, right?
Business Response
Date: 11/30/2022
Dear ***************,

ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your November 15, 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 15, 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: 12/01/2022

Complaint: 18469343

I am rejecting this response because:

I hope you can give me a reason why i under review or give me a expected date of result when my score will be received. My request is clear, since ETS insists on reviewing the scores, please ask the Analyst assigned to me to contact me.
I have a friend who complained with you on the same day as me, but her score was reviewed and approved quickly, while I had to wait endlessly, you shouldn't treat us differently like this.
I understand it was necessary however I am already waiting many days and I've missied 2 application deadline because of your review, I don't want miss more, I hope you can understand my dilemma.

Regards,

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

ETS was notified by the Better Business Bureau (BBB)that you submitted a complaint regarding your November 15, 2022, GRE examination.

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 Specialist assigned to your case will be contacting you shortly regarding your November 15, 2022 GRE General Test at-home test administration.

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

Complaint: 18469343

I am rejecting this response because:

You are just giving me a template and an excuse, you promised to have an analyst contact me, but there is none, I have had no communication from the assigned analyst. Because of your review, I have missed two applications at the end of November, and now I have missed the third application date.
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. Can you be responsible for making me lose my chance to go to my dream college and ruin my life? 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.

Regards,

***************
Business Response
Date: 12/16/2022
Dear ***************,

ETS was notified by the Better Business Bureau (BBB) that you rejected our responses regarding your November 15, 2022, GRE General Test.

The administrative review pertaining to your November 15,2022 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 15, 2022 GRE General Test at-home test administration.

Regards,

Office of Testing Integrity (OTI)
Initial Complaint
Date:11/26/2022
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 exam on November 10, 2022, at HOME. It is now 16 days after the exam, I was told nothing with my score. During the exam,I had ZERO interruption from the examiner,the whole process went successful.I had my deadline on December 1,I don't want to miss it which is so important for me.As you may know my deadlines are approaching and I need to submit my applications to the universities and without my gre score my application will be stunted. I have tried calling ets several times through several international calls and they have made me wait for more than hour and nobody has picked up the call. Please help me immediately,because it will due wthin a week. I respect your rules, and you should respect my educational opportunities.Name: ***********************; Date of birth: 1999.12.13; Appointment number: **************** ETS ID ***************; Telephone number: ***********
Business Response
Date: 11/29/2022
Dear ***********************,

ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint concerning the GREGeneral Test you took on November 10, 2022 GRE General Test administration.

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 10, 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,

GRE Services
Educational Testing Service
Customer Answer
Date: 11/29/2022

Complaint: 18464153

I am rejecting this response because: I have received the delay email on November 26, I'm glad that ETS announced me through the email. However, my master application deadline is on December 15th, and it also need 7 days to send my available GRE score to the university, so I'm afraid about the time is not enough to submit my score because ETS told me it should take 2 weeks (on December 10) to finish the review progress in the delay letter. Could you please help me to accelerate the procedure that makes me to get my score quicker? I'll appreciate for that. Thanks.

Regards,

***********************
Business Response
Date: 11/30/2022
Dear ***********************,

ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your November 10, 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 10, 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 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.

*********************** of Testing Integrity (OTI)
Educational Testing Service
Customer Answer
Date: 12/01/2022

Complaint: 18464153

I am rejecting this response because:

I have received the same email with same content, could you give me a response about my last email? I have tried multiple times to contact with ***, but it doesn't work. I tried to email to ************************************ but no one respond me. Also, I called ************** several times but no one picks me up.It's been a long day since I emailed OTI, when can I get a reply?

Regards,

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

ETS was notified by the Better Business Bureau (BBB) that you rejected our response regarding your November 10, 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 November 10, 2022 GRE General Test at-home test administration.

Regards,
Office of Testing Integrity
Educational Testing Service
Initial Complaint
Date:11/25/2022
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 took a GRE exam on November 10, 2022 - 07:50 PM (CT), but I haven't got my score yet. From my past experience, I usually get the score on the 9th day after a GRE exam. So I want to know whether my score has been reviewed, if so, when can I get my score. I emailed the Office of Testing Integrity in ETS many times, but no reply. Then I tried to contact ETS from the official website and ******** but they all said they have no access and asked me to continue to reach out to Office of Testing Integrity and wait for response. My deadline of online application is very soon and I need the GRE score urgently, but I do not know how much longer I'll have to wait.I desire an email reply from Office of Testing Integrity in ETS. The contents of the email include my score status on this test, the email address of the analyst assigned to me and the time when the GRE score is available.Thanks a lot.
Business Response
Date: 11/30/2022
Dear Yuting ****,

ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your November 10, 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 10, 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 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:11/24/2022
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 the GRE on November 10, 2022 09:20 AM (CT). MY NAME: *********************;Date of Birth: 11/15/2000;ETS ID: ********;TEST Appointment Number: ****************. The whole test went very well and I did not violate any ETS integrity rules. Even though the official website says that I can get my result in 10 to 15 days, I haven't received my result or any notification now. Such a delay will RUIN ALL my graduate APPLICATION. So I'm writing this complaint for four main reasons.First, my entire exam went very smoothly and without any warning during the process. I did not violate any of the ETS integrity rules. This indiscriminate delay is a violation of my reasonable rights as a test taker; Second, my graduate application DEALINE is next week, and I have all my documents ready, and a delay in my GRE scores will ruin all my applications. I refuse to be one of those people who waited for a month. Third, I chose home edition out of trust in ets and the epidemic in my city. I chose home edition because ETS stated that there was no difference between the test at the test center and home edition, but such an unreasonable delay is no doubt a serious disagreement with ETS's statement. In the future, the candidates will not believe ETS's statement either. Fourth, I have sent many emails and made many phone calls to ETS officials, but I have not received any reply.Finally, I understand that ETS staff has to deal with a large number of cases, but that is not the reason I have to feel such PAIN for my choice of ETS. I have been preparing for the GRE and ***** since February of this year and I have been working very hard and diligently every day. I have taken the GRE four times and each time my scores have gone up gradually, and the ***** preparation has helped me tremendously with the GRE. I took my first two GRE at test sites, but since September my city cancelled all GRE test sites, I was forced, as well as with trust in ETS, to choose Home edition. but I didn't think that this choice could ruin my life. My entire Thanksgiving was spent in tears. ETS needs to assign me an analyst or give me my GRE scores as soon as possible, and I need my scores ASAP.
Business Response
Date: 11/30/2022
Dear *********************,

ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your November 10, 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 10, 2022, GREGeneral 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 the 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: 12/01/2022

Complaint: 18460722

I am rejecting this response because:
I understand your behavior very well, but it seems that no one can help me:

I followed all the rules of the exam, I prepared hard, scheduled the exam on site, and after the debacle of three onsite exams being cancelled on the due date, I opted for the home edition. I am grateful to you for this opportunity because my city was under lockdown for three full months, we were not allowed out, food supplies were inadequate, my whiteboard and computer took a lot of effort to get, and the internet was begging the staff to set up, but I still did not give up on preparing for the GRE. I finished the exam under such difficult circumstances, and I am grateful to everyone for their efforts to make this exam go smoothly, and to my ProctorU, but such a delay ruined all the efforts put into this exam. It was one of the darkest times of my life.

On your official website it says, OTI office comprised of investigators, experts and analysts who ensure the validity and integrity of our exams and whose work it is to defend those test takers who test honestly. This is the same principle of integrity that I have always maintained. I followed all the rules throughout the entire exam, giving clarifications to the staff before and after breaks, and saying goodbye to the staff after the exam was over. I didn't even touch my phone long after the exams were over. I put in all the effort I should have, and then during this seemingly endless waiting period, I would lose my application and dwell on the tragedy of this disaster and the loss of hope. The wait is desperate.

I am not blaming you guys, I can very much understand that you need to put a lot of effort to do all this work. I have likewise put a lot of effort into this exam, for this one to go ahead. I beg that you guys could speed up some of the steps of the review and end this wait sooner, it would make a huge difference in the outcome of things. It's December now, and I hope this time the results will be in time for the application, in order to live up to everyone's efforts. Although there are no results right now, thank you for everything you have put in.

Regards,

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

ETS was notified by the Better Business Bureau (BBB)that you submitted a complaint regarding your November 10, 2022, GRE examination.

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 Specialist assigned to your case will be contacting you shortly regarding your November 10, 2022 GRE General Test at-home test administration.

Regards,
Office of Testing Integrity
Educational Testing Service
Customer Answer
Date: 12/08/2022

Complaint: 18460722

I am rejecting this response because:

No one has contacted me in the past five days and I have not received any emails. I'm begging you to hurry up, my grad school application deadline is coming up and I'm really desperate, it's been a month since the exam.

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 10, 2022, GRE General Test.

As previously stated, 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 Specialist assigned to your case will be contacting you shortly regarding your November 10, 2022 GRE General Test at-home test administration.

Regards,

Office of Testing Integrity (OTI)
Initial Complaint
Date:11/24/2022
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.
Hi, I took my TOEFL test Home Edition on 19 October 2022 and have not received my scores yet. My scores are on hold and under administrative review. Everything during my exam was Ok. I did not expect this delay. I am in a rush and need my scores immediately. Unfortunately, I lost some university chances to apply and the deadlines for other positions are close. It is been more than one month since I sent several emails to ETS and I have not received any answer. They easily ignore us. I live in **** and you know we are in a challenging situation. I hardly prepared $245 for the test and took the test under high stress because the internet is cut off most of the time or is too poor... Thank god everything during my test was good without problems. I do not understand why ETS has held my scores. How much time does it take to review a 4-hour exam??? It's been more than one month!!!!! It is the only chance for me to go abroad for continuing my education and I'm quickly and easily losing it because ETS has not released my scores. I want my scores. It is my right.
Business Response
Date: 11/30/2022
Dear *******************************;

ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint concerning a ***** test you took on October 19, 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 October 19, 2022 ***** iBT Home Edition 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 ***** scores for all test takers.

Sincerely,
The ****** of **** Integrity
Educational Testing Service
Initial Complaint
Date:11/23/2022
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 planned my MBA application timeline around the knowledge that an at-home GRE test was available at any time. I scheduled and paid to take the test on 10/22/2022 and made all necessary preparations to take the test in good faith. I completed the system check multiple times prior to my test and ensured everything was good to go.

The morning of my test, I checked in with my proctor and worked through the check in process. They opened up my test but got a popup saying that they couldn't run the test (prior to the first question) because of a security issue.
They sent me a message "You need to contact ETS to reschedule the exam, the exam was terminated for security reasons The exam has been terminated due to security reasons. Please reach out to ETS Office of Testing Integrity at ***************** or ************** for further information." I quickly called, and found out the office was closed. They just said "Yes Im here, You need contact ETS to reschedule and when you contact ETS again you do the process of PROCTORU"

This was an extremely important issue to my future so I called their number first thing on monday morning. I stayed on the line, at the front of the line(???), for THREE HOURS with no progress before I finally gave up. I called 3 or so other ETS numbers and could not speak to a person. That day and over the course of the next week I sent 3 follow up e-mails asking for help. Not a single response.

At this point, I'm not sure how to move forward. ETS holds a monopoly over standardized testing for graduate programs. I hope that with your help, ETS will contact me, refund my test fee, and fix these issues for future test takers.
Business Response
Date: 12/01/2022
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 October 22, 2022.

The administrative
review pertaining to your October 22, 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
October 22, 2022 GRE® General Test at-home test administration.

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
Customer Answer
Date: 12/07/2022

Complaint: ********

I am rejecting this response because:

1) The business has not understood or acknowledged that no test occurred/was administered.
2) In accordance with ETS' policies, I had no unauthorized software running when connecting to ProctorU, I verified with all available systems checks from ProctorU/ETS that there were no software issues. Additionally, the proctor had control of my computer, further verified, and found no issues before proceeding. ETS' policy does not state that you can't even have common programs such as Zoom or Skype installed (which, while it might be annoying, I would have willingly uninstalled everything - but they didn't ask for that)
3) As I did not violate any ETS policy and no test was even started, I still believe I am owed a full refund and ETS must improve their systems/documentation.
4) ETS has still refused to give me a direct method to contact them - I do not accept the same phone number that they don't monitor as a method of communication.

I hope there is still more that can be done to resolve this issue with ETS without requiring further escalation.

Regards,

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

ETS was notified by the Better Business
Bureau (BBB) that you rejected our responses regarding your October 22, 2022,
GRE General Test.
We
must strictly enforce the policies and procedures we have in place as test
security is very important to the GRE® program. As indicated on the GRE®
General Test at-home 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 don’t 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 (OTI)
Initial Complaint
Date:11/23/2022
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.
I took GRE exam on October 1, 2022, at a TESTING CENTRE. I have been waiting for my scores for 53 days (8 weeks). In the meantime, I tried to contact OTI over multiple emails and phone calls. I got an email stating that my scores are under administrative review with no more details provided and It will take 4 to 6 weeks to finish the review which is Nov 11 (last date). Then, On Nov 5th, I received an email stating that scores will be available in two weeks which is Nov 19 (last date). But It is Nov 23 today and 53 days has already passed since test date, I haven't received my scores yet. Finally, I got an email stating that the reason my scores are under administrative review because the TEST WAS TAKEN AT HOME. But I TOOK THE TEST AT A TESTING CENTER. This makes no sense. My scores are under review because it was taken at Home even though I TOOK THE TEST AT A TESTING CENTER. This is really serious issue and concern about the integrity and fairness of the exams conducted by ETS. I tried to contact again about this over emails and multiple phone calls. I didn't get response for all emails. Phones calls are totally unresponsive. This was very unfair. It made me miss two of the university deadlines for a very unjust reason. I cannot miss out any more university deadlines. Please provide my scores immediately. My ETS ID: ********, Appointment No: ****************
Business Response
Date: 11/30/2022
Dear ********************************,

ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your October 1, 2022, GRE General Test examination.

The administrative review pertaining to your October 1, 2022 GRE General scores has been completed.

Our records indicate that your scores are now available. Please log into your account to view your scores. Please log into your account to view your scores.

Regards,

Office of Testing Integrity (OTI)
Educational Testing Service
Customer Answer
Date: 11/30/2022
[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:11/23/2022
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.
I took the GRE test at Nov 3rd, but my scores are still available yet. The scores status is still blank. I need my GRE scores for the application of postgraduate studying program, and I am so anxious because the deadline is on DEC. 1st. I sent a lot of emails to the official address, tried to contact with them from ******** and highlighted the urgent situation. but the only reply I received was one piece of letter, which told me that my scores are under administrative review.I think what ETS staffs did is so harmful to my application. The delay is endless without an exact date when I can view my score. In addition, I can hardly contact with them.
Business Response
Date: 11/28/2022
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 3, 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

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