Business Profile

Educational Consultant

Educational Testing Service (ETS)

Headquarters

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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

2,487 total complaints in the last 3 years.
475 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:11/22/2022
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 Nov 1st, 2022 at home. It is now 21 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 have my deadlines on Dec 1st. All my inquiries about the review progress have been met with perfunctory template responses. I have no idea how far the case has been processed and when the review can be completed. The long-lasting waiting has seriously affected my mental health. I have suffered from sleep deprivation for more than two weeks. ETS claims that your organization values integrity and equity to bridge students with educational opportunities. However, the case here is you destroy the education opportunities of a diligent student with integrity. I request my scores to be released ASAP, and I need to know how far my case has been processed and the exact completion date.I do not need your perfunctory templates, telling me its underway. If you fail to do so, please provide me with definite answers to the following:1. Will you be liable for the deadline missed and my educational opportunities lost because of your long-lasting review?2. My mental health has been adversely affected as being overwhelmed by the endless review. Will you be liable for any health issues caused by your long-lasting review and stand-aloof attitudes, as you answered me with perfunctory templates?I always show my understanding of your delay, but I don't think my understanding could be a valid way to protect my right. Now I deem that my understanding of you has only made you more ineffectual. I respect your rules, and you should respect my educational opportunities.PLEASE DON'T GIVE ME ANY TEMPLATE RESPONSE!!!!!!!
Business Response
Date: 11/23/2022
Dear *****************,

A letter regarding your November 1, 2022 GRE General Test at-home scores was recently emailed to you at the email address listed on your account. The Specialist assigned to your case will also make outreach to the you via the methods you mentioned in your request.

Regards,
Office of Testing Integrity
Educational Testing Service
Customer Answer
Date: 11/26/2022

Complaint: 18454210

I am rejecting this response because: Although you mentioned a specialist of OTI will reach out to me via the methods I prefer. However, I did not receive an email from him/her. All the emails I received are template emails telling me i am under review which I KNOW!!
All I need is a sincerely response and telling me when my score report will be released! My application deadline is Dec 1st and I have waited for my score for 25 days!!!! Don't tell me if several weeks I did not hear from anything i can call OTI. I don't have several weeks to wait my deadline is Dec 1st! Your delay of the work is a disrespect for my hard work and my education opportunities! My email is ****************************.
Best,
Cici

Regards,

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

ETS was notified by the Better Business Bureau (BBB) that you rejected our answer concerning your November 1, 2022, GRE General Test examination.

Our records indicate the Test Security Analyst assigned to your case has emailed you a letter regarding the status of your November 1, 2022 GRE General Test at-home scores. Please make sure to read the letter and follow the instructions provided.

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

Regards,

Office of Testing Integrity
Educational Testing Service
Initial Complaint
Date:11/22/2022
Type:Customer Service Issues
Status:
UnresolvedMore 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 there, I'm *********************; Date of birth: 2001.04.09; Appointment number: **************** ETS ID number: ********; I took the GRE exam on October 27, 2022. It is now 25 days after the exam, I was told it's still under review, in fact, the staff that I spend 2 hours waiting to speak with said that there is nothing I can do and hung my phone up when I was still asking questions. Also, none of my emails send to the ETS got responded to. The way you treated students is unbearable and I want an answer from you ASAP. I passed all security checks thoroughly and took the test under my camera WITHOUT ANY VIOLATION of the exam rule. It is unexpected that a disciplined test-taker who devotes great efforts to the exam would suffer a long-lasting delay and be treated like this. I have my deadlines in the middle of November, and I have already missed two of them. 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 been extremely anxious for more than two weeks. I can't sleep well and sometimes did not want to eat at all. ETS claims your organization values integrity and equity to bridge students' educational opportunities. However, the case here is you destroy the education opportunities of a diligent student with integrity. I request my scores to be released ASAP, and I need to know how far my case has been processed and the exact completion date. I do not need your perfunctory templates, telling me it's underway. If you fail to do so, please provide me with definite answers to the following:1. Will you be liable for the deadline missed and my educational opportunities lost because of your long-lasting review? 2. My mental health has been adversely affected by being overwhelmed by the endless review. Will you be liable for any health issues caused by your long-lasting review and stand-aloof attitudes, as you answered me with perfunctory templates? I always show my understanding of your delay, but I don't think my understanding could be a valid way to protect my right. Now I deem that my understanding of you has only made you more ineffectual. I respect your rules, and you should respect my educational opportunities.
Business Response
Date: 11/23/2022
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 October 27, 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. 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: 11/23/2022

Complaint: 18453834

I am rejecting this response because:

This is just not making sense. Like I said, I have been waiting for almost a month, and now the time has been rolled over to 4 weeks. What will happen later? Keep waiting for 6 weeks? I have not even been told yet if I have been assigned an Analyst.
However, it's only a 4 hour exam. Even if you spend two hours analyzing one minute of exam content, 20 days is enough to look at four hours of data. Is such a delay somewhat unconscionable?
My request is clear, since ETS insists on reviewing the scores, please ask the Analyst assigned to me to contact me now.

Regards,

*********************
Business Response
Date: 11/28/2022
Dear *********************,

As previously stated, 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 27, 2022 GRE General Test at-home test administration.

Regards,
Office of Testing Integrity
Educational Testing Service
Customer Answer
Date: 12/01/2022

Complaint: 18453834

I am rejecting this response because:
The analyst contacted me with another perfunctory emails and did not give me any useful information. I have already missed 3 applications and I want to have my grade released in no more than one week. I can not afford to wait any longer since more application due is approaching. Thank you.

Regards,

*********************
Initial Complaint
Date:11/22/2022
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.
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. I sent many emails to ETS but I did not receive answers. I live in **** and you know we are in a challenging situation and the cost of this test is too heavy for me. furthermore, the condition of the internet is too poor. I am not in a good situation for the other test. Please consider this issue. I need my scores.
Business Response
Date: 11/23/2022
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 October 19, 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 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
Educational Testing Service
Customer Answer
Date: 11/23/2022
[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:11/22/2022
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.
My name is *************, and my ETS ID is ********. I took my GRE Test on Oct 21. However, the test score is not available for more than 30 days. I called several times and sent many emails, and they didn't give me any useful information and reason.Every time I call Office of Testing Integrity I have to wait for at least two hours and then they keep repeating that my scores are still under review. Yesterday they finally transferred me to the MAIN OFFICE line and I waited an additional hour and a half. The operator had a very bad attitude and said they didn't know when the results would be available and hung up on me! I didn't expect ETS customer ********************** to be so bad. Many of the universities I applied to had deadlines on December 1, but ETS didn't seem to care. They always make you wait two more weeks, then another two weeks, then another two weeks. My friend waited for three months without any result. I really need an explanation of when exactly I will get a result. Please contact with me by email: ********** I REALLY NEED MY SCORE ASAP.
Business Response
Date: 11/23/2022
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 October 21, 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 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
Educational Testing Service

Customer Answer
Date: 11/23/2022

Complaint: 18449775

I am rejecting this response because:
I fully understand and know that ETS wants to ensure the authenticity of the results. But your reply letter does not provide me with any useful information. You state that more than 30 days is a rare case, but ETS does not provide a valid date for the results to come in. This means that ETS can hold my scores for six months or a year or ten years using the reason of under review. This doesn't solve anything. I know people who have been in this situation and have waited three months to receive any results if they don't do anything. I need a USEFUL reply!

Regards,

Zuxiang Shang
Business Response
Date: 11/28/2022
Dear *************

As previously stated, 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 21, 2022 GRE General Test at-home test administration.

Regards,
Office of Testing Integrity
Educational Testing Service
Initial Complaint
Date:11/21/2022
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 schedule for the Test of English as a Foreign Language (*****) test and I was not able to take it. They blame the user when their test observer was not able to enter the password to the portal. I was not able to take the ***** test because they have a technical issue on their end but they blame the user. They blame the user for having ********* team, zoom, screen sharing, and remote access software. Even though the user does not have any of that software, does not have screen share/ remote login. Also, they could not tell me what software is causing which makes me unable to take a test. I am speechless. ETS company blames the user for a technical issue happening on their end.
Business Response
Date: 11/23/2022
Dear ***************,

ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint concerning a TOEFL test you have recently taken.

Unfortunately, we don't have enough information to access your account and investigate your case. Please follow the instructions in a separate email sent from ETS to the address you provided to the BBB so we can access your account. We will review and investigate your case when the requested information is received.

Sincerely,

TOEFL Services
Educational Testing Service
Initial Complaint
Date:11/21/2022
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.
I took my GRE exam on 11/04/22 (ETS id: ********* and have yet to get my score back. I have called many times, left voicemails, sent emails and have gotten no responses. Unfortunately, I was only told to wait for a few more weeks the only time I was able to get ahold of someone on the phone. I had to the take the home test after studying for a bout a year to be sure I have the results ready by Dec 1st deadline for my PhD applications. There is no escalation process according to their customer and there is no manager you can speak to. Apparently with ETS, you can painstakingly study for an exam to try to further your career and education, take their test, and they can decide to do whatever they want with the test and take however long with reporting your score. I am applying for programs which only accept applicants once a year and this delay means waiting wasting one year of my life. I hope the ETS employee will review my case and release my score by Dec 1st.
Business Response
Date: 11/23/2022
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 4, 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 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
Educational Testing Service
Initial Complaint
Date:11/21/2022
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 attended the GRE test on November 5 and I havent got my score for more than 2 weeks. I can't believe it is a consecutive review after my test on October 5 was reviewed. I sent e-mail to your OTI but got no reply. My application deadline is December 5, so I am urgent to retrieve my GRE score. Please contact me as soon as possible and give me an ideal solution. I don't want to miss the deadline because of lack of my GRE score. Thank you!
Business Response
Date: 11/23/2022
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 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
Educational Testing Service

Customer Answer
Date: 11/23/2022
[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:11/19/2022
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 was scheduled to take the Praxis II exam at home. However, the ETS system crashed. ETS checked and approved my computer. Therefore, the problem was not my computer. Candidate ID Number: ******** Registration Number: **************** Time: 10:10 AM Tuesday October 25 Praxis Exam #**** ETS checked and approved my testing environment. Everything was set up. In advance, I ran the complete computer system check. The ******* ran through the ETS checklist. She set up my computer remotely, and approved my computer and testing area. We were all ready to go. She launched the exam, and then immediately, the ETS system crashed. The screen showed a message saying the test session was terminated due to a security reason. The ******* tried to relaunch the exam but was unable to do so. She tried to figure out the problem but could not. Of course, ETS should have contacted me immediately to explain the problem to me. However, ETS failed to do so. I have now learned that in these situations, ETS provides no information to the customer. Apparently, its the responsibility of the customer to contact ********************. The ******* gave me a phone number and email to contact. Unfortunately, ETS makes customer ********************** very difficult. I have called ETS two times and waited on hold for long periods of time. I have left several voicemail messages. I have sent numerous email messages to the addresses that ETS provides. As of today, ETS has failed to respond to my voicemail messages and ETS has failed to respond to my numerous email messages. Again, ETS approved my computer. Therefore, my computer cannot possibly be the problem. I am no longer seeking to reschedule this exam. Instead, I want ETS to provide a full refund by crediting the university credit card that was used to pay for the exam. Please respond and let me know that this credit has been issued. Thank you.
Business Response
Date: 11/21/2022
Dear *******************************,

ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the Praxis Test that you had scheduled for October 25, 2022.

The administrative review pertaining to your October 25, 2022, Praxis Tests 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 25, 2022, Praxis Tests at Home test administration.

Regards,
Office of Test Integrity
Customer Answer
Date: 11/21/2022

Complaint: 18439251

I am rejecting this response because:
This response is exactly like all of the other responses I have received from ETS for the past three weeks. They claim that the matter is under review. They admit that they might not follow up with me. In the event that they fail to follow up, they give me phone numbers to call and email addresses. The problem is that ETS never answers those phone numbers, never responds to voicemail messages, and never responds to any email messages.
Notice that ETS is actually saying that they might decide to ignore the BBB complaint. Their message states that if I don't hear from them within a week, it's my responsibility to call and write to them. With that statement, they are admitting that they will very likely fail again to contact me within a week.
This is the ongoing problem with ETS. They have no customer **********************. They repeatedly fail to respond to their customers.

Regards,

*******************************
Business Response
Date: 11/23/2022
Dear *******************************,

ETS was notified by the Better Business Bureau (BBB) that you rejected our response because you have not yet been contacted.

Our records indicate the Test Security Analyst assigned to your case has emailed you a letter regarding the status of your October 25, 2022 Praxis Tests at Home scores. Please make sure to read the letter and follow the instructions provided.

Regards,

Office of Test Integrity
Customer Answer
Date: 11/28/2022
[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:
My initial response was accurate: the Educational Testing Service had not yet contacted me with a serious response.
After I rejected their original response, they decided to write a letter to me.
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:11/19/2022
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 had my GRE exam on 1st October 2022 and its been 8 weeks and still my scorecard is under administrative review. I had to miss many of my admissions as i surpassed deadlines due to delay of my scorecard. ETS isn't providing me my scorecard even after completing 6 weeks of review period. I want my scorecard asap so that i can atleast apply for my remaining universities before meeting their deadlines. I can't wait further because i had lost many important universities.
Business Response
Date: 11/21/2022
Dear ***************************,

The Test Security Analyst assigned to your case will be contacting you shortly regarding your October 1, 2022 GREGeneral Test at-home test administration.

Regards,
Office of Testing Integrity
Educational Testing Service
Customer Answer
Date: 11/21/2022

Complaint: 18438779

I am rejecting this response because:

Regards,

***************************
Initial Complaint
Date:11/18/2022
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.
On Monday, September 26, at 10:50 am, I was supposed to take the ETS Spanish exam. On the testing day, someone came in from ProctorU. I went through the steps as directed and passed the environment and computer checks, and completed the face scan. After that, the ******* took remote access and checked the computer and the settings. Next, the ******* asked me if I had downloaded the ETS software. After I told her I did not, she then went and proceeded to download the ETS app for a *** computer, which confused me because I was on a **** computer (PC). I then told the ******* that I was not using a *** but a PC ******* However, She (the *******) clicked "***" as a download option. I then asked if downloading the *** software would cause any issues. She (the *******) then said she was not sure. I then asked whether anything would happen to my test; she said she did not believe it should. She was then asked to enter a testing code, which she did, along with her username and password. When it was time to click test, an error message popped up. When this happened, she gave me the ETS email and phone number and told me that I would have to contact the integrity office. I sent an email and called. When I finally reached someone, I was told they were unsure what had happened and that I would have to wait 3-5 business days. When I asked what needed to be done so I would not have to pay, I was then told that they could do an investigation, but it would take an additional **** business days after they got the ********* report. When I called back after ten business days I was told that it would take 4-6 weeks after October 3 that I would get a response. I got a response on Friday, November 18, 2022, at 5:25 ( 5mins before they closed). In the Email that was sent, It was stated, the error was because I had unauthorized software running during test administration. The problem is that I had no such screen-sharing applications open, and the ******* verified this. This is not fair!
Business Response
Date: 11/21/2022
Dear ***************************,

We were notified by the Better Business Bureau (BBB)regarding your experience with your recent test admin. A full investigation was launched, and it is determined that there was a problem with your connection on test day. The test taker is responsible for the equipment used in the at-home administration. Although our technical team made effort to assist you, the issue could not be resolved. If you continue to have technical issue with your equipment, you may consider utilizing a local test center to complete your exam./

In light of the issue, we are forwarding your inquiry to the department for review to determine if anything else can be done to further assist you. We wish you the best in your professional endeavors.

Regards,

Praxis Program

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