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Business Profile

Educational Consultant

Educational Testing Service (ETS)

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Educational Testing Service (ETS)'s headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 1,842 total complaints in the last 3 years.
    • 364 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/11/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing this in relation to the GRE exam I took on 15th October, 2022 at my home. For online exams, as per company policy, results are accessible in 10 to 15 days. However, till today on 12 Nov 2022, i.e. 27 days after the exam, I still haven't received my test results or any communication. I've written to the office of testing integrity at ************************************ but haven't received any response. Since the college deadlines are approaching fast, I need to submit my GRE scores asap. The phone calls at ************ have a wait time of at least 90mins before anyone picks up with standard answers. There are different versions from the ETS employees about the timeline of administrative reviews. I am not aware, till what stage has the verification reached, who is the person heading it and how much more time would be needed. Please understand the scores need to submitted asap to get an admit. My details are as:Name:************************* DOB: 28 March **** ETS ID: ********

      Business Response

      Date: 11/17/2022

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

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

      The administrative review pertaining to your October 18,2022 GRE General Test at-home scores has been completed. Please log into your account to view your scores.


      Regards,
      Office of Testing Integrity
      Educational Testing Service

    • Initial Complaint

      Date:11/11/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I took a GRE General Test on October 24th (Appointment Number: ****************), but my score is on hold now. I have sent seven emails but haven't gotten any reply yet. I have called OTI twice, but they refused to provide any information about my score. My application deadline is 21ST NOVEMBER, so I have little time to wait and I am apprehensive about it. Please let the Test Security Analyst assigned to my case reach out to me as soon as possible so I am able to exchange some information with my analyst. My email address is ******************

      Business Response

      Date: 11/14/2022

      Dear *********,

      The Test Security Specialist assigned to your case will be contacting you shortly regarding your October 24, 2022 GRE General Test at-home test administration.

      Regards,
      Office of Testing Integrity
      Educational Testing Service

    • Initial Complaint

      Date:11/10/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      signed up and paid for an at home praxis test. on day of test, it was a process to set up computer to have test administered. test was finally administered. there was disruption from the ******* out of the blue requesting me to adjust the camera when the camera was not changed or moved at all on my end. then i was disrupted again when there was loading issue when i tried to answer a question, pausing the test unexpectedly. a little bit after that incident, the test was shut down completely, again unexpectedly. then the ******* had to do another reset/download, view the room, check id, etc. then i was back on. there were several proctors coming in and out of this session for that short duration. it was poorly run, making it difficult to take such an important test, not to mention expensive test. we as consumers don't have options when it comes to this yet we have to pay good money to engage in such an important process under conditions that are unprofessional, inefficient, and unproductive. i was unable to complete the exam. this performance should not be scored, no penalty for me not being able to complete it, and i should be able to get a new date without fees/additional costs incurred. ets had me on hold for 1 hour (despite its recording saying Thursdays are the least busy for calls). a live person finally came on and told me nothing can be done about it.

      Business Response

      Date: 11/14/2022

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

      We were notified by the Better Business Bureau (BBB) of your concern with your November 10, 2022, test admin.  This test is currently under review with the scoring department.  You will be contacted shortly with the outcome of the investigation once the process is complete.

      Best regards,


      Praxis Program

    • Initial Complaint

      Date:11/10/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am reaching out cuz the GRE test I took on September 28, 2022 (ets.org) at home. ETS results are typically accessible in 10 to 15 days, but after 6 weeks my score is still on hold. I sent emails every day to ask some updates and call the analyst, but they just told me my exam is under administrative review. And sometimes they didnt give me a rely or didnt answer my call. Im quite anxious and upset cuz my master's application is approaching the deadline. Actually I already missed my *** application on 26th Oct. cuz I didnt have my GRE scores. Every times I tried my best to sent emails with politeness and patience, but they didnt give me any details about the reasons of my score in under review. I totally understand these routine reviews are very significant for the fairness of this global test. But why this most well-known platform available worldwide deal with these cases so slowly and as a consumer we dont have any qualification to the processing of review ? I request ETS must finalize my review case as soon as possible.Below are my test details : Name: ***************** Date of Birth: 20/08/1999 Test Date: September 28, 2022 Appointment number: **************** ETS ID Number: ******** Email address: ************************

      Business Response

      Date: 11/14/2022

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

      The Test Security Analyst assigned to your case will be contacting you shortly regarding your September 28, 2022 GRE General Test at-home test administration.

      Regards,
      Office of Testing Integrity
      Educational Testing Service

    • Initial Complaint

      Date:11/08/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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 16, 2022, at the TEST CENTRE. It is now 24 days after the exam, I was told its under review. I passed all security checks and took the test under CCTVs 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. I have my deadlines in early November, and I have already missed one. 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. 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.Name: *********************; Date of birth: 2001.03.20; Appointment number: **************** ETS ID number: ********; Telephone number: ************

      Business Response

      Date: 11/10/2022

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

      The administrative review pertaining to your October 16,2022 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 16, 2022 GRE General Test at-home test administration.


      Regards,
      Office of Testing Integrity
      Educational Testing Service

      Customer Answer

      Date: 11/10/2022

      [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:11/07/2022

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello, The main reason I'm writing this complaint is to ask when exactly my score will be available. I completed the GRE test at the test center in ******* on October 12, but my scores were taken for review. I followed the ********* instructions for everything on the offline test and respect academic integrity very much. However, my program application is due next week, so I need this score urgently. I called and emailed many times, but was not responded to effectively, and the staff gave only superficial answers to my requests. Your random checking of offline exams may cause me to miss the deadline, which I don't think is in accordance with the regulation and laws. I found some people on social media who can get expedited by contacting analysts directly, and I desperately need to fasten this process. I don't want the answer I get to be an endless wait, or I need a definite time to speed up the process to prevent me from missing the application deadline.My name is *****************, my appointment number is ****************, my ETS ID is ********, my Date of Birth is March 9, ****, and my email is ******************************

      Business Response

      Date: 11/10/2022

      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 12, 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

    • Initial Complaint

      Date:11/06/2022

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I took the GRE test on Oct 26st at home with appointment number: ****************. However, I haven't seen my official score yet and didn't receive any email about it. After I call the ETS, they said my score is under administrator review, and just asked me to call back after two weeks. When I was taking the exam, I was in an empty and quiet room, I followed all the instructions of the invigilator, so I don't think my test should be reviewed for such a long time. My master's application's deadline is on 11/15, and I have chosen to send the score to the university, so I really need this score as soon as possible.

      Business Response

      Date: 11/07/2022

      Dear Wengian ****

      ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint concerning the GREGeneral **** you took on October 26, 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 26, 2022 GRE General 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.

      Sincerely,
      The ****** of **** Integrity
      Educational Testing Service

      Customer Answer

      Date: 11/07/2022


      Complaint: 18367070

      I am rejecting this response because:

      As I mentioned, my deadline is 11/15, which means that four weeks is not acceptable for me. OTI did not provide any reason for the administrative review, but this action may cause serious delay of application process for me. Would you mind to do me a favor to just send my issue to appropriate department or analyst?

      I really appreciate your help

      Regards,

      ****************

      Business Response

      Date: 11/10/2022

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

      The administrative review pertaining to your October 26,2022 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 26, 2022 GRE General Test at-home test administration.

      Regards,
      Office of Testing Integrity
      Educational Testing Service

    • Initial Complaint

      Date:11/04/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Appointment Number: #*************** Last name: *** First name: ******************: **** July 3rd ETS number: 8WFB6835 I had an in person test on September 17th and still havent got my score back. I went to a test center and finished my test under all the guidelines. My nearest application is in two weeks and I really need my score I prepared really hard for the test and the test center is very good at their job at keeping academic integrity, too. I really need my score?? I have emailed TSReturn but NO ONE responded and I called four 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 worked really hard for GRE the whole summer and this test is the proof of my hard work.

      Business Response

      Date: 11/07/2022

      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 September 17, 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 September 17, 2022 GRE General 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:11/04/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I took the GRE test on September 13th. After two weeks, I found out that my score became not available. Since then, I called Office of Testing Integrity over *********************************************************************************************** exact time. I have been waited for five weeks but there was no updated information or emails regarding my test score. Im quite nervous because my masters application deadline is approaching and I still dont know why my score is being reviewed and the expected date of my score being released. It has already delayed my master program application and I really need my score become available as soon as possible.

      Business Response

      Date: 11/07/2022

      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 September 13, 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 September 13,2022, 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,

      Office of Testing Integrity (OTI)
      Educational Testing Service

    • Initial Complaint

      Date:11/03/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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 on Sep 10th 2022 (ETS ID: ********* and did not get score yet. I reached out to ETS, they said my score in under administrator review. I contacted office of testing integrity via email and phone many times over the past month, I did not receive any response from the team. Can someone please look into this issue and call me @ ************** or email to ***************************** as I need to apply for the colleges soon.

      Business Response

      Date: 11/04/2022

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

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

      Sincerely
      The ****** of **** Integrity
      Educational Testing Service

      Customer Answer

      Date: 11/07/2022


      Complaint: 18353525

      I am rejecting this response because:

      It has been almost 2 months from the date of the exam taken. Can you please provide expected date of result.

      Regards,

      *****************************

      Business Response

      Date: 11/10/2022

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

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

      The administrative review pertaining to your September 10,2022 GRE General Test at-home scores has been completed. Please log into your account to view your scores.

      Regards,
      Office of Testing Integrity
      Educational Testing Service

      Customer Answer

      Date: 11/11/2022

      [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,

      *****************************

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