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Business Profile

Educational Consultant

Educational Testing Service (ETS)

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 2,487 total complaints in the last 3 years.
    • 478 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

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

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/22/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing to file a formal complaint against ETS for the following reasons:Unjust Accusations of Cheating Without Evidence: ETS has wrongfully accused students of cheating without providing concrete evidence. When asked for proof, ETS cites a "confidential policy." As paying customers, we have the right to transparency regarding such serious allegations. Canceling scores without evidence appears to compel students to retake the test and spend additional money, which may violate U.S. consumer protection laws.Overly Strict Analytical Writing Standards: The evaluation of Analytical Writing lacks clarity, especially for non-native speakers. As someone with a unique writing style influenced by my linguistic background, I find it unreasonable that my approach is deemed suspicious or flagged as cheating. Such actions feel dismissive and unfair.Perceived Bias Against Chinese Customers: There seems to be a pattern of disproportionately targeting Chinese students with allegations of misconduct, often without solid evidence. This practice raises concerns of racial discrimination and unequal ************ test scores have been canceled, and I demand a clear explanation and substantial evidence supporting the accusation of cheating. If ETS is unable to provide this, I request a fair review of my essay and the release of my scores. Without such transparency, it feels like ETS is pressuring students to retake the test unnecessarily. My ETS ID is ********.

    • Initial Complaint

      Date:01/21/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Complaint:
      1. On November 28, 2024, I paid $220 to take the GRE General Test at Home on December 7, 2024.

      2. On the test day, a default Google Chrome application, remoting_host.exe, conflicted with ETS’s required security browser. Despite attempts to uninstall it, the issue persisted. I asked to use a different browser but was told Google Chrome was required. After disabling the application, I was allowed to proceed. However, remoting_host.exe restarted automatically, and I was expelled before starting the test. No questions were shown, so I technically didn’t begin the exam.

      3. The proctor acknowledged the issue was unintentional and assured me I could reschedule. After repeated emails to ETS, I called on December 9, 2024, but they refused a refund and offered to reschedule within 21 days. I booked a new test for December 12, 2024, paying $220 again.

      4. Despite resolving the issue and taking the test, ETS denied my refund request, stating:

      “ETS conducted a thorough review and found evidence of unauthorized software, violating our rules. This decision is final, with no appeal or refund.”

      This is unfair because:

      1. The remoting_host.exe issue was unintentional.
      2. The proctor assured me I could reschedule.
      3. I had to pay for a second test despite technical issues caused by ETS’s requirements.

      Resolution Sought:

      I request a refund of $220 for the December 7 session, which I could not complete due to software conflicts beyond my control.

    • Initial Complaint

      Date:01/20/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing to request a review of my TOEFL test conducted on January 15, 2025 (Registration Number: ****************). On January 18, I was informed that my speaking scores were invalidated due to alleged external assistance. I strongly contest this decision for the following reasons:
      1. Compliance: I fully adhered to all rules, including the permitted use of a whiteboard. My testing environment was inspected before and after the test without issue.
      2. Lack of Evidence: No specific examples or evidence of misconduct have been provided.
      3. Re-Evaluation Request: Given my compliance and preparation, I respectfully request a re-evaluation of my speaking section.

      Thank you for your attention to this matter.

    • Initial Complaint

      Date:01/20/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Issue Statement:

      I recently encountered an issue during my TOEFL iBT online exam. Due to unexpected network disruptions, I was logged out of the test. Despite completing the exam, my score was canceled. When I contacted ETS for assistance, I was informed that I must retake the exam and that the decision cannot be appealed.

      I am seeking the help of the Better Business Bureau (BBB) to mediate with ETS and explore a fair resolution. Considering the circumstances, I strongly believe that my situation warrants a reconsideration of ETS's decision. I would like to appeal the cancellation and request either the restoration of my score or another appropriate resolution without requiring me to retake the exam.

      Thank you for your attention to this matter.

    • Initial Complaint

      Date:01/20/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Dear BBB,

      My detailed information is below:
      ETS ID: ********
      Appointment number:****************
      Test date: December,21,**24
      First name:*******
      Last name: ** Date of birth: *****,**,****

      I am writing to file a complaint regarding the cancellation of my TOEFL scores by ETS. The discrepancies in my scores were due to limited preparation time caused by balancing my thesis and graduation project. I focused on the listening and reading sections, as they showed quicker improvements, while speaking required more time with less immediate progress. Additionally, I used effective test-taking strategies for listening and reading, which contributed to my performance. Canceling my scores is unfair, especially as they are essential for my graduate school application due in one week.

    • Initial Complaint

      Date:01/20/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I took the GRE General Test at home on January 11, 2025. When I was connecting to the test, I encountered a small microphone issue that the ******* required for me to reconnect to the software a couple of times. Afterwards, I was approved for the test and the test proceeded without incident. A week after the test, I received an email stating that my scores could not be reported because my "Writing response did not reflect the assigned task, or it contained ideas, language and/or examples found in published sources or other test takers responses." I have reached out to ETS via email but they have refused to give me any further information on the issue. I have also repeatedly tried to contact them via phone through multiple numbers but could not connect with them. I am completely unsure of what they are referring to, as I have absolutely not received any outside information or used any sources during my writing response. I have taken the GRE before and scored well on the writing section previously. English is my main language and I have no issues or reason to use any assistance on the writing section. I have yet to receive any explanations from ETS and the deadlines for my university applications are coming soon. They have also not offered any refunds for the test either. I am confident in my case and I am willing to challenge their decision completely.

      Business Response

      Date: 01/30/2025

      Dear Xuesi ***** ****,

      ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your January 11, 2025 GRE General Test at-home 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.

      Our records indicate that the Test Security Analyst assigned to your case has reached out to you a few times regarding your concerns. 

      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:01/17/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have just received the email that my GRE score has been canceled because my writing did not reflect the assigned task or contained ideas, language, or examples that can be found in publicly available sources or other test takers' responses.I would like to respectfully clarify that I did not plagiarize or cheat in any way on the test. The proctoring at the location where I took the exam offline was very strict and I complied well. I understand the importance of academic integrity and assure you that my paper is my work and has not been subject to any outside influence. I have carefully read and answered the assigned tasks and provided original content based on my understanding and analysis. My language may not be good enough, but I have done my best to complete my writing. If there are any similarities with other responses, I believe that this may just be coincidental, as I have made every effort to ensure that my work is unique. I respectfully request that ETS review my case and reconsider removing my essay score, as you can also see by the time I spent on my essay when I answered the question that I conceptualized my writing on my own and tried to complete this essay with as much good language as possible. I am confident that after careful review, it will be clear that I followed all of the ETS guidelines for honesty and originality. I just want to apply for a *** at home. If my writing score cannot be restored, could my Verbal and Quant scores be restored instead? If there is no good solution, I will continue with my complaint. Because my issue was completed independently by myself.NIE YUXIN ETS ID :********

    • Initial Complaint

      Date:01/16/2025

      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 paid Educational Testing Services (ETS). They have a policy that the test can be rescheduled for free if the testing facility closes due to weather. The policy they state on the phone is that the test can be rescheduled if inclement weather forces the test taker to have to delay EVEN in the event that the testing facility itself does not close. I have a test scheduled for 01/18/2025. **** weather indicates that there will be hazardous weather conditions on 01/18/2025. I have no clue if the testing facility will close, but I know if **** is talking about hazardous weather conditions, then I don't want to drive for an hour to get to a testing center. DESPITE ETS knowing about the weather (I sent them requested info) they are refusing to let me reschedule. Further, they have no customer ********************** representatives answering phones so I cannot speak to a real person. I have never been this frustrated with customer ********************** anywhere before.

      Business Response

      Date: 01/23/2025

      Dear ***** T ***,

      ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your January 18, 2025, ****************** Foundational Knowledge (5355) Programexamination.

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

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

      Regards, 

      Praxis Services 
      Educational Testing Service 

    • Initial Complaint

      Date:01/15/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I registered to take GRE test on Jan 6th. During the test, the computer sometimes got stuck unexpectedly. Nothing was wrong with the final result and I chose to report the score and select 4 graduate school to send the official report. However, it has been 9 days but the appointment status of the test is still Scheduled and the score is still not available. I dont understand because last time I take the test, it just takes me 8 days to see the score. Yesterday morning alone I've talked to 2 people and not one has been able to help me. I feel that they are completely incompetent. Why should I have to take a test to prove my expertise but they can't provide an answer. All of my friends have their score available in 8 days, but not me. I dont understand whats wrong with my test. I never cheat, I follow all the exam regulations. Id really appreciate it if you could help me with my test. Several graduate school application is near, and they need GRE score. They are my dream school so I really appreciate it if you could provide help. Please, thank you.

      Business Response

      Date: 01/16/2025

      Dear Sikuang ****,

      ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your January 6, 2025, GRE General Test scores.

      As stated on GRE Information Bulletin and website, official scores for the General Test will be available in your ETS Account and your scores will be sent to your designated recipients, about 8-10 days after your test administration. Our records indicate that the scores are currently accessible through your online ETS account. Please visit ************************************************************************************* and log in to your ETS account to view and print your test scores.

      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:01/15/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I took the GRE on January 5th. My scores were available on January 14th, but as of January 15th, they are now on hold and not avaliable. My dream school’s application deadline is on January 16th, and this situation has created an urgent need for me to submit my scores. I would deeply appreciate it if you could expedite the release of my scores.
      My name is ****** ***, ETS ID: ********. Email: **********@**.***

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

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