Complaints

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

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  Educational Testing Service (ETS)

  660 Rosedale Rd Princeton, NJ 08540-2218

• 

  Educational Testing Service

  3410 Taft Blvd Rm 217 Hardin South Wichita Falls, TX 76308-2036

• 

  Educational Testing Service (ETS)

  225 Phillips Blvd Ewing, NJ 08618-1426

• 

  ETS Educational Testing Service

  1800 K St NW Ste 900 Suite 900 Washington, DC 20006-2229

• 

  Electro Tech Systems

  121 S Broad St Ste 1710 Suite 1710 Philadelphia, PA 19107-4534

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:11/03/2022

  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.

  Hello. My name is **********, ETS ID ********. I took my GRE General Test at home on Oct 10; Test Appointment Number: 3356610221565200.The test score is still unavailable on the website. Therefore, I'm filing this complaint for the following two reasons. First, I never received any email from ETS.I understand that during the ***** pandemic, ETS might be experiencing staff shortages, which might lead to score evaluation delays, but it is not a good reason I did not get noticed.Second, I have been waiting for 4 weeks, and I refuse to be one of those people who wait 8 weeks or more. I have been trying to contact ETS or email them about this issue but have never received a positive and valuable response. ETS has not even responded to my emails yet, and it takes hours of waiting to call them before I can speak to a customer ********************** agent and then be told to keep waiting for various reasons. Waiting 2-4 weeks is just their boilerplate talking point, followed by 4-6 weeks and 6-8 weeks. It makes one wonder if they are serious about acting and treating the user's request.I know that ******************** continues to maintain the integrity of the test, but I dont understand why this process took so long. I trust ETS and accept your statement that the authority of the result related to home testing and testing at a test site is the same. So I took the test three times, all at home. But if your guarantee of equal authority needs to be maintained with extra time beyond what is expected, then the home tests that ETS has been promoting will be less and less trusted and used by students. I started preparing for the GRE in May and took my first GRE test in July. My scores gradually increased over the three tests. This delay in my scores would seriously impact my graduate applications. In fact, I have missed quite a few deadlines, including the * of ****, because of the delay in my scores. Whether assign me an Analyst, contact me, or release my score. I NEED MY SCORE ASAP.

  Business Response

  Date: 11/04/2022

  Dear **********,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your October 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 October 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

  Customer Answer

  Date: 11/04/2022

  
  Complaint: 18346419
  
  I am rejecting this response because:

  
  Like I said, 2 weeks was just an excuse, 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. 6 out of 10 friends I know have had their scores delayed for up to 3 months of review.

  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,
  
  Junyue Tao

  Business Response

  Date: 11/07/2022

  Dear **********,
  
  ETS was notified by the Better Business Bureau (BBB) that you rejected our response regarding your October 10, 2022, GRE General Test.
  
  The Test Security Analyst assigned to your case will be contacting you shortly regarding October 10, 2022, GRE General at-home test administration.
  
  Thank you for granting us the opportunity to provide clarification regarding your complaint with the Better Business Bureau. I wish you much success in your future academic endeavors.
  
  Regards,
  
  Office of Testing Integrity (OTI)
  Educational Testing Service
  

  Customer Answer

  Date: 11/07/2022

  [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,
  
  Junyue Tao

• Initial Complaint

  Date:11/02/2022

  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! I took the GRE home test on October 22nd. Today, when I called the GRE service center, the operator told me that my scores is being reviewed. This test was my last chance to give my scores to the school. The deadline is November 20th. My test went very smoothly that day, without being doubted, the internet was good, and the environment was closed and quiet. The only problem I think is that this is my second GRE test. Because the school gives every student a chance to take GRE for free every year, I didn't want to waste it, but I didn't review for GRE test. I just wanted to feel the test process. So my first test scores were not high, but it was last December. For this test, I prepared for a long time and went to the cram school. So the scores of these two tests are quite different. But I don't think this means that I am suspected of cheating. I wrote a lot of emails but didn't get a reply. Could you please give me the contact information of the problem analyst? This test is very important for me. Thank you for your help!NAME: ********* ETS ID:2ZF85B40 BIRTHDAY:02/05/1999 EMAIL: **************** My appointment number:3140410221517508

  Business Response

  Date: 11/04/2022

  Dear *********,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your October 22,2022, GRE General Test examination.
  
  We at ETS are highly committed to quality standards and fairness. After every test administration, we go to great lengths to ensure each test result we report is accurate and valid. All scores are placed on hold for the duration of the review. Most of these routine reviews are completed in about four weeks; however, in rare cases, the review can take longer.
  
  For the reasons stated above, your October 22, 2022, GRE General Test at-home scores are on hold because they are under administrative review. At the conclusion of our review, you will be notified if there are questions concerning your scores. Otherwise, your scores will be reported to you and to 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:11/02/2022

  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! I took the GRE home test on October 22nd. Today, when I called the GRE service center, the operator told me that my scores had been reviewed. This test was my last chance to give my scores to the school. The deadline is November 20th. My test went very smoothly that day, without being doubted, the internet was good, and the environment was closed and quiet. The only problem I think is that this is my second GRE test. Because the school gives every student a chance to take GRE for free every year, I didn't want to waste it, but I didn't review for GRE test. I just wanted to feel the test process. So my first test scores were not high, but it was last December. For this test, I prepared for a long time and went to the cram school. So the scores of these two tests are quite different. But I don't think this means that I am suspected of cheating. Could you please give me the contact information of the problem analyst? This test is very important for me. Thank you!NAME: ********* ETS ID:2ZF85B40 BIRTHDAY:02/05/1999 EMAIL: **************** My appointment number:3140410221517508

  Business Response

  Date: 11/04/2022

  Dear *********,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your October 22,2022, GRE General Test examination.
  
  We at ETS are highly committed to quality standards and fairness. After every test administration, we go to great lengths to ensure each test result we report is accurate and valid. All scores are placed on hold for the duration of the review. Most of these routine reviews are completed in about four weeks; however, in rare cases, the review can take longer.
  
  For the reasons stated above, your October 22, 2022, GRE General Test at-home scores are on hold because they are under administrative review. At the conclusion of our review, you will be notified if there are questions concerning your scores. Otherwise, your scores will be reported to you and to 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:11/02/2022

  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 the GRE home test on October 22nd, 2022. The Appointment Number was ****************, my ETS ID is ********, my name is *********, and my birthday is 02/05/1999. On the premise that I never received GRE scores until yesterday, I called ETS Test Center, and the staff told me that my scores were being reviewed. I was shocked, because my home exam went well, my internet was good, and I was not suspected or asked anything. The only problem is that this is my second time to take the test, because the opportunity of the first test was provided free of charge by my school. I wanted to know the process of the test, so I took it without preparation. This led to a big difference in my scores between the two exams. I sent a lot of emails to ETS to explain this, but there was no response. I also made many phone calls to ask why my grades are being reviewed, but no one told me why. My school asked me to upload GRE test scores before November 20th. This test was my last chance and I have been preparing for it for a long time. I wonder if I can be assigned a problem analyst, thank you. I'm really anxious.

  Business Response

  Date: 11/04/2022

  Dear *********,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your October 22,2022, GRE General Test examination.
  
  We at ETS are highly committed to quality standards and fairness. After every test administration, we go to great lengths to ensure each test result we report is accurate and valid. All scores are placed on hold for the duration of the review. Most of these routine reviews are completed in about four weeks; however, in rare cases, the review can take longer.
  
  For the reasons stated above, your October 22, 2022, GRE General Test at-home scores are on hold because they are under administrative review. At the conclusion of our review, you will be notified if there are questions concerning your scores. Otherwise, your scores will be reported to you and to 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:11/02/2022

  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 my GRE exam on 09/15/22 and have yet to get my score back. I have called, left voicemails, sent emails and have gotten zero responses. No one can tell me what is going on with my test or cares enough to even tell me why its under review. Every single time I am able to get ahold of someone on the phone, they apparently contact whomever is reviewing my test and inform me that I will receive a correspondence or my score the following week. This never happens which shows their comfort with lying to test takers just to get them off the phone. This is the third GRE exam that I have taken with ETS and there has been an issue every single time. And I have taken each exam at a test center where they take your thumb print, government ID, and a picture. The first time I received significantly different scores from the computer and my final score. When I called, I was told there was no way to review it for correction. The second time my score was posted and then taken down for an administrative review with no explanation. This time, no one wants to give me any information and its going on 2 months. Their customer ********************** is horrible and give zero information. 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 would be shocked to know they have an internal process in place that details how long reviews should take because there is no way that as a business, they believe it is okay to take this long.

  Business Response

  Date: 11/04/2022

  Dear *************************************************************************** was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the GRE General Test that you had scheduled for September 15, 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 15,2022, 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
  

  Customer Answer

  Date: 11/04/2022

  [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 enough to me.
  
  Regards,
  
  ******************************

• Initial Complaint

  Date:11/02/2022

  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 recently took the GRE test. My personal information as shown below:Last name: KE First name: MA ETS ID: ******** Test date: Monday October 10, 2022 - 9:10 PM (CT)Appointment number: **************** I didn't see my official score after 20 days and didn't receive any email about it. After I call the ETS, they said my score in under administrative review and they can't give me details of why my score in under review.I tried to make many phone calls, but I couldn't get any reason or explanation. I'm quite angry cuz I have missed the application of a ***************. And then another master's application is approaching the deadline and I still don't know the details of why my score is being reviewed and the expected day of my score release day. It already delays my master's application and I need this score as soon as possible.

  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 test date.
  
  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 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
  
  

• Initial Complaint

  Date:11/02/2022

  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 an GRE exam on October 17th 2:10 ** at home and the result still not available. the status is blank. But until now I did not receive any email from ETS to tell me what is happening with my scores so I ask ***** the robot on your website and it said I'm under review. I emailed and called but no response. I waited over 30 minutes every day but no one answered the phone. As the deadlines of graduate programs are approaching, some are in November, I need to know what is going on with my score but I can reach no one from ETS. get it ASAP. any help would be appreciated.My ETS account is 6MF9DA88 and my email address is *****************

  Business Response

  Date: 11/03/2022

  Dear Ruoxi Li,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint concerning the GREGeneral **** you took on October 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 October 17, 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
  

• Initial Complaint

  Date:10/31/2022

  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 an online GRE test on Oct 7th but it says that my test result is now under administrator review. I called and emailed to ask the reason but get no valid response till today!!! I urgently need the score since my application deadline is in November!!! I feel so upset that I may have no university to apply only because the score is unavailable without a valid reason!!!(ETS ID: ********, DOB: 06/02/1999, email: ************** appointment #: ****************)

  Business Response

  Date: 11/01/2022

  Dear *******************,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint concerning the GREGeneral **** you took on October 7, 2022.
  
  The administrative review pertaining to your October 7, 2022 GRE General **** at-home scores is still underway.If you have not heard from us within one week, please contact the ****** of Testing Integrity at ************** or ************************************ for an update.
  
  The **** Security Analyst assigned to your case will be contacting you shortly regarding your October 7, 2022 GRE General **** at-home test administration.
  
  Sincerely,
  The ****** of **** Integrity
  Educational Testing Service
  

  Customer Answer

  Date: 11/08/2022

  
  Complaint: 18339518
  
  I am rejecting this response because:

  my problem still not solved. It's already been a week again, they still let me wait! I said my application DDL is just in November, it's really really urgent! They dont care at all!

  All my other materials are ready, however, my college application and my life will be ruined by this unjustified and endless administrative review!
  
   

  Business Response

  Date: 11/11/2022

  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 7, 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:10/31/2022

  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 gave the GRE exam on the 11th of September 2022 at home. It has been over 7 weeks and I'm yet to recieve my official scores in my ets account. 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. International calls are very expensive and I've wasted alot of time and money waiting for ets to send my gre scores. Ets said they would contact me within 5 weeks as my scores are in review but they haven't done till now which is quite frustrating. There is barely a monthly left now for me to submit my applications to the universities and I need a GRE score to be reported to the universities. Please help me out as this has caused alot of inconvenience for me the past two months.

  Business Response

  Date: 11/01/2022

  Dear ************************************************************************* was notified by the Better Business Bureau (BBB)that you submitted a complaint regarding the GRE General Test that you had scheduled for September 11, 2022.
  
  The administrative review pertaining to your September 11, 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 Analyst assigned to your case will be contacting you shortly regarding your September 11, 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: 11/02/2022

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I have observed that the scores have been released by the ets. But in my account it says that i don't have any reportable test scores at this time. What it means is that they haven't reported my test scores to the designated universities I had selected after giving the test. Please request ets to report my scores to the designated universities as it is still pending. 

  
  
  Regards,
  
  *****************************

  Customer Answer

  Date: 11/02/2022

  
  Complaint: 18338003
  
  I am rejecting this response because:  

  I have observed that the scores have been released by the ets. But in my account it says that i don't have any reportable test scores at this time. What it means is that they haven't reported my test scores to the designated universities I had selected after giving the test. Please request ets to report my scores to the designated universities as it is still pending. 

  
  

  
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 11/03/2022

  Customer was contacted 11/3 at 8:36 am and the test taker confirmed that they see the scores and the institutions that were requested.

• Initial Complaint

  Date:10/31/2022

  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 registered for a GRE General exam and paid USD ****** for it. It was a home edition and I took the test on the 3rd of October 2022 at 6:30 pm (****** time GMT+0). I logged in with the ******* that was supervising me during the exam, the check-up was made and everything was alright and the ******* said I was ready to begin the exam. However, when the ******* entered my test ID and password, they left and told me to click the launch exam button, but then the screen immediately said that the exam had been terminated due to security reasons. I told the *******, and they tried logging in again, but without success, we got a message saying "this exam has already been completed or terminated and cannot be reopened". The ******* told me there was nothing they could do and that I should contact ETS. I have sent an email but I did not yet obtain any answer. The checkup of the computer and environment was made by the ******* and everything was fine, therefore I don't understand why the program shut down my exam without any explanation or any option for free rescheduling. 28 days have passed and no one has tried to solve this problem. This is a very urgent matter, as I really need the exam scores to apply to a program. I would like to be refunded or, at least, be provided a free rescheduling of the exam as soon as possible.

  Business Response

  Date: 11/01/2022

  *************************************************************************************************** was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your October 3,2022, GRE General Test examination.
  
  The administrative review pertaining to your October 3, 2022, GRE General Test scores is still underway.
  
  The Test Security Analyst assigned to your case will contact you shortly regarding your October 3, 2022, GRE General Test at-home test administration. If you have not heard from us within one week, please contact the Office of Testing Integrity at ************** or ************************************ for an update.
  
  Regards,
  
  Office of Testing Integrity (OTI)
  Educational Testing Service