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:10/03/2022

  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 brother, *********************************, ETS ID 2VF5809G has taken the GRE exam on July 29th and hasn't heard his *** score yet. We have been emailing and calling ETS about this issue since the past month. They never respond to emails. Since he is in *****, he has sent a written authorization to ETS that I will speak on his behalf. There is hours of wait before I can catch hold of an agent on their customer ********************** line - and they keep routing me to an unknown extension where the call gets hung up. It is impossible to get hold of anyone from ETS. He needs to apply for schools soon. I have left numerous voicemails and emails since weeks and no-one has reached out to me at all. I would like it if someone looks into it and gives me a call @ *************** or send an email at **************************

  Business Response

  Date: 10/06/2022

  Dear *****************************,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your brother's July 29, 2022, GRE General Test examination.
  
  The Test Security Analyst assigned to your brother's case will be contacting him shortly regarding his July 29, 2022, GRE General Test at-home test administration.
  
  Regards,
  
  Office of Testing Integrity (OTI)
  Educational Testing Service
  

  Customer Answer

  Date: 10/07/2022

  
  Complaint: 18160285
  
  I am rejecting this response because:

  No-one has reached out to me yet, I tried calling ************** and have been on call waiting for an hour. The other day I got hold of an agent after half an hour of wait who told me their internet was down so he can't help me. I called this other number instead - ************ - where the agent said she can't give me any information about my brothers case since she needs a "verbal confirmation" by him (note that he has already sent a written confirmation at ************************************** She still refused to give me any information and told that my brother should call the office in ***** at *************. The line has no agents, just a recorded message that says the only way to reach out is by email. So basically the agents won't even talk to me even with a written authorization that I can talk on his behalf and there is no way for him to contact them from ***** to give a verbal authorization. 

  The agents that I have been able to get in touch with are not ready to help - not to mention super rude. And even after putting a complaint here - ***** has reached out to me via phone or email. This is not how a business should be run. I would like to be contacted back or I would like to be paid back for the inconvenience and the hours that I have wasted just trying to get in touch with someone. 

  
  I have already given details about his case. I need someone to look at the details of the case and reach out to me with the AWA ****************************************************************

  Business Response

  Date: 10/13/2022

  Dear *****************************,
  
  ETS was notified by the Better Business Bureau (BBB) that you rejected our response regarding your brother's July 29, 2022, GRE General Test.
  
  Our records indicate that the Test Security Analyst assigned to your brother's case sent a letter to him by e-mail on October 6, 2022.
  
  Privacy laws require that requests to update or release information of a personal nature (such as identification,address, designated institutions, and account history) come directly from the Test Taker only. Unfortunately, we cannot release any information about a Test Taker to relatives or friends. However, given your concerns, The Test Security Analyst assigned to your brother's case will be contacting him again shortly regarding his July 29, 2022, GRE ****************************
  
  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

• Initial Complaint

  Date:09/29/2022

  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 was scheduled to take the GRE at home test on July 16, 2022. On the day of the exam, the ******* attempted to launch the exam but the exam immediately terminated upon launch, and the ******* was unable to re-launch the exam. I contacted ETS, only to find out that the case was assigned to the office of testing integrity. They were unable to reschedule me within a 3 week window, so I paid for another exam on August 7th, which I took in person. The office of testing integrity claims that I had unauthorized software on my computer, which caused the exam to terminate. However, I used a personal computer with no remote softwares installed. The ******* had also checked my computer prior to the exam starting. ETS also refuses to provide information as to which software triggered the exam to terminate. I requested a refund, and ETS informed me that this case does not qualify. I have talked to multiple representatives from ETS's various departments, each of them providing me with different information, and this has been an extremely frustrating process. In addition, it takes extremely long to even get my calls through the office of testing integrity. It takes often 30minutes to more than an hour of wait time, and many of the representatives were quite rude. I am simply requesting a refund for the exam on July 16 that I was unable to take. The exam didn't even start. It is absolutely ridiculous that I paid 200 dollars for an exam that didn't launch, and they're refusing to refund me. This is not a small amount of money that ETS is refusing to refund. Please help me address this issue. Thank you.

  Business Response

  Date: 10/03/2022

  Dear *********************,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your July 16,2022, GRE General Test examination.
  
  We must strictly enforce the policies and procedures we have in place, as test security is critical to the GRE program.As indicated on the GRE General Test at-home website, test takers must follow all testing rules, including disabling any screen-sharing or remote-access software before testing. Otherwise, their examination or scores will be canceled without a refund. Please familiarize yourself with test procedures before taking any other tests administered by ETS and ensure you dont have any unauthorized software running on your device. Violation of test procedures may result in score cancellation, and repeated violations may result in your exclusion from future testing.
  
  Regards,
  
  Office of Testing Integrity (OTI)
  Educational Testing Service
  

  Customer Answer

  Date: 10/03/2022

  
  Complaint: 18147162
  
  I am rejecting this response because: I was fully familiar with the rules of the exam, and had checked my computer multiple times prior to starting the exam. It was a personal computer, and I created a fresh account with no softwares installed specifically for taking this exam. I want a refund for an exam that didnt even start. I should not have to pay for an exam that wasnt administered. 
  
  
  
  Regards,
  
  Jasmine ***

  Business Response

  Date: 10/06/2022

  Dear *********************,
  
  ETS was notified by the Better Business Bureau (BBB) that you rejected our answer concerning your July 16, 2022, at-home GRE General Test examination.
  
  Our records indicate the Test Security Specialist assigned to your case has emailed you a letter regarding the status of your July 16,2022, 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 (OTI)
  Educational Testing Service
  

  Customer Answer

  Date: 10/06/2022

  
  Complaint: 18147162
  
  I am rejecting this response because: The responses I have received from test taker advocacy are not at all helpful, since they just redirect me back to the office of testing integrity, and tell me to re-read their emails. I just want a refund for the GRE exam that I did not get to take. Also, every time I call the office of testing integrity, it puts me on hold for over an hour. I do not have hours of time every day during work hours to stay on the phone to wait. I am so sick and tired of being kicked around various departments and making no progress. Please resolve this asap, I am not accepting any of this ridiculousness as an answer. 
  
  
  Regards,
  
  *********************

  Business Response

  Date: 10/12/2022

  Dear *********************,
  
  ETS was notified by the Better Business Bureau (BBB) that you rejected our answer concerning your July 16, 2022, at-home GRE General Test examination.
  
  Your most recent comments reflect a high-level of disagreement about our policies and procedures. While our opinions about adhering to these policies and the resulting consequences may differ, we respect your right to your point of view.  All specific concerns related to Educational Testing Services'products and customer ********************** were previously addressed.  We are unable to be of further assistance regarding this matter
  
  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:09/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took a test and said results will be 4 weeks as I need to go abroad for my university I have missed the deadline because of them. they are saying its under review but the same issue had been with many people online when I researched on them.https://www.complaintsboard.com/educational-testing-service-ets-b120245

  Business Response

  Date: 09/29/2022

  Dear **************************************,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint concerning the ***** test you took on August 24, 2022.
  
  The **** Security Specialist assigned to your case will be contacting you shortly regarding your August 24, 2022 ***** iBT Home Edition test administration.
  
  Sincerely
  
  The ****** of **** Integrity
  Educational Testing Service
  

• Initial Complaint

  Date:09/27/2022

  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.

  My daughter must take the ParaPro Praxis test and pass with a certain score in order to keep her job in our state. We didn't know she could get accommodations so she took it the first time in May without accommodations and did not pass. It took me hours and hours and hours of phone calling, emailing and waiting to do it all again with our local ESD and ETS Disability Services. We got everything uploaded only to be told that the only way she could take the test for the coming 6 weeks (end June * July) was at home and she would not be able to have her granted accommodation of a human reader. Back to hours and hours and hours * finally, I called another local district and she was approved to take the test there. The district secretary set it up * no one at ETS helped me. Keep in mind that I am not the one with the disability. I am trying to help my daughter who would never have been able to conceptualize or manage this ridiculous process. She finally took the test in early August and missed the cut score by 1 point. We then tried to modify her accommodations to 100% extra time because she didn't finish 4 of the questions. This was the only difference in the accommodations requested. I am here now 7 weeks later with no testing site or secured accommodations for her to test. I have submitted everything AGAIN. Today I got a response asking for pieces that were attached! There's never an explanation. They just tell you to call a phone where you hold for 30 minutes to over an hour and then no one can help you anyway. My daughter is working as a sub making several dollars less per hour with no benefits. If she had actually been able to test again within 28 days with requested accommodations, she would likely have her secure full time job right now. I am 51 years old with a Master's Degree and I have been confused, infuriated and close to giving up. ETS knows they are the only game in town. This is a disgrace and heartbreaking for people with disabilities.

  Business Response

  Date: 09/29/2022

  *************************************** was contacted by phone and is aware that her daughters request is currently being reviewed.
  
  
  

  Customer Answer

  Date: 09/29/2022

  [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.
  

  I was contacted that my daughters file is being reviewed. I have been told that I will be contacted in three or four business days with a test location and date with supported accommodations. I will be reaching out directly to the supervisor at ETS or back to the BBB if I dont receive that confirmation.
  
  Regards,
  
  **************************************************

• Initial Complaint

  Date:09/26/2022

  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 had my toefl exam on sep4 and my results are not published yet , My university deadline is over , I called them so many times They said " if my result is not published even after Oct 4 then call us ,that's very not helpful to me I did no mistake in the exam , my scores are on hold and it's been 25 days ,I want the status of my scores, if I want to take a next step , I am struck at this ,this is so important to my future, already missed so many university deadlines because of the scores I cant keep ruining my future because of this and ets people are so careless regarding this ,they won't even reply to mails and they'll keep on hold if we call to them so please solve my issue . I WANT MY RESULTS ASAP PLEASE UNDERSTAND

  Business Response

  Date: 09/27/2022

  Dear *********************************
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint concerning the ***** test you took on September 4, 2022.
  
  Our records indicate the **** Security Analyst assigned to your case has emailed you a letter regarding the status of your September 4, 2022 ***** iBT Home Edition scores. Please make sure to read the letter and follow the instructions provided.
  
  Sincerely,
  
  The ****** of **** Integrity
  Educational Testing Service
  

  Customer Answer

  Date: 09/27/2022

  [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:09/25/2022

  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 test on July 7th, but after 11 weeks my score is still on hold. I called ETS every week, but the only answer I got is to wait. I totally understand that the review process needs time, but the review process should be 2-6 weeks, and I have no idea why it takes so long. My intention is not to complain about this, and I totally understand that ETS must be busy with review cases. The only thing I want to resolve is that I hope I can receive the decision quicker. I cannot wait for the score weeks after weeks without knowing exactly how longer it will be. No matter what the decision is, I can make a plan. I am applying for several graduate programs and some deadlines are coming soon (actually I already missed two of them because I do not have a GRE score to submit). Therefore, the longer the review process takes, the greater the negative impact it brings.I really hope ETS can finalize my review case as soon as possible. It has been 11 weeks since the test day (much longer than how long the review process should be), so I hope I can receive a decision as soon as possible. Thanks My ETS ID: ******** Test date: July 7th

  Business Response

  Date: 09/27/2022

  Dear *******************,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your July 7,2022, GRE General Test examination.
  
  The administrative review pertaining to your July 7, 2022, GRE General Test is still underway. Therefore, the Test Security Analyst assigned to your case will be contacting you shortly regarding your July 7, 2022, GRE General 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
  

• Initial Complaint

  Date:09/22/2022

  Type:Service or Repair 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 am filing this complaint mainly for the following three reasons. First, I took my GRE test in person, everything went smoothly, and I received my score within two weeks. HOWEVER, without notifying me, the GRE people secretly put my score under review. When I called them, none of them were able to provide me with a definite date of when the review process would begin. This makes it extremely hard for me to track and time the review process (which normally takes 4-6 weeks, but without knowing the start date, I cannot estimate the time remaining). Second, I was told by some agents to wait for 8 weeks, starting from my test date, so that the review time is approximately 6 weeks. Now it has been more than 8 weeks since my test date, when I called them last week, they asked me to wait 2 more weeks. When I called today, they still tell me to wait for another 2 weeks. So how am I supposed to believe them? No one can provide me with a definite answer. I am not complaining about the wait time, but just that no one knows the truth. Thirdly, the agent I called today has a terrible attitude. All she knows is to repeat "another two weeks", and "that's all the information I can provide". When I tried to ask for any additional details, she refuses. She even refused to give me her name or agent number so that I can file a compliant, and she hung up on me. In short, my score is under review for more than the expected time, and no one has been able to provide me with any reason for it. I have the patient call EST and wait for more than 30 minutes to talk to an agent, but the agent I encountered today does not seem to spare 3 minutes to talk to me. Everything is RIDICULOUS.

  Business Response

  Date: 09/23/2022

  Dear *******,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your July 25,2022, GRE General Test examination.
  
  The administrative review pertaining to your July 25, 2022 GRE General Test scores has been completed and your scores have been reported. Please log into your ETS account to view your scores.
  
  Regards,
  
  Office of Testing Integrity (OTI)
  Educational Testing Service

  Customer Answer

  Date: 09/23/2022

  [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,
  
  Kan Sun