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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

    • 2,454 total complaints in the last 3 years.
    • 439 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:01/29/2025

      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 am a ****************** student at ******************* in *****, **. I was advised to sign up for my Praxis core test in order to declare my major. I signed up for the test and started to take it when I was experiencing technical difficulties. The technician who was trying to help me resolve the issue to I could take the exam was unable to help so he just disconnected me. When I called, they said I would have to get a voucher and retake. Subsequently, the Governor put out a statement saying the core test was no longer required, and the University said now I only need the Praxis for Phys. *** ETS praxis has refused to let me apply the credit to the Phys Ed test and said I can only retake the core which is not needed by the state or the college and they have denied a full refund, claiming they will only refund 50% of the $150 I already paid. Both tests cost the same amount of money. They are ripping students off!

      Business Response

      Date: 01/31/2025

      Dear ***** L *****,

      ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your February 8, 2025, Praxis Core Combined (5752) examination.

      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:01/27/2025

      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.
      Dear BBB, I am writing this complaint letter to file a complaint about my decision to receive assistance during the ETS exam management period. The ***** IBT accused me of cheating on the exam without any evidence and cancelled my exam score, which I believe is unfair. I guarantee that I am fully committed to the testing regulations, and I believe that throughout the entire testing process, I have absolutely complied with the relevant rules and regulations, without any attempt to violate them, nor have I received any form of assistance. I urgently need my ***** iBT score, and the deadline for submitting my test results is too close. I have almost no time to take another exam, and if my ***** score is not restored, it will result in me having no school to attend. Therefore, I urgently request the restoration of my test results. My ETS ID is: ******** My full name is: *** **** My date of birth is: ********** My email address is: ***************** Best regards,

    • Initial Complaint

      Date:01/24/2025

      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.
      My daughter purchased the wrong tests for our state to take the testing for her teaching certificate. She called immediately to correct the problem and was told she would only receive 50% of the amount she paid! This is an unfair business practice, if someone purchases the completely wrong tests and they still make you pay 50%. Stealing money!!

      Business Response

      Date: 01/28/2025

      Dear *** *****, 

      ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the PRAXIS examinations. 

      Please be advised that 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. We cannot release any information about a test taker to relatives or friends. Please advise the test taker to contact Praxis Services directly concerning 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, 

      Praxis Services 
      Educational Testing Service 

    • Initial Complaint

      Date:01/24/2025

      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.
      Dear BBB,I am filing a complaint regarding the recent cancellation of my TOEFL scores by ETS. I believe this decision is unfair and has caused me significant *********** detailed information is below:ETS ID: ******** Appointment number:4586012240907031 Test date: December,21,2024 First name:******* Last name: Gu Date of birth: ************* Firstly, I come from a small town with limited access to high-quality ****************** My English proficiency, particularly in speaking, was self-taught using online resources. This has naturally led to discrepancies in my TOEFL section scores, as I focused more on listening and reading, where improvement was more achievable.Secondly, through dedicated preparation, I developed efficient strategies to quickly identify correct answers in listening and reading, which enhanced my performance in these sections. This was purely a result of diligent study and not an indication of any unethical behavior.Lastly, my TOEFL scores are essential for my graduate school application, which has a deadline in one week. Canceling my scores at this critical moment jeopardizes my academic future and is unjust.I request ETS to reconsider their decision and reinstate my scores promptly.Sincerely,******* **

    • Initial Complaint

      Date:01/23/2025

      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.
      The registration fee for each exam plus the express fee is as high as 2500 RMB, and taking the TOEFL exam twice already costs nearly 5000 RMB, which is not a small amount for my family. The official cancelled my grades without providing me with any evidence, and I have also had multiple phone conversations with the official, but have not been able to resolve the issue. I urgently need my exam results now, and I am still in the stage of applying for a graduate degree in the United States. I hope to recover my scores as soon as possible.

    • 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.

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

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