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 (ETS)

  225 Phillips Blvd Ewing, NJ 08618-1426

• 

  Electro Tech Systems

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

• 

  ETS Educational Testing Service

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

• 

  Educational Testing Service

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

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:01/20/2025

  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 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:

  UnansweredMore 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 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:

  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 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:

  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 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:

  UnansweredMore 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 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: **********@**.***

• Initial Complaint

  Date:01/15/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 am writing to formally lodge a complaint regarding the cancellation of my GRE scores, which I find both unjust and detrimental to my academic and professional plans. I took the GRE exam on January 5, 2025, and received an email a few days later stating that my scores had been canceled due to similarities in the writing section with other test-takers. I am deeply concerned and skeptical about this decision.
  
  Firstly, I would like to assert that the writing section of the exam was entirely my own work, reflecting my personal understanding and expression. I am willing to provide additional evidence to substantiate this claim. However, despite my efforts to communicate with ETS via email, explaining my situation and requesting a review of the decision, I have yet to receive any response. As a test-taker and a consumer, I believe I have the right to clear communication and a timely resolution. The lack of response from ETS is not only frustrating but also infringes upon my rights as a consumer.
  
  Secondly, this issue is of utmost urgency as the canceled scores are critical for my school applications. My application deadline is January 20, 2025, which is rapidly approaching. The cancellation of my scores without a proper explanation or resolution is causing significant stress and could severely impact my academic future.
  
  I urge ETS to prioritize this matter and provide a prompt and fair resolution. I request a thorough review of my case and a detailed explanation of the findings that led to the score cancellation. Additionally, I seek assurance that my rights as a consumer are respected and that I will be kept informed throughout the process.

• Initial Complaint

  Date:01/14/2025

  Type:Product 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.

  First at all, I am 27 years old and currently living in Peru, I need to get a test to apply to a researcher program in United States of America. Then, in January 04, I bought two TOEFL tests with some coupon discounts using the ETS website for a total cost of 392 USD. However, when I was checking my profile at ETS website, I saw that only one test was processed and registered by the amount of 196 USD. However, the receipt received by the company as well as my bank account are showed that the total amount subtracted was 392 USD. Therefore, I sent many messages to TOEFL email address without any logical response. Furthermore, in the process I received many vacillate and unless answer using the email, but using the phone number of the company I talked with many disrespectfully people, where treated me without any care and hung out the conversation without any resolution of my problem. Moreover, I want to highlight that this company has received many negatives reviews and it's involved in many complain cases because has an awful and unscrupulous customer attention. Please, I want some help because this was a scam and they stole my money due are reamining witouth any recognition of my second test in the website.

  Business Response

  Date: 01/16/2025

  Dear **** ********* *****,
  
  ETS was notified by the
  Better Business Bureau (BBB) that you submitted a complaint regarding a double
  charge that occurred on January 4, 2025, when you registered for a TOEFL iBT
  test.
  
  We have looked into your
  concern and sent the results of our investigation to the email address
  associated with your TOEFL 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,
  
  TOEFL Services
  Educational Testing
  Service

  Customer Answer

  Date: 01/22/2025

  [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:01/12/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 January 7th. On today I received an email being told that my score was canceled. Based on the notification I received, you believe that I may have received improper assistance during the exam process, which has left me very confused and angry.I strictly followed all of the examiner's requests during the security screening portion of the exam. In addition, the examiner did not question me in any way during the entire examination. I also did not have any network problems during the exam. I strictly followed the exam requirements throughout the exam and I did not even take a break to avoid any unnecessary misunderstandings. I would like to know what behavior of mine has caused you to misunderstand and make such allegations against **** took the test very seriously and was well prepared to apply to schools. The deadline for me to submit my scores was on January 20th, so I was very anxious. Since the cancelation of the scores will have a significant impact on my application, I respectfully request that you review them.

• Initial Complaint

  Date:01/09/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 am writing to formally file a complaint against Educational Testing Service (ETS) concerning the unjust cancellation of my TOEFL iBT® scores from the test I took on January 4, 2025. ETS has claimed that I had someone else appear for the test on my behalf, without providing any concrete evidence to support this accusation.
  
  I have already contacted ETS directly, asserting that I completed the test on my own and requesting clear evidence of their claim. However, ETS has refused to provide any such evidence and has simply upheld their decision without offering any transparent justification.
  
  The cancellation of my scores is severely impacting my ability to apply to universities in the United States, and this issue requires urgent resolution. Despite my repeated requests for evidence and a fair review of my case, ETS has been unresponsive and uncooperative.
  
  As a consumer, I believe I am entitled to a fair process and transparent communication, which has not been provided by ETS. Therefore, I am seeking assistance from the Better Business Bureau® to investigate this matter and help facilitate a resolution.
  
  Thank you for your time and attention to this complaint. I look forward to your assistance in resolving this issue.

• Initial Complaint

  Date:01/09/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  It seems we have reached another level of fraud. I had an at-home GRE on January 2. I logged in 10 min earlier and did exactly word for word what my instructor said. During the process, an error message popped up in the ETS browser during the system check, but she said to ignore it and continue. The moment the exam started, it was closed. I didn't know what happened. Again she instructed me to repeat the whole process, but my exam was FAILED! Due to disregard of the error message.
  Then she said there was no need to worry and that I should contact ETS for rescheduling and keep repeating this to finish the call sooner. I knew she was screwing up at my expense! And ETS does not accept their instructor's responsibility. So, the ETS instructor gave the wrong instructions, failed my exam, and lied to me, and it was all on me. Shame on you who feed on poor international students' money and put big titles on your social media.