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:01/08/2025

  Type:Billing 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.

  On 1/7/2025 I registered for the Praxis 5572 text for $133 to take place at 0900 on 1/17/2025. However, I found that I actually needed to do the $150 Praxis 5752 test instead. I contacted customer support several times. Representatives were rude and not clear to understand. Eventually, on 1/8/2025, I was finally able to speak with a supervisor. I told them all I was wanting to do was get a credit/refund of my initial purchase, so that I could then be able to pay for the 5752 test I needed. It was at this point that the supervisor informed me that without my knowledge, they would only be able to issue a 50% refund, and that I'd need to wait until 3 days before my test. I informed them that it was not stated anywhere that was their policy. After directing me to it's location, the policy that states this is buried in their website. Considering it was less than 24 hours of the test being registered, there is no reason that I should be penalized 50% of my expense, when I have to pay another $150 for the one I need, and they get paid for the 5572 test by my university later when I go to take that one then. This is extremely malicious and manipulative, and not done in good faith.

  Business Response

  Date: 01/10/2025

  Dear ******** * ********,
  
  ETS was notified by the
  Better Business Bureau (BBB) that you submitted a complaint regarding a refund
  for the incorrect test registration on January 7, 2025.
  
  As stated on the Praxis
  information bulletin, we are unable to provide a full refund if you cancel the
  test. You must cancel your test at least 3 days before the test date or your
  fees will be forfeited. If you cancel your original test by the appropriate
  deadline, you may be eligible for a refund of 50 percent of your test fees.
  
  When a candidate
  registers for an examination, they must manually select that they agree to the
  policies set forth on the Praxis website and in the Praxis Information
  Bulletin, specifically those concerning test administration, payment of fees,
  the reporting of scores, the confidentiality of test questions and the
  reschedule, cancel policies including the ID requirements. 
  
  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

  Customer Answer

  Date: 01/14/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  This business practice is in bad faith, malicious, and borderline theft. ETS is refusing to take culpability for this and prey upon individuals with no recourse other than to use their system. It is obvious they have no intention of acknowledging their malignant practice, and will do nothing to change procedure to operate in good faith, while also stating that they have no intention of investigating their own system regarding processing payments or management of funds, particularly when I explained my financial institution has documented proof on how their system processes transactions. Further, their staff performed in an unprofessional manner while also not providing accurate documentation of interactions due to they were unable to actually efficiently communicate or understand the information I presented. No response required or wanted at this time, as the only thing I would request is for an investigation be launched by outside parties into ETS practices. No not contact again please.
  
  
  
  Regards,
  
  
  ******** ********

  Business Response

  Date: 01/15/2025

  Dear ******** *********
  
  ETS was notified by the Better Business Bureau (BBB) that you
  rejected our answer concerning a refund for the incorrect test registration on
  January 7, 2025.

  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 service
  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,
  
  Praxis Services
  Educational Testing Service

• Initial Complaint

  Date:01/07/2025

  Type:Sales and Advertising 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 take GRE test in December 28. They promise me 10days to report the score but now they tell me to wait 10 days more. My application is January 8 and now I can not get that score which means my whole application season is screwed up. I keep tracking why my score can not reported but within a week no one reply me. I write email to them everyday but no one reply. Just now I call them they tell me I need wait 10 days more. If I wait 10days more is meaningless. I need my score now just like they promise me.

  Business Response

  Date: 01/08/2025

  Dear **** *** ***,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your December 28, 2024 GRE General test scores.
  
  Your test scores from December 28, 2024, have been reinstated. Please visit ************************************************************************************* and log in to your ETS account to view and print your test scores.
  
  Please accept our apologies for the delay in reporting 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:01/06/2025

  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 took the GRE test January 6, 2024, after I completed the test I should have had access to unofficial verbal reasoning and quantitative scores, however instead the system asked me to either forward the scores to a university or cancel it. I did not want to send the scores since this was my fiesty time taking the test, but I was at no point provided my preliminary scores which I was supposed to receive. The excuses given when I called customer service was that I was supposed to select sending my scores and THEN I was supposed to be given access to the scores but none of that was provided to me. Now ETS is telling me I have to pay $50 again to just see my scores, this is highly unethical and should not be alllowed.

  Business Response

  Date: 01/09/2025

  Dear ******** *******,
  
  ETS was notified by the
  Better Business Bureau (BBB) that you submitted a complaint regarding the GRE
  General Test that you took January 6, 2025.
  
  Our records indicate
  that our office has recently been in contact with you regarding the score
  status of your January 6, 2025, GRE General Test.
  
  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: 01/13/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The system at no point made test takers aware that the preliminary scores would only be shown to the test taker AFTER they selected "submit scores", if a test taker was taking the test for the first time, they most likely were not going to send the scores to the schools, but rather wanted to see the scores first. It is not intuitive to expect to be shown the preliminary scores only after hitting the "submit the scores" button. Furthermore, at no point was there a second screen that informed the test taker of the fact that canceling the scores the scores would not be visible. 

  If that were the case and your system was not flawed why are there  2,397 total complaints listed against Educational Testing Service (ETS) over the last three years. Most of the concerning the scores, instead of fixing your flawed system, you knowingly use it to charge an additional $50 from STUDENTS that have no choice but take a test to get into schools, it is unethical and I think ETS should not be allowed to be the testing center for the GRE. 

  I am still waiting for my scores, so what you are telling me is that I have NO way to get my scores I paid $250 for unless I pay $50. Unethical! 

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

  Business Response

  Date: 01/14/2025

  Dear I******* ********
  
  ETS was notified by the Better Business Bureau (BBB) that you
  rejected our answer concerning your January 6, 2025, GRE General Test scores.
  
  Please be advised that the GRE Information Bulletin outlines the
  policies and procedures related to score reporting, including the steps for
  canceling or reinstating scores. We aim to ensure that this information is
  accessible and transparent to all test takers. Specifically, test takers are
  informed that, at the end of the test, you are provided the option to view
  (report) or cancel your scores. If you choose to view your scores, they will be
  automatically submitted to ETS for reporting and will only be sent to
  universities if test takers choose to do so. This information is available in
  GRE information bulletin at ****************,
  page :14.
  
  If you cancel your scores, they are not available for review or
  reporting to any recipients unless reinstated within the 60-day period, as
  specified in the bulletin.
  
  The Reinstate fee is required to cover the administrative costs
  associated with processing score reinstatements. Our records confirm that you
  opted to reinstate them. They will be reinstated and reported approximately two
  weeks after your request.
  
  During the registration process, candidates must agree to abide by
  the policies outlined on the GRE website and in the GRE Information Bulletin.
  This includes policies on test administration, payment of fees, score
  reporting, confidentiality of test questions, and rescheduling or cancellation
  procedures.
  
  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:01/06/2025

  Type:Sales and Advertising 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.

  My name is ******* ********. My date of birth is 11/6/1960. My ETS ID is ********. My phone number is ###-###-####. I'm in the U.S. in ********.
  
  I was taking the Teaching Reading: Elementary (****) today 12/28/24 starting at 8:00 am. My test was terminated suddenly for security reasons.
  
  This happened at about 9 am. The proctor sat with me as I contacted ETS on ###-###-#### and within 15 minutes reached technical support for ETS who indicated I had the McAfee Virus Protection application running in the background. I explained that I used the same computer a few months ago to take another Praxis exam and this wasn't an issue. In addition, the Home Test Checklist I ran through the day prior and with the proctor on 12/28/24 cleared me to take my exam- not referring in any way to the need for me to take any further actions.
  
  Today 1/6/24 I received an upsetting Email stating that on 12/28/24 I’d had unauthorized software operating in the background and that the use of screen-sharing or remote access software was prohibited with a warning suggesting that could suggest that my actions were deliberate as “repeated violations” would result in score cancellation or worse.
  
  I had neither screen-sharing nor remote access software running in the background on my testing computer as the recording of my test session on 12/28/24 indicates.
  
  Praxis exams are a necessary and stressful part of becoming a certified teacher. They are made even more so by getting an email suggesting-in a permanent record- suggests I may have been dishonest. I’m requesting that the Home Test Checklist include an additional item that clearly states other possible issues that might prevent a test taker from successfully completing a test to help avoid what happened to me happening to anyone else. I would also respectfully request I receive a refund for my test as I had neither screen sharing nor remote access software running in my background while testing.

• Initial Complaint

  Date:01/05/2025

  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.

  URGENT: Request for GRE retake voucher at no additional charge Dear BBB Officer,My ETS ID is ******** and my appointment number is #******************* GRE general test was scheduled last Friday January 3rd but due to technical difficulties at check in, I could not take the test. Since then, I have contacted ETS GRE numerous times by emaisl, calls, and chats and they have been giving me the run around.First, they stated that the test was still reflecting on my GRE so I had to wait for 24 to 48 hours for it to clear. Then, they requested that I provided explicit details about the nature of the technical difficulties I encountered at check in. Last they have now communicated that I must wait for 7 to 10 business days for them to investigate this matter.I have explained tothem times without number that I need a GRE retake voucher so I can reschedule the test in person as soon as possible. Since all my application deadlines are coming up this week. I have also informed them that my application would not be considered with the GRE score. In vain. I have implored them countless times to expedite my case. All to no avail. All of my cries, imploring and begging fell on deaf ears.Oh BBB Officer, please HELP!!!I need the GRE retake voucher NOW so I can reschedule my GRE test and communicate the score to my schools by the end of next week.Thank you for your assistance regarding this matter.I hope for a swift resolution.Sincerely,**

  Business Response

  Date: 01/06/2025

  Dear Njegne *****,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the GRE General Test that you took January 3, 2025.
  
  Our records indicate that our office has recently been in contact with you regarding the status of your January 3, 2025, GRE General Test.
  
  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:01/04/2025

  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.

  Dear officer, My name is ******* ***** and I took the GRE test on December *******. And my Appointment number is: ****************, My email is:*****************************. I'm told by ets that it's under administrative review.I passed all the tests and took the exam under the instructions of the invigilator without breaking any exam rules. So far I have called five times to gretests asking, but have net received any responses. On top of that, my application deadlines for **********************, ******************* are strictly on January 7th. Missing this deadline means forcing me to give up my dream school. It is surprising that self-disciplined candidates, who put a lot of effort into the exam, should suffer long delays. I would like ETS to speed up my case's processing as fast as possible. I hope the review officer can help me.Finally, wishing you and those around you a prosperous New Year. Looking forward to your reply.Sincerely,******* *****

• Initial Complaint

  Date:01/03/2025

  Type:Delivery 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.

  Dear Officer, My name is ****** *****, I took my GRE exam (appointment number: ****************) on July 20th online using the ETS website. On August 29th, I requested that my GRE scores be sent to the ********************************************************** (order number: ********). I contacted the university in September to check the status of my application for the Fall semester, but I found out that the university did not receive my scores. In the following weeks, I had several calls with people from the admissions office and an ETS representative to rectify the issue. On one call with the ETS **** i was instructed to forward them an email from the university requesting my scores. I did what was asked, and ETS looked into it and responded with an email saying that my scores had been sent and that I needed to contact the university. After several more calls with admissions, my scores had still not been received, and I elected to place another order on December 20th (order number: ********) and have my scores be resent, hoping that it would work. It's now Jan 3rd, and my scores have still not been received by the university. In a last attempt to figure out the issue, I, along with an admissions officer, contacted ETS on a 3-way call. During the call, when we attempted to gain some clarity on the issue, we were hung up on when the ETS officer realized that he couldn't provide any answers. This happened not once but twice on two separate calls. I am disappointed with the lack of professionalism and accountability by the ETS officer. With the admission deadline for the spring semester 4 days away, I am very worried that this will delay my application and cause me to miss the admission deadline. I would appreciate it if someone could help me resolve this issue immediately. I appreciate your consideration in this matter.

  Business Response

  Date: 01/07/2025

  Dear ****** *****,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the scores from your July 20, 2024, GRE **************************** which need to be sent to your university.
  
  Please be advised that the scores were already sent to ********************** Global Campus (5804) on August 29, 2024 and December 23, 2024. This University will receive the scores from GRE via ETS Data Manager. Our records indicate that this institution has access to the ETS Data Manager and can view your score report online.
  
  When contacting the institution, please provide your registration number and the exact same name that appears on your score report (used while testing). Minor name discrepancies can cause delays in matching your score report to your application.
  
  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:01/03/2025

  Type:Sales and Advertising 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.

  On 2nd January 2025, around 5 pm, I had used the ETS service to schedule a GRE test. However, upon payment, the website threw a blank page with no sign of the order, even though the amount was already deducted from my bank account. I have filed a complaint and sent a mail stating the details. I would like a refund of the amount as soon as possible.

  Business Response

  Date: 01/06/2025

  Dear Jaiyashree ************* **********,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your GRE failed order placed on January 2, 2025.
  
  Our records show that a refund for a failed order placed on January 2, 2025, has already been processed by ETS. A refund in the amount of INR ******** has been issued to your credit/debit card. Please allow approximately five business days for the refund to process and reflect on the bank statement for your card.
  
  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:01/01/2025

  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 signed up for a test necessary for my educator licensing in Indiana. The secure at home option best fit my schedule, and I followed all checklists and guidelines to prepare for the registered test day. The day of the test, a new portal was not accessible on my computer despite previously approved checks. It took 2 hours with a person in a call-center with little knowledge and speaking in a hard to understand foreign tongue to finally get my test up and running on a different computer. Several checsk were done and the proctor opened the exam. I was already frazzled after the two hours of trying to get things working. I got the last portion of the exam and a pop-up box appeared stating that my test was being terminated. There was no explanation or concer or information about next steps. I was just told to call a generic number the following day to learn more. Several days later, I finall got a response saying the test was under review and I would need to wait 1-2 weeks ot learn more. I have not idea how my scores will be reported, when I can retest (assuming I will have too since my exam was not finished at the time) or any idea on what a refund might look like. No one can answer these questions and you just get transferred around the company - feels like a racket - a very unfortunate racket as people using htis service are taking this exam for licensing and typically have a very serious time crunch.

• Initial Complaint

  Date:01/01/2025

  Type:Order 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.

  My name is ** *****, ETS ID ********. I am appealing the cancellation of my December 13, 2024 GRE scores. ETS cited two reasons: the disparity between my writing score and other sections, and the improvement from my November scores. I believe my results are valid and supported by evidence.
  
  The lower writing score reflects my actual ability. My master’s applications to Singapore and Hong Kong prioritize overall GRE scores, so I focused on verbal and quantitative preparation and neglected writing. This aligns with my October IELTS scores: 8.5 in Listening, 8.0 in Reading, but only 6.0 in Writing. Both tests confirm writing as my weaker area, accurately reflected in my GRE results.
  
  The score improvement between November and December resulted from intensive preparation. My first GRE attempt was exploratory, and I ended it early due to inadequate preparation. Afterward, I completed over 9,000 practice questions and spent 75+ hours on bbgre.com (with documented records for two weeks, and much more in total). This preparation led to logical and evidence-based improvement.
  
  I understand ETS’s commitment to fairness but question the lack of transparency in this decision. Cancelling scores due to improvement disregards genuine effort. I followed all rules at the offline ETS test center, and this cancellation makes me question whether ETS’s principles of fairness and integrity were upheld. I welcome further review, including gaze tracking or other data, to verify my results.
  
  As my master’s applications depend on these scores, I urgently request their reinstatement. Supporting evidence is attached, and I am available for further inquiries. Thank you for your understanding.
  
  Kind regards,
  ** *****
  January 01 2025