Business Profile
Educational Consultant
Educational Testing Service (ETS)Headquarters
This business is NOT BBB Accredited.
Find BBB Accredited Businesses in Educational Consultant.
Complaints
This profile includes complaints for Educational Testing Service (ETS)'s headquarters and its corporate-owned locations. To view all corporate locations, see
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 ComplaintThe 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:12/24/2024
Type:Customer Service IssuesStatus: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 BBB Compliance Office,
I hope this email finds you well.
I am writing to inquire about the status of my GRE exam score from ETS. My exam was scheduled on December 15th, at 12 PM CET, with the appointment number ****************.
It seems that my exam score is currently on hold, as the status is marked as "Checked in" but remains otherwise blank. I have not received any notification or explanation regarding the reason for the hold, the current status, or the next steps. Additionally, I previously sent an email requesting clarification, but I have yet to receive a response.
Given that several application deadlines are approaching, I kindly request an update on when I can expect to receive my score.
Thank you for your attention to this matter. I look forward to your response.
Best regards,
****** **Initial Complaint
Date:12/23/2024
Type:Customer Service IssuesStatus: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 three tests this week. During the second test, the morning of December 21 my test was ended unexpectedly. There has been no explanation. No resolution. There has not been one american that I have spoken to in the past 6 calls nor proctoring the exam. This morning alone I've talked to 4 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. I will not stand for this and I am looking to take legal action. Come watch me in my classroom, that is the true test.Business Response
Date: 12/30/2024
Dear ******* *****,
ETS was notified by the
Better Business Bureau (BBB) that you submitted a complaint regarding your
testing experience for the at-home Praxis Fundamental Subjects: Content
Knowledge (5511) test, which you took on December 21, 2024.
Our records indicate
that our office has recently been in contact with you regarding the query of
technical issues of your December 21, 2024, Praxis Test. Communication has been
sent to the email 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:12/22/2024
Type:Billing IssuesStatus: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.
They deducted $872.15 for somwthing Im not aware of & didnt order!!Business Response
Date: 12/30/2024
Dear ********* *****,
ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding a refund request.
After a thorough review,we were unable to locate any accounts under your name or email ID with ********************. We have sent an email to you directly.
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: 12/31/2024
Complaint: 22720681
I am rejecting this response because: they took over $800 from our bank acct. They could try ***** or ****** ***** since that was the debit card it came from!
Regards,
********* *****Business Response
Date: 01/06/2025
Dear ********* *****,
ETS was notified by the Better Business Bureau (BBB) that you rejected our answer concerning your refund request.
As previously outlined,following a careful investigation, we were unable to find any ETS accounts associated with your name or email address.
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:12/21/2024
Type:Product IssuesStatus: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.
One Ameriacan website( ************************************) has for a long time and many times transferred the GRE examination questions copyrighted by ETS to the website for students to use for payment, to achieve the purpose of illegal profit. ETS expressly prohibits any organization or individual from republishing or disseminating test questions. Therefore: This action is a serious violation of GRE's test confidentiality agreement and a violation of ETS's test ************ a student prepared GRE, I have the right to uphold the fairness and impartiality of GRE test. Thus I have written at least 5 letters to ETS to complain this illegal website, related evidences are also included in the letters. However, no action was taken by ETS, they choose to be silent and indifferent. So far, this website is still in operation and illegal behavior is till ongoing.I really wish you could urge and demand ETS to take action to tackle this issue to guarantee students' rights and interests.Business Response
Date: 12/26/2024
Dear ******** ****,
ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding a website that contains secure GRE General Test information.
Your concern has been referred to the appropriate internal department for further investigation.Please visit our website for the steps ETS takes regarding Prevention of Fraudulent Activity: ****************************************************************************************************************************
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: 12/28/2024
Complaint: 22717462
I am rejecting this response because:
I need the actual investigation result and see what they have done to the illegal website and how to punish its illegal behaviors.
Regards,
******** ****Business Response
Date: 01/03/2025
Dear ******** ****,
ETS was notified by the Better Business Bureau (BBB) that you rejected our answer concerning your GRE issue.
As previously mentioned,this issue has already been escalated to the relevant department, and our dedicated team is actively monitoring the situation to ensure that all necessary steps are taken to resolve it. We will not be privy to the results of their investigation.
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 ServiceInitial Complaint
Date:12/20/2024
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I took GRE exam today for the first time and ******* informed me that can send 4 free reports from my home PC if do within 24 hours. Location: *******, **. But it seems the information provided by ******* is wrong and I can't send 4 free reports. I enquired the GRE official email but they haven't shown support to resolve the problem. The only reply I receive is I need to pay. If ******* tells me something in the exam hall, I will believe it. So I believed that I can send 4 scores from home. I have faith ETS can solve this issue amicably and prevent such misunderstanding from happening in the future.Incident: 241219-001451 (Support ticket number)GRE Test Appointment Test Name: GRE General Test Test Date and Time: Dec 19, 2024 - 10:45 AM Test Center: ****************************** #1 Test Center Address: ************************************************************************************************************************************ Appointment Number: #****************Business Response
Date: 12/26/2024
Dear ****** ********,
ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the scores of the GRE General Test that you took on December 19, 2024.
Our records indicate that our office has recently been in contact with you regarding the query of Free ASR of your December 19, 2024, GRE General Test. Communication has been sent to the email associated with your GRE account.
Thank you for granting us the opportunity to provide clarification regarding your complaint with the Better Business Bureau. We wish you continued success in your educational endeavors.
Regards,
GRE Services
Educational Testing Service.Customer Answer
Date: 12/26/2024
[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:12/18/2024
Type:Delivery IssuesStatus: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 wanted to order a GRE score report to be sent to the ********************************* (Code: 4852). Instead, the ETS site shows it is sending the report to ************************** (Code: 2074). This score report costs $35. I have already sent my score report to **************************, so clearly this is a mistake. I contacted ETS customer support but received no help (Incident ID: **************. There are 3 simple ways that this issue can be resolved:1) Correct the existing order and send it to the right institution (*********************************)2) Make a new order to send a score report to the right institution 3) Give me a fee waiver so I can make a new order to the correct institution without paying an additional $35 Customer ********************** did not help with pursuing any of those solutions.Business Response
Date: 12/26/2024
Dear ***** *******,
ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the additional score report order placed through your GRE account.
As stated in the GRE Information Bulletin, once an order is placed, it cannot be canceled, changed,or refunded. We always advise test takers to carefully review their orders before proceeding to checkout. Our records indicate that, you selected to send your scores to ************************** (2074) on December 18, 2024, but did not specify a department name and code. You also placed an order to send scores to the ********************************* (4852) on December 21, 2024.
Unfortunately, we are unable to issue a refund as the scores were reported for the ************************** (2074) on December 19, 2024 as per your request.
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 ServiceInitial Complaint
Date:12/17/2024
Type:Product IssuesStatus: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.
Praxis test for social studies taken on Dec 14, 2024, and paid $65 to take the test. Took a home test one month prior and had no issues. I took this social studies test at home with the same computer as the first test with neither adding nor deleting anything from my computer. I go through the check-in process with no problems and the proctor starts my test. I get to question 10 and a termination message comes on the screen and the proctor is just as shocked as I am. He
tells me he cannot restart the test to exit out the browser and call the website number on Monday which I do. I ask for an explanation of what happen as well as an investigation. The next day I get an email stating I had unauthorized software on my screen during testing which not only did I not, but I was screen sharing the entire time so the proctor would have seen if something was opened on my screen. I told the investigation team I wanted to see proof and wanted to know what exactly was running and was told it was confidential. I then asked how something could be running on the screen and not be caught in the security check the first time since I did the same exact check in process with the same exact computer the month previous which the investigator responded they still had proof from their software system that I was at fault. Another email then comes to me stating when software is unauthorized then the test will not begin and automatically shut off so then my next question was then why was I kicked off when I was already on question 10 of my test? No response to answer that other than they are not looking into my complaint any longer, I cannot appeal anything, and no refund will be provided. After speaking to several other people in a social media group, 12 other people who took a test that same weekend had the EXACT SAME PROBLEM! How can ETS be the only platform for these tests to become a teacher when the company is so crooked? I'm asking for a voucher to retake the exam in less than 28 daysInitial Complaint
Date:12/17/2024
Type:Service or Repair IssuesStatus: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.
Registered for the GRE exam on December 15, 2024, after several months of preparation, at a cost of $220. Due to the unavailability of test center dates in Atlanta for several months, I opted for the at-home test option.
On the day of the exam, I made sure to follow all the necessary guidelines for the at-home GRE. I completed all the required checks with the proctor, including showing him all the applications running on my computer and going through the ETS security browser checks, which are mandatory before starting the exam. However, as soon as the proctor initiated the exam, a pop-up notification appeared, stating something like "due to a security issue, your exam has been terminated," and I was immediately kicked out. The proctor attempted to restart the test, but it was locked, my scores were canceled, and I have been banned to schedule another test for 21 days.
The proctor informed me that there appeared to be an unexpected issue and advised me to contact support for a rescheduled test. When I reached out to support, I was told that I had been flagged for allegedly using unauthorized software, such as Teams or Zoom, during the exam. I assure you that I did not have any unauthorized software running during the test, and this can be verified by the proctoring video.
Despite my explanation and the available video evidence, the support team has refused to investigate further and has determined that I was at fault. This has resulted in my inability to meet critical application deadlines for the colleges I was hoping to attend. I strongly believe that a fair and thorough review of this situation will demonstrate my innocence, and I am requesting a rescheduled exam as soon as possible. ETS ID : *******. Appointment Number: #****************.Initial Complaint
Date:12/17/2024
Type:Product IssuesStatus: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 am writing regarding the ***** test I took on December 7, 2024. I appreciate your explanation in the [Incident: 241217-003376]; however, I remain deeply dissatisfied with both the circumstances of the test and the outcome of my complaint.The issue I faceddistractions caused by other test takers playing their recordings at high volumesignificantly impeded my ability to focus on the Reading section, leading to a score of 18/30. This result is inconsistent with my scores on other sections: 25/30 in Listening, 24/30 in Speaking, and 25/30 in Writing. These scores clearly reflect my actual English proficiency and highlight that my Reading section performance was an outlier due to the disrupted testing environment.I understand that background noise is expected in a group setting, but the high volume of recordings went far beyond what I would consider a standard testing environment. Unfortunately, during the test, I was unable to promptly bring this to the attention of the test administrator due to concern for my already limited time and focus.Given the unusual testing conditions and how they directly impacted my results, I kindly re-request ETS to reconsider my situation and allow me an opportunity to retake the test free of charge or at a reduced fee. I strongly believe this request is reasonable, as it would allow me to achieve a fair and accurate representation of my abilities.Business Response
Date: 12/18/2024
Dear Abdoulsalam ***** *****,
ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your December 7, 2024, TOEFL examination.
We are sorry to learn the noise issues faced by you on the test day at the test center. The result of our investigation has been sent to the email 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: 12/22/2024
Complaint: 22699897
I am rejecting this response because it is unfair to me and doesn't consider my circumstances
Regards,
Abdoulsalam ***** *****Business Response
Date: 12/30/2024
Dear Abdoulsalam ***** *****,
ETS was notified by the Better Business Bureau (BBB) that you rejected our answer concerning your December 7, 2024, TOEFL iBT examination.
Test center administrators take great care to provide the best possible environment for the examinees that test at their centers and adhere to our standard testing procedures and requirements. Please familiarize yourself with test procedures before taking any other tests administered by ETS and ensure you have utilized the headphones equipped at the test center. Prior to the start of the examination, we suggest to candidates that if they feel they may be distracted by other candidates who are also testing, they strongly consider wearing their headphones throughout the entire testing session. Please note that the exam is administered in a group setting, and headphones are distributed to minimize noise distraction. In addition, test centers have been equipped with earplugs,if requested.
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.Initial Complaint
Date:12/17/2024
Type:Service or Repair IssuesStatus: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 paid $160 to take a Praxis test, which as a single mom of 3 kids isn't taken lightly., and right around Christmas time when I could have used that money. I paid the fee to take the test as I am creating a better future for myself and my kids.
On dec 15th 2024 i took the test at home, my comptuer passed ALL requirements and I remained on camera for the two hours i was into the test. no issues, i was abiding by their rules. there was a system issue that said it was shutting down for "Security concerns" ??? two hours into a test that i was practically done with. [93 questions, 3 constructed and I was finishing up the constructed response]. I did not open any new windows on my computer, or change anything, so I don't see how I am being penalized. The proctor told me to re-open the test, and i could resume. Nope. Didn't work.
Furthermore, the proctor barely spoke English, could hardly understand them. They THEN told me to CALL ETS/Praxis and that they would re-schedule my test. RESCHEDULE MY TEST. I told the proctor i wasnt comfortable with this, I was highly upset and wanted confirmation that i was rescheduling. They refused.
I called the number, and they then tell me they have no resolution for me and I have to "wait around".... wow after explaining to them i am a low income single mom, i worked my BUTT off for this exam. I also asked the representative to provide me with my score, afterall, it is MY test I paid for. Why do I not own the test that I PAID FOR?
After this experience which was really upsetting, I googled it for other peoples experience. i am not the only one. this is a scam. DO NOT USE THEIR ONLINE SYSTEM. in my opinion this is a form of fraud. hope you enjoy taking a single moms money.
Educational Testing Service (ETS) is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.