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

• 

  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

• 

  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

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:12/17/2024

  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 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.

• Initial Complaint

  Date:12/17/2024

  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 ***** ** and I am a student taking the on-site General GRE test at 10:00 am (Beijing time) on November 22, 2024 in University of Electronic Science and Technology of China - Computer Test. I feel deeply unfairly treated because ETS canceled my scores purely based on subjective judgment, despite the fact that I did not engage in any cheating behavior. The two reasons provided by ETS for canceling my scores are completely unreasonable. The first reason is “Inconsistent performance on the Verbal section, compared to your performance on the Writing section.” I did not prepare for the Writing section because I did not have any specific requirements for this part, which naturally led to my Verbal section score being higher than my Writing section score. There is no rule stating that my Verbal section score must match my Writing section score to be considered valid. The second reason, “An extremely unusual difference between your November 22, 2024 scores and those from the September 13, 2024 test date,” is even more confusing. To prepare for the GRE, I spent two months memorizing 500 GRE vocabulary words every day and underwent extensive training and preparation, which finally resulted in the progress I aimed for. However, ETS considers the progress I achieved through my hard work to be invalid. This behavior severely undermines my trust in ETS's fairness. I sincerely hope that ETS will determine the validity of my scores based on facts rather than subjective judgment and reinstate my scores. My information: ETS ID: ******** Appointment number: **************** Date of birth: ****/**/** Email address: **********@**.*** .Thank you again for you help!

• Initial Complaint

  Date:12/15/2024

  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 paid for a test and was scheduled to take it today (on a Sunday) but my account is locked and no one is available from the company to help me. Why offer tests on Sundays if you arent going to keep staff around to help people??? I ended up having to make a new account, pay ANOTHER $130 something dollars for a new test because no one at ETS will get back to me. This is ridiculous.

  Business Response

  Date: 12/16/2024

  Dear ******* ********,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your December 15, 2024, PRAXIS English to Speakers of Other Languages (5362) examination.
  
  We are sorry to learn you were unable to take the test as scheduled. Our records indicate that you had scheduled to take your Praxis English to Speakers of Other Languages (5362) test with Wheebox on December *******, at 03:00 PM EST. As is stated on the Praxis website at *************************************************************************************************************.
  
  You will have up to 12 minutes after your scheduled time to begin your check in. If you have not checked in by that time, your test will be canceled, and your fee will not be refunded.
  
  Once you complete your registration, you will receive a confirmation email containing a link. You will need to click on the link to connect with the *******. After following a few pre-exam instructions, the ******* connects to you.
  
  The candidate is ultimately responsible for showing up to the test with a functional piece of equipment, according to the Equipment and Environmental requirements for at-home testing on the PRAXIS website: *************************************************************************************************************.
  
  In extensively investigating your concerns, our records indicate that your examinations were canceled because you did not log in to begin the check in process and start your exam within 12 minutes of the test date and time you selected. Unfortunately, we are unable to comply with your request to reschedule a missed examination. In order to schedule a new appointment, it will be necessary to register and pay the full test fee.
  
  We sincerely apologize for the unavailability of support over the weekend.
  
  You do not have to wait 28 days after the test date to retake this test. If you need assistance with registering immediately, please contact Praxis Customer ********************** who can assist you with registering within 28 days of your initial test date. Press '0' twice to connect with a live agent after the recording.
  
  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:12/15/2024

  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 (computer-based) on November 30, 2024 in *******, *****,*****. I have taken the exam two times, and this time, I finally got satisfactory results, but I have not recieved any email regarding my official scores, and after asking the ** from the official website, I was told unofficially that it was reviewed by ETS. I really need this score because my graduate application deadline is December 15, and it is an emergent issue. I was confused about this review, because I did not have any improper behavior during the whole test. I did ask teachers for help, but it was technical problems, because I found that I did not have any idea about how to fill the blank about which college are you from, I studied in ****************** which is not on the list, that was the reason why I asked for help. And this happened after I saw my unofficial scores, so there was no improper behaviors during the test. And I can totally recall that I asked for same help when I took my second GRE test. I had prepared for GRE test for three months before I took the test, I devoted myself to learning and promoting the logic and ability, it is totally sensible for me to take the scores, which means the review is totally unnecessary and unfair. I respect your review system. But for someone like me who strictly adheres to the exam system, it is still unfair. I really feel depressed and angry about ETS and it is seriously affecting my mental state.

  Business Response

  Date: 12/30/2024

  Dear ***** **,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the delayed scores for your GRE General Test that you had scheduled for November 30, 2024.
  
  Our records show your scores are available to view in your online GRE account. We apologize for the delay.
  
  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:12/15/2024

  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.

  On November 30, 2024, I sat for the GRE computer-based test for the second time and achieved satisfactory results. Here is my test confimation information NEEA ID: ******** Chinese name: ? ?? First Name: ZICONG Last Name: **** Birthday: ********** Identification Number: ****************** ETS Registration Number: **************** Test Date and Time: ************:00:00 Must Arrive at Test Center no later than: ************:30:00 Test type: GRE General Test Test Center Code: STN80036A Test Center Name: ????****************** Test Center Address: ?????????24????????????311? . However, ETS canceled my scores due to an "extremely unusual difference" and "inconsistent performance" on the Verbal section compared to my previous attempt. I firmly deny any misconduct, as I strictly followed the GRE regulations and maintained discipline throughout the test under camera surveillance.I have been diligently studying over the past few months, particularly focusing on areas where I previously struggled, which accounts for the improvement in my score. I memorize over 300 words per day and completed more than 2000 practice questions to improve my skills. The reasons provided by ETS are vague and lack concrete evidence. Individual performance can fluctuate significantly due to preparation, familiarity with the test content, and personal growth. Punishing such improvement without solid proof undermines the integrity of the testing process and the hard work of students like **** respect the review system, but it is unfair to penalize someone who strictly adheres to the exam system. Comparing *** and Verbal scores is not justifiable, as they test different skills. Having different scores in these sections does not constitute proof of cheating. I am deeply distressed and angered by ETS's actions, which are seriously impacting my mental state. I earnestly implore you to release my scores as soon as possible and to address my request promptly.

• Initial Complaint

  Date:12/14/2024

  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 on November 23rd, 2024 - Accidentally cancelled my GRE scores (was confused by the question, thought it meant did I want to send the scores to the colleges ~ I wanted to see them before I did that. Also, why would anyone want to cancel the scores before they saw them? This seemed like a dumb option in the first place that had little explanation.)- I did not know I would not see my scores until about a week and a half to two weeks later.- I have been trying for the past week to get the scores.- I have emailed many people and been on a phone call (with a nice person but I could not really understand him)- They walked me through the steps to get my score back on the call, but there was something wrong with my ability to get my scores back.- They told me to email them a picture of my screen so they could see what was wrong. I did so and they said they would get back to me.- I got an email back to me today and they said they did not understand why I sent them this screenshot. Now I am back to square one.- I was ripped off in the first place to take the test ($200 compared to $60 for the SAT), but this was necessary for grad school. I took the test and now I cannot see my score. On top of that, they want me to pay somewhere between $20-$50 to get my scores now. You have nickled and dimed me everywhere.- They also said I would have to wait 3 weeks to get my scores. This is now on top of the time I have already spent trying to get my scores. Applications are due January 15th and I am running out of time to see my scores and to know if I should retake the test.

  Business Response

  Date: 12/16/2024

  Dear ******* ******,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your November 23, 2024, GRE General Test scores.
  
  At the end of the computer-delivered GRE General Test, candidates are given the option to report or cancel their test scores. If they select to report their scores, they will see unofficial scores for their examination's Verbal Reasoning and Quantitative Reasoning sections. After that, they are allowed to enter up to 4 designated score recipients. The first opportunity to add score recipients is given after candidates select to report or cancel their scores and also after they see unofficial scores. This is done so test takers can have their scores reported to themselves and see their unofficial scores without worrying that they will be forced to send their scores to institutions.
  
  We understand that a test taker's reaction to any issues encountered at a test center is personal, which is why the option to cancel scores is given at the conclusion of a test session. When you are given the option to opt to either report or cancel your scores, you must make a selection and then confirm that selection a second time. If you select to cancel your scores, a screen appears stating that "You have chosen to CANCEL your GRE General Test scores from this testing session. Your scores from all sections of this test will not become part of your reportable history". It also states that "This is your last chance to change your mind. Once canceled, scores can only be reinstated by sending a written request and associated fees to the GRE Program within 60 days of your test date". Our records indicate that you selected to cancel your scores and then also confirmed that you wanted your scores canceled when the screen came up with the statement mentioned below.
  
  Information regarding canceling and reinstating test scores is made available to candidates on the computer at the test center and listed on our website and in the GRE Information Bulletin for candidates to review prior to testing.
  
  Because you selected and confirmed that you wanted to cancel your test scores, the only way to reinstate them would be to make a score reinstatement and pay the applicable reinstatement fees. The fee to reinstate your test scores is US $50.00. Unfortunately, we are unable to comply with your request to waive the applicable score reinstatement fees.
  
   If you decide to reinstate your November 23, 2024, GRE General Test scores, you can make the request online by using the following instructions:
  
   - Log into your online ETS account and select the "View All My Tests" link under the Upcoming Tests section.
  
   - From the drop down menu, select to show your past tests.
  
   - You will then see your test information for your November 23, 2024, test date and will select the "Reinstate Scores" link under the Actions/Score Status column.
  
   Again, we apologize that we are unable to comply with 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 Service
  

• Initial Complaint

  Date:12/13/2024

  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 was defrauded of money, time, and opportunity by this scam business. A quick, cursory ****** search will yield you THOUSANDS of results of people describing the EXACT same scam, treatment, and fraud. This company has already been sanctioned by the ************************ for unfair practices, and they're stealing millions of dollars from STUDENTS. There is absolutely no way this should be allowed to continue in the ************************. This company is perfectly exemplary of the pervasive culture of rot that is allowed to flourish at the expense of hard working young Americans trying to make a better life for themselves, only to be fleeced by criminal graft and tossed aside like refuse. It's absolutely disgusting. The CEO of this company should be in jail.

  Business Response

  Date: 12/16/2024

  Dear **** *****,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your December 13, 2024, GRE examination.
  
  We are sorry to learn that you were unable to complete the test on December 13, 2024 as scheduled. The result of our investigation 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

• Initial Complaint

  Date:12/12/2024

  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.

  Request for Immediate Resolution of Delayed Scores – ETS ID: ********
  
  Dear BBB,
  
  I am writing to file a claim against ETS (Educational Testing Service) regarding the delay in providing my test scores. Below are my test details for reference:
  
  ETS ID: ********
  First Name: ****
  Last Name* ***
  Date of Birth: **********
  Gender: Female
  Appointment Number: ****************
  Test Date and Time: Monday, December 2, 2024, at 1:00 PM (CT)
  
  I took the test as scheduled and adhered to all rules and requirements. However, as of now, my scores have not been released, causing significant inconvenience and uncertainty for my academic and professional plans.
  
  The delay in scores is affecting my application process, where deadlines are critical. I am therefore seeking BBB's assistance in resolving this issue and ensuring ETS provides my scores immediately.
  
  I request that ETS release my scores promptly or provide a clear explanation for the delay, along with a timeline for resolution.
  
  Thank you for your assistance in this matter. I hope for a swift resolution.
  
  Sincerely,
  **** *** **********************

• Initial Complaint

  Date:12/11/2024

  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 ***** online exam on December 4. I downloaded the test software, tested my internet connection, camera, and microphoneall of which were working correctly. Before the exam, the ******* thoroughly inspected my surroundings, and the entire exam process was conducted fairly, justly, and transparently.Recently, I received two emails from ETS regarding my test: one on December 7, stating that my speaking responses did not reflect original and independent work; and another on December 10, declaring that I was banned from taking future ETS exams and that my scores had been canceled. The reason for the cancellation was described as because your Speaking response did not reflect your own original and independent work. (Was this conclusion based on a robotic review?).When I emailed ETS again to explain my situation, the response I received was: ********** conducts an extensive review on all parts of the exam administration. The ultimate decision regarding what happens to a score is based on our review, policies, and *************** are the facts I want to clarify:1.I was the only person in my house taking the test.2.The entire exam was monitored by a *******.3.I completed all parts of the exam on ********* internet, video, and audio equipment were all functioning normally.Furthermore, on platforms such as ******* and Redbook, countless students have reported not receiving their results. Is this issue on our side?My appeal is as follows:1.I request the restoration of my test scores.2.If the scores cannot be restored, I demand a clear explanation for the cancellation, along with evidence such as images, videos, and a detailed explanation.

• Initial Complaint

  Date:12/10/2024

  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.

  Dear Officer, My name is ******* ****, and my TOEFL iBT test is on Dec4, 2024. My ets id is ******** and my appointment number is ****************. I received an email stating that my scores could not be reported because my Speaking response did not reflect original work. I believe this is a misunderstanding. During the test, after I had completed the Speaking section and started the Writing section, I encountered a problem with the keyboard. The cable was too short to use comfortably. The proctor noticed the issue and kindly assisted me by troubleshooting and restarting the system. After the system was restarted, I found myself back at the fourth question of the Speaking section, which I had already completed. I followed the instructions and answered it again. This system interruption was obviously not my fault. I want to assure you that all my responses were entirely my own and I did not engage in any form of cheating. I prepared for this exam for three months and am very serious about my studies. There is no evidence to suggest that I engaged in any dishonest behavior. I have worked hard for three months to prepare, and if my scores are not submitted, it will jeopardize my applications. It is unfair that my scores are being cancelled, especially since I worked hard to prepare. If my scores continue to be cancelled without proper justification, I will have no choice but to consider legal action to resolve this matter. I urgently request that my TOEFL scores be released as soon as possible, as I need them for my applications. Cancelling my scores without a valid reason will significantly impact my future.