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.

close

Find a Location

Educational Testing Service (ETS) has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:12/09/2024

  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 Elementary Social Studies Praxis subtest (5004) on November 23, 2024 and still have not received my official score. My unofficial score was passing and after 2.5 weeks I still have not received them when I normally receive my official scores after a couple days. When I look on my account it says, Please contact ETS at ************** to obtain information on your delayed score report.When calling, inform the customer ********************** representative that your Praxis scores are not available to access on your account. I called and they said it could take up to two more weeks. I need my scores to start my student teaching on this Wednesday (12/11/24). I will be EXTREMELY disappointed if I do not get to start because of this.

  Business Response

  Date: 12/13/2024

  Dear ******* C *******,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your November 23, 2024, ********************* Social Studies (5004)Praxis test scores.
  
  Please accept our apologies for the delay in reporting your test scores.
  
  Our records indicate that your test day scores are now available and can be accessed through your online ETS account. Please visit ********************************************************************************************** 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,
  
  Praxis Services
  Educational Testing Service

• Initial Complaint

  Date:12/09/2024

  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.

  Hello, On Dec. 9, 2024, I attempted to take the PRAXIS 5001 ******************** test administered by ETS. I had followed all of ETS's instructions including running the online "Systems Check" to make sure my laptop was compatible for the test. The day before and the day of the test, ETS's system communicated that my laptop passed the system's checks, including: necessary wifi/internet speed, camera and microphone.However, the day of the test, the ******* stated that my video continued to freeze and terminated my test. When I asked for documentation about our correspondence and ETS's reasoning for terminating my test, he "Salam" stated that he/they could not provide documentation. I have been preparing for this test the last month and intensively this weekend. I have children and was unable to spend time with them because I had to study for the Praxis test and get the testing room clean and ready according to ETS's instructions. I also had to buy a new laptop, dry erase board, dry erase markers and an eraser in preparation for the test. In addition, I had to miss a day of work to take this test, for which I need this certification. Without this certification, I will lose my job and ability to pay for my life.

  Business Response

  Date: 12/13/2024

  Dear ******** ******,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your December 9, 2024, Praxis Elementary Education:Multiple Subjects (5001) examination.
  
  We are sorry to learn you were unable to start the test as scheduled. As indicated on the Praxis website at: *************************************************************************************, test takers are instructed to run a final equipment check and fix any issues before you attempt to check in for your test. All issues must be resolved before your appointment time. Test takers are responsible for ensuring they have a stable internet connection and sufficient memory on their computer to take the Praxis tests.
  
  After investigating your case, we determined that your Internet connection was slow.  This caused your camera to freeze. The ******* asked you to use a different internet connection.
  
  Additionally, we advise you to meet the equipment and environment requirements as stated on the PRAXIS website at *************************************************************************************************. The minimum upload/download speed is 3 Mbps or above. Our records indicate that your download speed was recorded as 0.24 Mbps.
  
  The equipment you attempted to test with did not meet the technical specifications listed on the Praxis website. Unfortunately, we are unable to comply with your request to issue a refund or a free reschedule.
  
  In order to schedule a new appointment, it will be necessary to register and pay the full test fee. We regret that we are unable to comply with your request for a free reschedule.
  
  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.
  
  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:12/05/2024

  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.

  To whom it may concern,I hope everything is going well. I have recently taken GRE on November 21st, 2024. According to ETS, the scores will be available within 6-10 days, but unfortunately my scores are still not available until now without receiving any emails regarding the delay. My friend had the test on the same day and he got his score on the 9th day.I have contacted the test integrity office multiple times, and they said my test is under administrative review. Each time I called, they asked me to wait for 5 or 6 days even though multiple days have passed since I last called. This has been significantly impacting my applications since most of them were due on 12/02. I have been frustrated for the past weeks, and I really hope you could help to expedite the process. I still have deadlines to make and the consequences could be very impactful to me. Best,Summer

• Initial Complaint

  Date:12/04/2024

  Type:Customer Service 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.

  November ******* ******dollar They cancel my toefl score without any visible and convincing evidence I want to restore my scores and know the explanation

• Initial Complaint

  Date:12/04/2024

  Type:Customer Service 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.

  I took the Nov 15th 2024 GRE exam but still can not view my score. This is because I have two accounts linked to one email, and I can not log in to the one that can view the score. I have already contacted ETS through chat, phone, and email multiple times over the past two weeks, but the problem remains unresolved. This delay is causing significant inconvenience, as I need my scores for upcoming applications.

  Business Response

  Date: 12/11/2024

  Dear *** **,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your November 15, 2024, GRE examination.
  
  Our records indicate you have created multiple GRE accounts under your name. The request to merge accounts is completed and detailed information has been sent to the to the email address associated with your GRE account..
  
  Please be advised the scores for your test date November 15, 2024 have been reported and are currently accessible through your online ETS account. Please visit ********************************************************************************************** log in to your ETS account to view 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.

  Customer Answer

  Date: 12/11/2024

  [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:12/03/2024

  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 a Praxis test to be an educator on 11/27/24. I studied for months and paid $150. At the end of the test you can submit the test or cancel. I know with certainty I did not hit cancel, why would I after studying for months and finishing a test. I know i submitted. I also feel this is very wrong if you could even potentially accidently hit cancel (which i know I did not) why would it not say something like are you sure you would like to cancel this test! I feel very wronged by this and have found many people online write about the same thing happening. I now have to wait 28 more days to take again and it is very possible I may not even graduate on time now. I feel somehow the system made an error that I will now pay for in many ways and I do not feel it is right. As it appears the whole test is just gone I would at least like my money back as well as an apology for this happening and for anyone else a safeguard in place so this couldn't happen to others.

  Business Response

  Date: 12/11/2024

  Dear ***** M ********,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your November 27, 2024, PRAXIS Program examination.
  
  Please note that our records indicate there is no appointment scheduled for you on November 27, 2024. However, we have found that you took the PRAXIS Elementary *** Three Subject Bundle: Math, SS, Sci (5901) test on November 30, 2024. We are sorry to hear that your scores have been cancelled.
  
  According to our records, you were presented with the following information at the conclusion of the test:
  Report or Cancel Scores
  
  You will now be given the option to either have your scores reported from this session or to cancel them. You should consider very carefully before deciding to cancel your scores.
  
  If you decide to cancel your scores, no scores from this test session will be reported to you or to any institution/agency.
  
  Click Continue to go on.
  
  You selected Continue. Then, you were presented with the following options; you selected the cancel option as shown below and selected OK to confirm your selection.
  
  I want to have my scores reported. I understand that choosing this option will cause my scores to be reported to me and any institutions/agencies that I have chosen as score recipients for this test administration.
  
  I want to cancel my scores. I understand that if I cancel my scores, they will not be reported to me or any institution/agency and that I am not entitled to a refund of my test fee.
  
  Then,the following screen was displayed:
  
  ATTENTION!
   PLEASE READ CAREFULLY
  
  Please confirm your selection.
  
  You have chosen to CANCEL your scores.
  
  Canceled scores CANNOT be accessed and WILL NOT be reported to you or to any designated score recipients.
  
  Canceled scores CANNOT be retrieved and CANNOT be reinstated.
  
  If you cancel your scores, you are not entitled to a refund of your test fee.
  
  Please select Cancel Scores to confirm your decision.
  
  Please select Report Scores if you have decided to report your scores.
  
  Note: If you do not select either Report Scores or Cancel Scores on this screen, your scores will be reported to you and your designated score recipients.
  
  Our records confirm that you selected the Cancel Scores option again. As a result, the score was canceled, the unofficial score did not display, and the test ended.
  
  Given your concerns, we reviewed your Examinee Performance Report (EPR), which records all system events in a testing session. According to your EPR, you selected to cancel your scores and then also confirmed that you wanted your scores canceled. You made the original selection to cancel your scores in 3 seconds. The second selection to confirm the cancellation of scores was also made in another 3 seconds.
  
  We confirmed that all the instructions necessary to successfully complete this exam were provided. Unfortunately, therefore, this issue is considered to be a candidate error.
  
  We understand that it was not your intention to cancel the score. However, as described on the testing screens, on our website, and in the Praxis Information Bulletin at ***************************************************************************************************************************************************************************************************************************** cannot be reinstated on your record once they have been canceled.
  
  While we sympathize with your circumstances, we regret that we are unable to comply with your request for a refund.
  
  In order to schedule a new appointment, it will be necessary to register and pay the full test fee.
  
  Please be informed that, as per our policy, you must wait 28 days after the test date to retake this test. The 28-day waiting period is a way of ensuring the security of the test and minimizing the possibility of a test taker earning a score on the test due to having had prior experience with that same test version during previous administration. If you violate this restriction, the scores from your retest will not be reported, and your test fees will not be refunded. This applies even if you cancelled your scores on a test taken previously.
  
  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:12/03/2024

  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 hope this message finds you well. I am writing to formally request clarification and reevaluation regarding the cancellation of my GRE score due to a discrepancy between my photos and documents, which has led to accusations of cheating and a one-year ban from ************************* name is ***** *** ****. I took the GRE exam on November 8, 2024, at ********************* in *******. My ETS Registration number is **************** My NEEA ID is 71780896.During the exam, I followed all the rules and regulations meticulously. The photo for my exam was taken by the *******, and I was only allowed to proceed once my identity was verified. I assure you that the individual in the photos is indeed me.This accusation is absolutely unjust, and I am confident that there has been a misunderstanding. After doing some research online, I wonder if this issue arose because I registered for the test in both ********* and *******, which might have raised suspicion of impersonation. However, I want to emphasize that I took all these exams myself. I am from ********* and stayed there during the summer, so I took a test in *********. Now, I am studying in *******, which is why I registered for the test there as well.All my exams were taken in person, and the accusation of photo and document inconsistency is completely unfounded. I sincerely request ETS to re-check the matter. My photos and documents are absolutely consistent, and it was unquestionably me who took the tests. If necessary, I can provide proof, such as flight or train tickets from ********* to *******, my residence proof in *********, and my enrollment proof in ********** my application for graduate schools depends on my GRE score, I respectfully request your prompt assistance in resolving this matter. Your help would be invaluable to me at this stage, and I sincerely appreciate your understanding and reconsideration.Thank you very much for your attention to this issue. I look forward to your response.

• Initial Complaint

  Date:12/02/2024

  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.

  My ETS ID is ********. I am writing to formally express my frustration and disappointment regarding the score reporting for my GRE test on November 20. To my shock, after few days and until now I haven't get any score reports from ETS and there's not any email that noticing me that my score is under reviewed, apart from this I have attempted to contact ETS by phone multiple times, but the calls were unsuccessful. Additionally, I am confused as to why my scores are under review, as I took the test in a physical test center and have not received any communication from ETS regarding this ********* graduate program requires me to submit my scores by December 6, and this delay caused by ETS may result in me missing the application deadline and losing the opportunity for urge you to assign a representative to contact me via email as soon as possible to resolve this issue and expedite the release of my score report. This delay and lack of communication are highly disappointing and have caused me significant inconvenience. I believe it is imperative for ETS to ensure that scores accurately reflect test-takers' abilities, especially when so much is at stake for our academic futures.Please inform me of the necessary steps to initiate this review, including any fees that may be involved. I sincerely hope for a prompt response to address my concerns.Thank you for your attention to this matter.

  Business Response

  Date: 12/12/2024

  Dear Ziyi Zou,

  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your November 20, 2024 GRE General Test 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.
  
  The administrative review pertaining to your November 20, 2024 GRE General Test scores has been completed. Our records indicate that your scores are now available. Please log into your account to view them.
  
  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:12/01/2024

  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.

  Hello, this is ***** ***, a TOEFL test-taker. My ID number is *********, my ETS ID is 13FHD77G, and my date of birth is ****************. My appointment number is 7451 1102 4061 1018. I am as a consumer to express serious concerns and protect my rights regarding an issue with my TOEFL exam results.I took my TOEFL exam on October 30, 2024, at 11:30 AM. On November 5, I was delighted to receive my test results. However, on November 7, I was shocked to receive a notification stating that my scores had been canceled, and I was banned from testing further. The reason cited was an allegation of receiving improper assistance during the exam.I want to firmly state that I adhered to all the testing protocols during my exam.1.I prepared for the test thoroughly and followed all exam-day procedures, including security checks.2.There were no issues reported during the proctoring of my exam, and my scores were released without incident.3.The exam environment and computer setup fully complied with ETS's requirements, and I did not use remote assistance, plugins, or any other prohibited tools.If there were any such violations, I believe the proctoring process would have flagged them immediately, and my scores would not have been *********** scores were canceled, and I was banned without any concrete evidence provided by ETS.This decision undermines my rights as a test-taker and damages ETSs reputation for fairness and reliability.This issue has had a severe impact on my application process, as deadlines for fall recruitment are rapidly approaching.I am requesting ETS to:******** my appeal with fairness and transparency.2.Provide clear evidence if there are valid concerns regarding my exam.3.Reinstate my scores promptly if no evidence is provided.If this matter is not resolved soon, I will have no choice but to take legal action to protect my rights.Hope the BBB (Better Business Bureau) can coordinate to help solve it.CaoXinyi

• Initial Complaint

  Date:11/29/2024

  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.

  My name is *** ***** **** (ETS ID: *********, and I took the GRE test on November 21, 2024, at 09:30 AM. I am writing with urgency regarding the unfair review of my GRE test on October 25, 2024 (Appointment Number: 7485511243170491).I have faced a long-standing review without any clear reason provided, despite taking the test in a secure environment, complying with all protocols, and following every rule strictly. I was told to wait up to another 2 weeks, making it 30 days after the test date, for the release of my score. While I have already filled in all my score recipients after the exam, this extended timeline is particularly concerning as it exceeds the deadlines for my graduate school applications, and I have not received a clear explanation for this delay. I am deeply frustrated and disheartened. As a disciplined and hardworking test-taker, I followed all the regulations, yet I feel my treatment has been both unfair and arbitrary. My repeated inquiries have only elicited impersonal, template responses, offering no transparency regarding the process or any timeline for resolution. This uncertainty is weighing heavily on my mental well-being and jeopardizing the application deadlines for my dream graduate school. As a first-generation college student who has worked tirelessly to reach this point, I now face delaysthrough no fault of my ownthat could undermine months or even years of effort. While ETS claims to uphold principles of integrity and fairness, my experience suggests otherwise. I respectfully and urgently request the prompt release of my scores. Thank you for your attention to this matter.

  Business Response

  Date: 12/04/2024

  Dear *** ***** Chow,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your November 21, 2024 GRE General Test 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.
  
  The administrative review pertaining to your November 21, 2024 GRE General Test scores has been completed. Our records indicate that your scores are now available. Please log into your account to view them.
  
  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