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

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

• 

  Educational Testing Service (ETS)

  225 Phillips Blvd Ewing, NJ 08618-1426

• 

  ETS Educational Testing Service

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

• 

  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: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

• Initial Complaint

  Date:11/26/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $156.00 for test # 5205, Teaching Reading. I was scheduled to take the test November 25, 2024, at 8:30 a.m. I tried as much as I could to access the test at my scheduled time. I was not able to access the test. I called customer service immediately to get help with accessing the test, just a few minutes after 8:30, when I realized I couldn't get into the test. I spent about one hour with customer service on the phone yesterday morning and was also talking to someone in the chat to get help with accessing the test. I was not able to access the test at all, because the link expired quickly. I asked them to administer another test for me with another link. They told me to register again and pay for the test again. "I already paid full price, I said, and I didn't get what I paid for." Clear directions about how to access the test on testing day was what was needed. I told them that they need to write clear directions for people, with steps 1-5, for example, explaining specifically how to access the test on testing day. I would like to take the test that I have already paid full price for, without having to pay again.

  Business Response

  Date: 12/06/2024

  Dear ********* * ********,

  According to our records, you were contact via email on November 29, 2024, and your case was resolved to your satisfaction.

  Sincerely,

  Praxis Services

  Customer Answer

  Date: 12/07/2024

  [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:11/26/2024

  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.

  Dear ETS Support Team,I hope this message finds you well. My Email address is ******************** while the appointment number is ****************.I am writing to express my concern regarding the delayed release of my GRE Home Edition score for the exam I took on November 15, 2024, at 9:00 PM (PT). It has now been eleven days since my exam, and I have not yet received my scores, which has caused me considerable anxiety. I am told by ETS that it is under administrative review, I passed all the tests and took the exam under instructions of the invigilator without breaking any exam rules.I must send my results to the master's school before December 7, while I am now in LA to finish my pre-master program, otherwise I will not be able to enter. Missing this deadline means forcing me to give up my dream school, and maybe I have to return my country to re-apply the master program, while my apartment and car will need to be transferred that may cost my some money and ******** is suprising 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,******* ***

  Business Response

  Date: 12/03/2024

  Dear ******* ***,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your November 15, 2024 GRE General Test at-home examination.
  
  We at ETS are highly committed to quality standards and fairness.After every test administration, we go to great lengths to ensure each test result we report is accurate and valid. All scores are placed on hold for the duration of the Review.  Most of these routine reviews are completed in about four weeks, however, in rare cases, the review can take longer.
  
  For the reasons stated above, your November 15, 2024 GRE General Test at-home scores are on hold because they are under administrative review. At the conclusion of our review, you will be notified if there are questions concerning your scores.  Otherwise, your scores will be reported to you and to institutions you have designated to receive reports.  We sincerely regret any inconvenience that you may experience, and we hope you understand these measures are necessary to ensure the validity and fairness of the GRE scores for all test takers.
  
  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:11/26/2024

  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.

  Test Taker Name:***** ** Appointment Number:2039410240541263 Test Date/Time:Wednesday, October 16, 2024, 11:10 AM Location:Online At Home Provider:Meazure Learning Date of birth:********** ETS ID:43FH8BC6 In the October 16 test, ets canceled my test score without any evidence. The reasons were: Exact or near agreement between your responses and the responses of other test takers to the questions on the operational Reading or Listening sections of the test and,Inconsistent performance on the operational Reading or Listening test sections, compared with your performance on the operational Speaking section of the test. First of all, I checked the best score and found that the reading and listening scores were *****. At such a high level, you can get up to two wrong questions per project. Since the reading and listening questions are multiple choice questions, it is completely reasonable and without any problem that a large number of candidates make mistakes on this question because of the difficulty of a certain question. Secondly, my oral score is ************************************* my country, when the sum of reading and listening scores of at least 60% of candidates is 56, the oral score is 23 points or below. Both of ETS's reasons for canceling my grades were unfounded and completely unreasonable. This is a serious violation of my consumer rights. When I contact ETS by phone, the ETS operator just mechanically repeats the number I have already called. Is it true that once I have called, I cannot call again? This service attitude made me very angry, I sent at least 4 emails but received no reply. I am a high school student who is due to apply to college in 7 days if I revoke my grades for these two unfounded and unreasonable reasons. It would have a devastating effect on my future. I ask that if ETS cancels my scores for these two completely unreasonable reasons, then please restore my scores immediately. Because my college applications are due in a week

  Business Response

  Date: 12/04/2024

  Dear ***** **,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your October 16, 2024 TOEFL iBT Home Edition examination.
  
  The Test Security Analyst assigned to your case will be contacting you shortly regarding your October 16, 2024 TOEFL iBT Home Edition examination 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,
  Office of Testing Integrity (OTI)
  Educational Testing Service

• Initial Complaint

  Date:11/25/2024

  Type:Billing 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.

  On January 3rd 2023, I rescheduled a test with this company. The receipt says the total amount was $196.00 USD, which included a $40.00 dollar rescheduling fee. Later, my credit card statement showed two charges of $40.00 dollars, which then my bank kindly refunded me for the extra money ETS charged me. Following that, ETS charged me again, for no reason, and my outstanding balance with them is showing that I owe $70.00 dollars. I contacted them via email, and phone, and attempted to resolve the issue, but found myself on a loop where their emails asked me to contact them by phone, and then after explaining for hours on the phone I would be requested to contact them via email again. The issue had never been solved which is forcing me to file this complaint.

  Business Response

  Date: 12/11/2024

  Dear
  ******* ******* *******,
  
  ETS
  was notified by the Better Business Bureau (BBB) that you submitted a complaint
  concerning the outstanding balance reflecting in your Praxis account.
  
  We have
  looked into your concern and sent the results of our investigation to the email
  address associated with your Praxis account.
  
  Thank
  you for granting us the opportunity to provide clarification regarding your
  complaint with the Better Business Bureau. We wish you continued success in
  your educational endeavors.
  
  Regards,
  
  Praxis
  Services
  Educational
  Testing Service

  Customer Answer

  Date: 12/12/2024

  [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. They have also reached out to me personally and resolved the problem with the balance in my account. 
  
  
  
  Regards,
  
  
  ******* ******* *******

• Initial Complaint

  Date:11/22/2024

  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.

  On November 20, 2024, I took the ***** exam with the appointment number ****************. I downloaded all the required software and completed all the necessary tests, ensuring that my equipment, environment, and network were functioning correctly. Everything was confirmed to be in good condition. Before the exam, I cooperated fully with the ******* to conduct a strict inspection of my testing environment, and no issues were raised. I successfully completed the exam on that day.However, I received an email from ETS stating that my score could not be uploaded because "you may have received assistance during the test administration." I would like to know what kind of assistance you believe I received.I was the only person at home during the exam.The entire test was proctored one-on-one by a live *******.I completed all sections of the exam on time.All my devices, network, and environment were functioning normally.If any of my actions during the exam raised suspicion, why was I not immediately notified and given the chance to clarify during the test? I have been preparing for this exam for a long time with great effort and dedication, strictly following all the rules and completing the test seriously. To accuse me of receiving assistance is deeply disrespectful to the hard work and integrity of test-takers like **** was taking the exam alone at home, and there was absolutely no one who could have provided any assistance. Any further delays in resolving this matter may jeopardize my admissions process, causing significant emotional and financial consequences. I genuinely do not have the time to wait for another exam, another score.I kindly request review my case and reinstate my ***** scores. I trust in the fairness and integrity of ETS and hope for a resolution that respects the principles of justice and transparency.

  Business Response

  Date: 12/12/2024

  Dear Shibo Kou,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your November 20, 2024 ***** iBTHome Edition examination. 
  
  Our records indicate the Test Security Analyst assigned to your case has emailed you a letter regarding the status of your November 20, 2024 ***** iBT Home Edition examination scores. Please understand that your case was reviewed and your scores were canceled due to a breach of exam procedures and policies. Therefore, the decision in the letter that you have received stands. We must strictly enforce the policies and procedures we have in place as test security is very important to the ***** program.  As indicated on the ***** website, test takers are to follow all testing rules.Otherwise, scores are cancelled without a refund. Please familiarize yourself with test procedures before taking any other tests administered by ETS. Violation of test procedures may result in score cancellation, and repeated violations may result in your exclusion from future testing. There is no refund, voucher or retest option applicable to your case. It is every test takers responsibility to read the policies prior to testing.
  
  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:11/22/2024

  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.

  Dear BBB,
  
  My name is ******* ****.I am writing to appeal the cancellation of my TOEFL Home Edition test scores from November 18th. I was informed on November 20th that my scores were withheld due to alleged speaking similarity, which is completely unjustified.
  
  I can affirm with absolute certainty that I completed the entire test on my own, adhering strictly to the TOEFL official policies and procedures. During the test, I was in a quiet, isolated room with no distractions or external assistance. I used only the permitted materials and equipment, and followed every instruction given by the proctor.
  
  The claim of speaking similarity is baseless. I prepared for the speaking section independently, drawing from my own knowledge, experiences, and study materials. According to the official TOEFL policy, scores should only be cancelled when there is clear evidence of cheating or violation of test rules. In my case, there was no such behavior. I understand that ETS employs advanced technology to detect irregularities, but it must also consider the possibility of false positives.
  
  I have been diligently preparing for this test for a long time, and this score is crucial for my future academic and career aspirations. The cancellation has caused me significant stress and anxiety, as it may lead to missed opportunities and setbacks in my application process.
  
  I sincerely request that you conduct a thorough and impartial review of my case. Reexamine the evidence, taking into account the context and circumstances of my test-taking environment. I believe that a fair investigation will prove my innocence and result in the release of my deserved scores.
  
  Thank you for your attention to this matter. I look forward to a prompt and favorable resolution.
  
  Best regards,
  ETS ID:******** ******* ****

• Initial Complaint

  Date:11/21/2024

  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.

  I am writing to formally file a complaint against Educational Testing Service (ETS) regarding multiple issues I have encountered during and after my GRE General Test experience. These issues include the invalidation of my scores, repeated administrative errors, misleading communication, and unfulfilled promises, all of which have caused significant stress, financial loss, and disruption to my academic plans.Despite my efforts, ETS invalidated my scores, citing “inconsistencies” in performance across sections and variations in testing times. I strongly disagree with this decision and have experienced additional frustrations with ETS’s processes and customer service.
  
  Issues with ETS
  Unclear Criteria for Score Invalidation:
  ETS has failed to provide concrete evidence or clear explanations for invalidating my scores. Their reasons, such as performance inconsistencies and testing time variations, are vague and do not take into account my preparation strategy and natural test-taking behaviors.
  
  Unfulfilled Promises for Customer Support:
  On November 20, I contacted ETS regarding my appeal and was assured that I would receive a call on the same day to address my concerns. However, ETS did not follow through on this promise, and I was forced to proactively reach out to them instead. This lack of follow-up demonstrates a lack of professionalism and respect for test-takers.
  
  Request for Resolution
  I urge the BBB to investigate ETS’s practices and customer service shortcomings. Specifically, I request the following:
  
  A thorough review of ETS’s score invalidation process to ensure that decisions are based on clear, transparent, and fair criteria.
  An acknowledgment and resolution of the registration error I experienced during my second test attempt.
  Improved communication and accountability in ETS’s customer support system, including prompt follow-ups and clear instructions for appeals.

• Initial Complaint

  Date:11/20/2024

  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 took the GRE (computer-based) on November 8, 2024 in ****** **********, *******, I have taken the exam two times, and this time, I finally got satisfactory results, but it was canceled by ETS. I really need this score because my graduate application deadline is November 30, and it is an emergent issue. The official explanation is that and was informed that my scores were canceled due to extremely unusual difference" compared to my previous test alleged "inconsistent performance" on the Verbal section. I categorically deny any form of misconduct during either test. Over the past few weeks, I studied diligently to improve my performance, especially focusing on the areas where I previously struggled. The improvement in my score reflects this dedication, not any wrongdoing.
  The reasons provided by ETS are vague and lack substantial evidence. Individual performance can vary significantly due to preparation, familiarity with test content, and personal growth. Penalizing such improvement without concrete proof undermines the integrity of the testing process and the hard work of student like me.
  I respect your review system. But for someone like me who strictly adheres to the exam system, it is still unfair, I just don't even get the reasoning behind comparing those, AWA and verbal are testing different skills, Even if they think verbal and AWA scores should be correlated having different scores for those sections still isn't proof of cheating. I really feel depressed and angry about ETS and it is seriously affecting my mental state.

• Initial Complaint

  Date:11/20/2024

  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 17, I took the TOEFL Home Edition. However, the assigned proctor was completely unqualified. She didn’t know how to minimize windows or install the required software. I had to go through the security check THREE TIMES because of her mistakes. She even struggled to input my exam credentials, delaying my test by OVER AN HOUR before I could even begin. During the Listening section, I was taking notes—a NORMAL part of the test—when she repeatedly interrupted me. My screen flashed bright red warnings over and over, breaking my concentration. She then demanded I adjust my camera IN THE MIDDLE OF A LECTURE. How is anyone supposed to focus with constant interruptions from someone who is SUPPOSED to ensure a smooth testing experience? During the Speaking section, while I was using my notes, the proctor suddenly ended my exam. This is not the first time ETS has treated me unfairly. On November 3, I took another TOEFL exam, and my score was ALSO canceled without explanation. without explanation. Instead of giving a reason, ETS simply scheduled me for another test on Nov. 27. Now, after TWO TESTS being unfairly canceled, ETS has even revoked my eligibility to take the TOEFL.
  I took the test at home ALONE. The exam was monitored by a proctor THE ENTIRE TIME. She had inspected my room THREE times and found NOTHING wrong. Yet she still chose to accuse me of dishonesty for actions that are a NORMAL part of the test. My internet, video, and audio were WORKING PERFECTLY throughout the test. There is NO valid reason for my scores to be canceled.
  Here are my demands: A FULL REFUND of my exam fee. The RESTORATION of my canceled test scores. The REMOVAL of the academic dishonesty accusation from my record. If my scores cannot be restored, I demand a FULL EXPLANATION with supporting EVIDENCE. My deadline to submit TOEFL scores is NOVEMBER 26. Because of ETS’s actions, I am in an urgent and stressful situation. I need a PROMPT resolution to this matter.
  
  ETS ID: ********